Professional Services shall be based on Subscription Package Scope

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

Professional Services Scope – Elevate/Boost Package

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

• Platform Implementation (up to 40 hours)
  • Account settings
  • User management
  • Single Sign On (“SSO”) configuration
  • Tagging framework
• Services are limited based on one MindTickle Platform instance only
• Access to MindTickle’s online Platform training for admins
• Advise on program implementation and leading practices for 1 program (up to 40 hours)
• Guidance and support for standard (see Tables 1 and 2 below) integrations (Up to 10 hours). The integrations in scope include:
  • Up to two 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 (includes SFDC SSO integration)
  • Notifications on Slack and MS teams
  • Zoom integration for ILT (Instructor Led Training) attendance on MindTickle Platform
  • Calendar integrations with Google
  • Content provider systems, such as LinkedIn Learning and SkillSoft
• MindTickle Admin Essentials Public Workshop – to be availed within 6 months from the start of the implementation services
  • Elevate package includes two seats
  • Boost package includes one seat
• If Call AI is part of your implementation package, professional services support includes:
  • Define requirements, goals, timelines, integrations for Call AI
  • Rep and manager walkthrough
  • Follow-up meetings: Integration, setup, Q and A, troubleshooting, launch
  • Tracking and reviewing the progress, analytics and reporting, sharing updates

Note: Measurable results of Call AI analytics are generally observed 3 months post launch

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
   13. SailPoint
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 / Boost Package or if the Customer has not purchased Elevate / Boost Package in an Order, then MindTickle may provide Professional Services as Custom Packages under the terms of mutually agreed Statement of Work to be executed by the parties.

Professional Services Scope – Refresh Package
Included with the Refresh Package, MindTickle shall provide the following Professional Services and Content as a Services:

Professional Services: Up to 10-hrs of Professional Services audit of site and program advisory

• Review existing programs.
• Review invite process and previous automation rules.
• Go over group linking and pros/cons.
• High level overview of how a sync works and how MT actions trigger communications.

CaaS: 1-hour of content consultation and discovery and up to 10-hrs of CaaS to be used for any 1 of the following:

• Customize and brand a pre-existing MindTickle hype video.
• Enhancing existing content.
• Review existing content.

Professional Services Scope – Advisory Package

Included with the Advisory Package, MindTickle shall provide the following Professional Services:

• 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

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 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)
• SFDC – Module sync and opportunity integrations
• Custom reports
  • One-time or cadence-based email reports
  • Creation of reports using the reporting API data set
  • Sales capability index dashboards
  • Development of in-Platform custom reporting
• Integration with business intelligence or data visualization tools
• Content creation
• Building modules in MindTickle

MindTickle Roles and Responsibilities

MindTickle will staff a Professional Services Consultant and a Technical Solutions Architect to provide 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 provide 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 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 .