Professional Services shall be based on Subscription Package Scope

MindTickle shall deliver Professional Services to support only the Subscription packages licensed by the Customer.

Professional Services Scope – Elevate Package

Included with the Elevate Package, MindTickle shall deliver the following Professional Services:

• Services are limited based on one MindTickle platform instance only
• Services are provided to one Customer’s enablement group, consisting of a maximum of 2 enablement site owners and 2 program owners
• Set up site (Up to 40 hours)
• Advise on User management
• Access to MindTickle’s online product training for admins
• Advise on program implementation and leading practices for 1 program (up to 40 hours)
• Professional Services Advisory Bundle: Provide consultation and leading practices on topics that may include program implementations, change management, use case deep dive, gamification, engagement, reporting & analytics strategy, and others (up to the number of hours defined in the Order)
• Guidance and support for standard (see Tables 1 and 2 below) integrations (Up to 10 hours). The integrations in scope include:
  • Up to two Single Sign On (“SSO”) integrations limited to the SSO listed in Table 1 below
  • One User sync integration limited to User sync with applications listed in Table 2 below.
  • One SFDC tab integration
  • Notifications on Slack and MS teams
  • Calendar integrations with Google and/or MS Outlook

Table 1: Standard Integrations – SSO

1. SAML 2.0 Supported IdP:
   1. OKTA
   2. Salesforce
   3. Microsoft Azure
   4. Microsoft Dynamics CRM
   5. One Login
   6. IBM Cloud
   7. Oracle HCM
   8. Ping Identity
   9. Veeva
   10. Centrify
   11. Impartner
   12. SecureAuth
2. Google
3. JWT

Table 2: Standard Integrations – User Sync

1. Workday
2. Bamboo HR
3. Okta
4. Azure
5. MS Dynamics
6. SFDC/Veeva

If during the integration process, MindTickle determines that the Customer has SSO, HRMS and other business applications which prevent a standard integration with MindTickle platform, MindTickle will work with 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 – Custom Packages

If Customer requires Professional Services not included in Elevate Package or if the Customer has not purchased Elevate Package in an Order, then MindTickle may deliver Professional Services as Custom Packages under the terms of mutually agreed Statements of Work to be executed by the parties. Alternatively, Customer may purchase Professional Services hours in an Order (described as PS Advisory Hours or Technical Solutions Hours) and define the terms at time of delivery via mutually agreed Statements of Works (or via email for engagement less than 5 hours).

Out-of-Scope Services

The following services are not included and may require additional Fees to deliver. If an out-of-scope service is required, MindTickle and Customer agree to jointly determine and document the scope, level of effort, and tasks in a change order. Out-of-scope services include, but are not limited to, the following:

• Any custom integrations
• Any data cleanup, filtering, or manipulation
• 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
• Content provider systems, such as LinkedIn Learning and SkillSoft
• SFDC Opportunity Integrations
• Custom reports
  • One-time or cadence-based email reports
  • Consulting on reporting API data set
  • Sales Capability Index™ dashboards
  • Development of in-platform custom reporting (Jasper reports)
• Integration with business intelligence or data visualization tools

MindTickle Roles and Responsibilities

MindTickle will staff a Professional Services Consultant and a Technical Solutions Architect to deliver the agreed upon Services.

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 deliver the Services.

Sample Project Plan

The project plan below is an example plan for illustration purposes. MindTickle Professional Services Consultant will work with the Customer to develop a tailored plan during project planning.

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.

Acceptance of Deliverables

• Customer shall have the right to review a deliverable within five (5) calendar days of receipt of subject deliverable 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 deliverable is accepted by Customer.
• If Customer does not respond to MindTickle in writing within the five (5) calendar day review period, subject deliverable shall be deemed accepted by Customer.
• If the Customer does not accept subject deliverable, 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 deliverable and resubmit for review and acceptance.
• Customer agrees to a total of two review cycles for each deliverable in scope.
• If after a total of two attempts the deliverable fails to materially comply with the specifications, then Customer may reject the subject deliverable.
• 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 deliverable.