GoTo Connect - Executive Question Checklist

800 users, 11 sites, CDK networking environment

Financial Transparency

• [ ] Total Cost of Ownership breakdown: licensing, hardware, implementation, support (3-year commitment)
• [ ] Year 1 vs Year 2+ pricing - what increases and by how much?
• [ ] New desk phone costs per unit and total (GoTo hardware or bring-your-own?)
• [ ] Professional services fees itemized (implementation, training, project management)
• [ ] Number porting fees (all existing DIDs)
• [ ] Early termination penalties and contract lock-in terms
• [ ] Hidden costs: E911 fees, toll-free numbers, call recording storage, premium support tiers

Network Requirements & CDK Integration

• [ ] Has GoTo successfully deployed in CDK-managed networking environments? (Need reference customers, not just “yes”)
• [ ] Who coordinates network configuration with CDK? (firewall rules, QoS, port forwarding)
• [ ] Technical requirements document for CDK submission (specific ports, bandwidth, DSCP markings)
• [ ] Bandwidth per concurrent call + total capacity needed per site
• [ ] SBC (Session Border Controller) - GoTo-provided or customer responsibility?
• [ ] Escalation process when CDK/GoTo finger-point on quality issues

Business Continuity & Risk

• [ ] Internet outage failover plan for each site (automatic POTS failover? mobile app only?)
• [ ] SLA guarantees: uptime percentage, response time, financial remedy for failures
• [ ] E911 accuracy across 11 locations (automatic location detection or manual config?)
• [ ] Disaster recovery: if GoTo has regional outage, what’s our backup?
• [ ] Call quality monitoring and reporting tools provided

Migration Execution

• [ ] Cutover strategy: big bang or phased by site? Timeline estimate?
• [ ] Number porting success rate and problem resolution process
• [ ] Who handles physical phone deployment, configuration, user training?
• [ ] What happens to existing Mitel equipment? (buyback? disposal responsibility?)
• [ ] Pilot program option before full commitment?

Integration & Features

• [ ] Integration capabilities with existing systems (CRM, ticketing, directory services)
• [ ] Call recording: retention period, storage limits, compliance features, e-discovery support
• [ ] Mobile app functionality and licensing (included or extra cost?)
• [ ] Voicemail-to-email, fax-to-email capabilities
• [ ] Auto-attendant and call routing flexibility

Support & Ongoing Management

• [ ] Support tier included in base pricing vs premium add-ons
• [ ] Average response time for critical issues (phones down)
• [ ] Dedicated support contact or general queue?
• [ ] Admin portal training and ongoing management effort required
• [ ] Firmware/system update process (forced updates? maintenance windows?)

Deal-Breakers to Watch For

• ⚠️ Vague answers about CDK networking coordination
• ⚠️ “Trust us, it just works” without technical specifics
• ⚠️ No reference customers in similar environments (dealerships, CDK networking)
• ⚠️ Year 2+ pricing increases over 5%
• ⚠️ Implementation costs buried or “TBD”
• ⚠️ Can’t port all existing numbers
• ⚠️ No clear failover plan for internet outages

Bottom Line Question: “If we’re comparing keeping Mitel operational for 3 more years versus this migration, what’s the true all-in cost difference and risk profile?”