Appendix 1 LifeCycle Packaged Implementations. RightNow LifeCycle Packaged Implementation Overview. Project Critical Success Factors.

Size: px
Start display at page:

Download "Appendix 1 LifeCycle Packaged Implementations. RightNow LifeCycle Packaged Implementation Overview. Project Critical Success Factors."

Transcription

1 RightNow LifeCycle Packaged Implementation Overview The following pages are the standard statement of work for RightNow s packaged LifeCycle Implementations. Since RightNow s project management methodology is standardized with uniform deliverables, these LifeCycle packages are used to implement RightNow product solutions including RightNow CRM, Service, Sales, and Marketing. The document outlines key RightNow deliverables, customer responsibilities, project exclusions, and typical tasks performed within an implementation package utilizing our LifeCycle Solutions Methodology. This methodology is a phased approach for long-term optimization. understands that successful solutions are a continuing process- not a single event. Only through careful alignment of strategy, process, design, technology and people can you achieve your business objectives. Through a phased LifeCycle approach, RightNow Professional Services combine project management with technical and business-focused consulting services. These are delivered in stages of Discovery, Go Live, Adoption, and Evolution. Project Critical Success Factors The following are critical success factors for the Customer and RightNow implementation: Critical Success Factors 1 Mutually agreed upon project plan between client and 2 Visible executive sponsorship throughout the project. 3 Customer resources readily available to support project timeline. 4 Strong communication within project team and external to end-user community. 5 Adoption of RightNow best practices. Project Scope ed below are the tasks performed and the Service Related Items created during this project. Customer approval and sign-off is required at the end of each LifeCycle Phase for all service related items provided in that Phase. Appendix Page 1

2 Discovery Description Deliverable(s) Owner Planning Finalize and distribute project plan and project charter documents. Project Plan and Project Charter Manager, RNT Business Process Charting Workshop Review and confirm the business processes with project team members and others from Customer. Identify and develop additional processes that weren t identified during discovery. SME, RNT Content Planning Workshop Review existing content sources and develop ongoing content publishing process SME, RNT Workflow Rules Workshop Review functionality and determine routing of incidents to appropriate call center representative and escalation rules. SME, RNT Reporting Workshop Review the standard RightNow delivered reports and determine recipients, frequency and delivery method. Where applicable, Customer will document requirements for custom reports. Customer is responsible for the development of custom reports unless a change order is processed to engage a RightNow resource. SME, RNT Discovery (continued) Description Deliverable(s) Owner Site Audit Audit the main Web site to find all areas with FAQs, addresses, and contact information. Site Recommendations Customer SME, RNT Appendix Page 2

3 Go-Live Description Deliverable Owner Project Team/Administrator Training LifeCycle packages delivered in the USA receive computer-based training (CBTs) and a bundle of Universal Training Credits to be used toward your selection of RightNow training courses. Clients receive four UTCs for single product implementations or eight UTCs for multi-product implementations. Training Content Customer, RNT Education Services LifeCycle packages delivered internationally receive computer based training, and an assessment with recommendations for RightNow training course purchases. Configuration RightNow will assist the Customer with the configuration of the solution based on the requirements gathered during the workshops, however the Customer is the ultimate owner of the configuration. Configuration Worksheets Customer SME, RNT Testing Customer takes the lead to test the configured system. RightNow provides assistance with any questions and focuses on knowledge transfer. Tested system Customer SME, RNT Production System Finalization Confirm system configuration, and insure end-users, including administrators, are trained on the system. Live system Customer Best Practices Scorecard Best Practice Scorecard used to evaluate the effectiveness of the production system against the other RightNow client sites. Scorecard RNT Customer Survey Customer provides feedback on the performance of the RNT project team. Completed survey Manager Adoption Description Deliverable Owner Tune Up Evaluation and Optimization Clearly evaluate the implementation and offer suggestions for improvement based on company metrics. Best Practices Scorecard Update RNT Evolution Description Delive rable Owner Tune Up Evaluation Assess successes; evaluate broader business and long-term expansion plans where success could be duplicated. Discuss potential integration and revisit results of the prior optimization. Best Practices Scorecard Update RNT Appendix Page 3

4 Assumptions Assumptions identify specific decisions or agreements that helped define scope and determine level of effort and timeframes. Project Assumptions 1. Mutually agree on project plan between customer and the RightNow Principle and/or 2. The Services included in this Appendix will be performed remotely, and/or at the Customer s location. 3. RightNow will provide the Customer with regular status reports and a project charter documenting the project implementation and integration materials and schedule. 4. Customer will be responsible for the scheduling, availability, quality and timeliness of work its resources perform. Any schedule delays that result are subject to the billable rate illustrated in this document. 5. Customer and RightNow will each designate one person to act as a project manager. The Customer s project manager will have sole authority to approve and sign-off all project services. For the purpose of daily operations, the Customer s project manager may designate other individuals to act as project managers, subject-matter experts, and advisors. 6. When necessary, Customer s designated employees will be accessible in a timely fashion for meetings with the RightNow project team members for interviews and review of project work products. 7. Customer will assume responsibility for all end user training on how to use the RightNow Applications. 8. The Customer will be charged for all travel and related expenses according to RightNow s travel policies unless otherwise noted. 9. All Services must be used within 12 months of purchase or services expire. Technology Assumptions 1. Customer is responsible for their own infrastructure such as, but not limited to, network, TCP/IP configuration, routers/switches, workstations, etc. 2. Customer is responsible for the purchase and installation of any third party application. 3. If applicable, Customer will provide RightNow staff access to existing systems during the implementation. 4. Customer will be responsible for any acceptance testing against its business requirements, any pilot implementations and rollout and any subsequent rollout phases of this project not specifically identified in this Appendix. Configuration Assumptions RightNow Service (Only applicable if RightNow Service is licensed) 1. Single interface and English language. 2. Up to two (2) mailboxes will be created in the RightNow hosting environment. 3. Offer Advisor Middleware Integration for product suggestions excluded 4. Computer Telephony Integration (CTI) is excluded from scope. RightNow Sales Automation (Only applicable if RightNow Sales Automation is licensed) 1. Workflow rules for setup of lead routing are excluded from scope. Appendix Page 4

5 RightNow Marketing (Only applicable if RightNow Marketing is licensed) 1. RightNow will assist Customer with the configuration and testing of up to 2 marketing campaigns. 2. Customer will provide the and web form templates for look and feel. 3. Customer will provide the creative and copy for each mailing per the dates in the project plan. Exclusions from packaged Lifecycle implementations 1. RightNow product customizations. 2. Data imports, unless otherwise specified in the Order Confirmation. 3. Creation of new reports or modification of delivered RightNow reports. 4. Integrations to other Customer systems, with the RightNow System (inbound or outbound). 5. Project Team Training is excluded 6. Offer Advisor Middleware Integration for product suggestions excluded 7. Computer Telephony Integration (CTI) is excluded from scope. 8. Voice Self-Service implementation is excluded 9. Implementation of Scripting functionality is excluded from scope. 10. Secure Socket Layer (SSL), unless otherwise specified in the Order Confirmation. 11. End User Training. 12. Pass Thru Authentication (PTA), Application Programming Interface (API), and Premier Customization Access (PCA), unless otherwise specified in the Order Confirmation. 13. UK/AU Australia and United Kingdom LifeCycle Implementation packages do not include any training. Onsite Cancellation Policy The cancellation policy for onsite engagements is as follows: If a client cancels a billable consulting engagement within 5 business days of the start date and RightNow Professional Services is unable to staff the consultant on another assignment (regardless if whether the client reschedules at the time of cancellation), RightNow will charge the client the following: 30% of the value of the engagement plus the cost of any non-refundable business expense (e.g., airline ticket, hotel room). The cancellation fee will be immediately invoiced to the client and payment expected prior to RightNow Professional Services re-engaging with the client. Appendix Page 5

6 Project Resources Roles & Responsibility Customer Listed below are roles that are typically performed by the Customer on a RightNow implementation: Role Project Steering Committee Manager Responsibilities Provides overall project guidance & support Provides direction, support, funding Sets direction for system development Champions system adoption Mutually agree on project plan with RightNow Principle and/or Represents Customer interests Responsible for Customer team member performance Manages expectations/issues Resolves Issues Signs off on all documentation and status reports System Administrator Provides understanding of Customer business environment & requirements Defines new process and system requirements Performs role of project champion within the organization Business Subject Matter Experts (SME) Provide understanding of Customer business environment & requirements Define new process and system requirements Perform role of project champion within the organization RightNow Listed below are the roles typically performed by RightNow personnel on an implementation: Role Responsibilities Principal Provides guidance QA s project to mitigate any risks and ensure the success of the implementation Serves as escalation point to resolve project issues Appendix Page 6

7 Role Responsibilities Primary contact to RightNow Develops & maintains project plan and project charter Mutually agree on project plan with customer project manager Provides product knowledge Leverages best practices at other implementations Facilitate sessions to define configuration options to meet business requirements Configures system to requirements and transfers knowledge Manages expectations/issues Escalates issues as appropriate Application Engineer Develops and completes Data Imports and Migrations (as appropriate) Develops custom end user interface customization (requires change order) Develops advanced custom reports (requires change order) Develops and consults on integration customization requirements (requires change order) Project Estimates RightNow s LifeCycle Implementation packages designate a project's estimated hours." Estimated hours are only applied to deliverable of the specific package. Once a project is delivered in full, clients will not be credited any services should a balance remain between the estimated and actual hours delivered Change Management Throughout a project, new information may surface that may necessitate a change in business requirements or a change in the technical environment. These changes may result in a change in project scope and therefore estimated level of effort, project timeline or solution features. Change Orders may result in adjustments to this estimate and an increase in the estimated costs. Any changes to the project scope will require a Change Order, which a RightNow resource will complete. Due to the complexity of some project change orders, RightNow may bill the Customer for the time required to scope and estimate the requested change. The RightNow resource will advise the Customer of the estimate if a charge will apply. A completed form includes the requested change, the impact on the current engagement, and the estimated resources and time to implement the Change Order. RightNow will submit the completed Change Order Form to the Customer for review and approval. Estimates will remain valid for a period of five (5) business days from the date of submission. If the Customer does not approve the Change Order Form within the five (5) business days, and RightNow has not extended the period of validity in writing, the change estimate will automatically expire. Upon receipt of written approval, the RightNow Team will begin work on the requested change according to the agreed-upon schedule. Any Services not included in the Project Scope section shall be provided at Inc. standard consulting rates. Appendix Page 7

RightNow Catalogue Products, Support and Professional Services

RightNow Catalogue Products, Support and Professional Services RightNow Catalogue Products, Support and Professional Services Products RightNow Instance An instance of RightNow includes the knowledge foundation (Database), management & administrative capabilities,

More information

RightNow Catalogue Products, Support and Professional Services

RightNow Catalogue Products, Support and Professional Services RightNow Catalogue Products, Support and Professional Services Products RightNow Instance An instance of RightNow includes the knowledge foundation (Database), management & administrative capabilities,

More information

RightNow Catalogue Products, Support and Professional Services

RightNow Catalogue Products, Support and Professional Services RightNow Catalogue Products, Support and Professional Services Products RightNow Instance An instance of RightNow includes the knowledge foundation (Database), management & administrative capabilities,

More information

RightNow Catalogue Products, Support and Professional Services

RightNow Catalogue Products, Support and Professional Services RightNow Catalogue Products, Support and Professional Services Products RightNow Instance An instance of RightNow includes the knowledge foundation (Database), management & administrative capabilities,

More information

ORACLE RESPONSYS PROFESSIONAL SERVICES DESCRIPTIONS

ORACLE RESPONSYS PROFESSIONAL SERVICES DESCRIPTIONS ORACLE RESPONSYS PROFESSIONAL SERVICES DESCRIPTIONS (January 25, 2018) RESPONSYS CONSULTING SERVICES PACKAGES... 3 Responsys Basic SmartStart Implementation Service Remote... 3 Responsys Premium SmartStart

More information

Customer Success Packages

Customer Success Packages Customer Success Packages Overview ServiceNow s Customer Success Packages assist the customer in leveraging its ServiceNow investment by providing expertise and content throughout the customer s ServiceNow

More information

Oracle Customer Service and Support Cloud Services Descriptions and Metrics October, 2017

Oracle Customer Service and Support Cloud Services Descriptions and Metrics October, 2017 Oracle Customer Service and Support Cloud Services Descriptions and Metrics October, 2017 V101917 1 of 164 Table of Contents Glossary of Terms... 6 Appointment... 6 Certificate... 6 Connection... 6 20K

More information

Stat Production Services for PeopleSoft (Onsite and Remote)

Stat Production Services for PeopleSoft (Onsite and Remote) Stat Production Services for PeopleSoft (Onsite and Remote) Description The Stat Production Services for PeopleSoft is designed to assist the customer with the implementation of the Stat for PeopleSoft

More information

IBM Emptoris Supplier Lifecycle Management on Cloud

IBM Emptoris Supplier Lifecycle Management on Cloud Service Description IBM Emptoris Supplier Lifecycle Management on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the contracting party and its authorized

More information

Project Plan City of Newport News; Department of Health and Human Services

Project Plan City of Newport News; Department of Health and Human Services Project Plan City of Newport News; Department of Health and Human Services 7/14/2010 Harmony Information Systems, Inc. 12120 Sunset Hills Road, Suite 500 Reston, VA 20190 MAIN: 703-674-5100 www.harmonyis.com

More information

ServiceNow Integration Services

ServiceNow Integration Services Overview Service Description July 2013 address integrations between ServiceNow and Customer or third party systems to ensure that Customer s configurations align with ServiceNow best practices for manageability,

More information

Stat Production Services for Oracle E-Business Suite (Onsite and Remote)

Stat Production Services for Oracle E-Business Suite (Onsite and Remote) Stat Production Services for Oracle E-Business Suite (Onsite and Remote) Description The Stat Production Services for Oracle E-Business Suite is designed to assist the customer with the implementation

More information

1. Introduction. 2. Scope of Work and Timeframes

1. Introduction. 2. Scope of Work and Timeframes 1. Introduction This Statement of Work ("SOW") is incorporated into the Master Subscription Agreement/Quote (the "Agreement") between ("Wrike") and Licensee dated Effective Date of the Agreement. If any

More information

RightNow Catalogue Products, Support and Professional Services

RightNow Catalogue Products, Support and Professional Services RightNow Instance RightNow Catalogue Products, Support and Professional Services Products An instance of RightNow includes the knowledge foundation (Database), management & administrative capabilities,

More information

The Business Process Environment

The Business Process Environment The Business Process Environment Flexible, Sensible Process Empowerment EMCONEX TECHNICAL BRIEF Richer Systems Group, Inc. February 2012 IDE Script Writer Alert System Audit Tracking Content Manager TABLE

More information

QuickStart for IPCC + Service Catalog Service Description March 2014

QuickStart for IPCC + Service Catalog Service Description March 2014 QuickStart for IPCC + Service Catalog Service Description March 2014 QuickStart for Incident, Problem, Change, and CMDB (IPCC) + Service Catalog Overview QuickStart implementations offer the customer the

More information

Business Intelligence Data Warehouse, BIDW SLE

Business Intelligence Data Warehouse, BIDW SLE Business Intelligence Data Warehouse, BIDW SLE Service Overview... 2 Service Features... 2 Service Warranty... 3 Support Model... 3 Support Hours and Initial Response Times... 4 Support Request Resolution

More information

IBM Emptoris Spend Analysis on Cloud

IBM Emptoris Spend Analysis on Cloud Service Description IBM Emptoris Spend Analysis on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the contracting party and its authorized users and recipients

More information

Uptime Maintenance and Support Services - Appendix. Dimension Data Australia Pty Limited. Uptime Support Services Agreement

Uptime Maintenance and Support Services - Appendix. Dimension Data Australia Pty Limited. Uptime Support Services Agreement Uptime Support Services Agreement Uptime Maintenance and Support Services - Appendix Dimension Data Australia Pty Limited 27 May 2013 Version 1-01 Appendix A. 1. Definitions and Interpretations 1.1 For

More information

IBM Emptoris Supplier Lifecycle Management on Cloud

IBM Emptoris Supplier Lifecycle Management on Cloud Service Description IBM Emptoris Supplier Lifecycle Management on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized users and

More information

RightNow Catalogue Products, Support and Professional Services

RightNow Catalogue Products, Support and Professional Services RightNow Catalogue Products, Support and Professional Services Products RightNow Instance An instance of RightNow includes the knowledge foundation (Database), management & administrative capabilities,

More information

ServiceNow Custom Training and Adoption

ServiceNow Custom Training and Adoption ServiceNow Custom Training and Adoption Overview... 3 Adoption Toolkit Deliverables... 3 Change Enablement Deliverables... 4 Custom Training Deliverables... 5 Custom Training Applications by Business Function...

More information

Oracle Taleo Business Edition Implementation Fixed Scope Offerings

Oracle Taleo Business Edition Implementation Fixed Scope Offerings Oracle Taleo Business Edition Implementation Fixed Scope Offerings Date Email Website : Dec-2015 : info@kovaion.com : www.kovaion.com Kovaion Consulting Kovaion A Snapshot Oracle Alliance Certified Consultants

More information

Research Administration Systems SLE

Research Administration Systems SLE Research Administration Systems SLE Service Overview... 2 Service Features... 2 Service Warranty... 7 Support Model... 7 Support Hours and Initial Response Times... 8 Support Request Resolution Targets...

More information

IBM Emptoris Services Procurement on Cloud

IBM Emptoris Services Procurement on Cloud Service Description IBM Emptoris Services Procurement on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized users and recipients

More information

IBM Facilities and Real Estate Management on Cloud

IBM Facilities and Real Estate Management on Cloud Service Description IBM Facilities and Real Estate Management on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the contracting party and its authorized

More information

IBM Facilities and Real Estate Management on Cloud

IBM Facilities and Real Estate Management on Cloud Service Description IBM Facilities and Real Estate Management on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the contracting party and its authorized

More information

Infrastructure Hosting Service. Service Level Expectations

Infrastructure Hosting Service. Service Level Expectations November 2016 Shared Infrastructure Service TOC Service Level Expectation Documents Cloud Premier Data Center Hosting Cloud Essentials Public Cloud Brokerage Managed Database Raw Storage Cloud Premier

More information

Maintenance Policy. Error means any verifiable and reproducible failure of the Software to materially conform to the Documentation.

Maintenance Policy. Error means any verifiable and reproducible failure of the Software to materially conform to the Documentation. This Maintenance Policy ( Policy ) describes the current practices of Qlik with regard to its provision of Maintenance Services and Support Services as defined below (collectively Maintenance ) to customers

More information

Agenda Item. Issue under Consideration: Contract #12-037, Technology Assessment Master Agreement

Agenda Item. Issue under Consideration: Contract #12-037, Technology Assessment Master Agreement Agenda Item Item: 6a Issue under Consideration: Contract #12-037, Technology Assessment Master Agreement Current Status: The County has an existing agreement with VC3, Incorporated to provide management

More information

REQUEST FOR PROPOSAL PROFESSIONAL SERVICES AUTOMATION SOLUTION. Submittal Date: April 22, 11:00 AM (PST)

REQUEST FOR PROPOSAL PROFESSIONAL SERVICES AUTOMATION SOLUTION. Submittal Date: April 22, 11:00 AM (PST) REQUEST FOR PROPOSAL PROFESSIONAL SERVICES AUTOMATION SOLUTION Submittal Date: April 22, 2016 @ 11:00 AM (PST) Issued by: Southern California Coastal Water Research Project 3535 Harbor Blvd., Suite 110

More information

(CSC) RFP SOLICITATION NO. EXCHANGE (MDM )

(CSC) RFP SOLICITATION NO. EXCHANGE (MDM ) 167 Sec. 2.6 Based on the below excerpt from the RFP document (page 34), please clarify if MHBE or the Offeror will provide key technologies for this opportunity (which include ACD, IVR, CRM, digital recording,

More information

HRMS Service Level Expectation

HRMS Service Level Expectation HRMS SLE Service Overview... 2 Service Features... 2 Service Warranty... 5 Support Model... 5 Support Hours and Initial Response Times... 6 Support Request Resolution Targets... 7 Service Request Fulfillment

More information

Rapid7 Nexpose Deployment Services: Premium Plus Package

Rapid7 Nexpose Deployment Services: Premium Plus Package Rapid7 Nexpose Deployment Services: Premium Plus Package Rapid7 Nexpose is purposebuilt to help your security team manage vulnerabilities all the way through to remediation. Our users continuously find

More information

ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT

ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT Table of Contents NetSuite ACS Monitor... 2 NetSuite ACS Optimize... 5 NetSuite ACS Transition... 9 NetSuite ACS Architect... 13 NetSuite ACS SP (Solution Provider)...

More information

Fast Track Statement of Work Client Name

Fast Track Statement of Work Client Name Cloud9 Insight Ltd 6 th floor 177 Preston road, Brighton, East Sussex, BN1 6AG Main Line: +44 (0)1273 921 510 Website: http://www.cloud9insight.com Fast Track Statement of Work Client Name Author(s): Carlene

More information

ORACLE HOSPITALITY CLOUD CONSULTING SERVICE DESCRIPTIONS October 19, 2017

ORACLE HOSPITALITY CLOUD CONSULTING SERVICE DESCRIPTIONS October 19, 2017 ORACLE HOSPITALITY CLOUD CONSULTING SERVICE DESCRIPTIONS October 19, 2017 TABLE OF CONTENTS Service Offerings CONSULTING SERVICE OFFERINGS Part Number ORACLE HOSPITALITY FOOD AND BEVERAGE POINT OF SALE

More information

Alumni and Development Systems SLE

Alumni and Development Systems SLE Alumni and Development Systems SLE Service Overview... 2 Service Features... 3 Service Warranty... 5 Support Model... 5 Support Hours and Initial Response Times... 6 Support Request Resolution Targets...

More information

Fixed Scope Offering for Oracle Fusion Procurement. Slide 1

Fixed Scope Offering for Oracle Fusion Procurement. Slide 1 Fixed Scope Offering for Oracle Fusion Procurement Slide 1 Today s Business Challenges Adopt leading Global SCM practices & strategies across the entire enterprise value chain to move into the future.

More information

ACS ANNUAL SERVICES EXHIBIT ORACLE FUNCTIONAL HELP DESK SERVICES

ACS ANNUAL SERVICES EXHIBIT ORACLE FUNCTIONAL HELP DESK SERVICES ACS ANNUAL SERVICES EXHIBIT ORACLE FUNCTIONAL HELP DESK SERVICES This ACS Annual Services Oracle Functional Help Desk Services Exhibit incorporates by reference the terms of Your order. A. Definitions.

More information

Oracle ebusiness Rel Prototype & CRP. Steve Crosby & Roly Miles. Claremont is a trading name of Premiertec Consulting Ltd

Oracle ebusiness Rel Prototype & CRP. Steve Crosby & Roly Miles. Claremont is a trading name of Premiertec Consulting Ltd Oracle ebusiness Rel 12.1.1 Prototype & CRP Claremont is a trading name of Premiertec Consulting Ltd Oracle ebusiness Rel 12.1.1 Prototype & CRP INTRODUCTION Executive Summary In order to prosper in the

More information

Advanced Quick Start Service. AvePoint Statement of Work

Advanced Quick Start Service. AvePoint Statement of Work Advanced Quick Start Service AvePoint Statement of Work TABLE OF CONTENTS Scope of Services... 2 M1: Kick-Off Session... 3 M2: AvePoint Software Installation... 3 M3: AvePoint Software Configuration...

More information

Managed Governance Services

Managed Governance Services Managed Governance Services effective sourcing governance, underpinned by powerful collaborative software Table of Contents 1 Introduction... 3 2 What is Managed Governance Services... 3 3 When is Managed

More information

IBM Infrastructure Security Services - Managed Security Information and Event Management (Managed SIEM)

IBM Infrastructure Security Services - Managed Security Information and Event Management (Managed SIEM) IBM Infrastructure Security Services - Managed Security Information and Event Management (Managed SIEM) DK_INTC-8838-00 11-2011 Page 1 of 17 Table of Contents 1.Scope of Services...3 2.Definitions...3

More information

KACE SYSTEM MANAGEMENT APPLIANCE (SMA) ONSITE QUICKSTART (5 DAYS)

KACE SYSTEM MANAGEMENT APPLIANCE (SMA) ONSITE QUICKSTART (5 DAYS) KACE SYSTEM MANAGEMENT APPLIANCE (SMA) ONSITE QUICKSTART (5 DAYS) Description This consultative service includes implementation and consulting service with respect to establishing of the KACE Systems Management

More information

IBM Clinical Trial Management System for Sites

IBM Clinical Trial Management System for Sites Service Description IBM Clinical Trial Management System for Sites This Service Description describes the Cloud Service IBM provides to Client. Client means the contracting party and its authorized users

More information

Oracle Consulting Midsize Services Descriptions 11/10/16

Oracle Consulting Midsize Services Descriptions 11/10/16 Table of Contents: Oracle Consulting Midsize Services Descriptions 11/10/16 Oracle Sales and Service Cloud... 8 B85483 Oracle Consulting Core Implementation Pack for Oracle Sales Cloud for Midsize... 8

More information

Blackboard Service Level Expectation

Blackboard Service Level Expectation Blackboard SLE Service Overview... 2 Service Features... 2 Service Warranty... 4 Support Model... 4 Support Hours and Initial Response Times... 5 Support Request Resolution Targets... 6 Service Request

More information

BPO Service Level Agreement

BPO Service Level Agreement BPO Service Level Agreement Versión / Version: 2.3 Código Documento / Document Code: AVSP-BPO-OD-001-SLA Fecha Emisión / Distribution Date: November 30, 2014 Elaboró / Created by: Revisó / Reviewed by:

More information

Exhibit A - Scope of Services AMI Implementation Project Management Services

Exhibit A - Scope of Services AMI Implementation Project Management Services Exhibit A - Scope of Services AMI Implementation Project Management Services Deliver to: City of Santa Rosa 90 Santa Rosa Avenue Santa Rosa, CA 95401 Attn: Kimberly Zunino City of Santa Rosa June 2, 2016

More information

AGENDA 1. BUSINESS CHALLENGES 3. SOLUTION PROPOSAL 4. SCOPE 5. IMPLEMENTATION APPROACH 6. PROJECT PLAN 8. ASSUMPTIONS 7. EXCLUSIONS 9.

AGENDA 1. BUSINESS CHALLENGES 3. SOLUTION PROPOSAL 4. SCOPE 5. IMPLEMENTATION APPROACH 6. PROJECT PLAN 8. ASSUMPTIONS 7. EXCLUSIONS 9. finance STREAM Pack AGENDA 1. BUSINESS CHALLENGES 2. BUSINESS OBJECTIVES 3. SOLUTION PROPOSAL 4. SCOPE 5. IMPLEMENTATION APPROACH 6. PROJECT PLAN 7. EXCLUSIONS 8. ASSUMPTIONS 9. TEAM STRUCTURE 10. RESPONSIBILITIES

More information

Metrics That Matter Integration Process Overview

Metrics That Matter Integration Process Overview Metrics That Matter Integration Process Overview An overview of the standard timing, resources, and tasks required to establish an integration from an LMS to Metrics That Matter in a typical organization

More information

VCE DEPLOYMENT FOR CONVERGED INFRASTRUCTURE SYSTEMS

VCE DEPLOYMENT FOR CONVERGED INFRASTRUCTURE SYSTEMS DATA SHEET DEPLOYMENT FOR CONVERGED INFRASTRUCTURE SYSTEMS VxBlock Systems: VFD(A-B)-00-A03 VxRack Systems: VFD(C-G)-00- VMware NSX Deployment: NSXD-00-A01 Service Overview Deployment for Converged Infrastructure

More information

IBM Facilities and Real Estate Management on Cloud (TRIRIGA)

IBM Facilities and Real Estate Management on Cloud (TRIRIGA) Service Description IBM Facilities and Real Estate Management on Cloud (TRIRIGA) This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized

More information

IBM Facilities and Real Estate Management on Cloud (TRIRIGA)

IBM Facilities and Real Estate Management on Cloud (TRIRIGA) Service Description IBM Facilities and Real Estate Management on Cloud (TRIRIGA) This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized

More information

Solution Analysis and Design Strategy (D18)

Solution Analysis and Design Strategy (D18) (D18) Department of Financial Services Date: 11/29/2018 Revision: 1.0 Table of Contents Table of Contents... 2 Revision History... 3 Executive Summary... 4 1 Introduction... 4 2 Solution Analysis and Design

More information

Follow the Sun SAP Application Management Support (AMS) Services

Follow the Sun SAP Application Management Support (AMS) Services Follow the Sun SAP Application Management Support (AMS) Services Customized to fit your needs, Mygo s application management support (AMS) services provide you with the flexibility you need from your SAP

More information

Fixed Scope Offering for Implementation of Oracle Fusion CRM in Cloud

Fixed Scope Offering for Implementation of Oracle Fusion CRM in Cloud Fixed Scope Offering for Implementation of Oracle Fusion CRM in Cloud Today s Business Challenges Adopt leading CRM practices and stream line processes Take advantage of CRM to attract new customers, develop

More information

ORACLE HOSPITALITY HOTEL CONSULTING SERVICE DESCRIPTIONS November 3, 2017

ORACLE HOSPITALITY HOTEL CONSULTING SERVICE DESCRIPTIONS November 3, 2017 ORACLE HOSPITALITY HOTEL CONSULTING SERVICE DESCRIPTIONS November 3, 2017 TABLE OF CONTENTS Service Offerings CONSULTING SERVICE OFFERINGS Part Number ORACLE HOSPITALITY HOTEL PROPERTY MANAGEMENT SYSTEM

More information

ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT

ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT Table of Contents NetSuite ACS Monitor... 2 NetSuite ACS Optimize... 5 NetSuite ACS Transition... 9 NetSuite ACS Architect... 13 NetSuite ACS SP (Solution Provider)...

More information

RFP Virtual Assistant/ChatBot Platform Questions and Answers

RFP Virtual Assistant/ChatBot Platform Questions and Answers Page 1 of 7 RFP 2017-09 Virtual Assistant/ChatBot Platform Questions and Answers Number Question Response 1. We aren t seeing any specific RFP questions to the solution. We see there are forms that we

More information

TRICENTIS SERVICE PACKAGE ORDER DETAILS STARTER PACKAGE

TRICENTIS SERVICE PACKAGE ORDER DETAILS STARTER PACKAGE TRICENTIS SERVICE PACKAGE ORDER DETAILS STARTER PACKAGE These additional terms shall apply to packaged offerings of Services provided to Customer ( Service Package ), as ordered by Customer in the Order

More information

Enterprise Availability Management

Enterprise Availability Management Statement of Work Enterprise Availability Management This Statement of Work ( SOW ) is between the Customer (also called you and your ) and the IBM legal entity referenced below ( IBM ). This SOW is subject

More information

ADMINISTRATION & SECURITY BOOTCAMP

ADMINISTRATION & SECURITY BOOTCAMP RSM TECHNOLOGY ACADEMY Syllabus and Agenda ADMINISTRATION & SECURITY BOOTCAMP FOR MICROSOFT DYNAMICS AX Table of Contents Course Details 4 Key Data 4 Look and Feel 4 Audience 4 At Course Completion 5 Course

More information

Basic IT Bundle Service Level Expectation

Basic IT Bundle Service Level Expectation Basic IT Bundle Service Level Expectation November 2016 Service Level Expectation Template 1 Basic Information Technology Bundle Service Level Expectation Document Service Overview... 3 Service Features...

More information

SPECTRALINK CORPORATION SERVICE DESCRIPTION SPECTRALINK 84/87 SERIES CONFIGURATION (SKU # )

SPECTRALINK CORPORATION SERVICE DESCRIPTION SPECTRALINK 84/87 SERIES CONFIGURATION (SKU # ) SPECTRALINK CORPORATION SERVICE DESCRIPTION SPECTRALINK 84/87 SERIES CONFIGURATION (SKU # 6867-10052-020) A. GENERAL TERMS 1. This Service Description defines the Spectralink 84/87 Series Configuration

More information

Law Department Technology Management. July 25th, 2018

Law Department Technology Management. July 25th, 2018 Law Department Technology Management July 25th, 2018 Welcome and Introductions Roxana Martinez Greg Book Meredith Brown Director, Project Management WeWork Legal Technology Lead DXC Technology Law Department

More information

ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT

ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT Table of Contents Ecommerce Services... 2 Customer Success Services Ecommerce: Commerce Agency Program ( CAP )... 2 Customer Success Services Ecommerce: Starter

More information

2. Creating and monitoring the overall program milestone plan and cross-functional dependencies and issues.

2. Creating and monitoring the overall program milestone plan and cross-functional dependencies and issues. Deloitte 2200 Ross Ave Suite 1600 Dallas, TX 75201 www.deloitte.com Chris Garcia Director of Operations PharmaKat 123 Main St. Dallas, TX Dear Chris, Deloitte is pleased to confirm that it will provide

More information

DETAILED COURSE AGENDA

DETAILED COURSE AGENDA DETAILED COURSE AGENDA Dynamics 365 University: Boot Camp Detailed Agenda Course Level: 100 This instructor-led course provides a key step for Microsoft Dynamics 365 administrators and customizers who

More information

IBM Facilities and Real Estate Management on Cloud (TRIRIGA)

IBM Facilities and Real Estate Management on Cloud (TRIRIGA) Service Description IBM Facilities and Real Estate Management on Cloud (TRIRIGA) This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized

More information

1. GENERAL. 1.2 Standard Service Features

1. GENERAL. 1.2 Standard Service Features Visual Interactive Calling + 1. GENERAL 1.1 Service Definition 1.2 Standard Service Features 1.3 Optional Service Features 2. CUSTOMER RESPONSIBILITIES 2.1 Single Point of Contact 2.2 Customer Resources

More information

IBM Facilities and Real Estate Management on Cloud (TRIRIGA)

IBM Facilities and Real Estate Management on Cloud (TRIRIGA) IBM Terms of Use SaaS Specific Offering Terms IBM Facilities and Real Estate Management on Cloud (TRIRIGA) The Terms of Use ( ToU ) is composed of this IBM Terms of Use - SaaS Specific Offering Terms (

More information

IBM Business Automation Content Services on Cloud

IBM Business Automation Content Services on Cloud Service Description IBM Business Automation Content Services on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the contracting party and its authorized

More information

PROCURE-TO-PAY INVENTORY MANAGEMENT

PROCURE-TO-PAY INVENTORY MANAGEMENT RSM TECHNOLOGY ACADEMY Syllabus and Agenda PROCURE-TO-PAY INVENTORY MANAGEMENT FOR MICROSOFT DYNAMICS AX Course Details 3 Audience 3 At Course Completion 3 Course Cancellation Policy 5 Guaranteed to Run

More information

Metrics That Matter Integration Process Overview

Metrics That Matter Integration Process Overview Metrics That Matter Integration Process Overview An overview of the standard timing, resources, and tasks required to establish an integration from an LMS to Metrics That Matter in a typical organization

More information

IBM Omni-Channel Merchandising

IBM Omni-Channel Merchandising Service Description IBM Omni-Channel Merchandising This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized users or recipients of the Cloud

More information

Teleopti WFM Implementation Scope of Work

Teleopti WFM Implementation Scope of Work Teleopti WFM Implementation Scope of Work 200-1000 Agents 1 Overview This Statement of Work (SOW) specifies the standard scope of work Teleopti (its representative hereafter referred as Vendor ) will follow

More information

VENDOR LOGO. ** This proposal is valid for a period of 90 days from the above date. [VENDOR] Professional Services Proposal

VENDOR LOGO. ** This proposal is valid for a period of 90 days from the above date. [VENDOR] Professional Services Proposal VENDOR LOGO [VENDOR] Professional Services Proposal Customer Registrar s Office: Document Management Consultation and Implementation Version # [DATE] [VENDOR] Records Management Department [ADDRESS] **

More information

CHAPTER 2: IMPLEMENTATION PHASES AND OFFERINGS

CHAPTER 2: IMPLEMENTATION PHASES AND OFFERINGS CHAPTER 2: IMPLEMENTATION PHASES AND OFFERINGS Objectives Introduction The objectives are: Describe the purpose of the phase planning activity, preconditions, and deliverables in the implementation methodology.

More information

Administration & Security Essentials FOR MICROSOFT DYNAMICS AX 2012 R3

Administration & Security Essentials FOR MICROSOFT DYNAMICS AX 2012 R3 Administration & Security Essentials FOR MICROSOFT DYNAMICS AX 2012 R3 Table of Contents Course Details 1 Prerequisites 1 Course Outline 4 Agenda 11 Course Details This five-day instructor-led course provides

More information

Infrastructure Hosting Service. Service Level Expectations

Infrastructure Hosting Service. Service Level Expectations June 2018 Shared Infrastructure Service TOC Contents... 1 Purpose... 1 Service Overview... 1 Service Warranty... 2 Support Model... 2 Support Hours and Initial Response Times... 3 Support Request Resolution

More information

Siebel Energy Guide. Siebel Innovation Pack 2016 April 2016

Siebel Energy Guide. Siebel Innovation Pack 2016 April 2016 Siebel Energy Guide Siebel Innovation Pack 2016 April 2016 Copyright 2005, 2016 Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement

More information

ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT. Table of Contents

ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT. Table of Contents ORACLE NETSUITE ADVANCED CUSTOMER SUPPORT Table of Contents NetSuite ACS Advise... 2 NetSuite ACS Monitor... 5 NetSuite ACS Optimize... 8 NetSuite ACS Architect... 13 NetSuite Advanced Partner Support...

More information

Microsoft Enterprise. Support Services Description. November 2017

Microsoft Enterprise. Support Services Description. November 2017 Microsoft Enterprise Support Services Description November 2017 Table of content 1 About this document... 2 2 Support services... 3 2.1 How to purchase support... 3 2.2 Description of support services...

More information

IBM Emptoris Contract Management on Cloud

IBM Emptoris Contract Management on Cloud Service Description IBM Emptoris Contract Management on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized users and recipients

More information

IBM Emptoris Supplier Lifecycle Management on Cloud

IBM Emptoris Supplier Lifecycle Management on Cloud IBM Terms of Use SaaS Specific Offering Terms IBM Emptoris Supplier Lifecycle Management on Cloud The Terms of Use ( ToU ) is composed of this IBM Terms of Use - SaaS Specific Offering Terms ( SaaS Specific

More information

DeviceLock Technical Support Guide

DeviceLock Technical Support Guide DeviceLock Technical Support Guide Contents DeviceLock Technical Support Guide... 1 Contents... 1 Introduction... 2 Scope of Technical Support... 2 Technical Support Components and Plans... 2 Service Level

More information

IBM Digital Recommendations

IBM Digital Recommendations IBM Terms of Use SaaS Specific Offering Terms IBM Digital Recommendations The Terms of Use ( ToU ) is composed of this IBM Terms of Use - SaaS Specific Offering Terms ( SaaS Specific Offering Terms ) and

More information

This is agreement is governed by the PSC Master Services Agreement (MSA) (named Master Services Agreement ) found at:

This is agreement is governed by the PSC Master Services Agreement (MSA) (named Master Services Agreement ) found at: IBM WATSON MARKETING SOFTWARE SUPPORT AGREEMENT This is agreement is governed by the PSC Master Services Agreement (MSA) (named 201804 Master Services Agreement ) found at: http://www.purplesquareconsulting.com/master-services-agreements.

More information

Action Recommendation: Budget Impact:

Action Recommendation: Budget Impact: City of Fayetteville Staff Review Form 2018-0773 Legistar File ID 1/15/2019 City Council Meeting Date - Agenda Item Only N/A for Non-Agenda Item Keith Macedo 12/21/2018 INFORMATION TECHNOLOGY (170) Submitted

More information

IBM Emptoris Strategic Supply Management on Cloud

IBM Emptoris Strategic Supply Management on Cloud Service Description IBM Emptoris Strategic Supply Management on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized users and

More information

PROFESSIONAL SERVICES DIGITAL ADVISORY SERVICES GOLD LEVEL OF SERVICE STATEMENT OF WORK TO VERIZON PROFESSIONAL SERVICES SERVICE ATTACHMENT

PROFESSIONAL SERVICES DIGITAL ADVISORY SERVICES GOLD LEVEL OF SERVICE STATEMENT OF WORK TO VERIZON PROFESSIONAL SERVICES SERVICE ATTACHMENT PROFESSIONAL SERVICES DIGITAL ADVISORY SERVICES GOLD LEVEL OF SERVICE STATEMENT OF WORK TO VERIZON PROFESSIONAL SERVICES SERVICE ATTACHMENT This Digital Advisory Services Statement of Work (SOW) is entered

More information

Microsoft Enterprise Services

Microsoft Enterprise Services Microsoft Enterprise Services Description of Services July 2014 Table of content 1 About this document... 2 2 Consulting services... 3 2.1 How to purchase... 3 2.2 Package descriptions... 3 2.2.1 Enterprise

More information

STATEMENT OF WORK. 1. Introduction

STATEMENT OF WORK. 1. Introduction STATEMENT OF WORK Provision of Oracle Taleo 1. Introduction The International Atomic Energy Association (henceforth called as IAEA ) has implemented the first 2 Plateaus of an Enterprise Resource Planning

More information

FINANCIAL MANAGEMENT FOR ACCOUNTS PAYABLE

FINANCIAL MANAGEMENT FOR ACCOUNTS PAYABLE RSM TECHNOLOGY ACADEMY Syllabus and Agenda FINANCIAL MANAGEMENT FOR ACCOUNTS PAYABLE IN MICROSOFT DYNAMICS AX Course Details 3 Audience 3 At Course Completion 3 Course Cancellation Policy 4 Guaranteed

More information

Support Guide for On-Premises Licenses

Support Guide for On-Premises Licenses Support Guide for On-Premises Licenses Version 3 February 2018 Genesys Care Support Guide Page 2 Table of Contents 1 Introduction... 3 2 Customer Care Case Responsiveness... 3 2.1 Definitions... 3 2.2

More information

IBM WATSON CAMPAIGN AUTOMATION SUPPORT AGREEMENT

IBM WATSON CAMPAIGN AUTOMATION SUPPORT AGREEMENT IBM WATSON CAMPAIGN AUTOMATION SUPPORT AGREEMENT This is agreement is governed by the PSC Master Services Agreement (MSA) (named 201711 Master Services Agreement ) found at: http://www.purplesquareconsulting.com/master-services-agreements.

More information

Administration & Security Essentials

Administration & Security Essentials Administration & Security Essentials Microsoft Dynamics AX 2012 R3 Atlanta I Denver I San Francisco I St. Louis I Toronto Table of Contents Course Details 1 Prerequisites 3 Course Outline 4 Agenda 12 Course

More information

VMware Network Virtualization Deploy Service

VMware Network Virtualization Deploy Service DATA SHEET VMware Network Virtualization Deploy Service AT-A-GLANCE The primary objective of this service is a rapid installation, configuration, and high-level validation (deployment) of a reference design

More information