T-Mobile's Response for Unified Communications as a Service
City of Kalispell
Response for
Unified Communications as a Service
Friday, June 2, 2023
Kent Bacon
Account Executive - Government
509.979.3122
kent.bacon4@t-mobile.com
Friday, June 2, 2023
Erika Billiet
City of Kalispell
201 First Avenue East
Kalispell, MT 59901
Dear Erika Billiet,
T-Mobile USA, Inc. (T-Mobile) is excited for the opportunity to work with the City of Kalispell Procurement
Officials Executive team on the RFP for Unified Communication as a Service (UCaaS). Our contributions to
the communications success in the Government space have just begun and we are certain that the best
innovations are ahead.
Over the past few years, we have been driving positive change in the telecom industry, introducing changes
like unlimited rate plans at fair prices, free international data in more than 215+ countries, and the ability to
budget your wireless expenses with no surprise overages. Our customer base has grown to 114.9 million
and customers are staying with T-Mobile longer. We have a dedicated support and engineering team to
help you with on-boarding and transition services, and to support you through the duration of our
partnership.
Coverage is important, and we continue to deliver an exceptional experience on our nationwide 4GLTE
network which now covers 331 million Americans. We have invested $30 billion in our network growth,
making our 5G network the largest, fastest and most reliable to support our customers covering 326 million
people.
Government customers need national network coverage and unlimited plans, and we deliver on both.
Unlimited rate plans without overage fees and penalties.
Flexible financing and subsidized options with the latest equipment.
Options for inbuilding coverage that include building infrastructure systems and small cell
deployments.
Network reliability Disaster Recover and Business Continuity to keep you connected when natural
disasters hit.
T-Mobile’s proposal includes certain professional services provided by Dialpad. Currently, these services
are billed to a customer directly by Dialpad. Dialpad is a T-Mobile-supported application designed to work
with the way government customers' employees work today — whether it's at their desk or away from their
desk. Customers will have one secure unified method for their business, which will allow them to cut the
cord and eliminate their private telephone network. Dialpad customers will receive a phone number that is
specific to Dialpad service.
We look forward to implementing viable solutions to meet your needs for the best possible value.
Sincerely,
Kent Bacon
T-Mobile for Government Account Manager
509.979.3122
kent.bacon4@t-mobile.com
12920 SE 38th Street, Bellevue, WA 98006 www.t-mobile.com
DocuSign Envelope ID: D81FFE24-BF64-4502-8090-342004C29606
Friday, June 2, 2023 T-Mobile Confidential i
Table of Contents
3.3 Qualifications Criteria
3.3.1 General Information ............................................................................................................................................ 1
3.3.2 Relevant Company Experience ......................................................................................................................... 3
3.3.3 Company Qualifications ..................................................................................................................................... 3
3.3.4 Contract Understanding and Approach .......................................................................................................... 4
3.3.5 Approach to Contract Management ................................................................................................................ 5
3.3.6 Proposal for Project ............................................................................................................................................ 5
3.3.7 Other Factors ...................................................................................................................................................... 13
Signed Exhibit B
Friday, June 2, 2023 T-Mobile Confidential 1
3.3 Qualifications Criteria
3.3.1 General Information
Description of company
We trace our roots to the 1994 creation of VoiceStream Wireless PCS as a
subsidiary of Western Wireless Corporation. After its spinoff from parent Western
Wireless in 1999, VoiceStream was purchased by Deutsche Telekom AG in 2001
for $35 billion and renamed T-Mobile USA, Inc., in July 2002.
In 2013, T-Mobile and MetroPCS merged and started trading as T-Mobile U.S. On
April 1, 2020, T-Mobile completed its merger with Sprint Corporation. Based in
Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates
its flagship brands, T-Mobile and Metro by T-Mobile.
Our mission
It’s our mission to be the best in the world at connecting customers to their
world. We built the largest and fastest 5G network in America, and we’re breaking
down 5G barriers and bringing the latest technologies, like AI and XR, to our
customers. While our network grows, we’re leading innovation for the mobile web
and the Internet of Things.
Our values
We are the Un-carrier, a team of bridges, not silos. A team of allies, not heroes. A
team that works left-right, not top-down.
LOVE OUR CUSTOMERS
We don’t just do customer service. We do customer love. We listen, resolve their
pain points, and put them first.
ONE TEAM, TOGETHER
We celebrate each other. Listen to and empower each other. INCLUDE each other.
We value what each person brings. That’s how we win.
DREAM BIG AND DELIVER
We aim high. We step out. Take smart risks and own our results. We act like
owners because we ARE owners.
DO IT THE RIGHT WAY−ALWAYS
We do the right thing. For our customers, our shareholders, society, and each
other. Every time.
WE WON’T STOP
We are relentless. Striving. Never complacent. We find a way, busting down
barriers. We don’t wait for change, we make it.
Friday, June 2, 2023 T-Mobile Confidential 2
Legal company organization; organization chart with names List of applicable Montana licenses
Legal Company Organization
Public - T-Mobile USA, Inc. is a wholly-owned private subsidiary of T-Mobile US, Inc., a publicly-traded
company.
Account Support
Our mission is to serve your organization and help address all your telecommunications needs. Your account
support team has a direct stake in your success and will work to ensure you are always getting the most out
of our relationship. They will work with your account administrators quarterly to help you analyze current
plans and future mobile workforce requirements.
Brett Meisenheimer
Dedicated Expert
360-644-0714
Bret.meisenheimer1@T-MobileSupport.com
They will be your first line of contact for invoice
reviews, report requests, and technical support.
Eric Spinks
Dialpad Solution Engineer
925-380-2233
Eric.spinks@T-Mobile.com
They will help you manage the successful
migration to T-Mobile solutions. They will
consult with your teams to develop an
implementation plan that ensures a smooth
transition, with minimal impact on your day-to-
day operations.
Casey Muilenburg
Solutions Engineer
206-290-4793
Casey.Muilenburg@T-Mobile.com
They will provide technical support and
consultation on the integration of your
solutions. They will architect solutions to meet
your business objectives.
Carl Done
Sr. Public Sector Sales Manager
425-281-6282
Carl.donel@T-Mobile.com
They will support the account team to ensure
you reach your communications goals. Their
ongoing support will ensure relationships are in
great standing and account projects are
completed within your expectations.
Kent Bacon
Government Account Executive
509-979-3122
Kent.bacon4l@T-Mobile.com
They will be your primary point of contact, and
help you drive your business’s success. They
will help you analyze your business needs,
consult on services and products to increase
productivity, and recommend solutions as your
business evolves.
Derek Casebolt
Regional Director
469-269-7131
derek.casebolt@T-Mobile.com
They will be your direct liaison for any
escalated issues with our partnership.
Our team is built to
support you
Friday, June 2, 2023 T-Mobile Confidential 3
Applicable Montana Licenses
T-Mobile is registered with the state Public Service Commission (PSC) and is not required to have a
certificate to operate from the Montana PSC. T-Mobile has the necessary registrations to remit applicable
transaction taxes, including excise, 911, and DEAF.
3.3.2 Relevant Company Experience
a. Applicant’s overall reputation, service capabilities and quality as it relates to this Proposal.
About Dialpad
Dialpad is the global leader in AI communications for business, transforming how the world works
together. Dialpad customers benefit from truly unified business communications platform, including a
cloud business phone system, text and team messaging, AI powered video meetings, and the most
advanced customer engagement platform—AI Contact Center, all in one beautiful app. More than
7,000 innovative brands and millions of people use Dialpad to connect their teams from the biggest
brands like Xero, Netflix, T-Mobile, Twitter, Uber, and We Work.
b. Provide three references, preferably government or municipal references, of comparable size and
scope of services, including a description of the services that were performed for each of the
references. Include the name of the company, contact name, telephone number and email address of
the individual who can verify the account and provider’s performance. The City reserves the right to
verify these references.
We are unable to provide references due to pending approval from our customers to share their
information in a public bid. Upon approval of the customers selected, we can provide references, before
contract award.
c. List and describe any litigation; arbitration; claims filed by your firm against any other jurisdiction as a
result of a contract dispute; any contract or negligence claims filed against your company;
premature termination from a services agreement.
As is typical for companies of our size, T-Mobile is, and has been, subject to many different
administrative complaints and charges related to our products and services. Such proceedings are
common, and we respond to them in the ordinary course. As is also common, often such proceedings
are privileged or otherwise confidential. To the extent any such matter is material, it is disclosed in T-
Mobile US, Inc.'s SEC filings. Currently we are unable to identify any pending litigation or threats of
litigation, claims, lawsuits, or judgments that could potentially affect the products and services
provided.
d. Applicant’s capacity and intent to proceed without delay if selected.
T-Mobile has reviewed the project completion date requirements and confident we will be able to meet
the completion date.
3.3.3 Company Qualifications
a. Describe the company’s history in the industry. Provide resumes of key personnel in Appendix A. List
professional continuing education
T-Mobile USA, Inc. (T-Mobile USA), a Delaware corporation, was formed in 1994 as VoiceStream
Wireless PCS (VoiceStream), a subsidiary of Western Wireless Corporation (Western Wireless).
VoiceStream was spun off from Western Wireless in 1999, acquired by Deutsche Telekom AG (DT) in
2001 and renamed T-Mobile USA, Inc. in 2002. In 2013, T-Mobile US, Inc., a Delaware corporation, was
formed through the business combination of T-Mobile USA and MetroPCS Communications, Inc.
(MetroPCS). The business combination was accounted for as a reverse acquisition with T-Mobile USA as
the accounting acquirer. In September 2018, we announced the rebranding of our prepaid brand,
Friday, June 2, 2023 T-Mobile Confidential 4
MetroPCS, as Metro™ by T-Mobile. On April 1, 2020, T-Mobile US, Inc. officially merged with Sprint
Corporation, making Sprint Corporation a subsidiary through a share exchange.
b. Briefly describe certifications and licensure held by the company in the state of Montana.
T-Mobile is registered with the state Public Service Commission (PSC) and is not required to have a
certificate to operate from the Montana PSC. T-Mobile has the necessary registrations to remit
applicable transaction taxes, including excise, 911, and DEAF.
c. If applicable, identify all short-term and long-term subcontractors and their roles in the proposed
solution, including the Proposer’s relationship with the subcontractor.
With respect to subcontractors, T-Mobile will not be utilizing sub-contractors or agents to provide the
products or services under this RFP or the resulting contract. Any third parties, including affiliates,
roaming partners, suppliers, and subcontractors that have entered into agreements with T-Mobile in
support of T-Mobile’s general operations and/or commercial product and service offerings, as opposed
to the City and its end users specifically, are not considered subcontractors or agents under the terms
of this RFP (or the resulting contract, if any).
d. If applicable, identify all 3rd party vendors and their role in the proposed solution, including the
Proposer’s relationship with the 3rd party vendor.
T-Mobile will not utilize 3rd party vendors to deliver the solution.
3.3.4 Contract Understanding and Approach
a. Describe your understanding of the scope of work and the particular expertise your company has in
this area of work.
With a need for 200 Dialpad licenses and IP phones, as stated in Exhibit A, T-Mobile is ideally positioned
to help you meet your growth needs through the deployment of Dialpad’s mobility solution. T-Mobile
has been a Dialpad partner for over 5(?) years, after having deployed the solution in-house for T-
Mobile’s field Sales and Solutions Engineering teams nationwide. T-Mobile’s Cloud SoIutions
Implementation team currently deploys Dialpad for T-Mobile customers. The team comprises T-
Mobile’s Cloud Solutions expertise, and holds the most certifications within the company. T-Mobile’s
centralized Cloud expertise allows their certified engineers to collaborate across various disciplines,
maximizing the team’s effectiveness, no matter the issue. The team, along with T-Mobile’s Business
Technical Support, works directly with Dialpad to provide provisioning, Solution lifecycle, and break fix
support to our customers.
b. Identify and discuss any potential difficult issues your company may face in providing services within
Flathead County.
The benefit of Dialpad’s mobility platform is that it resides within the cloud and is deployed the same
way, regardless of location. Provided the office in Flathead County has a sound internet connection,
Dialpad functionality can be effectively deployed. Limitations may exist when wireless connections
outside of the office are utilized. Dense foliage combined with varied elevations creates a complex
environment which can impact wireless signal propagation. This characteristic of wireless networks
exists for all carriers and wireless service providers.
c. Identify and discuss methods to mitigate these difficulties.
In-office IP Phones can also enhance the user experience in those offices where wireless may be
unavailable or less than optimal. Utilize in-building WiFi to supplement the cellular network. In-Building
DAS systems can be built out in remote offices where wireless cell signals are limited.
Friday, June 2, 2023 T-Mobile Confidential 5
3.3.5 Approach to Contract Management
a. Describe your company’s approach in initiating and establishing the service that meets the needs and
requirements of the City.
Discuss use cases, workflows, integrations, etc. with Kalispell team with the intention of scheduling a
custom demonstration to show how Dialpad can provide a solution that meets the needs of the City.
b. Describe systems used for planning, scheduling, estimating and managing manpower requirements.
We release two types of updates: Passive and Required.
Passive - if you don't update right away you'll still have access to the app.
Required - you'll need to update the app before you can access any of the app's features.
Our updates include new features, bug fixes, and behind the scene tweaks.
Dialpad recommends that users update the app when prompted.
Whenever we update our desktop apps, we send out a banner notification to give you the option to
update. If you ignore the update, you can still manually force an update on the native and chrome app.
The Dialpad release happens roughly once per week, with a few notable exceptions, e.g., holiday
season, ‘no release week’ once per quarter, etc.
c. Describe the firm’s experience in maintaining training and certifications of personnel.
T-Mobile has developed several employee training policies based on individual roles and
responsibilities. We have established annual employee training based on regulatory and compliance
requirements to help ensure appropriate use, handling, and incident reporting, to include such topics as
customer personal information, business ethics and compliance, internal records management,
employee diversity and inclusion, employee health and safety, privacy and security awareness. Our T-
Mobile Professional Standards Training includes online interactive lessons on applicable laws,
regulations, and internal policies.
Also, T-Mobile encourages and offers Magenta University and online courses through the Cornerstone
training portal for employee learning and development needs. It’s our employees’ one-stop-shop to find
resources to grow a skillset, gain new perspectives, learn new things, explore career options, and
become a leader.
3.3.6 Proposal for Project
a. Provide a work schedule with beginning and ending times that meet the scope criteria.
Dialpad standard deployment overview
The Dialpad deployment process through T-Mobile is managed by one project manager. We have three
different tiers of deployment to meet your needs. Below is a standard deployment timeline consisting
of four phases:
1. Plan and design, typically between 1-3 days*
2. Setup and training, typically between 1-2 days*
3. Verification, typically between 2-10 days*
4. Closeout, typically 1 day*
Phase 1: Plan and design
Within 3 days of your Dialpad deployment request being sent to T-Mobile Certified Cloud Professional
Services (CCPS), your CCPS deployment manager will reach out to you to set up the first meeting to
discuss your business and project requirements. This meeting will determine how to best deploy the
solution and will result in a formal project plan and timeline.
Friday, June 2, 2023 T-Mobile Confidential 6
Phase 2: Setup and training
After all the required information is gathered via the plan and design process, your deployment
manager will work with you to set up the solution in your live environment in preparation for testing and
deployment to your end users.
We will schedule a call shortly after your solution is successfully set up to train your admins on the
console. A small set of test users can be utilized if requested to allow you an opportunity to fine tune
the solution prior to full implementation. Once setup is complete, we will schedule all your ports to
move into Dialpad. **
Phase 3: Verification
While waiting for your ports, you can test your environment to make sure it is operating as designed and
meeting all your business objectives.
After your users are invited/onboarded and your numbers ported, we will work with you to set up a user
training session to ensure your users are comfortable with and understand how to use the solution.
Once we have augmented your environment to best meet your business needs, we will meet to answer
any questions you have and to adjust the solution accordingly.
Phase 4: Closeout
We will host a final call to review your business needs and discuss how the solution is meeting those
needs. We will also introduce you to your dedicated support team.
* Timeframes are driven by the agreed upon project plan between the customer and T-Mobile Certified Cloud Professional
Services. These timeframes may be impacted by the timeliness of information being provided to the assigned deployment
manager and the complexity of the deployment.
** Porting into Dialpad requires 3-5 business days for local numbers and 5-10 business days for Toll-Free numbers. These
timeframes cannot be shortened. Your deployment manager will work with you to ensure there is appropriate buffer time
when submitting your ports to ensure business continuity.
b. Provide a full schedule of proposed work methods, including following industry standard “best
practices” for implementation of a hosted solution that meet the scope criteria.
Our approach to implementation is grounded in a consistent and predictable migration process and
dedicated support. Upon further discovery of the scope, we’ll collaborate with you to build a plan that
meets the needs of your unique organization.
c. Provide the solution design and configuration, orders (services and equipment), provider services
installed and tested, equipment placement and testing, and training within the full schedule.
Dialpad's unique split-cloud architecture, combining proprietary Data Centers with the native Cloud
Capabilities of Google Cloud Platform (GCP) allows our customers to connect to Dialpad over the open
internet while maintaining the call quality that customers expect. The Dialpad application is built and
lives within the Google Cloud Platform (GCP), and as such is redundant within each of Google's 60+
data centers all over the globe. The various applications (and integrations between them) that comprise
the Dialpad solution reside in GCP.
Google Cloud Platform ensures customer data at rest is protected using 256-bit Advanced Encryption
Standard inside redundant storage at multiple physical locations. Furthermore, any metadata (user and
financial information) and actual data (phone call content) transmitted is authenticated and coded to
protect its integrity. All permanent Customer data will be stored in Google Cloud Platform.
Dialpad has data centers in the following locations (below). Data is routed to the closest data center
location to the user except in the case of failover. We call this split-cloud architecture, and it is unique in
the telephony space. It helps us scale our customers quickly and integrate to other business systems
like Salesforce, O365, and Zendesk seamlessly.
North America: San Jose, CA Dallas, TX Chicago, IL New Jersey
South America: Sao Paulo
Friday, June 2, 2023 T-Mobile Confidential 7
Africa: Johannesburg
Asia: Tokyo, Osaka, Hong Kong, Sydney
Europe: Amsterdam, UK
Please visit https://www.dialpad.com/global-voice/for more information.
d. Provide a full schedule of costs for each component of the work scope to include all start-up costs
and all recurring costs for Years 1 through Year 5, expenses (if applicable) for travel, lodging, and
meals, at Federal per diem rates (preferred).
1. Costs should be itemized and detailed under each category.
Service or Feature Sourcewell Contract Price per
Line/Month
Collaborate from T-Mobile
Dialpad Talk – Enterprise $29.00
Local Number $5.00
Fax Line $10.00
Toll Free Number $5.00
Dialpad - Contact Center
Dialpad Contact Center – Enterprise $84.00
Utility Billing/Emergency Calls Use
Case Included in price above.
Dialpad - Sell
Dialpad Sell – Enterprise $101.00
Reserved Numbers
Reserved Numbers
(Numbers held but not used) $1.00
e. Provide a list of warranties or warranty policy with a list of restrictions in warranties.
T-Mobile respectfully takes exception to any warranty requirement. Warranties shall be in accordance
with the Sourcewell Contract. T-Mobile does not manufacture equipment and offers no warranty on any
equipment beyond the manufacturer’s warranty provided directly from the manufacturer to Customer
upon receipt of the equipment. Except as, and then only to the extent, otherwise expressly provided in
the Sourcewell Contract, T-Mobile products and services are provided “as is.” T-Mobile disclaims all
express or implied warranties and in particular disclaims all warranties of merchantability, fitness for a
particular purpose, and warranties related to equipment, material, services, or software.
f. Provide service level agreements and response times in service level agreements.
T-Mobile respectfully takes exception to this provision. T-Mobile does not offer service level
agreements or guarantees.
g. Provide a full description of the proposed UCaaS solution and describe how it meets the
requirements of this RFP including the following:
1. Identify the manufacturer/provider of the proposed cloud-based unified communications
solution.
Manufacturer: Dialpad (dialpad.com)
Provider: T-Mobile (t-mobile.com/business/)
Friday, June 2, 2023 T-Mobile Confidential 8
2. Detail the cloud architecture solution components and interactions that are being proposed.
1. Provide a system diagram of components and connectivity to City’s environment.
Dialpad's unique Split-cloud Architecture™ allows our customers to connect to Dialpad over
the open internet while maintaining the call quality that enterprise customers expect.
The Dialpad application is built and lives within the Google Cloud Platform, and as
such is redundant within each of Google's 60+ data centers all over the globe. This
is where customer data is stored, and all of the application intelligence happens.
The actual Media packets are transmitted by Dialpad's 11 data centers, also spread
out globally (San Jose, Chicago, New Jersey, Dallas, Amsterdam, Hong Kong,
Tokyo, São Paulo, Sydney, Johannesburg, Osaka), and which are all interconnected
using our own redundant MPLS backbone and optimized for real-time
communications. Data Center hardware is shared among all the Dialpad customers,
while all of their data is segmented from one another's and fully encrypted while at
rest and in transit. If any of the Dialpad data centers fail, calls are routed to the next
closest data center automatically, ensuring that the end user never experiences
downtime because of a data center outage.
Dialpad’s data center hardware is shared amongst all Dialpad customers. Its infrastructure is
designed to run at no more than 1/3rd peak capacity:
One third of the total capacity is reserved for planned maintenance
One third reserved for unplanned events; and
One third for impulse or steady bursts in traffic
Dialpad has established partnerships with multiple carriers globally. By leveraging redundant
trunking capabilities to accommodate unplanned call volume bursts (even in extreme
circumstances), Dialpad stays resilient to spikes in call volume so no one customer can “hog”
resources required by another Dialpad customer. All trunks are monitored in real time and
augmented when necessary.
Every aspect of our system has been designed with redundancy in mind so that in the event
of a failure, there’s always an alternative to take its place.
We test failover paths approximately every 15 minutes for every Session Border Controllers
(SBC), and Telephony Engines (TE). We automate failover and redundancy testing daily. Edge
controllers are tested weekly. Every machine is tested every 10 minutes for stability.
Additionally, with a continuous weekly software lifecycle, every machine goes down and
comes up weekly for a software push. In addition, we always have personnel on-call 24/7 to
respond immediately to any possible outage.
3. Clearly identify if the proposed UCaaS solution requires on-premise hardware and if so, where it
will be physically located.
No on-premises hardware required beyond existing network infrastructure.
4. Provide minimal and ideal Internet bandwidth and performance requirements.
Voice: minimum 100kb/sec up/down
Mobile Voice: minimum LTE (or equivalent Wi-Fi access)
Video 1:1 Calls: minimum of 1.2-1.5Mbps up/down
Video Meetings: minimum 1.2-1.5Mbps up and 3Mbps down
Mobile Video (any): minimum LTE (or equivalent Wi-Fi access)
Full network setup recommendations are documented in our Help Center
(https://help.dialpad.com/hc/en-us/articles/209954306-Network-Setup-Recommendations)
5. Provide options and/or ways to increase voice clarity or call quality.
Friday, June 2, 2023 T-Mobile Confidential 9
Dialpad is operable on any device with a reliable internet connection. To ensure the best possible
voice quality, we recommend using a high-speed DSL, Broadband, or Fiber-optic connection for all
services.
To help ensure successful deployment of the Dialpad solution and prior to enrollment, customers
are asked to take a simple, but thorough, Network Assessment. The assessment analyzes MoS-
scores, UL/DL capacity/capabilities, packet routing, delay, jitter, latency, etc. to help paint the
picture of the network environment and highlight potential network optimizations.
Dialpad does not require a specific brand or mode router, switch or firewall — however, to achieve
the best possible quality of service, the Network hardware should have the following capabilities:
QoS
Bandwidth Limiting
SNMP
We also require that the following features to be turned off for Dialpad traffic (as they can interfere
with the service):
SIP-ALG
Deep Packet Inspection (DPI)
Stateful Packet Inspection (SPI)
Dialpad is not designed to function over a VPN. Please utilize a split tunnel and direct Dialpad traffic
outside of the VPN.
A virtual LAN (VLAN) can be used to put your hard-wired phone devices into separate networks, and
to manage security and routing policies separately.
Dialpad does not support using our services through any of the following tools:
Virtual Machines (VMs)
Virtual Desktop Interfaces (VDIs)
Remote Desktop Clients (RDPs)
6. Describe the overall advantages of the proposed solution, e.g., controls, upgrades, scalability,
and functionality.
Dialpad is architected in a way where there is maximum flexibility and scalability for users to use
the phone system. A simple admin portal is offered so that admins may easily access routing rules,
user settings, and analytics all in one place in real time for scaling purposes.
Dialpad's Web Portal for administrators makes it easy to setup and manage the platform, and for
individual users to control their own settings and profile.
Dialpad leverages AI technology to enhance customer satisfaction by providing real-time call
transcription, sentiment analysis, and intelligent call routing. Its virtual assistant automates routine
tasks and delivers personalized customer support. Dialpad's analytics and reporting capabilities
enable businesses to track performance, make data-driven decisions, and improve overall
communication efficiency.
7. Provide the system’s record of reliability, availability, and maintainability.
Subscribe to https://status.dialpad.com/ for historical uptime, service health, and availability.
8. Provide SLAs. Describe the manufacturer’s process for maintenance and support.
Current status and historical Uptime information is always made publicly available at
https://status.dialpad.com, customers are encouraged to subscribe to updates.
Customers can access Dialpad's analytics portal to view both MOS scores as well as CDR logs to
investigate call quality.
Friday, June 2, 2023 T-Mobile Confidential 10
Dialpad offers SLA providing 99.9%+ Uptime Percentage with purchase of Enterprise products.
Dialpad SLA provides protection for Downtime in which Dialpad Covered Services are unavailable
for the Customer’s use due to a Dialpad System Failure.
If Dialpad does not meet the SLA, Customer is eligible to receive Service Credits provided it meets
the obligations outlined in the SLA.
9. Provide the schedule of new feature/functionality release to the UCaaS solution.
Desktop and web releases
The Dialpad release happens roughly once per week, with a few notable exceptions, e.g.
holiday season, ‘no release week’ once per quarter, etc.
The Dialpad release includes updates to the web & desktop clients for Ai Voice, Ai Contact
Center, & Ai Sales
The Ai Meetings web release happens roughly once per week, with a few notable
exceptions, e.g. holiday season, ‘no release week’ once per quarter, etc.
Mobile releases
There are four mobile apps -- Dialpad and Dialpad Meetings for both Android and iOS
Each app gets updated roughly once per month, but not always at the same time
Telephony releases
The telephony platform is updated roughly once per week
10. Explain if and/or when the City will be charged for any upgrades to the UCaaS. (Any and all costs
are to be included in the Cost Proposal Worksheet.)
Adding additional Dialpad products or switching tiers will require the appropriate licensing. There
are no other upgrade costs, as our cloud-based system is continually updated with our latest
features.
11. Explain how data backups of the proposed solution are completed and the frequency of
backups.
The Dialpad application is built and lives within the Google Cloud Platform, and as such is
redundant within each of Google's 60+ data centers all over the globe.
12. Identify specifically what data is backed up and if the data includes configuration, phone
programming and voicemail, etc.
All data is backed up in Google Cloud Platform and synchronized across each user’s devices.
13. Explain how to remediate and revert changes to recover deleted data and/or configurations.
Deleted users & associated data can be restored via the web-based admin portal within 72 hours of
deletion. Reverting other configuration changes and data restoration would require contacting our
support team.
14. Describe the system storage available for voicemail and for call recordings. How is storage
managed?
There is no limit on storage for voicemail and call recordings.
15. Describe the voice mail and call recording retention options. Is the City able to create retention
policies to delete voicemail and call recordings after a defined period of time?
Dialpad offers customizable retention policies that allow you to choose what data to retain, for
which business units, and for how long.
Friday, June 2, 2023 T-Mobile Confidential 11
By default, Dialpad retains your data until you choose to delete it, cancel your account, or set up a
retention policy. Data for canceled companies is deleted after 180 days.
16. Describe how recorded data moves through the system from creation to deletion.
Dialpad’s voice recording and capture functionality is native within the Split-cloud Architecture™.
Recordings are captured and securely stored in Google Cloud Platform until deleted by an
administrator, end user (if allowed), or custom retention policy.
17. Describe how recorded call data is secured at rest and in transit.
Encrypted with Transport Layer Security (TLS), data transfers within Dialpad use the
modern standard for web communications and the same security that protects you while
browsing the web.
Data at rest stays secure in the Google Cloud Platform with encryption of AES 256-bit or
greater ciphers.
When data is transferred during live phone calls and conferences, it’s encrypted and
authenticated using Secure Real-Time Transport Protocol (SRTP).
18. Describe access to call recordings by an end user.
From the 'Recordings' section of the app’s Inbox, view a list of recorded calls, playing a recording of
what the user and the caller said. Recordings can also be accessed via Ai Summaries.
19. Describe access to call recordings by an administrative user.
From the Call History menu in the web-app, Admins can:
View records of all Dialpad calls
Filter for specific Offices or users as well as dates and times
Review call details such as date/time, direction, the initial point of entry, and access call
recordings and voicemails (personal calls only)
20. Describe how the system is considered scalable and capable of changing in size and scope, e.g.,
if an additional building requires phone and fax services.
With Dialpad, you can add and remove users or assign licenses in just minutes with a single click.
Unlike legacy systems, cloud-based phone systems and communications platforms are designed to
be intuitive and easy to manage through your online dashboard:
From users and phone numbers to the number of connected devices to the storage of voicemails,
calls, and messages, you'll have full control with Dialpad. As long as users have an internet or
cellular connection, they will be able to access their Dialpad phone.
21. If applicable, identify any additional system licensing and hardware/network requirements that
would be required for additional City facilities.
Each additional user / phone would need a software license. Users will need a device (desk phone,
desktop, and/or mobile). An internet or cellular connection is required.
22. Describe if the proposed IP phones are proprietary brand name phones specifically for the
proposed system or nonproprietary interchangeable IP phones for use with similar VoIP
systems?
Supported desk phones from Poly and Yealink can be reused with other VoIP systems.
h. Adequate resources must be made available post-cutover for a minimum of 3 days on-site, as
needed, to resolve issues including training, knowledge transfer, troubleshooting, and program
adjustments.
Kent Bacon, your assigned Account Manager, can be available on-site if necessary.
i. A Test and Acceptance document for review and approval by the City of Kalispell
Friday, June 2, 2023 T-Mobile Confidential 12
This can be provided upon request.
j. The following documentation must be presented post-installation at the conclusion of the project.
1. Documents detailing final as-built inventory and configuration, including system and all user
profiles.
Contingent on scope and deploymnet.
2. Description of ongoing support resources post installation such as knowledge base, website,
user guides, web-based training, etc.
Dialpad offers 24/7 support through email, web chat and phone. Customers can self-serve
using Dialpad’s help center. https://dialpad.com/contact-support
k. Detail all proposed annual maintenance and support of the products and services that are included
with the subscription license. Vendor to propose day 2 support for the UCaaS solution.
T-Mobile Cloud Solutions Implementation will provide one-time deployment services and onboarding,
including system configuration, network testing, port management, and administrator training. Post-
deployment, T-Mobile’s 24x7 Business Technical Support team will provide ongoing Dialpad technical
support.
l. Describe how patches and/or updates are provided, supported, and coordinated with the City’s IT
team. How is the City notified of updates by the manufacturer to the UCaaS solution? What updates
would be service impacting to the Client?
Dialpad uses deployment containers that pick up the latest patches for the OS on each deployment
with security updates. Dialpad deploys on a cadence of every 2 weeks. For any emergency patches, the
deployment team can push out direct updates to the services that require the patches.
Dialpad addresses industry security events/alarms based on our incident management and breach
response policy. We also post the updates to https://help.dialpad.com/hc/en-
us/articles/4491246057243-Industry-Security-Events-Responses
m. Explain the surefire resiliency option(s) that can be built into the proposed system for critical
communications, including continuity of governance, during local and/or regional emergency
operations activation.
T-Mobile’s Community Support, Network Emergency Management and Emergency Response Teams
were developed to meet the critical emergency communication needs for Government and
Communities impacted during incidents. The teams can provide cellular and data services through
temporary infrastructure solutions to support wireline and wireless communication. T-Mobile’s teams
also have capabilities of providing surge devices such as smart devices and hot spots.
The group operates 24x7 and can be reached at 888.639.0020 or ERTrequests@T-Mobile.com
n. Provide a system diagram for the proposed resiliency option(s), a visual model of the required
connections, components, and their interactions.
Friday, June 2, 2023 T-Mobile Confidential 13
o. Provide a detailed list of all the required equipment, including software, hardware components,
and/or rack-able network equipment that will be required for the proposed resiliency options.
This a cloud-based solution that can plug in to VoIP phones or any other communication device.
p. Review Exhibit B Data Security Certification and include with the proposal.
Exhibit B has been reviewed and included with our proposal response.
3.3.7 Other Factors
a. Current contracts and ability to proceed promptly.
The services T-Mobile proposes to provide to Customer shall be offered under Sourcewell Contract
Number 080119-SPT with an effective date of December 31, 2019, as may be amended from time to
time.
b. Willingness to abide by the City’s needs and requirements with few or no objections or changes.
T-Mobile has read and understands and takes partial exception to the extent that the Sourcewell
Contract shall control.
c. Relevant factors impacting the quality and value of service.
Reliable communications and connectivity are important during critical events. Depending on the size
and scale of the event, T-Mobile has business continuity strategies in place to provide added capacity,
alternative work locations and remote access if necessary, to retain operations.
T-Mobile incorporates business continuity into the corporation’s overall business philosophy. Our
Enterprise Continuity Program promotes utilizing business continuity principles, guidelines, and
standards by all company employees during routine business operations to assure the continuation of
our mission critical enterprise operations and services. This level of consistency across all lines of
business enhances T-Mobile’s overall planning and business resumption efforts.
The T-Mobile Enterprise Continuity Program is designed to be best-in-class with proactive measures to
reduce the risk to enterprise operations along with recovery solutions that keep business disruptions as
short as possible. We maintain multiple dedicated enterprise-wide teams to address Business
Continuity, Incident Management, Disaster Recovery, Network Availability, Emergency Response and
Customer Support. These teams work in partnership to provide coordinated and effective responses to
a wide variety of disruptive events. This ensures T-Mobile’s continued attention on safeguarding the
interests of our customers, employees and stakeholders during an emergency or significant business
disruption.
Friday, June 2, 2023 T-Mobile Confidential 14
Legal Comments
T-Mobile will be offering Products and Services under its Sourcewell Contract #080119-SPT, as amended
(the “Sourcewell Contract”), by and between Sourcewell, a service cooperative created under the laws of
the State of MN, (“Sourcewell” or “GPO) and Sprint Solutions, Inc., a wholly-owned subsidiary of T-Mobile
USA, Inc., as contracting agent on behalf of the applicable Sprint/T-Mobile affiliates providing the Products
and Services (“Sprint” or “T-Mobile” or “Vendor”). The Sourcewell Contract offers cooperative procurement
solutions to its members. Through the execution of the required Eligible Member Enrollment Agreement
(see below) and submitting a Purchase Order to T-Mobile, members may place orders with T-Mobile for
Products and Services available under the Sourcewell Contract.
Accordingly, T-Mobile respectfully takes a blanket exception to all terms and conditions of the RFP that are
not required by law. The terms and conditions in any Customer-generated order template will have no force
or effect other than to denote quantity, the products or services purchased or leased, delivery destinations,
requested delivery dates and any similar information mutually agreed to by the parties. Additionally, since
T-Mobile is not a manufacturer of products, and certain products and services being offered are developed
and owned by third parties, T-Mobile is required to pass through the third-party terms and conditions from
our vendors via URL or click-through third party terms at point of sale or upon login to the third-party
application.
Should T-Mobile receive an award pursuant to this RFP, its Eligible Member Enrollment Agreement and the
Unified Communications Platform Addendum must be executed by the Customer in order to purchase the
products and services offered by T-Mobile and billed to the Customer by T-Mobile. These documents are
available upon request and are incorporated into the Proposal by reference. In addition, T-Mobile is offering
certain professional services which are directly billed to the Customer by Dialpad.
To the extent T-Mobile has clarified or taken exception to an RFP term or proposed additional terms not
addressed in the RFP, such comments have been included only after careful consideration of the RFP
requirements, T-Mobile’s corporate policies, and applicable law. T-Mobile has made a good faith effort to
respond to all RFP terms and requirements to the best of its ability and knowledge.
For the Customer’s reference, T-Mobile is providing the website link to the Sourcewell Contract:
https://www.sourcewell-mn.gov/cooperative-purchasing/080119-spt.
RFP SPECIFIC EXCEPTIONS
Section 3.3.3(c)
With respect to subcontractors, T-Mobile will not be utilizing sub-contractors or agents to provide the
products or services under this RFP or the resulting contract. Any third parties, including affiliates, roaming
partners, suppliers, and subcontractors that have entered into agreements with T-Mobile in support of T-
Mobile’s general operations and/or commercial product and service offerings, as opposed to the City and
its end users specifically, are not considered subcontractors or agents under the terms of this RFP (or the
resulting contract, if any).
Section 3.3.6(g)(10)
T-Mobile respectfully takes exception to this provision. T-Mobile does not offer service level agreements or
guarantees.
Section 3.3.7(b)
T-Mobile has read and understands and takes partial exception to the extent that the Sourcewell Contract
shall control.
Exhibit B, Data Security Certification
T-Mobile has read and understands Exhibit B. However, as a publicly traded company, T-Mobile is unable
to modify its data security provisions for individual customers. Accordingly, T-Mobile respectfully takes
Friday, June 2, 2023 T-Mobile Confidential 15
exception and has modified Customer’s requirements to reflect T-Mobile’s existing data security policies
and procedures as noted in the redlined version of Exhibit B signed by T-Mobile.
STANDARD GENERAL EXCEPTIONS TO BE INCLUDED (as applicable)
Warranties
T-Mobile respectfully takes exception to any warranty requirement. Warranties shall be in accordance with
the Sourcewell Contract. T-Mobile does not manufacture equipment and offers no warranty on any
equipment beyond the manufacturer’s warranty provided directly from the manufacturer to Customer upon
receipt of the equipment. Except as, and then only to the extent, otherwise expressly provided in the
Sourcewell Contract, T-Mobile products and services are provided “as is.” T-Mobile disclaims all express or
implied warranties and in particular disclaims all warranties of merchantability, fitness for a particular
purpose, and warranties related to equipment, material, services, or software.
Coverage
Wireless services do not perform in precisely the same manner as non-wireless landline telephone
services. Accordingly, T-Mobile does not guarantee coverage in any specific area at any specific time.
Technology Evolution
(1) In the normal course of technology evolution and enhancement, T-Mobile continually updates and
upgrades its networks, Products and Services. In some instances, these efforts will result in the need to
ultimately replace or discontinue certain offerings or technologies. In such event, T-Mobile will
undertake such efforts in a customer-focused and commercially reasonable manner. Accordingly and
notwithstanding anything in this Agreement to the contrary, T-Mobile reserves the right, in its sole
discretion, after providing the notice set forth in subsection (2) below, to: (a) migrate Customer to a
replacement technology; or (b) discontinue any Product, Service, network standard, or technology
without either party being in breach of this Agreement or incurring early termination liability relating to
the discontinuance of the affected Product, Service, network standard, or technology.
(2) If T-Mobile takes any action set forth in subsection (1) above, T-Mobile will provide advance notice
reasonably designed to inform Customer (if affected) of such pending action. The form of T-Mobile’s
notice may include providing written notice to any address (a) listed in this Agreement for Customer,
(b) T-Mobile uses for billing, or (c) set forth in an Order. Customer agrees that such notice is reasonable
and sufficient notice of T-Mobile’s pending action.
Renewal
T-Mobile requires any extension or renewal of the contract term beyond the original contract period to be
subject to the mutual, written agreement of the parties.
Page 1 of 2
Exhibit B
Data Security Certification
Personal Information Protection:
Only authorized employees will be allowed access to the City's data in any form. Data will be
accessed only for the purposes as identified in this contract and they will be bound in writing by
confidentiality obligations sufficient to protect Personal Information and Highly Sensitive
Personal Information in accordance with the terms of this agreement. Data will be accessed
only for the purposes as identified in this contract.
Authorized Employee Access / Screening:
Contractor will notify the City of Kalispell of all Contractor employees, affiliates,
subcontractors, or agents anticipated to have access to the system. Contractor will conduct
background checks on any such employees and will bar any that have a criminal record from
having access to the system. Contractor shall conduct background checks as required by
applicable law; implement appropriate data privacy, cybersecurity and information security
training to Contractor’s employees, contractors, and agents; require employees and contractors
to comply with written information security policies and procedures, and provide employees,
contractors, and agents access to Customer Data based on the principles of least privilege.
Notification of Vulnerability:
Contractor will notify the City of Kalispell if it discovers any vulnerability to the system that
could result in unauthorized personnel obtaining Highly Sensitive Personal Information or
highly sensitive information about municipal facilities. Contractor will notify the City of
Kalispell of a Security Breach affecting the City of Kalispell).
Data Location (if offsite):
All data must be stored within the United States.
Data Ownership:
The Contractor acknowledges that the data entered into the system by City of Kalispell
representatives belong solely to the City of Kalispell. and are not to be accessed or used in any
way by the Contractor or its affiliates, subcontractors, or agents without consent from the City of
Kalispell.
Definitions:
• “Customer Data” means any data provided by or on behalf of the City of Kalispell to
Contractor that can be used to identify an individual including personal information and
similar terms as defined under applicable state and federal data breach laws.
• "Highly Sensitive Personal Information" means an (i) individual's government-issued
identification number (including social security number, driver's license number, or state-
issued identified number); (ii) financial account number, credit card number, debit card
number, credit report information, with or without any required security code, access code,
personal identification number or password, that would permit access to an individual's
financial account; or (iii) biometric or health data.
• "Personal Information" means the information provided to Contractor by or at the
direction of Customer, or to which access was provided to Contractor by or at the direction
DocuSign Envelope ID: 61CB4E41-2432-4C21-A447-CF0C5D8FF176
Page 2 of 2
of Customer, in the course of Contractor's performance under this Agreement that: (i)
identifies or can be used to identify an individual (including, without limitation, names,
signatures, addresses, telephone numbers, e-mail addresses, and other unique identifiers);
or (ii) can be used to authenticate an individual (including, without limitation, employee
identification numbers, government-issued identification numbers, passwords or PINs,
financial account numbers, credit report information, biometric or health data, answers to
security questions and other personal identifiers), in case of both subclauses (i) and (ii),
including, without limitation, all Highly Sensitive Personal Information. Customer's
business contact information is not by itself deemed to be Personal Information.
•Security Breach means a confirmed compromise either of the security, confidentiality
or integrity of Customer Data, including, without limitation, any unauthorized access
to, acquisition of or other processing of Customer Data or the keys, passwords or
passcodes needed to access Customer Data.
T-Mobile USA, Inc.
XXXXXXXXXXXXXXXXXX (PROVIDER):
By:
Signature
David Bezzant - VP, T-Mobile for Government
Title
June 1, 2023
Date
DocuSign Envelope ID: 61CB4E41-2432-4C21-A447-CF0C5D8FF176