Professional Services Scope and Services Description

Table of Contents

  1. Professional Services Scope – Readiness Package
  2. Professional Services Scope – Enable package
  3. Professional Services Scope – Transform Package
  4. Professional Services Scope – LMS Package
  5. Professional Services Scope – Custom Technical Solutions Package
  6. Out-of-Scope Services for LMS, Readiness, Enable, and Transform Service Packages
  7. Sales Forecasting (RO&I) Implementation
  8. CallAI Implementation
  9. Asset Hub Implementation
  10. Digital Sales Room Implementation
  11. Readiness Index Implementation
  12. Table 1: Standard Integrations – SSO
  13. Table 2: Standard Integrations – User Sync
  14. Table 3: Standard Integrations – Conferencing Tools
  15. Table 4: Standard Integrations – Dialer Tools
  16. Professional Services (PS) Advisory
  17. Technical Account Manager Services Scope and Description
  18. Mindtickle Roles and Responsibilities of the Implementation Packages
  19. Customer Roles and Responsibilities
  20. Place of Performance
  21. Acceptance of Services

Professional Services shall be based on the Subscription Package Scope. Mindtickle shall provide Professional Services assistance to implement Mindtickle support only for the Subscription packages licensed to the Customer in the relevant order.

Professional Services Scope – Readiness  Package 

Included with the Readiness package, Mindtickle shall provide the following Professional Services for 1(one) Mindtickle instance

  • 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
    • Readiness Index configuration and feature walkthrough
    • Ideal Rep Profile™(s)
    • Customers’ competency model or Mindtickle standard competency model
    • Business metrics correlation with Ideal Rep Profile™(s)
    • Learning site branding and configuration
    • Private labeling of Learning Site URL
    • Private labeling Sender’s email address
    • Coaching program set up, management and reporting
    • 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 1 (one) of the applications in Table 1 below
    • Support for configuring 1 user sync via standard application as listed in Table 2 below OR 1 (one) application via SFTP with non-standard HR applications
    • Access Mindtickle’s learning site within the Salesforce platform (includes Salesforce SSO integration)
    • Notifications on Slack or MS teams
    • Syndicate content provider systems: LinkedIn Learning or SkillSoft
    • Sales Outcome Data sync with Salesforce
    • Learner Performance Synchronization with Salesforce Lightning
    • Salesforce Opportunity Integration to display Learning Modules
    • Salesforce Integrations for Coaching (if required)

Professional Services Scope – Enable package

Included with the Enable package, Mindtickle shall provide the following services for 1(one) Mindtickle instance:

  • 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
    • Readiness Index configuration and feature walkthrough 
    • Ideal Rep Profile™(s)
    • Customers’ competency model or Mindtickle standard competency model
    • Business metrics correlation with Ideal Rep Profile™(s)
    • Learning site branding and configuration
    • Private labeling of Learning Site URL
    • Private labeling Sender’s email address
    • Coaching program set up, management and reporting
    • 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 1 (one) of the applications in Table 1 below
    • Support for configuring 1 user sync via standard application as listed in Table 2 below OR 1 (one) application via SFTP with non-standard HR applications
    • Access Mindtickle’s learning site within the Salesforce platform (includes Salesforce SSO integration)
    • Notifications on Slack or MS teams
    • Syndicate content provider systems: LinkedIn Learning or SkillSoft
    • Sales Outcome Data sync with Salesforce
    • Learner Performance Synchronization with Salesforce Lightning
    • Salesforce Opportunity Integration to display Learning Modules
    • Salesforce Integrations for Coaching (if required)
  • Consult on leading practices on platform setup and configuration for Asset Hub, including:
    • Content organization
    • Content discoverability and search
    • Content tagging
    • Content governance
    • Content metadata definition
    • Analytics review and advisory
    • Advise on standard integrations
      • Salesforce Opportunity Integration with Mindtickle Asset Hub
      • Salesforce Opportunity Integration for Activity Writeback (Admin view only)
      • Salesforce Integration for Revenue Impact of Asset (Admin view only)
  • Consult on leading practices on platform setup and configuration for Digital Sales Rooms (DSRs), including:
    • Digital Sales Rooms Management
    • 1 (one) of the standard integrations with supported CRMs (Salesforce.com, HubSpot, Pipedrive) and Cloud Storage Drives (Google Drive, Sharepoint, OneDrive)
    • Roles and User Management applicable to Digital Sales Rooms
    • Analytics review and Advisory

Professional Services Scope – Transform package

Included with the Transform package, Mindtickle will provide the following Professional Services for 1(one) Mindtickle Instance: 

  • 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
    • Readiness Index configuration and feature walkthrough 
    • Ideal Rep Profile™(s)
    • Customers’ competency model or Mindtickle standard competency model
    • Business metrics correlation with Ideal Rep Profile™(s)
    • Learning site branding and configuration
    • Private labeling of Learning Site URL
    • Private labeling Sender’s email address
    • Coaching program set up, management and reporting
    • 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 1 (one) of the applications in Table 1 below
    • Support for configuring 1 user sync via standard application as listed in Table 2 below OR 1 (one) application via SFTP with non-standard HR applications
    • Access Mindtickle’s learning site within the Salesforce platform (includes Salesforce SSO integration)
    • Notifications on Slack or MS teams
    • Syndicate content provider systems: LinkedIn Learning or SkillSoft
    • Sales Outcome Data sync with Salesforce
    • Learner Performance Synchronization with Salesforce Lightning
    • Salesforce Opportunity Integration to display Learning Modules
    • Salesforce Integrations for Coaching (if required)
  • Consult on leading practices on platform setup and configuration for Asset Hub, including:
    • Content organization
    • Content discoverability and search
    • Content tagging
    • Content governance
    • Content metadata definition
    • Analytics review and advisory
    • Advise on standard integrations
        • Salesforce Opportunity Integration with Mindtickle Asset Hub
        • Salesforce Opportunity Integration for Activity Writeback (Admin view only)
        • Salesforce Integration for Revenue Impact of Asset (Admin view only)
  • Consult on leading practices on platform setup and configuration for Digital Sales Rooms (DSRs), including:
    • Digital Sales Rooms Management
    • 1 (one) of the standard integrations with supported CRMs (Salesforce.com, HubSpot, Pipedrive) and Cloud Storage Drives (Google Drive, Sharepoint, OneDrive)
    • Roles and User Management applicable to Digital Sales Rooms
    • Analytics and Advisory
  • Consult on leading practices on platform setup and configuration for CallAI, including
    • Call scoring and analytics
    • Call recording and analytics
    • Coaching program setup, management, and reporting
    • Launch communication and change management
    • Analytics review and Advisory
    • Advise on standard integrations
        • 1 (one) Calendar sync (Outlook, Google Calendar)
        • 1 (one) of the Conferencing tools listed in Table 3 below
        • 1 (one) of the Dialer tool listed in Table 4 below
        • Two-way Salesforce.com integration with CallAI
        • Salesforce integration for Coaching (if required)
        • Post launch analytics review and advisory

Professional Services Scope – LMS package 

Included with the LMS package, Mindtickle shall provide the following Professional Services for 1(one) Mindtickle instance:

  • 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
    • Readiness Index configuration and feature walkthrough 
    • Ideal Rep Profile™(s)
    • Customers’ competency model or Mindtickle standard competency model
    • Business metrics correlation with Ideal Rep Profile™(s)
    • Learning site branding and configuration
    • Private labeling of Learning Site URL
    • Private labeling Sender’s email address
    • 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 1 (one) of the applications in Table 1 below
    • Support for configuring 1 user sync via standard application as listed in Table 2 below OR 1 (one) application via SFTP with non-standard HR applications
    • Access Mindtickle’s learning site within the Salesforce platform (includes Salesforce SSO integration)
    • Notifications on Slack orMS teams
    • Syndicate content provider systems: LinkedIn Learning or SkillSoft
    • Sales Outcome Data sync with Salesforce
    • Learner Performance Synchronization with Salesforce Lightning
    • Salesforce Opportunity Integration to display Learning Modules

Professional Services Scope: Custom Technical Solutions Package

Under the Custom Technical Solutions Package, Mindtickle Technical Solutions team provides the following services, ensuring alignment with the agreed engagement terms and restricted by technical feasibility:

  1. Standard Integrations: as mentioned in Table 1 to Table 4 
  2. Custom Integrations: Development and deployment of integrations with the customer’s tech stack to meet unique requirements.
  3. Data Management Solutions: Including data clean-up, filtering, manipulation, and migration.
  4. Advanced Reporting: Creation of custom reports, one-time or cadence-based email reports, and dashboards using the reporting API data set.
  5. BI and Visualization Tools Integration: Integration with business intelligence or data visualization tools.
  6. Content Synchronization: Streamlining and automating content updates across platforms.
  7. Updates to Existing Solutions: Modifications to completed and accepted custom solutions, including integrations and reports, based on evolving business needs.

The above listed services are subject to feasibility checks and designed to ensure robust, scalable, and customer-centric outcomes. All the effort required to do such feasibilty checks is a part of the service. 

Assumptions for Custom Technical Solutions Package

  1. Feasibility Checks: The Mindtickle Technical Solutions team will evaluate the feasibility of custom requests and implementations to ensure compatibility with the Mindtickle product’s technical architecture.
  2. Adaptation of Solutions: If a customer requirement does not align with the product’s architecture, the Mindtickle Technical Solutions team will propose alternative approaches to address the requirement and communicate them with the customer for alignment.
  3. Rescoping for Best Fit: If alternative solutions do not meet the customer’s needs, the scope of the requirement will be revisited in collaboration with the customer to define a workable approach that balances feasibility with business requirements. If the customer requirements cannot be changed to align with the Mindtickle Platform architecture or feasiblity, such requirements would then be considered out of scope for the engagement. In such cases, the customer will provide the next set of requirement(s) for the resources to work upon. 

Out-of-Scope Services (for Custom Technical Solutions)

The following services are not in the scope. In the event that an out-of-scope service is deemed necessary, both MindTickle and the customer shall collaborate to ascertain and document the service’s scope, level of effort, and tasks through a change order. Out-of-scope services include the following:

  • Any MindTickle platform administrative tasks
  • Development of in-platform custom reporting
  • Content creation
  • Consult on Mindtickle platform configuration and governance
  • Consult on best practices for User Management
  • Use-case deep dive
  • Advise on best practices for structuring content in Mindtickle
  • Provide framework and guidance on Program setup and launch
  • Deep dive on leveraging Mindtickle Reporting & Analytics Data for Program and Platform level insights

FTE equivalent resource engagement

At Customer’s request, Mindtickle may provide designated resources (“Consultant/s”) for Technical Solutions and such arrangement would be specified in the Order. The assumption for Consultant engagement are as follows:

  1. The term FTE means a ‘Full Time Equivalent’ providing not more than 8 hours per working day or 40 hours of Consultant(s) providing Technical Solutions service per week subject to clause 4 below (pertaining to leaves). FTE engagement can be delivered by a resource or combination of resources on a non-exclusive basis unless otherwise expressly mentioned in the Order. Accordingly, the maximum available number of hours for a 1/2 FTE, 1/3 FTE and 1/4 FTE specified in the Order shall be prorated to 20 hours a week, 14 hours a week and 10 hours a week, respectively subject to reasonable allowances for time off. Any balance of unused time shall not be carried forward to the next day or week.
  2. The Consultant shall provide an estimate of the time required for completing the work post-content analysis phase. The development plan shall continue as per the provided estimates unless there is a change in the scope of work or re-prioritization of work by the Customer.
  3. Consultant will work 10 am to 6 pm (Monday to Friday) during their home office time zone. Meetings outside of these hours can be arranged as mutually agreed between Customer and Consultant.
  4. Consultant will be entitled to reasonable allowances for Paid Time Off, Administration, Sick Leave, and Training.
  5. Consultant will work from home or the Mindtickle office. Any travel to the Customer location will be billed as per Customer travel policies.
  6. Customer will provide the required subject matter expert support and the resources required for any custom development project.
  7. FTE engagements purchased cannot be carried forward after the Term.
  8. On sharing a requirement, the Customer will provide Mindtickle, with a lead time of 5 working days to start working on the requirement.
  9. The timeline for every project/task will be defined and communicated to the Customer by Mindtickle after the requirements are frozen.
  10. For projects/tasks with fixed, predefined timelines by the Customer, the Customer will notify Mindtickle at the earliest date possible. Mindtickle will then analyse the requirement, complete the Solution Document, and share the projected timeline to complete the project/task. If the projected timeline shared by Mindtickle does not meet the target timeline required by the Customer, Mindtickle and Customer will discuss and agree upon one or combination of more than one of the below options:
    1. Explore the possibility of adding an additional resource on the project to pull the expected timeline for completion. This can be explored only if –
      1. There is an available lead time of a minimum fifteen (15) business days before a resource needs to be added; and
      2. The duration for which the additional resource is required is fixed and agreed upon.
    2. Decide on the minimum viable output to be delivered within the target timeline
    3. Explore the possibility of changing the output format in order to reduce the time investment required in development
  11. All timelines communicated by Mindtickle will be based on budgeted Customer review timelines and project steps as set out in the project schedule.

Out-of-Scope Services for LMS, Readiness, Enable, 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
  • Integrations:
    • Multiple integrations per Table
    • Not listed in Table 1 or Table 2 or Table 3 or Table 4
    • With in-house, niche, non-standard applicationstech 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
    • Creation ofAny other out-of-platform dashboards
  • Creation of Content and programs for use on Mindtickle platform
  • 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.

Sales Forecasting (RO&I) Implementation

Following Professional Services will be provided:

    • Business Type Setup
    • Maximum two (2) Business Types (sales, renewals, etc)
    • User Access
    • Standard SFDC Manager hierarchy
    • User access controlled by opportunity-level field assignments
    • Note BoostUp does not support SFDC role-based hierarchy
    • Rollups
    • Standard Filters only
    • Maximum three (3) Custom Forecast Types (commit, best case, upside, etc.)
    • Hierarchy
    • AE/Manager Forecast Submission workflow with deal inclusion criteria
    • Standard Forecast rollups
    • Maximum ten (10) Custom columns
    • Deal inclusion criteria
    • Targets
    • Accounts
    • Maximum six (6) Custom Filters
    • Maximum fifteen (15) custom SFDC fields
    • Opportunities
    • Maximum ten (10) Custom Filters
    • One (1) Sales Process
    • Enable in-line edit
    • Maximum ten (10) custom SFDC fields
    • Opportunity splits not supported as part of the Professional offering
    • Account / Deal Insights
    • Topics
    • Competitors
    • Forecast Dashboard
    • Standard filters only
    • Forecast Trends, Pipeline Trends Dashboards, Pipeline Risk Analytics
    • Maximum three (3) additional custom filters
    • Scoring & Predictions
    • Opportunity Engagement Risk score
    • Account Engagement Risk score
    • BoostUp Projections (enabled for Ops initially until the algorithm has collected the necessary data – generally 2 quarters of history)
    • General
      • oAuth SSO
      • SFDC Automatic User Provisioning
      • SFDC Manager Hierarchy Sync
      • SFDC Validation Rules / Integration User setup (Admin or User based)

Out of Scope: 

  • Custom report design or build

CallAI Implementation

As part of the CallAI Implementation package, Mindtickle shall provide the following Professional Services for 1(one) Mindtickle instance: 

  • Consult on leading practices on platform setup and configuration, including:
    • Call scoring and analytics
    • Call recording and analytics
    • Coaching program set up, management and reporting
    • Launch communication and change management
    • Analytics review and advisory
  • Advise on standard integrations
    • 1 (one) Calendar sync (Outlook, Google Calendar)
    • 1 (one) of the Conferencing tools listed in Table 3 below
    • 1 (one) of the Dialer tool listed in Table 4 below
    • Two-way Salesforce.com integration with CallAI
    • Salesforce integration for Coaching (if required)

Out of Scope: 

  • Migration of Call Recordings from other software/platforms. 
  • Custom report design or build

Asset Hub Implementation

As part of the Asset Hub Implementation package, Mindtickle shall provide the following Professional Services for 1(one) Mindtickle instance: 

  • Consult on leading practices on platform setup and configuration including:
    • Content organization
    • Content discoverability and search
    • Content tagging
    • Content governance
    • Content metadata definition
    • Analytics review and advisory
    • Advise on standard integrations
      • Salesforce Opportunity Integration with Mindtickle Asset Hub
      • Salesforce Opportunity Integration for Activity Writeback (Admin view only)
      • Salesforce Integration for Revenue Impact of Asset (Admin view only)

Out of Scope: 

  • Migration of Content and assets from other software/platforms. 
  • Creation of Content and programs for use on Mindtickle platform
  • Custom report design or build

Digital Sales Room Implementation

As part of the Digital Sales Room Implementation package, Mindtickle shall provide the following Professional Services for 1(one) Mindtickle instance:

  • Consult on leading practices on platform setup and configuration, including:
  • Digital Sales Rooms Management
  • 1 (one) of the standard integrations with supported CRMs (Salesforce.com, HubSpot, Pipedrive) and Cloud Storage Drives (Google Drive, Sharepoint, OneDrive)
  • Roles and User Management applicable to Digital Sales Rooms
  • Analytics review and advisory

Readiness Index Implementation

As part of the Readiness Index Implementation package, Mindtickle shall provide the following Professional Services for 1(one) Mindtickle instance:

  •  
  • Readiness Index walkthrough and consult on how to set up one Ideal Rep Profile for one role
  • Consult on setting up competencies and assigning weights
  • Advise on program selection and application of tags for Readiness Index
  • Consult on Business metrics correlation set up with Readiness Index
  • Choosing the appropriate and high priority business metrics
  • SFDC integration or manual correlation
  • Follow-up meetings: Setup, Q&A, troubleshooting, launch 
  • Tracking and reviewing the progress, sharing updates 
  • Analytics review and Advisory 

Out of Scope: 

  • Custom report design or build

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

  • Webex
  • Zoom
  • MS Teams
  • Google Meets
  • GoTo

Table 4: Standard Integrations – Dialer Tools

    • Cloudtalk
    • Salesloft
    • RingCentral
    • Dialpad
    • Aircall
    • Genesis
    • Outreach
    • Salesforce Dialer
    • Five9

    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.

Professional Services (PS) Advisory

Included with the Professional Services Advisory Package, MindTickle shall provide following services based on the number of hours purchased: 

  • Consult on Mindtickle platform configuration and governance
  • Consult on best practices for User Management
  • Use-case deep dive
  • Advise on best practices for structuring content in Mindtickle
  • Provide framework and guidance on Program set up and launch
  • Deep dive on leveraging Mindtickle Reporting & Analytics Data for Program and Platform level insights
  • Consult on Standard Mindtickle supported integrations with 3rd party platforms
  • Design onboarding instruction and enablement
  • Design and launch Revenue Productivity Center of Excellence
  • Design and oversee reporting for Revenue Productivity metrics
  • Design program based enablement updates
  • Design coaching and ongoing training curriculum
  • Design change management framework and strategy
  • Other consultation may be provided based on the Customer’s requirements, within the hours specified in the order form. 

Professional Services Advisory Engagement Terms

Mindtickle will provide a resource (“Consultant”) for providing PS Advisory Services subject to the following terms and conditions:

  • US based Consultants will work 9 am to 5 pm during their home office time zone. India based Consultants will generally work 12pm to 9pm during their home time zone. Meetings outside of these hours can be arranged as mutually agreed between Customer and Consultant.
  • Consultant will be entitled to reasonable allowances for Paid Time Off, Administration, Sick Leave, and Training.
  • Consultant will work from home or the Mindtickle office. Any travel to the Customer location will be billed as per Customer travel policies.
  • PS Advisory Services purchased cannot be carried forward after the Term.

Out-of-Scope Services (for PS Advisory)

The following services are not in the scope of the contract and may require additional fees to be delivered. In the event that an out-of-scope service is deemed necessary, both MindTickle and the Customer shall collaborate to ascertain and document the service’s scope, level of effort, and tasks through 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
  • SFDC – Module Sync and Opportunity Integrations
  • Custom reports
    • One-time or cadence-based email reports
    • Creation of reports using the reporting API data set
    • Readiness Index dashboards
    • Development of in-platform custom reporting
  • Integration with business intelligence or data visualization tools 
  • Content creation
  • Data migration 

Technical Account Manager Services Scope and Description

Following Professional Services will be provided:

  • Business Type Setup
    • * Maximum two (2) Business Types (sales, renewals, etc)
  • User Access
    • Standard SFDC Manager hierarchy
    • User access controlled by opportunity-level field assignments
    • Note BoostUp does not support SFDC role-based hierarchy
  • Rollups
    • Standard Filters only
    • Maximum three (3) Custom Forecast Types (commit, best case, upside, etc.)
    • Hierarchy
    • AE/Manager Forecast Submission workflow with deal inclusion criteria
    • Standard Forecast rollups
    • Maximum ten (10) Custom columns
    • Deal inclusion criteria
    • Targets
  • Accounts
    • Maximum six (6) Custom Filters
    • Maximum fifteen (10) custom SFDC fields
  • Opportunities
    • Maximum ten (10) Custom Filters
    • One (1) Sales Process
    • Enable in-line edit
    • Maximum ten (10) custom SFDC fields
    • Opportunity splits not supported as part of the Professional offering
  • Account / Deal Insights
    • Topics
    • Competitors
  • Forecast Dashboard
    • Standard filters only
  • Forecast Trends, Pipeline Trends Dashboards, Pipeline Risk Analytics
    • Maximum three (3) additional custom filters
  • Scoring & Predictions
    • Opportunity Engagement Risk score
    • Account Engagement Risk score
    • BoostUp Projections (enabled for Ops initially until the algorithm has collected the necessary data – generally 2 quarters of history)
  • General
    • oAuth SSO
    • SFDC Automatic User Provisioning
    • SFDC Manager Hierarchy Sync
    • SFDC Validation Rules / Integration User setup (Admin or User based)

Mindtickle Roles and Responsibilities of the Implementation Packages

Mindtickle will staff a Professional Services Consultant, & Solutions Architect 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
Solutions Architect
  • Provide technical guidance on standard, in-scope integrations

  • Performs technical integration tasks required to enable Customer to configure and test the integrations in scope

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 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 Platform usage
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 acknowledge that implementing Mindtickle is a coordinated effort between the Customer and Mindtickle Professional Services teams. The customer agrees to take ownership of activities identified as the customer’s responsibility during the implementation of Mindtickle.

Customers agree to perform the following activities and/or prepare the following pre-requisites for each implementation package:

Package Customer responsibilities or pre-requisites
LMS
  • Customer must come with a competency model to be implemented on the Mindtickle platform at or before executing 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 sources
  • If/When Customer does not have a program available in time, Customer agrees to deploy a program from the below sources
    • Any template from the Mindtickle template gallery
    • Purchase a program from Mindtickle’s Partners
Readiness
  • All responsibilities and pre-requisites in the LMS package and;
  • Identify by no later than week 2 of the implementation a cohort of 2-3 front line managers for the coaching session
  • If/When Customer does not have a program available in time, The Customer agrees to deploy a program from the below sources
    • 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 LMS and Readiness package.
Transform
  • All responsibilities and prerequisites in the Enable package, and
  • Identify by week 2 of the implementation a cohort of 2-3 front-line managers for CallAI

Prior to implementation kick-off, Customer admin(s) involved in the project shall attend either self-paced training on Mindtickle University or live workshops hosted by Mindtickle for subscribed products as per the Recommended training chart shown below

Table

Place of Performance

All Professional Services will be provided at the 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.

If Customer procured SKO Services through respective Order, the scope and description of SKO Services is described here

Professional Services Scope and Services Description available from 20 March 2023 till 26 Feb 2024

Professional Services Scope and Services Description available before 20 March 2023

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