G-Cloud BT One Cloud Cisco BT Global Services Contents 1. Overview of One Cloud Cisco ............ Error! Bookmark not defined. 2. Information Assurance ....................................................................... 5 3. Ensuring Data Integrity ....................................................................... 5 4. On-boarding, Off-boarding and Migrations ......................................... 9 5. Service Management ....................................................................... 10 6. Service Constraints .......................................................................... 12 7. Service Levels .................................................................................. 13 8. Financial Recompense Model .......................................................... 15 9. Training ............................................................................................ 15 10. Ordering & Invoicing Process ........................................................... 15 11. Termination Terms ........................................................................... 16 12. Data Restoration / Service Migration................................................ 16 13. Customer Responsibilities ................................................................ 16 14. Technical Requirements .................................................................. 16 15. Trial Service ..................................................................................... 17 16. Further Information........................................................................... 17 Mobile Health Worker 1. An Overview of One Cloud Cisco One Cloud Cisco is a scalable, business grade, Unified Communication & Collaboration service that is interconnected to the PSTN via centralised carrier trunks. One Cloud Cisco is based on Cisco’s Hosted Collaboration Solution (HCS), is hosted at secure BT data centres and managed by BT. The One Cloud Cisco service provides a hosted service via a QoS-enabled LAN & WAN connection. This is achieved by providing circuits from the One Cloud Cisco platform into the customer WAN and this will allow One Cloud Cisco users to make and receive IP calls from the desktop to compatible destinations over their LAN/WAN using IP telephones or softphones. The One Cloud Cisco service is managed 24/7 by BT management centres in Walsall and Martlesham. Instead of upfront investment in an expensive voice and unified communications infrastructure, Customers are able to gain the benefits of converged communications by paying for their IP Telephony/Collaboration services on a recurring, monthly opex-based pricing model. This helps to remove maintenance and investment costs typically associated with owning and managing a communications infrastructure in-house. One Cloud Cisco offers two key types of service: IP Appearance - ‘lines’ to phones and associated UC application functionality e.g. IM & Presence, Unified Messaging, Video and Jabber dependent upon licence type. Trunk Appearance capability for connectivity to PBX/IPT enterprise systems. These services are brought together in a Customer dialling plan with associated PSTN call package options. The Trunk Appearance service provides public access and termination as well as creating a private network bridge to IP Appearance users. The trunk types provide interfaces to both traditional and IP PBXs via DPNSS and SIP signalling protocols. In delivering integration between legacy switches and IP Appearance lines, the service facilitates a hybrid experience and enables a gradual migration strategy. The IP PBX interface provides an option for early IP PBX adopters desiring a Centrex-type rental model or additional resilience where there is a high density of Users. Customer administrators are able to self-provision and handle moves and changes for nonbillable aspects of the service. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 1 of 27 Mobile Health Worker The One Cloud Cisco service offers: A Recurring Monthly Opex-based pricing model. One Cloud Cisco has four IP Appearance licence options, which can be deployed in any mix, across individuals, teams or locations. The licence types are: Base, Voice, Collaborate and Anywhere. Carrier grade Central Break-In and Break-Out (CBIBO) with Public Number Provision, Number Porting and associated call package options. An Emergency Service Location compliance (CBIBO). PBX connectivity to traditional and IP PBXs. Upgrades take place in BT Data Centres, so Customers don’t have to budget for future upgrades. Core Voice Services: In conjunction with an IP network and appropriate CPE, the HUCS service enables RRG to create a voice network delivered over an MPLS data VPN connecting IP phone extensions (or Analogue phones via Adaptors), traditional TDM (Time Division Multiplexing) and IP PBX's (Private Branch Exchanges) on a platform managed and hosted by BT. The private voice network is connected to the Public Switched Telephone Network (PSTN) providing full voice network connectivity via Local Gateways or Central Public accesses. The service provides rapid cost effective access to the following services: Full PSTN/ISDN replacement services. Integration with domestic voice services, where available and with appropriate premise gateways. Integration with LAN and premise voice CPE. Integration with unified communications and collaborative tools. Support for applications such as Voice/Fax, PBX-based Voice Mail, PBX feature interworking. Flexible pricing offers with inclusive ‘OnNet’ calls, monthly service recurring charges and usage based ‘OffNet’ minutes charges. Connectivity via shared access to the Customer’s Quality of Service enabled IP network. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 2 of 27 Mobile Health Worker IP phone LAN Local Telephony Networks Local Telephony Networks Optional LBIBO Service Analogue Handset Hosted IPT-Cisco Analogue Telephony Adapter Line Services WAN PE PABX Voice Gateway LAN Service Other Telephony Networks Associated Services LAN Telephony CPE Services Trunk Services Central Telephony Network WAN Service CBIBO Service Figure 1: Product Model The core service infrastructure (the blue shaded area in the diagram above labelled ‘One Cloud Cisco’) is hosted and maintained by BT. Customers are provided with: Dialling plans – private and public call routing tables. Managed public call servers, call distribution, management network and gateways to/from the PSTN. Billing of the service. Service management and service assurance. Self-care provision. One Cloud Cisco has two key service types: Lines to phones (IP Centrex). Trunks to PBXs. The One Cloud Cisco service enables the creation of a private network bridge to Centrex Users as well as providing public access and termination. Integration, where required, to traditional and IP PBXs is also supported. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 3 of 27 Mobile Health Worker Unified Communication / Collaboration Applications: Beyond IP and Trunk appearances, One Cloud Cisco provides a comprehensive Unified Communications feature set plus a full suite of Collaboration applications. Key applications are: Cisco Unified Communications Manager (call control for voice and video). Cisco Unified Communications Manager is the heart of Cisco collaboration services, enabling session and call control for video, voice, messaging, mobility, Instant Messaging (IM), and Presence. Cisco Unity Connection (Voicemail/Unified Messaging). Cisco Unity Connection is a voicemail and unified messaging application with a comprehensive feature set and each customer’s instance of CUCxn is resident as virtual machines within the One Cloud Cisco virtualised platform. With Cisco Unity Connection, users can access and manage voice messages in a variety of ways. E.g. by using: Email inbox. Web browser. Cisco Jabber. Cisco Unified IP Phone. Smartphone. Tablet. Cisco Unity Connection also provides the following functionality: Speech Enabled Messaging - robust speech-recognition features for when users are mobile, so users can manage their voice messages hands and eyes free. Automated Attendant – provides menus to allow callers to route to required destination. Speech Connect – provides a speech-enabled enhancement to the Automated Attendant functionality to enable employees and outside callers to say the name of an employee and be automatically connected. End-User Web Tools – allows users access to Cisco Personal Communications Assistant (PCA) to manage their voicemail options and Personal Call Transfer Rules. Cisco Unified Presence (Instant Messaging & Presence). Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 4 of 27 Mobile Health Worker Cisco Unified Presence is a standards-based enterprise platform that brings people together in and across organizations in the most effective way. This open and extensible platform facilitates the highly secure exchange of presence and instant messaging (IM) information between Cisco Unified Communications and other applications. With this integral component of the Cisco Unified Communications system, users can: Facilitate faster decision making and enhance productivity using presence awareness to view the availability of your colleagues and reduce communications delays. See the availability of partners and customers in other organizations and exchange instant messages with them. Simultaneously support Cisco Unified Communications and standards-based XMMP clients with this dual-protocol platform that natively supports both SIP/SIMPLE and XMMP on a single software appliance. Speed up business processes and improve first-call resolution and customer satisfaction by providing availability information and communication capabilities in existing web and business applications. Meet business requirements with enhanced enterprise IM capabilities such as group chat, persistent chat, IM logging, IM history, and compliance. Cisco Jabber (UC client for multiple devices) Cisco Jabber provides the best user experience across broadest range of platforms, browsers and device. Users can utilize Jabber as a rich client, a mobile client, a web client or a virtualized client on PC, Mac, tablet, smartphones and virtual desktop clients Cisco Jabber lets users be more productive from anywhere on any device allowing them to find the right people, see if and how they are available, and collaborate using their preferred method to get answers and make decisions faster. Third party Applications One Cloud Cisco is an open architecture, so while it delivers the above collaboration applications, it also uses them to connect to third-party applications and devices such as Microsoft or IBM, Windows or Mac, iPhone, BlackBerry or Android, or even Google applications. Any combination of end-user clients, devices, and applications from Cisco or third parties access this core – and whichever they choose, they get a familiar experience. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 5 of 27 Mobile Health Worker 2. Information Assurance One Cloud Cisco is assured at IL2 as audited by KPMG. BT Designers engaged on the security design of the BT VMP, which includes One Cloud Cisco, work in teams that hold current BS7799 and ISO027001 accreditations. This ensures that the teams work within a well-defined Security Framework with tried and trusted security procedures. These teams have been audited by Lloyds to meet the BS7799:2000 standard. BT operates a mandatory internal BT security evaluation and certification scheme (BTSECS) that is based on the ISO27001 framework Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 6 of 27 Mobile Health Worker 3. Ensuring Data Integrity One Cloud Cisco architecture is a fully redundant & scalable multi-customer architecture. Each customer has a unique instance of Cisco Unified Communications Manager (CUCM) applications on a virtualised Vblock GX300 platform running VMware and Cisco Unified Computing System (UCS). One Cloud Cisco is deployed in the Voice and Multimedia Virtual Data Centres (VM-VDC) in Manchester, Wolverhampton and Birmingham. Customer WAN 21C Converged Site Wolverhampton HCS UCS GVA HCS UCS GMV NOAS-CS UK 21C Converged Site Manchester 21C Voice VPN Global Boundary SBC PSTN 21C Converged Site Birmingham SDIN C3/G9 BT One A-SBC BT One A-SBC Figure 2: High Level Architecture Within the One Cloud Cisco architecture, each customer is served by dedicated, virtual applications. Thus the customer retains the benefits of dedicated software whilst retaining carrier-class reach and resiliency. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 7 of 27 Mobile Health Worker One Cloud Cisco Physical Architecture The Vblock, Nexus 7k switching layer and ASA firewalls are deployed in Manchester & Wolverhampton in a geo-redundant architecture; Manchester will be the primary VM-VDC and Wolverhampton the secondary. The CUBE-SP is deployed in Manchester and Birmingham. Figure 3: Physical Architecture One Cloud Cisco is comprised of three layers; 1. Customer Layer: This layer implements the different customer and sites as known today. It comprises of IP phones connected to LAN switches, PE routers connected to the IP Connect UK MPLS network. 2. UC Infrastructure Layer: This layer contains all the virtualised, per-customer instances of Cisco Unified Communications Manager (CUCM), CUCxn, CUP etc. running in a common VM-VDC environment. It contains ASA5585 series virtualised firewalls. 3. Aggregation Layer: This layer aggregates all SIP trunks from the different clusters to offer PSTN access in both directions (incoming and outgoing calls). Additionally, it provides IP address translation and media/signalling anchor point for inter-customer and off-net calls. The BT One A-SBC (Cisco Cube SP) provides aggregation of SIP trunks from clusters and the PSTN function will be provided by the SDIN platform via CS-NOAS-UK platform. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 8 of 27 Mobile Health Worker Please note customer access via the Generic Voice Access (GVA) is via IP Connect UK. Planned future options will be customer access via Ethernet Connect UK and the Internet. Geo-Redundant Architecture Geo-redundancy is provided for all UC applications by distributed clustering over layer 3. Geographic resilience for the One Cloud Cisco platform is based on application and signalling level resilience mechanisms rather than IP. Each VM-VDC is self-contained and only routes to customer access networks via local connectivity. Both VM-VDCs are active at the same time for the majority of One Cloud Cisco hosts. Under normal operation each customer will be using One Cloud Cisco devices spread across the two VM-VDCs. The general principle is that should the primary device fail an alternative will be used in the other VM-VDC whilst the primary is restored (using standard VMware tools). An IP phone will have SCCP (Skinny Client Control Protocol) signalling to its primary Subscriber and a keep-alive to its secondary Subscriber. Phones will be provisioned so that the primary and secondary Subscribers are in different VM-VDCs. Should the primary Subscriber fail, the secondary will be used. Figure 4: Geo-Redundant Architecture Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 9 of 27 Mobile Health Worker Component Resilience The main mechanism to provide Platform resilience is hardware redundancy. This is achieved by providing extra hardware units to allow for equipment failure. Three types of redundancy are provided for the components in the platform, 1. Active/Active operation - In this mode two physical units are provided and both are active at the same time. 2. Active/standby operation - In this mode two physical units are provided, one active unit and one inactive hot standby unit. The operation of the inactive is synchronised with the active unit, in the event of a failure of the active unit the inactive will take over and so preventing a disruption to service. 3. Load-sharing operation - As with active/standby mode two physical units are provided, however both units are active, each handling roughly half the workload. In the event of a failure of either unit, the other unit takes over the failed unit’s workload and so preventing a disruption to service. The following table summarises the hardware redundancy for the Platform components: Component Type of redundancy Support for geo-resilience CUCM Subscriber Active/Active Yes Nexus 1000v Active/Active Yes Cisco UCS 6248 Active/Active Yes Nexus 5548 IP Switches Active/Active Yes MDS 9148 Storage Switches Active/Active Yes Nexus 7K Active/Active Yes ASA 5585 Active/Standby No Cube SP (BT One A-SBC) Active/Standby No Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 10 of 27 Mobile Health Worker 4. On-boarding, Off-Boarding and Migrations On-boarding would start upon receipt of a Customer request for service. The ease or complexity will vary greatly depending upon individual requirements. For example deployment to a Greenfield site can be straightforward whereas migrations from multiple sites where existing services exist can be complex. In our experience there is usually a degree of migration involved. In all circumstances BT will work with the Customer throughout pre-sales, planning, implementation, testing and in-life phases of the project. During the early stages BT adopts a “White Paper Design” process, the purpose of which is to arrive at an agreed and unambiguous solution design and agreed scope of work. BT also includes within the planning, implementation and testing phases a face-to-face project manager. There are no additional costs for the project manager employed on One Cloud Cisco. With the availability of both the line appearance and trunking aspects of the service it is possible to manage any migration at a pace that suits the Customer and ensure that return on existing investment is achieved. The major steps involved in the on-boarding process are: White Paper Design to agree solution design and scope of work. Detailed data capture to establish telephone numbers / DDI ranges, dialling plan, end user features sets, IP configurations details, phone types, active directory mapping. Network in terms of site requirements of LAN, WAN connectivity on Customer side and connectivity to the One Cloud Cisco service. On site requirements covering cabling, installation of CPE, delivery and configuration of end-user devices. One Cloud Cisco platform configuration for Customer instance and end users/devices with agreed user profiles. Changeover day activities, number porting, testing and Customer sign-off ready for Brining into Service and handover to maintenance. These activities are expected to be carried out during normal working hours. 08:00 – 17:00 Mon – Fri. Any work requested to be done outside of the above hours will be subject to out of hours Time Related Charges (TRC’s). Off-boarding would again start with a Customer request, this time for service cessation. The request should be sent to the BT account manager. Off-boarding would typically be requested due to migration to another supplier’s service or simply no longer requiring the service. In either event BT will meet all necessary obligations and work with the Customer to ensure a smooth transition. Depending on the nature of the contractual arrangements early termination charges may apply. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 11 of 27 Mobile Health Worker 5. Service Management Service Desk A Single Point of Contact (SPoC) for all Customer enquiries originating from the Customer’s own administrator is available 24x7x365. The Service Desk will use structured, diagnostic questions to establish the detail of the incident and will use this information to evaluate if the fault can be resolved by the Service Desk or require investigation by another team. In the event of an incident BT will seek to restore the Customer’s normal service as quickly as possible and to minimise the adverse impact on the Customer’s business operations, thus ensuring that the contractual levels of service quality and availability are maintained. The Service Desk structure acts as the support for the service and is responsible for the monitoring and driving of the resolution process of all registered incidents - the BT Service Desk owns all incidents. Incident Recording and Alerting The incident process is triggered when the BT Service Desk is alerted to an incident activity; BT adopts the following incident management process. All incidents will be recorded in terms of: Symptoms. Basic diagnostic data. Information about the Solutions element(s) and service(s) affected. Irrespective of the mechanism or pathway through which incidents are recorded, the BT Service Desk will be provided with Customer Update Target Time alerts, which will enable BT to maintain overall control and provide updates in line with the Customer’s expectations and contractual requirements. Incident records raised will be analysed to discover the reason for the incident. Incidents will be classified on priority and impact. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 12 of 27 Mobile Health Worker Resolution and Recovery After successful execution of the resolution or work around activity, service recovery actions will be carried out by BT technical specialist staff: The BT Solutions Management Tool has the ability to record events and actions during the resolution and recovery activity. The BT record of an incident will be regarded as the definitive record of an incident for contractual and/or statistical reporting requirements. At the end of an incident: A resolution will be recorded with a time stamp on the BT Solutions Management Tool. In the case of a work-around, the resolution time will be recorded. A work-around will be deemed as end of incident but the incident record will remain open until the service can be repaired or until the service can be restored. This will issue a change requirement for the new service element (if required). A Customer may request that the incident record remain open even though the service issue has been resolved, via a workaround, until the original incident has been rectified. This may involve excluding the resolution time as part of the procedure on BT's Solutions Management Tool and this would be recorded as an exception within the monthly Quality of Service report. Incident Tracking and Customer Communication BT has established procedures to ensure that each individual incident is resolved within the agreed timeframes per the agreed service levels. Structurally there is a tiered hierarchical framework for the resolution of incidents and problems. The Service Desk provides the 1st line support. The Tier 2 support provides more technical expertise to resolve incidents and problems such as configuration problems, and changes to routing. The Tier 3 support provides detailed technical knowledge to enable the Customer’s network infrastructure to be reviewed where necessary and suggestions made as to specification changes and upgrades. Communications to Customers are owned by the Service Desk, who will liaise with Tier 2 and 3 support to provide timely updates in line with contractual requirements. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 13 of 27 Mobile Health Worker Moves & Changes For Moves and Changes that cannot be implemented by the Customers Administrator via the GS Portal Self-Care functionality, BT offers a chargeable service. Moves and Changes are categorised the different types of changes into Type ‘A’ and Type ‘B’ and then charge for these as follows: Type ‘A’: Type ‘B’: 0.5 Units. 1.0 Units. Notes: 1. Lead times for any Dial Plan changes are subject to negotiation and will be priced on application. 2. The above moves and changes timescales are for the One Cloud Cisco product configuration only and do not include the fitting of any LAN CPE, IP Phones or Expansion Modules. It is recommended that Customers check current lead times prior to ordering equipment and carry a stock of CPE in order to mitigate the effects of any equipment malfunction. 3. Each time a voice gateway is deployed on a customer site the IP address of the gateway must be provided in advance to allow the Provisioning Team enough time to complete the firewall update and organise the PEW for implementation. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 14 of 27 Mobile Health Worker 6. Service Constraints Planned Engineering Works (PEWs) regularly keep the service updated. BT issue minor release updates at 6 monthly intervals with a major software release every twelve months. In addition periodic updates are released to ensure platform security and integrity is maintained. Before any software release is deployed BT, in conjunction with Cisco, undertakes a rigorous testing regime utilising BT’s test instance at the BT Adastral Park Laboratories. This includes trialling of upgrade processes, timing and back-out procedures in the event of failure. The testing is jointly scoped by BT and Cisco. Cisco then delivers the release or code version to BT where it is loaded in the BT Network Assurance laboratory. BT undertakes regression testing including interoperability with BT operating systems and 21CN Safe to connect certification. This is conducted by BT and on successful testing completion the release is signed out for implementation to the live platforms. Minor and major releases are carried out by Cisco Advanced Services. After the upgrade is certified, a delivery manager is assigned to take this release through the Planned Engineering Works process. There is a rigorous process of acceptance with all changes taken through a programme board. The programme board confirms: All testing has been signed out. Affected Customers have been notified of the upgrade process and planned works. Risks have been mitigated. A project timeline and upgrade window has been allocated. Governance procedures have been followed. Resources have been allocated. BT and Cisco AS engineering resources can be physically present in the One Cloud Cisco Point of Presence (PoP) location or can invoke the upgrade via secure management access systems. The Planned Engineering Works process outlined above will engage the Account Manager who will communicate and discuss any planned changes well in advance of platform upgrades or service effecting changes directly with the Customer. The BT Account Team will work with the Customer’s Change Management Team and within the approval processes to make sure every detail is planned and risk mitigated. All BT Service Desk and Operational support units will be placed on a heightened state of awareness and monitor for unexpected events. This may include some test call flows, scripted testing or enhanced automated systems monitoring. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 15 of 27 Mobile Health Worker 7. Service Levels Platform Availability The highly resilient One Cloud Cisco architecture, described in section 1, enables the following core platform service levels: SLA Service Availability Packet Loss Jitter MOS (Mean Opinion Score) Round Trip Delay (N.B. currently only measured one way) Normal Call Completion Rate PDD (Post Dial Delay) Maximum Value 99.99% 0. 5 % 25ms 3.7 300ms (150ms) 99.75% for 95% of calls 4 seconds Service Incident On receipt of a service incident the service desk will log the incident on the BT Trouble Ticket System. The BT Service Desk will firstly triage the incident resolving wherever possible. In the event the service incident is unable to be resolved at this point the incident will have a priority rating assigned according to the following definitions: Priority Type Description Target Time Taken Priority 1 Customer experiences a loss of service that cannot be circumvented. Customer cannot perform business functions 2 hours Priority 2 Customer’s service is partially interrupted or impaired and cannot be circumvented 4 hours Priority 3 Medium impact on Customer’s business and can be circumvented; large percentage of business functioning normally 12 hours Priority 4 Little or no business impact e.g. requests for monitor or planned outage 24 hours The BT service desk will keep the Customer Informed (KCI) of progress of fault resolution in accordance to the following: KCI 1 - Enter Fault: Customer fault reference number. KCI 2 - 1 hour update. KCI 3 - 3 hour update. KCI 4 - 5 hour update. KCI 5 - hand back to customer. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 16 of 27 Mobile Health Worker After 5 hours the fault will be passed to the escalation duty who will update the customer at regular intervals where necessary. The service levels One Cloud Cisco works towards are: .Care Level Total Care Issue 1: 1 April 2014 © British Telecommunications plc 2014 Coverage Hours 24 hours per day, 7 days per week including Public/Bank Holidays Response Time 4 Hours Target Fix Time 8 hours Page 17 of 27 Mobile Health Worker 8. Financial Recompense Model BT does not operate a Service Level Guarantee scheme for One Cloud Cisco. In the event of dissatisfaction with the service the Customer should contact the Account Manager or Customer Service Manager. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 18 of 27 Mobile Health Worker 9. Training BT offers training to both end users and the Customer’s administrators who use the Administration portal. Options include: Online end-user device user guides. Online administration portal help facility and user guides. Face-to-face training sessions for administrators. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 19 of 27 Mobile Health Worker 10. Ordering & Invoicing Process Requests for service should be directed to the Customers Account manager in the first instance. The account manager will bring together a team of experts from BT who will work with the Customer to refine the request. Through the account manager and assigned project manager the Customer will be provided regular updates on progress. The service will be provided as described in section 4. Once the service has been brought into Service (BIS), i.e. signed-off by the Customer as working, BT will raise the initial invoice. The initial invoice will cover any set-up fees and the first period of rental. Usage charges are invoiced in arrears. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 20 of 27 Mobile Health Worker 11. Termination Terms Full details are set out in the associated T&Cs. For clarity either Party may terminate any Service or Order at any time after the Minimum Period of Service (should one apply) by giving ninety (90) days’ written notice to the other. The Customer shall be liable for any outstanding Charges for Products or Services received and any applicable termination compensation as set out in the applicable Schedule or Order. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 21 of 27 Mobile Health Worker 12. Data Restoration / Service Migration One Cloud Cisco operates in a Geo-resilient, active – active, virtualised environment. In such an environment Customer data, including configuration data, is held across two separate SAN databases. In the event one fails the other will immediately be utilised thus maintaining service continuity. Data is backed-up daily and can be used to restore any data loss. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 22 of 27 Mobile Health Worker 13. Customer Responsibilities The One Cloud Cisco service annex details specific Customer and BT responsibilities. These principally revolve around the timely provision of information, site requirements and service boundaries. Particular attention is drawn to the need for the Customer to provide accurate information pertaining to location addresses. This is specifically for use by emergency service organisations in response to any 999/112 call. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 23 of 27 Mobile Health Worker 14. Technical Requirements Technical requirements can be many and varied according to the specific nature of the Customer requirement. As part of the On-boarding process described earlier BT and the Customer will work through a pre-bid process that captures a full and complete set of agreed requirements with associated solution design. The solution design will identify any specific client side requirements. This could include, but not limited to, bandwidth supply with associated EF/CoS requirements, on site CPE such as routers, LAN switches, cabling, power, WAN connectivity (either from BT or third party) and technical information such as IP addressing details, feature requirements, numbering plans and numbers with correct address and post code detail. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 24 of 27 Mobile Health Worker 15. Trial Service BT offers a pricing option where there is no term commitment. As such the concept of trials becomes unnecessary. The service can be ordered as described in section 11 and terminated at a time the Customer chooses. Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 25 of 27 Mobile Health Worker 16. Further Information One Cloud Cisco Licencing – IP Appearance Types Within One Cloud Cisco there are four IP Appearance licence types: Base. Voice. Collaborate. Anywhere. Licencing is on a User and Device type basis as per the diagram below: Figure 5: IP Appearance: Users and Devices Base Limited to use with low end phones (e.g. analogue and Cisco 3905). Single device. IM and Presence (Basic Jabber – no voice). Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 26 of 27 Mobile Health Worker Voice Limited to use with low end phones (e.g. Cisco 7821, 6921). Single device. Single Number Reach (Mobile Connect). Extension mobility (dependent on phone type). IM and Presence (Basic Jabber – no voice). Collaborate All device types. Single Number Reach (Mobile Connect). Single device. Extension mobility (dependent on phone type). Full Jabber UC. Anywhere All device types. Single Number Reach (Mobile Connect). Up to 10 devices. Extension mobility (dependent on phone type). Full Jabber UC. Unified Messaging. Figure 6: One Cloud Cisco Users Issue 1: 1 April 2014 © British Telecommunications plc 2014 Page 27 of 27