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Text Box: STC LINES—April 2005
Text Box: New Dimensions In TCO, Part One    
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	InfoTech conceived this study to look closely at the maintenance and lifecycle cost-of-ownership issues associated with IP telephony systems. 	They developed and distributed a complex RFP for an IP telephony system, primarily to compare responses with respect to the common service elements involved in maintenance agreements covering IP telephony environments. Table 1 lists the basic site specifications, in terms of hardware and connectivity.
	The RFP also included a total of 23 maintenance elements to be included in an extended service agreement for IP telephony systems:
Service Plans & Site Coverage
Onsite Support Including Terminals
Remote Monitoring & Performance
Remote Monitoring Reports
Software Support
Hardware Support
Onsite Work-to-Completion Commitment
Warranty Coverage Issues
Security and Fraud Prevention
Power Surge/Lightning Protection
Multi Vendor IP Troubleshooting
Network / Telco Coordination
Preventative Maintenance
Technical Assistance Center  / Helpline
Configuration Backup
Complex Administrative Support
Emergency Service Plan / Disaster Recovery
National Service Management Support
Asset Surveys / Pricing Adjustments
Asset Mgmt/ Services / Tools
Reports & Web Support Capabilities
Web Interfaces / Online Tools
SLA & Service Guarantees
Text Box: 	Table 1:  RFP Site Specifications                       Courtesy of InfoTech

     Submission deadlines for forthcoming issues are June 17 and September 23.

     LINES exists to further the interests of the STC and help create value for its members. We welcome article submissions from members of the STC community that will further the objectives of encouraging qualified consultants to join the STC, raising the visibility of the organization and promoting good internal communications.

      At this time, LINES does not carry advertising, and as a matter of policy does not publish promotional articles for telecom products or services.

      Each LINES issue will be posted on the public side of the STC web site and thus will be accessible worldwide through the Internet. LINES will also be pushed out to the STC’s network of contacts in the telecom industry, as well as to the media. The editorial staff will review and respond to each article submitted for publication. Please submit articles in MS Word, to stchdq@stcconsultants.

Special Note For

LINES Contributors

       Some of these elements were actually multifaceted categories. For example, in order to create the speci-fied maintenance contract package, respondents were required to detail any uplift charges needed to accom-modate service elements not inclu-ded in the basic system warranty.

Line Item Maintenance Charges

       The RFP section on maintenance charges used a distinctive approach. First, respondents were required to specify the maintenance features included in their basic offer and clearly identify any that required uplift charges during warranty and/or other charges outside of the contract fees. Then they were required to fill in a matrix showing annual charges for the contract elements, first year warranty uplift charges, annual “other” charges and any miscellaneous one-time charges.

       The annual charges were extended to show the total cost for four years, and the bottom line added in all the one time charges for a total view of maintenance costs.

       Thus, the most basic objective of the study was to demonstrate the

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