Statement of Work Template
Statement of Work LabTech® In-place Upgrade
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..................................................................................................................... 12
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 – In-place Upgrade SOW
Page 2
www.LabTechSoftware.com
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 intended for existing partners who seek to upgrade their existing installation of LabTech software to the latest public release. The project is designed to get the partner’s LabTech Server updated to the latest public release with the least downtime possible. 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 LabTech Server Migration project is designed to be successfully completed in one (1) business day after the Kick-Off, not including weekends and holidays. Requirements: A 30 minute kick-off meeting to review prerequisites. Network access to the existing LabTech server The partner’s existing LabTech server must meet the minimum system requirements as detailed on the LabTech Software web site. Discovery Document completed and returned by the partner prior to the project kick-off. Deliverables: Upgrade of the partner’s existing LabTech server to the latest publicly released version ScreenConnect installed and tested (if desired and not currently existing)* Confirmation that LabTech agents are checking in to the LabTech server after the upgrade is complete * Note that a separate ScreenConnect server may be required based on agent count.
Milestones: Below is a typical timeline of the LabTech In-Place Upgrade project: In business days, showing day 1 as Server Upgrade <prior> D1
Phases
Phase 1: Discovery Phase 2: Kick-off
0.5 hr
Phase 3: Server Upgrade Phase 4: Agent Validation Phase 5:Project Closure
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 3
www.LabTechSoftware.com
SECTION 2 - INTRODUCTION/BACKGROUND This project is designed to get an existing LabTech partner up and running on the latest public release of LabTech software as soon as possible. The partner will complete the Discovery Document that will provide the LabTech Software consultant with the information required for the project. The partner will also ensure that the server is accessible before the project begins. The goal is to get your new LabTech server upgraded, ScreenConnect installed and integrated and have agents reporting to it before the end of the consulting project. It is required that the server meet the minimum system requirements as detailed on the LabTech Software web site. No customization is included in this project. 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 – In-place Upgrade SOW
Page 4
www.LabTechSoftware.com
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 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. Your Commitment to Us Provide a LabTech administrator as the primary contact who will be responsible for the project in your company. 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. Provide Remote Desktop Protocol (RDP) access to your LabTech server (must be configured before project can begin). Provide a separate ScreenConnect server if necessary based on the requirements laid out in the Discovery Document (if ScreenConnect is desired). Read through the documents we send you and ask questions if there is anything you do not understand.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 5
www.LabTechSoftware.com
SECTION 4 - SCOPE OF PROJECT Included in this project: A 30 minute kick-off meeting to review prerequisites. Installation of the latest published build of LabTech Software server. Installation of ScreenConnect (if desired and not existing)*. Verification that existing LabTech agents are checking in to the server after the upgrade is complete. Not included in this project: Services not listed in this Statement of Work (SOW) are considered outside the scope of this project. Consulting on any aspects of LabTech. Custom configurations or settings. Custom monitors or scripts. Configuration of any custom configurations or settings. Customization of the LabTech server. Updating of service plans, patch settings, or the onboarding of any client locations. Integration of any products (e.g. anti-virus, backup, AppCare, etc.) excluding ScreenConnect * Note that a separate ScreenConnect server may be required based on agent count.
If you require additional training or services not listed as part of this SOW, please contact your Account Manager about other services we offer.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 6
www.LabTechSoftware.com
SECTION 5 - PROJECT DURATION Period of Performance The project is intended to be completed within one (1) business day after the project kick-off. The timeline includes business days only and does not include weekends and holidays. In business days, showing day 1 as Server Upgrade <prior> D1
Phases
Phase 1: Discovery Phase 2: Kick-off
0.5 hr
Phase 3: Server Upgrade Phase 4: Agent Validation Phase 5:Project Closure
The Welcome Team will not schedule the project until the Discovery Doc is completed and returned and RDP access to the server confirmed.
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 servers. The partner must provide a LabTech administrator as the primary contact and resource as described in the project discovery document to receive the analysis of the review findings. 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. Written correspondence will be done through e-mail via the e-mail thread of the LabTech Software project communications ticket.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 7
www.LabTechSoftware.com
SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech in-place upgrade project, LabTech Software will be responsible for performing tasks during the project. LabTech Software will have full access to the LabTech server and have all necessary rights to perform the required tasks. 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 partner to return the completed Discovery Document LabTech Software Welcome Team coordinator will test RDP and schedule the project with a LabTech Software consultant.
Phase 2: Kick-off Performed by the LabTech Software consultant Hold the kick-off meeting which is approximately 30 minutes in length Verify the server minimum prerequisites have been met in accordance with the LabTech Software web site Review the Discovery Document
Phase 3: Install/Configure/Migrate Work to be performed by LabTech Software. LabTech Software may at any time during this process stop and start services, restart the servers and perform any other actions deemed appropriate. It is recommended that the partner not log on to the LabTech server until directed by the LabTech consultant. Install/Configure Verify that the server meets requirements* Install the custom LabTech agent on the new server Back up the LabTech database Upgrade the LabTech Software application to the latest public release ScreenConnect Integration (where applicable)** This optional phase requires that the partner does not have a currently existing ScreenConnect server. Install and test ScreenConnect *To facilitate this process, a local administrative account is created on the server. This account is deleted at the conclusion of the upgrade project. ** Note that a separate ScreenConnect server may be required based on agent count.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 8
www.LabTechSoftware.com
Phase 4: Consulting Verify Agent Check-in Verify existing agents are checking in to the LabTech server after the upgrade is complete
Phase 5: Project Closure Performed by the LabTech Software Consultant: Upon completion of all project work, the LabTech Software consultant will close the project.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 9
www.LabTechSoftware.com
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
Rev. Date: 9/14/15
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: [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: 1-877-522-8323, option 5 Email: [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.
LabTech Software, LLC – In-place Upgrade SOW
Page 10
www.LabTechSoftware.com
Location / Subnet
MSP
Partner
Project Start Date
PSA
RDP
RMM
Statement Of Work
Rev. Date: 9/14/15
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.
LabTech Software, LLC – In-place Upgrade SOW
Page 11
www.LabTechSoftware.com
SECTION 9 - ACCEPTANCE ACCEPTANCE Statement of Work acceptance with signature: Prior to work being started, the partner must select a data migration option and 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
LabTech Software – In-place Upgrade
Company
________________________________________
Partner Signature
________________________________________
Printed Name
________________________________________
Title
________________________________________
Date
________________________________________
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 12
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..................................................................................................................... 12
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 – In-place Upgrade SOW
Page 2
www.LabTechSoftware.com
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 intended for existing partners who seek to upgrade their existing installation of LabTech software to the latest public release. The project is designed to get the partner’s LabTech Server updated to the latest public release with the least downtime possible. 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 LabTech Server Migration project is designed to be successfully completed in one (1) business day after the Kick-Off, not including weekends and holidays. Requirements: A 30 minute kick-off meeting to review prerequisites. Network access to the existing LabTech server The partner’s existing LabTech server must meet the minimum system requirements as detailed on the LabTech Software web site. Discovery Document completed and returned by the partner prior to the project kick-off. Deliverables: Upgrade of the partner’s existing LabTech server to the latest publicly released version ScreenConnect installed and tested (if desired and not currently existing)* Confirmation that LabTech agents are checking in to the LabTech server after the upgrade is complete * Note that a separate ScreenConnect server may be required based on agent count.
Milestones: Below is a typical timeline of the LabTech In-Place Upgrade project: In business days, showing day 1 as Server Upgrade <prior> D1
Phases
Phase 1: Discovery Phase 2: Kick-off
0.5 hr
Phase 3: Server Upgrade Phase 4: Agent Validation Phase 5:Project Closure
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 3
www.LabTechSoftware.com
SECTION 2 - INTRODUCTION/BACKGROUND This project is designed to get an existing LabTech partner up and running on the latest public release of LabTech software as soon as possible. The partner will complete the Discovery Document that will provide the LabTech Software consultant with the information required for the project. The partner will also ensure that the server is accessible before the project begins. The goal is to get your new LabTech server upgraded, ScreenConnect installed and integrated and have agents reporting to it before the end of the consulting project. It is required that the server meet the minimum system requirements as detailed on the LabTech Software web site. No customization is included in this project. 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 – In-place Upgrade SOW
Page 4
www.LabTechSoftware.com
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 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. Your Commitment to Us Provide a LabTech administrator as the primary contact who will be responsible for the project in your company. 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. Provide Remote Desktop Protocol (RDP) access to your LabTech server (must be configured before project can begin). Provide a separate ScreenConnect server if necessary based on the requirements laid out in the Discovery Document (if ScreenConnect is desired). Read through the documents we send you and ask questions if there is anything you do not understand.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 5
www.LabTechSoftware.com
SECTION 4 - SCOPE OF PROJECT Included in this project: A 30 minute kick-off meeting to review prerequisites. Installation of the latest published build of LabTech Software server. Installation of ScreenConnect (if desired and not existing)*. Verification that existing LabTech agents are checking in to the server after the upgrade is complete. Not included in this project: Services not listed in this Statement of Work (SOW) are considered outside the scope of this project. Consulting on any aspects of LabTech. Custom configurations or settings. Custom monitors or scripts. Configuration of any custom configurations or settings. Customization of the LabTech server. Updating of service plans, patch settings, or the onboarding of any client locations. Integration of any products (e.g. anti-virus, backup, AppCare, etc.) excluding ScreenConnect * Note that a separate ScreenConnect server may be required based on agent count.
If you require additional training or services not listed as part of this SOW, please contact your Account Manager about other services we offer.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 6
www.LabTechSoftware.com
SECTION 5 - PROJECT DURATION Period of Performance The project is intended to be completed within one (1) business day after the project kick-off. The timeline includes business days only and does not include weekends and holidays. In business days, showing day 1 as Server Upgrade <prior> D1
Phases
Phase 1: Discovery Phase 2: Kick-off
0.5 hr
Phase 3: Server Upgrade Phase 4: Agent Validation Phase 5:Project Closure
The Welcome Team will not schedule the project until the Discovery Doc is completed and returned and RDP access to the server confirmed.
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 servers. The partner must provide a LabTech administrator as the primary contact and resource as described in the project discovery document to receive the analysis of the review findings. 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. Written correspondence will be done through e-mail via the e-mail thread of the LabTech Software project communications ticket.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 7
www.LabTechSoftware.com
SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech in-place upgrade project, LabTech Software will be responsible for performing tasks during the project. LabTech Software will have full access to the LabTech server and have all necessary rights to perform the required tasks. 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 partner to return the completed Discovery Document LabTech Software Welcome Team coordinator will test RDP and schedule the project with a LabTech Software consultant.
Phase 2: Kick-off Performed by the LabTech Software consultant Hold the kick-off meeting which is approximately 30 minutes in length Verify the server minimum prerequisites have been met in accordance with the LabTech Software web site Review the Discovery Document
Phase 3: Install/Configure/Migrate Work to be performed by LabTech Software. LabTech Software may at any time during this process stop and start services, restart the servers and perform any other actions deemed appropriate. It is recommended that the partner not log on to the LabTech server until directed by the LabTech consultant. Install/Configure Verify that the server meets requirements* Install the custom LabTech agent on the new server Back up the LabTech database Upgrade the LabTech Software application to the latest public release ScreenConnect Integration (where applicable)** This optional phase requires that the partner does not have a currently existing ScreenConnect server. Install and test ScreenConnect *To facilitate this process, a local administrative account is created on the server. This account is deleted at the conclusion of the upgrade project. ** Note that a separate ScreenConnect server may be required based on agent count.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 8
www.LabTechSoftware.com
Phase 4: Consulting Verify Agent Check-in Verify existing agents are checking in to the LabTech server after the upgrade is complete
Phase 5: Project Closure Performed by the LabTech Software Consultant: Upon completion of all project work, the LabTech Software consultant will close the project.
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 9
www.LabTechSoftware.com
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
Rev. Date: 9/14/15
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: [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: 1-877-522-8323, option 5 Email: [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.
LabTech Software, LLC – In-place Upgrade SOW
Page 10
www.LabTechSoftware.com
Location / Subnet
MSP
Partner
Project Start Date
PSA
RDP
RMM
Statement Of Work
Rev. Date: 9/14/15
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.
LabTech Software, LLC – In-place Upgrade SOW
Page 11
www.LabTechSoftware.com
SECTION 9 - ACCEPTANCE ACCEPTANCE Statement of Work acceptance with signature: Prior to work being started, the partner must select a data migration option and 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
LabTech Software – In-place Upgrade
Company
________________________________________
Partner Signature
________________________________________
Printed Name
________________________________________
Title
________________________________________
Date
________________________________________
Rev. Date: 9/14/15
LabTech Software, LLC – In-place Upgrade SOW
Page 12
