DHS Goals: DHS is looking to: • Extend the service life of the Spok systems and workflows • Refresh the IT infrastructure supporting the Spok systems • Support the deployment of updated Cisco voice software in the Call centers • Add additional application survivability with a redundant APP server Acceptance Criteria: • Successful CTI integration for the Console workstations at each call center. • HA/Redundancy provided for the CTI servers (DHS supplied Load Balancer) • Server applications function properly (Messaging) • Redundancy for the APP / Paging server Overall Project Assumptions: The following assumptions are critical to the scope, schedule, and pricing of this SOW. If either Party notifies the other in writing that any of these assumptions prove to be incorrect, then the Parties shall within ten (10) Business Days commence good faith negotiation to amend this SOW to reasonably adjust the scope, schedule, and/or pricing. • Spok assumes that any telephony upgrade or change will occur simultaneously with system installation and implementation (go-live) of the Spok solution. If this is not the case, a new order for additional professional services under separate project will be required to support a telephony change at a later date. • DHS will provide a dedicated Project Manager who will actively participate and own all DHS tasks and deliverables. • DHS is responsible for data integrity and performing system and database backups throughout the project. • DHS will provide a stable and supported infrastructure to support the project during the system testing and production cutover phases of the project.
