MSA0573_AttB_Service_Pricing_EXECUTED.pdf

STATE OF OREGON

MASTER SERVICES AGREEMENT #0573

EXHIBIT B

DESCRIPTION OF SERVICES AND PRICING

I. SERVICES

Contractor will maintain wireless carrier account/s, optimize rate plans, and provide monthly management and billing reconciliation reports for Authorized Purchasers. The Services provided will consist of the following, including but not limited to:

Core Features of Mobile Lifecycle and Expense Management:

1. Web Portal

A web-portal is an access point between Authorized Purchaser and Contractor that allows for management functionality and inventory maintenance. The web-portal must be defined and secured, and be capable of accessing connectivity with carriers.

2. User Training Contractor will provide all users, which includes end users, administrators, and coordinators, be trained to correctly utilize the solution.

3. Implementation Services for installing, configuring, and certifying the initial deployment of the Service as well as the ability to support specific Authorized Purchaser related integrations or customizations. Contractor will provide a migration plan that details how devices previously supported by the Authorized Purchaser will migrate from the existing service in a quick, reliable, and accurate manner to the offered solution.

4. Expenses Management Contractor will provide a reduction of telecommunication costs through dispute recovery, rate plan optimization, Contract optimization and elimination or reduction of zero use devices.

Features of Mobile Lifecycle and Expense Management:

1. Optimization/Right Sizing Plans (Accounts)

Contractor will enable the Authorized Purchaser to have control and understanding of its mobile device plans and eliminate waste. This will be done through the utilization of technology to help manage mobile device plans and usage. Contractor shall perform the following tasks:

a) Rate Plan Analysis - Contractor will complete an initial rate plan analysis of existing wireless service agreements to identify immediate savings. Subsequently, Contractor will conduct follow-up reviews to ensure cost savings and price reductions for Services pursuant to the wireless Services Contract.

b) Reduce the number of unused lines - Contractor will provide proactive alerts informing Authorized Purchaser of any unused lines.

c) Prevent Overages - Contractor will ensure the prevention of overages by monitoring the usage and ensure Authorized Purchaser is alerted to potential overages and made aware of where the account stands during billing cycles.

d) Cost Calculations - Contractor will calculate costs to the Authorized Purchaser based on actual monthly usage patterns of users and determine where individual account and rate plan changes may be made to lower future costs.

e) Optimization Recommendations - Contractor will provide optimization recommendations to the Authorized Purchaser and upon approval implement the optimization recommendations and changes as specified.

f) Mobility Device Management (“MDM”) Optimization – Contractor will provide Services related to the optimization of a separately procured MDM tool to the fullest affect. This could include assessment, training, configuration and other activities

g) Internet of things (“IoT”) Services - Contractor will provide Services related to management of separately procured IoT devices, including device enrollment, deployment, support, maintenance, billing, and reporting.

2. Inventory Management and Auditing Following the establishment of an initial inventory database during Implementation, Contractor will provide ongoing inventory management, which includes maintenance, continual auditing and updating of databases.

3. Invoice Consolidation and Processing Contractor will provide invoice consolidation and processing which includes:

a) Collect and validate invoices received from multiple carriers in multiple billing formats against Authorized Purchaser information, ordering records, and telecom Contract and service agreement terms.

b) Allocate cost information from carrier invoices across Authorized Purchaser’s organizational units and financial accounts to provide increased visibility and accuracy for Authorized Purchaser’s cost and spend management functions.

c) Integrate invoice data with Procurement and inventory management data records to enable and support spend, inventory and usage analysis.

4. Dispute Resolution

Contractor will collect and prepare information necessary to resolve billing and accounting errors with the wireless service providers and maintain this information in the portal. This includes:

a) Collect and prepare support material necessary to file and defend claims submitted to the carriers for billing and account corrections.

b) Research, review, dispute, and track all potential billing errors and represent the Authorized Purchaser with all wireless carriers.

c) Submit Written claims to wireless carriers, including reasonable and necessary support documentation, to identify and recover any audit savings for the Authorized Purchaser.

d) When errors are found and credits are due to the Authorized Purchaser, apply those credits to the service line level to ensure they are correctly applied to the component, individual, and/or project chargeback codes.

e) Collect, prepare, and submit any information necessary to identify and recover any audit savings from the wireless service providers.

f) Manage and track all disputes through final resolution.

g) Prepare and provide the Authorized Purchaser with monthly reports detailing the status of the claims filed with carriers, billing accuracy rates for individual carriers, and the amount of any savings (or additional cost) recovered as a result of the audit and dispute recovery efforts.

5. Reporting Contractor will provide a menu of standard, preconfigured reports facilitated by a web-based “download and save” capability through a portal. Contractor will also provide graphical representation of the report data.

All reporting will provide the capability for Authorized Purchasers to generate new reports and ad hoc reports at both a summary level as well as down to organizational and financial account levels.

6. Customer Support Services Contractor will have customer support Services that include, at the minimum:

a) Help Desk support that is 24/7 including holidays,

b) Telephone Administrative/Coordinator Help Desk must be available but can be limited to 8:00 a.m. – 5:00 p.m. (PT),

c) Customer Support will utilize a trouble-ticketing system where each request has a unique identifier for tracking purposes, and

d) Customer Support interaction will support online requests/resolution, support with email or phone calls.

7. Statewide Management Services

Contractor will provide the following Services:

a) Statewide Wireless Reconciliation

Contractor will work with existing sales data sets, collected by the DASPS, on wireless devices purchases, devices to audit, reconcile and then provide recommendations to DASPS and when applicable, Authorized Purchasers, on reconciliations.

b) Enterprise Mobility Management (“EMM”) Optimization Contractor will provide Services related to the optimization of a separately procured EMM tool to the fullest affect. This could include assessment, training, configuration and other activities.

8. Security Services Contractor will provide Services related to securing a mobile device, including but not limited to:

a) Tracking, locking and wiping

b) Blacklisted operating system or version (policy)

c) Exceeding a set number of failed access attempts to the device or MDM application (policy)

d) Exceeding defined interval for MDM synchronization/policy updates

(policy)

e) Detection of OS jailbreaking or application tampering (policy)

f) Any other stipulated policy violation requiring stated outcome

g) Remote instruction from MDM (manual)

9. Device Cradle-to-Grave Contractor will provide Services that allow the full range of service from creation to destruction of wireless mobile devices and services including COD (certificate of Destruction) and adherence to ISO 9001, ISO 14001 and OHSAS 18001 standards.

II. PRICING

$3.18/ Per Device/ Per Month

Authorized Purchaser agrees to pay Contractor per active mobile number on the account per month for account maintenance and management reports. Following an initial period, account maintenance and management reports will continue to be provided on a month-to-month basis for the fee above per active mobile number on the account per month.