STL Microsoft Dynamics CRM Consulting and Support Services

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1 STL Microsoft Dynamics CRM Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services

2 TABLE OF CONTENTS Introductory information... 4 Contact details... 4 Version control... 4 Overview... 5 Microsoft Dynamics CRM... 6 STL Dynamics CRM Services... 7 Business analysis... 7 Implementation and upgrade... 7 Upgrade... 8 Dynamics CRM clinics... 8 Data integration... 8 Data migration... 9 Training... 9 Dynamics CRM system health check... 9 STL Dynamics CRM Support Service CRM support requests Dynamics CRM excellence Professional accreditations Track record Support options In summary Extended service hours Pricing and Commercials Standard Support service STL Rate Card (SFIA) Standards for Consultancy Day Rate cards Payment Terms and Conditions Standard Service Level Agreement STL Technologies Limited Page 2 of 20

3 Service hours Support service procedure Support service response times Customer Obligations STL Technologies Limited Page 3 of 20

4 INTRODUCTORY INFORMATION CONTACT DETAILS Any queries relating to this document should be directed to Michael Barber who can be contacted on: T: E: VERSION CONTROL Date Version Status Nature of change July Issue Draft August Issue Final STL Technologies Limited Page 4 of 20

5 OVERVIEW STL has wide experience in the delivery of solutions to Government customers gained over the past 35 years. STL specialises in contact and case management helping clients maximise the value of their IT investments by delivering solutions that improve business performance. We provide business analysis, implementation and upgrade, clinics, data integration, data migration, training and system health check services ensuring that you maximise the use of your Microsoft Dynamics CRM investment. STL offers both standard and bespoke Microsoft Dynamics CRM support services. Our standard support service is aimed to encourage on-going development of your CRM implementation to ensure that it continues to meet changing business needs. Support requests can be used for the implementation of system changes as well as provision of support for issues and queries. Our bespoke Microsoft Dynamics CRM services cover end to end system implementation and delivery, or can be tailored to meet particular discrete requirements. STL Technologies Limited Page 5 of 20

6 MICROSOFT DYNAMICS CRM As a "commercial off the shelf" (COTS) product, Microsoft Dynamics CRM is a fully integrated customer relationship management system. Available as a Cloud or on-premise solution, Dynamics CRM provides a suite of modules enabling businesses to improve processes through service delivery, sales, contact and event management. Relevant to any organisation where the ability to manage data, automate business processes and share records is key, the product is readily configurable and can be tailored to exactly meet business needs. With seamless Outlook integration and a familiar Microsoft Office style interface, Dynamics CRM creates a personalised user experience that helps increase productivity. Basic configuration includes the ability to edit standard fields to reflect local terminology, and changes to screen layouts so that only relevant information is displayed for a user. The flexibility of the system enables it to be extended beyond the out of the box standard modules (Sales, Marketing and Service), and provides an extensive tool-kit for the delivery of business specific functionality. This customisation significantly increases the effectiveness of the product and has enabled it to be used by customers across a wide range of industries. Microsoft Dynamics CRM supports integration with other applications based on well supported industry standards. This enables information from other systems to be presented within the Dynamics CRM application, and also supports the transfer of data between systems. The integration capability ensures that the business is able to maximise use of systems across the business, and minimises the risk of applications being adopted in isolation. STL Technologies Limited Page 6 of 20

7 STL DYNAMICS CRM SERVICES STL s Microsoft Dynamics CRM Services will be conducted against an agreed Statement of Work using a rate card. STL services can be procured for a full project implementation, or for discrete pieces of work. The range includes: Business analysis A clear CRM strategy will benefit your business performance. We will work with you to develop and check the validity of the business case for your CRM strategy, assessing it s alignment to your business goals, how it will support business performance and the potential return on investment. STL will provide you with an initial scoping exercise free of charge to determine your business readiness for CRM and the application suitability for your needs. Implementation and upgrade STL is able to draw on a wide pool of technical staff and experience to deliver successful Dynamics projects. Projects may be new implementations, upgrade of existing Dynamics CRM systems, or extending an existing implementation with new functionality. Typical activities that we would expect to undertake with this service include: Requirements capture and specification working with key project stakeholders and business users to understand the business needs and process flows; Technical architecture design; User interface design; Iterative development cycles aimed at giving early visibility and review of the solution. Each build cycle offers the opportunity for requirements to be more finely tuned to meet the business STL Technologies Limited Page 7 of 20

8 requirements, and minimises the risk of a solution not meeting business requirements when it is delivered at the end of a single long development phase; End to end project planning and management. STL also makes full use Microsoft Dynamics CRM s highly customisable and integrated framework. Through our team of developers we carry out bespoke application development with Microsoft Dynamics CRM at the core and have developed a number of industry specific solutions that can be delivered off the shelf or customised to suit specific requirements. Upgrade When looking at projects requiring upgrade of an existing Dynamics CRM implementation, we will undertake an initial review exercise to understand the implementation and identify the most appropriate upgrade approach. The review activity will identify areas that may need to be addressed as a pre-requisite to upgrade, or those that may require configuration or customisation as part of the upgrade due to changes in release functionality. Dynamics CRM clinics To help obtain best value from your solution, we will review your Dynamics CRM system. The Dynamics CRM platform offers comprehensive out of the box functionality. The configurable nature of the system enables it to be extended in order to build business specific functionality and to enable an implemented solution to continually evolve to meet changing business needs. STL can provide on-site Dynamics CRM expertise to work with you, assessing and recommending future changes to help support your business needs. Data integration STL has built an excellent reputation in integrating disparate systems to ensure that information can be shared electronically. Our experience includes integration with third party systems to enable two-way transfer of data negating any requirement for the double keying of data, and integration to enable the STL Technologies Limited Page 8 of 20

9 presentation of data from third party systems within the Dynamics CRM application. Our data integration service will provide consultancy to review the integration requirements, identify and design the most appropriate technical solution, and then undertake development, test and implementation as required. Data migration STL has wide experience in the transition activities involved with the implementation of a new solution and the preparation required for effective data migration. This service will provide consultancy using tried and tested procedures to gather data migration requirements, develop scripting as required, and undertaking testing to ensure a smooth data migration at golive. Training STL offers customised and tailored Dynamics CRM training sessions for system administrators, users and trainers. We can monitor how users are utilising Dynamics CRM, including investigating any errors, to identify additional training requirements. STL can also provide targeted Dynamics CRM training, including on-site training clinics, to help develop your team and enhance their skills. Dynamics CRM system health check The STL System Health Check is a proactive service designed to ensure optimum performance of your Dynamics CRM application. The health check, recommended at least annually, will review all areas of your CRM implementation from system diagnostics to use of the application. We will supply a report that identifies any potential future problem areas that should be addressed along with advice and guidance to maximise use of the system. STL Technologies Limited Page 9 of 20

10 STL DYNAMICS CRM SUPPORT SERVICE Helping to meet the business requirements by reviewing and developing your Dynamics CRM functionality Dynamics CRM represents a significant investment for your organisation and needs optimal utilisation at all times. Excellent Dynamics CRM support, however, is about more than ensuring the system is up and running. The key challenge is to get the most out of your investment. Dynamics CRM is flexible and easily extended to support additional business processes. The more widely CRM is used, the more benefit it provides. As well as covering technical support and system issues, STL s Dynamics CRM support service includes access to consultancy skills from STL. This is intended to keep the CRM implementation moving forwards and to support changing business requirements. STL Dynamics CRM support provides a single point of contact for technical support and skilled consultancy. Our experts can resolve your issues and improve your CRM solution, quickly and affordably. Our standard service includes up to ten hours a month of Dynamics CRM consultancy and technical support resolution. CRM support requests Quick and competent support available from an expert in Microsoft Dynamics CRM These are examples of the service requests and technical support incidents received and resolved for existing STL Dynamics CRM support customers. This list is not exhaustive, but does demonstrate the type of support we provide: Add a new user to CRM; Installation of client CRM software; Rollup (software patch) assistance; Database server move assistance; Data migration / import queries and assistance; How-to / advice and guidance; End user questions; STL Technologies Limited Page 10 of 20

11 Customisation questions; New and modified templates ( and MS Word), workflows, form design, data views and reports; Remote end user training; Automation of business processes in CRM; Adding customised entities; Database design and development; Server configuration. Support is provided from our dedicated UK service desk. Dynamics CRM excellence STL has a large team of qualified Dynamics CRM professionals. We build solutions on Dynamics CRM, and work closely with Microsoft to maximise our knowledge of the Dynamics CRM product set. Professional accreditations STL has achieved the following accreditations, to ensure our processes and skillsets are robust, current and in line with best practice. Microsoft Certified Technology Specialist (MCTS) for Microsoft Dynamics CRM; ITIL Service Management; ISO27001 Information Security Management. STL is certified and regularly audited by a UKAS accredited assessor to BS ISO/IEC 27001:2005. Our services and operations are compliant with BS ISO/IEC 27002:2005 and the majority of our staff hold BPSS approval or are SC cleared. STL also implements quality and environmental management systems that have been designed to meet the requirements of BS EN ISO 9001:2008 and ISO 14001:2004. These systems are currently being re-certified by a UKAS accredited certification body. STL Technologies Limited Page 11 of 20

12 Track record Supporting over 40,000 users, our service desk has an impressive record of helping a diverse mix of clients. By choosing STL for your support, you will benefit from an excellent track record of incident resolution within agreed service levels, delivered by ITIL trained staff Incidents per Month Resolution Rates (%) Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Figure 1 Service management excellence STL has an outstanding, 99.99% track record of meeting our service level agreement for service management and incident resolution 1 Operating within the ITIL framework, our service desk provides: The STL Technologies support team provided a seamless service for WMP. Steve Anderson, Chief Superintendent, West Midlands Police A single point of contact; Logging, categorisation and prioritisation of incidents and requests; Incident management services; Problem management to eliminate recurring incidents; Service reporting and review against SLAs and KPIs. Whether you have a technical query or are seeking advice on how to get the best from your solution, we demonstrate an excellent track record of incident resolution within the agreed service levels. 1 Figures are taken from our monthly reporting and reflect our performance against agreed KPIs and SLAs. STL Technologies Limited Page 12 of 20

13 Support options STL offers a range of service levels dependant on your requirements. Some clients use in-house staff for first line support and utilise our services for 2nd/3rd line support. However, support at all service levels is available how you use your 10 hours per month will flex to meet your requirements. Complex incidents and problem tickets may be escalated to our application maintenance team, a mix of specialists in Microsoft and other technology platforms. They ensure the user can resume work as quickly as possible. In summary STL Dynamics CRM support goes beyond break-fix help to address all CRM support requirements Our Dynamics CRM consultants have extensive experience across a wide range of CRM implementations and will help keep your implementation moving forwards. Combined with comprehensive and robust service management capabilities, STL s Dynamics CRM support service provides the assurance you require for Dynamics CRM as a business critical system. The guide below summarises the cover included in STL s standard Dynamics CRM support service. Feature No of Support calls (Incident Tickets) Monthly support and consultancy Number of nominated contacts from within your organisation Dedicated account manager Incident reporting methods Support by certified Microsoft professionals Service hours Coverage Unlimited, subject to monthly 10 hours of effort 10 hours - flexed over a quarter (remote assistance) Three Yes Phone, or online Yes 09:00-17:00 Monday - Friday excluding bank holidays STL Technologies Limited Page 13 of 20

14 Feature Technical support - incident response time Service requests consultancy Notification of Microsoft Dynamics CRM service pack release notification Quarterly service report Quarterly service management review Microsoft Dynamics CRM service pack release support Microsoft Dynamics CRM system monitoring (on premise installations) Coverage To agreed service levels - see pricing and commercials section To agreed service levels - see pricing and commercials section Yes Yes Yes via conference call On request as part of your monthly support / consultancy hours Yes An incident ticket can be a request for advice and guidance, help with error messages, unexpected behaviour or any other issue you are experiencing. Our quarterly service management review will report against the service levels achieved over the last quarter. It will identify the number and type of incidents being raised along with resolution categories. The report will identify key trends by incident type or user, and recommend actions to help reduce future incidents in addition to any recommendations for enhancing your Dynamics CRM application to better suit your needs. Extended service hours Extended hours support can be provided in addition to the standard service hours. This provides flexibility and peace of mind in the event that your business usage extends outside of core hours. STL Technologies Limited Page 14 of 20

15 PRICING AND COMMERCIALS All bespoke services will be charged against a defined Statement of Work against a rate card. An STL professional resource will run a half day scoping exercise with you and create a Statement of Work with the remaining half day. This initial scoping exercise of one day is free of charge. The Statement of Work will indicate the associated scope and costs for the remaining phases of the project on a time and material basis against the rate card defined overleaf. Should any additional effort be required in order to complete work or carry out additional work which is out of the scope of the initial Statement of Work then such additional effort and any applicable charges will be agreed by both parties in the form of a Statement of Work for the phase. See STL standard rate card overleaf. Standard Support service The standard support service agreement is based at a monthly rate of 1, (excluding VAT), billed annually in advance. This is for up to three nominated contacts, with quarterly reports and service reviews. The standard service includes 10 hours support and development per month. Extended hours are available at our standard hourly/day rate and will be priced based upon your requirements. STL Technologies Limited Page 15 of 20

16 Strategy & architecture Business change Solution development & implementation Service management Procurement & management support Client interface STL Rate Card (SFIA) Please see below STL s standard rate card aligning to Skills For the Information Age (SFIA) Definitions. 1. Follow 2. Assist X X Junior Business Analyst/ Developer/Tester X Business Analyst Business Analyst Developer Junior Support Technician Junior Support Technician X Project Control Officer X X 3. Apply Senior Consultant Consultant Senior Business Analyst Tester Tester Business Analyst Developer Tester Support Technician Project Manager Consultant Senior Support Technician 4. Enable 1,000 - Senior Architect Project Manager Senior Consultant Database Administrator Senior Business Analyst Senior Support Technician Database Administrator Project Manager Consultant Senior Support Technician Senior Developer 5. Ensure/Advise Project Manager Senior Consultant Senior Tester 1,000 - Senior Architect Senior Business Analyst Senior Support Technician Database Administrator Project Manager Test Manager Senior Consultant Support Manager STL Technologies Limited Page 16 of 20

17 Strategy & architecture Business change Solution development & implementation Service management Procurement & management support Client interface 1,200 - Delivery Director 1,200 - Delivery Director Development Manager 1,000 - Senior Architect Support Manager 1,200 - Delivery Director 1,200 - Delivery Director 6. Initiate/Influence Senior Business Analyst 7. Set Strategy/Inspire 1,200 - Delivery Director 1,200 - Delivery Director Development Manager 1,000 - Senior Architect Development Manager 1,200 - Delivery Director 1,200 - Delivery Director 1,200 - Delivery Director Standards for Consultancy Day Rate cards Consultant s Working Day 7.5 hours exclusive of travel and lunch. Working Week Monday to Friday excluding national holidays Office Hours - 09:00 17:00 Monday to Friday Travel, Subsistence and Mileage Reasonable expenses payable at cost in accordance with agreed rates. Professional Indemnity Insurance included in day rate. Payment Terms and Conditions This agreement will be subject to STL terms and conditions of contract. 100% of payment will be due within 30 days from date of invoice. Invoice will be issued immediately upon completion. STL Technologies Limited Page 17 of 20

18 STANDARD SERVICE LEVEL AGREEMENT Technical support (incidents) and service requests (consultancy) are managed according to the following service hours and SLAs. Service hours The service desk shall respond to incidents raised by the customer within the service hours of 09:00-17:00, Monday to Friday. If required we can provide support outside of standard service hours. This will be provided under the change control process. Support service procedure When an incident is reported to the STL service desk, depending on the nature of the call, we will respond as follows: Provision of advice by telephone; Liaison with the customer contact to obtain supporting information and to perform remote diagnostic checks. Support service response times STL shall use reasonable endeavours to respond to and resolve a technical support incident within the timescales outlined overleaf. The response is also subject to the monthly limit on support effort. The target times set out overleaf will be counted and will accumulate only during service hours. However, should a critical incident occur at or near the end of service hours, STL will use reasonable endeavours to provide workaround instructions or a correction prior to the commencement of service hours on the next working day. STL Technologies Limited Page 18 of 20

19 In the event that a third party, such as Microsoft, is required to provide support, the incident will be placed on hold pending third party resolution. Priority Definition Target time for initial response Target time for incident resolution (within service hours) 1 Critical Incident 2 Material Incident 3 - Help / guidance Incident 4- Service Request An issue which prevents the customer using CRM A fault which causes CRM not to operate in accordance with its specification but which does not prevent the customer using the software A request for assistance or guidance with regard to the use of the system A request for an extension or configuration of the system 30 minutes 4 hours 2 hours 16 hours 4 hours 18 hours 3 working days Subject to scale of change STL Technologies Limited Page 19 of 20

20 CUSTOMER OBLIGATIONS Successful delivery of services under this agreement is subject to the following dependencies: There will be a nominated point of liaison from the Customer; Customer approval of the Statement of Work; Provision of a Customer Purchase order for the services to be supplied based on the Statement of Work; Timely access to appropriate business representatives for system testing and sign off and for workshops. STL will not be liable for any delay or deficiency caused by Customer dependencies. STL Technologies Limited Page 20 of 20

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