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Home My WebLink AboutResolution - 2024-R0316 - Contract 18156, With World Wide Technology, LLC - 07/09/2024Resolution No. 2024-R0316 Item No. 6.19 July 9, 2024 RESOLUTYON BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY O� LUBBOCK: THAT the Mayor of the City of Lubbock is hereby authorized and directed to execute for and on behalf of the City of Lubbock, Service Contract No. 18156 for Cisco UC Upgrade, per DIR-TSO-4167, by and between the City of Lubbock and World Wide Technology, LLC, and related documents. Said Contract is attached hereto and incorporated in this resolution as if fully set forth herein and shall be included in the minutes of the City Council. Passed by the City Council on ��]�� ?� / �'� ' .�t �- , . . -�, . . . � . � . i" Courtney Paz, City APPROVED AS TO CONTENT: �P W � Brooke Witcher, Assistant City Manager ant City Attorney ccdocs IIIRES.Contract-World Wide Technology, LLC June 18, 2024 Resolution No. 2024-R0316 � World Wide Technology Cit of lubbock v Cisco UC Upgrade April 19, 2024 PRESENTED BY Claire Noel Account Manager World Wide Technology, LLC claire.hulcer@wwt.com www.wwt.com Contract 18156 � World Wide ,1 YI� Technolo 9Y Ta ble of Contents City of Lubbock Cisco UC Upgrade � April 2024 1 Project Scope .........................................................................................................................3 1.1 Project Description .................................................................................................................3 1.2 Deliverables ............................................................................................................................3 2 3 4 1.3 Project Sites ............................................................................................................................3 1.4 Project Management ..............................................................................................................3 1.4.1 Project Initiation .........................................................................................................3 1.4.2 Project Schedule .........................................................................................................4 1.4.3 Status Meeting ...........................................................................................................4 1.4.4 Status Report ..............................................................................................................4 1.5 Project Tasks ...........................................................................................................................4 1.5.1 Professional Services Project Tasks ............................................................................4 1.5.2 Testing ........................................................................................................................ 7 1.5.3 Cutover Procedures ....................................................................................................8 1.5.4 Documentation ...........................................................................................................8 1.6 Out of Scope ...........................................................................................................................8 CustomerResponsibilities ......................................................................................................8 Assumptions........................................................................................................................10 PricingSummary ..................................................................................................................12 4.1 Project Change Control .........................................................................................................12 PROPRIETARY NOTICE The information contained in this statement of work is the confidential information of World Wide Technology, LLC. This statement of work and the information contained herein shall not be disclosed outside the company named above, and shall not be duplicated, used, or disclosed in whole or in part for any purpose other than to evaluate this statement of work. � World Wide ,1 YI� Technolo 9Y 1 Project Scope Ciry of Lubbock Cisco UC Upgrade � April 2024 World Wide Technology, LLC (WWT) will provide services for City of Lubbock (Lubbock or Customer). Each of the parties' responsibilities is defined to provide a clear understanding of the scope of Cisco UC Upgrade services. This SOW is governed by the DIR-TSO-4167 awarded 7/4/2018 ("ContracY') Any terms capitalized that do not have a definition herein shall have the meaning set out in the Contract. The pricing submitted with this SOW reflects the services and responsibilities described herein. WWT will strive to meet Lubbock's schedule requirements; however, actual project dates will be subject to availability of materials and resources and Lubbock's attention to its responsibilities. 1.1 Project Description WWT will upgrade Call Manager, Unity Connections from 11.5 to version 14, and UCCX from 11.5 to 12.5 for the City of Lubbock. 1.2 Deliverables Activities related to scheduled tasks will support Deliverables necessary for a successful project. ■ External Kickoff Deck ■ High-Level Design (HLD) ■ Optional Migration Plan ■ Pre-Deployment Guide (PDG) ■ Acceptance Testing Procedures (ATP) ■ As-Built Documentation ■ Up to one (1) cutover(s) or migration window(s) through the duration of this project Customer has full ownership rights to the Deliverables listed above. Notwithstanding any contrary or contradictory terms in any other contract, agreement or otherwise, no other intellectual property is transferred hereunder. For purposes of clarity, WWT retains all rights to its intellectual property including, but not limited to, its skill sets, tools, know-how, methodologies, processes, and any improvements, enhancements, and other modifications thereto. 1.3 Project Sites The below site(s) are in scope for this service offering. Modifications to sites, scope or level of effort will be managed through the Change Control process. ■ Multiple locations within the city of Lubbock 1.4 Project Management 1.4.1 Project Initiation Internal Request q R-00817322 Page � 3 �' World Wide ,1 YI� Technolo 9Y City of Lubbock Cisco UC Upgrade � April 2024 WWT follows a project initiation process that begins with planning the project with the key stakeholders. The process begins with planning a project initiation with Lubbock during which all requirements, dependencies, success criteria, as well as challenges and risks to the project will be identified and planned for. The project initiation will consist of the following tasks: ■ Define roles and responsibilities of the project core team ■ Articulate project objectives, priorities, technologies being deployed, and key Deliverables ■ Identify the work required to achieve the project goals ■ Establish a high-level schedule for the project ■ Develop strategies for mitigating major project risks ■ Plan the project success criteria ■ Understand project dependencies ■ WWT and Lubbock will jointly define the due dates for Lubbock owned prerequisites. Lubbock understands these dates are required to achieve the project outcome and may trigger changes to the project scope 1.4.2 Project Schedule WWT Project Manager will produce a project schedule to support the scoped items within this SOW. WWT Project Manager will work with Customer's project sponsor or project manager to assist in the incorporation of the schedule into a master schedule. 1.4.3 Status Meeting WWT Project Manager will conduct a Customer facing status meeting at a cadence agreed upon during the project initiation phase. The meeting agenda will include overview of project health and status, review and discussion of RAID (risk, action items, issues, and decisions needed), discussion of timeline and upcoming next steps. The meeting will include a predefined list of stakeholders, and meeting minutes. 1.4.4 Status Report WWT Project Manager will produce a standard Customer facing report that will display the health and status of the project, risk/issues, and upcoming next steps. WWT Project Manager will use the standard WWT status report format unless otherwise discussed during the project initiation phase. This can be populated and stored in Customer repository or sent to a defined distribution list. 1.5 Project Tasks 1.5.1 Professional Services Project Tasks WWT will perform the following tasks: ■ Project Kickoff Internal Request k R-00817322 Page � 4 � World Wide ,1 YI� Technolo 9Y City of Lubbock Cisco UC Upgrade � April 2024 - WWT and Customer Kickoff Meeting with key stakeholders to review the project scope, approach, deliverable and responsibilities of all parties - Share schedule information, contact information, and procedural information with Customer Assessment Workshop to understand the existing environment, business requirements regarding features, migration, risks, overall expectations, and key success criteria. Review and discuss the following: - Review HLD and use the WBS with PMO to develop project plan - Project configuration parameters - Virtualization and virtual machine (VM) placement - Licensing and user integration - Cisco Unified Border Element (CUBE), Public Switched Telephone Network (PSTN), and Internet Telephony Service Provider (ITSP) requirements ■ Review and discuss existing Session Initiation Protocol (SIP) environment ■ Review and discuss existing SIP Service Provider ■ Review and discuss existing SIP security ■ Review and discuss SIP dial plan - Voice Gateway (VG) and Analog Telephone Adapter (ATA) requirements - Collaboration network and security requirements - Components that are End of Life/End of Sale (EOL/EOS) or Deprecated - Validate versions of the devices and applications in use are supported by CUCM version 14 and report findings - Validate all applicable Cisco Smart Software Licensing requirements - Validate SFTP Server requirements and compatibility - Validate phone firmware that corresponds to version 14 release of CUCM ■ Detailed design development and documentation based on data collected during the planning stage - Develop implementation strategy, migration and back-out plan - U pdate H LD - Develop PDG and MOP - Develop ATP ■ New Hardware - Customer-Responsible Installation ■ Configure Qty (2) BE7000-M6 servers to replace EOS/EOL UCS Servers (4 per server) - Ensure connectivity and proper operation of Cisco BE7000s before installation -- Configure Redundant Array of Independent Disks (RAID) - Configure Cisco Integrated Management Controller (CIMC) network settings - Install ESXi and configure network settings - Perform ATP ■ Configure Qty (i) Cisco 8300-1N1S-6T router - Verify CUBE TLS licenses - Configure inbound and outbound dial-peers - Update global CUBE settings - Perform Certificate Tasks: ■ Create SBC trustpoint ■ Generate certificate signing request (CSR) ■ Import CA signed host certificate ■ Specify the default trust point and TLS version Connect SIP trunks to demarcation points Internal Request tt R-00817322 Page � 5 � World Wide ,1 YI� Technolo 9Y - Add tenant configuration -- Perform ATP City of lubbock Cisco UC Upgrade � April 2024 - Perform Day-1 Cutover Support Configure Qty (11) VG400-2FXS/2FX0 - Consolidate analog stations and configuration from (11) existing VG202s - Connect power supply and network cable - Upgrade IOS release - Configure MGCP - Configure CUCM - Perform ATP Configure Qty (11) VG400-4FXS/4FX0 - Consolidate analog stations and configuration from (11) existing VG204s - Connect power supply and network cable - Upgrade IOS release - Configure MGCP - Configure CUCM - Perform ATP Configure Qty (5) ATA192s - Connect power supply and network cable - Complete ATA network setup - Configure CUCM - Perform ATP ■ Configure and Deploy Cisco Prime Collaboration Deployment (PCD) -- Download and deploy PCD - Verify VMWare Application Program Interface (API) access - Add CUCM - Add ESXi Hosts to PCD inventory - Add CUCM & IM&P version 14 ISOs to PCD SFTP Server - Send 14 ISO files to PCD server /fresh_install directory - Install upgrade readiness COP files - Map physical nodes to Virtual Machines (VMs) and schedule migration tasks Perform pre-migration testing (engineer test plan) - Document pre-upgrade versions for CUCM, IM&P, CUC, & UCCX - Document current hardware and VMware versions - Document endpoint registration and replication status - Update IP addresses or hostnames of destination nodes in DNS - Ensure all VG and analog gateways are registered and collaborate on testing to ensure that application reachability and functionality is not impacted by the upgrade - Validate all existing Session Initiation Protocol (SIP) Trunks are functioning normally to the existing Cisco Unified Border Element (CUBE) routers, and collaborate on testing to ensure that application reachability and functionality is not impacted by the upgrade Perform DRS backup of all existing data and confirm status of all systems and perform v14 migration with PCD (V2V) - CUCM and IM&P - CUC - Run pre-upgrade-check COP file - Perform migration of existing cluster nodes to the new cluster nodes - Perform bulk certificate management if hostnames changed Internal Request tl R-00817322 Page � 6 � World Wide ,1 YI� Technolo 9y — Migrate/Install licensing to Smart License Manager Cutover - CUCM and IM&P Cluster Upgrade — Check and perform the switch version on all nodes — Verify cluster database replication — Verify phone registration and certificates — Perform ATP Cutover - CUC Cluster Upgrade — Check and perform switch version on both nodes — Verify cluster database replication — Perform ATP Cutover - UCCX Cluster Upgrade — Upgrade UCCX from 11.5 to 12.5 — Confirm if using Cisco WFO — Configure domain name and DNS server IPs — Verify the backup of all the existing data — Verify cluster database replication — Perform ATP Cutover - Informacast Cluster Upgrade — Obtain a System Backup — Make a VMware clone of the InformaCast VM. City of Lubbock Cisco UC Upgrade � April 2024 — Download all required upgrade files (package and ISO file) — Run the "UpgradeValidatorRestricted" download and mitigate any found items (rerun this tool in between each .deb) — Connect the ISO file to the virtual appliance (using vSphere or Virtual Machine Remote Control (VMRC)) — Run pre-flight checks and mitigate any found items — Verify and update the system settings — Perform ATP Perform Day-1 Cutover Support — The cutover of all systems will occur during a single weekend maintenance window. In the event that all systems are not upgraded during a single weekend maintenance window, a change order will be required. — The Engineer will support the cutover window during normal business hours, 8:00 a.m. to 5:00 p.m., Monday-Friday local time zone. Collect As-Built Data and provide As-Built documentation and conduct informal knowledge transfer — The actual As-Built deliverables and format will be determined during the planning phase 2-ITB Technical Solution Leadership (2hrs per week) 1.5.2 Testing Utilizing the data obtained in the project initiation meeting, WWT will develop an ATP documentation package. The ATP package will include a document detailing test resource requirements, procedures, and expected results. The test plan document package will be reviewed by Lubbock to confirm both parties agree to the test plan criteria and methodologies. After reaching agreement, major changes to the ATP package as a result of a feature, application, or design change Internal Request # R-00817322 Page � 7 ,1� � Worid Wide Technolo 9Y Ciry of Lubbock Cisco UC Upgrade � April 2024 will go through a change control process to ensure no changes are implemented without having an agreed upon ATP. 1.5.3 Cutover Procedures WWT will formally turn the site over to Lubbock for daily operational support after the successful testing of the solution. As-Built documentation will be provided for each installation as it is turned over, including e.g., design documents, configuration files, and diagrams. The actual As-Built deliverables and format will be determined during the planning phase. 1.5.4 Documentation WWT employs a formal documentation development process, which utilizes a document change management tool to protect and control content production and editing. All documentation will be considered confidential and available for official use only, and with contributing staff unable to share data outside the project's Information Technology (IT) domain. 1.6 Out of Scope The following items have been determined to be out of scope relative to this SOW and are identified in order to avoid any confusion. In the normal course of business, WWT does not require receipt of any personally identifiable information, protected health information, or other structured personal or sensitive information as defined by applicable data protection laws ("Protected Data") in its performance of the Services hereunder. Access to or receipt of any Protected Data is expressly out of scope for WWT Services under this SOW. In order to perform the Services set forth in an applicable SOW (or this SOW), however, out herein, WWT may access Customer Confidential Information. All such access shalt be within the Custome�'s network and pursuant to the Customer's security processes and protocols Any work not specifically listed as a task in this document is considered out of scope No formal training will be provided No On-site work. All work will be performed remotely. 2 Customer Responsibilities All services performed by WWT will be based on the following assumptions and Customer responsibilities. Changes to these assumptions or Customer failure to meet its responsibilities may affect scope and cost. Lubbock will designate a single point of contact to whom all WWT communications may be addressed and who has the authority to act on all aspects of the services throughout the duration of the project; such contact shall be available during normal hours of business (Monday through Friday, 8:00 a.m. to 5:00 p.m. local time, excluding holidays) Lubbock will have suitable technical staff as mutually agreed upon by both parties available for the duration of the engagement as defined by the project schedule. The Lubbock staff will need to participate in and support the various tasks of the project as required as defined Internal Request q R-00817322 Page � 8 � World Wide ,1 yI� Technolo 9Y City of Lubbock Cisco UC Upgrade � April 2024 by the project schedule or other tasks not directly stated, but have a direct impact on completion ofthis project • Lubbock is responsible forthe identification and interpretation of, and ensuring compliance with, all laws, statutes, rules, regulations and standards applicable to its or its affiliates' business or operations • Lubbock will provide reasonable access to all Lubbock sites and facilities, including where applicable, computer equipment, telecom equipment, facilities, workspace and telephone for WWT's use during the project - Lubbock will on-board WWT employees based on identified need, including remote access, as mutually agreed by both parties during the course of the project = Lubbock and WWT will jointly define standard configuration templates by the mutually agreed upon date defined during the project initiation and documented in the project plan of record • Lubbock and WWT will jointly define the required physical and logical site information by the mutually agreed upon date defined during the project initiation and documented in the project plan of record ■ Each Task and Deliverable set out herein shall be deemed accepted unless Lubbock provides written notice of non-conformance or rejection within five (5) business days of delivery or notice of completion. If possible, WWT will continue work pending acceptance ■ Lubbock will supply access information and credentials to the engineer(s) for any Lubbock tools and all existing equipment that needs to be configured or may need to be modified within five (5) business days of WWT's written request for access + Lubbock will confirm site readiness including circuits, cabling, power, cooling, and rack space in accordance with the agreed upon project schedule ■ Lubbock will specify physical and logical network topology for existing network infrastructure and identify connectivity requirements for other network-attached devices ■ Lubbock will install and verify the operation of all equipment not provided by WWT; this equipment will be installed, tested, and operational in accordance with the agreed upon project schedule + Lubbock will provide all cabling (i.e. infrastructure, patch, and workstation) required to complete the installation that is not included with the project equipment or listed on WWT quote; cabling will be delivered and/or installed ■ Lubbock will ensure that all circuits have been labeled in a manner that clearly identifies each component + Lubbock will ensure adequate power to terminate the equipment + Lubbock is responsible for all server and network security definitions and it is assumed that the WWT technical resources will have appropriate configuration requirements prior to the design and implementation commencing • Lubbock will provide all security lockdowns required for any deployed systems prior to scheduling resources to arrive on-site. Lubbock will provide timely technical assistance in the event a lockdown prevents a deployed solution from functioning properly. In the event that a solution cannot be found without impacting the schedule, Lubbock and WWT will document the solution and determine to extend the timeline or back-out the lockdown until the solution works. Lockdowns will not be required or implemented for virtual appliances ■ Lubbock will provide Virtual Private Network (VPN) or other remote access and appropriate credentials in order to complete this project ■ Provide documentation of existing environment as necessary + Provide device naming standards Internal Request ri R-00817322 Page � 9 � Worid Wide ,1 YI� Technolo 9y City of Lubbock Cisco UC Upgrade � April 2024 + Provide any service accounts that are required ■ Customer is responsible for all supporting network infrastructure and systems required. This includes, but is not limited to application of trusted Differentiated Services Code Point ("DSCP") for Quality of Service ("QoS"), Voice Virtual Local Area Network (VLAN) definition, Dynamic Host Configuration Protocol ("DHCP") configuration 150, Accounts within Exchange, Lightweight Directory Access Protocol ("LDAP"), signing of Certificate Signing Request ("CSR") generated from environment, etc. ■ Customer is responsible for SFTP server and network share of sufficient size to store and maintain system backups ■ Provide sufficient access to common and core services such as DNS, DHCP, NTP, LDAP or Active Directory, and databases that are necessary ■ There will be no jabber or IPC client deployment + Customer will establish and/or migrate existing SIP and PRI/POTS functionality during and after migration ■ Customer is responsible for placement of new endpoints and migrated site testing ■ Customer is responsible for IOS version upgrades of the voice and analog gateway(s) to latest compatible version (where applicable), and integrated with the upgraded CUCM system ■ Customer will coordinate with Windows AD, security, exchange and network teams to work with the WWT engineer in a timely fashion as to not create delay in the implementation. Should tasks not be assigned as expected this may cause a slip of the schedule, Customer must contact the WWT PM and give a status of all tasks assigned to Customer so the engineer's schedule can be created to allow for most effective use while onsite. Failure to alert the WWT PM may result in wasted engineering hours and may require a change order to account for these hours. These tasks include but are not limited to: — Network readiness (all sites) — Active Directory readiness — Configuration of network security devices including firewalls and IDS as recommended by the WWT engineer to allow the proper use of the Cisco UC Suite in accordance with the UCR and ESC APL certification — Installation of the new hardware to include rack and stack and connection to the network. The customer is responsible for making new equipment available to the WWT engineer remotely. Note: Success of the project is dependent on the responsibilities above. Lubbock shall complete all required tasks in this section without delay to allow continuous work effort by WWT personnel. If responsibilities indicated above are not completed prior to the deployment date, the project timelines may need to be rescheduled based on WWT engineering availability. 3 Assumptions In preparing this SOW, WWT made certain assumptions for items not expressly documented during discussions with Lubbock. Changes to these assumptions may affect scope and cost. • WWT will not be responsible for any project delays or costs caused by failure to deliver or by delayed provision of information, systems, or feedback from Lubbock or third party vendors Internal Request 7f R-00817322 Page � 10 ,1� � World Wide Technolo 9Y City of Lubbock Cisco UC Upgrade � April 2024 • Tasks will be completed during normal business hours between 8:00 a.m. and 5:00 p.m. project site local time, Monday through Friday, excluding WWT-observed holidays, unless otherwise negotiated and noted in this SOW ■ WWT will assign all staff resources as to best-fit total requirements and no individual employee is being specifically promised or quoted for this project • WWT shall rely upon any standard operating procedures or practices of Lubbock and any direction, or regulatory or other guidance provided by Lubbock as agreed to during the project initiation • Any configuration or modification made by WWT to any third party software or materials provided by Lubbock or work incorporating such items will be subject to the ownership and other rights agreed to by Lubbock with the applicable third party. Lubbock understands any such configuration or modification may negate the third party warranty and/or support, and WWT will hold no liability for any configuration or modification performed at Lubbock's direction ■ WWT is not providing any warranty regarding, and is not liable for, any third party or Lubbock software, documentation, equipment, tools or other products or materials, even if recommended by WWT ■ Time estimates for the implementation of the solution do not include time required for Customer change control processes. Any change control process delays that impact the time and level of effort to deliver the solution will incur a change order for the time difference ■ WWT may deliver the Services through a combination of employees, contractors, and subcontractors working under WWT's direction, at WWT's discretion ■ The services may include advice and recommendations, but all decisions in connection with the implementation of such advice and recommendations will be the responsibility of, and made by, Lubbock ■ All business days worked as part of this project will be consecutive unless agreed to in advance by both Lubbock and WWT ■ Notwithstanding any conflicting or contrary terms in the Agreement, including any applicable order of precedence, Lubbock understands that WWT personnel located globally may perform the Services herein and, by its authorized signature, Lubbock expressly acknowledges and approves ■ Upon completion of installation and configuration of the solution, WWT will present Lubbock with an ATP. Both parties will complete the ATP with identified representatives signing off on each portion of testing, validating the successful certification of each task documented in the ATP document ■ Knowledge transfer will not include any courseware or formal lab manuals. It will be hands- on knowledge transfer on the deployed solution within the Lubbock environment. This is an informal sharing of information between technical peers and is intended to supplement but not replace any manufacturer's formal system implementation or administration classes. Formal classroom offerings may be offered and scheduled through WWT ■ The pricing and effort represented in this SOW is based upon one (1) cutover weekend, and eight (8) hour(s) per change window as confirmed during the project initiation. Any changes to this will be managed through the Change Control process ■ If at any time, the United States Government or its duly appointed representatives issues a safety, terrorism, tariff, or other legally binding statement(s) that impacts WWT's ability to transact business in the affected country, WWT reserves the right to defer or exclude scope obligations for the countries impacted. WWT will reduce the cost commensurate with the reduced scope Internal Request 1t R-00817322 Page � 11 � World Wide I� Technology City of lubbock Cisco UC Upgrade � April 2024 If WWT Personnel are required to be onsite during this engagement, the parties are proceeding under the assumption that there are no onsite safety hazards. Lubbock is not required to complete a WWT Customer Safety Assessment Questionnaire ("Safety Questionnaire"). Upon arrival at each site, WWT Personnel will perform a brief visual inspection for onsite safety hazards. If WWT Personnel identify any onsite safety hazard(s), then Lubbock will complete a Safety Questionnaire, available at https://wwt.com/csq, for each site or for each group of sites with reasonably similar risks. A Change Order will address the onsite hazards, personnel safety measures, and any additional requirements Note: When applicable (projects implementing Communications Manager or Communications Manager Express). As a standard implementation practice, WWT will route all Emergency Services calls (Police/Fire/Rescue) to the municipal Public Safety Answering Point (PSAP) via the Public Switched Telephone Network (PSTN) Voice Gateway router in each physical location. As a general rule, Emergency Services calls are defined as calls to either 911 or X911(where X= local PSTN trunk access code, for example 9911). All telephone instruments equipped with a handset, headset, speakerphone or TDD/TTY device will be permitted access to both route patterns at all times, regardless of other dialing restrictions in place on the Unified Communications system. 4 Pricing Summary This is a Firm Fixed price project as described above. Costs for hardware and software are not included in WWT's fees. Work will be performed at City of Lubbock facilities in the location(s) listed in the Project Sites section and/or remotely. The duration of this project is estimated at ten (10) weeks. The project schedule will support the overall duration of the project and will include events from the project initiation through confirmation of project closure. Fees setout below are contingent upon performance of the services continuously and without delay. The firm fixed labor budget for this work is as follows: Professional Services Note: ■ Pricing shown in U.S. dollars. Pricing is valid for ninety (90) days from the date of the SOW ■ Taxes are not included in the above pricing ■ An invoice will be generated upon completion of the project as described above and following acceptance by City of Lubbock • Payment Terms are net-30 days from WWT invoice date 4.1 Project Change Control • If either party requests a change to this SOW or in the performance of Services for any reason including: Internal Request # R-00817322 Page � 12 � World Wide ,1 YI� Technolo 9Y City of Lubbock Cisco UC Upgrade � April 2024 ■ A change to the agreed upon project timeline, schedule, or duration, or ■ An absence of or delay in approvals or access to facilities, equipment, or materials necessary to perForm the Services, or ■ Change in the performance of work onsite or remotely, or ■ Identification of onsite hazards and related safety and risk mitigation measures, or ■ Non-compliance or delayed compliance with a condition, responsibility, or assumption set out herein, or ■ A deficiency in fulfillment or delayed fulfillment in Product delivery, or ■ Any other circumstances outside of WWT's control Then the requesting party will promptly notify the other party, and WWT will prepare and submit to Lubbock a proposed Change Order (CO). The CO will describe the proposed change(s) and the impact on schedule and cost. Lubbock will promptly review and either approve or reject a proposed CO in writing within five (5) business days. WWT reserves the right to stop perForming the Services pending the resolution of a proposed CO without liability for subsequent delays. A proposed change is not binding on either party until a CO is signed by both WWT and Lubbock and accompanied by a Purchase Order (if applicable). If a proposed change results from a cancellation, delay, or change to an agreed upon project schedule and less than fourteen (14) days' notice has been provided, the CO will include up to two (2) weeks' charges for the scheduled personnel and non-refundable travel expenses (if any) If the project is delayed for more than fourteen (14) calendar days, then the project will be rescheduled. WWT will staff the rescheduled project with qualified personnel available at that time If the project is delayed for thirty (30) calendar days or more for reasons outside of WWT's direct control, WWT may invoice Lubbock for work performed, and Lubbock shall pay such invoice per the payment terms Internal Request N R-00817322 Page � 13 f World Wide �I� Technolo gy Appendix 1: Approval to Proceed with Project City of lubbock Cisco UC Upgrade � April 2024 The undersigned parties each understand and agree that this SOW accurately sets forth the services that WWT will provide City of Lubbock Following receipt of signed SOW and City of Lubbock's Purchase Order*, a WWT Project Manager will be in contact to discuss next steps. WWf requires a minimum of four (4) weeks' notice to begin project implementation from date of receipt of signed SOW and City of Lubbock's Purchase Order*. WWT price quote is valid for ninety (90) days from date of this SOW. � • � � . L � ( ignature) Mark McBrayer, Mayor Cit of Lubbock ti �� G � `��h (Signature) (Print Name) World Wi Technology, C ATTEST: Courtney z, City Secretary OVED AS TO CONTENT: James Bro n; ecto of Inf AP D TO FO M M ch Satt te. e r City Attorney iul� 9, 2��4 Date ��.+,e 2� , 2o z� Date Please return ail pages of this signed SOW and Purchase Order* to your WWT Account Manager. Customer Contact Name Customer Contact Title Customer Phone Nurnber Customer Email Address Project Site Address *If this form is not accompanied by a Purchase Order, please complete the information below: Customer Bill to Address Customer A/P Representative Name Customer A/P Representative Email Reference # (for invoicing) if not Purchase Order Internal Request # R-00817322 Page � 14 � World Wide ,yl� Technolo 9Y Appendix 2: Project Completion City of Lubbock Cisco UC Upgrade � April 2024 The project contracted to WWT has been successfully completed. <Customer Short Name> has inspected the work of WWT and has determined that all assigned tasks, tests, and deliverables have been completed in a professional and quality manner. Please sign this document at the completion of the project if properly completed in accordance with the SOW, thereby releasing WWT from any responsibility (outside any other existing contract coverage or warranties) of the project. Please return this form to your WWT Project Manager Internal Request q R-00817322 v1.0 Page � 15