Statement of Work. LabTech Implementation Bronze. LabTech Software 4110 George Road Suite 200 Tampa, FL 33634

Transcription

1 Statement of Work LabTech Implementation Bronze LabTech Software 4110 George Road Suite 200 Tampa, FL US Direct: UK: AUS:

2 Contents Section 1 - Executive Summary... 3 Section 2 - Introduction/Background... 4 Section 3 - Commitments... 5 Section 4 - Scope of Project... 6 Section 5 - Project Duration... 7 Section 6 - Method of Delivery... 8 Section 7 - Summary of Work... 9 Section 8 Definitions / Terminology Section 9 - Acceptance LABTECH S PERFORMANCE OF THE SERVICES STATED IN THIS STATEMENT OF WORK IS GOVERNED BY: (1) Part 1: The contents of this Statement of Work ( Statement of Work or Transaction Document ); (2) Part 2: The then current LabTech Consulting Services Terms & Conditions which are set forth at (in descending order of precedence, collectively these are called the Agreement ) Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 2

3 SECTION 1 - EXECUTIVE SUMMARY Welcome to LabTech Software consulting and implementation services. LabTech Software develops the only remote monitoring and management (RMM) platform designed by a managed service provider (MSP) for MSPs. This project is designed to get a LabTech server installed and configured to LabTech best practices and to provide instruction on the basic operations and configurations to use the software. By using LabTech Software s consulting services, you agree to the terms outlined in this document, regardless of any other prior representations. Any addition to the deliverables defined in this document will require a change control request to be approved by both parties. Any deliverable defined in this document may be waived in writing and is not exchangeable for other services. Such written communication is required to be noted in the project Communications Ticket. Project Duration: The Bronze Implementation project is designed to take from business days to complete, not including weekends and holidays. Project Hours: 7 hours of consulting sessions; includes 2 (two) 1-hour post-implementation follow-up consulting sessions where applicable.* Requirements: Newly formatted Microsoft server (please see prerequisites for more information) Network access to the server Discovery Document completed and returned by the partner prior to project kick-off meeting with your assigned LabTech Software consultant. Deliverables: Partner access to online training LabTech server software and components installed and optimized Partner s LabTech software configured to meet LabTech Software best practices Verification / validation of the LabTech server PSA integration (where applicable, ConnectWise or Autotask only) LabTech agent deployment methods demonstrated and reviewed Onboarding session (two hours consulting and demonstration of LabTech Ignite ) 1-hour project wrap-up session with your LabTech Software consultant Project signoff and review with a senior LabTech Software consultant Post implementation project for two 1-hour consulting sessions* Milestones: Below is a typical timeline of the LabTech Bronze Implementation project: In Business Days / Showing Day 1 as Kick-off meeting Phases <prior> D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 TBD Phase 1: Discovery Phase 2: Kick-off Phase 3:Install/Configure/Validate Phase 4:Deployment/Consulting Phase 5:Project Closure Phase 6: Follow Up.5 hr 4 hr 1 hr 2 hr *Restrictions apply the post implementation project may be granted if within 90 days of the contract signing. Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 3

4 SECTION 2 - INTRODUCTION/BACKGROUND The business objective of the partner is to implement the LabTech server in a trusted environment and acquire the basic skills to manage their Clients computers through this system. The Implementation project is designed to get a LabTech server installed and configured to LabTech best practices and to provide instruction on the basic operations and configurations to use the software. This project allows a new LabTech partner to be up and running with their new software as quickly as possible. The goal is to get your new LabTech server installed, configured and running with all necessary components to provide a solid, proven foundation with LabTech agents deployed to your clients before the end of the consulting project. In addition, it is LabTech Software s intention to have instructed and demonstrated the software s most commonly used features to the point that the partner is comfortable performing the basic functions on their own. At LabTech Software, we believe that providing outstanding professional services should be an integral part of our company s offering. Your success is also our success, so we make every effort to provide efficient and affordable professional services through expert trainers and consultants to help you fast-track your investment in the LabTech RMM platform. Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 4

5 SECTION 3 - COMMITMENTS Our Commitment to You LabTech Software will provide you with a team to ensure the successful completion of the project. This includes coordinators from the Welcome Team for scheduling as well as experienced, qualified LabTech Software consultants to perform the services purchased. After Phase 3, LabTech Support will also be available. LabTech Software will ensure that resources are available to complete the work tasks and hold the meetings per the project timeline. LabTech Software will provide the LabTech application and the components required for it to be installed and run. LabTech Software will also perform any necessary configurations of the operating system for the application to run successfully. LabTech Software will provide all deliverables described in this Statement of Work (SOW). LabTech Software will provide written communication and documents through the project Communications Ticket. LabTech Software will make all efforts to keep to the project schedule and milestone projections. Occasionally an emergency circumstance, communications or technical issue may interfere with a scheduled meeting; in those cases, we will notify you as soon as possible if a need to reschedule should arise. LabTech Software will provide a method of feedback for each consultation session. Your Commitment to Us Provide a LabTech Administrator as the primary contact who will be responsible for the project in your company. Complete the LabTech Essentials Training online in the LabTech University or have completed qualified training (e.g. LabTech Live Boot Camp). Complete the Discovery Document fully to the best of your abilities and return it to the LabTech Welcome Team coordinator. The Discovery Document includes the necessary server requirements, router and firewall configurations that need to be set prior to the project kick-off meeting with your LabTech Software consultant. Have a clean server that meets the requirements as laid out in the Discovery Document. Provide Remote Desktop Protocol (RDP) access (must be configured before project can begin). Read through the documents we send you and ask questions if there is anything you do not understand. Providing feedback through returning surveys is appreciated. Provide ample time for the project primary contact at your facility to keep their meetings with the LabTech Software consultant and to complete the project requirements. When able, please provide one (1) business day notice to reschedule any meeting. We understand that emergency circumstances come up as is the nature of the IT services business and one day advance notice is not always possible. Missed meetings are defined as being absent from a scheduled GoToMeeting by 15 minutes or more after the start time without notifying LabTech in advance. If three (3) meetings are missed, then the project will be placed On Hold and be rescheduled depending upon availability. Rescheduled meetings: The LabTech Software consultants time is scheduled out weeks in advance and their time blocks are full. If you have to reschedule three (3) or more meetings, the project will be placed On Hold for completion at a later date. A project returned from an On Hold status will be rescheduled at next availability and there is no guarantee that it will be assigned to the same LabTech Software consultant. Please note: persistent missing or rescheduling (more than three meetings) may result in the final two (2) hours being deducted from the backend of the project. Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 5

6 SECTION 4 - SCOPE OF PROJECT Included in this project: Introductory information about LabTech, including access to online training (sent by Welcome Team coordinators). A 30 minute kick-off meeting to review prerequisites. Installation of the latest published build of LabTech Software Server. Installation and optimization of the LabTech database Configuration of the LabTech Server according to LabTech Software best practices. PSA integration of LabTech with ConnectWise or Autotask (if applicable) Verification / validation of the LabTech server LabTech agent deployment method instruction and demonstration Review of deployment during a post deployment session Onboarding (2 hours consulting and demonstration including LabTech Ignite ) 1-hour project wrap-up session with LabTech Software consultant Project signoff and review with a senior LabTech Software consultant Post implementation project for 2 (two) 1-hour consulting sessions* The consultant has specific topics that need to be addressed within the consultation sessions during Phase 4 and Phase 5 of the project. Topics that are not covered during the project, such as network device monitoring or scripting, may be addressed during the Post-Implementation project phase if available.* Not included in this project: Services not listed in this statement of work (SOW) are considered outside the scope of this project. Topics outside of the basic functionality of the LabTech system are considered out of scope and will not be included. Integration of the LabTech application with other software (e.g. AV, Backup, Voice Messaging, Anti-Malware, Remote Control Software) is not included in this project. The purchase, installation, and integration of an SSL Certificate is not included in this project. This project does not include the creation of custom scripts or monitors. The consultant may do some troubleshooting of issues at his discretion; however, he may defer the issue to LabTech support. Extensive troubleshooting of technical issues is outside the scope of the project. If you require additional training or services not listed as part of this SOW, please contact your account manager to inquire about other services offered by LabTech Software. *Restrictions apply the post implementation project may be granted if within 90 days of the contract signing. Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 6

7 SECTION 5 - PROJECT DURATION Period of Performance The start date of the Implementation project is the date of the kick-off meeting. In Business Days / Showing Day 1 as Kick-off meeting Phases <prior> D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 TBD Phase 1: Discovery Phase 2: Kick-off Phase 3:Install/Configure/Validate Phase 4:Deployment/Consulting Phase 5:Project Closure Phase 6: Follow Up.5 hr The LabTech Bronze Implementation project is intended to be completed within 10 to 15 business days after the project kick-off meeting. The timeline refers to business days and does not include weekends and holidays. The post-implementation follow up consulting sessions are scheduled outside of the project duration and thus not restricted to the business days. Online training is not included in the duration and should be completed before the kick-off meeting. The Welcome Team will not schedule the kick-off meeting until the Discovery Doc is completed and returned. If meetings need to be rescheduled, the preferred dates of the rescheduled meetings will keep the project completion within the intended duration timeline. 4 hr 1 hr 2 hr Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 7

8 SECTION 6 - METHOD OF DELIVERY Place of Performance All work completed by the LabTech Software consultant will be performed remotely via Remote Desktop Protocol (RDP) direct to your LabTech Server. To facilitate the software installation and configuration required for this project, a custom LabTech agent will be temporarily installed on your LabTech server and a local administrative account created. At the conclusion of this project the agent will be uninstalled and the account deleted. All scheduled meetings are held by way of LabTech Software hosting Citrix GoToMeeting sessions that will be setup by the LabTech Software consultant. Written correspondence will be done through via the thread of the LabTech Software project ticket (communications ticket). Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 8

9 SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech Bronze Implementation project, LabTech Software will be responsible for performing tasks throughout various stages of the project. LabTech Software will have full access and have all necessary rights to install the software. The following is a list of the tasks that will be performed, which will result in the successful completion of this project: Phase 1: Discovery Performed by the LabTech Software Welcome Team coordinators and the LabTech partner LabTech Software Welcome Team coordinators to send a welcome to the LabTech partner, including the Discovery Document LabTech Software Welcome Team coordinator to get partner setup for training with user login support LabTech partner to complete the online training as outlined in the welcome LabTech partner to return the completed Discovery Document LabTech Software Welcome Team coordinator will test the RDP, schedule the project kick-off meeting with a LabTech Software consultant and initiate the preliminary installation process. Phase 2: Kick-off Scheduled by the LabTech Software Welcome Team coordinator, the Kick-off meeting is held with the LabTech partner and the LabTech Software consultant. Hold the kick-off meeting which is approximately 30 minutes in length Set expectations of the project in accordance with the Statement of Work (SOW) Verify the partner prerequisites have been met in accordance with the Discovery Document Review the Discovery Document with the partner Cover the timelines for the project Schedule meetings or determine when meetings will be scheduled. Phase 3: Install/Configure/Validate Work to be performed by LabTech Software. LabTech Software may at any time during this process stop and start services, restart the server and perform any other actions deemed appropriate. It is recommended that the partner not log on to the server until directed by the LabTech consultant Install/Configure Verify that the server meets requirements Configure server to LabTech Software best practice guidelines Finalize installation of the LabTech application & required components and configure basic settings Include the specifications detailed in the Discovery Document Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 9

10 3.2 - PSA Integration This optional phase requires that the partner has a qualified PSA system ready for integration Complete the PSA integration by the LabTech consultant with information obtained from the Discovery Document and will be configured as per the Phase Work Plan Validate Server Validate server meets best practice standards Access to 24 hour Support Services for support related issues is granted after this point. Phase 4: Deployment Meetings to be held with the LabTech Software consultant and the partner. Total time in the Deployment Phase is four (4) hours, which includes two (2) hours covering agent deployment and two (2) hours of onboarding best practices using LabTech Ignite Agent Deployment Hold pre-deployment meeting and demonstrate and discuss agent deployment methods (1 hour) Consultant to demonstrate to the partner how to create and configure a LabTech network probe Partner Participation: In order to achieve successful deployment, the partner must be ready to perform the following actions at this stage of the project. During this phase, the LabTech Software consultant may grant access to the system to the partner and will instruct the partner on the following: Inputting client domain and/or local admin username and password for a location. Having at least 2 machines at a location in a domain environment or having a common admin userid. Downloading an agent manually onto a partner machine to be a network probe Downloading an agent manually onto a client system in order for it to be made into a Post Deployment Network Probe. Review Follow-up on your LabTech agent deployment (1 hour) Assistance with agent deployment or troubleshooting methods Onboarding Consultant will provide training and consulting on best practices functionality, including monitors, groups, alerts, searches, pre-configured scripts and templates using LabTech Ignite (2 hours) Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 10

11 Phase 5: Project Closure Wrap-up meeting to be held with the LabTech Software consultant and the partner. Project signoff work to be performed by a senior LabTech Software consultant. Follow up scheduled by Welcome Team coordinator Wrap-up Meeting This is a remote session of additional consulting to address questions related to previously discussed topics. (1 hour) Project Signoff Review of the configuration of the LabTech server To be performed after the completion of the project wrap-up session, the partner will be contacted by a senior consultant to review any final questions or issues in regards to their implementation project. If there are any issues, the senior consultant will review the issues to determine if a LabTech Support handoff is needed via support tickets. If there are no outstanding issues to be addressed the implementation phase of the project will be closed Schedule Follow-up Welcome Team to setup a new secondary project with the remaining two 1-hour sessions of consulting time. The LabTech partner will have up to 90 days from the date of their contract signing to use these remaining two hours. Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 11

12 SECTION 8 DEFINITIONS / TERMINOLOGY Account Manager Agent Contract Consultant Discovery Document LabTech Admin LabTech Consulting Services Department LabTech Ignite LabTech Welcome Team coordinator LabTech Server LabTech Support A software agent is a piece of software that functions as an agent for a user or another program, working autonomously and continuously in a particular environment. In regards to LabTech, we are referring to the LabTech agent, which is deployed onto client computers and devices in order to manage and monitor those computers and devices remotely. Agreement or quote signed by the LabTech partner as approval for the purchase of software or services. Refers to a LabTech Software consultant, who is an employee of LabTech Software LLC with technical knowledge and training of use and best practices of the LabTech remote monitoring and management platform. The LabTech Software consultant may be referred to simply as consultant. This is an Excel workbook that will be ed to you once you have signed the agreement for this engagement. The person designated as the LabTech system administrator at the partner s location. The LabTech Admin is the designated person at your company to be in charge of managing the configuration of your LabTech server. The LabTech Admin should also be the primary contact for this project. LabTech Software Consulting Department Phone: , option 4 [email protected] Configuration of best practices involving monitoring, ticketing and patching developed by LabTech Software. LabTech Ignite provides out-of-the-box best practices in the form of pre-configured scripts, monitors, groups, alerts, searches, templates and a host of preestablished, automated processes that will empower any managed service provider (MSP) big or small to get up and running very quickly and very efficiently. The LabTech Welcome Team provides new LabTech partners with a single point of contact to help getting started with LabTech Software Training and Consulting Services, as well as with customer portal and LabTech University login. Every new LabTech partner is contacted by a dedicated Welcome Team coordinator who will guide them through getting started with LabTech after their initial purchase. Phone: , option 5 [email protected] This term refers to the partner s server/infrastructure on which the LabTech server software application is installed. This term refers to the Support Department within LabTech Software LLC. Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 12

13 Location / Subnet MSP Partner Project Start Date PSA RDP RMM Statement Of Work Training Locations in regards to the LabTech RMM software are per Subnet. Each subnet is considered one (1) location. A location may have multiple network nodes and a LabTech agent installed on each qualified node. A subnetwork, or subnet, is a logically visible subdivision of an IP network. The practice of dividing a network into two or more networks is called subnetting. All computers that belong to a subnet are addressed with a common, identical, most-significant bit-group in their IP address. A managed service provider is a person or organization that accepts and provides managed services. Managed services is the practice of outsourcing day-to-day IT management responsibilities as a strategic method for improving operations. This can include outsourcing production support and lifecycle build/maintenance activities. The person or organization that owns or has direct oversight of the organization or system being managed is referred to as the client or customer. This term refers to you the customer, your entity in its entirety. In some instances, this may be the technical lead assigned by the corporation to this project, the corporation itself, or any corporate resource(s). For the purposes of this Scope of Work, the project start date is the date of your scheduled kick-off meeting with your LabTech Software consultant. Professional services automation software (PSA) is designed to assist professionals such as lawyers, auditors, IT consultants and other professionals with project management and resource management for client projects. These features are often integrated with accounting, Customer Relationship Management (CRM) systems and payroll systems in order to improve efficiency of overall operations. Remote Desktop Protocol (RDP) is a proprietary protocol developed by Microsoft which provides a user with a graphical interface to another computer over a network connection. The user employs RDP client software for this purpose, while the other computer must run RDP server software. RDP is a secure method of access when properly configured and uses RSA s RC4 encryption cypher. Microsoft has a number of articles on how to properly configure RDP for secure access. Remote monitoring and management (RMM) is a collection of information technology tools that are loaded to client workstations and servers. These tools gather information regarding the applications and hardware operating in the client s location, as well as supply activity reports to the IT service provider, allowing them to resolve any issues. RMM usually provides a set of IT management tools such as trouble ticket tracking, remote desktop monitoring and support and user information through a complete interface. A statement of work (SOW) is a formal document that captures and defines the work activities, deliverables and timeline a vendor must execute in performance of specified work for a client. This term is used to describe the LabTech Training regimen developed by the LabTech Training Department. It includes (but is not limited to) LabTech University, LabTech TV, virtual training via webinars and LabTech Boot Camps. Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 13

14 Disclaimers - Autotask is a registered trademark of Autotask Corporation. - ConnectWise is a registered trademark of ConnectWise. - GoToMeeting is a registered trademark of Citrix Online. - If you have purchased the ConnectWise PSA system but it has not yet been setup, you can still get PSA integration as part of the follow-up project explained in Phase 5. - The LabTech partner will have up to 90 days from the date of their contract signing to use any postimplementation consulting hours. Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 14

15 SECTION 9 - ACCEPTANCE ACCEPTANCE Statement of Work Acceptance with Signature: Prior to work being started, the partner must sign here to signify that they have read the Statement of Work and agree to the terms of this project. Please return the signed statement to your Welcome Team coordinator. Project Company LabTech Software Implementation Bronze Partner Signature Printed Name Title Date Rev. Date: 7/27/15 LabTech Software, LLC Bronze Implementation SOW Page 15