RingCentral Managed ServicesTM Service Attachment

This RingCentral Service Attachment for Managed Services (the “ Managed Services Attachment ”) is subject to the RingCentral Professional Services Agreement Attachment, and Advanced Support (formerly Enterprise Support) Service Attachment appended to the Master Services Agreement. All references to "RingCentral Enterprise Support," whether in the Agreement, this attachments, Order Forms or descriptions, mean "RingCentral Advanced Support."

1. General Terms

(a) Service Overview. Managed Services provides Customers with the Managed Service Entitlements, and may be delivered by RingCentral, or a third party partner (“Managed Service Partners”) to work with the Customer in its day-to-day management of the Services. If Managed Services are provided by a Managed Service Partner, Customers must also purchase Advanced Support Services. RingCentral reserves the right to substitute the delivery of the Managed Services with a third party partner performing the Managed Services upon thirty (30) day notice to Customer. Subject to the Managed Service Entitlements, RingCentral provides attributes of the Managed Services 24x7x365.

(b) Term. Customers must purchase the Managed Services for a Minimum Term. The term of this Managed Services Attachment shall remain in effect for the Minimum Term. The term of any existing Services shall be extended by the Minimum Term such that they will be coterminous with the Managed Services.

(c) Pricing and Payment. Prices for the Managed Services are set forth in the Order Form. The Managed Services are made available in several packages set forth herein, and priced according to the number of Digital Lines, Limited Extensions, and/or agents on the Account. RingCentral may, from time to time, and no less frequently than quarterly, review the usage of the Managed Service Entitlements, and number of Digital Lines, Limited Extensions, and/or agents on the Customer’s Account. If any such review reveals that the Customer’s usage has changed in excess of the given allotment for the applicable package, or that the number of Digital Lines, Limited Extensions, and/or agents have exceeded the threshold for the given tier, RingCentral reserves the right to change, in its sole discretion, the Customer’s Account to the Managed Service package and/or Pricing Tier that meets the Customer’s usage through a Change Order.

(d) Tier 1 Support for Managed Services. Tier 1 Case Management will be provided to Customers as part of the Tier 1 Service Desk, where Customer support cases will be evaluated for resolution, escalation, and closure. Tier 1 Case Management will escalate to additional RingCentral resources as necessary and close cases upon completion. 

(e) Designated Service Delivery Manager. RingCentral shall provide a Designated Service Delivery Manager to perform a Technical Account Manager’s function, such as overseeing the Managed Service delivery including onboarding, Governance and Reporting, and overall relationship management.

(f) Managed Service Support Level Objectives.

(i) SThe below table sets forth the target response, resolution and communication time frames for the Managed Services (“Service Level Objectives” or “SLOs”):

Severity Level

Service Failure Descriptions

Initial Response

Updates

Priority 1

RingCentral MVP Services

Customer experiences a loss of Core Service affecting (a)100% of Digital Lines at one or more Customer Sites or (b) 50 or more Digital Lines in the aggregate across its Sites.

A “Core Service” means the inability to use any of the following:

  • Place and receive voice calls.
  • Host and participate in RingCentral Audio Conference services.
  • Host and participate in RingCentral Video Conferencing services

RingCentral Contact Center

Customer experiences a loss of Contact Center Core Service affecting (a) 100% of Contact Center Seats at one of more Customer Sites or (b) 50 or more Contact Center Seats in the aggregate across its sites.

A “Core Service” for Contact Center means the inability to use any of the following:

a) place or receive a domestic or international voice phone call over a Virtual Extension;

b) receive a call from an 8YY service on a Virtual Extension; and

c) contact routing services for ACD, IVR or outbound call campaigns,

d) client-side user interface and computer telephony interface APIs in order to receive or place a call, and

e) all real-time communication channels to receive and send communications to customers through non-voice communication channels such as SMS and chat, if available and applicable.

15 minutes

Upon Customer request, every thirty (30) minutes, until resolution

Priority 2

RingCentral MVP Services

(A) Customer experiences a loss of Core Services affecting between 20 to 49 Digital Lines in the aggregate across its Sites; or

(B)  Customer experiences a loss of Services (other than Core Services) affecting (a) 100% of Digital Lines at one or more Customer Site(s) or (b) 50 or more Digital Lines in the aggregate across its Sites.

RingCentral Contact Center Services

(A) Customer experiences a loss of Core Services affecting between 15 to 49 Contact Center Seats in the aggregate across its Sites; or

(B) Customer experiences as loss of Services (other than Core Services) affecting (a) 100% of the Contact Center Seats at one or more Customer sites or (b) 50 or more Contact Center Seats in the aggregate.

(C) Application within RingCentral Contact Center loses functionality affecting between 15 and 49 Contact Center Seats in the aggregate across its Sites

(D) Customer experiences as loss of Services (other than Core Services) affecting (a) 100% of the Contact Center Seats at one or more Customer sites or (b) 50 or more Contact Center Seats in the aggregate.

30 minutes

Every sixty (60) minutes, as requested, until resolution

Priority 3

(A) Customer experiences a loss of Service not covered under Priority 1 or 2; or

(B) Minor functionality impairment to Services.

60 minutes

Every business day, if requested by Customer, until service is restored

Priority 4

Non-service impacting questions or feature requests (no loss or impairment of Services is involved).

60 minutes

Initial update/response provided upon case being opened.

Priority 4

Simple MACD Requests

24 hours

On completion

(ii) Service Level Exclusions. Any delays or failure to meet the SLO response times shall be excused where the delay or failure arises from or is attributable to: (1) Customer or a third-party (acting on Customer’s behalf) delaying or failing to provide a deliverable, action, dependency or prerequisite, including Customer testing or verification of Incident solutions prior to implementation; (2) scheduled maintenance time or planned downtime as agreed in advance with Customer; (3) Customer withholding access for required updates, patches, or bug fixes to restore normal Service operation; (4) performance degradation or stoppage due to loss of internet connectivity between Customer and the Managed Service Partner web portal or service ticket system; (5) the actions or omissions of Customer or third parties, including carrier and service providers providing the internet connectivity to the Managed Service Partner web portal or service ticket system; (6) Customer site power failures and shutdowns, third party products and applications, networks and network service interruptions; (7) any other reasons or events beyond the reasonable control of RingCentral or Managed Service Partner; (8) incidents that require an operational change to restore normal service operation and Customer does not provide or is delayed in providing the required change window to implement such operational change; (9) Customer initiated actions, such as MACDs performed by the Customer using their access methodology; and (10) Force Majeure Events.

(g) Customer Obligations and Responsibilities. Customers must open Tier 1 Helpdesk Support cases and provide reasonable detail and cooperation to understand the nature and extent of Customer’s issue with the RingCentral Services. Customers shall be responsible for providing the necessary access to their systems.

(h) Service Limitations. Any service that is not part of the Managed Service Entitlements are outside the scope of the Managed Services and are subject to fees on a Time and Materials basis. Additional limitations are set forth in the applicable SOW.

(i) Optional Services. Services designated as Optional in the Managed Service Entitlement tables in Appendices A and B are not included as a part of any package shown therein and must be purchased separately through a RingCentral Professional Services SOW, Change Order or Amendment. Some Optional Services are only available as a part of certain Managed Service packages, and may require Customer to upgrade their existing package before purchase.

(j) Service Expenses. In addition to any fees and expenses set forth in any applicable SOW, Customer agrees to reimburse RingCentral for its fixed travel, meal, and lodging expenses incurred in connection with any On-Site Services. Travel, meal, and lodging expenses shall be invoiced on a per-trip/per resource basis. RingCentral shall, after Customer request, provide information verifying the deployment of on-site resources and expenditure of Service Expenses.

(k) Simple and Complex MACD.

(ⅰ) Simple and Complex MACD requests in support for the RingCentral MVP & Contact Center Services are located at https://assets.ringcentral.com/us/reference/simple-advanced-macds-details.pdf.

(ⅱ) RingCentral will evaluate each case or request it receives and, in its sole discretion, determine the number of Simple or Complex MACD Requests that will be consumed against the Managed Service Entitlements based on the nature of the work and whether it can be performed in bulk. If an item of work shown in Tables 1-4 can be performed in bulk, then performing such work up to the listed bulk quantity maximum will consume one (1) Simple MACD Request. By way of example, a request to build ten (10) custom rules and add (10) phone numbers would amount to eleven (11) Simple MACD Requests: ten (10) for each of the custom rules, and one (1) for the bulk add of the ten (10) phone numbers.

2. Definitions. Unless otherwise defined in the Master Service Agreement or its accompanying Service Attachments, the following terms shall be defined in accordance with the below definitions.

(a) “Break/Fix Requests” means helpdesk support requests to identify the underlying causes for Services not functioning as configured.

(b) “Case Management Reports” means summaries of open/closed tickets for each given month with a 6 month rolling trend analysis. These reports include: priority, case description, status, closure resolution, SLO (met/missed), time to respond, time to resolve.

(c) “Complex MACD Requests” means any move, add, change and delete request that does not qualify as a Simple MACD Request. Complex MACD Requests include time-consuming support requests that require close collaboration with the requestor, such as creating new call flows, changing menus or prompts, managing announcements, or bulk changes exceeding one (1) hour.

(d) “Designated Service Delivery Manager” means the person as set forth in Section 1(e).

(e) “Escalation Management” means escalating a case from Tier 1 Case Management to additional RingCentral resources as necessary, and the management of the case to resolution.

(f) “Tier 1 Service Desk” means a service desk serviced by a live agent, 24 hours a day, 7 days a week, for customers to open a case for support.

(g) “Governance and Reporting” means establishing regular meeting cadence to ensure day-to-day support needs are met and addressed, and providing the below reports to the Customer:

Report

Description

Frequency

Service Review

Summary of Case Management Reports, Service Desk Performance Reports, Simple and Complex MACD Reports, and Health Check and Optimization Reviews.

Based on purchased package

(h) “Hardware Replacement” means replacing equipment purchased under the MSA and through RingCentral and still under warranty.

(i) “Health Check and Optimization Reviews” means examining the overall performance of the Customer’s Service configuration, and identifying potential courses of action for optimization.

(j) “How-To Support Requests” means basic how-to support, including answers to the questions in connection with: (i) setting up a Customer’s new account; (ii) navigating an interface; (iii) adding contacts; (iv) configuring notification and sound settings; and (v) configuring caller ID and emergency address settings. How-To Support Requests exclude any support that would be considered a Simple or Complex MACD Request.

(k) “Managed Service Entitlements” are the service attributes, by package that are included with the support models shown in Appendices A and B. Service attributes with a periodic allotment are not eligible for rollover if any unused units remain at the end of the applicable period.

(l) “Minimum Term” means at least three (3) years for initial Terms, or either one (1), three (3), or five (5) year Terms if being renewed.

(m) “On-Site Dispatch” means the dispatch of field technical resources to resolve an issue that cannot be resolved remotely. Dispatches may be limited to regions or countries at RingCentral’s discretion and set forth in the SOW. On-Site Dispatches are subject to the rates set forth in the applicable SOW.

(n) “Premier Service” means an add-on service that Customer can purchase separately. It can be purchased together with, or independent of a Managed Service package. The Premier Service add-on provides Customer with an embedded subject matter expert from RingCentral Professional Services that is assigned to the Account from a rotational basis to deliver listed entitlements supporting any one of the following service features: (i) network consulting support, including troubleshooting complex network related issues (which may require additional scoping); (ii) general training sessions that educates the Customer about the MVP or Contact Center Services; (iii) custom training sessions for topics not covered in general training and requested by Customer; and (iv) Complex MACD requests. One unit of a Premier Service add-on only entitles Customer to a single Premier Service feature per month. For example, if Customer uses a unit of Premier Service for general training sessions for a given month, Customer must purchase a second unit of Premier Service to receive any network consulting support in the same month. Customer is not entitled to rollover any unused hours remaining at the end of month.

(o) “Service Desk Performance Reports” means summaries detailing monthly KPI metrics with a 6 month rolling trend analysis. These reports will include: Average Speed of Answer (30 seconds or less), Abandon rate (Less than 5%), Service Level Objectives (90% or higher).

(p) “Simple Move, Add, Change, Delete Requests” or “Simple MACD Requests” means simple requests for support with move, add, change and delete requests, and as additionally set forth in the applicable Appendix.

(q) “Simple and Complex MACDs Reports” means summaries of Simple and Complex MACD Requests for each given month with a 6 month rolling trend analysis. These reports include: MACD Request type (Simple/Complex), details of the request, number of requests, and time to resolve.

(r) “Staff Augmentation” means additional Professional Service resources to increase the personnel for Customer’s required staffing needs. Staff Augmentation can be purchased together with any Managed Service package, or independent of Managed Services.

(s) “Tier 1 Case Management” means basic troubleshooting and resolution of End User reported issues including Simple MACD Requests, Break/Fix Requests and How To Support Requests, as well as Escalation Management, ticket handling, routing, and triaging.

(t) “Third Party/OEM Support” means acting on Customer’s behalf to escalate issues to third party vendors/OEMs for their equipment.

Appendix A - MVP

1. Managed Services for RingCentral MVP

(a) Documentation. Customer will be provided with materials that document: (i) procedures for accessing the Tier 1 Service Desk and opening tickets; (ii) contact information for assigned resources, such as the Designated Service Delivery Manager; and (iii) if applicable, processes and information related to a Managed Service Partner. Customer agrees to comply with any process requirements set forth by the Managed Service Partner.

(b) Simple MACD Requests. Simple MACD Requests in support of the RingCentral MVP Services include: (i) onboarding/offboarding support such as adding, changing or deleting a new End User, and configuring voicemail settings for new End Users; (ii) equipment changes such as name changes, and adding or changing call features or functionality to buttons on equipment (e.g., configuring speed dial buttons on a hard phone); (iii) moving the location of phone extensions for four (4) or less End Users; (iv) performing password resets for stations and voicemail; (v) changes to voicemail settings, such as auto attendant greetings, and site schedules; and (vi) configuring basic Ring Group and Queues.

(c) Complex MACD Requests. Complex MACD Requests in support of the RingCentral MVP Services include: (i) system or application level requests; (ii) moving extensions for five (5) End Users or more; (iii) creating new UC call flows; (iv) changing call prompts or menus; (v) managing announcements; (vi) physical site moves involving on-site services; (vii) new site additions; and (viii) bulk changes that take one (1) hour or more.

2. Managed Service Entitlements for RingCentral MVP. The Managed Service Entitlements are made available in several tiers as set forth below.

Service Element Essentials1 Evergreen2 Premium3

Tier 1 Case Management

20% of all Digital Lines on Account/Quarter (cases)

30% of all Digital Lines on Account/Quarter (cases)

30% of all Digital Lines on Account/Quarter (cases)

Tier 1 Service Desk

Included

Included

Included

Service Level Objectives

Included

Included

Included

Escalation Management

Included

Included

Included

Designated Service Delivery Manager

Included

Included

Included

Governance and Reporting

Included

Included

Included

Simple MACD Requests

10% of all Digital Lines on Account/ Quarter (cases)

15% of all Digital Lines on Account/ Quarter (cases)

15% of all Digital Lines on Account/ Quarter (cases)

Complex MACD Requests

Up to 6 hours per month

Up to 12 hours per month

Up to 16 hours per month

Service Review

Quarterly

Monthly

Monthly

Health Check & Optimization Reviews

 

Quarterly

Quarterly

Premier Service4

Additional Charge

Additional Charge

Additional Charge

Staff Augmentation4, 5

Additional Charge

Additional Charge

Additional Charge

On-Site Services4, 5

 

 

Additional Charge

Hardware Replacement, and Third Party/OEM Support

 

 

Additional Charge

Custom Service Levels4, 5

 

 

Additional Charge

3. On-Site Services. On-Site Services, where available, are an Optional Service, and only eligible for purchase by Customers on the Premium Managed Service tier. On-Site Services are limited to: (i) installation of new phones, and (ii) troubleshooting of phone issues. For the avoidance of doubt, where work performed by a field technician might qualify as a Simple MACD request, the On-Site Services are still subject to additional charges as an Optional Service.

4. Customer Responsibilities. Customer is responsible for aspects not specifically included in this Managed Services Attachment. Customer responsibilities and out of scope items include issues arising from or attributable to:

(a) Customer’s LAN/WAN infrastructure;

(b) Quality of Service (QoS) configuration;

(c) firewall or access control list configuration;

(d) Power over Ethernet (“POE”) port activation / configuration;

(e) configuration and software installation on customer PCs;

(f) decommission and disposal of any legacy equipment;

(g) customizations on individual user endpoints, or phone settings;

(h) provide workspace for RingCentral on-site personnel (as scoped);

(i) overhead paging;

(j) postage machines;

(k) credit card or Point of Sale (“POS”) Machines;

(l) door buzzer or automatic door controllers;

(m) third party SIP phones;

(n) headsets;

(o) analog devices;

(p) third-party applications;

(q) input and maintain registered E911 address and location information in Service Web;

(r) providing access to contacts within Customer’s organization for assisting RingCentral with resolving chronic number portability issues with customer’s incumbent carriers/suppliers; and

(s) meeting network minimum requirements for RingCentral as a Service model as described for the following items here at: https://support.ringcentral.com/network-and-system-requirements/network-requirements/overview/quality-of-service-guidelines.html.

Appendix B - RingCentral Contact Center

1. Managed Services for RingCentral Contact Center

(a) Documentation. Customer will be provided with materials that document: (i) procedures for accessing the Tier 1 Service Desk and opening tickets; (ii) contact information for assigned resources, such as the Designated Service Delivery Manager; and (iii) if applicable, processes and information related to a Managed Service Partner. Customer agrees to comply with any process requirements set forth by the Managed Service Partner.

(b) Simple MACD Requests. Simple MACD Requests in support of the RingCentral Contact Center Services include: (i) onboarding/offboarding support such as adding, changing or deleting a new Agent; or features to a station; (ii) moving the location of stations for four (4) or less Agents; (iii) performing password resets for stations and voicemail; (iv) configuring agent groups or skills.

(c) Complex MACD Requests. Complex MACD Requests in support of the RingCentral Contact Center Services include: configuring agent scripts or workforce management.

2. Managed Service Entitlements for RingCentral Contact Center. The Managed Service Entitlements are made available in several tiers as set forth below.

Service Element Essentials1 Evergreen2 Premium3

Tier 1 Service Desk

Included

Included

Included

Service Level Objectives

Included

Included

Included

Escalation Management

Included

Included

Included

Designated Service Delivery Manager

Included

Included

Included

Governance & Reporting

Included

Included

Included

Tier 1 Case Management

20% of all Agents on Account/ Quarter (cases)

30% of all Agents on Account/ Quarter (cases)

30% of all Agents on Account/ Quarter (cases)

Simple MACD Requests

10% of all Agents on Account/ Quarter (cases)

15% of all Agents on Account/ Quarter (cases)

15% of all Agents on Account/ Quarter (cases)

Complex MACD Requests

Up to 6 hours per month

Up to 12 hours per month

Up to 16 hours per month

Service Review

Quarterly

Monthly

Monthly

Health Check & Optimization Reviews

 

Quarterly

Quarterly

Premier Service6

Additional Charge

Additional Charge

Additional Charge

Staff Augmentation6, 7

Additional Charge

Additional Charge

Additional Charge

Hardware Replacement, and Third Party/OEM Support

 

 

Additional Charge

Custom Service Levels6, 7

 

 

Additional Charge

1. If Managed Services are provided by a Managed Service Partner, Essentials requires the Customer purchase the Silver Advanced Support Services Package 
2. If Managed Services are provided by a Managed Service Partner, Evergreen requires the Customer purchase the Gold Advanced Support Services Package
3. If Managed Services are provided by a Managed Service Partner, Premium requires the Customer purchase the Platinum Advanced Support Services Package
4. May be purchased through Order Form, Change Order, SOW or Amendment for an additional charge. Please work with your account representative to purchase.
5. This Service Element is an Optional Service.
6. May be purchased through Order Form, Change Order, SOW or Amendment for an additional charge. Please work with your account representative to purchase.
7. This Service Element is an Optional Service