AudioCodes Implementation SOW Rev02

AudioCodes Scope of Work (SOW)
Remote and On-site Implementation Services

1.0 Overview
The SOW is provided by AudioCodes and defines the service to provide Remote or On-site Implementation
(the Service) of AudioCodes products for the Client (the Client is defined as any business or individual
purchasing this service). This SOW also defines the responsibilities of AudioCodes and the Client. This
document along with the AudioCodes Professional Services Terms and Conditions and the AudioCodes
Sales Order constitute the Agreement between AudioCodes and the Client.
This SOW document and product questionnaire are attached to an automated Welcome email from
AudioCodes after the PO is processed. Unless Planning and Design services are purchased, the client is
responsible for providing the information contained in the questionnaire. Once AudioCodes receives the
completed questionnaire, an engineer will be assigned to assist with the delivery of the service.
After submission of the questionnaire by the Client, the expected lead times are:
 Kickoff meeting (usually about 30 minutes or email) is usually scheduled within five (5) business
days.
 AudioCodes will schedule the implementation session usually within ten (10) business days of
completing the kickoff meeting. Depending on the solution purchased, there may be multiple
sessions needed to complete the configuration.
Implementation services are available as two (2) separately priced services:

 Remote Implementation refers to configuration services for AudioCodes product(s)
 On-site Implementation refers to physical installation and/or on-site configuration services of
AudioCodes product(s)
2.0 Assumptions
 The service outlined in this SOW assumes that all implementation work will be carried out during
local business hours (typically 8:00-17:00).
 Expedited schedules are available based on resource availability and associated additional fees
included in the Professional Services Terms and Conditions.
 The on-site standard implementation service outlined in this SOW assumes one continuous,
uninterrupted visit. The implementation service is typically two to three (2-3) business days
depending on the product purchased, including up to one half-day of kickoff and possible scope of
work meetings. If additional support is required in order to complete the tasks, then it will be
provided remotely and/or additional Travel & Expenses may need to be charged.
 Non-standard implementation service that includes work not covered in this SOW, and/or
involving extended consultation services, such as Planning and Design, are available and can be
quoted upon request.
Any service activities not listed in this SOW are to be considered beyond the standard
implementation, unless they are specified in a formal quotation for AudioCodes Professional
Services and/or in a mutually agreed project plan.
SOW – Remote and On-site Implementation Services

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3.0 AudioCodes Responsibilities – Remote and On-Site
AudioCodes will assign a point of contact who will coordinate and/or perform the Service. Coordinating
with the Client as necessary, the point of contact will gather any additional information from the Client,
perform remote or on-site implementation, and perform the basic testing of the AudioCodes product(s) to
verify the configuration. Specific tasks include the following:
 Review AudioCodes software version levels and upgrade as necessary.

 Review the questionnaire for completeness from the information provided by the Client for circuit,
network and application information to ensure proper connectivity and configuration of the
AudioCodes product.
 Implement and configure AudioCodes product(s) based upon ordered functionality, Client provided
network configuration, dial/translation plans, and as defined during the kickoff call.
 Ensure the proper operation of the AudioCodes product(s), by assisting the Client to validate the
network, media, security, PSTN settings by executing a test plan which includes 1-2 hours of testing
basic call completion, routing and feature tests, and is based on the agreed upon scope of work
defined during the kickoff meeting.
 For on-site implementation service, AudioCodes will unpack and mount the AudioCodes products
to be implemented in the equipment rack in its permanent location, as well as connect cabling for
power and Ethernet interfaces as supplied by Client in Section 3.
AudioCodes professional services are available for purchase and recommended for Clients requiring
assistance in the development and/or execution of complex dial plans and/or complex test plans, network
designs, network reconfigurations, network troubleshooting, and end user migrations, as this is not
included in the standard implementation service. Professional Services available include but not limited
to planning and design, cutover/commissioning, project management, on-site installation, and on-site
survey.
4.0 Client Responsibilities – Remote and On-Site

The AudioCodes point of contact is the Client’s primary point of contact throughout the service process.
To ensure a successful implementation the Client will be required to submit all appropriate contact
information (i.e. end-user name, street address, telephone and e-mail information, etc.) and communicate
all changes that may arise. Based on these changes, the point of contact may determine that a Change
Order is needed and process accordingly using the Change Order form included in the Professional
Services Terms and Conditions.
It is the Client’s responsibility to collect and provide specific network configuration and technical
information as requested in the questionnaire. Such information may include, but may not be limited to:
 Fill out the questionnaire which contains things including the following:
 Client Network Diagram which will include the location of the AudioCodes device(s)
 Network service parameters, such as E-1 or T-1 framing and line coding, frame relay DLCI
numbers, channel mapping, or telephone numbers
 Interface configuration and addressing information for other products with which the installed
AudioCodes products will interoperate
 All other vendor products and any needed configuration changes
 Protocol information and addressing for all supported protocols

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 Network security requirements and parameters, such as firewall rules, NAT configuration, etc.
 Defined Dial Plan, Translation methodology, and/or Call Flow Test Plan
 Migration and Deployment plan
 Valid certificates from the Certificate Authority, if security is enabled
If the Client is not ready five (5) business days prior to the scheduled implementation date, AudioCodes
may need to reschedule the delivery of implementation service based on standard scheduling times.
AudioCodes may also need to charge a fee for cancellations and rescheduling as indicated in the
Professional Services Terms and Conditions.
In addition to this information, the Client must take specific action and / or ensure that the following items
are appropriately addressed:
 The AudioCodes products must be unpacked and mounted on the equipment rack in its permanent
location unless on-site implementation has been purchased.
 Proper power and grounding must be provided using the cables shipped with the equipment or an
appropriate substitute
 Ethernet interfaces (Fast-Ethernet or Gigabit connection based on product specs) must be supplied
and connected to AudioCodes products
 Telephone and / or data circuit lines must be mapped and fully connected and installed
 Local IP addresses applied and made available on the Client’s network
 Other products or networks to which the AudioCodes products must be connected and properly
configured
 Availability, as needed, of relevant IT personnel (such as network, telephony, and Lync
administrators), vendors (such as the PBX or other voice applications), and service providers (such
as the telephone company and/or SIP Service Provider) must be available, if requested by
AudioCodes, at the time of implementation, for configuration and testing of other products
equipment and networks with which the AudioCodes products interact
 For Remote Implementation, remote access must be provided to AudioCodes products
 For On-site Implementation, access must be provided to the building and AudioCodes products
Failure to meet the outlined responsibilities may have an adverse impact on the timely, successful
completion of the project and may result in additional charges. AudioCodes may also need to charge a
fee for cancellations and rescheduling as indicated in the Professional Services Terms and Conditions.
AudioCodes Professional Services are available for many of the above-mentioned Client deliverables, if
desired.
5.0 Change Orders

Changes made to the system, which differ from the original questionnaire as agreed upon from the kickoff
call, which result in a moderate to significant increase in the remote or on-site configuration effort will
become billable over and above the initial contract cost. The Change Order Request form is available in
the Professional Services Terms and Conditions..
6.0 Project Implementation Approval

AudioCodes will perform the Implementation service according to the agreed questionnaire and kickoff
call/meeting that was mutually agreed with the Client (e.g., by email or phone call). This agreement
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indicates approval by the Client and AudioCodes and authorizes the project to proceed, as well as
authorizing the companies to commit the staff and resources necessary to fulfill the implementation
service as defined in this SOW.
7.0 Project Implementation Acceptance

The implementation service will be completed according to the tasks defined in this SOW. Upon
completion of the implementation service or ninety (90) days from the original purchase date, whichever
comes first, AudioCodes will request the Client’s acceptance on AudioCodes Implementation Services. In
case the Client does not respond to such request within five (5) business days, AudioCodes will consider
the implementation service to have been completed. AudioCodes offers additional professional services
for any future implementation or configuration changes after acceptance.

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AudioCodes Implementation SOW Rev02

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AudioCodes Scope of Work (SOW)

Remote and On-site Implementation Services

Implementation services are available as two (2) separately priced services:

SOW – Remote and On-site Implementation Services

 Review AudioCodes software version levels and upgrade as necessary.

4.0 Client Responsibilities – Remote and On-Site

SOW – Remote and On-site Implementation Services

5.0 Change Orders

6.0 Project Implementation Approval

7.0 Project Implementation Acceptance

SOW – Remote and On-site Implementation Services

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