Professional Services Scope and Services Description available before 20 March 2023

Table of Contents

  1. Elevate Package
  2. Boost Package
  3. Activate Package
  4. CallAI Package
  5. Asset Hub Package
  6. Readiness Index Package
  7. Three Custom Certificates Bundle package
  8. Custom Solutions Package
  9. Services Flex Package
  10. Out of Scope Services for Elevate, Boost, and Activate Package
  11. Mindtickle Roles and Responsibilities
  12. Customer Roles and Responsibilities
  13. Place of Performance
  14. Acceptance of Services

Professional Services shall be based on Subscription Package Scope

Professional Services shall be based on Subscription Package Scope

Professional Services Scope – Elevate package (90 hours over 6-month term)

Included with the Elevate package, Mindtickle shall provide the following Professional Services:

  • Project management related to Mindtickle Platform implementation
    • Guidance and recommendations on enablement/readiness strategy
    • Strategic approach to return on enablement
    • Facilitation of governance strategy and proven framework for defining roles and responsibilities for an enablement center of excellence
    • Advise on Platform implementation and share best practices
  • Account settings
    • Learning site customization
  • Site governance
    • Mindtickle roles and permissions
  • User management and automation
    • Profile management
    • Groups and group automation
  • Tagging framework
    • Define competencies for Ideal Rep Profile™
    • Collaborate on how to weight competencies
  • Advise on program implementation and share best practices
    • Assist with identifying & defining program success metrics
    • Support with program framework & advise on content best practices
    • Share best practices on launch communication and strategy
    • Support with troubleshooting, Q&As and guidance on user acceptance testing (UAT)
    • Review program and Platform level analytics
    • Platform adoption metrics
    • Program success metrics
    • Content adoption metrics
  • Consult on Out of Platform reporting
  • Consulting on Mindtickle’s reporting API data set
  • Consulting on integration with supported business intelligence or data visualization tools
  • Ongoing consulting and program advisory
  • Consult on Single Sign On (SSO) configuration limited to applications in Table 1
  • User sync integration limited to User sync with applications listed in Table 2
  • Salesforce tab integration (includes Salesforce SSO integration)
  • Notifications on Slack and MS teams
  • Zoom integration for ILT (Instructor Led Training) attendance on Mindtickle Platform
  • Private labeling
  • Learning site URL
  • Sender Email ID
  • Calendar integrations with Google
  • Integration with content provider systems, such as LinkedIn Learning and SkillSoft
  • Salesforce Module Data sync and opportunity integrations
  • If Call AI is part of Customer implementation package, Professional Services support includes:
    • Project management deployment of Call AI
    • Strategize and plan along with the Customer to guide on best ways to achieve the outcome they are looking to achieve using Call AI
    • Advise on integration of Call AI, calendar setup, Call score set-up, Q & A, troubleshooting, launch
    • Product walkthrough – Admin, Manager and End-User experience
    • Advise Customers on how to gain insights from Call AI and make informed decisions
  • If Asset Hub is part of Customer implementation package, Professional Services support includes:
    • Project management deployment of Asset Hub
    • Consult on Hubs and Asset Attributes Framework(s)
    • Strategize and plan along with the Customer to guide on best ways to deploy assets to ensure good adoption
    • Advise on Hub Governance and End-User groups set up
    • Admin and End-User experience walkthrough
    • Share best practices on ways to define asset properties
    • Launch support, Product Q&A, and troubleshooting
    • Post launch analytics review and advisory
  • If readiness index is part of Customer implementation package, Professional Services support includes:
    • Consult on how to set up Ideal Rep Profile™(s)
    • Consult on setting up competencies and assigning weights
    • Advise on program selection, and application of tags for readiness index
    • Consult on business metrics correlation set up with readiness index
      • Choosing the right business metrics
      • Salesforce integration or manual correlation
    • Follow-up meetings: Setup, Q&A, troubleshooting, launch
    • Tracking and reviewing the progress, sharing updates
    • Post launch analytics review and advisory

Customer Education

Two seat of Mindtickle Admin Essentials public workshop – to be availed within 6 months from the start of the implementation services

Term

The deployment package will be deemed fully utilized upon completion of 90 hours within the defined term, or if the term expires, whichever is earlier.

Table 1: Standard Integrations – SSO

  • Any SAML 2.0 Supported IdP (some examples below):
    • OKTA
    • Salesforce
    • Microsoft Azure
    • Microsoft Dynamics CRM
    • One Login
    • IBM Cloud
    • Oracle HCM
    • Ping Identity
    • Veeva
    • Centrify
    • Impartner
    • SecureAuth
    • SailPoint
  • OpenID
  • Google SSO
  • JWT

Table 2: Standard Integrations – User Sync

  • Workday
  • Bamboo HR
  • Okta
  • Azure
  • MS Dynamics
  • Salesforce
  • Veeva
  • SFTP with non-standard HR applications, limited to hours pending in the Elevate package, and as agreed upon between Mindtickle and the Customer

If during the integration process, Mindtickle determines that the Customer has SSO, HRMS, and other business applications which prevent a standard integration with the Mindtickle Platform, then Mindtickle will work with the Customer to estimate the additional integration effort involved and submit a change order to Customer for approval before continuing with the integration work.

Professional Services Scope – Boost package (55 hours over 6-month term)

Included with the Boost package, Mindtickle shall provide the following Professional Services:
  • Project management related to Mindtickle Platform implementation
  • Advise on Platform implementation and share best practices
    • Account settings
      • Learning site customization
    • Site Governance
      • Mindtickle roles and permissions
    • User management and automation
      • Profile management
      • Groups and group automation
    • Tagging framework
      • Define competencies for Ideal Rep Profile™
      • Collaborate on how to weight competencies
    • Advice on program implementation and share best practices
      • Assist with identifying & defining program success metrics
      • Support with program framework & advise on content best practices
      • Share best practices on launch communication and strategy
      • Support with troubleshooting, Q&As and guidance on user acceptance testing (UAT)
      • Review program and Platform level analytics
        • Platform adoption metrics
        • Program success metrics
        • Content adoption metrics
  • Consult on Out of Platform reporting
    • Consulting on Mindtickle’s reporting API data set
    • Consulting on integration with supported business intelligence or data visualization tools
  • Ongoing consulting and program advisory
  • Consult on Single Sign On (SSO) configuration limited to applications in Table 1 below.
  • User sync integration limited to User Sync with applications listed in Table 2 below.
  • Salesforce tab integration (includes Salesforce SSO integration)
  • Notifications on Slack and MS teams
  • Zoom integration for ILT (Instructor Led Training) attendance on Mindtickle Platform
  • Private Labeling
    • Learning site URL
    • Sender Email ID
  • Calendar integrations with Google
  • Integration with content provider systems, such as LinkedIn Learning and SkillSoft
  • If Call AI is part of Customer implementation package, Professional Services support includes:
    • Project management related to deployment of Call AI
    • Strategize and plan along with the Customer to guide on best ways to achieve the outcome they are looking to achieve using Call AI
    • Advise on integration of Call AI, calendar setup, Call score set-up, Q & A, troubleshooting, launch
    • Product Walkthrough – Admin, Manager and End-User experience
    • Advise Customers on how to gain insights from Call AI and make informed decisions
    • Note: Measurable results of Call AI analytics are generally observed 3 months post-launch
  • If Asset Hub is part of Customer implementation package, Professional Services support includes:
    • Project management related to deployment of Asset Hub
    • Consult on Hubs and Asset Attributes Framework(s)
    • Strategize and plan along with the Customer to guide on best ways to deploy assets to ensure good adoption
    • Advise on Hub Governance and End-User groups set up
    • Admin and End-User experience walkthrough
    • Share best practices on ways to define asset properties
    • Launch support, Product Q&A, and troubleshooting
    • Post launch analytics review and advisory
  • If readiness index is part of Customer implementation package, Professional Services support includes:
    • Consult on how to set up Ideal Rep Profile™(s)
    • Consult on setting up competencies and assigning weights
    • Advise on program selection, and application of tags for readiness index
    • Consult on Business metrics correlation set up with readiness index
      • choosing the right business metrics
      • Salesforce integration or manual correlation
    • Follow-up meetings: Setup, Q&A, troubleshooting, launch
    • Tracking and reviewing the progress, sharing updates
    • Post launch analytics review and advisory

As part of the Boost package, our managed services team can assist with some of the following activities depending upon the level of effort and available hours.

  • Module creation, copy and publish
    • Create all types of modules from existing content (Quick Updates, Assessment, Quests)
    • Copy and publish modules from one series to another
    • Copy and publish modules from one learning site to another for Customers with multiple learning sites
  • User profile management and automation
    • Groups creation and group automation
    • User assignment automation to series/modules based on profiles.
  • Content migration
    • Support Asset Hub and content center. Assist Customers to move or copy files from content center to Asset Hub. Assist with folder structure creation and moving content to the right location
  • Program launch
    • Assist during program launch and onboarding
  • User management
    • Add/update/deactivate Users on the Platform
    • Create User groups
    • Create automated rules for User profile management and user assignment
    • Enable/grant roles and permissions for different
    • Customer group Admins

Customer Education

One seat of Mindtickle Admin Essentials public workshop – to be availed within 6 months from the start of the implementation services

Term

The deployment package will be deemed fully utilized upon completion of 55 hours within the defined term, or if the term expires, whichever is earlier

Table 1: Standard Integrations – SSO

  • Any SAML 2.0 Supported IdP (some examples below):
    • OKTA
    • Salesforce
    • Microsoft Azure
    • Microsoft Dynamics CRM
    • One Login
    • IBM Cloud
    • Oracle HCM
    • Ping Identity
    • Veeva
    • Centrify
    • Impartner
    • SecureAuth
    • SailPoint
  • OpenID
  • GoogleSSO
  • JWT

Table 2: Standard Integrations – User Sync

  • Workday
  • Bamboo HR
  • Okta
  • Azure
  • MS Dynamics
  • Salesforce
  • Veeva
  • SFTP with non-standard HR applications, limited to hours pending in the Boost package, and as agreed upon between mindtickle and the Customer
If during the integration process, Mindtickle determines that the Customer has SSO, HRMS, and other business applications which prevent a standard integration with the Mindtickle Platform, then Mindtickle will work with the Customer to estimate the additional integration effort involved and submit a change order to Customer for approval before continuing with the integration work.

Professional Services Scope – Activate package (20 hours over 3-month term)

Included with the Activate package, Mindtickle shall provide the following Professional Services:
  • Consult and share leading practices on Platform implementation
    • Account settings
      • Branding
      • Roles and permissions
  • User management
    • Profile management & groups
    • Groups automation
  • Tagging framework
  • Advise on Platform configuration:
    • Consult on Single Sign On (SSO) configuration limited to applications in Table 1
    • User Sync with a limited scope of systems listed as follows:
      • Workday
      • Bamboo HR
      • Okta
      • Salesforce
      • Veeva
  • Salesforce tab integration
  • Consult on program implementation and share leading practices for 1 program
  • If Call AI is part of Customer implementation package, Professional Services support includes:
    • Advise on Integration of Call AI, calendar setup, call score set-up, Q & A, troubleshooting, launch
    • Advise on best practices for tracking, reviewing the progress, analytics, and reporting
  • If Asset Hub is part of Customer implementation package, Professional Services support includes:
    • Consult on Asset Hub and asset attributes framework(s)
    • Advise on Asset Hub governance and End-User groups set up
    • Product Q&A and launch support
  • If readiness index is part of Customer implementation package, Professional Services support includes:
    • Consult on how to set up Ideal Rep Profile™(s)
    • Consult on setting up competencies and assigning weights
    • Advise on program selection, and application of tags for readiness index
    • Product Q&A and launch support

Table 1: Standard Integrations – SSO

  • Any SAML 2.0 Supported IdP (some examples below):
    • OKTA
    • Salesforce
    • Microsoft Azure
    • Microsoft Dynamics CRM
    • One Login
    • IBM Cloud
    • Oracle HCM
    • Ping Identity
    • Veeva
    • Centrify
    • Impartner
    • SecureAuth
    • SailPoint
  • OpenID
  • Google SSO
  • JWT

Customer Education

One complimentary seat of Mindtickle Admin Essentials public workshop – to be availed within 6 months from the start of the implementation services

Term

The deployment package will be deemed fully utilized upon completion of hours within the defined term, or if the term expires, whichever is earlier

Additional Professional Services stand-alone packages that can be availed are listed below:

Call AI – Professional Services support includes (10 hours over 3 months term):

  • Define goals, timelines
  • Advise on integration of Call AI, calendar setup, call score set-up, Q & A, troubleshooting, launch
  • Advise on best practices for tracking, reviewing the progress, analytics and reporting
  • Product walkthrough – Rep and Manager
  • Gain advice from conversation intelligence experts on how to gain insights from Call AI
  • Note: Measurable results of Call AI analytics are generally observed 3 months post launch

Term

The deployment package will be deemed fully utilized upon completion of 10 hours within the defined term, or if the term expires, whichever is earlier

Asset Hub – Professional Services support includes (10 hours over 3 months term):

  • Project management related to deployment of Asset Hub
  • Consult on Hubs and Asset Attributes Framework(s)
  • Strategize and plan along with the Customer to guide on best ways to deploy assets to ensure good adoption
  • Advise on Hub Governance and End-User groups set up
  • Admin and End-User experience walkthrough
  • Share best practices on ways to define asset properties
  • Launch support, Product Q&A, and troubleshooting
  • Post launch analytics review and advisory

Term

The deployment package will be deemed fully utilized upon completion of 10 hours within the defined term, or if the term expires, whichever is earlier

Readiness index – Professional Services support includes (15 hours over 3-month term):

  • Consult on how to set up Ideal Rep Profile™(s)
  • Consult on setting up competencies and assigning weights
  • Advise on program selection, and application of tags for readiness index
  • Consult on Business metrics correlation set up with readiness index
  • Choosing the right business metrics
  • Salesforce integration or manual correlation
  • Follow-up meetings: Setup, Q&A, troubleshooting, launch
  • Tracking and reviewing the progress, sharing updates
  • Post launch analytics review and advisory

Term

  • The deployment package will be deemed fully utilized up on completion of 15 hours within the defined term, or if the term expires, whichever is earlier

Three Custom Certificates Bundle – Professional Services support includes (15 hours over 6-month term):

  • Up to 3 different custom certificates on the same instance
  • Including 15 hours of development and deployment
  • The design will be provided by the Customer and conform to the templates shared by Mindtickle
  • Objectives of such certificates are to:
    • Increase the adoption and gamification in Customer training and certification programs
    • Brand awareness and consistency

Term

  • The deployment package will be deemed fully utilized upon completion of 15 hours within the defined term, or if the term expires, whichever is earlier

Custom solutions – Professional Services support includes (30 hours over 6-month term):

  • Customers can avail a bundle of 30 hours for any non-standard integrations or SFTP/API based user-sync.
  • Depending on the nature of the requirement, some of goals of this package and the subsequent custom solutioning work could include the following, but not limited to:
    • Salesforce deep integration
      • CRM integrations for reducing admin overhead and increasing Mindtickle Platform adoption
      • Deep integration with Salesforce for relevant and contextual
      • Mindtickle content in the flow of work for Sales rep and attributing business metrics with Sales performance.
      • 28 hours of services involvement to include Saleforce SSO, tab, user sync, module data sync and opportunity sync integrations
      • Up to 2 hours of SSO and tab integration consultation, if required
      • Mindtickle ready data without any manipulations
    • SFTP/API based user sync
      • Customers with non-standard HR/user data systems need to automate user provisioning and de-provisioning
      • Reduce admin overhead and license management
      • Automate content assignment in the Mindtickle Platform based on user attributes
      • Up to 2 hours of user profile consultation from the team, if required
      • No to moderate data manipulations

Term

The deployment package will be deemed fully utilized upon completion of 30 hours within the defined term, or if the term expires, whichever is earlier

Professional Services Scope – Services Flex

Mindtickle shall provide the following Professional Services as part of the services flex package:
  • Depending on the numbers of hours purchased, a Professional Services team member can advise on any of the following:
    • Account setup
    • Project planning
    • Change management
    • Integrations
    • User management
    • Use-case deep dive
    • Content structure, planning and development
    • Messaging and communication
    • Program launch
    • Reporting and analytics data and insights
    • Custom reporting
    • Salesforce deep integration
    • Any other custom solutions
  • Premium comprehensive services that deliver rapid adoption and ongoing value realization
  • All products consultation in scope
  • Service lines in scope: strategic services, Professional Services, custom development, solution architecture, managed services
  • All solution discovery (implementation, integration, migration, customization) included
  • Actual effort required per implementation, integration, migration, customization project will vary.
  • Each project effort will be estimated and then consumed from the total hours included.
  • Content as a Service and Essential Admin workshop seats are not in scope

Out-of-Scope Services for Elevate, Boost, and Activate package

There may be additional services that you need which are not included in the packages offered. We will work jointly with you on a service requirement agreement to help you determine and document the scope, level of effort, tasks, and any additional fees. If an out-of-scope service is required, Mindtickle and Customer agree to jointly determine and document the requirements scope, level of effort, and tasks in a change order. Some common out-of-scope services include, but are not limited to, the following:

  • Customers with in-house, niche, non-standard tech stack need to integrate and get full value out of Mindtickle
  • Admins/leadership need data driven insights of their sales org
  • Admins need to automate certain manual/time-taking tasks and workflows
  • Any custom integration or custom solution development for a specific business requirement
  • Any data clean-up, filtering, or manipulation
  • Any Mindtickle Platform administrative tasks
  • Any updates or changes to completed and accepted integrations, including Customer changes to profile fields in the integrated, third-party system for User SSO or User sync
  • Content management system integrations
  • Learning management system integrations (beyond the ones listed above)
  • Custom reports
    • One-time or cadence-based email reports, excel reports
    • Creation of reports using the API data set
    • Readiness index dashboards
    • Development of in-Platform custom reporting
    • Any other out-of-platform dashboards
  • Integration with business intelligence or data visualization tools
  • Content creation

Mindtickle Roles and Responsibilities

Mindtickle will staff a Professional Services Consultant, Technical Solutions Architect, Technical Solutions Engineer and Managed services admin to provide the agreed-upon services.

Mindtickle Staff Role Description
Professional Services Consultant
  • Guides on-site setup, User management planning, project planning guidance
  • Oversees integrations planning and coordinates with other
  • MindTickle team members for the integrations in scope
  • Provides advisory consulting on program implementation, launch, reporting, and leading practices, change management, use case deep-dive, gamification, engagement, reporting and analytics strategy, and others
  • Provides access to MindTickle’s online Platform onboarding
Technical Solutions Architect
  • Collaborate with Customer to define requirements
  • Estimate the time and cost
  • Provides technical guidance on integrations in scope
  • Requirement gathering and update requirements as needed
Technical Solutions Engineer
  • Performs technical integration tasks required to enable Customer to develop and test the integrations in scope
  • Develop and test all custom build
Managed services admin
  • Perform administrative tasks on the Platform as requested by the Customer
  • Assist with user management, automation rules, content migration activities
  • Assist with developing in-platform analytics reporting

Customer Roles and Responsibilities

Customer will staff a team responsible for the duties of the roles below and any additional roles as required. In addition, they will provide timely access to all necessary resources, including personnel, content, IT systems, etc. as necessary for Mindtickle to provide the Services.  
Customer Staff Role Description
Enablement Owner

 
  • Defines overall vision, goals, operational standards, and processes for deploying Mindtickle with Customer organization
Program Manager
  • Develops enablement program plans, drives engagement, and provides reports/data insights
Content Author
  • Develops program content
Enablement Admin
  • Responsible for site and User Admin; supports content authors with Platform usage
Project Manager
  • Manages project plans, deadlines, and scope for Mindtickle projects
IT Admin/Developer
  • Develops and/or configures, and tests integrations

Place of Performance

All Professional Services will be provided at Customer site or in Mindtickle offices remotely, as per the project requirements and as mutually agreed between Mindtickle and the Customer.

Acceptance of Services

  • Customer shall have the right to review the Professional Services rendered within five (5) calendar days of receipt of subject Professional Services from Mindtickle to check it complies with the specifications mutually agreed to by Customer and Mindtickle.
  • Before the end of the five (5) calendar-day review period, Customer shall respond to Mindtickle in writing whether the subject Professional Services is accepted by Customer.
  • If Customer does not respond to Mindtickle in writing within the five (5) calendar day review period, subject Professional Services shall be deemed accepted by Customer.
  • If the Customer does not accept subject Professional Services, then Customer shall provide detailed feedback specifying the required changes and reasoning in writing within the five (5) calendar day review period.
  • Upon receipt of the detailed feedback, Mindtickle shall make reasonable effort to revise subject Professional Services and resubmit for review and acceptance.
  • Customer agrees to a total of two review cycles for each Professional Service in scope.
  • If after a total of two attempts the Professional Service fails to materially comply with the specifications, then Customer may reject the subject portion of the Professional Services.
  • Customer shall receive a credit or refund, as mutually agreed upon by both Parties, of sums owed or paid, as applicable, for the development of the rejected portion of the Professional Services.

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