Implementation Services

Statement of Work
PLATINUM IMPLEMENTATION PACKAGE:

In Scope

Remote Kickoff / Project Management

  • Introductions and Project team review
  • ServiceChannel Implementation Methodology
  • Review Customer’s success criteria for the program
  • Explanation of Required data in specific format
  • In Scope review
  • Timeline Expectation
  • Weekly Status meetings

Design Sessions

  • Remote & Onsite review of customer current business processes in relation to work order management and Planned Maintenance
    • — SC will make recommendations on design of how system will function and document
    • — Include two onsite visits by SC Project Manager/Business Analyst
  • Four remote product immersion sessions – Two Compliance Manager & Two Service Automation
  • Initial issue List construction based on ServiceChannel Standard Best Practice
    • — Remote deep dive into Issue list with customer
  • Integration workflow review – if applicable – Integrations to be named
  • Review of legacy data – data mapping session

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 toul

Configuration – Service Automation

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

  • URL configured with client’s name
  • Custom website branding – white labeling
    • — Login Page
    • — Dashboard (Location Portal)
  • Two Dashboards (Location Portal)
  • Dashboard configuration (Request Confirmation, Areas, Feedback, Notes, etc.) – based on business workflow review
  • Standard Issue List load (Specific to Business type – Retail, Restaurant, etc.)
    • — Issue List configuration assistance
      • 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 Rule
  • Import Users
  • Standard Alerts
  • Telecom IVR
  • Contractor GPS enablement
  • Standard Budget Override Configuration
  • Configuration assistance of any non standard Priorities, Categories, Trades, Status, User Rules, Location Notes

Advanced Configuration – Service Automation (If necessary based on business review sessions)

  • Multi-Level Invoice Approval  processes (MLI) – If necessary based on business review
  • Multi-Level Proposal Approval processes (MLP) – if necessary based on business review
  • Auto Invoice Approval processes  – if necessary based on business review
  • Asset importing guidance and configuration assistance – SC to aid in importing 50% of assets
  • Planned Maintenance guidance and configuration assistance – SC to aid in configuration – 50% of planned maintenance schedules
  • Flat file feed processes – if necessary based on business review (Customer’s IT team will need to be included)
    • Location Feed – Standard SC Feed
    • Location Note Feed – Standard SC Feed
    • User Feed – Standard SC Feed
    • MLI Levels Feed – Standard SC Feed
    • Payment/Remittance Manager – Standard SC Feed
  • Single Sign On capabilities – SAML or simple – If Applicable
  • Migration of customer’s legacy data

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

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

Invoice Management (eInvoice)

  • Review Session with AP/IT Team
  • Custom File Structure/Mapping Review – based on customer’s needs
    • — Delivery via email or SFTP process
  • File development by SC
  • Q/A & UAT – 2 iterations
  • Deployment & Roll out

Training (all remote via GoToMeeting)

ClassDescriptionHours
Compliance ManagerEstablish Requirements, Send Invites & (Accept/Decline) Invites , Searching for Contractors, General usability.6
Location Staff TrainingTraining location users on how to enter work orders, search work order history,add notes and provide feedback.4
Day in Life of FM TrainingLearn how to create, search and manage work orders within Service Automation.6
Planned Maintenance ModuleLearn how to create and maintain Planned Maintenance schedules, using ServiceChannel’s best practice.4
Dashboard Admin TrainingLocation Portal Administrative functions & Issue List Management.4
Admin TrainingLearn how to manage Service Automation locations, users, provider assignments, work order properties and more.4
Standard Analytics TrainingLearn 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 TrainingWeb tutorial available for all contractors and 1 hour online sessions (webinar) available upon contractor request.N/A
Total Training Hours30 Hours

Out of Scope

Additional Modules/Integrations

Any configuration or training associated with modules not subscribed to

  • Supply Manager
  • Payment Manager
  • Custom Analytics
    • — Custom Report building assistance

Service Automation Advanced Configuration

  • Data Warehouse

Contractor On-Boarding

  • Fullow 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
  • Configuration of 50% of all system processes – Issue List, Planned Maintenance schedules, Assets
  • Provide data from legacy system in SC format

 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

Deliverables

Deliverables
All Training Sessions Performed
Baseline Configuration of Service Automation Platform
Standard Issue List Configuration
Delivery of custom eInvoice File
Initial configuration document – to be signed off on by customer
Integrations functional and documented