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ReadyCloud Collaboration - Product Specification

1. Introduction

This document contains product information for the ReadyCloud Collaboration service. If you require more

detailed technical information, please contact your Account Manager.

2. Service definition

2.1. Service overview

ReadyCloud Collaboration is a cloud unified communications and telephony solution that helps enable your

staff to collaborate efficiently, and is capable of integrating with your other systems and leveraging your

existing investments. ReadyCloud Collaboration is based on a Cisco solution.

ReadyCloud Collaboration is a profile based unified communications & collaboration service (e.g. Voice,

Video, IM, Presence, etc.) charged on a per user per month basis, delivered securely to users anywhere

from our resilient SDP cloud environment.

Integration - ReadyCloud Collaboration can often be integrated with on-premise PBX sites, allowing a

staged path to cloud connectivity. It can also connect with other applications (CRM, contact centre etc.) to

better maximise efficiency.

Control - ReadyCloud Collaboration is very flexible, so you can ensure you always have the right numbers

and types of profiles. The customer portal for the service allows you the option of directly making changes,

rather than calling Spark Digital.

Cloud-hosted - Avoiding the need for large upfront costs and maintenance and management costs (for

upgrades and support etc.) are minimised.

ReadyCloud collaboration

* This diagram represents a high level view and does not show all architectural requirements for the service

2.2. Pre-requisite Spark Digital services

In order to receive the ReadyCloud Collaboration Service you are required to have the Spark Digital

Essentials - Access and WAN Services.

The Essentials - Access and WAN Services provide access to the ReadyCloud Collaboration platform.


The Essentials – Access service can also be used to provide you with access to other Spark Digital

managed services and cloud products, or if an instance already exists, it may be utilised to provide access

for ReadyCloud Collaboration.

Should you be intending to increase your level of resilience with the Geographic Redundancy option, multiple

Essentials - Access and WAN Services are required.

The Spark Digital Management Service (Premium) will also be required for Gateway equipment located on

your premises.

You may optionally select our Spark Digital Maintenance service for your Cisco IP phones or video devices

on your premises

Separate Spark Digital Essentials, Spark Digital WAN, Spark Digital Management, Spark Digital

Maintenance services will be provided for your review as appropriate for your requirements.

2.3. Standard service features

The key standard features of the ReadyCloud Collaboration Service are:


24 x 7 (incl. public

holidays) service

management

(excluding MACs &

Service Requests)

Spark Digital provides a service desk to assist with resolving operational issues. This service is provided 24 x 7 including public holidays.

Application and server

monitoring,

management &

Maintenance

Spark Digital monitor and manage the operating systems and tools of the

ReadyCloud Collaboration platform. This includes:

Service Delivery Management

Platform Design Management

Capacity Management

Knowledge Management

Platform Monitoring and Assurance

Incident and Problem Management

Service Level Management

Administration Portal The Administration Portal is a web based interface where Customer

Administrators can add, change and remove users, profiles and features on

demand.

Evergreen The platform and unified communications applications are kept up to date and

maintained to optimum hardware and software versions.

This includes:

Software Release Management

Providing release management services which consist of the management of

updates, upgrades, enhancements, improvements to a current release of software

Service Availability

Reporting

The service is available for customer use and functioning in accordance with this

Product Specification.

Call Detail Reporting Call Detail Reporting provides customers with details of each call record

generated by the Service. This allows customers to monitor and manage their

costs by department by loading call detail into their own call accounting system if required.



Functional performance reporting

Customer administrators have access to comprehensive functional performance reporting including:

System Uptime: The time that the system has been available for use without

interruption (measured in days, hours, minutes and seconds).

Latency: The absolute time (in milliseconds) from the time the first bit of an

IP packet enters the client side of the ingress (source) CPE to the time the

last bit of the packet exits from the client side of the egress (destination) CPE.

MOS (Mean Opinion Scores) reported by the system and end-points

Jitter: The difference (in milliseconds) between the minimum and maximum

Latency. This is calculated one-way over a one minute interval for 99% of

equal-sized IP packets in a stream with randomly varying arrival times.

Throughput: The maximum average data rate (in kilobits per second) for a

given packet size that can be sustained across a GWS site connection while

conforming to the specified functional performance targets.

Packet Loss: Units of data sent across a network. The overall percentage of

IP packets lost between the source and destination CPE.

2.4. Service options

The optional features of our ReadyCloud Collaboration service apply where selected by the customer in the

Service Schedule. Customers can select a combination of profiles to help meet their business needs.

Different quantities and profile options may be selected to meet needs of different types of users.

Option Option description

Shared Space Profile The Shared Space Profile provides simple calling functionality for a shared phone.

Basic Profile The Basic profile provides a cost effective solution for fixed phone users with

limited collaboration and handset needs. It does not include the Voicemail option.

Basic Plus Voicemail

Profile

The Basic Plus Voicemail profile provides a cost effective solution for fixed phone

users with limited collaboration and handset needs and includes the Voicemail option.

Standard Profile The Standard Profile provides sophisticated collaboration functionality on one of

a wide range of phone or video devices.

Advanced Profile The Advanced Profile provides comprehensive collaboration functionality allowing

users to seamlessly work from multiple devices, and in multiple locations.

Geographic

Redundancy*

Geographic Redundancy provides an extra level of resilience by maintaining a

replicated instance in the primary data centre to a secondary data centre. The data centres are located in Wellington and Auckland.

Note: Two Spark Digital Essentials Access service connections are required

when this option is selected.

* The Geographic Redundancy option applies across all profile options selected.

Service option detail

Below is the generic detail for each of the selectable profile options. Further detail is available upon request.


Shared space profile

Full Voice/Call Control Dial tone, common call control features (Call Preservation for Active Calls, Barge,

Call Forward, Call Hold/Resume, Call Park, Call Pickup and Group Call Pickup,

Call Transfer, Client Matter Codes (CMC), Forced Authentication Codes, Do Not

Disturb, On-Hook and Off-Hook Dialling, Join across lines (allows user to join

callers from different lines), and international dialling), Fax/Modem over IP

support).

Single device allowance This profile allows only one device to be used from the supported types for this

profile.

Shared Space Profile

device types supported

These devices are supported for use in this profile: Analogue Devices, Cisco

Unified IP Phone models 3905 & 6901 (analogue devices require an analogue

adaptor). Devices that Cisco deem ‘end of life’ will not be supported. New models

may also become supported in the future. For a current list of supported devices please check with your Spark Digital representative.

Basic profile





callers from different lines), and international dialling ), Fax/Modem over IP support.

Advanced call control Ad-hoc Conferencing capability, extension mobility,

Hunt Groups, Select Specified Line Appearance, Shared/Bridged Line

Appearances, (some features may require specific device types).


profile.

Basic Profile device

types supported


Unified IP Phone models 3905, 6901, 6911 6921 & 7821. Devices that Cisco

deem ‘end of life’ will not be supported. New models may also become supported

in the future. For a current list of supported devices please check with your Spark Digital representative.

(Analogue devices require an analogue adaptor).

Single Number Reach Configure up to eight external phone numbers to ring after configurable delay.

Present the call back to user device when the external number terminates the call.

Instant Messaging Jabber Client provides secure, rich-text IM, Group Chat, User History, Multi-

device IM, Media Escalation, Persistent Chat rooms, Policy and Compliance (Administrator Presence Policy, IM Retention).

Presence Jabber Client provides Network-based presence aggregation from multiple

sources and clients, third-party presence applications, network-enforced

presence policy, Standard and custom presence notifications, Blocked or Do Not

Disturb presence states, Control who views presence information, XMPP, user

profiles, Escalate to group chat, File transfer, Archived messages, Directory Integration.

Basic Plus voicemail profile


Basic Plus voicemail profile





callers from different lines), and international dialling ), Fax/Modem over IP

support.





profile.

Basic Profile device

types supported


Unified IP Phone models 3905, 6901, 6911, 6921 & 7821. Devices that Cisco

deem ‘end of life’ will not be supported. New models may also become supported

in the future. For a current list of supported devices please check with your Spark

Digital representative.




Unified Messaging Voicemail box with up to five personal greetings, PIN & password security,

Process messages and play messages, Address message to multiple recipients,

Remove introductions to forwarded messages, Search for messages by name,

caller ID, phone number, extension, Mark messages as regular, urgent, or

private, Create secure messages (no playback when sent outside of company),

Record messages for future delivery, Request return receipts for recorded

messages, Live recording of conversation with recording sent to mailbox, Address messages by extension or by name.







profiles, Escalate to group chat, File transfer, Archived messages, Directory Integration.

Standard profile





callers from different lines), and international dialling ), Fax/Modem over IP support.


Hunt Groups, Select Specified Line Appearance, Shared/Bridged Line Appearances, (some features may require specific device types).


Standard profile

Single device allowance This profile allows only one device to be used from the supported types for this profile.

Standard Profile device

types supported


Unified IP Phone models 3905, 6901, 6911 & 6921.

Cisco Unified IP Phone Series 694x, 696x, 7800, 7900, 8900 & 9900, Conference

Phones series 7900, Third Party Assured Service SIP (AS-SIP) Devices,

CiscoTelepresence EX 60 / EX 90, 8900 and 9900 series with optional video

camera, Jabber Desktop Softphone, Jabber Mobile Softphone (iPhone, iPad,

Nokia, Blackberry). Devices that Cisco deem ‘end of life’ will not be supported.

New models may also become supported in the future. For a current list of supported devices please check with your Spark Digital representative.

















profiles, Escalate to group chat, File transfer, Archived messages, Directory

Integration.

Native Video Point-to-point video calls can be made subject to device choice supporting video calling.

Desktop Softphone The Jabber desktop softphone may be used as the supported device type for this

profile. Subject to device allowance for this profile.

Smartphone Client The Jabber Smartphone client may be used as the supported device type for this


Advanced profile





callers from different lines), and international dialling ), Fax/Modem over IP

support.





Advanced profile

Multiple device allowance

This profile allows only up to ten devices to be used from the supported types for this profile.

Advanced Profile device

types supported


Unified IP Phone models 3905, 6901, 6911 & 6921

Cisco Unified IP Phone Series 694x, 696x, 7800, 7900, 8900 & 9900, Conference

Phones series 7900, Third Party Assured Service SIP (AS-SIP) Devices,

CiscoTelepresence EX 60 / EX 90, 8900 and 9900 series with optional video

camera, Jabber Desktop Softphone, Jabber Mobile Softphone (iPhone, iPad,

Nokia, Blackberry). Devices that Cisco deem ‘end of life’ will not be supported.

New models may also become supported in the future. For a current list of supported devices please check with your Spark Digital representative.

















profiles, Escalate to group chat, File transfer, Archived messages, Directory

Integration.

Native Video Point-to-point video calls can be made subject to device choice supporting video calling.

Desktop Softphone The Jabber desktop softphone may be used as the supported device type for this


Smartphone Client The Jabber Smartphone client may be used as the supported device type for this



2.5. Service management

Service Management for the ReadyCloud Collaboration service and its technical support requirements are

provided by the ReadyCloud Collaboration service desk. The ReadyCloud Collaboration service desk will

collate and keep information in accordance with standard Spark Digital operating procedures.

A dedicated service support desk number 0800-265-500 is available to centralise support and Service

Requests.

Requests may also be logged via email: [email protected]

The ReadyCloud Collaboration coverage hours are defined in the following table:

Service coverage hours

types


definition


options

Service Fulfilment Hours The hours during which Service

fulfilment support desks are

operational to action MACs and Service Requests.

8am-5pm excl. public holidays

Service Support/Service

Restoration Hours

The hours during which a client

can call and report a fault or log a service request.

24x7 incl. public holidays

Call Reception Hours The hours during which incoming

telephone calls from customers to

the Spark Digital Service Desk are accepted and logged.

24x7 incl. public holidays

Service requests

Service Request means a Move, Add or Change (MAC)

The ReadyCloud Collaboration Service provides a customer administration portal for self-service. Customers

may also choose to have Service Requests performed by Spark Digital, or in the case of Complex Service

Requests, the customer may not be able to perform the change through the self-service portal.

For large or difficult changes, a project may be required to manage the change.

Customers should contact the ReadyCloud Service Desk to be advised what category the request falls into

and what Fees may apply.

Service request name Service request description

Simple Service Request A change to the Service which can be implemented remotely with total effort

to make the change not exceeding one hour. A Simple Service Request does not require detailed investigation or analysis by Spark Digital.

The customer may choose a priority which determines the Service Levels and

price of the Service Request

Complex Service Request A change to the Service which requires more than one hour of

implementation effort or requires onsite attendance to implement.

Project Service Request A change to a Service that requires a contract variation and resources from Spark Digital’s Design and Professional Services team.

Note: Should a customer have a dedicated Service Desk, all calls and email relating to Service Requests and change management

should be directed to this Service Desk in the first instance.

mailto:[email protected]


2.6. Customer responsibilities

It is the customer’s responsibility to:

Comply with this ReadyCloud Collaboration Product Specification;

Ensure that everyone the customer is responsible for or that uses this service complies with this

ReadyCloud Collaboration Product Specification;

Provide, configure, operate and support systems integrated to the ReadyCloud Collaboration service;

Assist Spark Digital with implementation, fault resolution and Service Requests;

Provide Spark Digital with information about the customer’s requirements;

Comply with the ReadyCloud Collaboration pre-requisites (including QoS requirements);

Manage the LAN and WAN cabling (including patching to the user outlet), at each site;

Provide and manage any audio sources for music on hold;

Prepare and manage the desktop environment for delivery of any application functions;

Provide internal support for end users and manage the users’ devices including deployment and support

of the common operating environment for the users’ computers and other devices.

Provide a customer administrator function for end users to contact and provide first line support. The

customer administrator may log support calls with the ReadyCloud Collaboration service desk.

Provide end user training as required. Initial ‘train the trainer’ and any end user training will be agreed in

the implementation statement of work. Additional training requirements in the future may be performed

under a separate agreement as required.

Provide and maintain any analogue and digital handsets or headsets, disclosed initially or discovered

later;

Provide and maintain any accessory equipment connected to handsets (e.g. headsets);

Ensure adequate access to security and emergency services (e.g. this may require separate PSTN lines

for Fire & Security Alarms and Systems);

Provide a single point of contact for the Spark Digital Service Desk, who will in turn be provided a Spark

Digital internal incident number for every case;

Ensure that Request for Service, Change and incidents are clearly communicated to Spark Digital

through the agreed processes;

Review any Requests for Change or Impact Assessment Reports and/or Low Level Design or

Statements of Work recommendations provided by Spark Digital, Where the customer rejects a change

recommended by Spark Digital in a Request for Change or Impact Assessment Report and/or Low Level

Design or Statement of Work that material affects a Service Level, the customer assumes responsibility

for the risk identified and Spark Digital shall be relieved from meeting the service level in question;

Accept scheduled maintenance windows to allow Spark Digital to install Maintenance Releases,

upgrades and/or new releases of software on the ReadyCloud Collaboration platform;

Agree to upgrades of the UC Application software in order to maintain currency of the software within

two (2) Major Releases of the current release;

When software releases include additional functionality, the Customer will agree the adoption of such

additional functionality including any variance in charges for that additional functionality. Charges will be

agreed with customer prior to customer using the additional functionality;

If the installation of a new release (at any level) to maintain currency requires new or additional

hardware or software outside of the ReadyCloud Collaboration service (CPE as an example), then


Customer is entirely responsible for the cost and implementation of such hardware and software.

Customer may elect to request Spark Digital provide these services by mutual agreement.

2.7. Service implementation

Spark Digital will carry out the following implementation activities:

A Low Level Design and Statement of Work (“SOW”) will be generated which will define the scope and

cost of the Project Management, Design, Training, On-boarding and Transition activities. A signed

agreement for the scope of work and charges outlined in the SOW is required before Spark Digital will

proceed to implement the Service;

Spark Digital will coordinate the initial implementation project;

The platform provisioning of the Service for the client will be performed by Spark Digital;

Onsite work will be co-ordinated by the project manager and performed by Spark Digital;

Process documentation an implementation required to provide the Services described in this Product

Specification;

Communicating the support processes, contact numbers and details to the nominated customer

personnel.

2.7.1. Implementation Options

We will discuss with the customer during the design phase any implementation options to be included in the

SOW.

2.8. Service boundaries

The Service boundary includes the ReadyCloud Collaboration Service platform and unified communication

applications hosted in our Spark Digital Datacentres and terminates on the border with Spark Digital’s

Essentials Access service.

Unless agreed otherwise, these Services do not include the following:

The customer’s in-house applications support and development;

3rd party application integration.

3. Service targets

This section lists the following:

Functional performance targets – performance targets of the service itself.

Service delivery performance targets – performance targets for Spark Digital’s delivery of the service.

Provisioning/change performance targets – performance targets for Spark Digital’s implementation of

and changes to the service.

The ReadyCloud Collaboration Service Functional Performance Targets are defined in the following tables.


3.1. Functional performance targets

Functional performance

target name

Functional performance target

description Notes

Maintenance Window The period when routine

maintenance can be undertaken on

the ReadyCloud Collaboration Service platform

Weekly maintenance window for the

platform is between 2:00 a.m. to 7:00

a.m., Sunday (NZST). Usual customer

notification service levels apply for

providing adequate notice to

customers.

Platform availability Availability of ReadyCloud Collaboration Service platform

At least 99.9% monthly availability

excluding the scheduled maintenance

window and any planned outages.

Portal availability Availability of the ReadyCloud

Collaboration Service Administration

Portal

99.5%, excluding the scheduled

maintenance window and any planned

outages. The portal is not considered a critical system for fault resolution.

3.2. Service delivery performance targets

The ReadyCloud Collaboration Service Delivery Targets are defined in the following table.

Delivery performance target

name Delivery performance target description Value

Call answering The time taken to answer calls to the

Spark Digital Service desk. Calls

abandoned within 40 seconds are excluded from this measure.

80% of calls are answered

within 20 seconds during Call Reception Hours

Billing enquiry response The elapsed time between Spark Digital

receiving a billing enquiry and a response to the enquiry

95% within five Business

Days

Alarm notification The elapsed time between a service-

impacting alarm occurrence and the

customer being notified that it has

occurred and is being investigated or has

been resolved

95% within one Service

Restoration Hours

Incident response time (remote) The elapsed time between call reception

or alarm notification and remote initiation

of corrective action

Priority1: 95% within one Service Restoration Hours

Priority2: 90% within four Service Restoration Hours

Priority3: 90% within eight Service Restoration Hours

Priority 4: 90% within eight

Service Restoration Hours

unless otherwise agreed

Service restoration progress

update

Frequency of updates to the customer on

the status of service restoration activity.

Priority 1: hourly during

Service Restoration Hours

unless otherwise agreed

Priority 2: every two hours

during Service Restoration

Hours unless otherwise

agreed


Delivery performance target

name Delivery performance target description Value

Priority 3: upon request

during Service Restoration Hours

Priority 4: upon request

during Service Restoration Hours

Return to Operation (remote) The elapsed time between call reception

or alarm occurrence and confirmation to

the customer that service has been

restored where service restoration is able

to effected remotely

Priority 1: 95% within two Service Restoration Hours

Priority 2: 90% within four Service Restoration Hours

Priority 3: 90% within 24 Service Restoration Hours

Priority 4: as agreed with customer

Planned outage notification Elapsed time between advising customer

of a planned outage and the planned outage commencement

Planned outages during

maintenance window: within five Business Days

Planned outages outside of

maintenance window: within ten Business Days

Emergency planned

outages: as much notice as possible

3.3. Incident priority matrix

Incident priority is determined by Spark Digital from a combination of Impact and Urgency, as described

below. Impact is the effect of the Incident on the customer’s business, measured by the number of the

customer’s users and the extent of the customer’s service that is affected. Urgency indicates the speed of

action required, the degree to which the business can bear a delay in resolution and the availability of a

workaround or fix. Priority considers impact and urgency to ensure available resources are applied

effectively according to business rules and Service Levels.

Impact Description

Enterprise Impact to all users at multiple client sites

Impact to a critical site, system or service

Site/Dept. Impact to all users at a single client site

Impact to all users in one department

Multiple Users Impact to multiple users at several sites

Impact to multiple users at one site

One User Impact to a single user

Impact occurred once only


Urgency Description

1 - Critical Will have serious impact on client business if not resolved within P1 target timeframe

2 - High Will have serious impact on client business if not resolved within P2 target timeframe

3 - Average Will have serious impact on client business if not resolved within P3 target timeframe

4 - Low Will not have serious impact on client business

Priority =

Impact & urgency

Urgency

1 2 3 4

Imp

act

1 P1 P1 P2 P2

2 P1 P2 P2 P3

3 P2 P2 P3 P3

4 P2 P3 P3 P4

3.4. Provisioning/change targets

The ReadyCloud Collaboration Provisioning / Change Targets are defined in the following table.

Service target name Service target description Service target value

Assessment of Service

Request

The elapsed time from

receipt of a Service Request

and confirmation of the class

of Service Request to the customer.

Within one Service Fulfilment Hours 90% of the

time

Completion of a Simple

Service Request

The elapsed time from a

Service Request being

assessed as a Simple

Service Request and

confirmation to the customer

that the Service Request has been completed.

Priority Value

1 Within four Service Fulfilment

Hours, 90% of the time.

2 Within eight Service Fulfilment

Hours, 90% of the time.

3 Within 24 Service Fulfilment Hours, 90% of the time

4 As agreed with the customer.

Complex Service

Request Response



assessed as a Complex

Service Request and the

commencement of activities

relating to the implementation.

As agreed with the customer.

Project Service Request Response



assessed as a Project

Service Request and the

commencement of activities

relating to implementation

As agreed with the customer.


4. Standard fees and invoicing

4.1. Invoicing

Customer Fees may include one or more of the following:

One-Off fees including Design, Project Management, Installation, Setup, Device and Transition Fees;

Monthly Fees including Base Operational fee, Per user monthly fee, Minimum Fee, Optional Add-on

service fees;

Service Request Fees.

Implementation fees

Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing,

activation and handover. These will be specified in the relevant SOW.

Project management fees

Project Management fees are invoiced in arrears and cover items such as organising customer and third

party resources and equipment, achieving project budgets, timeframes and deliverables, and minimising

project risk. These will be specified in the relevant SOW.

Fixed monthly fees

Fixed monthly fees are invoiced in advance and cover the provision and management of the ReadyCloud

Collaboration services included in the customer’s ReadyCloud Collaboration Service Schedule. Fixed

monthly fees are applicable from the date that Spark Digital advises the customer that the service is capable

of being used between the designated Service delivery points. Spark Digital is not responsible for the

customer’s non-use of the Service due to implementation delays beyond the Service delivery points.

Variable fees

Per user per month fees for users that have not been activated for the full month will be pro-rated to a daily

charge for that month. Variable fees will be charged monthly in arrears. Variable fees may be aggregated

into a single line on the bill for the month. A report detailing the changes during the month will be available to

demonstrate how the pro-rated amounts were calculated.

Miscellaneous fees

One-time fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations, and

configuration changes requested by the customer.

4.2. Service requests

The Service Requests are defined in section 2.5.

Service Requests are charged at a minimum of one hour, and thereafter in 15 minute intervals.

Service Request Fees detailed in the ReadyCloud Collaboration service schedule

Description

Simple Service Request: Priority 1




Description


Complex Service Request

Project

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