Professional Services Scope and Services Description available from 20 March 2023

Table of Contents

  1. Professional Services Scope – TEACH package
  2. Professional Services Scope – ENABLE package
  3. Professional Services Scope – PREDICT package
  4. Professional Services Scope – SELL package
  5. Professional Services Scope – TRANSFORM package

    Table 1: Standard Integrations – SSO

    Table 2: Standard Integrations – User Sync

    Table 3: Standard Integrations – Conferencing Tools

  6. Out-of-Scope Services for Teach, Enable, Predict, Sell and Transform Service Packages
  7. Technical Account Manager Services Scope and Description
  8. Premium Support Services
  9. Mindtickle Roles and Responsibilities of the Implementation Packages
  10. Customer Roles and Responsibilities
  11. Place of Performance
  12. Acceptance of Services

Professional Services shall be based on Subscription Package Scope.

Mindtickle shall provide Professional Services to support only the Subscription packages licensed to the Customer in the relevant Order.

Professional Services Scope – TEACH package

Included with the TEACH package, Mindtickle shall provide the following Professional Services:
  • Consult on leading practices on platform setup and configuration, including:
    • Account settings
    • Roles and Permissions
    • User, profile management
    • Groups and group automation
    • Tagging framework and governance
    • Ideal Rep Profile™(s)
    • Customers’ competency model or Mindtickle standard competency model
    • Application of tags
    • Business metrics correlation with Ideal Rep Profile™(s)
  • Advise on learning program implementation and leading practices, including:
    • Identify and define enablement program success metrics
    • Structure enablement programs to enable multimodality and micro learning
    • Launch communication and change management
    • Program and platform level reporting and analytics
    • Out of platform reporting using Mindtickle standard APIs
  • Advise on standard integrations:
    • Single Sign On (SSO) limited to applications in Table 1 below
    • User sync integration limited to User Sync with applications listed in Table 2 below
    • Salesforce tab (includes Salesforce SSO integration)
    • Notifications on Slack and MS teams
    • Syndicate content provider systems: LinkedIn Learning and SkillSoft
  • Post launch analytics review and advisory

Professional Services Scope – ENABLE package

Included with the ENABLE package, Mindtickle shall provide the followings services in addition to the TEACH package:

  • Consult on leading practices on platform setup and configuration, including:
    • Learning site branding and configuration
    • Private labeling of Learning Site URL
    • Support for configuring 1 user sync via standard application as listed in Table 2 below OR via SFTP with non-standard HR applications
    • Digital Sales Room deployment
    • Coaching program set up, management and reporting
    • Salesforce Integrations for Asset Hub and Coaching (if required)
  • Advise on content management and leading practices, including:
    • Content organization
    • Content discoverability and search
    • Content tagging
    • Content governance
    • Content metadata definition

Professional Services Scope – PREDICT package

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

  • Consult on leading practices on platform setup and configuration, including:
    • Call scoring and analytics
    • Coaching framework
    • Call recording and analytics
    • Launch communication and change management
    • Sales forecast settings
    • Coaching program set up, management and reporting
  • Advise on standard integrations
    • Single Sign On (SSO) limited to applications in Table 1 below
    • User sync integration limited to User Sync with applications listed in Table 2 below
    • Calendar synch
    • Conferencing tools listed in Table 3 below
    • Dialer tool
    • Call AI and BoostUP.ai
    • Two-way Salesforce.com integration with CallAI
    • Salesforce integration for Coaching (if required)
  • Post launch analytics review and advisory

Professional Services Scope – SELL package

Included with the SELL package, Mindtickle shall provide the followings services in addition to the PREDICT package:

  • Consult on leading practices on platform setup and configuration, including:
    • Learning site branding and configuration
    • Private labeling of Learning Site URL
    • Digital Sales Room deployment
    • Support for configuring a user sync via standard application as listed in Table 2 below OR via SFTP with non-standard HR applications
    • Salesforce Integration for Asset Hub
  • Advise on content management and leading practices, including:
    • Content organization
    • Content discoverability and search
    • Content tagging
    • Content governance
    • Content metadata definition

Professional Services Scope – TRANSFORM package

TRANSFORM package include all the scope and limitations of the SELL and ENABLE packages.

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

Table 3: Standard Integrations – Conferencing Tools

  • Cloudtalk
  • Salesloft
  • Webex
  • RingCentral
  • Freshsales
  • HubSpot
  • Dialpad
  • Zoom Integration
  • Aircall
  • MS Teams

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.

Out-of-Scope Services for Teach, Enable, Predict, Sell and Transform Service Packages

Out-of-scope services include, but are not limited to, the following:

  • Data export, clean up, import, filtering, transformation that may be part of any kind of migration effort including and not limited to:
    • Call recordings from any other software / platform.
    • Content, content structure, content metadata from any other software / platform.
  • White labeled version of Mindtickle’s mobile app.
  • Content, content structure, content metadata from any other software / platform.
  • Integrations
    • not in Table 1 or Table 2
    • with in-house, niche, non-standard tech stack
  • Custom solution development for a specific business requirement
  • 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
  • Custom reports
    • One-time or cadence-based email reports, excel reports
    • Creation of reports using the API data set
    • Development of in-Platform custom reporting
    • Any other out-of-platform dashboards
  • Content creation
When Customers require additional services or scope, Mindtickle will work jointly with Customer on a Statement of Work agreement to analyze and document the scope, level of effort, tasks, and additional fees.

Technical Account Manager Services Scope and Description

Mindtickle Technical Account Manager Service provides a named technical support specialist who applies knowledge of the customer’s use cases and business objectives to optimize and maintain the day to day operations of the platform.

The Technical Account Manager’s responsibilities include:

  • Serve as the single point of contact for all technical issues raised with the Mindtickle Support desk.
  • Prioritize and work Customer’s issues with the support engineers.
  • Provide root cause analysis for top severity issues and outages.
  • Monitor the performance of the Mindtickle platform and take appropriate actions to load balance, tune and optimize it.
  • Monitor the platform for status on scheduled jobs, logs and alerts.
  • Provide monthly report on the status and trends of the MindTickle support tickets.
  • Assist with testing and support during program launches to minimize issues and maintain Service Level Agreement (SLA)

Scope Limits and Assumptions:

  • The named Technical Account Manager personnel will work per the applicable hours per week per the FTE agreed. The maximum hours per week shall be based on the number of FTE count specified in the Order. The term FTE means a dedicated ‘Full Time Employee’ providing not more than 40 hours of technical account management services per week. 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.
  • The Technical Account Manager is based out of India. Mindtickle shall endeavour to provide a minimum time zone overlap time of 2 business hours, based on the location of the Customer’s main point of contact.
  • 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 FTE count with a change order process.
  • Unless expressly provided otherwise herein or agreed otherwise by the parties over email, business hours/ business days shall exclude Saturdays and Sundays and the days on which Customer has a declared holiday.

Premium Support Services

Included with the Premium support package, Mindtickle shall provide the following premium services:
  • Access to all documentation on the Mindtickle Helpsite (help.mindtickle.com).
  • Access to Success Accelerators: Pre-scoped advisory and enablement engagements focused on achieving business outcomes.
  • Professional services advisory – monthly sessions where a Mindtickle Professional Services Consultant will be available to consult on Mindtickle product features, capabilities and share best practices on using Mindtickle during the scheduled time.
  • Technical and integration consultation – monthly sessions where an Mindtickle Technical Architect will be available to to consult on integration, technical architecture and custom solutioning approaches during scheduled times
  • Content consultation – bi weekly office hour type sessions where a Learning Consultant or Design Consultant from Mindtickle’s Content as a Service team will be online and ready to consult on program design, content design and structuring during a scheduled time
  • Annual Health Check to help the customer fine tune their Mindtickle implementation by providing the customer with guidance on areas and processes that are working well or that can be optimized.
  • Annual infrastructure performance and load tuning of the customer’s instance(s)

Mindtickle Roles and Responsibilities of the Implementation Packages

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

 

Mindtickle Staff RoleResponsibilities
Professional Services Consultant
  • Project management
  • Advise implementation and configuration
  • Provide leading practices
  • Oversees other Mindtickle roles
Technical Solutions Architect
  • Provide technical guidance on standard, in-scope integrations
Technical Solutions Engineer
  • Performs technical integration tasks required to enable Customer to develop and test the integrations in scope
Managed services admin
  • Perform platform administration tasks as requested by the Professional Services Consultant

Customer Roles and Responsibilities

Customer will staff a team responsible for the duties of the roles below and any additional roles as required.

Customer Staff RoleDescription

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
Customers will provide timely access to all necessary resources, including personnel, content, IT systems, etc. as necessary for Mindtickle to provide the Services. Customers agrees to perform the following activities and/or prepare the following pre-requisites for each implementation package:

Package Customer responsibilities or pre-requisites
Teach
  • Customer must come with a competency model to be implemented on the Mindtickle platform at or before the execution of the contractual agreements.
  • If/When Customer does not have a competency model available in time, Customer agrees to use the default Mindtickle ideal rep profile and prioritize up to 5 competency groupings
  • Customer must come with an enablement program ready to deploy from the following sourcess
  • If/When Customer does not have a program available in time, Customer agrees to deploy a program from the below sources
    • Any Mindtickle Ready-To-Deploy programs
    • Any template from the Mindtickle template gallery
    • Purchase a program from Mindtickle’s Partners
Enable
  • All responsibilities and pre-requisites in the Teach package and:
  • Identify by no later than week 2 of the implementation a cohort of 2-3 front line managers for the coaching session
Predict, Sell
  • Identify by no later than week 2 of the implementation a cohort of 2-3 front line managers for the coaching session
Transform
  • All responsibilities and pre-requisites in the Enable and Sell packages.

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.

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