Managed Services Scope and Services Description

  1. Managed Services Description

    Managed Services provides assigned administrative support personnel(s) who perform the following services:

    • Series and Module creation
      • Create all types of Modules from existing content
      • Copy/Move and publish modules from one series to another
      • Copy and publish modules from one learning site to another for customers with multiple learning sites
      • Change settings in all Module types, including email templates
      • Configure group/collaborator settings as required
      • Invite learners to Modules/Series
      • Assist during Program launch and Onboarding
    • User Management and Automation
      • Add/Update/Deactivate Users on the Platform
      • Enable/grant roles and permissions for different Customer group Admins
      • Groups creation and Addition of users to groups
      • Automate User addition/removal to specific User Groups using Automation rules
      • Schedule or Automate learners’ invitation to series/module
    • Analytics
      • Configure in-platform custom reports
      • Bookmark and schedule in-platform custom reports to send cadence based reports to Admins
    • Content Management
      • Create Folder Structure within Content center and add content to the appropriate folders
      • Rearrange existing content into folder structures
      • Content Archival
      • Create Asset Hubs and update Asset Hub properties (Permissions , attributes, File expiration etc)
      • Add/Remove collaborators to Hubs
    • Miscellaneous
      • Appoint/Replace/Remove reviewers for Missions and Coaching sessions
      • Mark learner completion (only on Courses, Quick-Updates and Assessments) based on historical data
      • Manage attendance on ILT Sessions
      • Reset Learner Progress on modules (only on Courses, Quick-Updates and Assessments)
      • Create and Apply Tags
      • Create program level certifications and build certification criteria

    Out-of-Scope Services
    Managed Services Administrative Support does not perform the following:

    • Create or update program content
    • Provide any advisory or consulting on Mindtickle settings for optimum use of the product
    • Check the accuracy or validity of content
    • Migrate content from non Mindtickle platforms or vendors. Content migration services can be part of a custom quoted scope of work for the Customer, if applicable.

    Delivery Timeframe
    The delivery timeframe for each project or service request will vary based on the project scope and parameters like; Complexity, access to data, resource availability etc. The delivery timeline will be communicated to the customer by the assigned Managed Services Admin.

    Customer agrees to perform the following responsibilities:

    1. Appoint a supervisor to direct the services of the Managed Services personnel. Mindtickle Managed Services personnel shall only accept requests from the appointed supervisor or named delegates.
    2. Where applicable, use the templates provided by Managed Services personnel to define the service request, tasks or content.
    3. In a timely manner, grant access to systems and materials that the Managed Services personnel needs to fulfil the service request.
    4. Manage the workload of the Managed Services personnel so that it doesn’t exceed available hours per given week. The maximum hours per week shall be based on the number of FTE count specified in the Order. The term FTE means a ‘Full Time Equivalent’ providing not more than 40 hours of Managed Services per week. FTE engagement can be delivered by a resource, or a combination of resources provided on a non-exclusive basis unless otherwise expressly mentioned in the Order. Accordingly, the maximum number of hours for a 1/2 FTE, 1 FTE and 2 FTEs specified in the Order Form shall be 20 hours a week, 40 hours a week and 80 hours a week, respectively.  Consultants will be available on the contracted basis with reasonable allowances for PTO, Administration, Sick Leave, and Training
    5. India based Consultants will generally work M-F 2pm to 11pm IST.  Meetings outside of those hours can be arranged as mutually agreed between Customer and Consultant
    6. In the event the workload exceeds the agreed maximum hours per month, then Customer and Mindtickle agree to:
      1. Rebalance the workload
      2. Increase the time frame for completion
      3. Increase the number of full-time resources with a change order process.
    7. Unless explicitly stated otherwise in this agreement or mutually agreed upon by both parties via email, business hours and days do not include Saturdays, Sundays, or Customer-declared holidays. 
If Customer procured SKO Services through respective Order, the scope and description of SKO Services is described here

For Managed Services purchased before 26 February 2024, please refer to the description here