MCSA0003-08_SA_5_AM_53.pdf

CBTS LLC d.b.a CBTS Technology Solutions LLC MCSA0003-08, Service Attachment 5, Amendment 53

Version 7/23

CBTS LLC D.B.A. CBTS TECHNOLOGY SOLUTIONS LLC

MASTER CLOUD SERVICES AGREEMENT (#MCSA0003-08)

SERVICE ATTACHMENT 5

AMENDMENT 53

This Amendment 53 to Service Attachment 5 of contract #MCSA0003-08 (the “Amendment”) is between the State of Ohio, Department of Administrative Services (the “State”) and CBTS LLC d.b.a. CBTS Technology Solutions LLC (the “Service Provider”). This Amendment changes the terms of Master Cloud Services Agreement #MCSA0003-08 (the “Agreement”).

WHEREAS, the State and Service Provider entered into the Agreement on January 18, 2012 and Service Attachment 5 on August 25, 2015; and

WHEREAS, the State and Service Provider determined that an amendment is necessary to address certain revisions to the Agreement.

NOW, THEREFORE, the Agreement is amended as follows:

1. In Service Attachment 5, Section 5.11, Equipment Purchases, delete the hardware catalog link and replace it with the following:

https://www.cbts.com/wp-content/uploads/2025/06/NGTS-Revised-Hardware-Catalog-6-18-2025-.pdf

This Amendment shall become effective as of the date of the State’s signature and shall remain in full force and effect for the term of the Agreement. Except as modified by this Amendment, all other terms, conditions and pricing of the Agreement shall remain the same and in full force and effect.

IN WITNESS WHEREOF, the parties have executed this Amendment as of the dates appearing below.

CBTS LLC d.b.a. CBTS TECHNOLOGY STATE OF OHIO

SOLUTIONS LLC DEPARTMENT OF ADMINISTRATIVE SERVICES

By: By:

Name: Name: Kathleen C. Madden

Title: Title: Director

Date: Date:

Tony King

VP Strategic Svcs & Ops

Jul 15, 2025 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.cbts.com%2Fwp-content%2Fuploads%2F2025%2F06%2FNGTS-Revised-Hardware-Catalog-6-18-2025-.pdf&data=05%7C02%7Cconnor.estell%40das.ohio.gov%7C2f41264a13ed46021fc108ddb0171fed%7C50f8fcc494d84f0784eb36ed57c7c8a2%7C0%7C0%7C638860335822019130%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=brv73EZpFQ%2FJs5Yg%2Fl1gGTYVOYUsx%2B3uetp5ePL71sE%3D&reserved=0

SUMMARY OF AMENDMENTS

Amendment Number

Effective Date Description

SA5-53 Pending Amendment 53 updates the Service Provider’s catalog link.

SA5-52 Pending Amendment 51 adds Department of Commerce State Fire Mashall SOW.

SA5-51 Pending Amendment 50 adds Department of Commerce’s Division of Industrial Compliance SOW.

SA5-50 6/11/25 Amendment 50 updates the Service Provider’s catalog link.

SA5-49 Pending Amendment 49 adds HATS IVR Enhancements for JFS.

SA5-48 Pending Amendment 48 adds Cisco Phone Refresh for ODRC.

SA5-47 5/13/25 Amendment 47 updates the Service Provider’s catalog link.

SA5-46 4/21/25 Amendment 46 updates the Service Provider’s catalog link.

SA5-45 2/13/25 Amendment 45 updates the Service Provider’s catalog link.

SA5-44 12/31/24 Amendment 44 updates the Service Provider’s catalog link.

SA5-43 11/14/24 Amendment 43 updates the Service Provider’s catalog link.

SA5-42 10/7/24 Amendment 42 adds Eventide Services for DPS.

SA5-41 7/17/24 Amendment 40 adds updated costs and timeline related to the SOW in SA5-31.

SA5-40 7/17/24 Amendment 40 adds updated costs and timeline related to the SOW in SA5-32.

SA5-39 2/13/25 Amendment 39 adds CBOSS Wallet for OOD SA5-38 6/13/24 Amendment 38 add video conferencing updates for MCD SA5-37 6/13/24 Amendment 37 updates BWC BI Dashboard SA5-36 5/14/24 Amendment 36 updates call flows and APIs for TAX SA5-35 1/9/24 Amendment 35 adds Call Center Services for PUCO

SA5-34 11/6/23

Amendment 34 updates the pricing on the Broad Based Category Eligibility (BBCE) Outbound Notification Campaign Statement of Work for JFS to the Agreement as Exhibit 1.

SA5-33 5/14/24 Amendment 33 adds Virtual Visitation for DRC

SA5-32 9/27/23 Amendment 32 adds Call Center Services Phase 2 for the BWC Statement of Work.

SA5-31 12/21/23 Amendment 31 adds Call Center Services for the DPS Highway Patrol Contact Center Statement of Work.

SA5-30 3/30/23 Amendment 30 adds Workforce Management functionality in the ODM environment contact center for 300 agents.

SA5-29 3/15/23 Amendment 29 adds screen pop functionality to the Ohio Tax System.

SA5-28 2/8/22 Amendment 28 adds the Computer Telephony Integration (CTI) with ServiceNow for the Department of Administrative Services.

SA5-27 1/26/22 Amendment 27 updates Service Attachment 5 to add the Microsoft Teams Voice (MSTV) service.

SA5-26 8/15/22

Amendment 26 updates Service Attachment 5 to add the TAX Power BI Dashboards Statement of Work.

SA5-25 Canceled Amendment 25 updates Service Attachment 5 to add the BMV Contact Center Enhancements Statement of Work.

SA5-24 2/28/22

Amendment 24 updates Service Attachment 5 to add change request and warranty provisions to section 14.

SA5-23 1/13/22 Amendment 23 updates the total costs represented in Section

3.1 in the Broad Based Category Eligibility “BBCE” Campaign table.

SA5-22 11/24/21

Amendment 22 adds the Broad Based Category Eligibility (BBCE) Outbound Notification Campaign Statement of Work for JFS to the Agreement as Exhibit 1.

SA5-21 2/5/21

Amendment 21 updates Section 5.10.4 pertaining to Optional Add-On Key Terms, “Mass Notification and Paging”.

SA5-20 3/26/21

Amendment 20 deletes Section 5.7, Meeting Place Video Conferencing, in entirety and is replaced with updated Section 5.7, Audio Conferencing and Web Conferencing.

SA5-19 12/30/19

Amendment 19 replaces Amendment 17 pertaining to Contact Centers.

SA5-18 5/22/19

Amendment 18 replaces Amendment 12 pertaining to Hosted Dedicated Cluster options.

SA5-17 7/12/18

Amendment 17 updates Amendment 8, Section 5.10 pertaining to Contact Centers.

SA5-16 6/6/18

Amendment 16 updates the following sections:

• Section 5.1.2, Enhanced Features Plan

• 5.10.4, Optional Add-On Features

• 5.10.4.1, Optional Add-On Costs

SA5-15 4/16/18

Amendment 15 adds Computer Telephony Integration (CTI) Connector service.

SA5-14 4/16/18

Amendment 14 replaces Section 5.4.3 in Amendment 6 with updated Section 5.4.3, Off Network Interstate, International Long Distance Call and Dedicated Inbound Only Toll Free

SA5-13 4/16/18 Amendment 13 updates Section 5.5, SIP Service and Setup

SA5-12 7/24/18

Amendment 12 replaces Amendment 7 pertaining to Hosted Dedicated Cluster options

SA5-11 3/28/18

Amendment 11 adds Landline Texting Service products and services.

SA5-10 6/22/17

Amendment 10 updates labor rates in Exhibit G - Rate Card for contract years 6 – 10.

SA5-9 6/22/17

Amendment 9 removes the following sections below in entirety and replaces them with new Section 5.1.7, Hosted Video.

• 5.1.7 – Room Based Profile

• 5.5.4 – Business-to-Business Profile

• 5.5.4.2 – Concurrent Calls

• 5.5.4.2 – Business-to-Business Services Description

• 5.5.4.3 – Business-to-Business Video Pricing

SA5-8 3/20/17 Amendment 8 updates Section 5.10, Contact Centers as amended in Amendment 4.

SA5-7 4/12/17 Amendment 7 updates Section 5.17, Hosted Dedicated Cluster.

SA5-6 2/7/17

Amendment 6 reduces rates in the following sections:

• Section 5.4.3, Off Network Interstate, International Long

Distance Call and Dedicated Inbound Only Toll Free

• Section 5.5.1, SIP Service Fee and Equipment Setup

Cost

SA5-5 8/12/16

Amendment 5 updates Section 5.1.5, Analog Profile with updated language pertaining to analog connectivity to the Internet via the VG Analog Voice Gateway.

SA5-4 8/12/16

Amendment 4 replaces Contact Center Section 5.10 through

5.10.2.2 with new Sections 5.10 through 5.10.5

SA5-3 5/27/16

Amendment 3 adds the following products:

• Interactive Voice Response Recognition

• Text to Speech, and

• SMS Messaging Services

SA5-2 4/8/16 Amendment 2 adds Section 5.1.8, Voicemail-Only Profile

SA5-1 8/25/15

Amendment 1 adds the Service Provider’s catalog to reference when purchasing hardware.

SUMMARY OF AMENDMENTS