Implementation Services

Statement of Work


In Scope

Remote Kickoff / Project Management

  • Introductions and Project team review
  • ServiceChannel Implementation Methodology
  • Explanation of Required data in specific format
  • In Scope review
  • Timeline Expectation
  • Weekly Status meetings

Design Sessions

  • Four Product Immersion Sessions – Two Compliance Manager & Two Service Automation
  • Issue List Construction based on ServiceChannel Standard Best Practice

Configuration – Compliance Manager (Private Network)

  • Set up Clients Private Network
  • Provide Template notification information for Client to provide to Contractors
  • Training/Assistance in setting up initial (3) requirements provided by Clients
  • Training/Assistance in inviting initial group of contractors (up to 100), using bulk import tool

Configuration – Service Automation

Configuration based on ServiceChannel (SC) Best Practices, client data collection

  • URL configured with client’s name 
  • Two Dashboards (Location Portal)
  • Dashboard configuration (Reports, Feedback, Notes, etc.)
  • Standard Issue List load (Specific to Business type – Retail, Restaurant, etc.)
    • — Basic Issue List configuration
      • Issues, Overrides, Areas, and Interactive Troubleshooting
    • — New Store Warranty Override
  • Location Import
  • Location Note Import
  • GL Code Import
  • Standard Location Notes
  • Standard Trades/NTE
  • Standard Categories
  • Standard Statuses
  • Standard Priority/ETA
  • Standard User Role
  • Import Users
  • Standard Alerts
  • Telecom IVR
  • Contractor GPS enablement

Remote Roll out Support, Handholding & AE Handoff (for up to 1 month)

  • Project Manager & Solutions Specialist will be available remotely for ad hoc questioning for both Compliance Manager & Service Automation

Invoice Management (eInvoice)

  • Review Session with AP/IT Team
  • Standard File Structure/Mapping Review – Standard Spec
    • — Delivery via email or SFTP process
  • File activation by SC

Training (all remote via GoToMeeting)                                               

Compliance ManagerEstablish Requirements, Send Invites & (Accept/Decline) Invites , Searching for Contractors, General usability.6
Location Staff TrainingTraining location users on how to enter work orders, search work order history,add notes and provide feedback.4
Day in Life of FM TrainingLearn how to create, search and manage work orders within Service Automation.6
Planned Maintenance ModuleLearn how to create and maintain Planned Maintenance schedules, using ServiceChannel’s best practice.4
Dashboard Admin TrainingLocation Portal Administrative functions & Issue List Management.4
Admin TrainingLearn how to manage Service Automation locations, users, provider assignments, work order properties and more.4
Standard Analytics TrainingLearn how to access and navigate the Analytics module, recognize and interpret the top Analytics reports, save a custom view and set up subscriptions to reports.2
Contractor TrainingWeb tutorial available for all contractors and 1 hour online sessions (webinar) available upon contractor request.N/A
Total Training Hours30 Hours

Out of Scope

Additional Modules

Any configuration or training associated with modules not subscribed to

  • Supply Manager
  • Payment Manager
  • Custom Analytics
    • — Custom Report building assistance
  • Integration with a contractor’s system
  • Any other custom integration with another system

Service Automation Advanced Configuration

  • Custom website branding – whitelabling
  • Single Sign On capabilities – SAML or simple
  • Multi-Level Invoice Approval  processes (MLI)
  • Multi-Level Proposal Approval processes (MLP)
  • Auto Invoice Approval processes
  • Asset importing
  • Planned Maintenance Configuration
  • Flat file feed processes
    • Location Feed
    • Location Note Feed
    • User Feed
    • MLI Levels Feed

Contractor On-Boarding

  • Follow Up with contractors to assist with registration and profile completion
  • Setup contractor relationships to trades and locations for work order dispatch
  • Nudge contractors to pay attention to invitation

Client Responsibility

Provide Completed ServiceChannel Data Collection Templates

  • Locations
  • Location Notes
  • Users Data
  • GL Codes
  • Telecom
  • Configure Location/Trade/Provider relationships

 Contractor On-Boarding

  • Invite, review and accept contractors into Private Network
  • Follow Up with contractors needing assistance
  • Nudge contractors to complete their profile
  • Setup contractor relationships to trades and locations for work order dispatch

Invoice Management (eInvoice)

  • Internally define business requirements  using the standard SC eInvoice file with assistance of AP/IT contacts
  • Complete testing with ServiceChannel team

Manage System Changes Post Go Live

  • Through provided training sessions client will be able to manage system changes post go live
  • Client will always have ServiceChannel University & Learning Channel as resources


All Training Sessions Performed
Delivery of standard eInvoice File
Baseline Configuration of Service Automation Platform
Standard Issue List Configuration