Statement of Work
PLATINUM IMPLEMENTATION PACKAGE:
In Scope
Remote Kickoff / Project Management
- Introductions and Project team review
- ServiceChannel Implementation Methodology
- Review Customer’s success criteria for the program
- Explanation of Required data in specific format
- In Scope review
- Timeline Expectation
- Weekly Status meetings
Design Sessions
- Remote & Onsite review of customer current business processes in relation to work order management and Planned Maintenance
- SC will make recommendations on design of how system will function and document
- Include two onsite visits by SC Project Manager/Business Analyst
- Four remote product immersion sessions – Two Compliance Manager & Two Service Automation
- Initial issue List construction based on ServiceChannel Standard Best Practice
- Remote deep dive into Issue list with customer
- Integration workflow review – if applicable – Integrations to be named
- Review of legacy data – data mapping session
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 toul
Configuration – Service Automation
Configuration based on ServiceChannel (SC) Best Practices, client data collection
- URL configured with client’s name
- Custom website branding – white labeling
- Login Page
- Dashboard (Location Portal)
- Two Dashboards (Location Portal)
- Dashboard configuration (Request Confirmation, Areas, Feedback, Notes, etc.) – based on business workflow review
- Standard Issue List load (Specific to Business type – Retail, Restaurant, etc.)
- Issue List configuration assistance
- Issues, Overrides, Areas, and Interactive Troubleshooting
- New Store Warranty Override
- Issue List configuration assistance
- Location Import
- Location Note Import
- GL Code Import
- Standard Location Notes
- Standard Trades/NTE
- Standard Categories
- Standard Statuses
- Standard Priority/ETA
- Standard User Rule
- Import Users
- Standard Alerts
- Telecom IVR
- Contractor GPS enablement
- Standard Budget Override Configuration
- Configuration assistance of any non standard Priorities, Categories, Trades, Status, User Rules, Location Notes
Advanced Configuration – Service Automation (If necessary based on business review sessions)
- Multi-Level Invoice Approval processes (MLI) – If necessary based on business review
- Multi-Level Proposal Approval processes (MLP) – if necessary based on business review
- Auto Invoice Approval processes – if necessary based on business review
- Asset importing guidance and configuration assistance – SC to aid in importing 50% of assets
- Planned Maintenance guidance and configuration assistance – SC to aid in configuration – 50% of planned maintenance schedules
- Flat file feed processes – if necessary based on business review (Customer’s IT team will need to be included)
- Location Feed – Standard SC Feed
- Location Note Feed – Standard SC Feed
- User Feed – Standard SC Feed
- MLI Levels Feed – Standard SC Feed
- Payment/Remittance Manager – Standard SC Feed
- Single Sign On capabilities – SAML or simple – If Applicable
- Migration of customer’s legacy data
Remote Roll out Support, Handholding & AE Handoff (for up to 1 month)
- Project Manager & Sulutions Specialist will be available remotely for ad hoc questioning for both Compliance Manager & Service Automation
Invoice Management (eInvoice)
- Review Session with AP/IT Team
- Custom File Structure/Mapping Review – based on customer’s needs
- Delivery via email or SFTP process
- File development by SC
- Q/A & UAT – 2 iterations
- Deployment & Roll out
Training (all remote via GoToMeeting)
Class | Description | Hours |
Compliance Manager | Establish Requirements, Send Invites & (Accept/Decline) Invites , Searching for Contractors, General usability. | 6 |
Location Staff Training | Training location users on how to enter work orders, search work order history,add notes and provide feedback. | 4 |
Day in Life of FM Training | Learn how to create, search and manage work orders within Service Automation. | 6 |
Planned Maintenance Module | Learn how to create and maintain Planned Maintenance schedules, using ServiceChannel’s best practice. | 4 |
Dashboard Admin Training | Location Portal Administrative functions & Issue List Management. | 4 |
Admin Training | Learn how to manage Service Automation locations, users, provider assignments, work order properties and more. | 4 |
Standard Analytics Training | Learn 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 Training | Web tutorial available for all contractors and 1 hour online sessions (webinar) available upon contractor request. | N/A |
Total Training Hours | 30 Hours |
Out of Scope
Additional Modules/Integrations
Any configuration or training associated with modules not subscribed to
- Supply Manager
- Payment Manager
- Custom Analytics
- Custom Report building assistance
Service Automation Advanced Configuration
- Data Warehouse
Contractor On-Boarding
- Fullow 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
- Configuration of 50% of all system processes – Issue List, Planned Maintenance schedules, Assets
- Provide data from legacy system in SC format
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
Deliverables |
All Training Sessions Performed |
Baseline Configuration of Service Automation Platform |
Standard Issue List Configuration |
Delivery of custom eInvoice File |
Initial configuration document – to be signed off on by customer |
Integrations functional and documented |