Statement of Work

Project Name Blinds To Go (Route 101 Limited) - Calabrio Cloud: 286 Calabrio
WFM, 286 DX

Customer Name Blinds To Go

Partner Name Route 101 Limited
Calabrio Account Manager Aaron Simmons
Calabrio Solution Engineer Manish Sharma
Opportunity Number 068086
Quote ID Q-58348
SOW Submission Date 2024-05-14
SOW Expiration Date 2024-05-14
CIQ Design Template Version V20240410.003
Product Version Calabrio Cloud
Primary Integration WFM Only
Deployment Model Cloud (CCaaS)
Cloud Region UK - United Kingdom
Named Users: Workforce Management Total: 286
Named Users: Data Explorer Total: 286

Calabrio | 241 N. 5th Ave. Ste. 1000 | Minneapolis, MN 55401 | Calabrio.com

1 Introduction

Location: UK

THIS STATEMENT OF WORK (“SOW”) is made and entered into by and between Calabrio Inc , a
Delaware corporation with its principal office at
241 N. 5th Ave. Suite 1000, Minneapolis, Minnesota 55401, USA (“Calabrio”) and Route 101 Limited
(“Partner”), to be effective as of the Effective Date below. This SOW must be executed by the "Last Day to
Execute SOW" date referenced on page 1. If the SOW has not been signed by that date, the parties agree
to review the SOW to ensure the obligations are still applicable before commencement of signatures.

Customer agrees to purchase, and Calabrio agrees to provide certain services and deliverables (“Services”)
as defined in this SOW. This SOW shall, at all times, be governed by the Agreement entered into between
Calabrio and Customer. Calabrio may engage a Certified Calabrio Implementation Partner to fulfill the
requirements of this SOW.

Subject to resource availability, project resources will be assigned approximately three (3) weeks after
receipt of an executed SOW and valid purchase order. All services for implementation and training will be
provided in English. Services will be provided during business hours unless specifically called out in a
deliverable in this SOW. Business hours are Monday through Friday, 8:00 am to 5:00 pm in the local time
zone of your primary Calabrio office, excluding defined Calabrio holidays. Services required outside of
business hours that are not specifically described within this SOW will incur additional charges, pending an
approved change order.

2 Solution Description

SOW Type: New Install

Calabrio, on behalf of Route 101 Limited, is implementing the Calabrio ONE (Cloud) Workforce
Management Solution for Blinds To Go.

Please note that partner will be responsible for providing WFM consulting and WFM user workshop.

286 Named Users will be configured as part of this deployment.

Single Sign On (SSO) Azure AD is in the scope.
Human Resources Management System (HRMS) (No)
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 Integration to Nice CXone is in the scope for Historical and RTA.
10 hours of API consulting is included in the current scope.

Note: Any additional assistance from Calabrio Professional Services around API Consulting beyond the 10 hours
will be billable.

Reference guide: Partner is responsible to complete the pre-requisites mentioned in the document below.

• Nice InContact CxOne- INTEGRATION NOTE – PRE-REQUISITES AND INFORMATION

• API Getting Started Guide for WFM.pdf

Swagger API

The Calabrio Swagger API documentation can be found using the link below. Our API is free of charge with the
option to add on development consulting services for an additional cost.

https://mtdemousce01.teleopticloud.com/api/docs/index.html#/

Once your cloud tenant is live, you will receive a customer URL to execute these API commands and queries. The
URL will follow the format below.

https://companyname.teleopticloud.com

“Please note that API Consulting hours must be used within 12 months of the project start date.”

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3 Professional Services Required

The Professional Services outlined in this SOW are representative of the Services SKUs and fees Included
in Quote Q-58348.

These services are associated with a Cloud Solution:

3.1 Single Sign On (SSO)

3.2 Workforce Management (WFM)
3.2.1 Calabrio WFM (Cloud Only)
3.3 Data Explorer (DX)
3.4 Application Programming Interface (API) Consulting
3.5 Integration Type
3.5.1 Other

--Please continue to next page for Consulting & Workshops--

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3.6 Consulting & Workshops
3.6.1 Stand-Alone

<=500
3.6.2 Tier Quantity:

WFM Service Name Service Description Days/Workshops Quantity

BI Consulting & Business Intelligence Consulting and Discovery services to support Day(s) 2
Discovery Services, per reporting and dashboard discovery and general BI consulting support.
day Priced per day.

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4 Calabrio Deliverable(s)
4.1 Overall Project and Project Management
4.1.1 Designate a project manager who is the primary point of contact for the Customer.
4.1.2 Designate an implementation engineer to perform implementation and configuration
of the scoped products
4.1.3 Designate additional resources to assist with the implementation and consulting, as
required.
4.1.4 Host a project kick-off meeting and up to one (1) weekly project status meeting
4.1.5 Host a technical design meeting
4.1.6 Maintain a project plan and tasks required to implement purchased products
4.1.7 Create and execute a functional testing plan for deliverables in-scope
4.1.8 Support Customer’s user acceptance testing (UAT) outcomes to include issue
tracking, resolution, and re-test activities
4.1.9 Deliver tenant administration knowledge transfer meetings to identified Customer
tenant administrators, up to three (3) hours
4.1.10 Facilitate a support handoff meeting before, or immediately after, the first production
go-live event
4.1.11 Support one (1) production go-live event. If multiple go-lives are Included in the
services quote, Calabrio will support additional go-lives as priced.
4.2 Data Explorer (DX)
4.2.1 Deploy Data Explorer component
4.2.2 Validate data collection from WFO database
4.2.3 Validate population of standard product reports and dashboards
4.2.4 Provide Business Intelligence (BI) consulting services to support reporting and
dashboard discovery and general BI consulting services as detailed in section 3, under
“Consulting and Workshops”
4.3 Workforce Management (WFM)
4.3.1 Lead WFM technical discovery meeting(s)
4.3.2 Document WFM design per discovery meeting(s)
4.3.3 Guide Customer through agent inventory documentation
4.3.4 Guide Customer through technical inventory documentation
4.3.5 Deploy WFM application

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 4.3.6 Deploy up to one (1) standard historical data connector for Contact Center platform
integration
4.3.7 Deploy up to one (1) real time data connector for Contact Center platform
integration, if applicable
4.3.8 “Validate historical data against a specific queue and agent, for a chosen day and
interval. If additional validation is needed, additional time can be purchased via a
partner/customer approved change order.”
4.3.9 Validate capture of real time data, if applicable
4.3.10 Provide consulting services to support business requirements design, business
requirements documentation, User Acceptance Testing (UAT) support, and general
consulting services as detailed in section 3, under “Consulting and Workshops”
4.3.11 Deliver WFM Workshop(s) as detailed in section 3, under “Consulting and
Workshops”
4.3.12 If up to one (1) year of historical data is not available within deployed historical
connector to the Contact Center platform, complete one (1) import of historical data,
as provided by Customer. The data must be provided by the Customer in a Calabrio-
approved format. Customer will be responsible for any additional imports.
4.3.13 Initial WFM configuration will be completed in partnership with the Customer as part
of the WFM Workshop Package

5 Customer Prerequisites and Responsibilities

5.1 Overall Project and Project Management
5.1.1 Provide a single point of contact for communications and Customer responsibilities
such as a project manager
5.1.2 Responsible for acquisition, staging, and installation of servers and operating systems
as detailed in the Hardware Requirements & Guidelines section of Appendix A, if
applicable
5.1.3 Refer to the installation guide(s) for complete details on supported system design and
compatibility
5.1.4 Identify and communicate any Customer security requirements prior to
implementation
5.1.5 Provide remote access or login credentials to Customer's Calabrio platform
5.1.6 Responsible for all components of the solution outside the purchased products, such

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 as Unified Communication (UC) or Contact Center applications.
5.1.7 Participate in discovery meetings, status meetings, functional testing, user acceptance
testing (UAT), training, and go-live events
5.1.8 Deliver required information to Calabrio, in Calabrio-provided templates. Calabrio will
provide templates and review during the kickoff and design phases
5.1.9 Limit changes to technical environment and affected systems during the
implementation to avoid re-work and delay to project delivery. Any planned changes
or upgrades to source systems must be communicated in advance to the project
team. Changes made without consultation resulting in re-work will be considered out
of scope and require a change order process that may incur additional costs.
5.1.10 Create and execute a UAT plan
5.2 Workforce Management (WFM)
5.2.1 Limit changes to surrounding technical environment and affected systems during the
implementation to avoid re-work and delay in project delivery
5.2.2 Provide technical resources with knowledge of Customer infrastructure and
integrations, able to provide information for the solution design, installation, and
integration, and able to participate in testing and IT handover
5.2.3 Provide at least one (1) year of historical data to establish a baseline for forecasting
and seasonal usage.
5.2.4 If at least one (1) year of historical data is not available through the deployed
historical Contact Center connector, Customer will be responsible for providing the
historical data to Calabrio in the appropriate format. The data must be appropriately
mapped to the current Contact Center objects and hierarchy. Calabrio will provide
the approved template.
5.2.5 Provide WFM planners with knowledge of Customer operations and setup, able to
provide information for system configuration and participate in training sessions
5.2.6 Participate in the WFM discovery meeting(s)
5.2.7 Provide feedback on Calabrio deliverables in one review cycle, before acceptance of
deliverable documents, to achieve progress and meet timelines
5.2.8 Review and accept WFM functionality acceptance document
5.2.9 Limit changes to WFM teams and staff during the implementation wherever possible,
to reduce risk of loss of knowledge and expertise during the critical roll-out period
5.2.10 Train non-WFM staff (supervisors, agents)
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 5.2.11 Initial WFM configuration will be completed in partnership by Customer and Calabrio
as part of the WFM workshop training session. Your consultant will provide guidance
on the configuration steps. Customer is responsible for completing all remaining
configuration/setup after the workshop session in preparation for WFM go live

6 Project Assumptions and Requirements

6.1 Single Sign On (SSO) Requirements
6.1.1 Calabrio ONE integrates and supports Security Assertion Markup Language (SAML)
SSO with identity providers (IdPs) that meet the below requirements. Service
Provider (SP) initiated login is supported only for Okta and Active Directory File
System (ADFS). See the Calabrio ONE user guide for setup instructions for these IdPs.
6.1.1.1 IdP supports SAML 2.0 authentication
6.1.1.2 IdP sends an assertion containing user's email address used In Calabrio ONE
6.1.1.2.1 Email address must match the email address used In Calabrio ONE
6.1.1.3 IdP signs SAML assertion with SHA1, SHA256, or SHA512 algorithms
6.1.1.4 To configure within Calabrio ONE, IdP must provide:
6.1.1.4.1 Issuer ID ("entity ID" in metadata file)
6.1.1.4.2 Single Sign On Uniform Resource Locater (URL) (redirect "location" in
metadata)
6.1.1.4.3 IdP Certificate
6.1.1.4.4 IdP Metadata File (provide the above 3 Items or the file)
6.1.1.5 Calabrio ONE as the SP will provide:
6.1.1.5.1 Authentication URL
6.1.1.5.2 Entity ID
6.1.1.5.3 Single Sign One URL
6.1.1.5.4 SP Metadata
6.1.1.5.5 Note: Calabrio to provide and load a self-signed cert or customer to provide a
signed cert and private key
6.2 Secure Socket Layer (SSL) Certificate Requirements
6.2.1 Calabrio will need an SSL cert In Base 64 format, as a .cer or .crt file, along with the
certificate's private key with no password, to install on the Core Server. Below are the
requirements for the cert:
6.2.1.1 Signature Algorithm: SHA256
6.2.1.2 2048-bit Public Key
6.2.1.3 Key Usage: Digital Signature, Key Encipherment
6.2.1.4 Enhanced Key Usage: Server Authentication
6.2.1.5 Subject Field's Common Name should contain the servers Fully Qualified Domain Name

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 (FQDN) address
6.2.1.6 The Subject Alternative Name should contain:
6.2.1.6.1 Server FQDN
6.2.1.6.2 Web Host Domain Name System (DNS) Alias
6.2.2 with the FIPS module if FIPS is deployed.
6.3 Calabrio Cloud
6.3.1 Unless otherwise directed by Customer and agreed to by Calabrio, Calabrio will use
data center location(s) in the UK for Customer’s deployment. Customer agrees that it
is the sole responsibility of the Customer to comply and adhere to all applicable
international regulatory requirements.
6.4 Workforce Management (WFM)
6.4.1 Any edge server (data server) requires internet access via port 443 to Calabrio’s cloud
environment
6.4.2 Any edge server (data server) must connect to Customer’s Contact Center platform
for historical and real-time feeds
6.4.3 WFM requires a minimum of one (1) year of historical data to produce accurate
forecasts for schedules
6.4.4 An Integration server (data server) may be required, dependent upon the contact
center platform. Refer to the Hardware Requirements & Guidelines section of
Appendix A of this SOW.
6.5 Out of Scope
6.5.1 This SOW does not include any features or services not specifically stated as a
deliverable in the SOW. If additional features or services are requested, this will
require a Change Order or a new SOW. That includes, but is not limited to the
following out of scope items:

• Custom Reporting such as:

o Custom reporting or dashboards in Data Explorer
o DataMart Integration
o SQL Server Reporting Services (SSRS)
• Any Integration to a platform or system not defined In SOW deliverables
• Agent desktop integration or agent desktop installation
• Custom metadata that is not included or available in a standard integration
• API development by Calabrio

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7 Services Terms
7.1 Handoff to Support Services
7.1.1 Once a product is in production with one (1) or more users live on the system, the
ongoing support of that product, or new issues that arise, will be handled by
Calabrio’s support services team
7.1.2 If multiple products or phases are included in the SOW, the portions of the solution
that are in production will be supported by Calabrio’s support services while the
project team completes remaining deliverables or product go lives
7.2 Security and Compliance
7.2.1 Calabrio personnel operate and perform the Services pursuant to Calabrio's internal
policies and codes of conduct related to security and compliance. Calabrio and its
personnel agree that the Services will be performed in adherence to all laws
applicable to the Services. Calabrio prohibits its personnel from entering into
agreements with and/or signing policies from Customers and/or Resellers or
otherwise providing personal data or protected information to Customers and/or
Resellers during or in advance of the performance of the Services.
7.3 Acceptance
7.3.1 Acceptance shall be based on defined Deliverables in this SOW, or documented
product functionality for the version installed and licenses purchased
7.3.2 After Calabrio completes a deliverable, or a defined milestone in the project plan, the
Customer shall perform their own testing to determine acceptance. Customer shall
provide notice to Calabrio of any failure or non-acceptance within ten (10) business
days of delivery or notice of milestone completion
7.3.3 If the Customer does not notify Calabrio of a failure within the ten (10) business day
period, the deliverable or functionality will be deemed accepted by the Customer
7.3.4 Customer agrees not to withhold acceptance for issues that have minor business
impact or accepted workarounds
7.4 Delays or Inactivity
7.4.1 This Statement of Work asserts each party’s obligations related to the project.
Calabrio commits to deliver this project pursuant to a mutually agreed project
timeline at the start of this project. Any impacts to the approved project timeline
which result in Calabrio resources not being able to complete the scheduled work due

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 to customer delays or cancellations will result in a billable Change Order. Scenarios
that may result in a billable Change Order include, but are not limited to, the
following:

• Failure of server readiness checks due to Customer-provided servers not

meeting the documented server requirements per the Technical Design
Document provided during the project may be subject to up to one (1) day
charge per recheck.
• Extension of UAT beyond the agreed upon timeframe per the approved project
timeline, notwithstanding Calabrio-specific issue resolution, will be seen as
project acceptance. Should UAT then be completed outside of the agreed upon
timeline and issues be identified, all work to resolve said issues may be deemed
as billable.
• Cancellation of go live for a non-Calabrio related issue within 48 hours of the
scheduled event is subject to a one (1) day of billable time per Calabrio
Professional Services resources scheduled for the go live coverage.
• Projects that run outside of the mutually agreed to and approved project
timeline due to customer delay (i.e., delays in completion of Technical Design
Document and Business Requirements Document. ACD not ready,
environmental issues, delays in environment access or credentials, etc..) and
have a net result of follow-up calls and re-engagement calls may be deemed as
billable for the added work.

7.4.2 In addition to the potential for additional services fees due to delays to the planned
work according to the approved project timeline, the event of a customer project
delay of more than fifteen (15) business days, Calabrio reserves the right to place the
project on hold. If the project is placed on hold, Calabrio will suspend performance of
services and release assigned Calabrio project resources. Customer must provide
Calabrio with a minimum of ten (10) days’ notice to re-start a project on hold and re-
assign a project team. If a project has been placed on hold, the parties agree to
review the SOW prior to restarting the project to ensure the obligations are still
applicable. If deliverables must be repeated, or obligations require additional
resource time due to the elapsed time the project was placed on hold, additional

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 charges will apply and will be presented to the customer via an executable change
order to the SOW.
7.4.3 If a project has not started or a project timeline has not been mutually agreed to
within six (6) months from the SOW execution date, or if a project has been placed on
hold for a period of six (6) months or more and the parties have not defined a
mutually agreeable date to re-start the project, Calabrio will invoice for all remaining
professional services fees and close the project. Once the project is closed, a new
SOW and Quote will be required to resume any professional services related to this
project.
7.5 Workshop / Training Refund and Cancellation Policy
7.5.1 Customer may reschedule or cancel their participation in instructor-led training
workshops or classes up to two (2) weeks prior to the session, without penalty.
Cancellations within two (2) weeks of the session are subject to a rescheduling fee of
10% of the booked training/workshop.
7.5.2 Cancellations within one (1) week of the session are subject to a rescheduling fee of
50% of the booked training/workshop.
7.5.3 Cancellations within one (1) business day of the session are subject to a rescheduling
fee of 100% of the booked training/workshop.
7.5.4 A billable Change Order and Quote will need to be executed before the
training/workshop can be rescheduled.
7.5.5 Calabrio strives to ensure training and workshops take place as scheduled, however,
in the unusual event that a class or workshop must be cancelled, Calabrio will not
provide compensation for any external costs of cancellation, such as Customer hourly
compensation or Customer travel costs.

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 IN WITNESS WHEREOF, the parties have approved this SOW and accepted by an authorized
representative of each party as of the SOW Effective Date. The exchange of a fully-executed SOW (in
counterparts or otherwise) by facsimile or email shall be sufficient to bind the parties to the terms and
conditions of this SOW.

Calabrio Inc Route 101 Limited

“Calabrio” “Partner”
By: By:

Printed Name Printed Name

Title Title

Effective Date Date

Mailing Address: Mailing Address:

241 N. 5th Ave. Suite 1000, Minneapolis,
Minnesota 55401, USA

Billing Address:

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 Appendix A

Customer Information Questionnaire

System Information
Primary Contact Integration Vendor WFM Only
CCaaS Type Other
Current Calabrio Products? None

Authentication Method
Method for user authentication? Authenticate via SAML
SAML 2.0 Identity Provider Azure AD
Additional SAML Notes Azure AD does not support SP Initiated logon.

Cloud Tenant Details

Product Version Calabrio Cloud
Cloud Region UK - United Kingdom
Tenant Display Name Blinds To Go
Default User Interface Language English (en-us)
Corporate Time Zone [+0000/+0100] Europe/London (GMT/BST)
ACD/CCaaS Platform Timezone [+0000/+0100] Europe/London (GMT/BST)
Data Restrictions in Region Keep all data within the United Kingdom.
Primary Tenant Admin Name Not Provided
Primary Tenant Admin Email Address Not Provided
Second Tenant Admin Name Not Provided
Second Tenant Admin Email Address Not Provided

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 -1
Calabrio WFM
Business Unit Name Blinds To Go WFM Unit 2 name WFM Unit 3 name
Type of WFM to be deployed Calabrio WFM
WFM is centrally managed or multiple BUs with planner teams? Centrally Managed
Number of Business Units with Independent Planner Teams 1 1
Maximum number of scheduled agents 286 286
Number of forecasters and schedulers in the Planner team 3 3
Number of Super Users (Client Desktop Access) Licenses Required 5
Customer's Primary Country (for cloud hosting location) UK - United Kingdom
Do you require shift bidding? yes
Do you require time off synchronization with HRMS no

Calabrio WFM Will Data Export from WFM to S3 be required? no

Calabrio WFM Will SSO be added? yes
Calabrio WFM Additional CC Platform Integrations? yes 3 additional integrations.
Calabrio WFM Additional Planner Business Unit Consultancy? no

Opp If cloud, requires server in Data Interval Size on

Integrations Integration Name Integration Summary
Level customer network? Source System
Integration #1 Nice (InContact v15) OL3 / T3 Historical and RTA Not Required

Integration #2 Zendesk Chat OL4 / T3 Chat Not Required

Integration #3 Zendesk Email OL4 / T3 Email Not Required

Integration #4 Zendesk Voice OL4 / T3 Telephony Not Required

Additional Notes Customer is responsible for requirements per specification in the "Calabrio Teleopti WFM - Nice InContact CxOne-
UserHub - pre-requisites and information.pdf" document.
Additional Notes Customer is responsible for requirements per specification in the "Calabrio Teleopti WFM - ZenDesk Chat -
prerequisites and information.pdf" document.
Additional Notes Customer is responsible for requirements per specification in the "Calabrio Teleopti WFM - ZenDesk Email -
prerequisites and information.pdf" document.
Additional Notes Customer is responsible for requirements per specification in the "Calabrio Teleopti WFM - ZenDesk Talk - pre-
requisites and Information.pdf" document.

OS Considerations
Customer must acquire the Microsoft® Windows® Server 2019 64-bit Operation System for each
Windows server required. Customer must acquire a Red Hat Enterprise Linux (RHEL) support
subscription for each RHEL server as required. These required items are not orderable or provided by
Calabrio.

VMware Considerations
When utilizing Virtual Machines or VMware environments, the solution requires dedicated hardware
and processing for its application. The application can operate in a shared virtual environment, but
requires real-time communication, therefore resources may not be over-subscribed.

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 Solution Diagram

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