Whole Office Management Addendum

This Whole Office Management Addendum to the Agreement between Customer and Verizon Wireless (“Verizon”) sets forth the terms and conditions specific to Whole Office Management (“Services”) to be provided by Verizon to Customer hereunder. If there are any inconsistencies between this Whole Office Management Addendum and the Agreement, Whole Office Management Addendum shall control with respect to the Services. Any capitalized but undefined terms used in the Whole Office Management Addendum shall have the meanings given such terms in the Agreement.

1.     Scope of Services Verizon will provide on demand support or scheduled remote sessions for troubleshooting and updates to the following configurations:

1.1 OneTalk Support/OneTalk Portal

• Engineering assistance with call structure design
• Adding additional lines to the OneTalk account
• Creating and/or updating holiday schedules
• Updating names and/or extension assignments
• Configuring, updating, or removing hunt groups (in collaboration with Customer)
• Configuring, updating, or removing automated receptionist settings (in collaboration with Customer)
• Performing basic call flow reconfigurations, including user adds/removals and call forwarding setup
• Creating and updating after-hours call schedules
• Performing full reconfigurations of the OneTalk portal
• Support for the OneTalk mobile application

1.2 Mobile Device Management Portal (MDM) Support Scope

1.3 IT Services Support

Verizon will provide remote IT support to designated Customer points of contact (POC) for general endpoint and network-related issues as outlined below. If, after all reasonable remote troubleshooting efforts have been exhausted, the issue remains unresolved and other devices are functioning correctly on the network, Verizon may open support tickets with original equipment manufacturer (“OEM”) when investigating cellular connectivity or may advise the Customer to contact the or approved reseller for further assistance if the issue is beyond Verizon’s capability.

Remote IT Support Includes:

• Endpoint setup for desktops, laptops, and mobile devices:
  • Windows
  • macOS
  • Android
  • iOS
• Printer set up, driver configurations and basic print queue troubleshooting
• Peripheral device (webcams, headsets, mice, and keyboards) troubleshooting
• Network infrastructure support and configuration for the following with the intent of verifying if the network is functioning or down:
  • Wireless access points
  • Network switches
  • Modems
• Provide recommendations for firewall rule adjustments, which must be reviewed, approved, and implemented by Customer. Verizon will not be responsible for making any actual configuration changes
  • DNS and DHCP setup
  • Wi-Fi security configurations
  • Dual sim configurations
• Basic software support for:
  • Microsoft Office
  • Google Workspace
  • Video conferencing

1.4 Fixed Wireless Access (FWA) Support

Verizon will provide on-demand or scheduled technical assistance to designated Customer points of contact strictly on a reactive basis, in response to Customer-initiated requests. All support will be provided remotely under this scope. For the sake of clarity, Verizon will not provide proactive monitoring, alerting, or unsolicited support services. Verizon support includes:

Remote FWA Support Includes:

• Signal testing and remediation recommendations
• Firmware updates for supported devices
• Router configuration assistance, including:
  • Device antenna setup is limited to native device accessories
  • SIM Activation confirmation or eSIM refresh utilizing resources within Verizon’s BGCO team
  • Access Point Name (APN) configuration
  • Password reset and access recovery
  • Portal overview and navigation training
• Advanced configurations such as:
  • IP passthrough (IPPT)
  • Wi-Fi SSID/password setup
  • Port forwarding
  • VPN configuration
  • Static IP setup
• Make recommendations for Firewall and NAT rule adjustments which must be reviewed, approved, and implemented by Customer. For clarity Verizon will not make actual changes.
• Services only applicable to Guest Wifi (Adentro & Purple)
• Verizon may open support tickets with an OEM when investigating cellular connectivity or may advise Customer to contact the OEM or approved Reseller for further assistance if issue is beyond Verizon’s capability:
  • For non-remotely managed router models, Customer must provide an Ethernet-capable device to support configuration efforts
  • Support will be provided via remote screen sharing on a virtual meeting platform to allow for a simplified customer experience
  • For non-Verizon activated devices, confirmation of APN will be obtained, however the customer will need to work back with the device’s carrier for any additional troubleshooting relating to connectivity. 

1.5 On-Site Deployment Services

On-site support services will be made available only when remote troubleshooting has been exhausted.  Customer must first engage with Verizon remotely to validate that all remote support options have been attempted prior to scheduling onsite services

1.6 On-Site Scheduling Protocols

• On-site visits will be scheduled only upon Verizon's receipt of Customer’s order for the applicable On-Site Deployment service
• A proposed appointment date will be provided to Customer within two (2) business days of Customer’s order confirmation, or sooner if possible.  Commercially reasonable efforts will be made to expedite scheduling whenever possible, with priority given to critical, hard-down support needs
• Standard service level agreements (SLAs) apply to locations within a 50-mile radius of the designated metropolitan areas identified further down below. Any locations outside these areas will be handled on a reasonable-effort basis
• Customer is responsible for providing accurate availability and site access information
• Cancellations made within 24 hours of the scheduled visit will be billed in full, and a new Customer order will be required for rescheduling

1.7 Technician Dispatch Procedures

• A two (2) hour arrival window will be provided for the technician.
• Upon arrival, the technician will introduce themselves and gain access to the impacted equipment.
• The technician will receive a summary of all prior remote troubleshooting efforts in advance.
• If applicable, the technician will:
  • Replace the SIM card
  • Reboot the device
  • Verify all physical connections
• Troubleshooting is estimated to take two (2) onsite hours
• If resolved, the technician will verify functionality through testing
• If unresolved, the technician will:
  • Document all troubleshooting steps
  • Provide recommendations for the next steps
• If the issue is determined to be hardware-related, Verizon will assist in coordinating with the OEM
• Technician time on site will be tracked and reported weekly, per event
• Verizon will be reimbursed for time spent on site over the standard two (2) hours

1.8 Marketplace Applications Support

Verizon will provide remote, on-demand, or schedule support to designated Customer points of contact for Verizon Marketplace applications.

• Marketplace Support includes a combination of guided support and managed support dependent upon the application. 
• Guided support is defined as basic troubleshooting
• Managed Support is defined as set up, original configuration, education and troubleshooting
  • Familiarization and guidance on the top 10 Verizon-approved Marketplace applications
  • Scheduled remote sessions to support usage and navigation

Verizon shall not be responsible for application set-up or configuration. However, Verizon will provide basic support as needed.

1.9 Out-of-Scope Services

The following services are explicitly excluded:

• Setup, configuration, or troubleshooting of Single Sign-On (SSO) services
• Warranty claims or handling of defective or physically damaged devices
• Issues arising from OEM or device-specific limitations that fall outside the scope of remote support
• Support or management of devices or services not connected to Verizon services may be subject to limited support options. In such cases, support will be limited to basic troubleshooting and guidance.
• OneTalk Integration to Public Address System

On-site services related to network configuration, wiring, fiber, or similar infrastructure work are not included in this support offering. Additionally, while Verizon may provide support for the initial setup and implementation of OneTalk and MDM, these services are not part of the standard support scope.

2.     Customer is responsible for

• Providing a Customer POC contact information
• Provide remote access and necessary permissions
• Notify Verizon of planned infrastructure or service changes
• Coordinate and provide complete onsite deployment address and access information (if applicable)

3.      Service Level Objective  (SLO) Response Times 

4. Assumptions and Dependencies

The following assumptions and dependencies are acknowledged and required for successful service delivery under this Whole Office Management Addendum:

• Customer must maintain functional and stable internet connections to facilitate remote support services.
• Customer must designate a primary Point of Contact (POC) with administrative access for all applicable platforms and or services.
• Access to third-party systems or portals (e.g., Apple Business Manager, Jamf, Knox, etc.) must be provided to Verizon prior to configuration or troubleshooting activities.

Verizon is not responsible for resolving issues related to unsupported hardware, expired licenses, or environmental constraints beyond its control.

5. Terms and Termination

Either party may terminate Services under this Whole Office Management Addendum with thirty (30) days’ written notice. Termination of Services does not relieve either party of obligations incurred prior to the termination date.

6. Acceptance Criteria

Remote and on-site services will be deemed accepted upon successful completion and delivery of any applicable service summary or ticket resolution documentation, unless Customer provides written notice of non-acceptance within three (3) business days.

7. Service Locations

Verizon will make commercially reasonable efforts to provide onsite services across all regions within the United States. However, service levels as outlined in the Service Level Objectives apply specifically to service requests within a 50-mile radius of the following designated metropolitan areas ("Covered Metro Areas"):

Note: Service requests outside of the Covered Metro Areas will be fulfilled on a reasonable-effort basis and may be subject to different response times or additional charges.