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HostedPBX Pricing Component Notes Monthly Recurring Charges Non-recurring Charges
| Licenses & Seats |
| Standard/Basic user license (include description of features and limitations) |
| Premium/Advanced user license (include description of features and limitations) |
| Basic contact center/ACD seat (if available and include description of features and limitations) |
| Softphone‑only license |
| Mobile‑only license (if available) |
| Additional DID monthly charge |
| 911 address records (if applicable) |
| Outbound domestic long distance rate (if applicable) |
| Outbound long distance rates to Alaska and/or Hawaii (if applicable) |
| Outbound long distance rate(s) to Canada and Mexico (if applicable) |
| URL link or appendix to international outbound long distance rates |
| Toll free (inbound) long distance rates |
| Toll free number charge (if applicable) |
| Metered usage rates for local (if applicable) |
| Unused/unassigned DID (reserve) charge |
| SMS / MMS per DID |
| Directory listing per DID (if applicable either monthly charge or one-time charge) |
| Other Service Description Charge (if applicable) - Option 1 (please describe) |
| Other Service Description Charge (if applicable) - Option 2 (please describe) |
| Hardware (if applicable) |
| Desk phone models (wired network and power brick) + unit pricing (four most common devices if there are multiple options) |
| Desk phone models (wireless network and power brick) + unit pricing (four most common devices if there are multiple options) |
| Conference bridge |
| Headset options (both wired and wireless if available) |
| Sidecars or expansion modules |
| FAX solution(s) (ATA options) |
| Optional UCaaS Add‑ons (if applicable) |
| Call recording / WFO (include descriptions and limitations of storage) |
| Analytics & dashboards (include description of customer access and most commonly used reports) |
| IVR/menu design (include description of customer access if available) |
| CRM integration/API (include description if available) |
| Support & SLAs |
| Standard support and account management (8×5) |
| Enhanced support (24×7) |
| Response time tiers |
| Escalation process |
| Uptime SLA guarantees (if available) |
| Uptime service targets (if applicable) |
Teams Integration OC
Pricing Component Notes Monthly Recurring Charges Non-recurring Charges
| Licenses & Seats |
| Teams Operator Connect charge per seat per month (do not include Microsoft Phone Standard license pricing) |
| Teams Operator Connect DID charge (if applicable) |
| Directory listing per DID (if applicable either monthly charge or one-time charge) |
| Outbound domestic long distance rate (if applicable) |
| Outbound long distance rates to Alaska and/or Hawaii (if applicable) |
| Outbound long distance rate(s) to Canada and Mexico (if applicable) |
| URL link or appendix to international outbound long distance rates |
| Toll free (inbound) long distance rates |
| Toll free number charge (if applicable) |
| Unused/unassigned DID (reserve) charge |
| Other Service Description Charge (if applicable) - Option 1 (please describe) |
| Other Service Description Charge (if applicable) - Option 2 (please describe) |
| Hardware (if applicable) |
| Microsoft Teams Desktop phone models (wired network and power brick) + unit pricing (four most common devices if there are multiple options) |
| Microsoft Teams Desktop phone models (wireless network and power brick) + unit pricing (four most common devices if there are multiple options) |
| FAX solution(s) (ATA options) |
| Optional Add‑ons (if applicable) |
| Call recording / WFO (include descriptions and limitations of storage) |
| Analytics & dashboards (include description of customer access and most commonly used reports) |
| Support & SLAs |
| Standard support and account management (8×5) |
| Enhanced support (24×7) |
| Response time tiers |
| Escalation process |
| Uptime SLA guarantees (if available) |
| Uptime service targets (if applicable) |
Teams Integration DR
Pricing Component Notes Monthly Recurring Charges Non-recurring Charges
| Licenses & Seats |
| Teams Direct Routing charge per seat per month (do not include Microsoft Phone Standard license pricing) |
| Teams Direct Routing charge per concurrent call path (if applicable; do not include Microsoft Phone Standard license pricing) |
| Teams Direct Routing DID charge (if applicable) |
| Directory listing per DID (if applicable either monthly charge or one-time charge) |
| Outbound domestic long distance rate (if applicable) |
| Outbound long distance rates to Alaska and/or Hawaii (if applicable) |
| Outbound long distance rate(s) to Canada and Mexico (if applicable) |
| URL link or appendix to international outbound long distance rates |
| Toll free (inbound) long distance rates |
| Toll free number charge (if applicable) |
| Unused/unassigned DID (reserve) charge |
| Other Service Description Charge (if applicable) - Option 1 (please describe) |
| Other Service Description Charge (if applicable) - Option 2 (please describe) |
| Hardware (if applicable) |
| Microsoft Teams Desktop phone models (wired network and power brick) + unit pricing (four most common devices if there are multiple options) |
| Microsoft Teams Desktop phone models (wireless network and power brick) + unit pricing (four most common devices if there are multiple options) |
| FAX solution(s) (ATA options) |
| Optional Add‑ons (if applicable) |
| Call recording / WFO (include descriptions and limitations of storage) |
| Analytics & dashboards (include description of customer access and most commonly used reports) |
| Support & SLAs |
| Standard support and account management (8×5) |
| Enhanced support (24×7) |
| Response time tiers |
| Escalation process |
| Uptime SLA guarantees (if available) |
| Uptime service targets (if applicable) |
SIP Trunking
Pricing Component Notes Monthly Recurring Charges Non-recurring Charges
| Call paths, DIDs, & Usage |
| SIP Trunks (call paths) |
| DID charge |
| 911 Address records |
| Directory listing per DID (if applicable either monthly charge or one-time charge) |
| Outbound domestic long distance rate (if applicable) |
| Outbound long distance rates to Alaska and/or Hawaii (if applicable) |
| Outbound long distance rate(s) to Canada and Mexico (if applicable) |
| URL link or appendix to international outbound long distance rates |
| Toll free (inbound) long distance rates |
| Toll free number charge (if applicable) |
| Unused/unassigned DID (reserve) charge |
| Other Service Description Charge (if applicable) - Option 1 (please describe) |
| Other Service Description Charge (if applicable) - Option 2 (please describe) |
| Hardware (if applicable) |
| FAX solution(s) (ATA options) |
| Optional SIP service(s) (if applicable) |
| Call recording / WFO (include descriptions and limitations of storage) |
| Analytics & dashboards (include description of customer access and most commonly used reports) |
| CRM integration/API (include description if available) |
| SMS/MMS per DID |
| Support & SLAs |
| Standard support and account management (8×5) |
| Enhanced support (24×7) |
| Response time tiers |
| Escalation process |
| Uptime SLA guarantees (if available) |
| Uptime service targets (if applicable) |
Emulated PRI
Pricing Component Notes Monthly Recurring Charges Non-recurring Charges
| Equipment, channels, usage, & DIDs |
| PRI charge per month |
| DID charge |
| 911 Address records |
| Directory listing per DID (if applicable either monthly charge or one-time charge) |
| Outbound domestic long distance rate (if applicable) |
| Outbound long distance rates to Alaska and/or Hawaii (if applicable) |
| Outbound long distance rate(s) to Canada and Mexico (if applicable) |
| URL link or appendix to international outbound long distance rates |
| Toll free (inbound) long distance rates |
| Toll free number charge (if applicable) |
| Unused/unassigned DID (reserve) charge |
| Other Service Description Charge (if applicable) - Option 1 (please describe) |
| Other Service Description Charge (if applicable) - Option 2 (please describe) |
| Hardware (if applicable) |
| Customer premise device(s) for PRI emulation |
| FAX solution(s) (ATA options) |
| Services & Setup |
| Number porting fee (if applicable) |
| PRI trunk group provisioning fee (if applicable) |
| On site equipment installation fee(s) (if applicable) |
| Optional Emulated PRI Add-ons (if applicable) |
| Call recording / WFO (include descriptions and limitations of storage) |
| Analytics & dashboards (include description of customer access and most commonly used reports) |
| CRM integration/API (include description if available) |
| Emergency call forwarding/rerouting |
| Support & SLAs |
| Standard support and account management (8×5) |
| Enhanced support (24×7) |
| Response time tiers |
| Escalation process |
| Uptime SLA guarantees (if available) |
| Uptime service targets (if applicable) |
| Visibility to health metrics of premise device (if available) |
| Customer access to change management of premise device (if available) |
eFAX
Pricing Component Notes Monthly Recurring Charges Non-recurring Charges
| Packages or quantities |
| Package 1 (identify quantity of pages included) |
| Package 2 (identify quantity of pages included) |
| Package 3 (identify quantity of pages included) |
| Package 4 (identify quantity of pages included) |
| Cost per DID (if applicable) |
| Cost per email (if applicable) |
| Cost per additional DID (if applicable) |
| Cost per additional email (if applicable) |
| No package cost per page (if applicable) |
| Rate for domestic long distance |
| Rate for Alaska and/or Hawaii (if applicable) |
| Rate for Toll Free number |
| Rate for Toll Free (inbound) long distance |
| Storage rate(s) (if applicable) |
| Other Service Description Charge (if applicable) - Option 1 (please describe) |
| Other Service Description Charge (if applicable) - Option 2 (please describe) |
| Hardware (if applicable) |
| Other Option 1 (please describe) |
| Other Option 2 (please describe) |
| Optional eFAX Add-ons (if applicable) |
| FAX blast or multi-FAX capabilities |
| Portal allowing changes, reporting, transit confirmation, and potential storage |
| Support & SLAs |
| Enhanced support (24×7) |
| Response time tiers |
| Escalation process |
| Uptime SLA guarantees (if available) |
| Uptime service targets (if applicable) |
Cellular dual SIM
Pricing Component Notes Monthly Recurring Charges Non-recurring Charges
| Cellular Servcie Package |
| Monthly charge for dual cellular with customer provided smart phone |
| Package 1 monthly charge for dual cellular with smart phone subsidy (if applicable and with description) |
| Package 2 monthly charge for dual cellular with smart phone subsidy (if applicable and with description) |
| Other Service Description Charge (if applicable) - Option 1 (please describe) |
| Other Service Description Charge (if applicable) - Option 2 (please describe) |
| Hardware (if applicable) |
| Include attachment or link for current device charges (Apple and Android) |
| Optional Cell Service (dual SIM) Add-ons (if applicable) |
| Analytics & dashboards (include description of customer access and most commonly used reports) |
| Loss or theft: customer access to lockdown cellular device or device data |
| Support & SLAs |
| Standard support and account management (8×5) |
| Enhanced support (24×7) |
| Response time tiers |
| Escalation process |
| Uptime SLA guarantees (if available) |
| Uptime service targets (if applicable) |
| Visibility to mobile device management (if available) |
| Customer access to lock down lost or stolen cellular device or device data (if available) |
POTS Replacement
Pricing Component Notes Monthly Recurring Charges Non-recurring Charges
| Equipment, lines, usage, & DIDs |
| Pricing per voice line for up to 2 lines per site |
| Pricing per voice line for up to 4 lines per site |
| Pricing per voice line for up to 6 lines per site |
| Pricing per alarm line for up to 2 lines per site (if applicable) |
| Pricing per alarm line for up to 4 lines per site (if applicable) |
| Pricing per FAX line for up to 2 lines per site (if applicable) |
| Pricing per FAX line for up to 4 lines per site (if applicable) |
| Pricing per FAX line for up to 6 lines per site (if applicable) |
| 911 Address records |
| Directory listing per number (if applicable either monthly charge or one-time charge) |
| Outbound domestic long distance rate (if applicable) |
| Outbound long distance rates to Alaska and/or Hawaii (if applicable) |
| Outbound long distance rate(s) to Canada and Mexico (if applicable) |
| URL link or appendix to international outbound long distance rates |
| Toll free (inbound) long distance rates |
| Toll free number charge (if applicable) |
| Other Service Description Charge (if applicable) - Option 1 (please describe) |
| Other Service Description Charge (if applicable) - Option 2 (please describe) |
| Hardware (if applicable) |
| Up to 2 line premise device (if applicable) |
| Up to 4 line premise device (if applicable) |
| Up to 6 line premise device (if applicable) |
| External or extended antenna (if applicable) |
| Optional POTs Lines Replacement Solutions Add-ons (if applicable) |
| Call recording / WFO (include descriptions and limitations of storage) |
| Analytics & dashboards (include description of customer access and most commonly used reports) |
| Emergency call forwarding/rerouting |
| Voice mail for voice lines |
| Voice line simple calling tree or IVR |
| Support & SLAs |
| Standard support and account management (8×5) |
| Enhanced support (24×7) |
| Response time tiers |
| Escalation process |
| Uptime SLA guarantees (if available) |
| Uptime service targets (if applicable) |
| Visibility to health metrics of premise device (if available) |
| Verify the premise device is powered by batteries in the event of commercial power failure |
| Verify the premise device is connected to multiple diverse networks |
| Customer access to change management of premise device (if available) |
| Automated alerting (if available) |
| Certification and compliance for fire alarm (if available) |
| Certification and compliance for elevator code (if available) |
| Certification and compatibility for alarm system(s) (if available) |
narrative statements
| Please complete the following questions with detailed responses. Responses may include pictures and diagrams, and those may be embedded into this worksheet. Answers may not be in the form of a URL. |
| Is there any merger or acquisition activity related to your organization that has impacted (in the prior 24 months or will impact in the next 24 months) the following systems: billing platform, CRM system(s), trouble or repair ticketing systems, network backbone, or soft-switches? If yes, please list details regarding proposed or potential changes (including integrations) for any of the prior impacted systems. |
Please provide a network diagram that identifies the locations of your domestic soft-switches.
Please describe or provide a diagram that identifies the geodiversity of edge network routers that connect with your soft-switches.
Please describe how your network and soft-switches are interconnected with one another.
Has your company ever experienced an event that caused multiple soft-switches or the network connecting them to go offline? If yes, describe the process and timing for full restoration.
Please describe tools and methods your company employs to proactively identify any network disruptions and/or outages.
Please describe tools and methods your company employs to proactively notify customers of any network disruptions and/or outages
| What is your operations protocol for software updates on major network elements (ie- softswitches, core routers, SBCs, etc...)? Specifically describe: When do you adopt the most recent software revision? When and how are revisions implemented into production? When and how do you notify customers when there is a chance for a service disruption? |
| Please describe your software update method for customer facing edge device(s)? This should include softclient for hostedPBX, ATAs, emulated PRI premise devices, or POTS replacement premise devices. |
| Does your network have a method to test the 911 address record setup for a DID (such as dialing 933 and hearing a recording)? |
For your POTS replacement product, does your network monitor and measure the health of the backup battery on customer premise? If yes, describe how the battery health is diagnosed as deficient, and describe the process and protocol for replacing a deficient battery.
In the event of service trouble outside of business hours, verify customer can reach a direct employee repair technician (not an answering service).
Please describe the escalation process with technical support for repair issues (please include trigger events and timing).
Is your escalation process automated based upon the length of time a ticket has been open?