Professional Services Scope and Services Description

Professional Services Scope and Services Description

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.

MindTickle Staff Role Description
Professional Services Consultant
  • Guides on site setup and User management planning
  • Oversees integrations planning and coordinates 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 & analytics strategy, and others
  • Provides access to MindTickle’s online product onboarding
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 the report

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
  • 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 product usage
Project Manager
  • Manages project plans, deadlines, and deliverables for MindTickle projects
IT Admin/Developer
  • Develops and tests integrations

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

  • 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.