Common use of Provisioning and Implementation Clause in Contracts

Provisioning and Implementation. The Contractor shall: 1. Verify Customer’s authority to order Services by verifying the information contained in the CALNET data management system for each Service Request for: a. State Customers - identified as a Chief Agency Telecommunications Representative (CATR) or an Agency Telecommunications Representative (ATR). b. Non-State Customers - identified by a fully executed Authorization To Order (ATO). 2. Confirm the Customer has an approved CALNET Delegation from the CALNET Program for all Services requiring Delegation. 3. Acknowledge Service Requests receipt to Customer within one Business Day. 4. Process approved Service Requests (Form 20 and/or STD 65) and appropriate attachments (i.e. Scope of Work and/or list of CALNET DNCS line items). 5. Provide Customer with an order confirmation notification within five Business Days of receipt of a complete and accurate Service Request. Order confirmation notification shall include all activities associated with the receipt, logging, task identification, Due Date confirmation, scheduling, and completion notification of Customer Service Requests. 6. Identify if the Customer’s Service Request qualifies as Contracted Service Project Work (Section G.8). If so, a Scope of Work shall be provided to the Customer within ten Business Days of receipt of Service Request in lieu of the order confirmation notification. The Contractor must include negotiated Due Dates for each individual service in the Scope of Work. 7. Perform a site inspection of Customer location prior to implementation of service to ensure there is an adequate environment for the new service as mutually agreed upon between the Customer and the Contractor if required for Service(s) ordered. 8. Prepare site preparation plans that specify requirements for space, power, air conditioning, humidity control, floor loading, dimensions, Equipment, and any other special requirements necessary for the provision of service in a Customer location as mutually agreed upon between the Customer and the Contractor if necessary for service(s) ordered. 9. Coordinate the Service installation with the Customer Contact. This includes scheduling, coordinating, and documenting meetings as appropriate. 10. Develop comprehensive implementation plans and schedules that minimize disruption of the current Customer’s Telecommunications system. 11. Prepare Service acceptance plans that specify requirements for functional testing, load testing, and cutover testing of the Contractor provided Services as mutually agreed upon by the Customer and the Contractor and as necessary for Service(s) ordered. 12. Contractor shall only begin Billing and Invoicing for Services, when the Customer’s Service is fully functional; and, 13. Contractor shall not charge to disconnect a CALNET Service. Charges for Services shall cease on the Customer requested disconnect date. Notification of disconnect date will be provided to the Contractor at least five Business Days in advance of the disconnect date. G.2.5.5 End-of-Life Provisioning Requirements 1. No Equipment or Software, as part of the proposed solutions or services, may be proposed, specified, or initially deployed for a Customer if the manufacturer has announced that the Equipment or Software has been manufacturer discontinued and that end of manufacturer support has occurred. 2. All manufacturer’s and Contractor’s announcements regarding future Equipment or Software discontinuance, and end of the manufacturer’s or the Contractor’s support, shall be provided to the CALNET CMO within 30 calendar days of such announcements. The CALNET CMO may require that the same or equivalent announcements shall be provided to all affected Customers. 3. The Contractor may only propose, specify, or initially deploy Services, Equipment or Software that does not meet the Requirements above if: a. The Contractor has proposed in writing to the CALNET CMO the Contractor’s plan to provide adequate support. b. The Contractor has proposed in writing to the CALNET CMO a plan that identifies processes and procedures that mitigate loss of service in the event that the Services, Equipment or Software does not function or is not supported as required. If the proposed replacement provides any diminishment of ordered features or functionality, such diminishment and any applicable cost Adjustments or credits must be clearly stated in the plan. c. In responding to a Contractor’s request, the CALNET CMO may require additional information. The determination of the adequacy of the Contractor’s request, and the approval, disapproval or other response to the request shall be at the CALNET CMO’s discretion. The Contractor shall not change any CALNET Services, Equipment, or Software until the CALNET CMO has provided approval in writing. d. The State has the option at any time to request from the Contractor supporting evidence of compliance with these End-of-Life Provisioning Requirements.

Provisioning and Implementation. The Contractor shall: 1. Verify Customer’s authority to order Services by verifying the information contained in the CALNET data management system for each Service Request for: a. State Customers - identified as a Chief Agency Telecommunications Representative (CATR) or an Agency Telecommunications Representative (ATR). b. Non-State Customers - identified by a fully executed Authorization To Order (ATO). 2. Confirm the Customer has an approved CALNET Delegation from the CALNET Program for all Services requiring Delegation. 3. Acknowledge Service Requests receipt to Customer within one Business Day. 4. Process approved Service Requests (Form 20 and/or STD 65) and appropriate attachments (i.e. Scope of Work and/or list of CALNET DNCS line items). 5. Provide Customer with an order confirmation notification within five Business Days of receipt of a complete and accurate Service Request. Order confirmation notification shall include all activities associated with the receipt, logging, task identification, Due Date confirmation, scheduling, and completion notification of Customer Service Requests. 6. Identify if the Customer’s Service Request qualifies as Contracted Service Project Work (Section G.8). If so, a Scope of Work shall be provided to the Customer within ten Business Days of receipt of Service Request in lieu of the order confirmation notification. The Contractor must include negotiated Due Dates for each individual service in the Scope of Work. 7. Perform a site inspection of Customer location prior to implementation of service to ensure there is an adequate environment for the new service as mutually agreed upon between the Customer and the Contractor if required for Service(s) ordered. 8. Prepare site preparation plans that specify requirements for space, power, air conditioning, humidity control, floor loading, dimensions, Equipment, and any other special requirements necessary for the provision of service in a Customer location as mutually agreed upon between the Customer and the Contractor if necessary for service(s) ordered. 9. Coordinate the Service installation with the Customer Contact. This includes scheduling, coordinating, and documenting meetings as appropriate. 10. Develop comprehensive implementation plans and schedules that minimize disruption of the current Customer’s Telecommunications system. 11. Prepare Service acceptance plans that specify requirements for functional testing, load testing, and cutover testing of the Contractor provided Services as mutually agreed upon by the Customer and the Contractor and as necessary for Service(s) ordered. 12. Contractor shall only begin Billing and Invoicing for Services, when the Customer’s Service is fully functional; and, 13. Contractor shall not charge to disconnect a CALNET Service. Charges for Services shall cease on the Customer requested disconnect date. Notification of disconnect date will be provided to the Contractor at least five Business Days in advance of the disconnect date. G.2.5.5 End-of-Life Provisioning Requirements 1. No Equipment or Software, as part of the proposed solutions or services, may be proposed, specified, or initially deployed for a Customer if the manufacturer has announced that the Equipment or Software has been manufacturer discontinued and that end of manufacturer support has occurred. 2. All manufacturer’s and Contractor’s announcements regarding future Equipment or Software discontinuance, and end of the manufacturer’s or the Contractor’s support, shall be provided to the CALNET CMO within 30 calendar days of such announcements. The CALNET CMO may require that the same or equivalent announcements shall be provided to all affected Customers. 3. The Contractor may only propose, specify, or initially deploy Services, Equipment or Software that does not meet the Requirements above if: a. The Contractor has proposed in writing to the CALNET CMO the Contractor’s plan to provide adequate support. b. The Contractor has proposed in writing to the CALNET CMO a plan that identifies processes and procedures that mitigate loss of service in the event that the Services, Equipment or Software does not function or is not supported as required. If the proposed replacement provides any diminishment of ordered features or functionality, such diminishment and any applicable cost Adjustments or credits must be clearly stated in the plan. c. In responding to a Contractor’s request, the CALNET CMO may require additional information. The determination of the adequacy of the Contractor’s request, and the approval, disapproval or other response to the request shall be at the CALNET CMO’s discretion. The Contractor shall not change any CALNET Services, Equipment, or Software until the CALNET CMO has provided approval in writing. d. The State has the option at any time to request from the Contractor supporting evidence of compliance with these End-of-Life Provisioning Requirements.