Implementation Services

Statement of Work


In Scope

Remote Kickoff / Project Management

  • Introductions and Project team review
  • ServiceChannel Implementation Methodology
  • Explanation of Required data in specific format
  • In Scope review
  • Timeline Expectation
  • Weekly Status meetings

Design Sessions

  • Four Product Immersion Sessions – Two Compliance Manager & Two Service Automation
  • Issue List Construction based on ServiceChannel Standard Best Practice

Configuration – Compliance Manager (Private Network)

  • Set up Clients Private Network
  • Provide Template notification information for Client to provide to Contractors
  • Training/Assistance in setting up initial (3) requirements provided by Clients
  • Training/Assistance in inviting initial group of contractors (up to 100), using bulk import tool

Configuration – Service Automation

Configuration based on ServiceChannel (SC) Best Practices, client data collection

  • URL configured with client’s name 
  • Two Dashboards (Location Portal)
  • Dashboard configuration (Reports, Feedback, Notes, etc.)
  • Standard Issue List load (Specific to Business type – Retail, Restaurant, etc.)
    • — Basic Issue List configuration
      • Issues, Overrides, Areas, and Interactive Troubleshooting
    • — New Store Warranty Override
  • Location Import
  • Location Note Import
  • GL Code Import
  • Standard Location Notes
  • Standard Trades/NTE
  • Standard Categories
  • Standard Statuses
  • Standard Priority/ETA
  • Standard User Role
  • Import Users
  • Standard Alerts
  • Telecom IVR
  • Contractor GPS enablement

Remote Roll out Support, Handholding & AE Handoff (for up to 1 month)

  • Project Manager & Solutions Specialist will be available remotely for ad hoc questioning for both Compliance Manager & Service Automation

Invoice Management (eInvoice)

  • Review Session with AP/IT Team
  • Standard File Structure/Mapping Review – Standard Spec
    • — Delivery via email or SFTP process
  • File activation by SC

Training (all remote via GoToMeeting)                                               

Class Description Hours
Compliance Manager Establish Requirements, Send Invites & (Accept/Decline) Invites , Searching for Contractors, General usability. 6
Location Staff Training Training location users on how to enter work orders, search work order history,add notes and provide feedback. 4
Day in Life of FM Training Learn how to create, search and manage work orders within Service Automation. 6
Planned Maintenance Module Learn how to create and maintain Planned Maintenance schedules, using ServiceChannel’s best practice. 4
Dashboard Admin Training Location Portal Administrative functions & Issue List Management. 4
Admin Training Learn how to manage Service Automation locations, users, provider assignments, work order properties and more. 4
Standard Analytics Training Learn how to access and navigate the Analytics module, recognize and interpret the top Analytics reports, save a custom view and set up subscriptions to reports. 2
Contractor Training Web tutorial available for all contractors and 1 hour online sessions (webinar) available upon contractor request. N/A
Total Training Hours 30 Hours

Out of Scope

Additional Modules

Any configuration or training associated with modules not subscribed to

  • Supply Manager
  • Payment Manager
  • Custom Analytics
    • — Custom Report building assistance
  • Integration with a contractor’s system
  • Any other custom integration with another system

Service Automation Advanced Configuration

  • Custom website branding – whitelabling
  • Single Sign On capabilities – SAML or simple
  • Multi-Level Invoice Approval  processes (MLI)
  • Multi-Level Proposal Approval processes (MLP)
  • Auto Invoice Approval processes
  • Asset importing
  • Planned Maintenance Configuration
  • Flat file feed processes
    • Location Feed
    • Location Note Feed
    • User Feed
    • MLI Levels Feed

Contractor On-Boarding

  • Follow Up with contractors to assist with registration and profile completion
  • Setup contractor relationships to trades and locations for work order dispatch
  • Nudge contractors to pay attention to invitation

Client Responsibility

Provide Completed ServiceChannel Data Collection Templates

  • Locations
  • Location Notes
  • Users Data
  • GL Codes
  • Telecom
  • Configure Location/Trade/Provider relationships

 Contractor On-Boarding

  • Invite, review and accept contractors into Private Network
  • Follow Up with contractors needing assistance
  • Nudge contractors to complete their profile
  • Setup contractor relationships to trades and locations for work order dispatch

Invoice Management (eInvoice)

  • Internally define business requirements  using the standard SC eInvoice file with assistance of AP/IT contacts
  • Complete testing with ServiceChannel team

Manage System Changes Post Go Live

  • Through provided training sessions client will be able to manage system changes post go live
  • Client will always have ServiceChannel University & Learning Channel as resources


All Training Sessions Performed
Delivery of standard eInvoice File
Baseline Configuration of Service Automation Platform
Standard Issue List Configuration