Iridium BI - Services Policy

Transcription

1 Iridium BI - Services Policy Updated: December 2017 This document defines what is included and not included in the Monthly Subscription Fee ( MSF ) for all Iridium BI modules. Examples are provided to clearly illustrate the intent and process for determining what is included and not included in the MSF. The Basic Principle All customizations are included in the MSF except for functionality outside the scope of the product. We will do our best to make customizations to the out-of-the-box cubes and dashboards. If your requests are technically feasible and reasonable in scope, then we will deliver the customizations under the MSF i.e. at no additional charge to the client. s that are outside of the scope of the product will be billable to the client. Examples: Development of new SSRS reports Major dashboard modifications Complex integrations with external systems Non-standard deployments s that apply only to your firm Special development efforts to account for bad data in the client source systems There are certainly other billable scenarios; the items above are used as examples and to set the tone for any discussions about what is billable versus included in the MSF. More examples of billable customizations are listed in Section 2. Iridium BI Services Policy Page 1

2 Section 1: Included in MSF All Iridium BI Modules 1.1 All Module Installation Deliverables As defined in Appendix A of the module SOW 1.2 Software License As defined in the MSLA If the MSF payments are stopped, then the Client must remove the software from their systems 1.3 Support Calls / Status Meetings 1.4 System Monitoring and Maintenance Support calls and Iridium efforts to resolve the reported issues on features that are already in production Status meetings as required Iridium will remotely monitor system health, run diagnostics and tuning routines as required, etc. Any issues identified will be resolved 1.5 Product Enhancements Releases, Service Packs, and Hot Fixes to the cubes and dashboards Installation of enhancements on the Client systems is included 1.6 DEV/TEST/PROD Instances 1.7 Firm Merger - Data Changes 1.8 s during Upgrades 1.9 Configuration of Existing Measures 1.10 Reasonable modifications to the dashboards Working with the Client to set up separate DEV, TEST, and PROD server instances Since the timekeeper count and associated MSF will be increasing, we will assist in loading new data resulting from a merger if it is in a single production PMS database There is no charge for upgrading customizations as part of an upgrade to a newer version of the Iridium software Modification of existing cube measures to match the client s implementation of their ELITE system. Example When calculating Hours, be sure to exclude hours for client # Those are our vacation hours. Since this is customizing an existing measure, this effort is included in your MSF payment. Examples of covered modifications: hiding tiles, removing budget values, removing trend indicators or Trendlines, hiding/changing columns in tables, etc. Section 2: s are NOT Included in MSF All Iridium BI Modules Client requests will be evaluated when submitted. At its sole discretion, Iridium will determine if each request is billable or non-billable. This section gives reference examples of the four billable examples presented in Section SSRS Report Development 2.2 Complex integrations with external systems All SSRS development is billable: creation of new SSRS reports, modification of existing Iridium SSRS reports, support/modification of client SSRS reports, etc. Example Not Included in MSF: We need you to build an SSRS dashboard that looks like this mockup that the CFO did. Example Not included in MSF: We want you to bring in the call history from our CRM system Example Not included in MSF: We don t store timeslip narratives in Expert they are only available in our time entry application and we want you to load that data. Iridium BI Services Policy Page 2

3 2.3 Non-standard deployments 2.4 s that apply only to your firm 2.5 External Data Example Not included in MSF: We have to firms: US and UK. We want to deploy a separate instance for each firm, and then have you deploy a separate instance that combines the two companies. Example Not included in MSF: We are running an old AS-400 system, and we want you to convert the data Example Not included in MSF: How about adding a flag on the Client table to indicate if the Client primary contact speaks Norwegian? Example Not included in MSF: We are focused on Asbestos litigation class action suits, and we need additional product capabilities to support this. Example Not Included in MSF: We need a filter button in the Matter Summary screen for filtering Asbestos versus non-asbestos matters. Loading of any external data that is not in the standard ELITE database except as noted in the customizations section. For example: Data in other databases, Excel spreadsheets, custom ELITE tables, etc. Note that loading of spreadsheets to support core cube measures such as FTEs or target values IS covered by the MSF Loading of external data to support a Profit module implementation is covered by MSF 2.6 Significant Dashboard Modifications 2.7 HTML5 tile types not currently supported in Iridium BI 2.8 Renaming Dimensions Highly Discouraged Examples of NOT covered modifications: Replace that dashboard with a dashboard that looks like this mockup Create a new dashboard page to focus on cross-selling Create a new drill-down page that can be activated when clicking on the Late Time % tile (etc.) Example Not Included in MSF: We know that you don t support heat maps, but we need a new heat map tile for client analysis. Iridium can easily modify measures and create new measures our product architecture fully supports this But we do not support renaming dimensions in the cubes. Dimensions can easily be renamed in dashboards and reports. Since the cube is only viewed directly by power users, they need to use the dimensions as defined by Iridium. The reason is that the dimension names are coded into all our processing logic, (internal MDX code) so renaming a dimension is not technically feasible, and duplicating a dimension just to accomplish a renaming would be a ton of work. Iridium BI Services Policy Page 3

4 Section 3: Exceptional Circumstances NOT Included in MSF All Iridium BI Modules The following items are not included in the Monthly Subscription Fee. Examples are provided for each item to put the rules into context. 3.1 Additional Training Services 3.2 Supporting Client Staff on Their Projects Services (over one hour) 3.3 Other Items Our training program consists of the Query of the Day program, plus informal training as needed. Training model is train the trainer Iridium trains the power users, but client is responsible for training the dashboard users. Additional training requests will be billable, including the training prep time. All training is delivered remotely; any onsite training is billable. Example Not Included in MSF: We want you to come onsite and train us on SSRS report creation. Example Not Included in MSF: We want you to provide training materials for our end users, and/or train them on the new dashboard version. Under an hour is free, over an hour is billable Example - Included in MSF: I need help getting this SSRS report that I built to group the clients properly. Sure I worked with you for 45 minutes, so that is not billable Example Not Included in MSF: I am trying to debug this complex MDX query that I am building. Wow that was a tough one and we spent 4 hours on it. That will be billable. Any customizations that were not previously defined as part of the SOW, even if they were mentioned during the sales process. Any additional (out of scope) tasks not specified in the project deliverables Single company implementation only; supporting multiple installations of the ELITE PMS is billable. Section 4: Exceptional Circumstances INCLUDED in MSF All Iridium BI Modules We consider our clients to be our partners. When you have a problem, we don t want to make it worse by piling on more billable fees. The following items are included in the Monthly Subscription Fee. Examples are provided for each item to put the rules into context. 4.1 Client Mistakes 4.2 Acts of God 4.3 Technology Failures 4.4 Infrastructure Changes Our new DBA spilled coffee in the server. We need to reinstall Those payroll files we gave you were wrong. We need to reload! Our server room flooded! We need to provision a new server and reinstall The server O/S is corrupted and the server failed to reboot. We need to reinstall We got a virus! We need to reinstall We need to move your application from a physical server to a virtual server. We need to reinstall We are upgrading our Server to SQL Server We will need to reinstall Iridium BI Services Policy Page 4

5 Dashboard Deliverables The following dashboard deliverables policies apply to all SOWs executed by the parties, unless modified by an override clause in the module SOW. Client will be entitled to all future dashboards that are developed for each licensed module free of charge Note that in some cases future modules may use data from a previously licensed cube, but the dashboards will be in a separate module. For example, Iridium might offer a Diversity light up in that is an optional feature for the revenue module, and includes dashboards that utilize data from both the Diversity light-up and the standard revenue cube. In this example, the Diversity dashboards would have separate pricing and a new SOW. Firm will have full access to all source code, and can modify/extend/clone reports as long as they do not modify the content deployed by Iridium. The dashboards are considered BI dashboards to provide users with a high-level overview and insights into their book of business. While the cube includes transactional details, the dashboards are for providing guided/formatted analysis, and Excel is the user tool for flexible ad-hoc queries. As an example, a user can use the BI dashboards to review all clients where they have billed hours YTD, but the user is not able to use the dashboards as an inquiry tool to filter to clients with asbestos related work and more than 25 billable hours YTD. Iridium may add advanced filtering and querying functionality in the future, but this is not a contractual deliverable. Deliverables include: installation of dashboards, modification of dashboards to match Client cube configuration, configuration of dashboard settings, and security configuration Important Note: We typically do not deploy Iridium s dashboards to SharePoint because we get better performance when deployed directly to the browser. What we have done with clients that have SharePoint intranets is put a launch point in SharePoint that links to the SSRS dashboards deployed in the browser. Deployment to SharePoint is considered a customization and billed at Iridium s hourly rate. SSDs/Dashboard Performance SSD s are required this is our default configuration. If your firm does not have the ability to deploy servers with SSDs, then we need your best SAN tier, but we consider this a non-compliant configuration. For firms that do not set up a server with all the specifications listed in the Hardware Requirements section, all efforts/investigations by Iridium regarding dashboard/query speed will be billed at our hourly rate. Specifically, if you do not provision a server with SSD s then we expect the performance to be slower, and the time spent investigating the slowness will be billable. Iridium BI Services Policy Page 5