Statement of Work LabTech Cloud QuickStart PLUS LabTech Software 4110 George Road Suite 200 Tampa, FL 33634 US Direct: 813.397.4600 UK: 0844.544.1690 AUS: 3.8652.1797 www.labtechsoftware.com
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... 7 Section 7 - Summary of Work... 8 Section 8 Definitions / Terminology... 10 Section 9 - Acceptance... 13 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 http://www.labtechsoftware.com/legal.php (in descending order of precedence, collectively these are called the Agreement ) Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 2
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 new LabTech hosted cloud partner quickly up to speed in the fundamentals of using LabTech as their Remote Monitoring & Management solution. 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 Cloud QuickStart PLUS project is designed to take from 3-5 business days to complete, not including weekends and holidays. Project Hours: 3 one-hour consulting sessions as follows: Session 1: Getting started with LabTech & Agent deployment Session 2: LabTech Ignite, including Onboarding, monitors and alerting Session 3: Windows patching, ticket throttling & project wrap-up Requirements: The PSA integration Discovery Document must be completed and returned by the partner prior to project kick-off meeting with your assigned LabTech Software consultant (where applicable*). Deliverables: PSA integration (where applicable)* ScreenConnect installation and integration (if desired and not previously existing) Three (3) sessions of up to 1-hour with content as described above *Integration with ConnectWise or Autotask only. PSA instance must be fully functional and any prerequisites met. Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 3
SECTION 2 - INTRODUCTION/BACKGROUND The business objective of the partner is to begin using the LabTech server in a hosted environment and acquire the basic skills to manage their Clients computers through this system. The goal is to demonstrate the appropriate LabTech server instance configurations for agent deployment and computer management. 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:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 4
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. 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 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 101 online in the LabTech University or participate in qualified training (e.g. LabTech LTCP Certification training). Complete the Discovery Document (where applicable) fully to the best of your abilities and return it to the LabTech Welcome Team coordinator. This Discovery Document includes the necessary PSA and ScreenConnect details that need to be set prior to the initial meeting with your LabTech Software consultant. 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 two (2) meetings are missed, then the project will be placed On Hold and be rescheduled depending upon availability. Alternatively, missing the same session two (2) times may constitute as a desire to opt out of that session and it will be cancelled; the next consulting session will be scheduled in lieu of the missed one. Rescheduled meetings: The LabTech Software consultants time is scheduled out weeks in advance and their time blocks are full. If you have to reschedule two (2) 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 project cancellation. Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 5
SECTION 4 - SCOPE OF PROJECT Included in this project: Configuration of the LabTech Server according to LabTech Software best practices. PSA integration of LabTech with ConnectWise or Autotask (if applicable)* Installation and integration of the ScreenConnect server (if desired and not previously existing) LabTech agent deployment method instruction or demonstration (1 hour) Consulting on LabTech Ignite, including Onboarding, monitors and alerting (1 hour) Windows patching, ticket throttling & project wrap-up (1 hour) 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, etc.) 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/her discretion; however, the consultant 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. *Integration with ConnectWise or Autotask only. PSA instance must be fully functional and any prerequisites met. Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 6
SECTION 5 - PROJECT DURATION Period of Performance The start date of the Implementation project is the date of the first consulting meeting. The LabTech Cloud QuickStart PLUS project is intended to be completed within 3 to 5 business days of the initial meeting. The timeline refers to business days and does not include weekends and holidays. Online training is not included in the duration and should be completed before the kick-off meeting. The Welcome Team will not schedule the initial 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. 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. 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 e-mail via the e-mail thread of the LabTech Software project ticket (communications ticket). Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 7
SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech Cloud QuickStart PLUS 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 e-mail 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 e-mail LabTech partner to return the completed Discovery Document (when applicable) Phase 2: Kick-off The LabTech Software Onboarding Coordinator will schedule the first consulting meeting on a first availability basis. The consulting meetings are between the Partner and the LabTech Software Consultant. The coordinator may also schedule the two remaining sessions based on availability of the consultant and the partner. Otherwise, they may be scheduled by the consultant and partner during the sessions. 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. PSA Integration (when applicable) This optional phase requires that the partner has a qualified PSA system ready for integration. The PSA integration will be completed by the LabTech consultant based on the information obtained from the Discovery Document. ScreenConnect installation and integration (when applicable) This optional phase will be completed if desired by the Partner and there is no existing ScreenConnect server. The ScreenConnect installation and integration will be performed on the cloud server Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 8
Phase 4: Consulting Meetings to be held with the LabTech Software consultant and the partner. Total time in the Consulting Phase is two (2) hours, which includes: Session 1: Getting started with LabTech & Agent deployment Session 2: LabTech Ignite, including Onboarding, monitors and alerting 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 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. Installing an agent onto a partner system through the network probe. Phase 5: Project Closure Final meeting to be held with the LabTech Software consultant and the partner. Total time in the Project Closure Phase is one (1) hour, which includes: Session 3: Windows patching, ticket throttling & project wrap-up Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 9
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 www.labtechsoftware.com/accountmanager 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 emailed 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: 813-397-4600, option 4 Email: consulting@labtechsoftware.com 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: 1-877-522-8323, option 5 Email: onboarding@labtechsoftware.com 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:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 10
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:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 11
Disclaimers Autotask is a registered trademark of Autotask Corporation. ConnectWise is a registered trademark of ConnectWise. GoToMeeting is a registered trademark of Citrix Online. Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 12
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 Cloud QuickStart PLUS Partner Signature Printed Name Title Date Rev. Date:9/14/15 LabTech Software, LLC Cloud QuickStart PLUS SOW Page 13