Standard Installation Assistance Services

Overview

This document describes the features and limitations of our standard installation services.

In case your are ordering our standard installation assistance services, the Verba support team will help you with your installation.

We highly recommend these fixed cost installation assistance services. Deploying your system according to our best practices helps ensure the reliability and performance of your solution.

Scope of Installation Assistance

This chapter describes what is, and what is not included in our standard installation assistance services.

What is included

- one hour kick-off call to discuss your deployment and plan what components are needed
- remote support using Cisco Webex, Microsoft Skype for Business (and Lync) and LogMeIn
- installation and configuration of the Verba software (including Active Directory synchronization)
- basic testing of your installation, basic functionality tests ("smoke testing")
- typical installation assistance is done in one to three up to 3-hour sessions

What is NOT included

- project management - our team will need you to plan and involve our team when needed
- project documentation
- on-site services
- downloading of the Verba software
- the configuration of your UC/telephony platform, network, server and database configuration (guidance will be provided)
- installation or configuration of systems where Verba turret add-on licenses are included in the project
- customer documentation
- user and group administration and configuration of your business specific rules (training and professional services are available)
- custom development

How to book your session

Book your session by contacting your Verba partner or directly on the Verba Booking Site: http://booking.verba.com/verba-services

The booking page will display several available time slots for your convenience. Booking lead time is 3 to 5 days.

Service hours for installation assistance

Installation assistance shall be scheduled in advance and is available on weekdays between:

US EST: 7 AM - 5 PM
US CST: 7 AM - 4 PM
US PST: 7 AM - 2 PM
EU CET: 8 AM - 8 PM
UK BST: 8 AM - 8 PM
UAE AST: 11 AM - 8 PM
China/Hongkong/Singapore/Sydney
CST/HKT/SGT/AEST: 3 PM - 10 PM

For timezones not listed here, please use the nearest timezone and convert the given time period.

We will need your help - Remote assistance services are executed in cooperation with your Verba partner or your IT team using a remote screen sharing. The remote party participating on the kick-off call and helping our support team during installation shall be knowledgeable of your IT/UC/telephony infrastructure.

Special cases - During kick-off call our team might identify show-stoppers or larger than usual effort (involving installation of many servers or the need of software customization), in these cases we reserve the right to renegotiate the services. In order to avoid this risk you or your partner might request a kick-off call at an early stage during your procurement.

Additional advanced professional services - In case you require more advanced professional services, please your Verba partner or sales representative.

Standard Installation Assistance Services

Service articles are the following:

Article Code	Article Name	Description
V4-I-IM-S	Verba Remote Installation - IM/EW	Remote installation and configuration services, up to 1200 Regulate and/or IM archiving users
V4-I-VC-S	Verba Remote Installation - Voice	Remote installation and configuration services, up to 300 voice users and 2 physical sites
V4-I-RD-S	Verba Remote Installation - Redundancy	Remote installation and configuration services, additional cost if redundancy is included
V4-I-MT-S	Verba Remote Installation - Multitenancy	Remote installation and configuration services, additional cost if multitenant platform is used
V4-I-SP-S	Verba Remote Installation - Speech Search	Remote installation and configuration services, additional cost if speech search is included
V4-I-DA-S	Verba Remote Installation - Desktop Agent	Remote installation and configuration services, additional cost if desktop agents are included
V4-I-UA-S	Verba Server Upgrade Assistance Services	Remote upgrade planning, execution and testing services, for 1 Verba Server of any kind

For services outside of the above definitions, please contact your Verba partner or sales representative.