19-0401_JIVE COMMUNICATIONS, INC._Professional Services AgreementDocuSign Envetope tD: 07F02C93-3784-4883-8E61 42F7F D 16F,Ë,20
CITY OF SAN JUAN CAPISTRANO
PROFESSIONAL SERVICES AGREEMENT
This Agreement is made and entered into as of April 1, 2019, by and between the City of
San Juan Capistrano, a municipal corporation organized and operating under the laws of the
State of California with its principal place of business at 32400 Paseo Adelanto, San Juan
Capistrano, CA 92675 ('City'), and JIVE Communications, lnc., a cloud based business phone
system and VolP service provider with its principal place of business at2570 W. 600 N., Lindon
lJT,84042 (hereinafter referred to as "Consultant"). City and Consultant are sometimes
individually referred to as "Party" and collectively as "Parties" in this Agreement.
RECITALS
A. City is a public agency of the State of California and is in need of professional
services for the following project:
A cloud based business phone system and VolP services and lease of all headsets and
conference phones (hereinafter referred to as "the Project").
B. Consultant is duly licensed and has the necessary qualifications to provide such
services.
C. The Parties desire by this Agreement to establish the terms for City to retain
Consultant to provide the services described herein.
AGREEMENT
NOW, THEREFORE,IT IS AGREED AS FOLLOWS:
1. S-_ervices and Term.
Consultant shall provide the City with the services described in the Scope of Services
attached hereto as Exhibit "A."
The term of the agreement shall be from April 1 , 2019, through March 31,2024.
2. Compensalip¡,.
a. Subject to paragraph 2(b) below, the Cíty shall pay for such services in
accordance with the Schedule of Charges set forth in Exhibit "8."
b. ln no event shall the total amount paid for services rendered by Consultant
under this Agreement exceed the sum of $2,070.00 per month. The Consultant has applied the
first two months at no cost. The first billing cycle will begin June 1 , 2A19. A one-time cost of
$2,896.50 will be charged to the City for 3-days of on-site engineering support, training, and
porting of all lines. This amount is to cover all printing and related costs, and the City wíll not pay
any additional fees for printing expenses, Periodic payments shall be made within 30 days of
receipt of an invoice which includes a detailed description of the work performed. Payments to
Consultant for work performed will be made on a monthly billing basis.
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3. AdditionalWork.
lf changes in the work seem merited by Consultant or the City, and informal consultations
with the other party indicate that a change is warranted, it shall be processed in the following
manner: a leüer outlining the changes shall be forwarded to the City by Consultant with a
statement of estimated changes in fee or time schedule. An amendment to this Agreement shall
be prepared by the City and executed by both Parties before performance of such services, or
the City will not be required to pay for the changes in the scope of work. Such amendment shall
not render ineffective or invalidate unaffected portions of this Agreement.
4, Maintenance of Records
Books, documents, papers, accounting records, and other evidence pertaining to costs
incurred shall be maintained by Consultant and made available at all reasonable times during the
contract period and for four (4) years from the date of final payment under the contract for
inspection by City.
5. Time of Performance.
Consultant shall perform its services in a prompt and timely manner and shall commence
performance upon receipt of written notice from the Ci$ to proceed ("Notice to Proceed").
bonsultant shall complete the services required hereunder on March 31,2024, unless extended
by mutual agreement of the Parties. The Notice to Proceed shall set forth the date of
commencement of work.
6. Delavs in Performance.
a. Neither City nor Consultant shall be considered in default of this Agreement for
delays in performance caused by circumstances beyond the reasonable control of the non-
perfórming party. For purposes of this Agreement, such circumstances include but are not limited
io, abnormal weather conditions; floods; earthquakes; fire; epidemics; war; riots and other civil
disturbances; strikes, lockouts, work slowdowns, and other labor disturbances; sabotage or
judicial restraint.
b. Should such circumstances occur, the non-performing party shall, within a
reasonable time of being prevented from performing, give written notice to the other party
describing the circumstances preventing continued performance and the efforts being made to
resume performance of this Agreement.
7. Comoliance with Law.
a. Consultant shall comply with all applicable laws, ordinances, codes and
regulations of the federal, state and local government, including CaIIOSHA requirements.
b. lf required, Consultant shall assist the City, as requested, in obtaining and
maintaining all permits required of Consultant by federal, state and local regulatory agencies.
c. lf applicable, Consultant is responsible for all costs of clean up and/ or removal of
hazardous and toxic substances spilled as a result of his or her services or operations performed
under this Agreement.
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8. Standard of Care
Consultant's services will be performed in accordance with generally accepted
professional practices and principles and in a manner consistent with the level of care and skill
ordinarily exercised by members of the profession currently practicing under similar conditions,
L Assignment and Subconsultant
Consultant shall not assign, sublet, or transfer this Agreement or any rights under or
ínterest in this Agreement without the written consent of the City, which may be withheld for any
reason. Any attempt to so assign or so transfer without such consent shall be void and without
legal effect and shall constitute grounds for termination. Subcontracts, if any, shall contain a
provision makíng them subject to all provisions stipulated in this Agreement. Nothing contained
herein shall prevent Consultant from employing independent associates, and subconsultants as
Consultant may deem appropriate to assist in the performance of services hereunder.
10. lndeoendentConsultant
Consultant is retained as an independent contractor and is not an employee of City. No
employee or agent of Consultant shall become an employee of City. The work to be performed
shall be in accordance with the work described in this Agreement, subject to such directions and
amendments from City as herein provided,
11. lnsurance. Consultant shall not commence work for the City until it has provided
evidence satisfactory to the City ¡t has secured all insurance required under this section. ln
addition, Consultant shall not allow any subcontractor to commence work on any subcontract until
it has secured all insurance requfred under this section.
a. CommercialGeneral Liability
,D t"
"",t*tant
shalltake out and maintain, during the performance
of all work under this Agreement, in amounts not less than specified herein, Commercial General
Liability lnsurance, in a form and with insurance companies acceptable to the City.
(ii) Coverage for Commercial General Liability insurance shall be at
least as broad as the following:
(1) lnsurance Services Office Commercial General Liability
coverage (Occurrence Form CG 00 01) or exact equivalent.
(iii) Commercial General Liability lnsurance must include coverage
for the following:
(1) Bodiry rnjury and property Damage(2) Personal lnjury/Advertising lnjury(3) Premises/OperationsLiability(4) Products/CompletedOperationsLiability(5) Aggregate Limits that Apply per Project(6) Contractual Liability with respect to this Contract
{7) Broad Form ProPertY Damage(B) lndependentConsultantsCoverage
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(iv) The policy shall contain no endorsements or provisions limiting
coverage for (1) contractual liability; (2) cross liability exclusion for claims or suits by one insured
against another; (3) products/completed operations liability; or (4) contain any other exclusion
contrary to the Agreement.
(v) The policy shallgive City, its officials, officers, employees, agents
and City designated volunteers additional insured status using ISO endorsement forms CG 20 10
10 01 and 20 37 10 01, or endorsements providing the exact same coverage.
(vi) The general liability program may utilize either deductibles or
provide coverage excess of a self-insured retention, subject to written approval by the City, and
provided that such deductibles shall not apply to the City as an additional insured.
b. Automobile Liabilitv
(i) At all times during the performance of the work under this
Agreement, the Consultant shall maintain Automobile Liability lnsurance for bodily injury and
property damage including coverage for owned, non-owned and hired vehícles, in a form and with
insurance companies acceptable to the City.
(ii) Coverage for automobile liability insurance shall be at least as
broad as lnsurance Services Office Form Number CA 00 01 covering automobile liability
(Coverage Symbol 1, any auto).
(¡ii) The policy shall give City, its officials, officers, employees, agents
and City designated volunteers additional insured status.
(iv) Subject to written approval by the City, the automobile liability
program may utilize deductibles, provided that such deductibles shall not apply to the City as an
additional insured, but not a self-insured retention.
c. Workers'Compensation/Emplover's Liabilitv
(i) Consultant certifies that he/she is aware of the provisions of Section
3700 of the California Labor Code which requires every employer to be insr,¡red against liability
for workers' compensation or to undertake self-insurance in accordance with the provisions of
that code, and he/she will comply with such provisions before commencing work under this
Agreement.
(i¡) To the extent Consultant has employees at any time during the term
of this Agreement, at all times during the performance of the work under this Agreement, the
Consultant shall maintain full compensation insurance for all persons employed directly by
him/her to carry out the work contemplated under this Agreement, all in accordance with the
"Workers' Compensation and lnsurance Act," Division lV of the Labor Code of the State of
California and any acts amendatory thereof, and Employer's Liability Coverage in amounts
indicated herein. Consultant shall require all subconsultants to obtain and maintain, for the period
required by this Agreement, workers' compensation coverage of the same type and limits as
specified in this section.
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d. Professional Liabilitv (Errors and Omissions)
At all times during the performance of the work under this Agreement the Consultant shall
maintain professional liability or Errors and Omissions insurance appropriate to its profession, in
a form and with insurance companies acceptable to the City and in an amount indicated herein.
This insurance shall be endorsed to include contractual liability applicable to this Agreement and
shall be written on a policy form coverage specifically designed to protect against acts, errors or
omissions of the Consultant. "Covered Professional Services" as designated in the policy must
specifically include work performed under this Agreement. The policy must "pay on behalf of' the
insured and must include a provision establishing the insurer's duty to defend.
e. Minimum Pollcv Limits Required
(i) The following insurance limits are required for the Agreement:
Combined Sinqle Limit
Commercial General Liability $1,000,000 per occurrence/ $2,000,000 aggregate
for bodily injury, personal injury, and property
damage
Automobile Liability $1,000,000 per occurrence for bodily injury and
property damage
$1,000,000 per occurrenceEmployer's Liability
Professional Liability $1,000,000 per claim and aggregate (errors and
omissions)
(ii) Defense costs shall be payable in addition to the limits
(i¡i) Except in the event of Consultant's gross negligence or willful
misconduct, or if otherwise limited by applicable law, Consultant will not be
liable to City for any indirect, special, consequential or incidental damages.
Consultant's total liability under this Agreement is limited to the amounts
set forth in Section 11 of the Agreement (lnsurance).
(iv) Requirements of specific coverage or limits contained in this
section are not intended as a limitation on coverage, limits, or other requirement, or a waiver of
any coverage normally provided by any insurance. Any available coverage shall be provided to
the parties required to be named as Additional lnsured pursuant to this Agreement,
f. Evidence Required
Prior to execution of the Agreement, the Consultant shall file with the City evidence
of insurance from an insurer or insurers certifying to the coverage of all insurance required
herein. Such evidence shall include original copies of the ISO CG 00 01 (or insurer's equivalent)
signed by the insurer's representative and Certificate of lnsurance (Acord Form 25-S or
equivalent), together with required endorsements. All evidence of insurance shall be signed by
a properly authorized officer, agent, or qualified representative of the insurer and shall certify the
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names of the insured, any additional insureds, where appropriate, the type and amount of the
insurance, the location and operations to which the insurance applies, and the expiration date of
such insurance.
g. Policv Provisions Required
(i) Consultant shall provide the City at least thirty (30) days prior
written notice of cancellation of any policy required by this Agreement, except that the Consultant
shall provide at least ten (10) days prior written notice of cancellation of any such policy due to
non-payment of premium. lf any of the required coverage is cancelled or expires during the term
of this Agreement, the Consultant shall deliver renewal certificate(s) including the General
Liabil¡y Additional lnsured Endorsement to the City at least ten (10) days prior to the effective
date of cancellation or expiration.
(¡i) The Commercial General Liability Policy and Automobile Policy
shall each contain a provision stating that Consultant's policy ís primary insurance and that any
insurance, self-insurance or other coverage maintained by the City or any named insureds shall
not be called upon to contribute to any loss.
(iii¡ The retroactive date (if any) of each policy is to be no later than the
effective date of this Agreement. Consultant shall maintain such coverage continuously for a
period of at least three years after the completion of the work under this Agreement. Consultant
shall purchase a one (1) year extended reporting period A) if the retroactive date is advanced
past t'he effective date of this Agreement; B) if the policy is cancelled or not renewed; or C) if the
þolicy is replaced by another claims-made policy with a retroactive date subsequent to the
effective date of this Agreement.
(iv) All required insurance coverages, except for the professional
liability coverage, shall contain or be endorsed to waiver of subrogation in favor of the City, its
officiás, officeis, employees, agents, and volunteers or shall specifically allow Consultant or
others providing insurance evidence in compliance with these specifieations to waive their right
of recovery prior to a loss. Consultant hereby waives its own right of recovery against City, and
shall reqúire similar written express waivers and insurance clauses from each of its
subconsultants.
(v) The limits set forth herein shall apply separately to each ínsured
against whom claims are made or suits are brought, except with respect to the limits of liabili$.
furtner the limits set forth herein shall not be construed to relíeve the Consuftant from liability in
excess of such coverage, nor shall it limit the Consultant's indemnification obligations to the City
and shall not preclude the City from taking such other actions available to the Cl$ under other
provisions of the Agreement or law.
h. Qualifuing lnsurers
(i) All policies required shall be issued by acceptable insurance
companies, as determined by the City, which satisfy the following minimum requirements:
(1) Each such policy shall be from a company or companies
with a current A.M. Best's rating of no less than A:Vll and admitted to transact in the
business of insurance in the State of California, or otherwise allowed to place insurance
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through surplus line brokers under appl¡cable provisions of the California lnsurance Code
or any federal law.
i. Additional lnsurance Provisions
(i) The foregoing requirements as to the types and limits of insurance
coverage to be maintained by Consultant, and any approval of said insurance by the City, is not
intended to and shall not in any manner limit or qualify the liabilities and obligations otherwise
assumed by the Consultant pursuant to this Agreement, including but not limited to, the
provisions concerning indemnification.
(ii) lf at any time during the life of the Agreement, any policy of
insurance required under this Agreement does not comply with these specifÌcations or is
canceled and not replaced, City has the right but not the duty to obtain the insurance it deems
necessary and any premium paid by City will be promptly reimbursed by Consultant or City will
withhold ämounts sufficient to pay premium from Consultant payments. ln the alternative, City
may cancel this Agreement.
(iii) The City may require the Consultant to provide complete copies of
all insurance policies in effect for the duration of the Project'
(iv) Neither the City nor any of its officials, offìcers, employees, agents
or volunteers shall be personally responsible for any liability arising under or by virtue of this
Agreement.
j. Subconsultant lnsqrance Requirements. Consultant shall not allow any
subcontractori or subconsultants io commence work on any subcontract untilthey have provided
evidence satisfactory to the City that they have secured all insurance required under this section.
policies of commercial general liability insurance provided by such subcontractors or
subconsultants shall be endorsed to name the City as an additional insured using ISO form CG
20 38 04 13 or an endorsement providing the exact same coverage. lf requested by Consultant,
City may approve different scopes or minimum limits of insurance for particular subcontractors
or subconsultants.
12. lndemnificatiot!.
a. To the fullest extent permitted by law, Consultant shall defend (with counsel
of City's choosing), indemnify and hold the City, its officials, officers, employees, volunteers, and
agents free and harmless from any and all claims, demands, causes of action, costs, expenses,
liãbil¡ty, loss, damage or injury of any kind, in law or equity, to property or persons, including
wrongful death, in any manner arising out of, pertaining to, or incident to any acts, errors or
omisðions, or willful misconduct of Consultant, its officials, officers, employees, subcontractors,
consultants or agents in connection with the performance of the Consultant's services, the Project
or this AgreemJnt, including without limitation the payment of all damages, expert witness fees
and attoñrey's fees and other related costs and expenses. Consultant's obligation to indemnify
shall not be restricted to insurance proceeds, if any, received by Consultant, the City, its offìcials,
officers, employees, agents, or volunteers.
b. lf Consultant's obligation to defend, indemnify, and/or hold harmless arises
out of Consultant's performance of "design professional" services (as that term is defined under
Civil Code section 2782.8), then, and only to the extent required by Civil Code section 2782.8,
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which is fully incorporated herein, Consultant's indemnification obligation shall be limited to claims
that arise out of, pertain to, or relate to the negligence, recklessness, or willful misconduct of the
Consultant, and, upon Consultant obtaining a final adjudication by a court of competent
jurisdiction, Consultant's liability for such claim, including the cost to defend, shall not exceed the
Consu ltant's proportionate percentage of fault.
13. C..alifornia Labor Code Requirgm,ents.
a. Consultant is aware of the requirements of California Labor Code Sections
1720 et seq. and 1770 et seq., which require the payment of prevailing wage rates and the
performance of other requirements on certain "public works" and "maintenance" projects
i"prevailing Wage Laws"). lf the services are being performed as part of an applicable "public
works" or-"maiñtenance" project, as defined by the Prevailing Wage Laws, and if the total
compensation is $1,000 or more, Consultant agrees to fully comply with such Prevailing Wage
Laws. Consultant shall defend, indemnify and hold the City, its officials, officers, employees and
agents free and harmless from any claims, liabilities, costs, penalties or interest arising out of any
fãlure or alleged failure to comþly with the Prevailing Wage Laws. lt shall be mandatory upon
the Consultant and all subconsultants to comply with all California Labor Code provisions, which
include but are not limited to prevailing wages (Labor Code Sections 1771,1774 and 1775),
employment of apprentices (Labor Code Section 1777.5), certified payroll records (Labor Code
Sectíons 1771 .4 and 1776), hours of labor (Labor Code Sections 1813 and 1815) and debarment
of contractors and subcontractors (Labor Code Section 1777.1'¡. The requirement to submit
certified payroll records directly to the Labor Commissioner under Labor Code section 1771'4
shall not apply to work performed on a public works project that is exempt pursuant to the small
project exemption specified in Labor Code Section 1771'4'
b. lf the services are being performed as part of an applicable "public works"
or "maintenance" project, then pursuant to Labor Code Sections 1725.5 and 177'1.1, the
Consultant and ali subconsultants performing such services must be registered with the
Ðepartment of lndustrial Relatíons. Consultant shall maintain registration fo1 the duration of the
Rroject and require the same of any subconsultants, as applicable. This Project may also be
subject to compliance monitoring and enforcement by the Department of Industrial Relations. lt
snail ne Consultant's sole responsibitity to comply with all applicable registration and labor
compliance requirements. Notwithstanding the foregoing, the contractor registration
requirements mandated by Labor Code Sections 1725.5 and 1771.1 shall not apply to work
performed on a public works project that is exempt pursuant to the small project exemption
specified in Labor Code Sections 1725.5 and 1771.1.
c. This Agreement may also be subject to compliance monitoring and
enforcement by the Department of lndustrial Relations. lt shall be Consultant's sole responsibility
to comply wittr all appÍicable registration and labor compliance requirements. Any stop orders
issued'Oy tfre Department of lndustrial Relations against Consultant or any subcontractor that
affect Cónsultant;s performance of services, including any delay, shall be Consultant's sole
responsibility. Any delay arising out of or resulting from such stop orders shall be considered
Consultant ðauseð delay and sñall not be compensable by the City. Consultant shall defend,
indemnify and hold the City, its offìcials, officers, employees and agents free and harmless from
any claim or liability arising out of stop orders issued by the Department of lndustrial Relations
against Consultant or any subcontractor.
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14. Verification of Emolovment Eligiþilitv.
By executing this Agreement, Consultant verifies that it fully complies with all requirements
and restrlctions of state and federal law respecting the employment of undocumented aliens,
including, but not limited to, the lmmigration Reform and ControlAct of 1986, as may be amended
from timè to time, and shall require all subconsultants and sub-subconsultants to comply with the
same.
15. Laws and Venue.
This Agreement shall be interpreted in accordance with the laws of the State of California.
lf any action is brought to interpret or enforce any term of this Agreement,,the_action shall be
Orougnt in a state or federal court situated in the County of Orange, State of California.
16. Termination,orAbandonment
a. City has the right to terminate or abandon any portion or all of the work
underthis Agreement by giving ten (10) calendar days written notice to Consultant. ln such event,
City shall bé immediately given title and possession to all original field notes, drawings and
spécifications, written reports and other documents produced or developed for that portion of the
work completed and/or being abandoned. City shall pay Consultant the reasonable value of
services rendered for any portion of the work completed prior to termination. lf said termination
occurs prior to completion of any task for the Project for which a payment request has not been
receiveà, the charge for services performed during such task shall be the reasonable value of
such services, basèd on an amount mutually agreed to by City and Consultant of the portion of
such task completed but not paid prior to said termination. City shall not be liable for any costs
other than the charges or portions thereof which are specified herein. Consultant shall not be
enti¡ed to payment for unperformed services, and shall not be entitled to damages or
compensation for termination of work.
b. Consultant may terminate its obligation to provide further services under
this Agreement upon th¡rty (30) calendar days' written noticeto City only in the event of substantial
failure- by City to perform in accordance with the terms of this Agreement through no fault of
Consultant.
17. Documents. Except as otherwise provided in "Termination or Abandonment,"
above, all originalfireid notes, written reports, Drawings and Specifications and other documents,
produced or developed for the Project shall, upon payment in fullfor the services described in this
Agreement, be furnished to and become the property of the City.
18. Orqanization
Consultant shall assign Rob Johnson as Project Manager. The Project Manager shall not
be removed from the Project or reassigned without the prior written consent of the City.
19. Limitation!¡L.Agreement.
This Agreement is limited to and includes only the work included in the Project described
above.
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20. Notice
Any notice or instrument required to be given or delivered by this Agreement may be given
or delivered by depositing the same in any United States Post Office, certified mail, return receipt
requested, postage prepaid, addressed to:
CITY:
City of San Juan Capistrano
32400 Paseo Adelanto
San Juan Capistrano, CA.92675
Attn: Lindsey Stigall, Management Analyst
CONSULTANT:
JIVE Communications, lnc.
2570W.600 N
Lindon, UT 84042
Attn: Legal Department
CONSULTANT:
LogMeln USA, lnc.
320 Summer Street
Boston, MA 02210
Attn: Legal Department
and shall be effective upon receipt thereof.
22. Third Partv Rishts
Nothing in this Agreement shall be construed to give any rights or benefits to anyone other
than the City and the Consultant.
23 Eoual Oooortun Emolovment.
Consultant represents that it is an equal opportunity employer and that it shall not
discriminate against any employee or applicant for employment because of race, religion, color,
national origin, ancestry, sex, age or other interests protected by the State or Federal
Constitutions. Such non-discrimination shall include, but not be limited to, all activities related to
initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or
termination.
24. Entire Agreement
This Agreement, with its exhibits, represents the entire understanding of City and
Consultant as to those matters contained herein, and supersedes and cancels any prior or
contemporaneous oral or written understanding, promises or representations with respect to
those matters covered hereunder. Each party acknowledges that no representations,
inducements, promises or agreements have been made by any person which are not incorporated
herein, and that any other agreements shall be void. This Agreement may not be modified or
altered except in writing signed by both Parties hereto. This is an integrated Agreement.
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25. Severabilitv
The unenforceability, invalidity or illegality of any provision(s) of this Agreement shall not
render the provisions unenforceable, invalid or illegal.
26. S.-ugcessors-qnd âssiqns
This Agreement shall be binding upon and shall inure to the benefit of the successors in
interest, executors, administrators and assigns of each party to this Agreement. However,
Consultant shall not assign or transfer by operation of law or otherwise any or all of its rights,
burdens, duties or obligations without the prior written consent of City. Any attempted assignment
without such consent shall be invalid and void.
27. Non-Waiver
None of the provisions of this Agreement shall be considered waived by either party,
unless such waiver is specifically specified in writing.
28. Time of Essence
Time is of the essence for each and every provision of this Agreement.
29. Citv's Risht to Emplov Other Consultants
City reserves its right to employ other consultants, including engineers, in connection with
this Project or other projects,
30. Prohibited lnterests
Consultant maintains and warrants that it has not employed nor retained any company or
person, other than a bona fide employee working solely for Consultant, to solicit or secure this
.Agreement. Further, Consultant warrants that it has not paid nor has it agreed to pay any
company or person, other than a bona fide employee working sofely for Consultant, any fee,
commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting
from the award or making of this Agreement. For breach or violation of this wan'anty, City shall
have the right to rescind this Agreement without liability. For the term of this Agreement, no
director, official, officer or employee of City, during the term of his or her service with City, shall
have any direct interest in this Agreement, or obtain any present or anticipated material benefit
arising therefrom'
[srcNATUREs oN FoLLowNc pAc=r
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SIGNATURE PAGE FOR PROFESSIONAL SERVICES AGREEMENT
BETWEEN THE CITY OF SAN JUAN CAPISTRANO
AND JrVE COMMUNICATIONS, INC.
lN WITNESS WHEREOF, the Parties have executed this Agreement as of the date first
written above.
CITY OF SAN JUAN CAPISTRANO JIVE COMMUNICATIONS, INC
by:
fr^/By
By:
City Manager
AfiEST:
Clerk
APPROVED AS TO FORM:
Jeffrey Ballinger, City Attorney
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?qBt^
By:
ûfuryb;sl'ry
Its:VP and Deputy General Counse]
nnthony sì shopPrinted Name:
By:
12
PREPARED FOR
City of San Juan Capistrano
Lindsey Stigall
324OO Paseo Adelanto
San Juan Capistrano, CA92675
.. .:. .",, :, :..: r .." '
SUBMITTED BY
Jive Communications, lnc.
c/o Rob Johnson
Senior Account Manager
257A W 60ß N
1..inric¡r;, UI 84042
wvrw.J¡ve.c0m
aa
'l
EXIIIbIT A
ffiffi 3 I Proposal for City of San Juan Cap¡strano
byto*:r!.&
Contents
Chapter 3: Proposed lnnovations
Chnpter 4: Praject Staffing
Chapter 5: Proposal Costs Sheet and Rates
Chapter 6: References .
Applicable Experience
Cover Letter
Çhapter 1: Profile anci Qualific¿rtion* cf th* Pr*pnsinç Ëirm
5
9
13
29
39
43
51
53
Chapter 2: Work Plan.
robjohnson@logmein.corn I 626.513.0105 I jive.com
Cover Letter
7 | Proposal for City of San Juan Capistrano
CITY OF SAN JUAN CAPISTRANO
Lindsey Stigall
324OO Paseo Adelanto
San Juan Capistrano, CA92675
January 23,2019
Dear Lindsey
Jive Communications, lnc. is pleased to presentthe following response to City of San Juan Capistrano's
Request for Proposals (RFP) City-Wide Telecommunications System. Jive's Cloud Voice solution has been
irur¡:r-rse-built to re ¡:lerce existing iegacy svstems with pov;erfr¡i, fc'ature-rich unifiecl conrnrunic¡ttions thi¡l
ar* alsc cost o{'fectivs, eâsy to rÌìi}nôçJe, nnd rcli¿rf-lle. Jive is a national leader in the Cloud communications
marketplace,beinghonoredasFrostandSullivan's2Ol4Entrepreneurial CompanyoftheYear. WithaJive
solution, our customers immediately access:
lncreased Features. When Jive says all inclusive, we mean all inclusive. With Jive, all local and domestic
long distance is unlimited for every business user on the system - and included at no additional cost.
Jive features, from voicemail to conference bridges, are unlimited for all system users and completely
confiç¡urnhle by Ltsers tlremçelverç frcnr our brows¡ll*i;¡¡:çeci uçe¡ ¡:ortai.
Lower Costs. lmplementing a Jive solution immediately lowers your costs, while at the same time
dr;;natically irrr:reasìng ítÇÇess to powerful unified co¡rrnrLrnicalìorrs fe¡:ïureu that einplify the way yr:u d<:
business.
. $irnplif9*d Manag*ment."l-htl Jive sc¡lu{iarr is easíly anrJ çenlrr¡liy r:otrlic;ured anti tirairaged frorr a sirrgle ,
browser-based interface. ffven rrovìce r:serç cfln confiç,¡ure comJ:llex, schecit.¡le-i:esecJ dial ¡:l;rns wilh
multiple auto attendants and voicemail options without any assistance from their lT resources and often
with as little as one hour training with a Jive customer service representative.
. lmproved Resiliency. Every level of the Jive solution-from our service delivery platform, hosting
facilities, call management and routing, and customized network design-is engineered for redundancy,
delivering high availability and achieving industry-leading uptime and reliability.
. Accessible Support. By switching to a Jive solution, you will have immediate access to industry leading,
U.S.-based supportthat our customers consistently rank as #1,24 hours a day,7 days a week. No
matter what your issue, Jive is available to support lT personnel - as well as individual users across the
organizations - to get the most out of their Jive solution.
Jive acknr:wledges receipt of all five sets cf ciuest¡on$ & reporises. ln addition, we acknowledge we have
received yourterms and conditions. Upon award, LogMeln reserves the right to negotiate in good faith the
spl,"cific r:ç:ntr¿lctr¡al tc"rms relating tr: lhe prr:¡rose'cl ençrelsernent. LogMeln proposes to provide the services
described in this proposal under terms materially consistent with its standard Terms of Service (see https://
secure.logmein.con/homelenlpolicies/terms-ancl-conclitions), subje ct to sue h modificatir:ns ns may be
agreed bythe parties to incorporate terms and conditions of the RFP request.
Jive consistently receives the highest ratings for customer experience in our industry. Our customers rate us
#1, are excited to refer us to their friends and colleagues, and better than 94% of them become customers for
life. I ir¡vitr yoLt tÕ review lhe enclascd proposal nlaleriais ancl ex¡:erierrce the Jivc tlifforencei for Vr:urscll.
Sincerely,
ffi*
Rob Johnson
Senior Account Manager
robjohnson@logmein.com I 626.513.0105 | jive.com
Châptêr .l: Profi*e and Qualiftcatlons of
the Proposing Firm
11 I Proposal for City of San Juðn Capistrano
Frcfå ãe & Qux aãíficætåcfts #f Färm
Coræpany P:rofile
CORPORATE
HEADQUARTERS
2570 W 600 N
Lindon, Uf 84042
PHONE / FAX ao1.717.1536
FOUNDED 2006
BUSINESS TYPE Corporation (Delaware)
EMPLOYEES 750
DATACENTERS
Domestic: Atlanta, GA, Chlcago, lL, Dallas, TX, Los Angeles, CA, New York, NY, Salt
Lake City, UT, Seattle, WA
lnternational: Mexico, Brazil, lndia, United Kingdom
SALES / SERV]CE OFFICES
Domestic: Arizona, California, lllinois, Michigan, North Carolina, New Jersey, Nevada,
Oklahoma, Oregon, Texas, Utah
lnternðtional: Canada, Guatemala
ËËÐıRAL TAX IÐ IËIN}02-0783048
Vision and Mission
Jive is committed to bringing enterprise-grade communication tools to mainstream commercial and public
sector customers in a seamless package, tailored to their individual industry and role, and at a long-term,
sustainable price point. We know what this means to Jive, here is what it means for our customers:
. What are enterprise-grade communication tools?
These are the tools, features, and functionalities we expect to see in a big, Fortune 500-class
organization. They make clairrç1 trusinnss rnore eJTícierrt because they dr:n't wfi$1:e t.itne ancl resoLrrce$ en
stufï because they can afforcl ther technoloçy to cla it fot them.
What is a mainstream customer?
The se ðre ll'ìe customors whc went cnterprisc-grnde tor:ls l:r"¡t clan't think lhey h¿ve th¿t l"tuclget to ¿tfforcl
them.
What is a seamless package?
It's a fully integrated solution. All the features are built-in, integrated, unlimited, and included. So are
service, support, engineering, project management, and deployment services. ,4nd i.f yau find er fe¿ltut'c
we dcrr't offßr yet, we work wilh anathelr vendor to intelfrr¿lte i1 itt{o aur s*luTiçn f.,:i"yct.t. The bottom line?
One vendor, one invoice, one solution.
How are services tailored?
f"vuy Jive solution we rleplay is fLrliy custonrizerj to s¡;ecific cu$tornci" rreeds. From extension dialing
plans to music on hold, auto attendants to voicemail. So are the supporting services, including training,
engineering, and dedicated Service Account Management.
What is a sustainable price point?
It's a competitive, all-inclusive price with no hidden fees, no add-ons or up-selling - just a low, predictable
monthly service charge.
robjohnson@logmein.com I 626.513.0105 | jive.com
p¡ 'r'r'¡:¡;-r:'>r I ,t.i t; r,,!!ì j:ji:tl i :¡¡1::;¡ ¡;1,¡ | 1 '
Government Exper¡ence
CITY OF PORT TOWNSEND, WA
Port Townsend, like many cities in Washington, relied
on a phone system procured through an existing state
telecomm un ications contract. H owever, the state provider
didn't deliver on key service areas, becoming more hassle
than help over time. Port Townsend ran into several
challenges, including the system's heavy expense, lack of
features, and the complexity involved in making routine
changes to the system.
Jive offered the best fít for thc; cityr a phorre systenr thct wcs
nraintained off-site alnC delivered its service rerrotely viet t.ln
the Cloud.
CITY OF BELL, CA
The legacy PBX phone system used by the City of Bell was
almost twenty years old in 2015. Engineers were constantly
c¿:1le<;l r¡n-site tc¡ fix ¡:ro|:lems, e.lncJ tilere was little to ltc¡
fiexibility far city employeeE. When Bell decided on Jive
Voice, its modern Hosted VolP technology allowed them to
seamlessly transition into the 21st century, as city employees
became empowered to use their phones from anywhere, and
lT was freed to focus on other issues.
A NATIONAL FOOTPRINT
Jive has hundreds ofthousands of
users across the country. More public
sector customers trust Jive for their
hosted VolP service than any other
vendor in the marketplace.
OTHER PUBLIC SECTOR ACCOUNTS
. Alameda County Mosquito . City of Hopewell
Abatement District . City of Lake Elsinore
. Allegheny County Health
DePartment ' CitY of Lincoln
. Benton County Solid ' City of Milton
waste District . city of sparks
. Boundary County School City of ZacharyDistrict
. cambria county Library ' clark county
. cherokee county ' colorado county Record
Systems
' city of converse . Galveston county
. City of Driggs Community Action Council
. City of Eastvale ' lnYo CountY
.CityofGardendaleMadisonCountyEconomic
Development Authority
' city of Gladstone . osceora county
' city of Granite Falls . pork county Schoors
'tive has made ¡t
easy for the City
to transition to
the new system
since we know
we can call Jive
anyt¡me."
'J'VË ËUSTOMER,
CITY OF BELL, CA
Chapter 2: Work Plan
15 | Proposal for City of San Juan Capistrano
Work Plan
The objective of this project is to migrate to a new cloud hosted VolP phone system. There are three facility
locations: City Hall, Community Services and Dance Hall all located within the City of San Juan Capistrano.
The City requii"es ¿ì $yster"rì th¡rl is innr:valive, cr"rs'lorni;,-r¡blr. rcbust ancj fì¡lxiblc.
Jive has read, understands and complies with this requirement.
The current system used is hosted by Panterra Networks, LLC. The hardware and software are outdated by
current standards.
Jive has read, understands and complies with this requirement.
The current system has the following:
Jive has read, understands and complies with this requirement.
1. 349 Total Phone Numbers
a. 205 phone numbers are being used
b. Most users have a direct line and an extension
c. Some numbers are department numbers and the ability to ring on multiple phones
d. Some numbers have not been used or assigned to a user but are forwarded to other numbers with
assigned numbers/phones
e. Some lines are fax numbers
2.115 Regular desk phones
3. 6 Conference phones
4. 148 Active users/groups + 'l Auto attendant for Customer Service
a. 12 numbers are assigned as Emergency Operations Center numbers
b. 6 Users are extension based users and do not have a direct number
c. Leaving roughly 130 users with extensions Direct numbers
Network Diaqram
Jive has read, understands and complies with this requirement.
DeLiwr¡þlcs
Basic Features and Functionality:
RequiredJe_etqçs
. Proposecl systenr shall fulfill a cornplctel replacernrent of existinc; phone ançJ çc¡n¡municatir,:n infraçtrr.rct;¡ie
with interconnectivity to all facilities.
Comply.
. Proposed system shall include adaptability to expand to additional facilities.
Comply.
. Proposed system shall be a hosted VolP solution.
robjohnson@logmein.com I 626.513.0105 | jive.com
Proposalfor City of San Juan Capistrano I 16
Comply.
. Proposed system shall have a single reach number (voice, fax, SMS) for each desktop phone.
Comply.
. Proposed system shall have the ability to manage system online through a secure cloud portal.
Comply.
. Proposed system shall be a Cloud based system.
Comply.
. Proposed system shall include mobile phone integration.
Comply.
. Proposed system shall have a soft phone app that will work on a mobile phone.
Comply.
. Proposed system shall work on Windows, Mac, iOS, and Android platforms.
Comply.
. Proposec.l syslenr slrall be ensily cclnfigured arrd installed with minimal disruptiarr tû åxistíng phone call
capabilities.
Comply.
. Proposed system shall have limitless available lines for distribution.
Comply.
. Proposed system shall integrate with four (4) dedicated fax machines.
Comply.
. Proposecl systenr shall call flow ts be conrpletely custonriznble by $JÇ víir online portnl.
Comply.
Apüøel"IeetgJcs
. Proposed system can send SMS/text from assigned single reach number.
Comply. The Jive Mobile softphone application mirrors the functionality of the desktop handset, allowing
users to access similar features and functionality from their iOS or Android smartphone or tablet device.
.Jive Mol>ilc ¿lllown tisoís t{) rri*ke, receìvr, ärìd ì:rans{er c¡:liìç tirer s¿rrnû w¿rytlr*y wc:t"iicl {rorrl tireit +{T'i<..e:.
without giving out their personal cell phone number.
Telephone Station Requirements:
Resurrg.d-Ecelwc;
. Proposed system shall provide approximately 60 phones and required connections.
Comply.
. Proposed system shall provide 6 conference phones and required connections.
Comply.
jive.com | 626.513.0105 I robjohnson@logmein.com
17 I Proposal for City of San Juan Capistrano
'+y1.';:¿1.f,:i!t
. Proposed system shall provide wireless extendable microphones.
Comply.
. Proposed system shall be VolP/SlP based.
Comply.
. Proposed system shall be (Power Over Ethernet) PoE Powered.
Comply.
. Proposed system shall include long distance service.
Comply.
. Proposed phone shall have 1(Gigabit Ethernet Pass-Through) GbE Pass Through.
Comply.
. Proposed phone shall be multiple line capable (up to 4 lines).
Comply.
. Proposed phone shall be Bluetooth capable.
Comply.
. Proposed phone shall be headset compatible (standard 3.5mm).
Comply.
OptionalFeatures,
. Proposed phone can be video conferencing capable.
Jive can provide handsets that meet this requirement.
. Proposed phone can be cordless.
Jive can provide handsets that meet this requirement.
C on f e, re nçeÇ ellk qui rs-dj qa t.u rçs :
Requue-d-re3lules
. Proposed system shall include multiple dedicated conference calling lines (up to 50 people on a single
line) per phone.
Every Jive customer is provided with an unlimited number of complimentary dial-in conference bridges
Each bridge is accessible with either a 1O-digit telephone number or an extension. Jive conference
bridges can host up to 100 simultaneous users.
Lplie.rc.LEeßIues
. Proposed system can include personal conference calling lines dedicated for each user.
Comply.
Voicemail Required Features:
ßcs#Jed-Eeslues
. Proposed system shall include personal mailboxes.
robjohnson@logmein.com | 626.513.0105 | jive.com
Proposal for City of San Juan Capistrano I 1B
Comply.
. Proposed system shall include group mailboxes.
Comply,
. Proposed system shall be able to forward voicemails to emails.
Comply. With Jive, users can designate an email address to which a copy of the voicemails should be
sent. The voicemail messages are attached as a .\i/iìv filr. ancl thc '*ivr¡ril ¡:r:nl¿lìi'r:: c¡:ll infuirn¡:tipn sucir ¡ls
caller lD, duration, etc.
apfþnofEeelures
. Proposed system shall transcribe voicemails to emails.
This feature is not currently supported in the Jive solution.
Automated Attendant Required Features:
Res-ulrcd-Ecelweå
. Proposed system shall include day, night and holiday modes.
Comply.
. Proposed system shall be compatible with a call center environment.
Comply.
AçUgnelfeêtures
. Proposed system can include on-hold music and messaging.
Comply.
System and Software Administration Required Features:
RequiredEeotues
. Proposed system shall include web þased client tool for directory lookup, phone call control and
presence indication,
Comply. ïhe Jive Web application provides a communications dashboard with presence awareness for all
system users as well as directory access (and the ability to create and manage a favorites list) and chat
functionality.
9ptional Eesfures
. Proposed system can include third party software integration.
Comply. Jive provides open standards-based APls for deeper integration with client CRM, portal, or other
web-based systems.
Network Requirements:
. Proposed system shall be compatible with Comcast and AT&T internet service.
Comply.
. Proposed system shall include three (3) dedicated fax lines,
Comply.
jive.com I 626.513.0105 I robjohnson@logmein.com
19 I Proposalfor City of San Juan Capistrano
. Proposed system shall include a fax server with fax routing via email for all users
Comply.
System Monitoring and Diagnostics:
Requirc_d-Ecêlu-res
. Proposed system shall include reporting tools such as analytics.
Comply.
. Proposed system shall include call recording.
Comply.
System Reliability and Availability:
Requlg"djeetues
Proposed system shall include backup, failover and disaster recovery capabilities to ensure system
fu nctiona lity.
Every level of Jive Cloud is engineered for redundancy and provides high availability and faulttolerance,
achieving industry-leading uptime and reliability. At a basic level, Jive's collocation facilities are best-in-
i:ree cl ancj cif*r çxîi'e¡.nely lTíçn ie silie nt* tr: nrrd redr.rn<lancy ngaìneT n.ltt¡icl ¡¡nç.j ¡'ilí:tt-¡lirçJc, tiil¡,isla¡'1.
Within Jive Cloud, redundant equipment and network paths are maintained and deliver a highly available
computing environment. Redundancy is even greater within this computing environment, as virtualization
and true Cloud architecture provide complete software- and process-level redundancy.
Jive provides the option for diverse WAN connection between our datacenters and the district network.
All core call-processing intelligence is clustered and housed in geographically separated, fault tolerant
co-location faci lities with a utomatic failure-over.
Th'.t syslern *lscl rj¡lttl11r if ,:r :i¡te ci{ic locatic.ri"l is rjuwn änd autçnr¿llicirlly re -rct"ll*s r:alls/rr':¡'rSriË1{ìfs tC ¿ì
pre-determined location. For example, a call may be forwarded to a cell or home phone, emailed as a
voice message, or a variety of other customizable scenarios. With Jive, no matter the severity of a local
situation, your communications are safe, redundant, and accessible via multiple devices.
Even in the unlikely event that the primary Jive Cloud clusters fail, clients'VolP phones will remain active
because they are registered to a secondary cluster in another datacenter. A complete phone system
failure requires multiple Jive datacenters to fail at the same time-as well as the local gateway-making
such an event extremely implausible, More importantly, Jive is extending Cloud to the customer premise,
providing a new local active option. Users will never miss a call or even be aware of failure.
Proposed system shall include crash reporting for both the web based client and the mobile integration
solution.
..liver t1:rcks The perÍr.rrlnanç<l of .Jiv* Clr:ud (Ji're'* scrvicc clerlirv*ry çtl,.t+,írtrrnj v'/itl-r r.rr:+:'12{}{} t:li{t<:trenl
parameters. These stôtistics are constantly monitored to ensure they are functioning within acceptable
bounds. /\,ny varianceg oul c¡l i¡crrr.:cl bor¡¡lrJs lriçiSers íitìlorrìfi|"ic itlarn''irt<:; r:f NÖt :;lcll'{viil e t.ltail, Icxi
nrâss4lqn, i;r:cÌ íi*lhing rcd lì',jli:; iri lfic NûC ílsell). Monitored items include network, hardware, and
software components. Tolerances are set such that alarms are issued well before an issue escalates to
the point of causing service degradation.
Proposed system shall include 2417 support and maintenance.
All Jive Customer Experience teams are Americas-based and available 2417, through multiple channels,
including toll free telephone, email, online, and chat. All access is unlimited and included in your monthly
service fees. No additional contracts are required or fees apply.
Training:
robjohnson@logmein.com I 626.513.0'lO5 | jive.com
Proposal for City of San Juan Capìstrano | 20
Bçqulled-F-s-clulcs
. Proposed system shall include up to 20 hours of in person and/or recorded webinar trainings
.Jive¡ oÍ'ferç çever¿.;l lr*iirirrç o¡:l.ions 1'or {,rid-u9e¡'s, ¡,lll 'l'r>r'no ¡rr:irjili*n¿¡l c<:st. Training topics range from
actual handset utilization (e.9. "how do I transfer") to voicemail settings. The following options are
available:
Self-Guided Training. Jive provides online video tutorials, quick-start and quick reference guides,
and interactive user manuals similar to those provided for administrators for end users. These
training references are available online at any time and are provided at no additional cost.
Administrator-Led Training. Jive will provide customers with access to training support materials to
enable administrators who have completed Jive administrator training to train other members of their
organization. Materials are available online at any time.
Ad Hoc Training. Jive Customer Service Representatives are available for phone-based user
training on an ad hoc basis. Customers may either schedule a time with a Representative to attend a
personalized user training or they simply call Jive customer service with any questions they have.
On-Site User Training Classes. On-site classes include training on end-user features like Find Me/
l.r¡llr:,,r¡ l\4e seltirrc.¡s ilrirJ vçicerrriril r:onli¡¡ur*tic¡n, *ts vvcli nc än ovstvii'lw +{ }i¡intls+l op+ral!ors atlij
settings. Classes are administered on-site upon request; additional charges may apply.
Proposed system shall include manuals and materials associated with the phones and software.
Jive has detailed written guides that provide instructions on how to use all features included with Jive
Hosted VolP. Guides are available online and can also be provided in printed format.
Security Features:
. Proposed system shall have over several layers of security including physical, network, host, data,
application, business process and enterprise organization,
Jive Communications, lnc. is committed to maintaining a platform and product infrastructure that are
¡:iowerrful, {eaïure-rich, i:rl{i c$$î eff*cîir¡*. Securing our infrastructure and customer data is crucial
to delivering on this commitment. As a company, Jive has implemented internal security practices
thaÌ ìrJerrtify,rnd rnan,lge potentiirl thr*¡t* tc ihç c*n{í<jr:ntie lìty, Ìirtegrity, ürcl ¡iv¡¡ìlilbílíly +f hrrsinesl
processes and data.
Fropost:d syste rrr si¡e ll ofícr tralisnrission secr,irity to preve rtt interct¡:tion of ct-rlnnrunic¿rtiorls.
Jive only partners with tier one datacenters who share our commitment to security and have successfully
completed AT-101 SOC ll security audits. Within our datacenters, our platform has been designed to
isolate and securely store'data at rest.
Ëro¡::osecl systern shall offer infr¿rslruci¡"¡ru security ii:cluding network and applícatio¡ls, aejnliniströtive
functions, technology, and operational functions.
Ji.,¡eilrc.lciívcl,jmÐriloís cver1,2{J* c.iiflçrer':t*ervìcepiÌrilr'ìÌetert.Anyvariancesoutsideof thenormal
standard deviation triggers an automatic alert to our Network Operations Center (NOC). Jive also
performs annual system testing and risk assessments. We report real-time system status directly to our
customers.
Froposed system shall offer physical i¡nd environrnetrtal 5eÇuri1y.
Jive controls who has physical access to platform data, hardware, systems, networks, and facilities. We
perform employee security screening and training. Access to resources is logical and role-based.
Proposed sy$t€)m slr¿lll offer ¡:raactive fl artcl n'iitiçaliotr.
Jive Communications is committed to protecting its client accounts from fraudulent telecommunications
jive.com I 626.513.0105 I robjohnson@logmein.com
21 | Proposal for City of San Juan Capistrano
activities and other privacy invasions using proven technologies and advanced security measures. These
fraudulent activities include compromising PBX functions like voicemail, or lP phone equipment, with
the intent of placing or selling calls. Jiv¡,r üüvrìr$'lûf) prrcrlnl o{'rll l'in¿ini:i;,rl c*ilrqci; f r:r itr ci,isllrirrc¡l;,
originating from fraud-related activities perpetrated by third parties. To qualify for this coverage, clients
must adhere to the following requirements:
Jive monitors its network 24/7 for intrusion detection, DDoS attacks, and other threats from outside
sources. Jive also actively audits client usage activity to quickly identify accounts that may have been
subject to fraudulent activities. Jive clients who feel they have been the victim of fraud on their Jive
acco u nt should contact su pport@jive.com im mediately.
System Reporting and Call Detail Reporting:
Ability to use one centralized call accounting system to track calls out of all locations on the network.
The call accounting system must be able to distinguish which phone originated the call regardless of
the phone's physical location on the network. The system should also be able to trðck an outside call
through its destination, including any internal transfers.
Comply. Jive provides system reporting.ïhese include data such as mean/min/max reports and time-of-
day reports for all extensions and numbers, geography-based heat maps, and downloadable CDRs. The
following list details Jive's capabilities for providing enhanced visibility into our CAS solution:
. Call Logs: Detailed call information that includes dates, times, extensions, numbers, duration, type,
and direction of all calls.
Call Analytics. lnteractive reports, charts, tables, maps, and graphs that provide overview and
aggregated information on Jive Hosted VolP usage.
Queue Usage. Detailed information on call center agents and queue activity including historical wait
times, abandon rates, and SLA performance.
User Lists. Spc.cífic dÕtíìils sn uscrs of Jivc H*si*d VclF inclu¿iiìrq n*rnêi;, extell$iclr:;, voirenr¡i1l
i:¡:x,:r$. l-)iD*, l¡rx setlinçs, devír:¡¡ inf*rrn¡rtir¡n. anri ¡:th*:r "';r:rrlíguriltit:n irsltsrrti¿tiçtr¡.
Monthly lnvoices. Detalled information on billable services including number of handsets, DlDs, toll
free and international usage, recently added handsets, etc.
Aggregated lnvoice Statements. Combined billing report for all sub-entities which includes totals and
line items for each account associated with a parent account.
ln addition to the capabilities listed above, Jive can provide any number of custom reports at your
request. Jive produces many custom reports, especially for state and local government clients, on
various aspects of their Jive Hosted VolP deployments. Like all of Jive's features, call detail reporting
capabilities are provided at no additional cost.
Call Detail Reporting (CDR) records must be in an exportable format for external analysis. Acceptable
fi:rrrrats include Miclosc:1'1 lilx<.:c1,0¡:orr üÍîi<;<l 5pr<,r;:rtJ*he¡<,:1:, ctc.
Jive's system creates and provides access to raw call logs in .CSV format, which can be imported directly
into many common call accounting applications.
üff erurs ryrust i:rdicate whe Lhe r adeliticnal hat'dwarc, i.e., call reporting server, is necessary for
implementation.
No additional hardware is required.
lmplementation:
Prq-iqct Manaqçme¡t: lt is important for the selected proposer to provide support for an organized transition
from the current system to the new system; ensuring internal and external communications are maintained
nnd the çase of use ihrough the tr¿rrrsiTiorr is enrphasìzecl ttt çiafi and cliernts. The City ultimately desires a
robjohnson@logmein.com I 626.513.0105 | jive.com
Proposal for City of San Juan Capistrano | 22
y;!j: .:ti:t:i.,
turn-key solution with regard to the full Cloud Hosted VoiP Phone System solution and will own the hardware.
The proposer will be responsible for cable runs to individual workstations.
Jive has read, understands and complies with this reguirement.
R-e""suircdfsêlures:.
. Proposer shall assign a project manager to this project to work with the City's lT Administrator and
assigned personnel.
See the lmplementation Plan provided at the end of this section.
. Proposer is required to submit a complete description of the key activities and responsibilities required
for the installation of the proposed system.
See the lmplementation Plan provided at the end of this section.
. A master project schedule, including a detailed timeline, must be included identifying the tasks the
proposer will perform and the tasks the City is expected to perform to successfully implement the new
system.
See the lmplementation Plan provided at the end of this section.
. Proposer shall be involved in the deployment of the system while working with the City's contracted lT
consultant. The proposed system should be plug and play.
Jive has read, understands and complies with this requirement.
. Proposer shall be required to work with AT&T and Comcast to coordinate the ordering and installation of
all WAN, PRI and other communication services related to this project.
Jive has read, understands and complies with this requirement.
. Proposer should include any routers, POE switches, servers and circuits required.
Jive has read, understands and complies with this requirement,
. The City reserves the option to seek its own pricing for equipment that meets or exceeds the proposer's
specifications.
Jive has read, understands and complies with this requirement.
. Coordinate with the City's lT consullantto install ancl configure lP manaççlment softwate il$ necessäry.
Jive has read, understands and complies with this requirement.
. Replace current phones with new phones.
Jive has read, understands and complies with this requirement.
. Proposer shrlll confiçure c,lll roilIing ancJ irl¡nt groups fot *nch locatifir per cnll routing di,lgrntrt
established during Call Workflow meeting.
Jive has read, understands and complies with this requirement,
. lnst*ll anci cr:nfigurs lP clierrt software cn aii r,¡rarkst;¡tions, or ¡:rovirle n meclrnnism to 'push' clienl
software to each workstation. Cr:nfiguraticn includes successftll integriition with locnlly ínstrlllecj
Microsoft Outlook client.
Jive has read, understands and complies with this requirement.
. Proposer shall coordinate the seamless port of phone numbers with existing carriers. These numbers will
be provided at time of award.
jive.com I 626.513.0105 | robjohnson@logmein.com
23 | Proposal for City of San Juan Capistrano
'.;rsd,.:.'1 li?
Jive has read, understands and complies with this requirement.
Proposer shall provide porting procedures and any reason exist¡ng numbers would not be eligible for
porting.
Jive has read, understands and complies with this requirement.
System Warranty:
RqquLr"ed fe?lurcq
A complete maintenance and warranty agreement must be included as part of the proposal, including all
options available for extended coverage and full pricing details for each level of coverage.
Jive Customer Experience brings together the expertise of the Jive Service Account Management,
Technical Support, and Customer Service teams to deliver world-class, personalized service and support.
All Jive Customer Experience teams are Americas-based and available24lT, through multiple channels,
including toll free telephone, email, online, and chat. All access is unlimited and included in your monthly
service fees. No additional contracts are required or fees apply.
Telephone system and all associated equipment in the proposal must be warranted by the proposer and
the manufacturer to be free of defects in equipment, software, and workmanship for a period of at least
three (3) years following system acceptance.
All of the hardware endpoints that are used for delivery of the hosted services are covered under
warranty. ln the case of the VolP handsets, the hardware has a one-year manufacturer's warranty, with
extensions that can be purchased for up to four additional years. Warranties on any routers and switches
rioìcl vi,lry *y nrallufai:turerr ¡¡riiJ rnudel, bui sro ¡icver lotis tilari five ycæri; {artci itt **nlc ilë}$<irs i}r$ lifetimet}.
Jive's services manufacture warranties for products we sell. For the duration of the service, Jive provides
maintenance and support for the hardware endpoints we sell. All other maintenance and support
services (regardless of warranty agreement) are available 2417 al no additional charge.
During the warranty period and any subsequent maintenance agreement, any defective components
shall be repaired or replaced at no cost to SJRRC.
lf a handset fails within the warranty time window, Jive will send an advance replacement hðndset to the
customer, pre-programmed to replace the faulty device. Alternatively, some clients maintain a number
of extra handsets-those can be programmed via Jive's online administrator portal controls to replace
the faulty device at any given moment, minimizing any downtime. lf the handset is outside of warranty, a
replacement can be purchased from Jive Communications, programmed, and sent to the customer site
(next-day shipping is available).
All system maintenance during the warranty period and under any maintenance agreements shall be
performed by the successful bidding organization using personnel employed by the proposer and at no
additional cost to SJRRC other than those charges stipulated to maintain the warranty.
Jive has read, understands and complies with this requirement.
Support:
ßesuuedlcelues
During the warranty period, the successful proposer must be available 24 hours a day, 7 days a week to
resolve issues.
All Jive Customer Experience teams are Americas-based and available 2417, through multiple channels,
including toll free telephone, email, online, and chat.
Froposers rnust clescribe their definitioirs of rrtajor ancÌ nrinor ¡rroi.rletns.
robjohnson@logmein.com | 626.513.0105 | jive.com
Total loss of service. Voice
quality deemed unusable.
lnbound calls do
not connect. Users
cannot dial outbound.
lncomprehensible audio.
Degraded service
performance. lsolated call
incidents. lmpaired feature
functionality
Calls sound choppy.
Dropped calls. Cannot
dial a certain number.
Proposalfor City of San Juan Capistrano I 24
,.ij.!r.:'aá:t ::
Priority Summary
Service change request.
lssues impacting a single
user/phone.
Example(s)
A phone will not connect
Need to change inbound
call routing.
Resolution
lnitial Response: Within 15 min.
üesi liTfçrt fìecÇlr.r'líonì Within 4 hts
lnitial Response: Within 4 hrs.
Best Effort Resc¡lt.riìon: \Vithìn 24 l:r¡
lnitial Response: Within 24 hrs.
Se st ËiT*ri Tl*solr¡iínn: Wilhin /2 hi.E.
1
2
3
The successful proposer must include in its pricing software assurance and other regular software
upgrades for the warranty period.
Jive's strategy for upgrades and new releases of Jive Cloud, our service delivery platform, is based on
an Agile Methodology of continuous integration and rapid iteration. This means that every enhancement,
upgrade, new features, or software patch is introduced seamlessly into Jive Cloud once ready for
release. ln general, Jive releases updates to Jive Cloud every two weeks, based on the length of
developer sprints and milestones. The integration begins by following a beta-testing process (with select
beta customers) before the feature is released to mainline customers over a period of time. The period is
feature. Jive Cloud is engineered in such a way that updates and maintenance do not typically require
scheduled downtime but can instead be rolled out across the platform during periods of low utilization.
Proposers should estimate the cost of future software upgrades on an annualized basis beyond the term
of the warranty.
All upgrades and new releases are provided at NO additional cost to Jive Hosted VolP customers.
Proposers should estimate the cost of future support services on an annualized basis beyond the term of
the warranty.
All Jive Customer Experience teams are Americas-based and available 24/7, through multiple channels,
including toll free telephone, email, online, and chat. All access is unlimited and included in your monthly
service fees. No additional contracts are required or fees apply.
Proposers shall provide the availability of spare parts in the area for critical hardware.
lf a handset fails within the warranty time window, Jive will send an advance replacement handset to the
customer, pre-programmed to replace the faulty device. Alternatively, some clients maintain a number
of extra handsets-those can be programmed via Jive's online administrator portal controls to replace
the faulty device at any given moment, minimizing any downtime. lf the handset is outside of warranty, a
replacement can be purchased from Jive Communications, programmed, and sent to the customer site
(next-day shipping is available).
Other Requirements:
. Proposer shall be required to provide weekly written progress reports to the City's assigned Project
Manager during the implementation phase.
Jive has read, understands and complies with this requirement.
aprc¡¡X Wireless or Wired Panic Button System
The City is interested in having the option to install a wireless or wired panic button system. The system
should have the ability to send distress calls to the Police Department via a panic button. Panic buttons
would be placed throughout City Hall. This optional feature should be listed as "optional" as part of the
jive.com I 626.513.0105 I robjohnson@logmein.com
Wffi
ffiffiffiffiffiffi 25 | Proposal for City of San Juan Capistrano
þ¡Locl¡e{Ð
proposal package and noted as a stand-alone cost/feature.
Please see the Jive Safety Slick in the Proposed lnnovations section of this proposal.
This feature does not have to be accepted as part of the award.
Features List:
. Discreet arrcl portable or fixoci panic blrtton with tesl capabilities. Positive acknowledgement feedback
(vibration) is of interest to the City.
. Precise location in the building and outside
. lmmediate¡rotification
. Alarm sending by media choice: cell phone, portable radio, display panel, pagers or computer with
audible tones
. lnternul responsç (to colleagueç, intervention terlm, security personnel) or {irst responders {police)
. User friendly graphical interface
robjohnson@logmein,com I 626.513.0105 I jive.com
I
27 | Proposalfor City of San Juan Capistrôno
Project Completion
Numbers port from the losing carrier to Jive, all system features and hardware endpoints are
activated, and call processing (inward and outward) is initiated. lmmediately following - and for
90 days after go-live - a dedicated Jive Service Account Manager (SAM) is available to support
the system and troubleshoot and resolve any service issues, provide on-the-spot answers to
questions, and maximize the impact of the Jive solution.
Joining Jive: lmplementation
Jive uses proven best practices and a proactive, high-touch approach to manðge the implementation of all
new Jive Voice and UC solutions. Applied across the following phases of the implementation life cycle, the
Jive approach delivers consistent, high-quality results that minimize the pain traditionally associated with
changing your telephone service provider while at the same time maximizing the impact of your Jive solution
across your entire organization.
lnitiating
Jive Project Managers (PMs) review expectations and gather customer information and
prefcrenccs require c1 l'or system confiç;rrralion ¡rnd nunrk¡er porlinç¡. They cleerrly du{iner tra¡isitiolr
activities, timelines, and responsibilities for the customer and the Jive implementation team.
Detailed statement of work, project plan (with schedule), and preliminary order paperwork
are prepared and presented to the customer for review and approval. Jive engineers assess
the current communications environment and identify system needs. They prepare a detailed
¿t5sê$$rllent repo[t a¡rd netwolk rliargrarn(s) outlining recornnre nded network c*nflguratiun.
Planning
Jive PMç prûl]årtl systerrr conilguratìon clc¡curnuntation to ç¡uìrle tlrtl huilding c¡f the rl'¡w Jive
solution. They establish a communications plan, scheduling regular status meetings with the
customer and Jive sales, engineering, training, project management, and deployment teams.
They develop customized system testing and training plans for the completed solution.
Executing
Jive engineers custonr-configurc the Jivn sclt.¡tion, huilriinç dial plnns;lncl <.rther fe¿¡ture:s
accordínç,¡ t<l custorler.pri:viclecl specificaTion* anrl prefetr:nces. Engineers also complete any
specialized integration requirements. Fulfillrnerlt specifil¡sls r:rcJer *quìptilent and mç¡riîortlr*
number porting process. Regular status calls ensure the transition process stays on-track with
established milestones and timelines.
Testing
Jive quality assurance specialists test every feature to ensure it is operating correctly and in
accorci;lnce willr customer spe cilications. f;nç¡ineers lest the network cottfigutatian ancJ, if
applicable, test and turn up the Jive broadband data connection. ËulfÌtlmeni specialists iest Ë9'11
confiçuratìolrs irr compli¡.tr"rce v.;ith Federai r<lgulations. All Jive hardware - including handsets,
routers, and other equipment - arrives on the customer location pre-provisioned and ready for
immediate plug-and-play. Jive PMs and engineers work with the customer to test and verify all
system features and functions. Dedicated project system trainers provide administrator and end
user training to familiarize the customer with the Jive solution.
\$
m:
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robjohnson@logmein.com | 626.5'13.0105 I jive.com
Proposal for City olSan Juan Capistrano I 2B
Sample Timel¡ne
P/eose Note; fhls is only o sample. Jive will work wÌth the customer to develop o custom¡zed timeline upon oword.
rAsK '*rrro*r,",-= lor'u.*o"r. ltllt"t-tl^- l---' ICoMPLET|ON
Review expectations and gather information and
customef ¡: referen ces Ío t' syste;r c ontie; rr ralli:n
and number porting.
D ef i n e t ra rl ri iti o n ¿ì c t¡\,i ti e s,, t i m e I i r: es, a ¡r cl
responsibilities for project stakeholders
Assess current commun¡cations environment
and identify system needs
til . lr,,t.1.t I ii " .{.i :, .. :-...' : . 1, .,,, t,T i: . *} :jl,
Pr epô r e systenr conf¡ gu r ¿ìtiû!'ì cloc,¡nretrt¿ti<¡n
Port numbers from losing carrier and ðctivate Jive PM
lnitiate call processing (inbound and outbound)
Project Day 15
Project Day 15
Project Day 15
Project Day 23
Project Day 23
Project Day 23
Project Day 68
Project Day 68
Project Day 68
Project Day 68
ongoing
Project Day 82
Project Day 82
Project Day 82
Project Day 82
Project Day 82
Project Day 82
Project Day 82
Project Day 84
Project Day 84
Project Day 90
Project Day 9O
Customer Survey Project Day 90
Schedule regular status meetings with project
stakeholders
Prepare ¡nitial training documentat¡on and
system testing plans
Custonr-confrgure the Jiver solution. builc:ling dilrl
plans and other features to customer-provided
ep ocific irtions and profortirn cr,ls
Complete specialized integration requirements
Order equipment
Monitor number porting process
Hold regular status calls to track progress
against established timeline
ì Jive PM
Jive PM
Jive Engineering
Jive Tech Support
Pre-provision, test, and ship hardware for on-site
plug and play
Work with the customer to test and verify system
confiç1 utaticln a nri oirtirr*tion
Provide adm¡nistrôtor and end user training
ï',::;i [--911 ccnfic¡urations
..riJ": ., 2 {} l1'.1rr j.l i,'1, -1.)
Tcst conlrqurıtìo11 to ensrre it ís cper.rtinq
correctly and in accordance with customer
specilícatians
'l osi n e¡lv,¡otk collii¡;uration
Test and turn up Jive broadband data
connection (as applicable)
Resolve all technical issues
?rctjer:L hn ndolT
Jive PM
lnitiation Paperwork
Purchase Agreement
Order Form
Jive PM
Statement of Work
Project Plan
Jive Engineering
Network Diagram
Engineering Questionnaire
Jive PM Cìonligu r otion Dc-rcurnent
Jive PM Communications Plan
Training Plan
Testing Plôn
Jive Engineering Conf i gu rati orr D oci:nren t
Jive Engineering Corrfiçtrratiorr üocumont
,live Fulfiil:rr,rnt Corrfígr"rr atíon Documcnt
.Jive l-ulfiili¡ernt Conficlt: tnticrn i)ocurretrt
Communications Plan
Jive Ouality
Assurance Test¡ng Document
Jive Engineering Testing Document
Test ðnd Turn Up Form
-J ivr:: FLrlfi ll¡rernt E-911 Testing Form
Jive Engineering Test¡ng Document
Jive PM Testing Document
Jive Trainer Training Plan
Project Plôn
Jive PM Project Plan
Project Plan
Jive PM {}t{t i lt hM H ¡ n rJ afí l)o;
Administer customer survey Jive PM
jive.com I 626.513.0105 I robjohnson@logmein.com
Chapter 3: Proposed Innovations
31 | Proposal for City of San Juan Capistrano
administrators can implement an unlimited array
of confir¡uraiicns ¿¡ncl opticlns with s¡:ru<.:ialire cl
schedule-driven auto attendants, multiple ring
groups, voicemail prompts, virtual fax, call
forwarding, and caller lD.
Unlimited Auto Attendants. Automated answerin g,
prompting, and call routing based on caller input
without the need for a live attendant. You may have
an unlimited number of auto-attendants on your
system.
. Jìve's oword-winning Diol PIan Edìtor gives
o d m ¡ nisttoto rs d n ¡ ntu ¡tive d rog- o nd-d rop ¡ nterfo ce.
Proposed lnnovations
For a simple, per-seat monthly price, all Jive customers have access to unlimited local and domestic long-
distance dialing in addition to our full suite of Cloud Voice features, including: unlimited auto-attendants,
call queues, ring groups, voicemail, conference bridges, and more. With Jive, there are no additional costs
or contracts required for any system service, as all management, maintenance, and upgrades required to
support the solution are also included.
Get Set Up
Setup doesn't have to be complicated. Get a network assessment from Jive engineers before implementation
to ensure a seamless transition to our innovative platform. Also, it is important to note that you can keep
your cilrent n¡;nrhe rs nncl recorrfiç¡ure yoLlr clial ¡rlirrr tr: inclr.rclç rirrlírnilt;ci aul<¡ atte ¡rdants to rneÊt your
organization's changing needs. Jiv* experts are nvailable tcr help you canfigule everything îc fit yaur
o rga nization.
. Visual Dial Plans. Jive's award-winning, drag-and-drop Dial Plan Editor, accessed through the
administrator portal allows user administrators to
creí]te and ecJit dial pl,lns sp*cífíc to Their uniqtte
schedules and needs. With limited instruction, user w*tr*ñeÕptjsÍt a'!¡¿ôl{ffio MÈ}}r$tû¿-
\ r,tl l il _,: r -l
', :L..-|
Ç ,,,-,,.r.
irtt.,r, I
(}"
1¡¡)
(!)r
llj'-
2417 Support Experts. Jive is ranked #1 in the industry for customer service and reliability, and all
support is available 24 hours a day, 7 days a week, 365 days a year.
Virtual Fax. Users can fax-enable their extension or DID to receive faxes, and have faxes delivered to
their email address. Users can also send pre-formatted emails with attachments and have the system
convert and send facsimile transmissions.
Scale
Jive's advanced and user-friendly administrator settings enable you to scale and handle increased call
volumes instantly. ln addition, all moves, adds, and changes are all free with Jive. Our platform can readily
scale with your organizational changes.
Centralized Management. J¡ve'$, c.lminíslr;:tor Portal inclr.rr.ies *imple wizirrci-h:aserJ corrfigur;rtíon tçcls,
overview, and customer service information. With minimal instruction, user administrators are able to set
up, rîüve, aclei, ¿lncJ chengo user inform¿rtir:n, cjrlvice çsratil*s,voicertril sÊttírìüs, cliarl-plans, ¿rncl other
system features from within this browser-based portal with the click of a mouse.
robjohnson@logmein.com I 626.513.0105 I jive.com
Prr:¡t:;c:r;iti ii::r (.ii.v ¡ii5;::I.Ji.;¡:r:: i..;:l::t:,:tt¡.r::i.: ì .J.i
Time-Based Routing. Users have the ability to create
unlimited, customized schedules for call routing. Users
can also se lect dificrent ôuto attú)ndant opt¡ons fot' ¡ro¡'rn¡tl
business hours and holiday and after-hour schedules.
Free Call Recording. Jive's call recording application
allows users to record some or all of the calls to and from
their account. Call recordings are stored in the Cloud, so
they can be accessed from virtually anywhere.
Unlimited Ring Groups / Call Queues. Customers are
able to route inbound calls to ring groups with a variety of
ring strategies to better direct and organize incoming and
outgoing calls. Similar to ring groups, call queues provide
agent availability for routing large numbers of inbound
calls by keeping callers on hold until a line is available.
Multiple call strategies are supported such as round robin,
least recent, and random, among others.
Multi-Site Compatible. Jive's VolP telephone service is
accessible from just about anywhere. All you need is a
stable broadband connection to the lnternet. Just plug in
yüui" prer:onligureci handset ttnd ycu're ii't f:usine ss.
WHY THE CLOUD?
Switchover to Cloud services has been
hailed by KPMG lnternational-one of
thc u,¡r:rld's tr:¡: advisor5i firrns- as a
"long-anticipated next phase in the
evolution of information technology",
one that "carries profound implications
for lT provision" in governments and
other enterprise organizations.
Analytics.
lnteractive
reports, charts,
tables, maps,
and graphs that
provide overview
and aggregated
information on Jive
Hosted VolP usage
Jive's full coll
account¡ng
system is
occesslb/e
through the
browser-
bosed
odministrotor
portol.
Connect
Dial into meetings to avoid time-consuming or impractical
commutes - or skip commuting altogether. Stay connected
through hundreds of advanced features that come standard
with Jive service, like 10-party conference bridges or video
conferencing. Give everyone on your network a powerful set of
communication tools.
Unlimited Local and Domestic Long Distance Minutes.
There is never any charge for local or domestic long
distance calling.
Conference Calling. Allows 10+ callers to participate on
a single call accessible by telephone number or system
extension.
"Not only is
Jive's solution
a lot cheaper
than what we
had, it is also
worlds ahead in
technology."
.JI1/# CUSTÐMËR
iivlt'.i:i:i¡n I {,'}-{i,t::;i.) (i'lt'ìL"i I r,¡fr;i¡l};'rr,:t',:':lr)(r,ìli'i:r i orì.r
ffiffi
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33 I Proposal for City of San Juan Capistrano
Unlimlted Extenslons. Ân unlimitecì number.of extensioT-rs carls be assignecl and incJiviclually configured.
All users within a single PBX system are accessible via dialing a 3' 4' 5'
or 6 digit extension - regardless of geographic location.
Jive Mobile. Jive Mobile allows a wide range of desktop features to be
enjoyed on a mobile device, including 10-party conference calls, video
calls, transfer, hold, and more.
Personalized Dial Plans (Find Me / Follow Me). Users set up multiple
finct-rne-follow-mÊ Ëìnswering rules on thair individual extensÌon to
allow for single number reach.
Voicemail to Email. Users select the option of having their voicemail
messages delivered to their email. Voice mail messages are delivered
as .wav fìlss.
The Jive Mobile
app turns any
smortphone or
toblet device
¡nto ø softphone.
Make ond receive
colls just like
you would in the
oiTicc*eve¡r ø¡fien
you're not.
Stay Up
With datacenters distributed across the U.S., you can count on Jive's highly reliable, survivable system. Not
only does Jive have redundancies in place for the system and for your PBX, but each user can set their own
line failover option in case of hardware or lP failure.
. Dlstributed Data Centers. The Jive Cloud platform is housed itr seven AT-1CI1 S0ç ll certified cl,ltílcenter$
across the United States and has fully redundant computing and networking components' Jive
datacenters are geographically situated to provide fast and reliable network access, and to minimize
round-trip latency for Jive's hosted services.
t vu., lr¡
'ts.. !.-
:1 ::'. r,""."a..
i:i
iaii, Jia{: {.¡01.¡ai {-l;;1;!.r)!
Line Failover. Jive's network gateway device provides continued access to emergency services in the
event of a WAN failure, such that 91'l calling, in particular, is always accessible.
E-91i. Automatically associates a physical address with the caller's telephone number and routes calls to
the most appropriate Public Safety Answering Point (PSAP) for that address. Displays the caller's address
and information to the operator immediately upon call arrival, providing emergency responders with the
location of the emergency without the caller having to provide it.
l:.'>,\i -/
robjohnson@logmein.com | 626.513.0105 | jive.com
Proposal for City of San Juan Capistrano I 34 :
lncluded Features
Jive Hosted VolP has all the advanced features you expect in an Enterprise-Grade PBX. Jive's system is
reliable, scalable, and perfectly customizable to suit your business needs. All of the following features are
included in the Jive Hosted solution at no additional cost. Details and common use cases for every feature
are available on our website at jive.com/features.
BASIC VOIP FEATURES
. Auto-Attendant
. CallAnalytics
. Call Logs
. Call Monitoring
. Call Recording
. Call Reporting
. Conference Bridge
. Custom Greetings / Messages
. Custom Hold Music on Hold
. Dial Plan Editor
CALL MANAGEMENT FEATURES
. Auto-Divert
. Auto-Reject
. Call Forwarding
. Call History
. Call Hold
CALL CENTER
. Advanced Ring Strategies
. Agent Login/Log out
. Custom Queue Hold Message
PHONE SERVICE
. Cloud PBX
. Multi-SiteCompatible
. Jive Desktop
Dial by Name
Direct lnward / Outward Dialing
Directory lntegration
Extension Dialing
lnbound Call Filters
lntercom
Last Number Redial
Line Failover
Message Waiting lndicator
Presence Monitoring
Call Park/Pickup
Call Queues (Automatic
Distribution)
Call Routing, Call Transfers
CallWaiting
Caller lD
Custom Queue Hold Music
Escape from Call Queue
Pre-Call Announcement
Jive Mobile
Unlimited Local and Domestic
Long Distance
Ring Groups
Schedule-Based Routing
Speed Dial
Three-Way Calling
Virtual Fax
Voicemail
Voicemail to Email
Web-Based Admin Portal
Web-Based User Portal
Do Not Disturb
Extension Transfers
Find Me/Follow Me
Missed Call lndicator
Multiple Calls per Line
Report Caller Hold Time
Unlimited Call Queues
Wait Time Announcement
lnternational Calling*
Toll Free Numbers*
Number Porting
(.Additíonal fees moy apply)
jive.com | 626.513.0105 | robjohnson@logmein.com
.3ive Bq*såness t*ntin*$ty
brtæintæin *s$#i1tiæ! ph*rl* servi*e *vsr- ümrtnç *n *uIaçw"
prcsrrvoç elEse ntial Jivs fun*tionE likc ç:xtcnsion rlialirsq" inlcrccn:,
#m*t'üst":cy 311 cliclir"rq, änül lt:*al survívability clurinü ;:n lnT*rnet
i¡ul*tç*. Jive ***tnçss C*rrtir:*iiy *ll:,;* *ff*rn ly:;î*rì ffi#niTr:rinü,
rJ * cj i c ill* cl p r*j + c t" *t dn ð ü t ll"l f; l"'rt, n n cl ¡: rí r: riiy s u p ¡: r: iL.
,líi *
t
AUTOMÀTE SYSTEM FAILOVER
AND FAILBACK
During an lnternet outage, Jive
Business Continuity automatically
kicks your systern into failover/fall-
back mocle. atrd ntonìtors Your
systctn until the oLttage is over so
it côn restore your typical settlngs.
PRIORITIUE OUTBOUNÞ
ElvtËRGENCY CALLS
1* f ailr:ver mrlcl*, yaur e,mç:rç*ücy
c,ì I I $ s l'r cru I d litka ysr i ar ily. T h at' :; why,
t\trt*11an r:itlaç*-', ca|Is lü Ssr*-r)e*ig-
naTed rrurnl:rers iiks 911 wlll L¿¡k*. *r¡
open lirr*, or hump an açt.iv* r:al1
whan .: iin* isn't i':vcil;*hle.
PROACTIVE MONITORING
AND SUPPORT
Jlve Business Conlinuity delivers
unique features and an array of
serviccs, including proactive systenl
monitoring êncl alerts. cledìc¿ltecj
projcct marìa gcmenl cìLtring
imp!emerrtation. a¡rd prier¡îy sLtpport.
V$sit.}ive.corx/producäsl.$ive-hu$åsness-sonli,wzt*ity åæ $earm f?'!ore.
.l;:'.: i:j:..¡,,iti¡r,¡-,,,,: l:i.,ii1,:..:.):'..r i.]:;¡i.;.11,,1¡,1,;t¡.i;.ji\¿.:t..:..J*1, ?,;j*-Ì,i;r..r-'aili.)9
Enhance Workplace Safety with the Cloud.
With the riçe r¡f viclence in riur sclroclç, cç¡mmunitieç, e nrì workplaces, employers in every ffi{irket
$eÇtor ore concerned about crenting a¡rd maíntnining i'i safe workplace environmetrl for their
ernplr:yees. SIP enclpoints that integrate wìth Jive's CloLrd-bnsed phone infrastructure enhance
work¡:lace safety by ¡:rovicling:
Overhead Paging. Jive Voice includes handset paging
across all system endpoints. Enhanced with SIP-based
emergency overhead speakers, attendôn1s can aleft
specific zones or the entire workplace of an emergency.
Vlsual and Audlble Alert Notification. Attendants can
quickly activate flashing strolre lights or audible alarms
using their desktop handsets, immediately alerting the
entire workplace of an incident.
Emergency Call Buttons. Users press a large
illr"rminated button to immediately initiate a two-way
conversation with designated managers.
Electronlc Door Locks. Audio and video door lock
options control outside ôccess to the workplace.
Visitors identifu thernselves and attendants can unlock
the door remotely to allow entrance.
Jive Voice, with enhancecì workplaco safety fenttros, is rlesignecl tc opcrato orl your e-'xistin!] lP network. Converç1ing;
vr¡ìüe, cjata, ancl satety traffir: allow$ en¡rloyers to reduce nronthly o¡rerating costs while increasing wark¡:lace safþtv at
the same time.
Tvlost rcl*nbåe.
Ëxperience unmatcl"red reliability
with seven US clatacenters*
nror*l th¿l¡r our top three
crlmf)etitors combineci.
h{åghrnnt r*ltd,
Join other satis{ied cLt$tomers
who r''1te Jive cclr¡sistently as
#1. rele r us to their friends and
calleagues, ancl stay i¡¡ith uç
more thnn 959¿, of the time.
€*sf;ost t* e"¡se,
Injoy a rich entelprise fçature
set wilh ;r sirnple user interface
and intuitive ¡:latforrn contrc'¡|.
[.)ir:l ycrr têke ð(jvanl.i]ge o{ lho "Gr<lal CaliiÌrrn!¡,¡ Shal<e OuI
Ëa¡'thquake Dr¡ll"? Mâny aciministrators hei'e in California are
looking foi v.iays lo onhan(:() lil(,)ir $aft:lty ä[ lJr(,]ir schÐols.
Jive Communicâtiorls \ /oulcl like to speak to you obout this.
"!Ëve Voiae \ryüth Gro*.cp PagåæE
lntegrate your ex¡sting paging system with the cloud.
Ycu rely ôn your p*ging system ta:
. Broadcast school-wide messages.
. Reåch students and teachers in classrocms
a¡rd çn school graunds.
. Delivereffierüêncynotifications.
As a corc part of yourÇommunications
infrrstructure, your paging system neûds tÕ
iirtegrnt* seæmlessly witlr your teleplrone
system. Jive Voice with c¡roup pagìng
enables nrulticast voice technology to
con:municate witlr your existing on-premises
netwcrk to leach both t*lephon* end
overhead speakers simultan*ously.
lr*o nr*cntfi$y eharger,
ilinrinate thc casl of paging
extensions for dedicated /-\TA
devices traelitionally required to
supprrt tlre paging systenr.
U nint*rrupted *ervice.
fiven in thc event of a laeal
WAN autage, the systenr
continues paging, working
independently of the cloud.
M * ltiple p agin ç *pti*ns "
Pege phones and overhe*d
speakers simultaneously,
create specifíc paging zÕnes,
or connect to an existing
paçing anrplifier.
ffiffi*%.J www
LosMe@l SAAS Partner Program: Product Overview
Com mu nications
& Collaboration
ffi CotoMeeting
Millions of businesses rely on
GoToMeeting to collaborate and drive
superior outcomes. No wonder we've
made Gartner's Magic Quadrant
7 years in a row.
@ cc;rowebinar
Rated #i- in customer satisfaction,
GoToWebinar helps marketing
professiona ls create captivating onl ine
events that build brand awareness and
generate leads.
t
I
IJI'F
Organizations of all sizes enjoy
enterprìse-gracle U nifrcd
Communications with the Jive suite of
cloud-based products for voice, video,
contact centers and more.
W+¿ ioin me'
Optimized for real-time, external
collaboration, join.me is a simple
online meeting app that helps boost
productivity with d ispersed teams,
customers and vendors.
Customer
Engagement
& Support
bold3ô0
Deliver support when and where your
customers need it with the industry's
most tightly-integrated agent +
artifrcial intelligence solutiorr.
SRescue
lnnovative technology that raises
the bar on issue resolution. LogMe In
Rescue helps you solve every problem
seamlessly and securely on PC, Mac,
iOS ¿nd Android.
& GoToAssist
Ëfficient, re liable and cost effeciive,
GoToAssist lets you provide remote
support and unattended access for
both internal and external customers.
@ GoToAssist Seeit
When something goes wrong, take a
look and take action with GoToAssist
Seeit. Provide service and support for
anything with live camera streaming
on iOS and Android devices.
ldentity
& Access
LastPasg, r l
Whether you're organizing your digital
life, managing a team or running a
business, LastPass remembers your
passwords so you don't have to.
{þteratral
Manage all your computers from
one location. Grouping, remote
deployment and automated tasks
help you provide proactive support.
*Pr*
LogMeln Pro provides anywhere,
anytime access to all your applications,
frles and data. Easily wor k on your
desktop as if you were sitting in
front of it.
Chapter 4: Project Staffing
41 I Proposal for City of San Juan Capistrano
Pn*jtrct Staffã ng
Senior Level Support
The following core team will provide senior level sales and operations management and support
ERIN SKOCH, FIELD SALES MANAGER
Erin has over 15 years experience assisting school districts through the process of transitioning to VolP,
through on prerrise nnd ho¡;ted salutions. by delivc,.rirrg lhe,'rnost cost ç+ffr,:ctive: solutictr tn¡¡t ¡reets the needs
and requirements of each District. She has worked extensively within the Kl2 education sector under the
Federal government's E-rate program for the length of her career.
CHRIS PRICE, SALES ENGINEERING MANAGER
Engineer 3 with 17 years of experience in voice and network technology. Responsible for design and
deployment of VolP systems and client network integrations onto the Jive platform. Holds a BSIT with a
s¡:ecializatit¡n irr ¡rotwot'king ;ind has rnult.i¡:rle Cjsc¡: cettifícðìiiöns.
JEANETTE CAZIER, PROJECT MANAGER
Project Manager who has overseen and coordinated the onboarding of K-12 and enterprise accounts for the
last two years. With over 5 years of leadership experience and with a keen ability to communicate assertively
and concisely, Jeanette develops a relationship with the customer and the Jive team in such a way that
ensures the project is completed as planned. Her success shows in the way she completes each project on
time and on budget, making sure any variations to the project are addressed and completed by the team.
Service Account Management
Jive Service Account Management provides every Jive customer with a dedicated, personal point of contact
for a minimum of 90 days following deployment of your Jive solution. This Service Account Manager (SAM)
un¡erçtancJs yç)Ltr çontmr.¡níc¡:ticrrs errvirçrrrnelrt, yctir specific solution c;utrfigurnl.íon, nncl ya*r inrliviriunl
needs, concerns, and challenges. When you reach out to your SAM, you are immediately connected with
someone who understands where you're coming from and has the resources necessary to help you.
Mcrst <;ornrn<.rrrly, "Jive 5AM* work one) o11 <.rne witir (:u$törnels To fi¡re tuire thcir -Jive st:ltttio¡1 Tc llÐs*. lllllet
their needs. \lfhether it is dial pl;:llr confiç;t.¡ratiçrr, íli;tü nÌtçrlclnnt monu$, virtualíax settìnqç, Epeeci rjinl, iitrg
groups, or conference bridges, your Jive SAM can help. Providing on the spot training and guiding new
users through the Jive administrator portal, customers are quickly able to move to full system self service.
ln addition, Jive SAMs function as your intermediator across all Jive departments. lf you have network
issues, or require specialized network attention, your Jive SAM will work with you and Jive Engineering to
connect you with the resources you need to resolve your issues and ensure you are getting the most from
your Jive solution. lf you would like to add additional capacity, your SAM will process those scope changes
and order the handsets and any additional engineering you require.
Even if you do not reach out directly to your SAM for additional assistance, a Jive SAM will reach out to touch
base with you. This best practice has been especially helpful for customers who may not have any visible
issues with the system, but who could be more fully utilizing it.
robjohnson@logmein.com | 626.513.0105 | jive.com
Proposal for City of San Juan Caplstrano | 42
While many of our competitors charge you for access to this level of support, with Jive, unlimited access is
available to every customer at no additional cost.
Technical Supporl I Gustomer Service
At Jive, our Technical Support (TS) and Customer Service (CS) teams are fully integrated. lnstead of
rr,:vignting thrcr,rgh nulli-level option manus 1o TincJ the indivìcJual whç cnn help yôu with your issue, your call,
email, or chat is immediately answered by a TS / CS team member trained to evaluate your issue, assist you
personally with resolving it, or connect you directly with the team member best able to assist you.
The majority of system issues can be quickly resolved byJive Customer Service Representatives (CSRs). All
CSRs complete trainirrq certific;rticn ín the Jir¡*: solutíon prìol to answering cuçtotner cnllç, e¡rt;.lils, $r ch¿lt€.
Jivi.'s technical supportte¿r¡rr is staífc'ei with certified technical expelts with the experlence to icìentify and
resolve any customer issue. Jivr Tecìlnical $Lrpport Representatives {TSRs) arc tr¿lir¡ecj anrj ctlrlified ir¡ thc
Jive system, as well as in support solutions like Cisco, Juniper, VMWare, Polycom, Panasonic, ADTRAN, and
many others. T'lre Jive Ce¡'tifierj $uppart "fEchnician {JCST}traìning ptogr¿tnt is recluilerrl fr:¡ all TSRs.
Jive iechnical support pereonnel curre irtly holci (in erggre'gelte) th* follor¡¡ing ce rtilications:
Cisco CCNA, CCDA, CCNP, CCIE
ADTRAN ATSP
CompTlA A+, CompTlA Network+, Security+, Project+
CIW Web Foundations Associate
Microsoft MTA Security Fundamentals
Microsoft MTA Windows OS Fundamentals
Microsc¡ft MCTS Wincicws 7 Configuratir:n
Jive Communications JCST
Jive T$Rs can r:ffer nrr¡re ihr:n just basic infr:rrrr*lion. lnstead, they can address in-depth technical questions
and get at the root cause of any issues you may be experiencing - even when those issues are not with the
Jive solution, but with your network or another service provider.
jive.com I 626.513.0105 I robjohnson@logmein.com
Chapter 5: Proposal Costs Sheet and
Rates
Prcposn fmn Vcice Services
CITY OF SAN JUAN CAPISTRANO
Proposal with GoToMeeting lncluded
TODAY'S TOTAL
Englneering Services - On Site (min.3 days)
JBC with Analog Failover (2 Ports)2 FXO,2 FXS
MONII{LY TOTAL
Polycom WX 450 Skyline (PoE)[Rental]
lnterconnected VolP, Low Usâge - Monthly Charge
Connect Bundle: Jive + GoToMeetlng Pro
Polycom lP 6000 (PoE) [Rental]
Polycom WX 250 Skyline (PoE)[Rental]
Polycom WX 350 Skyline (PoE)[Rental]
Volce - Standard DID - Monthly Charge
TOÐAY'S î*TAL
OlY MSRP DISCOUNT JIVE PRICE
TAXES & FEES
Quote #00268498
Service Term: 60 Months
Expiration Date: 03/29119
TOTAL
$2,2s0.00
$600.00
$46.50
TOTAL $2,896.50
TOTAL
$57.20
$174.9o
$1,403.60
$49.80
$29.70
$124.00
$62.50
$168.30
TOTAL $2,O70.OO
M*þ'ITHLY TOTÂI
BrldgePolnte Technologles, lnc.
Mike Casagrande
949-565-0976
rncasagrande@bpt-corp,com
https://www.bpt3.neU
lf you need assistance
with this quote or any
product offerings,
please contðct partner
support at
888.990.4262
OTY MSRP DISCOUNT JIVE PRICE
250
TAXES & FEES
*** Taxes & Fees cover all 91 1 charges for all phones*** No Additonal charqe for Virtual Extensionsi Unlimited âmount of virtual voicemail boxes.*** Proposal showing-1st Quarter Promotional VOIP Proposal with Connect Bundle
Jive Services include over 80 Features and everything out lined in proposal lncluding
All Local / Long Distance, Disaster Recovery, Paginig (Overhead and over phones),
Auto Attendanis, Unlimited Voicemail, Unlimted Virtual Extensions, Voicemail to email, EFax,
Softphones, Audio Conference Bridges for up to 200 on a bridge all maintenance, Upgrades, and 2417 Support.
Reliable, Scalable and Agile platform
Easy System Management
Abilitv to track ROI
Call Íracking and Data Collection
Custom Paging lntegration
Minimal disruptions during transition
Best CustomerSupport in the lndustry
1 $0.00 $2,250.00
$600.00 $o.oo $600.o0
$4.7s $2.2o26$6.95
$7.es22$12.e5 $5.o0
$24.O0 $15.9588$39.95
6 $52.25 $43.95 $8.30
22 $5.10 $3.75 $1.35
62 $6.s0 $4.50 $2.o0
$0.2s$1.7s $1.50
$z,g96.50 $z,o7o.oo
Quote #00268498
Service Term: 60 Months
Expiration Date: 03/29119
Proposal Acceptance
What to Expect
Frorn the tirns Jivtl rece ivsE initìal payrnent and si<;1ned íJ$rûcrileri15,'ihe Jçllowittç¡ tirirelline wì11 be in eífect:
EQUIPMENT. You wlll be centncted within 4S br-¡siness lrr:urç for infçrmatiotr neces$*ry tr: cÛnfigure phnnes.
lf information is obtained during that time, equipment will be shipped and arrive within 1O business days. lf
expedited shipping is requested, you will be charged additional shipping charges and the shipping timeline
v¿ill be acceleratud.
pl{ü}üffi NIJMBäR$ {NËW}. New phone numbers are typically available 4-5 business days after they have
been requested, but can take 10-12 business days in some instances. lf expedited number acquisition
is requested, you will be charged $SO per number. Expedited numbers are usually available within 2-3
business days.
P¡-{ûþ*ffi M{JMBERS {SXãSTåNG/FûRT}. Porting existing numbers takes 20 business days, unless there are
issues that cause the order to be rejected by the current phone provider. lf a port request is rejected, the
request will be resubmitted and the porting timeline will start over. lf expedited number porting is requested,
you will be charged $50 per number. Expedited numbers are usually ported within 8-10 business days.
DIAL PLAN AND SYSTEM SETUP. You will be contacted within 5 business days to begin the process of
setting up your dial plan, call routing, etc. lf Jive receives the necessary information within this time frame, all
confiçuration will be rlone wìthin 1ü business d*ys.
SUPPORT. f:eel fre e to ÇÕntôct Jív<l Su¡r¡rort st.aff at any ¡:¡oint in llie ¡:rocess l:y calling 577'JlV*:"Ot)3 {S77-
548-3003).
BILLING. Charges will begin to accrue as soon as the 25 non-billed, trial phone calls are completed, or as
soon as phone number on your account is ported, whichever occurs sooner.
Terms and Conditions
By siç¡ning belar¡¡, Cr.ls{omer personally cerTifies tlrnt he or she Ìs an Authr"rrizecj -Aç¡ent nf the Company, ancl has
read and agrees to be bound by the entirety of Jive's Terms and Conditions, located at
http://wwwjive.com/legal including details regarding Jive's hardware, E911, and 45-day guarantee policies.
Custc¡ruer öÇjrÍÌû$ fo pöy for thel items in thc quote identiliecl as "u¡:-frr:nt cltarç¡es" upon siç¡ninç th¡s cüntrfltl.
Customer agrees that any prior verbal or written communication regarding services and/or pricing from Jive
Communications is superseded by Jive's Terms and Conditions and this quote. Customer understands that the
ílmount ífle ntilierJ as "monthly charg*s" is the hase amount that will be charged eaclr monîh. Additional monthly
usage fees may apply, including but not limited to international calling charges and local, state, and federal taxes
Future changes to nature or quant¡ty of services on the account may cause changes in monthly charges.
Signed Signed (Jive Communications)
ffi,*
Name:
Title:
Date:
Name: Rob Johnson
Title: Senior Account Manager
Date: March 1,2019
REBATE DETAILS. "2018 2H Polycom Phone Rebate Program". Nllin 5 - Max 200 Phones. Purchase or 36 Month Rental. Check from Polycom to Üustomer. Replace any working business classphOne (Current Polycam Models do not apply). Phones nnt returned to PolYcCIm. Fxpires Ðec22, 2t18. NCI rebate offered on VVX x5t*.-*'ih e-#@'ffiilrñ:Æw æWdtr Itr ä SU& * u''&t-Àw-Es .¿*t -;,lRl\r-Þ*Partner ProgramQpovcu*'.t Fo{ycr.r:'rl. l;ìt. À11 :'i!*lìts leserv+d.
BUY BACK PROGRAM. Polycom Program to Buy Back Client's Old Gear. Get quotes at: httns :llnolveom. netwark-val u*.Çom. Double-Dip with Rebate Program!. Fully vetted Polycom Partner. Any Tech GearRouters & SwitchesPBX's & handsetsLaptops & Printers. No limits 0n quantitiesE*Ulpfvrf{îBUYffi.@#ffiPRüfrHAM( Pelycc¡t¡. å*Õ. Àlì r'i$ï!t$ iesg¡vei.Partner Program$Roycorn?
DOUBLE DIP!. CCImbine Polycom Rebate + Buy Back. Example:Rebate on 2û0 new VVX 411 @ $35 ea = $7,Û00Buy ßack 20û Yealink T46G @ $3û ea = $8,000NET to Customer = $13,000 cash back aftet installrìnulilMüísî-åsËe.{T#PRÐüRÅM:ir F)û¡yccil, lrw. All :iË*ls rqs*N*d.Partner ProgramÇ P*tycom.3
Chapter 6: References
53 I Proposal for City of San Juan Capistrano
f41.tt¡rå:úS
References
CITY OF BELL
Tineke Norrdin
323-588-6211 I tnorrsJin(@cityoftrell.org
Client for 3 years
3 locations,'120 Polycom handsets
CITY OF EASTVALE
Maggie Berganza
714- 4O9-381'l I mberganza@eastvaleca.gov
Client for 1.5 years
25 Polycom handsets
HOUSING AUTHORITY OF THE COUNTY OF SAN BERNARDINO
Ga rrett Da lton, Systems and I nfrastructure Administrator
909-332-6339 I gdalton@hacsb.com
Client for less than a year
200 Cisco handsets
ADDITIONAL IN FORMATION
. Jive is currently installing Jive services at the City of Diamond Bar,
. Jive lras l:esn providing çervic*s tr¡ Vista UnifiecJ $chool District's 30+ locntions for fcur y€rîr$.
. Jive has been proviciing serviceg to Lynwood Unifiecl $¡:hr:r:l District's 11 locatir¡ns fr-rr two years
PROCUREMENT CONTRACTS
Jive is on the following procurement contracts:
. CaINET
. SPURR
robjohnson@logmein.com I 626.513,0105 | jive.com
Proposal for City of San Juan Capistrano I 54
Jivehashundredsofthousandsofusersacrossthecountry. MorepublicsectorcustomerstrustJivefortheir
hosted VolP service than any other vendor in the marketplace. ln addition to the references on the previous
page, a linke to video testimonials, case study and a customer reference letter have been provided.,
Jive has numerous video testimoniôls from our current customers. These can be found at the following link:
ht!p_s//ww_w_.yquI!lþ--e'..ç,qm/p_!aylis_t?_lis_t=P_*L-JezrejUBWT-:ltNlLHMTgpw]MdXkS:Xba
OTHER PUBLIC SECTOR ACCOUNTS
. Alameda County Mosquito City of Driggs
Abatement District . City of Eastvale
. Allegheny County Health
Department ' CitY of Gardendale
. Benton County Solid ' City of Gladstone
waste District . city of Granite Falls city of
. Boundary County School HoPewell
District . city of Lake Elsinore
. Cambria County Library City of Lincoln
' cherokee county . city of Milton
' citY of converse . city of sparks
City of Zachary
Clark County
Colorado County Record
Systems
Galveston County
Community Action Council
lnyo County
Madison County Economic
Development Authority
Osceola County
Polk County Schools
jive.com I 626.513.0105 I robjohnson@logmein.com
Ct,,lif ':3{ii}Y
Findi*":ç Sæf* þ{ m rb*r
in thæ Cä*{"lC
$*Port@,
l0wnsen0
l..ot-ate,J on tlre Ölyinpic Fe¡t-iirtstile ire¿rt Se ¡,:ttle , Pcrt iownse¡r¡d is
knclwn ïo¡' its naTural beiiitty, histiiric chnrnl, ancl ihrivini; nrtislic
r:r:n':rnrrnilir. The city i:; surr<lttnflerj ¿rinrr:st on ¡rll sid-^l¡ |l5r wstet'
rlakiriq it ¿ rralt.tr'irl drlw f6r r()gittl¿ì$, t;,rcitrç¡, i'tntj þo¡,1t, it¡siivals.
Its l"iistcric District is ¡r dcriiclrr¡ted le ncltrlarl< rJlter to its m¿llry
Victoria¡r-era blilclincls, v¡hile iis lrruseLlnls, galleries, cr:;trce rtç. ancl
nrusi¡: '|+stiv¡ll:;1ec:tJ Litr'.' tlloriern iü:i;i.es ol l"l:e lr:c¿'ll ¡ìrlisliiì $(;eile.
*¡r¿:kçr*:Lln*
Pnrl. Tc:wnsc.:ncj, like ntüny cit.ies in \l/asliinrltr:r:, r+lierl oil írl plÌorÌe
$ytì|gn.ì prOCurcil l"hroi.rç¡h il'l eXìSiin*i :;iüig tr':lclr:r.¡nrrluniCalit¡tlli
corìtrâct. i''lowr]ve t. the) :itattl pr*vic1e r cliclrr't deliver on key sct vìce
ãreôs, becominç; mr:re h;:çsle thnrr help *ver time. Port 1-owi'rsencl
r;:n inln se..¡er¿¡l challenfles, ilclr:dini¡ the systett':; ileÍJVv e:Xpêlìi:ì4,
li,lck r:.l'Ít:¿:ir¡i'r't:;. ancJ ¡.hr.l çr.rrnplcxity i¡rvt:lvr'lrj !rr making it-rutíntl
cl-rcrncles to the sYstem.
At a Glance
Froh/em. Pcrt îcvvnse r:d's lî
Manage r needecl a ¡:rhone sYstern
tlrat offered:
E u i1 gr.:t pred i r:tir bil i l"y
Easy rianagenteri
i...0\¡/er c()sis
Sofu¡fian; He rieterrr:irleri tni:t ..Jive
C çt r:l rn lt n i c ¿lt I c r': s t¡ I'f er tl rJ t it tl [:e :; t
f it for -rlre city: a phone system
that r.^¡as irraitrtained cíf-site ancl
rJelivered its service remÕlely viíl
en ln.ir.,,rrnr¿t conn{:}ctíon (¡.c., viô
the Cloucl).
Why Govarnment in the Cloud?
Govr'li'ri rnú:nt ifìstiLu tiotìs'
svvitr;l¡ovrlr to Clc;itd st'i';ices
lras t:ee¡r hailecJ by KFrMG
lniern;r l"ioti¿:l-r: ne c"rf t he
wr-.r lt-i's toir ¡'lrivist:ry íi t n': s- ;ts
a "long-anticii:ated irext Phase
iri the ev,:lution cf i¡rfc¡rir¡tinn
technolor.ly", one that "carrie:;
¡:rofcr-i nii i nt¡;lìr: aliorrs for lT
¡:rovisiorr in govetrìrnents."
{.*r}\J t': i lr|\.-ì. i1i I i
¡¡
t
'1, Hxpense. Witl ticlhte¡rinç¡ buclqets ancl lirnitecl relsources. ciiy
1.1r:verrri'lent.:; li<e Fr:rt Tc¡wnsenrJ lc¡t:lq for wüys to üt;cr:r:¡.llìsh
rr:t¡rs wii!r ic:;:;. Pi:tt Ti;w¡lsçrnri f i,>urid Iilis r.;i:;rlltlrtgÌng i:tlcause¡
the !r prov!cier wâs ilxilrtr'ìsive. yci lailed to prctrid* tlre
funr:tir:nality ine c;ty recluireci.
2, Ls*k of features. Pt¡r'l Tr:lvn:;*ittl's slato-¡rrötit.lto'il ¡trr:vidt:r
ol'ietrld only a vtry lirnilt..lri f erilturt': sert. lho city w¡iirlcd ir:
linrJ o systenr tl'lôi wðs rrt:r* l:ucj<let-fr¡en{Jlv, yel rlelir;eiecl an
r..: ¡;-1r.1-rj ü ie fe¿rtu re b¡rçe.
3. System complexlty. Fr:rt ît:wnserld's $y$tr,)rlì w;¡:; tJi'l.f ir"ult tr"r
märiâqe, i'equititig all trrJv':¡s, adcf s. ancl ciratrge s îo i;o througir
ths ,cta"re r:rclvicler. Rer-true sTirr0 th¿:le ch¡¡rqes tll{ll< time. and
the ¡:roviiJei- wüs $lçrw Lt: res¡:r:ncl. The i;il¡r':; ìT sliìfi iet¡ueli;ierJ
Íl $y$1{,)nr Lh;rl, allor¡vr,¡d thtltrl to ¡icrft:trrt iì'löVí)s, ¡'ltJtJ:;, alrl
cl"r a ri ges thenlsr¡lr¡es.
S*lL¡Ti*n
Pr:rt l"crwnstncl's ll f,4an¿tçtr, Mark Ëeil, be:gan lool<inç1 ai r:lhrlt
o¡:tit:rrs. in a tirne wlrerr i'narry i::ity qoverr:illtirìls íJfe i:rirly.ji-tst
bei¡inninc; lo evriluaie Cl<.rutJ çr:lul"ir:ns, Mi'irk s¡ivv llle Clr:t.ttj ¿rx ¡rn
r:¡:pr.lr'iurrily io bi!irr; thc city t.t¡: to s¡:cr,ld or: lhc ia1r,:'si lt':r:hnolr:ç1y
l-'lr¡ cjet.errrilirrr.'rJ that a Cloucj-i:aserJ systerr wr:ulcl l:rl rnoie
nrirnaqcable. i:flllr a rir:hor Í{jðtul'e s(}t, drì(J r:Ölt less tlrolr the
cr.rrrer:t sV$teffi.
Mark discr.¡vr-,,.rr,rtJ -Jivtl ¿¡ntJ <ir,¡c;tJüt.i its Ült¡ltrl-i.ielivert'ltl Vt:lP
offrlrrrrg i¡¡as what Prrrt lr:vvnçencl rieecjecl. Wlrere otlicr citit'ts
lr¿¡r,e been :îlüw 10 acjopT Clloi-td syetilrn:. Mark mc.¡ved fi:t'wærrl. He
plili;ed irìs iirst r:rtJer vvilh .jive in Novetrber 2013
i;rriri begarr i;itil'ling Fr:ri Tor.vrlstlrlrl's ttllr.,rct¡rrtrnurlic¿itìortl; ii: t.hr,¡
Cloud.
Sinr:e takirrcJ hi-c cìtV in tiris rrevv ciil'ection, Mn¡k h¡rs f¿:und a loi
¡i[:or.ri..,Jive i.r.:) te(..otwïenrl. "11's tt çSttrsd Prçd;:r:|. al ;r qrei'lt i:triç'e," 'rte
sa itJ.
!ui.o¡d*efr!
äui*k F**ts
Pr.:r't Torvnst:rrri hosts sr:Ìvr.l rill
r¡vÊnt$, irrcluiiing:
. A w*l:il*¡r bc¡;,=lt fesiival
. An ¡:nnt:i¡l blrir,rti nrrrJ.lazz
f e utival
. A monfhly A¡'t \¡lalk
. An internnl¡onal íìim Ji:stiv¡rì
Ëoit icwnsend was otiç¡inelly
n ami::ci " Ê,1rt l-or,vn shenC"
b.¡ Ca ¡:io ir Ger:rr.¡e V;r nr:r:iivei,
i'ifler l:ís fiiilrrrl iilc Milrtluis
of "i cwnsnend.
Port -i-cvvnse ncl is tlre rct;nty
i:e¿rl ¿,lnrj cr:ly inr-:or¡:c:rated r:ity
in Jol'f ctsç¡t Cr.:unty.
f-clr shoi:ii:,ir.:c;, Iodcinc, and
dininíJ ink:rril¿r'linr':, pleiì$e visll
ËrtjoyFT.corn.
.
l
\1,/llr¡ri i¡s<r,rti whcl inr¡.rre,,:;sq':rl lrirlt rílofi[ .li)riLii .iÌvo'$
:,rcrvice , ire liste ci borrrifits l!ke Jit¡'¡':; roL.itici-ll:c¡-clock
liicir!r¡cìiìl sLrllilort, ¡t's ¡ilTiiiIive ædmiir¡:li.Tol, sinrple ¡-rli-¡¡i-
í:ìfii.j-plí.ìy iì(:1i.Jï), íJrld eâsy lììyiìicill lTìilr'l;lCr-rtr'ì(ìill.
1. $upport. ""i-irt¿it l.r:cirnical :;u¡.r¡:t.llI is i;t.ttl;tarrt.Ìirtr;,"
Mark saici, rofìlr rinr;; io iivil's #1¡;sr¡k¡.:rl c!,rsiorncr
servìce ancl reliability. ..Jiiie sup¡:or.l is ¡voilnble: 2,4
l()rrrs i.: d¿ìy, rleverr r.Jriys o week, .165 di:1i:; ¡.1 y'ç,'ìt,
ür;tl is l¡;tc!<e1,,1 l-;y i,: sirrt ',rí<;rl lt¡v¡'.rl a{.lr'i::rorir(:ìrìt lirîìl
c L.i a i .i rìti,rrì :i i tr d ltsir ¡t' I uacii n ç L.t pli rr e.
2, lntul?ive Admin Fortcå. .j ive':,; ¿:¡dr¡iiir i l Iri:1or ¡-,i.rt l;rI
i! l:tt"rw:;t:trL;¿tgtriJ, i:lf r,rrít:ç c)îii;y. ilìit.iilivû il(.ic(::,:ìiì
¡iilLJ cotiirol ovr:i all sl,rr,ilent f.t:¿itLirc,':,¡ atrtJ iurtctit.rll,
inclridiiri¡ all trior,'<;'s, ¿iCcjs, ¡:irlrl chi;ric;*s. With sr¡
rlr i.r c l: c o r::. i r.; l a i tlr <-- i r f ì n r¡ e i'l ì ¡: :. n: c ¡-tv ü d nr i ¡ i :lt r aio r s
wor!-y iirëi i.ht,'ir lElr-iinii.:el r-:xl.it'rt.l.i:;t'r isri l t.r¡: lt¡ the l¿rsk
,ficcoriling lo Nr{ark. -rire:y i.Ìon'I n<.:r.r¿.j ir: \¡voítv. "T¡]e'
¡clmitr t:i:r't¿rl ¡s c)irsy tc nli\,'i{-Jôi,:: il;rcj user," ltr,: s¡riicl.
3. $implc Fk"rg*mnd-Plây S€tup. Êeç.itlsçt..Jìvi-: is a
ill;:;ti,.rJ t;t:1itlìot:, vt.lty lilLlc i)tt-¡.;rr,rtltisLl (Ìqi.tiÐÍIìtìill
i:; i'equit':rJ, ðinC wiìi;it e qLti¡;rre ni is t-:ect:s:;ary
ir sir ¡i I ! V i:ì rrives p rÊ- [] rotl r¿ì ¡.rl ni ecj fot ¡: I i-t l¡- a ti rì- p I ay
f r;rrcl.icnalrl5r. C{.rìli)rler:; jusi ¡:lt.rg iri ii¡1,:íi 1.;liot:r,rs tr,t
th e I ritt:r'nei ;r rrtJ h a'"¡e i rn rr *t.i i ¿rlc rcsr.r lls. l:::or lu4 arl<,
Ihis was a ceiiiritc plu:. "$*ttinc¡ uír J:h':..r.ìe:i fiom
sr;r¡lttl : ìs ri,ii¿:; Iivt:lV r:¡is)¡."
4, Ëasy Mana g em ênt. I'r1 ¿r rk w¿l : r¡:,:¡:r,lci ¡r lly ¡ll i,,ri: :;t':i,i
witn hö\iv silli1:lc it wðji to i-n;ileo r-harrg(l:i to his:iVStcr]r
witir -l¡ve. Nc¡w, instr,:aiJ of rri:rr,:nin;1 íì gervice order to
n':irhc i:l'iün1,¡et, lie r:¿lr': dc ii all híiirst:il'¡:iirj s;lve {le
r.irilrri.lt::; iir tr,¡¿il-iinit¡ with jt.:s1 ¡': fr':w i;lìr.;k:; or! å rnoirlì{:l
"14Lrve:i arlci (.ir¿líìqe! ôre d l,rior-í,) of {:.crkcì," l¡q s¡ricl.
îii* l::*Ti;r{î is r¡-¡ tl:ü i:l*Lrtl
Iìy expl*ri!'ì!l ;inii acioplir-ig Cl,lucl iecnrrclcrl'y. Potl
"i-owrrsenc is riow l-ie:ili:t e l¡ui¡-r1-ri::rl io seí!,,: iis
(:ilrIìr'r¡iilif.y. R¡ttlier 1.1:i,lrt *lrui.1i.¡linc 'ffith Lriìr()$l.i(ìrììììivrì
sr.rpporl aìr'ì4 i.;i)iirÍi(Ì í)iron{ì fr,¡¿tuft:s, l.lte c¡1.}" tri)w r:)rìjr.tf1i
a ilrüal{rri n tolrl{-rinìiilL¡r-:irj¡ìt¡oiìs s}i.!te rn. l l st;rîî arc f ie tl
io r¡ake :;ir;rpl,: syttciril r:irotrqcs by tl':emselves t:sinc¡
..iivç:':,; ¡t¡liriiiìislrílIcr ¡.rr:rlirl.'i.JL;r¡rs r:¡Jn i]í:ce::ìt ¡irjv¡ii'lr.;<-.rJ
l'cillr.tr't.:t; Llr¡ri. ini:lt.ttit: t;t¡lirrlìtr,,.ri vcic;l¡in¡iil l:t:xr,r':;,
i:riri{urclnccr brirJc¡'.r1, cluto ¿ì{.lorìdiitits. :itti¡ crt>ny:s, t..túl
(ìueL¡{::s. anrJ ¡rlr|c:---ırll li:r le¡s tn¡lil tlre <..osL oÍ tire oi'i()r.
sti: ie-í)ro(:ii rr::cj sol lrticri,
:i.¿+i-criz::i:,t"1.:i:ti.ì*t":.,,,.. 1t:t:.. i ú.1::t ä'¡!¡fli.) i.f. il':ìitr ii-¡tj.i..'¡r;:'t:2.t..!: llli4t:¡ii
ä a.': i'.:.? {'.j li . t
:> i )- i:i i i i' ; +. t:.,.: : : :t
Shalhevet
nzn?w High School d'
August 1 5, 201 8
To Whom lt May Concern:
Recently I chose to Mitel to be my new phone provider at Shalhevet High School. lt seemed
like their service and offerings were very similar to Jive's and about $100 cheaper a month. I
was promised soft phones for all users, seamless integration with our existing paging and
school bell system, and a good deal on phones. Since it seemed products and services were
similar, the $100 difference was the swaying factor for my business office and we signed with
Mitel back in March and scheduled installation for summer once school ended for the year.
Once installation time came, I stafted to learn the salesman sold me a bill of goods that Mitel
couldn't deliver. We did not get soft phones for every user unless we paid an upgrade fee. But
most importantly, their PBX did not allow for me to integrate my SIP speakers into a call group
with their phones. This left me unable to play the bells to all the classroom phones as well as
our hallway speakers. More importantly, we were unable to make any announcements to both
phones and speakers simultaneously.
After Mitel spent the summer trying to find a solution to my problems, I decided to call Rob
Johnson one Friday afternoon. Explained my situation to him and asked if Jive would be able
to bail me out of this bad situation! Needless to say, he and his team have been a lifesaver in
just the one week we've been working together. Rob got me the quote for everything I needed
ASAP. Bryan, our project manager, has been in contact with me every day working on getting
us set up as fast as possible. Edgar spent many hours over a couple of days getting my SIP
speakers configured with the Jive PBX. He went above and beyond with trouble shooting the
hardware as there was a firmware upgrade preventing integration with the PBX. But he got
them working flawlessly!
I am so thankful that Jive is able to deliver a solution that fits my needs. I only wish I had
signed with Jive originally back in the Spring.
Sincerely,
Nick Parsons
Director of Technology
Shalhevet High School
www.shalhevet.orq
323.930.9333
?r*#*se {*r V*åc* Smrviil*$
CITY OF SAN JUAN CAPISTRANO
Proposal with GoToMeeting Included
Quote #00268498
Service Term: 60 Months
Expiration Date: 03/29l19
TOTAL
$2,250.00
$6oo.oo
$46.50
TOTAL $2,896.5o
TOTAL
$57.20
$174.90
$'1,403.60
$4s.8o
$29.70
$124.O0
$62.50
$168.30
TOTAL $2,O70.00
BridgePointe Technologies, lnc.
Mike Casagrande
949-565-0976
mcasagrande@bpt-corp.com
https://www,bpt3.neV
TODAY'S TOTAL
Engineering Services - On Site (min. 3 days)
JBC with Analog Failover (2 Ports)2 FXO, 2 FXS
MONTHLY TOTAL
Polycom WX 450 Skyline (PoE)[Rental]
lnterconnected VolP, Low Usage - Monthly Charge
Connect Bundle: Jive + GoToMeeting Pro
Polycom lP 6000 (PoË) lRental]
Polycom WX 250 Skyline (PoE)[Rental]
Polycom WX 350 Skyline (PoE)[Rental]
Voice - Standard DID - Monthly Charge
QTY MSRP DISCOUNT JIVE PRICE
TAXES & FEES
OTY MSRP DISCOUNT JIVE PRICE
$8.30
250
TAXES & FEES
62
*** Taxes & Fees cover all 91 1 charges for all phones... No Additonal charge for Virtual Extensions/ Unlimited amount of virtual voicemail boxes.*** Proposal showing 1st Quarter Promotional VOIP Proposal with Connect Bundle
Jive Services include over B0 Features and everything out lined in proposal lncluding
All Local / Long Distance, Disaster Recovery, Paginig (Overhead and over phones),
Auto Attendanfs, Unlimited Voicemail, Unlimted Virtual Extensions, Voicemail to email, EFax,
Sofiphones, Audio Conference Bridges for up to 200 on a bridge all maintenance, Upgrades, and2417 Support
Reliable, Scalable and Agile platform
Easy System Management
Ability to track ROI
Call Tracking and Data Collection
Custom Paging lntegration
Minimal disruptions during transition
Best Customersupport in the lndustry
T*#,T.{'S T{}T\L M*NT?4LY T*TEI
lf yro1,¡ na*r, êìl:li:,Tance
...r1- ¡1..,,,\'lr:i L.i ll) LlJL,t: :_,1 cltry
¡.rroc.luct i-;if r:r rirti:;,
¡.rIr,),,tS,,:,.;r.'t ti¡t<- i ¡.ra rti Ittt'
:-;l-lf)r-ror; a:
&E'4.990.4262
1 $o.oo $2,2Eo.oo
$600.o0 $o.oo $6oo.oo
26 $6.95 $4.7s $2.2o
22 $12.95 $5.oo
oa $24.00
$z.gs
$15.95
6 $43.95
22 $3.75 $1.35
$39.95
$52,25
$5.10
$6.50 $2.00
$1.75
$4.50
$1.50 $0.25
$z,gg6.50 $z,o7o.oo
IXHIBIT B
Quote #00268498
Service Term: 60 Months
Expiration Date: 03/29119
Proposal Acceptance
What to Expect
From th¡l tirne .Jive receiv*s initiall payment ¿lnd signed äqrsements, the Jc¡llcv¡irr57 iirire line wìll bc in efTrlc;t
EQUIPMENT. You wìll be contncteri within 48 business hourç for infç:rmatìolr n*Ç;ça$írry to confiçure phnnes
lf information is obtained during that time, equipment will be shipped and arrive within 10 business days. lf
expedited shipping is requested, you will be charged additional shipping charges and the shipping timeline
v¡ill be ¿rccelerate cl.
F¡-{til*ffi N{J*ÆBE*S {NËW}. New phone numbers are typically available 4-5 business days after they have
been requested, but can take 10-12 business days in some instances. lf expedited number acquisition
is requested, you will be charged $50 per number. Expedited numbers are usually available within 2-3
business days.
p'"tSNE NUfvf mtrRS {EXI$Tåï.{€/PSRT}. Porting existing numbers takes 20 business days, unless there are
issues that cause the order to be rejected by the current phone provider. lf a port request is rejected, the
request will be resubmitted and the porting timeline will start over, lf expedited number porting is requested,
you will be charged $50 per number. Expedited numbers are usually ported within 8-10 business days.
DIAL PLAN AND SYSTEM SETUP. You will be contacted within 5 business days to begin the process of
setting up your dial plan, call routing, etc. lf Jive receives the necessary information within this time frame, all
configuration will be clone within 1Û bt-isiness d,lys.
SUPPORT. Ëeel free tc contaçt Jiv.u Su¡r¡rr:rt st¿rff at ¿lnv l:oi¡rt in the ¡rrocess by calling 877-".llVfi-üû3 {877^
548-3003).
BILLING. Charges will begin to accrue as soon as the 25 non-billed, trial phone calls are completed, or as
soon as phone number on your account is ported, whichever occurs sooner.
Terms and Conditions
ßy siçtrning [¡elou¡, Customer persr.:nally certifies lhnt he or she is an ,4uthorizecl .Aç¡rl nt of the Company. artr.Ì hns
read and agreesto be bound bythe entirety of Jive's Terms and Conditions, located at
http://wwwjive.com/legal including details regarding Jive's hardware, E911, and 45-day guarantee policies.
Custonrel'i3Çrülrl$ to piry for the items in tiìe quoto icientifieci as "u¡:'front clrtrges" upon tigninS¡ this contrôû1.
Customer agrees that any prior verbal or written communication regarding services and/or pricing from Jive
Communications is superseded by Jive's Terms and Conditions and this quote. Customer understands that the
ômount identi{iecJ as "manthly charges" is tlre hase fimÕunt that lvill be charg*cl ench month. Additional monthly
usage fees may apply, including but not limited to international calling charges and local, state, and federal taxes
Future changes to nature or quantity of services on the account may cause changes in monthly charges.
Signed Signed (Jive Communications)
{&¿
Name:
Title:
Date:
Name: Rob Johnson
ïitle: Senior Account Manager
Date: March 1,2019