HEAT in a Box Overview

Transcription

1 Intelligise CC Unit E3 Pinelands Business park, New Mill Road, Pinelands 7405 Tel (021) Fax (021) HEAT in a Box Overview Thank you for your enquiry regarding HEAT Service & Support. I have highlighted key elements of HEAT for you and trust that this will provide the necessary information that you need to further evaluate the HEAT solution. Intelligise is a preferred HEAT partner in Cape Town and we look forward to being able to assist you with your Service Desk requirements. If you have any queries while working through this document please don t hesitate to contact me. Kind regards Intelligise HEAT team info@intelligise.co.za Tel: +27 (0) Intelligise CC Registration number: 2004/109376/23

2 Contents HEAT customers... 3 National customers... 3 A few of our customers include... 4 Overview of HEAT... 5 Advantages of our solution, HEAT... 5 The Technology Solution... 6 HEAT Features and functions... 6 HEAT Service and Support... 7 Bring on the HEAT! HEAT Service and Support Highlights: KEY FEATURES Reports User Access HEAT Manager s Console Business Process Automation Module (BPAM) Web User Interface HEAT Messaging Center HEAT Self Service HEAT 9.0 Licensing model HEAT 9.0 System Requirements HEAT cost estimate... Error! Bookmark not defined. Notes & Exclusions of Implementation Process for commencement of project Terms and conditions Page 2 of 25

3 HEAT customers National customers FrontRange Some SA customers Page 3 of 25

4 A few of our customers include Santam Capitec Bank Distell National Port Authority University of Cape Town Stellenbosch University University of the Western Cape Old Mutual Investment Managers Centlec RCS Group Page 4 of 25

5 Overview of HEAT HEAT has been at the forefront of Incident Management, Service Management, Relationship Management and Communications Solutions for over 15 years. During this time it has built up a strong and loyal customer base totalling in excess of 130,000 companies worldwide. Every day over 1.7 million people login to one or more of our applications, and the family is continuing to grow. Advantages of our solution, HEAT Rapid deployment of our solution We have a proven track record of implementing customised HEAT systems within working days. This includes business analysis workshops, customization and configuration, end-user testing, and end-user training. HEAT is designed around the industry need in our market space to deploy Service Management and Call Centre/Help Desk solutions in the shortest possible time. Ease of use and easy to modify/customise to your requirements HEAT is flexible and easy to adapt as your business processes change. The HEAT Business Process Automation Module allows a non-it professional to adapt the system to the business. We do not require any programming skills to adapt and grow the HEAT system in its entirety. This results in a much lower total cost of ownership of the system. A system which is fully customised, to your unique and specific business requirements. HEAT is a Service Management tool with high-level workflow functionality. Of our 350 plus HEAT customers in Southern Africa, not one has returned the software because of its inability to manage business processes. Easy integration FrontRange Solutions also provides a published open API. We have integrated with systems such as Remedy, SAP, Microsoft Great Plains, Impact, Whats Up Gold, HP OpenView, Microsoft SMS and Tivoli. Scalability HEAT is very scalable. We have sites in South Africa ranging from five concurrent users all the way through to more than 500 concurrent seats. Offers free and unlimited submission and queries Auto Ticket Generator is included with the base product and allows users as well as technicians to log, update, query, and close calls. Our customers have also used Auto ticket generator to automatically log calls via Network and Facilities Management systems. Provides a single front end linking all existing and future applications. The HEAT Call Logging Module is linked to all associated modules and add-on products. In fact, data and functionality offered by HEAT Plus Knowledge, FrontRange Contact Centre, HEAT Asset Tracker, and HEAT Plus Remote Support Services are all accessible within the HEAT Call Logging Module. Changes made to the HEAT system are immediately deployed to both customer and technicians via iheat and HEAT Self Service. In addition, quick changes can be made to immediately introduce from changes to the HEAT user base without any interruption in service. Page 5 of 25

6 The Technology Solution HEAT Service & Support delivers an easy-to-use, full-featured customer service and support solution with a single view of the customer s data. This enables your organization to reduce labor and systems costs and streamline customer support interactions. This award-winning, affordable, and practical solution helps you control your service and support issues and resolve them quickly and effectively. HEAT Features and functions Below are the primary features HEAT has to offer. In the next section, we look at these in more detail. Feature Function Incident Management Provides automated incident tracking and call retrieval; identifies the caller and call history to support person or automatically generates a new ticket with caller information. Automatically routes incidents based on category types and priority. Lets operator track incoming and outgoing calls relating to a trouble ticket. The Call Map feature provides an at-a-glance summary of call status and activity for a specific call. Incidents are closed quickly with preconfigured close reasons. Problem Management Provides possible solutions to caller problems by enabling users to search knowledge bases and input new solutions to the database. Tracks resolution time for each ticket. Automatically assigns problems or tickets to the appropriate support person, and automatically escalates unresolved problems to the next support level. Change Management Understand the business impact of changes and change requests through real-time reporting and analysis. Includes predefined and customizable templates for implementing common change records by automatically filling in record fields and work orders. Service Level Management Ensures customer satisfaction by tracking service delivery and performance against service-level agreements, and automatically generates alerts and notifications when a customer s service level is not being met. Customer Self-Service A self-help tool that allows customers access to the problem-solving capabilities of the HEAT solution, including knowledge bases in order to solve common problems. It can also allow customers to enter their own call ticket, and view their call status, without having to contact a help-desk technician. Management Reporting Easy-to-use reporting and management features, utilizing in excess of 300 Crystal Reports, offering extensive trend analysis capabilities. Asset Management Can track physical inventory, including equipment type, purchase date, warranty, software and maintenance information. Network Management A standards-based scalable, distributed network management solution that allows administrators to remotely monitor, analyze and manage their enterprise. Page 6 of 25

7 HEAT Service and Support HEAT Service and Support is the foundation for the HEAT product suite. Optimized for the mid market, it s built with a combination of out-of-the-box best practices and easy configuration and customization options to align with today s evolving business. Call Logging Service organizations can set up customer companies and contacts and perform end-to-end service call logging from the initial call through resolution and closure. Call Logging gives you the ability to: Prioritize issues based on urgency and degree of severity Automate entries for common problems Send group communications for mass outages Decrease IT response time with the HEAT web based interface for the technician Display multiple call queues that manage your cases Cut resolution time with the Quick Assignments feature Create multiple work orders/ assignments for a single incident Track multiple customer interactions using the Journals tab Track equipment failure information Monitor assignments through Call Groups Automate skills and availability-based incident routing and escalation Monitor service level attainment Service Assignment and Resolution When complicated service requests are received, they can be routed or escalated to a level 2-support agent based on their availability. Service Assignment and Resolution provides the ability to: Receive notification of new support tickets in Call Logging and be alerted by or hand held device Use Broadcasts to view and report real-time status updates Quickly access related account history with Call Maps View call details, such as customer information, service history, and attached documents Use task management tools for multiple-step support functions like employee provisioning Access the Knowledge Base for resolution support Page 7 of 25

8 Advanced Features HEAT gives support agents advanced automation tools to increase efficiency and service levels. Advanced Features provide the ability to: Enhance call efficiency with Alert Monitoring Integrate HEAT with standard systems using web services or listening for XML files Standardize complex services with Auto Tasks and call templates Link and track the status of multiple work orders with a single call log using the Work Order generator Automate tasks and change templates to ensure corrective action is approved and documented Group multiple tasks associated with the same change template; enforce according to order dependency Automate standard business processes triggered by time or action with the Business Rules Editor wizard Use Auto s triggered by business rules to populate templates and ticket fields: o data becomes dynamic o Auto s are recorded to the Call Log Journal to ensure customer interaction is captured Send notifications to specific users, user groups, or mass broadcasts Perform time tracking to tightly manage time-to-resolution against established service level targets Reporting and Analytics The HEAT Service and Support Manager s Console gives managers and service agents the information necessary to manage their business and service levels. Page 8 of 25

9 Reporting provides the ability to: Gain a complete audit history Access an extensive set of predefined graphical metric views Display notification alerts when service metrics are exceeded Drill down from summary graphics to detailed records Save frequently used queries with My Groups for easy-access reporting Create trend reports by Call Group Access more than 250 industry best-practices reports Utilize extensive custom reporting capability with Crystal Reports Customization and Control The HEAT Service and Support Administration application is used to customize the HEAT forms look and feel create new custom forms, fields, and workflow, configure the application data, and create or modify business rules. Because HEAT comes preconfigured with standard workflow and data for minimal customization, nominal administration is required to maintain your unique solution. Bring on the HEAT! Whether striving to adopt call center best practices and technologies, or turning to the IT Infrastructure Library (ITIL) to guide service management best practices, HEAT is the Help Desk and Service Desk of choice for the mid-market. Whether for internal IT or external customer support, hands down, HEAT will help you reduce costs and increase operational productivity. HEAT was also built with IT and ITIL best practices in mind. It is verified by Pink Elephant as supporting these ITIL processes: Incident Management Mobilise resources across the entire enterprise to reach quick resolution and meet Service Level Agreements, all with a single ticket. Problem Management Improve your service quality by uncovering the root cause of problems. Change Management Minimise the impact of daily changes by ensuring that a set of standardised processes are established and followed. Configuration Management Manage licence and lease agreements to control and maintain every asset throughout its life cycle. Service Level Management Ensure customer satisfaction by tracking service delivery and performance against service-level agreements. Page 9 of 25

10 HEAT is the flagship and market-leading help desk solution from FrontRange Solutions. It s built on more than two decades of service management experience, and is used and trusted by more than 8,000 organizations worldwide. HEAT, optimized for the mid market, is designed to deliver exceptional IT and customer service. It provides incident and inquiry tracking, case management, and unmatched automation. Plus, with advanced integration, self-service options, knowledge management, asset discovery and IP telephony, HEAT sets the standard for excellence in customer support. Considering a new model for a proactive service desk? With multiple options from FrontRange including Help Desk, Service Management, Voice, Client Lifecycle, and CRM solutions, businesses will find IT and business alignment is finally an attainable reality. Bring on the HEAT! Whether supporting employees or customers, quality has a direct impact on efficiency and profitability. HEAT software s combination of tried-and-true best practices, aligned with call center technology, helps boost employee productivity and service levels. One vendor. One powerful solution. Quality support is achieved when an organization evolves from a siloed support operation to an integrated service center. Modular components allow organizations to deploy new support services based on established timetables, suited to organizational needs. Gain the ability to manage service level agreements, knowledge, assets, and field support, all from a single console. FrontRange combines product power, ease of use, and low total cost of ownership. HEAT is designed for organizations that require highly configurable, compliance-focused, yet cost-effective solutions. Enhanced with web-based access and more out-of-the-box business processes, and streamlined with automated installation and configuration, HEAT is up and running within weeks, helping to achieve rapid ROI. HEAT Help Desk helps cut costs by: Automating routine tasks Increasing first call resolution Reducing service calls with self-service capability Gaining efficiency with voice-enabled service Consolidating and integrating service and support operations Introducing service enhancements with analytical views of end-to-end performance HEAT delivers accessibility and deployment for any industry, as well as services for every department and customer segment. With HEAT Service and Support, organizations can: Page 10 of 25

11 Gain End-To-End Incident Management: Combines information, resource, and incident management with work orders to track support issues. Improve Service Productivity: Automates administrative tasks based on industry best practices. Easy to configure, customize, and administer. Be Proactive: Queue and monitoring, auto-ticketing, and alert notifications help organizations stay on top of critical support issues. HEAT supports 250+ real-time reports and dashboard options. Provide Better Customer Communication: FrontRange standards-based software telephony solution extends service to customers who don t have online access or prefer to use the phone. Voice Self Service provides cost-effective, phone-based support by automating routine activities like password resets. Automate IT Asset Discovery: HEAT Plus Discovery provides a tightly integrated solution for a complete view of all the IT assets on the network. By adding FrontRange License Manager, the HEAT service desk can get an up-to-date view of the entire set of deployed software and proactively manage license entitlements. Reduce Call Volumes: HEAT Self Service eases technician workload. Customers and employees can gain 24x7 access to the problem-solving capabilities of your knowledge base from any web browser. Avoid Costly Escalations: HEAT Plus Knowledge organizes real-time service content into multiple repositories. From FAQs to in-depth technical resolution, HEAT Plus Knowledge helps improve agent efficiency. Gain Remote Access: The HEAT web interface provides access to the full HEAT Service and Support application from any web browser. Application deployment and administration has never been easier. HEAT is your answer for state-of-the-art Help Desk solutions. The HEAT system integrates core service and support components into one complete solution. Service agents deliver business value through proactive management from a unified console: Page 11 of 25

12 HEAT Service and Support Highlights: Graphical Summaries: Provides real-time interactive metrics to understand call records. Quick Answers: Receive 250+ out-of-the-box reports for fast answers to key business questions. HEAT Business Process Automation Module (BPAM): Easily automates notification and escalation rules. BPAM automates many business processes and monitors the system for problems by using custom thresholds. Service Level Threshold Monitoring: Allows IT users to select from predefined business rules or build custom workflow with time- or action-based rules wizards. Data Source Monitoring: Whether through , web services, or XML files, HEAT provides the ability to automatically update or create incidents, customer records or IT asset (configuration) records. GUI-based Workflow Design Tools: Easily modify the user interface to support unique business processes without any programming. Auto Tasks: Allows technicians to create Quick Calls, execute Call Templates, and automate workflow within the HEAT system. HEATBoard: Broadcasts information to all agents for large-scale outages, links related calls, and uses autoclose and auto-notification to simplify management of multiple incidents. Assignments: Helps control issue ownership with advanced features like Time Tracking and Quick Assignments. Alert Monitoring: Notifies technicians of new issues in their queues. KEY FEATURES Enterprise functionality at the right price: HEAT Call Tracking provides comprehensive functionality and an intuitive user interface that combines call logging with proactive management tools and analytics. End-to-end support helps manage service issues from the initial call to completed work orders and service restoration. Management dashboard: Comprehensive graphical analytics, metrics, and quick-answer reports help visualize service performance. Interactive reporting helps prioritize resources according to business criticality. Multiple access methods: Open the service desk to user access via , web, phone or mobile device with HEAT Messaging Center, HEAT Self Service, HEAT web interface, HEAT Plus Voice and HEAT Plus Mobile. Built with ITIL best practices in mind: HEAT is certified by Pink Elephant as supporting ITIL processes that include: incident management, problem management, change management, configuration management, and service level management. Service request fulfillment: Full asset discovery, policy-based management, and monitoring increase the speed and reliability of the IT team. By integrating HEAT with FrontRange Client Management, agents gain automated PC provisioning tools, remote control/repair, and automated distribution and patch capabilities. Reports Page 12 of 25

13 HEAT includes a powerful real-time reporting engine that uses Crystal Reports to display data to users based on security roles and organizational teams. In addition, Answer Wizard enables you to find answers to almost any operational question or generate detailed business matrixes with just a click of the mouse. The HEAT Answer Wizard module contains a couple of hundred predefined Crystal reports and presents these to users in an easy to use tree structure as seen in the following diagram. The types of reports are grouped as: Call Trend and Analysis Reports Current Status Reports SLA Reports Technician Statistics Reports Asset Reports An example of the predefined Crystal reports for Call Duration would be: What is the average call duration in hours, overall by month, by tracker, by call category, by call type, by priority, by who closed call, by cause etc? Page 13 of 25

14 One of250 pre defined Crystal reports included in the solution HEAT provides for many methods of communication with other systems. The HEAT API allows other systems to obtain full control of the HEAT system and perform almost any function that could be performed manually through the HEAT modules. HEAT also has the ability to process a set of DDE calls allowing for real-time communication between applications such as CTI clients. DDE calls would be the preferred integration choice with the telephony systems as most telephony systems provide a CTI client capable of executing DDE calls. User Access The security features with the HEAT Administrator module let you secure and control your system through the use of security profiles (users, teams, and roles), user status monitoring, database passwords, call locking, and Unified Logins. You can add users and create user accounts for each person in the system. User accounts contain important security information, such as Login ID, password, team, role, and address. In addition you can also create and define teams for use in the system. Users can be assigned to these teams to control access to HEAT modules and features. Define Security Rights for roles, and define Table Rights for roles. These roles can then be assigned to users to control if and how information is accessed in HEAT. You can apply security settings across all HEAT Service and Support modules. Page 14 of 25

15 HEAT Manager s Console provides real-time graphical displays of sales and support data, allowing call monitoring, service level evaluation, peak resource planning, campaign response measurement, critical customer tracking, and group performance analysis. Manager s Console captures historical information to automate proactive problem management, and facilitate future response to recurring problems. Manager s Console also enables users to set up an early warning system, automatically correct a problem once diagnosed, and delegate specific problems to appropriate representatives by enabling users to set performance metrics and thresholds that trigger the designated response. Page 15 of 25

16 Business Process Automation Module (BPAM) creates key automation and escalation rules easily and intuitively. It can, for example, be configured to send a call ticket to the appropriate technician for resolution or to notify the designated administrator when a trouble ticket exceeds acceptable resolution time. Page 16 of 25

17 Web User Interface HEAT Web UI is the web-based version of Call Logging, providing the major functionality of Call Logging through a browser. Page 17 of 25

18 HEAT Messaging Center The HEAT Messaging Center (HMC) provides an automated process for generating Call Records from , XML or text files, or using Web Services, enabling the service/support desk to address customer issues logged during nonstandard hours, or as a customer option in lieu of a phone call. HMC performs other functions, facilitating a customer or user s work process: it updates Call Records, creates and updates Customer Records, as well as Configuration records, and lets customers perform information queries regarding their existing Call Ticket(s). If HMC fails to create or update a record, an error handler can create an incident Call Record. Use the HEAT Messaging Center to: Create a Call Record Update a Call Record Create a Profile Update a Profile Create a Configuration Update a Configuration Respond to queries Handle message errors using Error Handler How HEAT Messaging Center Works HEAT Messaging Center receives messages from various systems, files, and Web Service calls, then processes these messages according to a set of specified rules. This processing includes conditional creating or updating of Call Tickets, Profiles, or Configurations; answering user Ticket or Profile Information queries; and executing Error Handler for messaging errors. HEAT Messaging Center Components The HMC Console allows you to configure and administer all the components of the HEAT Messaging Center from a unified tree view, including Message Sources settings (and their corresponding accounts/folders), Messaging Rules, and Messaging Storage (and disposal) settings. The core of HMC includes Message Storage, Message Processing, and Message Routing systems. Message Storage (database) serves as a central part of message exchange between HMC components. HMC requires a Messaging database to store messages collected by Message Sources for processing. The Messaging database must be a SQL database. The Message Processor handles message flow, executing conditional Messaging Rules against every incoming message, resulting in newly created or updated Call Records, Profiles, Configurations, or automatically-generated reply messages sent back to the customer. The Message Routing system is responsible for proper delivery of messages from component to component. Message Sources collect the messages from external providers, file systems, and Web Service calls. Message Sources working with can also communicate a reply back to the message originator. Page 18 of 25

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20 HEAT Self Service provides a customisable, intuitive interface via the Internet, delivering customer service at the user s convenience while reducing call volume and decreasing your technicians demands. HEAT Self Service enables customers to answer their own questions by researching knowledge bases, viewing call history, modifying call tickets and adding new call tickets. This design reduces support costs by eliminating the need to install, maintain and upgrade software on users PCs. Provides customer access via webopens additional channel Extends support capability Easy administration CustomisableEmbeds knowledge capability Reduces phone calls (10-15%)Improves customer satisfaction Unlimited userspromotes self help 24/7 user access to knowledge & incident resources eliminates 15% of help desk calls. Web-based requests allow immediate incident reporting and faster resolution. User-specific incident portals lets users track incident status and history. Knowledge management integration provides answers to common questions HEAT Self Service is a powerful yet easy, intuitive, convenient self-help tool that gives customers access to the problem-solving capabilities of your HEAT solution from any computer with a Web browser. Among other things, customers can submit a new service request or check an issue status without involving you, twenty-four hours a day, seven days a week. Web-based access means customers can reach you whenever, from wherever, instead of telephoning every time they need service. The lower cost per transaction quickly contributes to the bottom line of your business. Customers receive an confirmation that their issue has been logged which provides a hyperlink to the original issue so they can check accuracy and/or make changes if necessary. Page 20 of 25

21 Customized look and feel Tailor the interface and content on your HEAT Self Service Web pages to support the needs of your customers and employees Service level classification Prioritize requests based on the customer's service level agreement. Customers can use a Web connection to log on and access subscribed information immediately. confirmation Automatically notify customers that their issue has been logged and provide a hyperlink to their issue for tracking. Added Customer information Give your support staff a head start in resolving a customer's issue. HEAT Self Service tracks each customer's search criteria and articles accessed. Session tracking Learn how your customers use your knowledge base and with what frequency. Page 21 of 25

22 HEAT 9.0 Licensing model HEAT supports a concurrent licensing model and not a named licensing model. The following modules require a user license: Call Logging thick client module per user. Call Logging Web user interface module per user. HEAT Message Centre module requires a single user license. The accepted formulae for the calculating of the total number of Call Logging license is the following: One dedicated Call Logging license per Service Desk agent who will be logging the requests in HEAT. One Call Logging license per three technicians that will be responding to the requests. The technicians / managers can use the HEAT Alert Monitor that will notify them of any request that have been assigned or escalated to themselves or to their department. The HEAT Alert Monitor does not require a license. The technician / manager will only use a Call Logging license when they need to update or to view additional information on the request. HEAT 9.0 System Requirements Please note: The DBMS, Client Operating System and Hardware are not supplied by FrontRange and needs to be supplied by the client. Client: Page 22 of 25

23 Hardware Requirements Software Requirements 2 GHz (1.2 GHz minimum) Operating system: 2 GB RAM (1 GB minimum) Microsoft Windows XP Pro (SP 3 or higher) Microsoft Vista Business Edition (SP1 or higher) Microsoft 2003 Server R2 or higher Microsoft 2008 Server NET 3.5 Framework Server: Hardware Requirements Software Requirements Duo Core 2.1 GHz Operating system: 2 GB RAM Microsoft 2003 Server R2 or higher Microsoft 2008 Server Database Management Software Microsoft SQL 2005 Server (SP2 or higher) Microsoft SQL 2008 Server Oracle 10gR2 (using the driver) Oracle 11g (using the driver) HMC Hardware Requirements Software Requirements 2 GHz - minimum; low volume traffic Microsoft Windows XP Pro (SP 3 or higher) Duo Core 2.3 GHz recommended for high volume traffic Microsoft Vista Business Edition (SP1 or higher) 1 GB RAM - minimum; low volume traffic Microsoft 2003 Server R2 or higher 2 GB RAM - recommended for high volume traffic Microsoft 2008 Server MSSQL Server Express (SP2 or higher) NET 3.5 Framework IIS 6.0 or higher (only for use with the Web Services Listener) Notes & Exclusions of HEAT In A Box Implementation ** Scope of Standard Heat HEAT In A Box Customisations: 1 Set of customer tables (Profile and Subset) Page 23 of 25

24 o Maximum of 10 Profile fields and 10 Subset fields 1 Set of standard call tables (CallLog, Assignment and Journal) o Maximum of 5 CallLog fields, 5 Assignment Fields, 5 Journal fields No Viewsets will be included (i.e. role based views of standard call tables) 3 Details Screens o Maximum of 15 fields per detail screen linked to call type o Unlimited call types, but only 3 with details screens for additional information No Configuration tables (Additional customer specific information) o Maximum of 20 fields per configuration table Autotasks o 5 quick calls (e.g. password reset) o Assignment flow (encompassing Acknowledge, Resolve, Reassign) o 5 additional autotasks (for automation OR business rules) Business Rules o 6 Business rules Call Groups o 10 Call Groups Security o Admin Group Full rights o User Group All rights except delete Additional Requirements: Any additional requirements identified as being over and above the standard HEAT customisations will require separate quotation. Additional Reporting: Any reports required to be written outside of the 320 standard Answer Wizard Reports will be billed for separately. Development: In the event that the customer elects to undertake any of the above optional development in-house, the HEAT API will be provided and the development must be done in accordance with HEAT s architecture. Integration: Anything other than a direct external table link used for an external validation table or external profile table will be specified and billed for separately. Telephony: Any integration into a telephony system is not included in the scope of this work proposal. Automation: The ATG configuration is not included in the scope of this work proposal. Page 24 of 25

25 Data Importation: The scope of data importation does not include multiple or automated imports or any form of data scrubbing or manipulation. Data to be imported needs to be of a FrontRange defined format. Travel, Subsistence and Accommodation: This quote is exclusive of travel, accommodation and subsistence, which are to be added to the account of the client. The training venue is excluded from this proposal. Process for commencement of project 1. Software agreement is signed off by customer 2. FrontRange produces invoice for Software and Annual Maintenance 3. Once the customers payment is received the initial project meeting is scheduled and held to determine time lines. 4. The Business Analysis workshop is scheduled, held and documented to determent HEAT customisation as well as to scope integration with other systems. Once the business analysis workshop is completed Intelligise will be in a position to provide a full quotation on the implementation costs including integration, this is covered the documentation presented. 5. Once the Business Analysis documentation is signed off by the customer implementation commences. 6. Implementation costs are payable after project milestones are completed. Terms and conditions Please refer to our standard terms and conditions. Page 25 of 25