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Verizon City of La Quinta Unified Communications & VoIP Phone System 1 Confidential to Verizon and the City of La Quinta Cellco Partnership d/b/a Verizon Wireless 10170 Junction Drive, Floor 2 Annapolis Junction, MD 20701 November 23, 2018 Mike Rodriguez City of La Quinta City Manager’s Office (Subject: RFP –Unified Communications & VOIP Phone System) 78495 Calle Tampico La Quinta, CA 92253 Re: Response to Request for Proposal for Unified Communications & VoIP Phone System Dear Mr. Rodriguez Verizon Wireless (or “Verizon”) appreciates the opportunity to submit a response to the City of La Quinta (“the City”) Request for Proposal for Unified Communications & VoIP Phone System. We can offer a cost-effective wireless communications program with attractive rates designed to meet your wireless telecommunications needs. Verizon Wireless offers the most extensive and the most reliable cellular networks in the country, as well as the nation's most reliable high-speed wireless broadband network. We would like the opportunity to provide the City with our quality wireless services in all of the markets we serve at the best available price to the City. Verizon Wireless offers this bid utilizing the pricing and terms and conditions of the NASPO Value Point (“NVLPT”) Multi-State contract #1907 (f/k/a WSCA) (which has pre-negotiated terms, conditions, and pricing), to which the State of California subscribes and the City is authorized to utilize. Individual government entities are required to execute an NVLPT E-Rate Authorized User Agreement in order for the City to receive NVLPT contract pricing. Pricing under the NVLPT Contract is based upon the 10,000+ line attainment level, which allows us to offer the City a significantly higher discount than it would otherwise qualify for as a single entity. The NVLPT contract provides substantial discounts on service up to 22% off qualifying plans with a retail price of $34.99 or above), discounted equipment and 25% off the retail price of qualifying accessories. Should Verizon Wireless be awarded the City business, the NVLPT User Agreement/NVLPT E-Rate Authorized User Agreement between the parties shall be governed by the terms and conditions of NASPO Value Point f/k/a WSCA #1907, and any supplemental terms and conditions of the State’s Participating Addendum. This proposal does not incorporate or include any other prior written or oral communications, materials, documents, representations, or presentations of any kind. No part of this proposal may be modified unless done so in writing and signed by an authorized representative of Verizon Wire less. This proposal is valid for ninety (90) days from the date of this letter, unless otherwise agreed upon between the City and Verizon Wireless. City of La Quinta Unified Communications & VoIP Phone System 2 Confidential to Verizon and the City of La Quinta We look forward to your favorable review of our proposal. Should you have any questions or need further clarification on any aspect of this offer, please contact Sandy Baker, Government Account Manager, 619-964- 0020 or sandy.baker@verizonwireless.com Sincerely, Todd Loccisano Executive Director - Enterprise & Government Contracts City of La Quinta Unified Communications & VoIP Phone System 3 Confidential to Verizon and the City of La Quinta Table of Contents QUESTIONS TO VENDORS ....................................................................................................................................................................... 4 1. Introduction ...................................................................................................................................................................................... 4 2. Required Services ........................................................................................................................................................................... 4 3. Training ............................................................................................................................................................................................... 7 4. Feature Set ..................................................................................................................................................................................... 10 5. Single Point of Responsibility / Accountability ............................................................................................................... 13 6. Technical Requirements ............................................................................................................................................................ 13 7. General Questions ....................................................................................................................................................................... 19 8. Summary ......................................................................................................................................................................................... 33 Price Quote .................................................................................................................................................................................................. 36 Pricing Details ............................................................................................................................................................................................. 37 Professional Services: .................................................................................................................................................................... 37 One-time Equipment Offer: .......................................................................................................................................................... 39 Monthly Service Access: ................................................................................................................................................................ 41 City of La Quinta Unified Communications & VoIP Phone System 4 Confidential to Verizon and the City of La Quinta QUESTIONS TO VENDORS Please include in your application your responses to the questions asked below: 1. Introduction a. Describe the full network assessment you will provide. Verizon’s Response: Along with your Government Account Manager, Sandy Baker, a Verizon Solution Partner will review all aspects of the network including, internet connectivity, routers, firewalls, switches and cabling infrastructure. They will run specialized VOIP tests on all segments of the network to ensure the VOIP OneTalk system will always perform as needed. They will make recommendations on any adds, reconfigurations and settings changes needed in order for OneTalk to function. b. Indicate your ability to perform the cable installation and connections. Verizon’s Response: Verizon subcontracts licensed, certified and insured low voltage technicians. They can perform any low voltage cabling needed to any facility. This includes CAT3, CAT5, CAT6, Coax and Optical (Fiber). 2. Required Services a. Indicate your plan of action to perform and experience in performing the 911 services Verizon’s Response: Each One Talk phone will be assigned an E911 address. This address represents the location of the phone. If the phone is reassigned to a new location, the E911 address must be updated through the One Talk portal. b. Describe your solution to the Call Accounting System Verizon’s Response: Online Reporting Verizon’s My Business online resource can assist you in managing your wireless usage, evaluating trends and creating reports. My Business is designed in an easy-to-use, accessible format. You can manipulate and export data into your organization’s required formats through the use of Microsoft applications. With My Business you can:  Receive online reporting in a consolidated manner or broken out by account or wireless number  View individual phone information, such as airtime usage and call detail  Modify mobile number information to allow for specific, customized analysis City of La Quinta Unified Communications & VoIP Phone System 5 Confidential to Verizon and the City of La Quinta My Business provides a wide variety of comprehensive standard wireless reports, such as:  Charges Reports  Additional Charges – details monthly access, equipment charges, service & feature charges and taxes  Airtime Charges Detail – Details call usage and charges  Airtime Charges Summary – A summary of all your charges including taxes, services & features, access, airtime, etc.  Analyze Phone Charges – Detail view of charges and calls  Analyze Roaming Charges – Detail view of roaming calls  Most Expensive Calls - Calls with the highest charges  Purchase – All purchase activity details and charges  Usage Reports  Account Unbilled Usage – Current unbilled usage for the account  Billed Data Details – Data session details for multiple wireless numbers displayed simultaneously  Billed Messaging Details – Message details for multiple wireless numbers displayed simultaneously  Call Summary – Summary of voice usage and charges for each wireless number  Data Summary – Summary of data, messaging and purchase charges for each wireless number  Grand Total – Comprehensive Summary. Details total charges and total minutes.  International Travel Data High Alerts – A weekly list of high data usage alerts sent for current global data usage by wireless number.  Other Reports  Active Features – List of all features currently on your lines of service  Billing Structure – Your organization’s My Business users and their access within the online resource structures  Business Account Analysis – View a summary of your organization’s discounts and the amount of money saved, upgrade status and overage charges  Company Users – Your organization’s My Business users and their permissions within the online resource  Customer Invoice Management – A report with your own defined hierarchy  Deactivated Phones – Wireless numbers that have been deactivated  Device – Comprehensive summary of devices and upgrade eligibility You can add or remove fields from most existing standard reports. You can also create customized reports for the way your organization does business, including just the information you need – selecting from over 300 different reporting fields and order the fields in any sequence you want for your reports. You can save and schedule reports in advance, and receive an email when they are ready to be downloaded. You can also share City of La Quinta Unified Communications & VoIP Phone System 6 Confidential to Verizon and the City of La Quinta saved reports with others in your organization or keep them private and change sharing status as needed. Raw Data Download Raw data download (RDD) is a representation of your Verizon wireless bills and does not include any reporting structures you design in My Business. The download provides a holistic view of all of your statement data, and it is delivered in a .zip file with four individual .txt files. The .txt files are:  Account Summary - Represents the account summary section of a statement  Account and Wireless Charges Detail Summary - Represents the wireless number charges section of a statement  Account and Wireless Summary - Represents the wireless number summary section of a statement  Wireless Usage Detail - Represents the usage section of a statement RDD is available within approximately 7-10 business days of each completed bill cycle. While these reports will meet the vast majority of your requirements, additional non- standard reporting options may be available upon specific written request. Your Account Manager can provide further details. c. Describe your solution to comply with City’s proposed Unified Messaging and migration to VoIP and Office 365 2016 Verizon’s Response: In the past, companies had to buy separate business solutions for landline service and wireless service. With One Talk, that is no longer required. One Talk is a unique mobile solution that offers business calling features typically only available on traditional office phones. With One Talk, your employees can move calls seamlessly between One Talk desk phones (available exclusively from Verizon or authorized resellers) and smart devices over Verizon’s 4G LTE network. With One Talk, every number in the business is a Verizon wireless number including every Smartphone, every desk, conference phone and One Talk Mobile App. The main line of the business is connected to the Verizon wireless network. Each One Talk solution includes one Auto Receptionist and one Hunt Group feature at no cost. With One Talk, even though every number is a Verizon wireless number, the business has the flexibility to choose which devices will work best for its business. Some employees may only have a Smartphone, some employees may only have a desk phone, and some employees may be a combo user with a desk phone, Smartphone, PC, and tablet - all sharing a single Verizon wireless number. Benefits  Workspace collaboration - Group chat and live meetings with persistent storage and task management can now be added and quickly activated from Smartphones, tablets, City of La Quinta Unified Communications & VoIP Phone System 7 Confidential to Verizon and the City of La Quinta browsers and desktops with simple to use apps available on Android or iOS operating systems  Multi-site business support - New administrative features, such as call queuing and processing, are now available for allowing business customers to set up and manage multiple departments and locations with One Talk. It is ideal for organizations with branch sites, for example, extension dialing can be enabled between locations, including those with a traditional PBX  Additional enterprise features - Boosted collaboration and seamless customer experiences; on-site installation and setup by one of our partners; and, customizable policy management are additional benefits for enterprise customers looking to replace remote phone systems with cost-effective, mobile-first solutions 3. Training a. Indicate your comprehensive training solution to train City employees. Indicate if this is a “train the trainer” implementation. Verizon’s Response: Verizon’s solution partner will provide 1.5-2 hr. training with IT staff, authorized users, and key “super users” who will be able to train others.  Training will comprise three areas: - Core Phone Operations - Advanced Phone Operations - Portal Management  Core Phone Operations - These are the basics that cover 85% of most user’s experience in using the phone system. - Training covers: • Handling calls, putting calls on hold, transferring, parking • Speed dials, intercom, voicemail • Personalization and customization • FAQs  Advanced Phone Operations - Covers advanced features. Intended for IT staff and super users. - Training covers: • Busy Lamp Field City of La Quinta Unified Communications & VoIP Phone System 8 Confidential to Verizon and the City of La Quinta • Call Forwarding • Feature Access Codes (PDF Printout) • One Talk Mobile App (if permitted) • Accessing other VM Boxes/Sending voicemail message  Portal Management - For users authorized to make changes to the overall One Talk system - Training covers: • Call flow • User Information • Hunt Groups • Busy Lamp Field (functionality to be demonstrated below). b. Indicate your comprehensive training solution to train employees, with recommendations relative to staff time requirements. Verizon’s Response: City of La Quinta employees will receive 1 hour of comprehensive training that includes:  Core Phone Operations - These are the basics that cover 85% of most user’s experience in using the phone system. - Training covers: • Handling calls, putting calls on hold, transferring, parking • Speed dials, intercom, voicemail • Personalization and customization • FAQs  Advanced Phone Operations - Covers advanced features. Intended for IT staff and super users. - Training covers: • Busy Lamp Field • Call Forwarding • Feature Access Codes (PDF Printout) • One Talk Mobile App (if permitted) • Accessing other VM Boxes/Sending voicemail message City of La Quinta Unified Communications & VoIP Phone System 9 Confidential to Verizon and the City of La Quinta c. Provide a complete list of off‐premise training classes including description, time required, location and target audience. Are the costs for these serviced in the price schedule Verizon’s Response: Verizon’s partner, SystemGo IT can provide additional off-premise training after initial implementation is completed at the rate of $150 an hour, billable in 15-minute increments. d. Provide a summary of in‐house training for end users. Verizon’s Response: 1 Hour  Core Phone Operations - These are the basics that cover 85% of most user’s experience in using the phone system. - Training covers: • Handling calls, putting calls on hold, transferring, parking • Speed dials, intercom, voicemail • Personalization and customization • FAQs  Advanced Phone Operations - Covers advanced features. Intended for IT staff and super users. - Training covers: • Busy Lamp Field • Call Forwarding • Feature Access Codes (PDF Printout) • One Talk Mobile App (if permitted) • Accessing other VM Boxes/Sending voicemail message e. Indicate the number of manuals and operation handbooks to be provided to each employee on site at each location, at no additional cost to City Verizon’s Response: Each phone comes with a One Talk phone user manual. Additionally, we will provide a Features Access Code printout. f. Indicate the method that City will use to obtain additional manuals and /or handbooks. Verizon’s Response: City of La Quinta Unified Communications & VoIP Phone System 10 Confidential to Verizon and the City of La Quinta City may contact Government Account Manager for additional manuals and/or handbooks, which will be provided via electronic PDF file. 4. Feature Set a. A list of features was provided in Section 3, Scope of Service that outlined the “Feature Set.” Please indicate your inability to furnish a feature by listing it out. In addition, as this is not a complete list, please indicate any additional features that you feel are important for City to note. Feature Available w/ One Talk Today Not Avail. Today, On Roadmap Similar Feature Available Today Requires 3rd Party OR N/A Today Unified Messaging (Office 365 - 2016) X (Q4 2019 release at earliest) N/A Enterprise Mobility X Retention of Records X (Q2 2019 release at earliest) 3rd Party (System Go IT) Call Accounting System X (Q2 2019 release at earliest) Verizon’s My Business online resource as described in Section 2, paragraph b. 3rd Party (System Go IT) Automatic Call Distribution (ACD) X 911 Services X (911 Services are available by user profile level. Use of Mobile Application uses the 911 address entered on user profile and not the GPS signal of the native device.) Automatic Call Back X Call Waiting X Call Forward Busy / No Answer / All Calls X Call Redirect X Call Hold / Release X Call Park / Pickup X Call Transfer X City of La Quinta Unified Communications & VoIP Phone System 11 Confidential to Verizon and the City of La Quinta Calling Line ID Name & Number X (Q2 2019 release at earliest) X (Workaround available today and target launch to natively be built in by Q2 2019) Prime Line Select X Bridged Lines Shared Extensions on Multiple Phones X (7 devices total can share extensions. 2 Desk phones + 5 mobile clients) Bridged Call Appearances X Speaker Phone Capable X Auto / Speed Dial X Programmable Buttons w/ paperless labels X Paging & Group Paging X (1:1 paging available today on desk phones only.) 3rd Party (System Go IT) Direct Inwared Dial (DID) X Extension Dialing Between Locations X Automatic Call Distribution (ACD) Groups X Hunt Groups Custom Call Routing (CCR) X Find Me / Follow Me X (No ETA) Physical Equip. Limitation Alternative is One Talk's Line Sharing feature, which "allows the use of a phone line (MTN) on up to eight devices per user in the following combination: 1 smartphone, up to 2 desk phones and up to 5 One Talk Mobile Apps." Group Call Pickup X City of La Quinta Unified Communications & VoIP Phone System 12 Confidential to Verizon and the City of La Quinta Fax/Efax Management/Fax to Email/Fax Server 3rd Party (System Go IT) Remote Maintenance / Administration X Voicemail X Voicemail Forward to Email X (Q2 2019 release) 3rd Party (System Go IT) Night/After Hours Service X Soft Phone Features X (Q4 2018 release) Consistent and Excellent Voice Quality X Toll Charges, Classes of Service for Toll Restriction 3rd Party (System Go IT) Make/Drop Conference X Conference Bridging for Internal / External X (Q3 2019 release) Currently, One Talk offers 6-way Conferencing, which allows the user to "expand a voice call to include up to 6 participants without dialing in a conference bridge." Automatic Alternate Routing X Selective Call Forward/Scheduling Call Forward Capability to External Numbers X SMDR (Station Message Detailed Report) X(Q2 2019 release at earliest) 3rd Party (System Go IT) Music on Hold X Voicemail Light Indicator X (If VM to Email or any line forwarding rules are enabled, VM Light Indicator is removed) Remote Handsets X Voice Over VPN X (Not available if data connection is an LTE/wireless connection) City of La Quinta Unified Communications & VoIP Phone System 13 Confidential to Verizon and the City of La Quinta Integration w/ Leading Smartphones & tablets (enterprise support & products for mobile) X (Verizon Wireless Native dialer on smartphones Mobile Clients (carrier agnostic): Android & iOS PC Clients: Mac OS & Windows 64 bit (WIN7 +)) SIP Client Capable X Call Recording X (Q3 2019 release) 3rd Party (System Go IT) 5. Single Point of Responsibility / Accountability City’s expectation is to have a single point of contact, i.e. a single point of authority and a single contracting entity for this project. This is of a critical nature for this RFP; a contract will NOT be awarded to a vendor who does not have this single point of accountability. Indicate your understanding and compliance with this requirement. Verizon’s Response: Acknowledged. The single point of authority and single contracting entity for this project is Cellco Partnership d/b/a Verizon Wireless. 6. Technical Requirements a. Provide required / recommended connectivity to implement the proposed solution and pricing for recommended connectivity. Verizon’s Response: Based on responses to questions and our review of the SOW it appears that the City’s network is ready for One Talk implementation. The City’s network switches and existing cabling are sufficient for One Talk deployment. Any information that changes or is inaccurate on the part of the City will require Verizon to recommend a solution/fix. b. Provide a complete system design and methodology for assuring system wide voice quality. Verizon’s Response: Firewall configuration, sufficient connectivity, and user training will be the factors in system wide voice quality. Technicians will work with City IT to ensure proper VOIP settings are configured within relevant firewalls.  Device Configuration o Protocol: https, port 443 City of La Quinta Unified Communications & VoIP Phone System 14 Confidential to Verizon and the City of La Quinta  Signaling o Protocol: SIPoTLS, port 5061  Network Time Protocol: NTP, port 123  The URL for NTP can be delivered by your local DHCP server (option 42). If NTP is not delivered via DHCP, the fallback is to US NIST pool of time servers. Time zones are set using the 911 address of record for the device.  Protocol: SRTP (the key is negotiated in the SIP session which is encrypted within the TLS tunnel).  Voice/Video call RTP - Downstream  Protocol: UDP ports 11780-11800  Voice/Video call RTP - Upstream  Protocol: UDP ports: 14535-65535 City of La Quinta Unified Communications & VoIP Phone System 15 Confidential to Verizon and the City of La Quinta c. Recommend and illustrate equipment to be installed by City Verizon’s Response: For this proposal, Verizon recommends the T46G, illustrated below. We offer a wide variety of One Talk compatible devices, also illustrated below. City of La Quinta Unified Communications & VoIP Phone System 16 Confidential to Verizon and the City of La Quinta d. Provide a solution to redundancy / failover in case of system wide failure, ensuring that the system is operational. Verizon’s Response: Redundancy is a key strength of Verizon One Talk. We start with the Verizon One Talk mobile apps that users can sync up to their deskphones. These apps are data reliant outside of the network. If mobile apps are not a permitted solution for City employees, Verizon’s Solution Partner will also work with City IT staff to ensure Cradlepoint failover, and redundant circuits are in place, removing any sole reliance on a singular ISP. City of La Quinta Unified Communications & VoIP Phone System 17 Confidential to Verizon and the City of La Quinta e. VoIP will require specialized training for system administration staff. Vendor will supply ALL additional equipment and software for system programing and operation. Indicate your solution to this requirement. Verizon’s Response: Verizon’s Solution Partner will provide the City with 1.5-2 hours of training with IT staff, authorized users, and key “super users” who will be able to train others.  Training will comprise three areas: - Core Phone Operations - Advanced Phone Operations - Portal Management  Core Phone Operations - These are the basics that covers 85% of most user’s experience in using the phone system. - Training covers: • Handling calls, putting calls on hold, transferring, parking • Speed dials, intercom, voicemail • Personalization and customization • FAQs  Advanced Phone Operations - Covers advanced features. Intended for IT staff and super users. - Training covers: • Busy Lamp Field • Call Forwarding • Feature Access Codes (PDF Printout) • One Talk Mobile App (if permitted) • Accessing other VM Boxes/Sending voicemail message  Portal Management - For users authorized to make changes to the overall One Talk system - Training covers: • Call flow • User Information • Hunt Groups • Busy Lamp Field (functionality to be demonstrated below). City of La Quinta Unified Communications & VoIP Phone System 18 Confidential to Verizon and the City of La Quinta f. System security features need to be built in allowing the administrator to remotely assess all levels of users. Indicate your ability to provide this level of security. Verizon’s Response: Verizon offers My Business, an online, self-service resource to assist organizations in managing their wireless usage, evaluating trends, creating reports, and viewing their invoices. With Verizon’s My Business online resource, the authorized contact can remotely assess all levels of users. My Business is designed in an easy-to-use, accessible format -- you can manipulate and export data into your organization’s required formats through the use of Microsoft applications. With My Business you can:  Browse devices/accessories and plans/features available under your corporate contract  Create and review orders  View invoices and make payments  Receive online reporting in a consolidated manner or broken out by account or wireless number  Complete account maintenance transactions near real time g. Provide documentation showing call handling and device addressing schemas, initial equipment inventory for each location including model/serial numbers, switches, routers, and other relevant equipment. Verizon’s Response: Call handling documentation will be provided via the training portion of implementation. Equipment inventory will be a mixture of the T46G phones with the conference room phones placed as needed. Although Verizon Wireless does not offer equipment inventory management, by using the “Device Report” functionality of our My Business online resource, you have the ability to verify data about your wireless equipment, such as user name, wireless number, make/model of device and upgrade eligibility date. h. The vendor‐‐‐provided project manager for installation and continuing contact with the vendor is a critical position. City wishes to be able to meet and interview this person as part of any finalist interview. Please indicate concurrence with this philosophy. Verizon’s Response: Acknowledged. Your Government Account Manager, Sandy Baker, will be the acting project manager and primary vendor point of contact for the installation and continuing contact with the City. City of La Quinta Unified Communications & VoIP Phone System 19 Confidential to Verizon and the City of La Quinta i. Vendor will provide below a complete listing of maintenance and support services indicated and the range of services offered. Verizon’s Response: Verizon will procure an installation team for the One Talk rollout. Ongoing firmware upgrades will be released by Verizon, allowing phones to always have the newest features + best security. Support services beyond City IT will include a support desk that provides M-F 8-5 support. In the event support outside of those hours is needed, customer can utilize Verizon support at 800-922-0204. Verizon will be fully available for any necessary account maintenance. 7. General Questions a. How many years has your company been in business? How long have you been providing telephone systems? What is your company’s primary line of business? Verizon’s Response: The companies that merged to form Verizon Wireless in 2000 had been in business for an average of 15 years prior to the merger. Verizon Wireless was formed by the combination of the domestic wireless businesses of Verizon Communications Inc. (formerly Bell Atlantic Corporation and GTE Corporation) and Vodafone Group Plc. This includes, primarily, the assets of Bell Atlantic Mobile, AirTouch Cellular and GTE Wireless. Below is a brief timeline of Verizon Wireless’ company history. Corporate Milestones  July 28, 1998: Bell Atlantic and GTE Corporation agreed to merge.  Sept. 21, 1999: Bell Atlantic and London-based Vodafone AirTouch Plc (now Vodafone Group Plc) announced that they had agreed to create a new wireless business - with a national footprint, a single brand and a common digital technology - comprised of Bell Atlantic’s and Vodafone’s U.S. wireless assets (Bell Atlantic Mobile, AirTouch Cellular, PrimeCo Personal Communications and AirTouch Paging).  Dec. 2, 1999: Bell Atlantic Mobile completed its acquisition of Frontier Cellular, expanding the company's East Coast footprint into upstate New York.  April 3, 2000: Bell Atlantic and Vodafone AirTouch Plc signed an agreement forming the new national wireless business. The companies anticipated the new operation would be strengthened by the addition of GTE's domestic wireless properties, as part of the then pending Bell Atlantic/GTE merger.  April 4, 2000: Day One for the new wireless joint venture, branded as Verizon Wireless.  June 30, 2000: Bell Atlantic and GTE merger was completed, creating Verizon Communications. The addition of GTE wireless assets made Verizon Wireless, at that time, the nation's largest wireless communications provider. Verizon Communications then became the majority owner (55 percent) of Verizon Wireless, with management control of the joint venture. City of La Quinta Unified Communications & VoIP Phone System 20 Confidential to Verizon and the City of La Quinta  January 9, 2009: Verizon Wireless acquired Alltel. With the inclusion of Alltel’s assets Verizon Wireless became the nation’s largest wireless communications provider and provider of the largest 3G network.  September 2, 2013: Verizon Communications entered into an agreement with Vodafone to acquire Vodafone’s share of Verizon Wireless.  February 21, 2014: Verizon Wireless became an indirect, wholly-owned subsidiary of Verizon Communications. Verizon is a direct wireless service provider; Verizon is not a reseller of wireless services. b. Provide a brief overview of your company (furnish your business philosophy, mission statement, management structure, organization chart, etc.). Verizon’s Response: Verizon Wireless is an indirect, wholly-owned subsidiary of Verizon Communications Inc. Integrity is at the heart of everything we do: we adhere to the standards of our Code of Conduct, our Credo, and our Core Values of integrity, respect, performance excellence and accountability. Our governance structure promotes effective decision-making, compliance and accountability. For further information please visit: https://www.verizon.com/about/sites/default/files/Verizon-Code-of-Conduct.pdf https://www.verizon.com/about/sites/default/files/Verizon-Credo.pdf https://www.verizon.com/about/investors/corporate-governance Verizon’s vision statement is:  “To be the leading provider of wireless communications and information services and the recognized market leader." Verizon’s mission statement is:  “At Verizon, we have one mission: to give humans the ability to do more in this world. We call it Humanability, and it’s why we’re partnering with visionaries from just about every industry you can imagine, using technology and data to turn innovative ideas into realities. We don’t wait for the future - we build it. Building the future means we’re continuously inventing for new markets and revenue opportunities yet to emerge. From smart cities, connected cars and data-driven supply chains to pioneering disruptive industry transformation, it will all be made into a reality by our unique technology.” Below is the organization chart for Wireless Operations. City of La Quinta Unified Communications & VoIP Phone System 21 Confidential to Verizon and the City of La Quinta Krista Bourne President South Central Market Kevin Zavaglia President North East Market Jonathan LeCompte President Pacific Market Russ Preite President South East Market John Granby President Great Lakes Market Wendy Taccetta President North Central Market Nancy Clark Leader Wireless Customer Care Operations Nicki Palmer Leader Wireless Network Frank Boulben Leader Wireless Strategy & Marketing Miguel Quiroga Leader Strategic Initiatives Mario Turco Leader Wireless Wholesale Luis Cruz Leader Global Implementation T.J. Fox Leader Wireless Business Group John Colaiuti Leader Wireless Indirect John Townsend Leader Finance Operations Tami Erwin EVP - Wireless Operations Ronan Dunne EVP & Group President Wireless Hans Vestberg Chief Executive Officer c. How many employees do you have? What is the total years’ experience your employees have in this profession; what is the average? Verizon’s Response: At the beginning of the fourth quarter of 2018 [October 1, 2018] Verizon Wireless had 59,224 employees. The support team for our government accounts is typically as follows: Position Typical Experience Role Account Manager 5 years Responsible for sales and customer support to business accounts within assigned geographic territory. Expertise includes consultative support, sales presentations, training, problem resolution, and calling plan analysis. City of La Quinta Unified Communications & VoIP Phone System 22 Confidential to Verizon and the City of La Quinta Technical Specialist 3-5 years Essential knowledge of cellular networking, switch operations, and data applications. Investigate, diagnose, and resolve customer inquiries. Troubleshoot roaming issues, support 800 line specialists, Company Stores, and roaming partners. Customer Service Representative 4 years Implement voice and data applications and resolve daily operational issues. Client Partner- Connected Solutions 5 years Essential knowledge of and support for sales, design and implementation of data applications and solutions. Assists the Account Manager on an “as needed” basis. Technical Support 5 years Team with specialized knowledge of cellular networking, switch operations, especially focused on data applications and solutions. Investigate, diagnose, and resolve customer inquiries beyond basic billing/device concerns. Coordinates trouble resolution with Verizon Network Repair Bureau, suppliers and wireless solution partners. d. State the type of ownership of your company. Give the state and date of your incorporation if applicable. List headquarters and regional / full‐service /office locations, and website address. Verizon’s Response: Cellco Partnership d/b/a Verizon Wireless is a general partnership formed under the laws of the State of Delaware and is an indirect, wholly-owned subsidiary of Verizon Communications Inc. Verizon Communications Inc. is a publicly-traded company and has its City of La Quinta Unified Communications & VoIP Phone System 23 Confidential to Verizon and the City of La Quinta principal executive offices located at 1095 Avenue of the Americas, New York, New York 10036 (telephone number 212-395-1000). Verizon Wireless is headquartered at One Verizon Way, Basking Ridge, NJ 07920-1097 with six Market headquarter offices:  North East: Morristown, NJ  South East: Alpharetta, GA  Great Lakes: Schaumburg, IL  South Central: Irving, TX  North Central: Denver, CO  Pacific: Irvine, CA Our website is: www.verizonwireless.com e. Provide the key contact name, title, address, telephone and fax numbers. Also identify the person(s) authorized to contractually bind the organization. Provide resumes for owners and key sales personnel. Verizon’s Response: Key Contact Name: Sandy R. Baker, Government Account Manager 9868 Scranton Rd, 02 Floor San Diego, CA 92121 Phone: (619) 964-0020 Fax: (951) 826-2888 City of La Quinta Unified Communications & VoIP Phone System 24 Confidential to Verizon and the City of La Quinta Person Authorized to Contractually Bind Cellco Partnership d/b/a Verizon Wireless: Todd Loccisano, Executive Director – Enterprise & Government Contracts 10170 Junction Drive, 02 Floor Annapolis Junction Md. City of La Quinta Unified Communications & VoIP Phone System 25 Confidential to Verizon and the City of La Quinta f. Please provide status of any current or pending litigation against your company that might affect your ability to deliver the services that you offer. Verizon’s Response: In the ordinary course of its business Verizon Wireless and its predecessor companies have been defendants in various actions brought by consumers as individuals and as part of class actions, and by resellers relating to terms and conditions of service. In addition, agents have brought actions relating to contractual issues and alleged unfair trade practices. Industry-wide, various individual claims and class actions have been brought against wireless carriers, including Verizon Wireless, concerning the alleged health effects of wireless phones and consumer disclosures relating to potential health effects. However, we do not believe any such matters would materially and adversely impact the ability to meet our contractual obligations with the City of La Quinta. g. Do you anticipate that your company will be acquired in the foreseeable future? Is your company planning to acquire any other companies? If yes, please provide the names of the companies and the nature of the business. Verizon’s Response: To compete effectively in today’s dynamic marketplace, we are focused on transforming around the capabilities of our high-performing networks with a goal of future growth City of La Quinta Unified Communications & VoIP Phone System 26 Confidential to Verizon and the City of La Quinta based on delivering what customers want and need in the new digital world. We believe that steady and consistent investments in our networks and platforms will drive innovative products and services and fuel our growth. Our strategy requires significant capital investments, primarily to acquire wireless spectrum licenses and other assets of wireless service providers in select markets. We believe the buying, selling and exchanging of spectrum licenses have allowed us to continue to enhance the reliability of our network, while also resulting in a more efficient use of spectrum. Recent spectrum transactions by Verizon Wireless include:  During the first and second quarters of 2018 we entered into and completed various wireless license transactions for an insignificant amount of cash consideration.  During the third quarter of 2017, we entered into a license exchange agreement with affiliates of T-Mobile USA, Inc. to exchange certain AWS and PCS spectrum licenses. This non-cash exchange was completed in the fourth quarter of 2017.  During the first quarter of 2017, we entered into a license exchange agreement with affiliates of Sprint Corporation, which provides for the exchange of certain Personal Communication Services (PCS) spectrum licenses. This non-cash exchange was completed in May 2017.  During the fourth quarter of 2016, we entered into a license exchange agreement with affiliates of AT&T Inc. to exchan ge certain Advanced Wireless Services (AWS) and PCS spectrum licenses. This non-cash exchange was completed in February 2017.  During the first quarter of 2016, we entered into a license exchange agreement with affiliates of Sprint Corporation, which provides for the exchange of certain AWS and PCS spectrum licenses. This non-cash exchange was completed in September 2016.  During the fourth quarter of 2015, we entered into a license exchange agreement with affiliates of AT&T Inc. (AT&T) to exchange certain Advanced Wireless Services (AWS) and Personal Communication Services (PCS) spectrum licenses. This non-cash exchange was completed in March 2016.  During the fourth quarter of 2015, we completed a license exchange transaction with an affiliate of T- Mobile USA Inc. (T- Mobile USA) to exchange certain AWS and Personal Communication Services (PCS) licenses.  In January 2015, the Federal Communications Commission (FCC) completed an auction of 65 MHz of spectrum in the Advanced Wireless Services (AWS)-3 band. We participated in that auction and were the high bidder on 181 spectrum licenses, for which we paid cash of approximately $10.4 billion. The FCC granted us these spectrum licenses in April 2015. Other strategic transactions: City of La Quinta Unified Communications & VoIP Phone System 27 Confidential to Verizon and the City of La Quinta  In February 2018 we closed on our acquisition of Straight Path Communications Inc., a holder of millimeter wave spectrum configured for 5G wireless services.  In January 2018, we closed on our acquisition of NextLink Wireless, which holds millimeter-wave spectrum licenses. The spectrum acquired as part of this transaction will be used for our 5G technology deployment in the 28 and 39 GHz bands.  In December 2017, Verizon completed our $225 million purchase of fiber-optic network assets serving the Chicago market from WideOpenWest, Inc. The transaction is part of our effort to scale and accelerate deployment of next- generation broadband services. For Verizon, the transaction secures fiber to more than 500 macro-cell wireless sites and more than 500 small-cell wireless sites in the Chicago area. The high-capacity fiber network is designed to support multi-use services and already connects Verizon Wireless macro towers and small cells, reducing future leasing costs.  In November 2017, we entered into a joint agreement with Tillman Infrastructure and another wireless carrier to build hundreds of cell towers, with the potential for significantly more new site locations in the future. These new structures will add to the overall communications infrastructure in the U.S., and will fulfill the need for new locations where towers do not exist today.  During March 2015, we completed a transaction with American Tower Corporation (American Tower) pursuant to which American Tower acquired the exclusive rights to lease and operate approximately 11,300 of our wireless towers. Under the terms of the leases, American Tower has exclusive rights to lease and operate the towers over an average term of approximately 28 years. As part of this transaction, we sold 162 towers for $0.1 billion. We have subleased capacity on the towers from American Tower for a minimum of 10 years at current market rates, with options to renew. Verizon Wireless is an indirect, wholly-owned subsidiary of Verizon Communications, which has completed strategic transactions in Internet of Things, telematics, and digital media. h. Include names of three (3) current customers (title and phone numbers) that have had installations like that described in this RFP and a letter of recommendation from each. Verizon’s Response: Reference 1 Alabama State Legislature Ernest Ince, Systems Manager Alabama Legislative Computer Center Alabama State House 11 S Union St - Suite 107 Montgomery Al, 36104 Phone: 334-261-0561 ernest.ince@al-legislature.gov City of La Quinta Unified Communications & VoIP Phone System 28 Confidential to Verizon and the City of La Quinta Reference 2 City of Belle Glade Hector Arango – IT Director Phone: 561-257-9555 harango@belleglade-fl.com Reference 3 Southwest Georgia RESA Vivian Pickett Phone: (229) 232-8277 Exception with clarification. We were unable to obtain letters of recommendation from each customer however we have provided point of contact information for companies that have agreed to act as references for our wireless services. These companies will determine what information they will share with you when contacted by your organization. i. Please include reference names of former customers, if any, (title and phone numbers) and the reasons for disengagement of your services. Verizon’s Response: We consider our customers’ information as private and confidential and cannot provide such information to third parties without the express written permission from our customers. We have not obtained such permission and therefore cannot provide the customer information requested. With respect to its government customers, Verizon has not had any of its master contracts terminated for default. In the ordinary course of business service orders may be terminated for varying reasons. j. What type of insurance coverage do you carry? Describe the amount of coverage. Verizon’s Response: Verizon has commercial general liability coverage with National Union Fire Insurance Company of Pittsburgh, with its current term beginning June 30, 2018 and ending June 30, 2019. The insurance broker is Aon, located at 199 Water Street, New York, New York, 10038. City of La Quinta Unified Communications & VoIP Phone System 29 Confidential to Verizon and the City of La Quinta k. Describe any other value‐added services your company can provide. City of La Quinta Unified Communications & VoIP Phone System 30 Confidential to Verizon and the City of La Quinta Verizon’s Response: One Talk Mobile App & Dialer Each One Talk User Line can be shared across any one or combination of the device types supported. With a limitation of eight (8) different devices the One Talk number can be used on desk phones (up to two (2) different devices per line), mobile app (up to five (5) different devices per line), and/or one dialer (Basic or Enhanced) device per line. One Talk Mobile App The One Talk Mobile App is available for use on any Verizon business account in the domestic U.S. Users must be preauthorized or issued a Verizon One Talk telephone line by their business. You can add a single One Talk number on up to five different mobile devices with the One Talk mobile app installed (available for Android and iOS). The One Talk mobile app can be used on Smartphones and tablets (iOS 9.0 and later, Android 5.0 and later) from any U.S. carrier, but a monthly subscription to the One Talk service is required. When using the One Talk mobile app on your wireless carrier’s network, voice and video calls consume data, which will apply against any applicable allowances under your wireless carrier’s data plan. As an alternative, voice and video calls can also be made or received over Wi-Fi when connected to a Wi-Fi network with broadband Internet. Note: Configure your device’s settings for your preferred connection. The One Talk Mobile App can be added over the top for a 2-number solution on your employees’ existing Smartphone and/or tablet, or added to your employees’ personal devices (BYOD). In this case, Smartphones and wireless tablets retain their existing number, and a One Talk number is added to the phone as the business number. Other associated devices will share the same One Talk business number. In order to access One Talk features and use their One Talk business number, users of devices with the One Talk Mobile App must use the App to place and receive calls. The One Talk Mobile App:  Enables you to support BYOD  Provides similar look and feel of the One Talk Dialer  Outgoing calls must be initiated from the One Talk Mobile App and incoming calls must be placed to the One Talk number to take advantage of One Talk features - If a call is placed from the phone icon, it does not use One Talk - If an incoming call is placed to the native number [the number that is assigned to the cellular device at purchase] it acts BAU and does not use One Talk  Text messages can be sent from the One Talk Mobile App, but are separate from the native texting app [the texting app that comes standard on a cellular device] (dual numbers). Any texting app on the device can be set as the default app, including the One Talk Mobile App  The One Talk Mobile App must be launched each time the device is reactivated City of La Quinta Unified Communications & VoIP Phone System 31 Confidential to Verizon and the City of La Quinta  Enables you to retain use of your Verizon wireless MTN while deployed abroad - Mobile App in a Smartphone/tablet over Wi-Fi • User can call to the U.S. at no charge (no data roaming charges apply); user calling any other non-US number will incur international calling charges based on the destination country - Mobile App in a Smartphone/tablet over Cellular • User can call to the U.S. at no charge (local data roaming charges apply); user calling any other non-US number will also incur international calling charges based on the destination country Please note: One Talk MDNs that are not associated with a dialer cannot subscribe to a Verizon wireless international travel plan. Dialer (Enhanced or Basic) The dialer options on the Smartphone make all originated and received calls a more natural experience. Just make or answer a call as you normally would, and all of your business features are right there on the screen. Use of the dialer requires a qualifying Verizon wireless plan, 4G LTE-capable device, 4G LTE service with Verizon HD Voice on the line of service. One Talk Supported Devices With One Talk, your mobile telephone number is shared across multiple devices, giving you access to calls and business telephone features on any of your common devices, including Smartphones, tablets, and Verizon One Talk desk phones. One Talk can be used on most Verizon Smartphones or tablets, as well as any other carrier’s Smartphones or tablets. Verizon Smartphones  Android Enhanced Dialer - Verizon Wireless mobile number (must have Verizon Wireless service) on the following devices: - Samsung Galaxy S®6 - Samsung Galaxy S6 edge - Samsung Galaxy S7 - Samsung Galaxy S7 Edge  Basic Dialer - iPhone® SE - iPhone 6s (and 6s Plus) - iPhone 7 (and 7 Plus) - iPhone 8 (and 8 Plus) - iPhone X  Android™ Basic Dialer City of La Quinta Unified Communications & VoIP Phone System 32 Confidential to Verizon and the City of La Quinta - Kyocera DuraForce PRO - LG G7 ThinQ™ - LG V40 ThinQ - Google Pixel 2 - Google Pixel 2 XL - Moto g6 - Moto Z2 force - Moto Z3 - Samsung Galaxy J3 Eclipse - Samsung Galaxy J3 V (3rd Gen.) - Samsung Galaxy J7 V (2nd Gen.) - Samsung Galaxy Note8 - Samsung Galaxy Note9 - Samsung Galaxy S8, S8+ - Samsung Galaxy S9, S9+ Verizon and other Service Provider Smartphones and Tablets - Over the Top Mobile App  One Talk App (available from the Google Play™ Store and Apple® App Store®)  iOS 10.0 and newer releases  Android 5.0 and newer releases Desk Phones  T41P IP Desk Phone, Basic - Cost-effective, entry-level, 3-line, 6-button business phone with standard business phone features, LCD screen and scroll selection controls  T46G IP Desk Phone, Medium and T46GW IP Desk Phone, Medium Wi-Fi - Ideal for managers and assistants, these phones are equipped with standard phone features, 3 lines and 10 buttons, plus a larger color screen, and the added functionality of available Wi-Fi connectivity. Both mid-level phones require a Wi-Fi adaptor. The T46GW includes a Wi-Fi adaptor, while the T46G does not  T49G IP Desk Phone, Executive Video - Suited for power-users or executives, these phones offer advanced calling features, built-in Wi-Fi, camera, 2-way video calling and a larger HD color touch–screen LCD  CP920 Conference Phone – Provides a clear and easy communication experience for conferencing in-room and remote participants. Key features include a three microphone array providing voice pickup up to 20 foot and 360-degrees, built in Bluetooth & Wi-Fi, supports USB call recording, HD Voice and PoE supported City of La Quinta Unified Communications & VoIP Phone System 33 Confidential to Verizon and the City of La Quinta  W60 DECT Phone - the next-generation SIP DECT handset combines quality, reliability and flexibility. With more functions, lines and mobility, it provides users with the convenience of in-building mobile communication, along with the widely accepted benefits of VoIP. The W60 delivers long talk time, high standby time, superior speech quality and quick charging, making it the ideal cost-effective solution for small and medium-sized businesses Please note: One Talk desk phones utilize Voice over Internet Protocol (VoIP) technology, and require a broadband Internet connection to connect to the Verizon wireless network. Porting We have made significant porting enhancements to simplify the user experience of moving lines over to Verizon from other carriers.  Your organization can select a port completion date  Your organization will receive port confirmation communications - Once you have provided the desired due date, you will receive an email notification alerting you of, the release confirmation from your current carrier; or, if the carrier releasing the number has provided a different date, you will also receive an email informing you what the new confirmed date is. Through this enhancement we are giving organizations the ability to fully control when they want the porting to occur, and, more importantly notifying them of any changes to their selected due date. The email notifications will also remind organizations to go into our My Business online resource to customize the settings of the number[s] about to be ported, to the specific needs of their business. This will ensure a seamless transition into One Talk  All numbers to port can be on the same order 8. Summary a. Explain in one page or less how your solution will differentiate you from other vendors and why we should choose you as our successful vendor. List the unique features that give your company a competitive edge in the telephony industry Verizon’s Response: Humanability At Verizon, we have one mission: to give humans the ability to do more in this world - we call it “Humanability”, and it’s why we’re partnering with visionaries from just about every industry imaginable, using technology and data to transform innovative ideas into realities. The Fourth Industrial Revolution City of La Quinta Unified Communications & VoIP Phone System 34 Confidential to Verizon and the City of La Quinta We are on the cusp of a technological revolution that will fundamentally change how we live, work and play. The Fourth Industrial Revolution is blurring the lines between physical and digital. Everything that can be connected will be. Some call it the “Cyber Physical” era, building on such technologies as artificial intelligence, autonomous cars, robotics and biotechnology to prime a fresh wave of innovation - all of it enabled by the low latency, faster speeds and continuous connectivity of next-generation wireless technology. The widely varying technologies of the Fourth Industrial Revolution are starting to take shape while some others are still being created. What they have in common is this: all of them have the power to reshape entire industries. This next industrial revolution will take place on Verizon’s network, and it will positively impact business like no technology we have seen before. 5G We don’t wait for the future, we build it. Throughout our history, we’ve always been at the forefront of technological innovation. We’ve led the transformation of the wireless industry from analog to today’s fourth-generation LTE service. Now, we have an unprecedented opportunity before us as we drive the evolution of the U.S. wireless industry towards the fifth generation (5G) of mobile services. Not too long ago, people were saying 5G would not be possible until sometime between 2020 and 2022. Only one carrier has been consistent in its actions and messaging regarding 5G - Verizon has the spectrum bandwidth needed to provide the rich services of true 5G and engineering knowhow to lead the industry in providing the full suite of 5G services. Our investment in prepositioning of assets will enable us to deliver the full range of 5G services, including mobility, residential broadband [using radio signals rather than copper or fiber cables], sub-millisecond latency applications, and other advanced consumer and IoT (Internet of Things) use cases. On October 1, 2018, we turned on the world’s first commercial 5G network - our 5G Home service for consumers - in parts of Los Angeles, CA, Houston, TX, Sacramento, CA, and Indianapolis, IN, on our 5G Ultra Wideband network; on October 24, 2018, we added Panama City, FL, to our list of 5G cities. With 5G, we will continue to drive innovation across the technology landscape to bring new solutions to market for our customers. Benefits of Choosing Verizon In a marketplace where some of our competitors ask customers to compromise on network quality, we, at Verizon, are united in our belief that “better matters” and confident of the unique role we play in delivering all the benefits of the digital world to our customers. A device is only as good as the network it’s on and Verizon’s 4G LTE network is the most reliable and in more places than any other 4G LTE network. We believe that steady and consistent network and platform investments provide the foundation for innovative products and services. The depth and breadth of our network provides our fundamental strength and is the basis for our competitive advantage. Our thoughtful technology choices, well-rounded spectrum assets and excellence in execution position us for continued 4G distinction and 5G leadership. City of La Quinta Unified Communications & VoIP Phone System 35 Confidential to Verizon and the City of La Quinta Verizon will never settle for second best and neither should our customers. We’ve built our reputation on delivering the best network, hands down. We deliver that experience because we plan for it, and invest in it, month after month, year after year. Only one wireless network is recognized time and time again as the leader in network performance by independent third parties using different approaches (drive testing, consumer experience studies). While we did not build our network to collect awards, these awards and the studies underlying them matter because they confirm that our customers enjoy the best mobile experience in the industry. In addition to offering your employees the best mobile experience, by choosing Verizon as your wireless network provider, your organization will receive a host of benefits, such as:  Flexible domestic and international voice, text and data plans  Discounts based on your number of lines, not annual revenue commitments  A Verizon account team dedicated to providing outstanding service and support to the City’s employees - Our Account Managers and Connected Solutions Internet of Things (IoT) sales and support staff can work directly with your IT management to design wireless network solutions tailored to your specifications and business requirements - Through regularly scheduled meetings, we will work with <<client>> to assist you in finding new ways to control your wireless costs while leveraging new technologies to improve your operational efficiencies  Responsive, expert technical support  Our online ordering, reporting and invoicing tool – My Business - is easy to use, convenient, available 24/7, and the fastest way for account changes to take effect. Your authorized contact can perform account management functions and control your employees’ ability to place orders We also offer Executive Briefings, which are strategic meetings designed to give you a deep view into our vision, strategy/capabilities, and they also serve as a forum for you to share your organization’s vision, strategy and needs with us. City of La Quinta Unified Communications & VoIP Phone System 36 Confidential to Verizon and the City of La Quinta Price Quote City of La Quinta Unified Communications & VoIP Phone System 37 Confidential to Verizon and the City of La Quinta Pricing Details Professional Services: SystemGo IT will assign a dedicated Project Manager to completely manage the implementation of your One Talk VoIP solution. This includes: Installation  Meeting and coordinating with La Quinta technical staff to ensure proper preparedness for network infrastructure  Scheduling on-site installation of handsets, mobile applications, and conference phones  On-site installation of phones at each location Configuration  Pre-installation white-boarding to determine necessary call flow, hunt groups, auto-receptionists, and after-hours rules  Send La Quinta user import file to be filled out  Creation and configuration of users, call flows, hunt groups, auto-receptionist, and afterhours rules in the La Quinta One Talk online portal Training  On-site training for designated La Quinta “super users” who will become system experts, tasked with training and providing first level support to other users  On-site training for “system administrators”, usually technical staff, who will be able to make user and system changes, in advanced features and configuration changes  Two- Initial on-site training sessions for basic phone users on how to use the basic, most common functions, including placing and receiving phone calls, transferring calls, and checking voicemail. Support SystemGo IT is pleased to support our One Talk customers for 6 months after date of installation. This includes anything that falls under the One Talk system itself (i.e. adding a user, help with call forwarding, etc.). Any work involving network infrastructure (i.e. adding a new drop, installing new router, poor call quality due to network issues, etc.) will be considered billable, which will be communicated to client beforehand. Key Assumptions:  All work will be performed during normal business hours, normal business hours are defined as Monday- Friday 8-5 PST.  All tasks will be performed in a single visit unless otherwise agreed to by all parties.  CAT5/6 cable is in place and located within 6 feet from the installation location of the One Talk  Desk Phones, or an extra-long cable is available.  Network is configured to support One Talk Desk Phones. City of La Quinta Unified Communications & VoIP Phone System 38 Confidential to Verizon and the City of La Quinta  All phones are being placed on a desk, there are no wall mount phones.  All phones are onsite prior to technician arrival.  Pre-installation check list has been completed and returned.  Provide call mapping/flow for Users, Hunt Group and Auto Attendant prior to technician being scheduled.  Suitable bandwidth is in place.  The “Pre-Installation Check List” has been completed and returned to SystemGo IT.  SystemGo IT will provide remote resources to configure portal. If an onsite resource is required to configure portal additional charges will apply.  SystemGo IT is not responsible for the setup or configuration of the clients’ network.  The customer agrees that any installation, configuration, or modification of equipment, outside of the service offerings listed above, is performed on an as needed and “as is” basis, billed at the time and materials rate. SystemGo IT shall not be held responsible for equipment performance.  A bandwidth test has been performed and there is adequate bandwidth at location to support VoIP.  Union labor is not required. Customer Responsibilities The customer is responsible for the following to ensure the installation runs smoothly and efficiently.  Customer is responsible to accurately and completely answer the “Pre-Installation Check List”.  Customer must provide call mapping/flow for Users, Hunt Group and Auto Attendant.  Client must setup a new user setup in MyPOC on their Verizon portal and provide SystemGo IT with those credentials.  Client must allow technicians access to all areas that devices are to be installed (only applies to the full installation).  All CAT 5/6 Cabling is in place and clearly identifiable with labels, unless SystemGo IT installs cabling (additional charge).  SystemGo IT must receive an extensions assignment sheet with floor plan for each user receiving a desk phone.  Network is configured to support One Talk Desk Phones. (VLANs, QoS, Port assignments).  Client must pre-schedule number port to Verizon One Talk.  All users that require assistance loading the One Talk application on their phone are present onsite. Restrictions  Customer is responsible for all charges outside of SystemGo IT’s capabilities.  Customer agrees that any installation, configuration, or modification of equipment is performed on an as needed and as is basis. SystemGo IT shall not be held responsible  Customer is responsible for any additional work to complete installation at a Time and Materials hourly rate of $150 an hour. Examples Include but are not limited to: - Troubleshooting or configuration of network equipment including modems, routers, firewall, switches, hubs, or access points. City of La Quinta Unified Communications & VoIP Phone System 39 Confidential to Verizon and the City of La Quinta One-time Equipment Offer: City of La Quinta Unified Communications & VoIP Phone System 40 Confidential to Verizon and the City of La Quinta City of La Quinta Unified Communications & VoIP Phone System 41 Confidential to Verizon and the City of La Quinta Monthly Service Access: One Talk Solution: Government Subscribers Only The plans/features below reflect any applicable discount. No additional discounts apply. One Talk is a business telephone system that combines landline and mobile phone capabilities into a fully integrated mobile and office solution providing a single telephone number (“Mobile Data Number/MDN”) with the same mobile and landline features. One Talk Solution: Desk Phone/Mobile Client Price Plan Type Line Level Plans (e.g. Flexible Business Plans, Custom Flexible Business Plans, Nationwide, America’s Choice®) Account Level Plans (e.g. Verizon Plans, More Everything) One Talk Primary MDN Monthly Access Monthly Access One Talk Price Plan (100 MB Data) $10.00 $0.00 (the new Verizon Plans) One Talk Feature $15.00 $15.00 One Talk Line Access Charge N/A $10.00 One Talk Solution: Auto Receptionist (AR) Auto Receptionist Price Plan Type Line Level Plans (e.g. Flexible Business Plans, Custom Flexible Business Plans, Nationwide, America’s Choice®) Account Level Plans (e.g. Verizon Plans, More Everything) One Talk Primary MDN Monthly Access Monthly Access One Talk AR Price Plan (100 MB Data) $10.00 $0.00 One Talk AR Feature $10.00 $10.00 One Talk AR Line Access Charge N/A $10.00 One Talk Solution: Hunt Group (HG) Hunt Group Every ECPD profile will be allowed to activate two Hunt Groups by default; additional Hunt Groups can be purchased as long as the ratio of active One Talk lines to Hunt Groups is 3:1 respectively Price Plan Type Line Level Plans (e.g. Flexible Business Plans, Custom Flexible Business Plans, Nationwide, America’s Choice®) Account Level Plans (e.g. Verizon Plans, More Everything) One Talk Primary MDN Monthly Access Monthly Access One Talk HG Price Plan (100 MB Data) $0.00 $0.00 One Talk HG Feature $0.00 $0.00 One Talk HG Line Access Charge N/A $0.00 Optional Features One Talk Premium Visual Voicemail $2.99 One Talk Voicemail Talk To Text $2.99 Additional Devices For MDN’s activated on a Smartphone, Desk Phone, Mobile Client, a maximum of up to eight (8) devices can be shared with the MDN as follows: 1 Smartphone, up to 2 desk phones and up to 5 mobile clients. Smartphone Device Desk Phone1 Mobile Client2 (Includes Smartphones and Tablets) Auto Receptionist/ Hunt Group Additional devices (endpoint) incur a $10.00 monthly access $0.00 for additional devices (excluding Smartphone devices with One Talk Basic Dialer) $0.00 for additional devices (excluding Smartphone devices with One Talk Basic Dialer) N/A City of La Quinta Unified Communications & VoIP Phone System 42 Confidential to Verizon and the City of La Quinta Notes: One Talk service is applied to the Verizon Wireless MDN and is available on all of the user’s devices. One Talk is not compatible with Fax machines, credit card POS solutions, or Security Systems. One Talk calls drop if either party leaves Verizon 4G LTE coverage. When outside of the 4G LTE coverage area and without 3G or WiFi service, the device operates as a standard device (1X calling) with standard voice and SMS messaging capabilities with no One Talk features available to the user. Mobile client is the One Talk client. 1One (1) additional Desk Phone can be added as an additional device per MDN. 2Mobile Client eligible devices (includes devices from other carriers); Smartphones (without One Talk Basic Dialer), wireless and WiFi tablets; limit five (5) total per MDN (including primary device. Installing the One Talk Mobile client consumes an estimated 50MB of data. For additional information regarding One Talk please visit: http://www.verizonwireless.com/onetalk One TalkSM and Message+ from Verizon - Government Terms of Service One Talk from Verizon, together with its related devices, software and applications ("Service" or “One Talk”), is a commercially available business telephone solution that brings together the functions of office phones and mobile devices (smartphones and tablets) into a unified system, with all devices sharing the same communication features. (See https://www.verizonwireless.com/support/one-talk- features/ for a listing of features currently available with the Service.) The terms and conditions under which Customer agrees to use and Verizon Wireless agrees to provide the One Talk Service are set forth below. “Customer” means the eligible entity purchasing the One Talk service under the Contract along with any Customer end users using the Service. 1. Customer Agreement. Customer’s use of the Service is subject to all Contract terms. This applies regardless of whether the end user device is on the Customer’s account or paid for by the end user (e.g. a Bring Your Own Device arrangement between Customer and end user). 2. How the Service Works. For the Service to work on wireless devices, Customer must select the line on your agency’s profile to which you wish to add the One Talk feature. Each One Talk phone number can be shared with up to eight (8) devices (which can include one (1) smartphone using One Talk in Basic Dialer mode (if available), five (5) smartphones and/or tablets using the One Talk Mobile App, and two (2) desk phones. (Note that desk phones are not required for the Service.) You may only make voice and/or video calls with up to three (3) devices per One Talk phone number at the same time. The Service is not compatible with all price plans and desk phones are not available under all contracts. Check with your sales representative for plan compatibility with the Service and the availability of desk phones under the Contract. Customer is solely responsible for managing its end user access to the One Talk Service, management of end user devices and management of information transmitted via the Service. Addition of devices and associated Service features is managed and administered by the Customer through Verizon Wireless’ web portal. A. One Talk Components One Talk Basic Dialer. If available, the One Talk Basic Dialer adds various business features to a compatible device’s native dialer, which on a compatible smartphones (see https://www.verizonwireless.com/support/compatible-one-talk-devices/ for a current list of supported devices.) With One Talk in Basic Dialer mode, Customer’s One Talk phone number will be the City of La Quinta Unified Communications & VoIP Phone System 43 Confidential to Verizon and the City of La Quinta same as its Verizon Wireless phone number. Other devices that you select will share the same One Talk phone number. One Talk Mobile App. The One Talk Mobile App is available for smartphone and tablets either from the Google PlayTM Store for devices with AndroidTM 5.0 or higher or from the Apple® App Store for devices with iOS 9.0 or higher. To use the Service, Customer must add a One Talk phone number to the Mobile App and end users must use the Mobile App to make voice and video calls and to send and receive messages. You can also obtain access to One Talk features through the Mobile App. With the Mobile App, the device will have two phone numbers – one for its original native dialer (if available), and the other for the One Talk number. Other associated devices will share the same One Talk number. Users may install the One Talk Mobile App on a compatible device, including devices receiving service from other carriers. In such circumstances, One Talk phone numbers must be added to their devices, and the users will be Verizon Wireless subscribers for purposes of the Service only, even if they continue to use a different carrier for their original mobile telephone numbers. In order to use messaging through the One Talk Mobile App, the customer also must add the Message + App. Message+ App. The Message+ App provides an integrated and customized messaging experience across an end user’s mobile phone, tablet, PC, and other devices, and an integrated calling experience across a user’s mobile phone and tablet. (Note that integrated calling is not part of the One Talk Service.) An end user can also send group, location and other multimedia messages (“MMS”) in addition to traditional text messages. The Message+ App includes an Integrated Messaging feature that lets users send and receive text and multimedia messages on an end user’s smartphone, tablet, computer or the web using a user’s Verizon One Talk mobile telephone number. The service syncs up to 90 days of messages across an end user’s devices. One Talk Desk Phones. One Talk desk phones are Voice-over-Internet Protocol (VoIP) devices, that must be purchased from Verizon Wireless. At your location, you will need separate broadband service (from Verizon or another ISP), either Ethernet or Wi-Fi connectivity, and AC power. Check with your Verizon Wireless sales representative for the availability of desk phones under the Contract. Auto Receptionist: Hunt Group. In order to utilize either of these features, Customer must activate a new Verizon Wireless line or port in a line from another carrier. The settings for the line must be configured using the One Talk section of the My Business web portal. B. Charges For each One Talk line, you will be charged a monthly recurring fee for the Service, in addition to the charges for data, voice, and messaging based on your service plan. Charges for international use may apply. You may be assessed additional 911 surcharges if required by law, for up to a maximum of three devices on each mobile phone number during the applicable billing cycle. Desk Phones. Voice and video calls to and from One Talk desk phones will consume data on your existing broadband, cellular, or Wi-Fi connection. The following applies if you use the VZW network to connect to the Service: City of La Quinta Unified Communications & VoIP Phone System 44 Confidential to Verizon and the City of La Quinta One Talk Basic Dialer. Adding the One Talk feature to a smartphone does not consume any data. If you have a device that supports video calling, the voice portion will be billed as minutes of use and the video portion will be billed as data. Voice calls will be billed as minutes of use only. One Talk Mobile App. Your download of the One Talk Mobile App will consume approximately 30 MB of data. Your use of the Service (including your download of the One Talk Mobile App) will be billed as data. Auto Receptionist; Hunt Group. You will be charged a monthly recurring fee for each Auto Receptionist and Hunt Group line in your company’s profile. Integrated Calling Charges (Message+). Integrated Calling does not have a separate monthly service fee, but data usage charges will be incurred in accordance with Customer’s service plan. If a call is transferred among connected devices, each transfer will be billed as a separate call. Also, depending on the service address, Customer may be assessed an additional 911 charge if required by law. Any call made from a tablet to a U.S. number will be treated as a domestic call, no matter where the call originates. Any call made from a tablet to a non-U.S. number will be treated as an international long distance call that originates in the U.S., which is subject to U.S. taxes, fees and Verizon surcharges, no matter where the call actually originates. These calls will be billed in accordance with Customer’s international calling plan and/or international Contract rates. 3. Emergency 911 Calls. End users can make a 911 call over a Wi-Fi connection when using the Service, but whenever possible, end users should avoid doing so because 911 calls over a WiFi connection will not work if there is a failure of your broadband connection or electrical power, or if the 911 system doesn’t recognize the address. In addition, when using a One Talk desk phone, voice functionality (including the ability to make and receive 911 calls) will not be available during a power outage, broadband connection failure or other service disruption. Before any desk phone can be activated or the Service can be activated on any device, Customer must enter the U.S. address where Customer wants emergency services to be sent if end users call 911. It is not necessary to use the same address for all devices. It is very important that Customer updates its 911 address whenever Customer changes its location for any of these devices because this is the location that will be given to emergency services when end users dial 911. End users can go to their mobile device’s Settings and change their 911 address at any time. Customer can change the 911 address for a desk phone on the One Talk section of the My Business web portal. (Note: With a smartphone using the One Talk Mobile App, emergency services will use the 911 address only if you use Wi-Fi to make the 911 call. If end users are using the Verizon Wireless Network, their smartphone’s built-in capabilities will provide the location of the end user’s device.) 4. Privacy. We may use information about your use of the Service in accordance with the terms and conditions of your Contract. 5. Integrated Messaging Text Message Feature. To send and receive SMS messages, Mobile devices associated with either One Talk Basic Dialer (if available) or One Talk Mobile App must download the Message+ App to the device. The Integrated Messaging functionality of Message+ City of La Quinta Unified Communications & VoIP Phone System 45 Confidential to Verizon and the City of La Quinta enables you to synchronize messages across multiple devices, including smartphones, tablets and the web. Text messages sent and received while using the Service are separate from the native texting app (dual numbers) and are only temporarily retained on the One Talk message platform in the cloud. End users with access to the Service on a Smartphone or the Mobile Client can retrieve/download any text message sent or received using the Service. 6. HIPAA. Integrated Messaging is not designed for secure transmission or storage of personal healthcare information. Therefore, Customer agrees not to use Service to store or transmit Protected Health Information (PHI) as defined in the Health Insurance Portability & Accountability Act of 1996 and the Health Information Technology for Economic and Clinical Health Act of 2009 and accompanying regulations (collectively “HIPAA”). Covered Entities and Business Associates (as defined by HIPAA) will not use Integrated Messaging to store or transmit PHI. Customers that do not want its end users to save messages to the cloud (including all Covered Entities and Business Associates, as defined by HIPAA), must have an authorized representative block Integrated Messaging. For further information, go to https://web.vma.vzw.com/BusinessProduct. To learn more about HIPAA, go to: http://www.hhs.gov/ocr/privacy/hipaa/understanding/index.html. 7. Service Limitations. The Service is not compatible with fax machines, credit card machines or certain security systems. Your Verizon Wireless representative can suggest other possible solutions for some of these functions. Please check with your provider to confirm the compatibility requirements of your security system. 8. Important Service Disclosures. CUSTOMER ACKNOWLEDGES AND AGREES THAT THE SERVICE IS IMPLEMENTED WITHOUT SPECIFIC CONTROLS THAT MAY GENERALLY BE REQUIRED OR CUSTOMARY FOR CUSTOMERS IN ANY PARTICULAR INDUSTRY AND ARE NOT DESIGNED TO SATISFY ANY SPECIFIC LEGAL OBLIGATIONS. CUSTOMER IS SOLELY RESPONSIBLE FOR DETERMINING THAT THE SERVICE SATISFIES ANY LEGAL, REGULATORY OR CONTRACTUAL OBLIGATIONS CUSTOMER MAY HAVE. CUSTOMER AGREES TO USE THE SERVICES IN ACCORDANCE WITH ALL APPLICABLE LAWS AND NOT TO USE THE SERVICES IN ANY MANNER THAT MAY IMPOSE LEGAL, REGULATORY OR CONTRACTUAL OBLIGATIONS ON VERIZON WIRELESS, OTHER THAN THOSE WITH WHICH WE HAVE EXPRESSLY AGREED TO COMPLY IN THIS ADDENDUM. CUSTOMER IS ON NOTICE THAT ANY TEXT MESSAGES DELIVERED TO A DEVICE USING THE SERVICE WILL REMAIN ON THAT DEVICE, EVEN AFTER THE MESSAGING FEATURE IS REMOVED OR END USER IS DEREGISTERED AND NO LONGER HAS ACCESS TO THE SERVICE. END USERS CONTROL THE DELETION OF MESSAGES RECEIVED ON THEIR DEVICES. 9. Software. In connection with the Service, Verizon Wireless will provide software that is owned by us, our affiliates or third-party licensors ("Software"). Verizon Wireless may update the Software from time to time and Customer and/or end user failure to install any update may affect Customer’s Service and/or use of the Software. Customer may use the Software only as part of, or for use with, the Service as authorized in this Addendum. City of La Quinta Unified Communications & VoIP Phone System 46 Confidential to Verizon and the City of La Quinta Verizon Wireless grants Customer a limited, non-exclusive, non-transferable license to use the Service and the Software solely as authorized in this Addendum. All rights regarding use of the Service and Software not expressly granted in this Addendum are reserved by Verizon Wireless and/or any third- party licensors. The Software contains some programming, scripts, tools, modules, libraries, components, or other items that were developed using "Open Source" code; which are available for download at www.verizon.com/opensource. Software was developed solely at private expense, and Customer has no other rights in software than those set forth herein. As such, customer may not adapt, alter, modify, reverse engineer, de-compile, disassemble, translate, attempt to derive source code from or create derivative works of the Service or Software, or otherwise tamper with or modify any security features or other Service components for any reason (or allow or help anyone else to do so). Customer also agrees to follow all rules and policies applicable to the Service, including the installation of required or automated updates, modifications and/or reinstallations of Software and obtaining available patches to address security, interoperability and/or performance issues. 10. Disclaimer of Warranty. THE SERVICE AND SOFTWARE ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES, EXPRESS OR IMPLIED, OF ANY KIND BY EITHER VERIZON WIRELESS, OUR AFFILIATES, OFFICERS, EMPLOYEES, LICENSORS, CONTRACTORS, AND AGENTS (TOGETHER, THE "VERIZON PARTIES"), INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE, NON-INFRINGEMENT OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THE VERIZON PARTIES AND ANY THIRD PARTY MOBILE APPLICATION STORE OPERATORS FROM WHICH YOU DOWNLOAD THE ONE TALK MOBILE APP WILL NOT BE LIABLE TO YOU OR ANYONE ELSE FOR ANY LOSSES OR DAMAGES OF ANY KIND OR ANY SECURITY ISSUES THAT MAY RESULT FROM YOUR USE OF THE SERVICE. NO ADVICE OR INFORMATION GIVEN BY THE VERIZON PARTIES SHALL CREATE ANY WARRANTY HEREUNDER. City of La Quinta Unified Communications & VoIP Phone System 47 Confidential to Verizon and the City of La Quinta