Statement of Work
PLATINUM IMPLEMENTATION PACKAGE:

In Scope

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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
• 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

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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