Statement of Work
Statement of Work LabTech® Implementation – Gold
LabTech Software 4110 George Road Suite 200 Tampa, FL 33634 Direct: 813.397.4600 UK: 0844.544.1690 www.LabTechSoftware.com
www.LabTechSoftware.com
Contents Section 1 - Executive Summary ............................................................................................ 3 Section 2 - Introduction/Background ..................................................................................... 5 Section 3 - Commitments ...................................................................................................... 6 Section 4 - Scope of Project .................................................................................................. 7 Section 5 - Project Duration .................................................................................................. 8 Section 6 - Method of Delivery .............................................................................................. 9 Section 7 - Summary of Work ............................................................................................. 10 Phase 1: Discovery ................................................................................................................................ 10 Phase 2: Kickoff ..................................................................................................................................... 10 Phase 3: Install/Configure/Validate ..................................................................................................... 10 Phase 4: Agent Deployment ................................................................................................................. 11 Phase 5: Consulting .............................................................................................................................. 11 Phase 6: Project Closing Call ............................................................................................................... 12
Section 8 - Definitions / Terminology .................................................................................. 13 Section 9 - Acceptance ....................................................................................................... 16
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”)
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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 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: This Implementation project is designed to be completed over a maximum, five (5) week period, not including weekends and holidays. After all sessions have been completed a single half hour wrap up call will be held. *All Implementations have a 90 day expiration date from kickoff. Project Hours: Thirteen (13) hours total with eleven (11) hours allocated to consulting sessions Requirements: Newly formatted Microsoft server (please see prerequisites in the Discovery Document for more information) o This is only applicable to Partners not on our hosted services. Network access to the server o This is only applicable to Partners not on our hosted services. 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 (excluding database software) Partner’s LabTech software configured to meet LabTech Software best practices Verification / validation of the LabTech server PSA integration completed One (1) hour session on Getting Started with LabTech and Agent Deployment One (1) hour session for Monitoring using LabTech Ignite™ One (1) hour session on Automation One (1) hour session regarding Windows Patching One (1) hour session regarding Ticket Throttling Four (1) hour sessions on topics determined during the Kick Off meeting. One (1) hour call covering general questions and answers using LabTech. One (1) hour implementation wrap up call o All Service Tickets should be submitted to LabTech Support [email protected]
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www.LabTechSoftware.com
Milestones: Below is the breakdown of a LabTech Gold Implementation Week 1 Kickoff Meeting Prerequisite server check and configuration LabTech and ScreenConnect Install PSA Integration Agent Deployment Week 2 Consulting – Monitoring with LabTech Ignite™ Consulting – Automation Week 3 Consulting – Windows Patching Consulting – Ticket Throttling Week 4 Topic 1 * Topic 2 * Week 5 Topic 3 * Topic 4 * QA Week 6 Project Completion Call Total
Duration 1.5 hours .5 hour 1 hour Duration 1 hour 1 hour Duration 1 hour 1 hour Duration 1 hour 1 hour Duration 1 hour 1 hour 1 hour Duration 1 hour 13 hours
*Restrictions to provided Topics List
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www.LabTechSoftware.com
SECTION 2 - INTRODUCTION/BACKGROUND The LabTech Gold Implementation is designed to get a new LabTech Partner up and running with their new software as quickly as possible utilizing LabTech’s Best Practices. This project will provide instruction on the basic operations and configurations to use LabTech. 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.
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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. After Phase 3, LabTech Support will also be available. LabTech Software will provide the LabTech application and the components required for function excluding database software. 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. o This is only applicable to Partners not on our hosted services. Provide Remote Desktop Protocol (RDP) access (must be configured before project can begin). o This is only applicable to Partners not on our hosted services. Read through the documents we send you and ask questions if there is anything you do not understand. Ensure that MySQL v5.6.x.x or MariaDB v10.0.x and later (v10.1.x is not supported) is in place. o This is only applicable to Partners not on our hosted services. 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.
Please note: persistent missing or rescheduling (more than three meetings) may result in project cancellation.
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www.LabTechSoftware.com
SECTION 4 - SCOPE OF PROJECT Work to be performed The LabTech Software Gold Implementation package is intended for new LabTech Software clients. The LabTech Implementation Consultant will download, install, configure, and verify the proper functionality of the client’s LabTech server in accordance with LabTech Software’s recommended best practices standard. In order to benefit from this powerful client management tool, as quickly as possible, the LabTech Implementation Consultant will also familiarize the client with the most common functionality of their new LabTech system 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. Configuration of the LabTech Server according to LabTech Software best practices. LabTech Server installation review PSA integration completed o ConnectWise o AutoTask o TigerPaw LabTech agent deployment method instruction and demonstration One (1) hour session consulting on Monitoring with LabTech Ignite™ One (1) hour session consulting with Automation. One (1) hour session consulting on Windows Patching. One (1) hour session consulting on Ticket Throttling. Four (1) hour sessions consulting on topics determined during the Kick Off meeting. One (1) hour call covering general questions and answers using LabTech. One project completion call to validate the completion of the implementation project. The consultant has specific topics that need to be addressed within the consultation sessions during Phase 4 and portions of Phase 5. Available topic selections will be provided during the Project Kick Off for the three consulting sessions of choice in Phase 5. 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, and Remote Control Software) is not included in the implementation. 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.
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www.LabTechSoftware.com
SECTION 5 - PROJECT DURATION Period of Performance The Gold Implementation Project start date is the date the kick-off meeting occurs. The Gold Implementation Project includes 13 total hours of work to be used over a five (5) week period, after the project Kickoff Meeting. The timeline refers to business days and does not include weekends and holidays. After all consulting sessions are completed, the project will close with a completion call. Prior to the Project Kickoff meeting being scheduled, the LabTech client must complete and return the Discovery Document to their Onboarding Coordinator. A LabTech Software Onboarding Coordinator will then contact you and run a test to verify the RDP connection to your LabTech server and schedule the Kickoff Meeting with your LabTech Implementation Consultant.
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www.LabTechSoftware.com
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. The LabTech client must provide a primary point of contact and resource as described in the Project Discovery Document to participate in the scheduled meetings by way of LabTech Software hosting Citrix GoToMeeting™ sessions that will be setup by the LabTech Implementation Consultant. 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. Sessions are recorded for quality and training purposes. You have the right to opt out of this recording by notifying your LabTech Implementation Consultant verbally or in the project communications ticket by way of email. Should you opt out of session recording, you waive the right to dispute the provided services.
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www.LabTechSoftware.com
SECTION 7 - SUMMARY OF WORK Project Work Phases The implementation will be handled in the following manner: - Discovery - Kickoff - Installation - Client Deployment - Consulting - Project Completion Call _____________________________________________________________________________ As part of the LabTech Gold 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 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 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.
LabTech Implementation Consultant will check the server’s prerequisite setup for configuration of LabTech. 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 Review scheduled meetings and adjust as necessary
Phase 3: Install/Configure/Validate Work to be performed by the LabTech Software Implementation Consultant. During this phase of the project, the LabTech Implementation Consultant will have full access and have all necessary rights to install the software. The LabTech Implementation Consultant 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 client not log on to the server until directed by the LabTech Implementation Consultant.
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www.LabTechSoftware.com
3.1 - 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 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 3.3 - ScreenConnect Integration This optional phase requires that the partner has a qualified system ready for install and integration Complete the ScreenConnect integration by the LabTech consultant with information obtained from the Discovery Document and will be configured as per the Phase Work Plan 3.4 - 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: Agent Deployment Meetings to be held with the LabTech Software consultant and the partner. Total time in the Deployment Phase is one hour. 4.1 - Agent Deployment Hold pre-deployment meeting and demonstrate and discuss agent deployment methods Consultant to demonstrate to the partner how to create and configure a LabTech network probe
Phase 5: Consulting From the second week through project completion, there will be two consulting sessions between the LabTech Consultant and the partner’s LabTech administrator on a weekly basis. 5.1 – Monitoring with Ignite™ Consultant will provide training and consulting on best practices functionality for Onboarding Clients in LabTech. This session includes discussions regarding preconfigured Ignite™ components used in the Onboarding process. 5.2 – Automation Consultant will provide training and usage concepts for the Auto-Join process in LabTech to assist understanding of Automation in LabTech. Those concepts will include searches, groups and EDFs. 5.3 – Windows Patching Consultant will provide training and consulting on best practices functionality regarding patching. 5.4 – Ticket Throttling Consultant will provide training and consulting on best practices functionality regarding effective use of alerts and templates in LabTech. 5.5 – Selected Topic 1
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www.LabTechSoftware.com
Consultant will provide training and consulting on best practices functionality regarding selected topic in LabTech as determined during Kick-off.
5.6 – Selected Topic 2 Consultant will provide training and consulting on best practices functionality regarding selected topic in LabTech as determined during Kick-off. 5.7 – Selected Topic 3 Consultant will provide training and consulting on best practices functionality regarding selected topic in LabTech as determined during Kick-off. 5.8 – Selected Topic 4 Consultant will provide training and consulting on best practices functionality regarding selected topic in LabTech as determined during Kick-off. 5.9 – Q & A Consultant will review and discuss any previous topics or concerns in this Q&A partner lead session.
Phase 6: Implementation Wrap Up Wrap-up meeting to be held with the LabTech Software consultant and the partner. 6.1 – Project Wrap-up This is a project completion call to address any remaining issues in regards to this project.
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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
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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.
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www.LabTechSoftware.com
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.
Location / Subnet
MSP
Partner
Project Start Date
PSA
RDP
RMM
Statement Of Work
Rev. Date: 6/28/16
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 (MSP) 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.
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www.LabTechSoftware.com
Training
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.
Disclaimers - Autotask™ is a registered trademark of Autotask Corporation. -
ConnectWise™ is a registered trademark of ConnectWise.
-
TigerPaw™ is a registered trademark of Tigerpaw Software, Inc.
-
GoToMeeting™ is a registered trademark of Citrix® Online.
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www.LabTechSoftware.com
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
LabTech Software – Implementation Gold
Company
________________________________________
Partner Signature
________________________________________
Printed Name
________________________________________
Title
________________________________________
Date
________________________________________
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LabTech Software 4110 George Road Suite 200 Tampa, FL 33634 Direct: 813.397.4600 UK: 0844.544.1690 www.LabTechSoftware.com
www.LabTechSoftware.com
Contents Section 1 - Executive Summary ............................................................................................ 3 Section 2 - Introduction/Background ..................................................................................... 5 Section 3 - Commitments ...................................................................................................... 6 Section 4 - Scope of Project .................................................................................................. 7 Section 5 - Project Duration .................................................................................................. 8 Section 6 - Method of Delivery .............................................................................................. 9 Section 7 - Summary of Work ............................................................................................. 10 Phase 1: Discovery ................................................................................................................................ 10 Phase 2: Kickoff ..................................................................................................................................... 10 Phase 3: Install/Configure/Validate ..................................................................................................... 10 Phase 4: Agent Deployment ................................................................................................................. 11 Phase 5: Consulting .............................................................................................................................. 11 Phase 6: Project Closing Call ............................................................................................................... 12
Section 8 - Definitions / Terminology .................................................................................. 13 Section 9 - Acceptance ....................................................................................................... 16
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”)
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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 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: This Implementation project is designed to be completed over a maximum, five (5) week period, not including weekends and holidays. After all sessions have been completed a single half hour wrap up call will be held. *All Implementations have a 90 day expiration date from kickoff. Project Hours: Thirteen (13) hours total with eleven (11) hours allocated to consulting sessions Requirements: Newly formatted Microsoft server (please see prerequisites in the Discovery Document for more information) o This is only applicable to Partners not on our hosted services. Network access to the server o This is only applicable to Partners not on our hosted services. 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 (excluding database software) Partner’s LabTech software configured to meet LabTech Software best practices Verification / validation of the LabTech server PSA integration completed One (1) hour session on Getting Started with LabTech and Agent Deployment One (1) hour session for Monitoring using LabTech Ignite™ One (1) hour session on Automation One (1) hour session regarding Windows Patching One (1) hour session regarding Ticket Throttling Four (1) hour sessions on topics determined during the Kick Off meeting. One (1) hour call covering general questions and answers using LabTech. One (1) hour implementation wrap up call o All Service Tickets should be submitted to LabTech Support [email protected]
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www.LabTechSoftware.com
Milestones: Below is the breakdown of a LabTech Gold Implementation Week 1 Kickoff Meeting Prerequisite server check and configuration LabTech and ScreenConnect Install PSA Integration Agent Deployment Week 2 Consulting – Monitoring with LabTech Ignite™ Consulting – Automation Week 3 Consulting – Windows Patching Consulting – Ticket Throttling Week 4 Topic 1 * Topic 2 * Week 5 Topic 3 * Topic 4 * QA Week 6 Project Completion Call Total
Duration 1.5 hours .5 hour 1 hour Duration 1 hour 1 hour Duration 1 hour 1 hour Duration 1 hour 1 hour Duration 1 hour 1 hour 1 hour Duration 1 hour 13 hours
*Restrictions to provided Topics List
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www.LabTechSoftware.com
SECTION 2 - INTRODUCTION/BACKGROUND The LabTech Gold Implementation is designed to get a new LabTech Partner up and running with their new software as quickly as possible utilizing LabTech’s Best Practices. This project will provide instruction on the basic operations and configurations to use LabTech. 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.
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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. After Phase 3, LabTech Support will also be available. LabTech Software will provide the LabTech application and the components required for function excluding database software. 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. o This is only applicable to Partners not on our hosted services. Provide Remote Desktop Protocol (RDP) access (must be configured before project can begin). o This is only applicable to Partners not on our hosted services. Read through the documents we send you and ask questions if there is anything you do not understand. Ensure that MySQL v5.6.x.x or MariaDB v10.0.x and later (v10.1.x is not supported) is in place. o This is only applicable to Partners not on our hosted services. 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.
Please note: persistent missing or rescheduling (more than three meetings) may result in project cancellation.
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SECTION 4 - SCOPE OF PROJECT Work to be performed The LabTech Software Gold Implementation package is intended for new LabTech Software clients. The LabTech Implementation Consultant will download, install, configure, and verify the proper functionality of the client’s LabTech server in accordance with LabTech Software’s recommended best practices standard. In order to benefit from this powerful client management tool, as quickly as possible, the LabTech Implementation Consultant will also familiarize the client with the most common functionality of their new LabTech system 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. Configuration of the LabTech Server according to LabTech Software best practices. LabTech Server installation review PSA integration completed o ConnectWise o AutoTask o TigerPaw LabTech agent deployment method instruction and demonstration One (1) hour session consulting on Monitoring with LabTech Ignite™ One (1) hour session consulting with Automation. One (1) hour session consulting on Windows Patching. One (1) hour session consulting on Ticket Throttling. Four (1) hour sessions consulting on topics determined during the Kick Off meeting. One (1) hour call covering general questions and answers using LabTech. One project completion call to validate the completion of the implementation project. The consultant has specific topics that need to be addressed within the consultation sessions during Phase 4 and portions of Phase 5. Available topic selections will be provided during the Project Kick Off for the three consulting sessions of choice in Phase 5. 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, and Remote Control Software) is not included in the implementation. 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.
Rev. Date: 6/28/16
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SECTION 5 - PROJECT DURATION Period of Performance The Gold Implementation Project start date is the date the kick-off meeting occurs. The Gold Implementation Project includes 13 total hours of work to be used over a five (5) week period, after the project Kickoff Meeting. The timeline refers to business days and does not include weekends and holidays. After all consulting sessions are completed, the project will close with a completion call. Prior to the Project Kickoff meeting being scheduled, the LabTech client must complete and return the Discovery Document to their Onboarding Coordinator. A LabTech Software Onboarding Coordinator will then contact you and run a test to verify the RDP connection to your LabTech server and schedule the Kickoff Meeting with your LabTech Implementation Consultant.
Rev. Date: 6/28/16
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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. The LabTech client must provide a primary point of contact and resource as described in the Project Discovery Document to participate in the scheduled meetings by way of LabTech Software hosting Citrix GoToMeeting™ sessions that will be setup by the LabTech Implementation Consultant. 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. Sessions are recorded for quality and training purposes. You have the right to opt out of this recording by notifying your LabTech Implementation Consultant verbally or in the project communications ticket by way of email. Should you opt out of session recording, you waive the right to dispute the provided services.
Rev. Date: 6/28/16
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SECTION 7 - SUMMARY OF WORK Project Work Phases The implementation will be handled in the following manner: - Discovery - Kickoff - Installation - Client Deployment - Consulting - Project Completion Call _____________________________________________________________________________ As part of the LabTech Gold 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 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 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.
LabTech Implementation Consultant will check the server’s prerequisite setup for configuration of LabTech. 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 Review scheduled meetings and adjust as necessary
Phase 3: Install/Configure/Validate Work to be performed by the LabTech Software Implementation Consultant. During this phase of the project, the LabTech Implementation Consultant will have full access and have all necessary rights to install the software. The LabTech Implementation Consultant 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 client not log on to the server until directed by the LabTech Implementation Consultant.
Rev. Date: 6/28/16
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3.1 - 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 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 3.3 - ScreenConnect Integration This optional phase requires that the partner has a qualified system ready for install and integration Complete the ScreenConnect integration by the LabTech consultant with information obtained from the Discovery Document and will be configured as per the Phase Work Plan 3.4 - 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: Agent Deployment Meetings to be held with the LabTech Software consultant and the partner. Total time in the Deployment Phase is one hour. 4.1 - Agent Deployment Hold pre-deployment meeting and demonstrate and discuss agent deployment methods Consultant to demonstrate to the partner how to create and configure a LabTech network probe
Phase 5: Consulting From the second week through project completion, there will be two consulting sessions between the LabTech Consultant and the partner’s LabTech administrator on a weekly basis. 5.1 – Monitoring with Ignite™ Consultant will provide training and consulting on best practices functionality for Onboarding Clients in LabTech. This session includes discussions regarding preconfigured Ignite™ components used in the Onboarding process. 5.2 – Automation Consultant will provide training and usage concepts for the Auto-Join process in LabTech to assist understanding of Automation in LabTech. Those concepts will include searches, groups and EDFs. 5.3 – Windows Patching Consultant will provide training and consulting on best practices functionality regarding patching. 5.4 – Ticket Throttling Consultant will provide training and consulting on best practices functionality regarding effective use of alerts and templates in LabTech. 5.5 – Selected Topic 1
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Consultant will provide training and consulting on best practices functionality regarding selected topic in LabTech as determined during Kick-off.
5.6 – Selected Topic 2 Consultant will provide training and consulting on best practices functionality regarding selected topic in LabTech as determined during Kick-off. 5.7 – Selected Topic 3 Consultant will provide training and consulting on best practices functionality regarding selected topic in LabTech as determined during Kick-off. 5.8 – Selected Topic 4 Consultant will provide training and consulting on best practices functionality regarding selected topic in LabTech as determined during Kick-off. 5.9 – Q & A Consultant will review and discuss any previous topics or concerns in this Q&A partner lead session.
Phase 6: Implementation Wrap Up Wrap-up meeting to be held with the LabTech Software consultant and the partner. 6.1 – Project Wrap-up This is a project completion call to address any remaining issues in regards to this project.
Rev. Date: 6/28/16
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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: 6/28/16
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.
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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.
Location / Subnet
MSP
Partner
Project Start Date
PSA
RDP
RMM
Statement Of Work
Rev. Date: 6/28/16
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 (MSP) 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.
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Training
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.
Disclaimers - Autotask™ is a registered trademark of Autotask Corporation. -
ConnectWise™ is a registered trademark of ConnectWise.
-
TigerPaw™ is a registered trademark of Tigerpaw Software, Inc.
-
GoToMeeting™ is a registered trademark of Citrix® Online.
Rev. Date: 6/28/16
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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
LabTech Software – Implementation Gold
Company
________________________________________
Partner Signature
________________________________________
Printed Name
________________________________________
Title
________________________________________
Date
________________________________________
Rev. Date: 6/28/16
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