Statement of Work
Statement of Work LabTech® Migration: Server to Server IgniteTM Systems
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 W ork (“Statement of W ork” 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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LabTech Software, LLC – Server Migration SOW
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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 intended for existing partners who seek to migrate from their existing server to a new one. This process is a migration only and does not include any upgrade or additional functionality. The project is designed to get a new LabTech Server configured and database tables* migrated from the existing server to it. The new server will be configured with LabTech’s best practice default settings. Two database migration options are available: Migrate only essential tables (clients, locations, users, computers, computer config, passwords and probe config) Migrate all tables except event log and event log history tables Please be sure to select which option you prefer in Section 9 – Acceptance. 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 three (3) business days, not including weekends and holidays. Requirements: Network access to the existing LabTech server Network access to the new LabTech server Discovery Document completed and returned by the partner prior to the project kick-off meeting with your assigned LabTech Software consultant. The most recent public release of LabTech software installed on the existing server Deliverables: A 30 minute kick-off meeting to review prerequisites. Partner’s new LabTech server configured to meet LabTech Software default best practices Verification and validation of the new LabTech server LabTech database installed and optimized PSA Integration (where applicable – ConnectWise™ or Autotask™ only)* Migration of LabTech database tables from existing server to new server Milestones: Below is a typical timeline of the LabTech Bronze Implementation project: In business days, showing day 1 as kick-off <prior> D1
Phases
D2
D3
Phase 1: Discovery Phase 2: Kick-off
0.5 hr
Phase 3: Server Audit Phase 4: Go-live on new server Phase 5:Project Closure
*PSA integration must be complete and fully functional on the original LabTech server
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LabTech Software, LLC – Server Migration SOW
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www.LabTechSoftware.com
SECTION 2 - INTRODUCTION/BACKGROUND This project is designed to get an existing LabTech partner up and running on their new server 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 both servers are accessible before the project begins. The goal is to get your new LabTech server installed and configured and database tables* migrated from the old server to the new before the end of the consulting project. It is required that the partner have the latest public release of LabTech software installed on the existing server. In the process of configuring the new server LabTech will set the configuration to LabTech Software’s best practice default settings, reintegrating it with your PSA (ConnectWise™ or Autotask™ only) if that integration is complete and fully functional on your soon to-be decommissioned LabTech server. No custom configurations on the existing server will be migrated to the new server. In addition it is LabTech Software’s intention to have instructed and demonstrated any additional configuration necessary by the partner on the new server. While the necessary agent data will be migrated, having the deployed agents reporting to the new server is dependent on the partner making a routing change that points the FQDN of the existing server to the new server. This is a LabTech best practice recommendation, but is solely the responsibility of the partner. *In Cloud to on premise migrations the LabTech Consultant will handle the management of redirecting the FQDN of the Cloud server to the new FQDN. 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 *Please see Section 9 – Acceptance for data migration options
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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. 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 both existing and new LabTech servers (must be configured before project can begin). Read through the documents we send you and ask questions if there is anything you do not understand.
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LabTech Software, LLC – Server Migration SOW
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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 and optimization of the LabTech database Configuration of the LabTech server according to LabTech Software best practices. PSA integration of LabTech with ConnectWise™ or Autotask™ (if applicable)* Verification / validation of the LabTech server Migration of LabTech database from existing server to new server.** There are two options available (no custom migration is offered): o Option 1 – Essential LabTech database tables only Includes only the following tables: clients, locations, computers, computer configuration, contacts, users, passwords & probe configuration. o Option 2 – Full database migration Includes all tables in the existing database except tables related to event logs, services and commands. This option will normally bring across most LabTech customizations that may have been done. Please note that a full database migration does not include any files, directories, DLLs etc. that may have been created by the partner. Full Database migration includes all current configuration items, including plugin configurations for 3rd party products.
Not included in this project: Services not listed in this Statement of Work (SOW) are considered outside the scope of this project Essential table migration does not include any custom configuration items such as custom monitors, scripts, or plugin configurations for 3 rd party products. Customization of the New 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.) except ConnectWise™ or Autotask™ While the necessary agent data will be migrated, having the deployed agents reporting to the new server is dependent on the partner making a routing change that points the FQDN of the existing server to the new server. This is a LabTech best practice recommendation, but is solely the responsibility of the partner.
If you require additional training or services not listed as part of this SOW, please contact your Account Manager about other services we offer.
*PSA integration must be complete and fully functional on the original LabTech server **Please see Section 9 – Acceptance for data migration options
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LabTech Software, LLC – Server Migration SOW
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www.LabTechSoftware.com
SECTION 5 - PROJECT DURATION Period of Performance The start date of the managed upgrade project is the date of the kick-off meeting. In business days, showing day 1 as kick-off <prior> D1
Phases
D2
D3
Phase 1: Discovery Phase 2: Kick-off
0.5
Phase 3: Install/Configure/Migrate Phase 4: Go-live on new server Phase 5:Project Closure
The project is intended to be completed within 3 business days after the project kick-off. The timeline refers to business days and does not include weekends and holidays. The Welcome Team will not schedule the kick-off until the Discovery Doc is completed and returned and RDP access to both servers 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. Written correspondence will be done through e-mail via the e-mail thread of the LabTech Software project communications ticket.
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www.LabTechSoftware.com
SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech managed upgrade project, LabTech Software will be responsible for performing tasks throughout various stages of the project. LabTech Software will have full access to the LabTech servers 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 to both servers and schedule the kick-off with a LabTech Software consultant.
Phase 2: Kick-off Scheduled by the LabTech Software Welcome Team coordinator, the kick-off meeting is held with the LabTech partner and the LabTech Software consultant. Hold the kick-off meeting which is approximately 30 minutes in length Set expectations of the project in accordance with the Statement of Work (SOW) Verify the partner prerequisites have been met in accordance with the Discovery Document Review the Discovery Document with the partner Cover the timelines for the project Schedule meetings or determine when meetings will be scheduled
Phase 3: Install/Configure/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 new server until directed by the LabTech consultant. 3.1 - Install/Configure Verify that the new server meets requirements Configure the new server to LabTech Software best practice guidelines* Install LabTech Software application, including the LabTech database 3.2 – PSA Integration (where applicable)** 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 – Migrate Server Tables (please see Section 9 – Acceptance for data migration options) Backup tables from existing server Import tables into new server 3.4 - Validate Server Validate server meets best practice standards *To facilitate this process, a local administrative account is created on the server. This account is deleted at the conclusion of the implementation project. ** PSA integration must be complete and fully functional on the original LabTech server
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www.LabTechSoftware.com
Phase 4: Consulting
No consulting time is included in the LabTech Server Migration project.
Phase 5: Project Closure Performed by the LabTech Software Consultant: Upon completion of all project work, the LabTech Software consultant will close the 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
Rev. Date: 7/27/15
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.
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www.LabTechSoftware.com
Location / Subnet
MSP
Partner
Project Start Date
PSA
RDP
RMM
Statement Of Work
Rev. Date: 7/27/15
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.
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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 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 – Server Migration
Company
Partner Signature Printed Name Title Data Migration Plan (required)
☐ All database tables (tables related to event logs, services and commands are not included) ☐ Only essential tables (clients, locations, users, computers, computer config, passwords, & probe config)
Date
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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 W ork (“Statement of W ork” 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: 7/27/15
LabTech Software, LLC – Server Migration SOW
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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 intended for existing partners who seek to migrate from their existing server to a new one. This process is a migration only and does not include any upgrade or additional functionality. The project is designed to get a new LabTech Server configured and database tables* migrated from the existing server to it. The new server will be configured with LabTech’s best practice default settings. Two database migration options are available: Migrate only essential tables (clients, locations, users, computers, computer config, passwords and probe config) Migrate all tables except event log and event log history tables Please be sure to select which option you prefer in Section 9 – Acceptance. 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 three (3) business days, not including weekends and holidays. Requirements: Network access to the existing LabTech server Network access to the new LabTech server Discovery Document completed and returned by the partner prior to the project kick-off meeting with your assigned LabTech Software consultant. The most recent public release of LabTech software installed on the existing server Deliverables: A 30 minute kick-off meeting to review prerequisites. Partner’s new LabTech server configured to meet LabTech Software default best practices Verification and validation of the new LabTech server LabTech database installed and optimized PSA Integration (where applicable – ConnectWise™ or Autotask™ only)* Migration of LabTech database tables from existing server to new server Milestones: Below is a typical timeline of the LabTech Bronze Implementation project: In business days, showing day 1 as kick-off <prior> D1
Phases
D2
D3
Phase 1: Discovery Phase 2: Kick-off
0.5 hr
Phase 3: Server Audit Phase 4: Go-live on new server Phase 5:Project Closure
*PSA integration must be complete and fully functional on the original LabTech server
Rev. Date: 7/27/15
LabTech Software, LLC – Server Migration SOW
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www.LabTechSoftware.com
SECTION 2 - INTRODUCTION/BACKGROUND This project is designed to get an existing LabTech partner up and running on their new server 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 both servers are accessible before the project begins. The goal is to get your new LabTech server installed and configured and database tables* migrated from the old server to the new before the end of the consulting project. It is required that the partner have the latest public release of LabTech software installed on the existing server. In the process of configuring the new server LabTech will set the configuration to LabTech Software’s best practice default settings, reintegrating it with your PSA (ConnectWise™ or Autotask™ only) if that integration is complete and fully functional on your soon to-be decommissioned LabTech server. No custom configurations on the existing server will be migrated to the new server. In addition it is LabTech Software’s intention to have instructed and demonstrated any additional configuration necessary by the partner on the new server. While the necessary agent data will be migrated, having the deployed agents reporting to the new server is dependent on the partner making a routing change that points the FQDN of the existing server to the new server. This is a LabTech best practice recommendation, but is solely the responsibility of the partner. *In Cloud to on premise migrations the LabTech Consultant will handle the management of redirecting the FQDN of the Cloud server to the new FQDN. 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 *Please see Section 9 – Acceptance for data migration options
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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. 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 both existing and new LabTech servers (must be configured before project can begin). Read through the documents we send you and ask questions if there is anything you do not understand.
Rev. Date: 7/27/15
LabTech Software, LLC – Server Migration SOW
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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 and optimization of the LabTech database Configuration of the LabTech server according to LabTech Software best practices. PSA integration of LabTech with ConnectWise™ or Autotask™ (if applicable)* Verification / validation of the LabTech server Migration of LabTech database from existing server to new server.** There are two options available (no custom migration is offered): o Option 1 – Essential LabTech database tables only Includes only the following tables: clients, locations, computers, computer configuration, contacts, users, passwords & probe configuration. o Option 2 – Full database migration Includes all tables in the existing database except tables related to event logs, services and commands. This option will normally bring across most LabTech customizations that may have been done. Please note that a full database migration does not include any files, directories, DLLs etc. that may have been created by the partner. Full Database migration includes all current configuration items, including plugin configurations for 3rd party products.
Not included in this project: Services not listed in this Statement of Work (SOW) are considered outside the scope of this project Essential table migration does not include any custom configuration items such as custom monitors, scripts, or plugin configurations for 3 rd party products. Customization of the New 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.) except ConnectWise™ or Autotask™ While the necessary agent data will be migrated, having the deployed agents reporting to the new server is dependent on the partner making a routing change that points the FQDN of the existing server to the new server. This is a LabTech best practice recommendation, but is solely the responsibility of the partner.
If you require additional training or services not listed as part of this SOW, please contact your Account Manager about other services we offer.
*PSA integration must be complete and fully functional on the original LabTech server **Please see Section 9 – Acceptance for data migration options
Rev. Date: 7/27/15
LabTech Software, LLC – Server Migration SOW
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www.LabTechSoftware.com
SECTION 5 - PROJECT DURATION Period of Performance The start date of the managed upgrade project is the date of the kick-off meeting. In business days, showing day 1 as kick-off <prior> D1
Phases
D2
D3
Phase 1: Discovery Phase 2: Kick-off
0.5
Phase 3: Install/Configure/Migrate Phase 4: Go-live on new server Phase 5:Project Closure
The project is intended to be completed within 3 business days after the project kick-off. The timeline refers to business days and does not include weekends and holidays. The Welcome Team will not schedule the kick-off until the Discovery Doc is completed and returned and RDP access to both servers 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. Written correspondence will be done through e-mail via the e-mail thread of the LabTech Software project communications ticket.
Rev. Date: 7/27/15
LabTech Software, LLC – Server Migration SOW
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www.LabTechSoftware.com
SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech managed upgrade project, LabTech Software will be responsible for performing tasks throughout various stages of the project. LabTech Software will have full access to the LabTech servers 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 to both servers and schedule the kick-off with a LabTech Software consultant.
Phase 2: Kick-off Scheduled by the LabTech Software Welcome Team coordinator, the kick-off meeting is held with the LabTech partner and the LabTech Software consultant. Hold the kick-off meeting which is approximately 30 minutes in length Set expectations of the project in accordance with the Statement of Work (SOW) Verify the partner prerequisites have been met in accordance with the Discovery Document Review the Discovery Document with the partner Cover the timelines for the project Schedule meetings or determine when meetings will be scheduled
Phase 3: Install/Configure/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 new server until directed by the LabTech consultant. 3.1 - Install/Configure Verify that the new server meets requirements Configure the new server to LabTech Software best practice guidelines* Install LabTech Software application, including the LabTech database 3.2 – PSA Integration (where applicable)** 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 – Migrate Server Tables (please see Section 9 – Acceptance for data migration options) Backup tables from existing server Import tables into new server 3.4 - Validate Server Validate server meets best practice standards *To facilitate this process, a local administrative account is created on the server. This account is deleted at the conclusion of the implementation project. ** PSA integration must be complete and fully functional on the original LabTech server
Rev. Date: 7/27/15
LabTech Software, LLC – Server Migration SOW
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www.LabTechSoftware.com
Phase 4: Consulting
No consulting time is included in the LabTech Server Migration project.
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: 7/27/15
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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
Rev. Date: 7/27/15
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.
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www.LabTechSoftware.com
Location / Subnet
MSP
Partner
Project Start Date
PSA
RDP
RMM
Statement Of Work
Rev. Date: 7/27/15
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 – Server Migration SOW
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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 – Server Migration
Company
Partner Signature Printed Name Title Data Migration Plan (required)
☐ All database tables (tables related to event logs, services and commands are not included) ☐ Only essential tables (clients, locations, users, computers, computer config, passwords, & probe config)
Date
Rev. Date: 7/27/15
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