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:
Table 1: Standard Integrations – SSO
Table 2: Standard Integrations – User Sync
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:
MindTickle Roles and Responsibilities
MindTickle will staff a Professional Services Consultant and a Technical Solutions Architect to deliver the agreed upon Services.
MindTickle Staff Role | Description |
Professional Services Consultant |
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Solutions Architect |
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Technical Solutions Engineer |
|
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.
Customer Staff Role | Description |
Enablement Owner |
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Program Manager |
|
Content Author |
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Enablement Admin |
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Project Manager |
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IT Admin/Developer |
|
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.
Services | Owner | Task/Deliverable/ Meeting | Timeline (Approx.) |
Project Management | |||
Conduct kickoff meeting to align on goals, roles, timeline | MindTickle Professional Services Consultant | Meeting | Week 0-1 |
Create project plan | MindTickle Professional Services Consultant | Deliverable | Week 1 |
Review project plan with Customer | MindTickle Professional Services Consultant | Meeting | Week 1 |
Conduct weekly status meetings to align on tasks, deliverables, timelines and stay on-track for successful project completion | MindTickle Professional Services Consultant | Meeting | Ongoing |
Recommend success metrics for enablement program | MindTickle Professional Services Consultant | Task | Week 1 |
Define, capture baseline metrics before MindTickle program launch | Customer Program Manager | Deliverable | Week 2 |
Define success metric targets/goals for enablement program | Customer Enablement Owner | Deliverable | Week 4 |
Review program pre-launch checklist | MindTickle Professional Services Consultant | Task | Week 7 |
Monitor success metrics periodically after MindTickle program launch | Customer Program Manager | Deliverable | Ongoing |
Site Setup & User Management | |||
Advise on site branding and configuration | MindTickle Professional Services Consultant | Meeting | Week 1 |
Discuss, analyze, advise on User management planning (group structure, roles & permissions, profile fields) | MindTickle Professional Services Consultant | Meeting | Week 2-3 |
Create/update groups, profile fields, roles & permissions | Customer Enablement Admin | Task | Week 3-6 |
Discuss, analyze, advise on automation rules | MindTickle Professional Services Consultant | Meeting | Week 2-3 |
Create/update automation rules | Customer Enablement Admin | Task | Week 3-6 |
Integration Guidance | |||
Validate Customer integrations can be done using existing MindTickle APIs and out-of-the-box connectors | MindTickle Tech Solutions Architect | Task | Week 2 |
Guide on how to connect MindTickle with list of standard applications using existing MindTickle APIs and out-of-the-box connectors | MindTickle Tech Solutions Architect | Meeting | Week 3-4 |
Develop, test, deploy standard integrations | Customer IT Admin/Developer and Customer Enablement Admin | Task | Week 3-6 |
Program/Content Creation and Updates | |||
Complete content creation training (online) | Customer Program Manager, Content Author, Enablement Admin | Task | Week 2 |
Advise on program plan, content structure, settings | MindTickle Professional Services Consultant | Meeting | Week 2 |
Agree on content structure, settings | Customer Program Manager, Enablement Admin | Meeting | Week 2 |
Build content on MindTickle | Customer Content Author, Enablement Admin | Task | Week 3-4 |
Advise on gamification and leaderboard best practices | MindTickle Professional Services Consultant | Meeting | Week 3-4 |
Configure gamification and leaderboards | Customer Enablement Admin | Task | Week 3-4 |
Test content (program team) | Customer Enablement Admin | Task | Week 4-5 |
Test content (alpha group/UAT) | Customer Enablement Admin | Task | Week 4-5 |
Revise, retest program (as needed) | Customer Enablement Admin and Program Manager | Task | Week 5 |
Final content sign-off | Customer Enablement Owner | Deliverable | Week 5 |
Reporting & Analytics | |||
Complete reporting and analytics training (online) | Customer Program Manager, Enablement Admin | Task | Week 5 |
Discuss reporting and analytics best practices, cadence, and recommendations | MindTickle Professional Services Consultant | Meeting | Week 5 |
Communications | |||
Advise on change management, program communications, and engagement strategy | MindTickle Professional Services Consultant | Meeting | Week 5 |
Develop launch strategy, communications plan | Customer Program Manager | Task | Week 5 |
Customize MindTickle communication templates | Customer Enablement Admin | Task | Week 5 |
Deliver pre-launch communications | Customer Enablement Owner or Senior Leaders | Deliverable | Week 6 |
Deliver launch communications | Customer Enablement Owner or Senior Leaders | Deliverable | Week 7 |
Program Launch | |||
Conduct pre-launch readiness check | MindTickle Professional Services Consultant | Meeting | Week 7 |
Launch program | Customer Enablement Admin | Task | Week 7 |
Conduct post-launch debrief | MindTickle Professional Services Consultant | Meeting | Week 8 |
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