SKO Services Scope and Description

Table of Contents

Mindtickle will provide below a series of services (“Services”) delivered throughout the term mentioned in the ordering document to support Customer’s Sales Kick Off or Annual Kick off (“SKO”) event. These Services are scheduled engagements that are coordinated via Mindtickle resources mentioned below.

Mindtickle Resources

Mindtickle will be responsible for staffing a Professional Services Consultant, Managed Services Admin and Content as a Service Resource who shall deliver the services.

 

Mindtickle Staff RoleDescription
Professional Services Consultant (PSC)
  • Guides on program setup and planning
  • Provides advisory consulting on program implementation, launch, reporting, and leading practices, change management, use case deep dive, gamification, engagement, reporting & analytics strategy, and others
Managed Services Admin (MS)
  • Performs admin related activities like adding/removing updating users
  • Program framework build and content upload into programs based on approved program structure, user invitation, email template updates & in-platform report assistance
Content as a Service (CaaS) Resource
  • Analyses the content, identify gaps, creates structure, develop Scripts, Storyboards, recommends Mindtickle best practices for content development
  • Develops the assets (Videos, PDFs, SCORMs) as mentioned in the structure
  • Reviews & tests the assets on the platform
  • Plans for Project to ensure timely completion, allocates resources, communicates updates to the customer
  • Ensures feedback implementation & completion of project as per customer expectations

Customer Responsibilities

Customer will staff a team responsible for the duties of the roles below and any additional roles as required. In addition, Customer will provide timely access to all necessary resources, including personnel, content, IT systems, etc. as necessary for Mindtickle to deliver the Services. 

In addition:

  • The Customer team will be required to do one round of review, and provide feedback and approvals at each stage of the content development as listed below:
    • Content Walkthrough
    • Prototype approval
    •  Alpha Version
    • Gold Version
    • Customer Sign-off
    • Content Upload
  • The customer will provide access to branding guidelines, an image library (if available).
  • The customer will also provide any internal videos (from leadership/Subject Matter Experts (SMEs)) that are needed to be used for the Sales Kick Off.
  • The packages are term-bound and thus to be able to meet the scheduled timelines, the customer will provide the inputs and approvals throughout the process as per the project schedule laid down for the implementation.

SKO Pro

Mindtickle will provide the following Services as part of SKO Pro package:

Content as a Service ("CaaS")

Scope of CAAS
  • Custom content development (Videos, PDFs, Interactive SCORMs, VoSS) for:
    • Pre and Post SKO material
    • Break out rooms during SKO
  • Custom landing and overview pages for hubs, series, home pages.
  • Any other custom platform collateral
  • Theme-based gamified learning on Mindtickle using leaderboard and badges
Out of scope
  • 3D animation/character based videos, Illustrated character based 2D videos.
  • Shooting and production of venue or in-person videos.
  • Event management and logistics
  • Onsite engagement
Assumptions
  • The overall content development across all the activities will be limited to a maximum of 1.5 hours of seat-time (average time required by a learner to consume the content)
  • All the content will be delivered in combination of output formats (such as PDFs, videos, PPTs, Interactive SCORM files, knowledge checks) and uploaded on the platform as decided in the outline defined and finalized before initializing development.
  • The CaaS team will provide a schedule and project plan once the requirements have been finalized.
  • Company branding guidelines, access to image library and all source material to build the content will be provided by the customer.

Professional Services ("PS")

Scope of PS :

Pre SKO
  • Build and manage a project plan for the SKO program in collaboration with the customer
  • Advice on SKO program content structure and design in the platform
  • Consult on best practices to manage groups and users access to the SKO program
  • Provide best practices for promoting adoption and excitement of the SKO event and prework
SKO
  • Advise on speaker session and breakout session structure
  • Help develop a plan for ensuring participants get the best experience out of the platform, are able to easily access their schedules, materials and other items needed during SKO
  • Provide best practices and use cases for gamification and driving engagement during the event
  • Be a POC (remotely) during the event for the client team to offer support and advice
Post SKO
  • Advise on the structure of any post-SKO learning being set up in the platform
  • Provide guidance on post-SKO series structure and invites
  • Best practices on how to drive engagement post the event
  • Advise on the best way to structure learning so that the excitement around the event continues and event learning is reinforced
Out of Scope
  • Onsite Engagement

Managed services

Scope of Managed Services:
Mindtickle Managed Services will support creating the SKO series and module structure, uploading existing content into the predetermined module types, and support content assignment for defined learners in Mindtickle based on a framework agreed between the customer and Mindtickle. Additionally, managed services can also perform the following:
  • User Management
    • Add/Update/Deactivate Users on the Platform
    • Create User Groups for SKO
    • Create automated rules for User profile management and user assignment
  • Copy/Configure Modules/Series
    • Move modules from one Series to another and publish Modules
    • Invite learners to Modules/Series part of Pre SKO, SKO or Post SKO
    • Change settings in all Module types, including email templates
    • Retrigger emails for specific learners within a Series/Modules
    • Configure group/collaborator settings as required
    • ILT Sessions configuration and learner management
  • Analytics
    • Configure in-platform analytics for the learning site including setting up hierarchy and manager rollup
    • Configure in-platform analytics to send cadence-based reports to Admins
  • Module updates
    • Appoint reviewers for Missions and Coaching sessions according to directions given by the Customer’s Admins
    • Replace/remove reviewers for Missions and Coaching sessions
    • Invite learners to ILTs and mark attendance
Out-of-Scope :
Managed Services Administrative Support does not perform the following:
  • Create or update program content
  • Provide any advisory or consulting on Mindtickle settings for optimum use of the product (provided by Professional Services)
  • Check the accuracy or validity of the content
  • Onsite Engagement

SKO Express

Mindtickle will provide the following services as part of SKO Express package.

Content as a Service

Scope of CAAS:
  • Access to any 2 RTDs (usage limited to a maximum of 300 Users) during the term of the contract.
  • Development of standard pre and post SKO material and platform collaterals
  • Refining existing content for breakout rooms during SKO
Out of scope:
  • 3D animation/character based videos, 2D videos.
  • Shooting and production of venue or in-person videos.
  • Theme based gamified learning
  • End to end program development for any use case other than SKO
  • Onsite engagement
  • Event management and logistics
Assumptions:
  • The overall content development across all the activities will be limited to a maximum of 30 minutes of seat-time (average time required by a learner to consume the content including the knowledge check questions and missions).
  • All the developed content will be uploaded on the platform as decided in the outline defined and finalized before initializing development.
  • The CaaS team will provide a schedule and project plan once the requirements have been finalized. 
  • Company branding guidelines, access to image library and all source material to build the content will be provided by the customer.

Professional Services

Scope of PS:
  • Advise on series structure and design. 
  • Consult on best practices to manage groups and users’ access to the SKO program
  • Provide best practices for promoting adoption and excitement of the SKO event and prework
  • Provide best practices and use cases for gamification and driving engagement during the event
  • Provide guidance on post-SKO learning activities which can be supported in Mindtickle
Out of Scope:
  • Onsite Engagement

Managed services

Scope of Managed Services:
  • User Management
    • Add/Update/Deactivate Users on the Platform
    • Create User Groups for SKO
    • Create automated rules for User profile management and user assignment
  • Analytics
    • Configure in-platform analytics to send cadence-based reports to Admins
  • Module updates
    • Appoint reviewers for Missions and Coaching sessions according to directions given by the Customer’s Admins
    • Replace/remove reviewers for Missions and Coaching sessions
    • Invite learners to ILTs and mark attendance
Out-of-Scope:

  • Managed Services Administrative Support does not perform the following:

    • Create or update program content
    • Provide any advisory or consulting on Mindtickle settings for optimum use of the product (provided by Professional Services)
    • Check the accuracy or validity of content
    • Onsite Engagement

Place of Performance

Mindtickle anticipates that the Services included will be provided remotely from Mindtickle offices.

Acceptance Criteria

    • Customer shall have the right to review the Services rendered within five (5) calendar days of receipt of subject 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 Services is accepted by Customer.
    • If Customer does not respond to Mindtickle in writing within the five (5) calendar day review period, subject Services shall be deemed accepted by Customer.
    • If the Customer does not accept the subject 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 Services and resubmit for review and acceptance.
    • Customer agrees to a total of two review cycles for each Service in scope.

For additional terms applicable to specific Services, please refer to:

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