Professional Services Scope and Services Description available from 20 March 2023

Professional Services Scope – TEACH package

Included with the TEACH package, Mindtickle shall provide the following Professional Services:

• Consult on leading practices on platform setup and configuration, including:
  • Account settings
  • Roles and Permissions
  • User, profile management
  • Groups and group automation
  • Tagging framework and governance
  • Ideal Rep Profile™(s)
  • Customers’ competency model or Mindtickle standard competency model
  • Application of tags
  • Business metrics correlation with Ideal Rep Profile™(s)
• Advise on learning program implementation and leading practices, including:
  • Identify and define enablement program success metrics
  • Structure enablement programs to enable multimodality and micro learning
  • Launch communication and change management
  • Program and platform level reporting and analytics
  • Out of platform reporting using Mindtickle standard APIs
• Advise on standard integrations:
  • Single Sign On (SSO) limited to 1 (one) of the applications in Table 1 below
  • User sync integration limited to User Sync with 1 (one) of the applications listed in Table 2 below
  • Salesforce tab (includes Salesforce SSO integration)
  • Notifications on Slack and MS teams
  • Syndicate content provider systems: LinkedIn Learning and SkillSoft
• Post launch analytics review and advisory

Professional Services Scope – ENABLE package

Included with the ENABLE package, Mindtickle shall provide the followings services in addition to the TEACH package:

• Consult on leading practices on platform setup and configuration, including:
  • Learning site branding and configuration
  • Private labeling of Learning Site URL
  • Support for configuring 1 user sync via standard application as listed in Table 2 below OR 1 (one) application via SFTP with non-standard HR applications
  • Digital Sales Room deployment
  • Coaching program set up, management and reporting
  • Salesforce Integrations for Asset Hub and Coaching (if required)
• Advise on content management and leading practices, including:
  • Content organization
  • Content discoverability and search
  • Content tagging
  • Content governance
  • Content metadata definition

Professional Services Scope – PREDICT package

Included with the PREDICT package, Mindtickle shall provide the following Professional Services:

• Consult on leading practices on platform setup and configuration, including:
  • Call scoring and analytics
  • Coaching framework
  • Call recording and analytics
  • Launch communication and change management
  • Sales forecast settings
  • Coaching program set up, management and reporting
• Advise on standard integrations
  • Single Sign On (SSO) limited to 1 (one) of the applications in Table 1 below
  • User sync integration limited to User Sync with 1 (one) of the applications listed in Table 2 below
  • Calendar synch
  • 1 (one) of the Conferencing tools listed in Table 3 below
  • 1 (one) of the Dialer tools listed in Table 4 below
  • Call AI and BoostUP.ai
  • Two-way Salesforce.com integration with CallAI
  • Salesforce integration for Coaching (if required)
• Post launch analytics review and advisory

Professional Services Scope – SELL package

Included with the SELL package, Mindtickle shall provide the followings services in addition to the PREDICT package:

• Consult on leading practices on platform setup and configuration, including:
  • Learning site branding and configuration
  • Private labeling of Learning Site URL
  • Digital Sales Room deployment
  • Support for configuring a user sync via 1 (one) of the  standard applications as listed in Table 2 below OR via 1 (one) integration via SFTP with non-standard HR applications
  • Salesforce Integration for Asset Hub
• Advise on content management and leading practices, including:
  • Content organization
  • Content discoverability and search
  • Content tagging
  • Content governance
  • Content metadata definition

Professional Services Scope – TRANSFORM package

TRANSFORM package include all the scope and limitations of the SELL and ENABLE packages.

Sales Forecasting (RO&I) Implementation

Following Professional Services will be provided:

• Business Type Setup
  • Maximum two (2) Business Types (sales, renewals, etc)
• User Access
  • Standard SFDC Manager hierarchy
  • User access controlled by opportunity-level field assignments
  • Note BoostUp does not support SFDC role-based hierarchy
• Rollups
  • Standard Filters only
  • Maximum three (3) Custom Forecast Types (commit, best case, upside, etc.)
  • Hierarchy
  • AE/Manager Forecast Submission workflow with deal inclusion criteria
  • Standard Forecast rollups
  • Maximum ten (10) Custom columns
  • Deal inclusion criteria
  • Targets
• Accounts
  • Maximum six (6) Custom Filters
  • Maximum fifteen (10) custom SFDC fields
• Opportunities
  • Maximum ten (10) Custom Filters
  • One (1) Sales Process
  • Enable in-line edit
  • Maximum ten (10) custom SFDC fields
  • Opportunity splits not supported as part of the Professional offering
• Account / Deal Insights
  • Topics
  • Competitors
• Forecast Dashboard
  • Standard filters only
• Forecast Trends, Pipeline Trends Dashboards, Pipeline Risk Analytics
  • Maximum three (3) additional custom filters
• Scoring & Predictions
  • Opportunity Engagement Risk score
  • Account Engagement Risk score
  • BoostUp Projections (enabled for Ops initially until the algorithm has collected the necessary data – generally 2 quarters of history)
• General
  • oAuth SSO
  • SFDC Automatic User Provisioning
  • SFDC Manager Hierarchy Sync
  • SFDC Validation Rules / Integration User setup (Admin or User based)

CallAI Implementation

As part of the CallAI Implementation package, Mindtickle shall provide the following Professional Services:

• Consult on leading practices on platform setup and configuration, including:
  • Call scoring and analytics
  • Call recording and analytics
  • Coaching program set up, management and reporting
  • Launch communication and change management
• Advise on standard integrations
  • 1 (one) Calendar sync (Outlook, Google Calendar)
  • 1 (one) of the Conferencing tools listed in Table 3 below
  • 1 (one) of the Dialer tool listed in Table 4 below
  • Two-way Salesforce.com integration with CallAI
  • Salesforce integration for Coaching (if required)
• Post launch analytics review and advisory

Out of Scope:

• Migration of Call Recordings from other software/platforms.

Asset Hub Implementation

As part of the Asset Hub Implementation package, Mindtickle shall provide the following Professional Services:

• Consult on leading practices on platform setup and configuration, including:
  • Content organization
  • Content discoverability and search
  • Content tagging
  • Content governance
  • Content metadata definition
• Post launch analytics review and advisory
• Standard one directional Asset Hub to Salesforce opportunity integration

Out of Scope:

• Migration of Content and assets from other software/platforms.

Digital Sales Room Implementation

As part of the Digital Sales Room Implementation package, Mindtickle shall provide the following Professional Services:

• Consult on leading practices on platform setup and configuration, including:
  • Digital Sales Rooms Management
  • 1 (one) of the standard integrations with supported CRMs (Salesforce.com, HubSpot, Pipedrive) and Cloud Storage Drives (Google Drive, Sharepoint, OneDrive)
  • Roles and User Management applicable to Digital Sales Rooms
• Post launch analytics review and advisory

Readiness Index Implementation

As part of the Readiness Index Implementation package, Mindtickle shall provide the following Professional Services:

• • Readiness Index walkthrough and consult on and how to set up one Ideal Rep Profile for one role
  • Consult on setting up competencies and assigning weights
  • Advise on program selection and application of tags for Readiness Index
  • Consult on Business metrics correlation set up with Readiness Index
    • choosing the appropriate and high priority business metrics
    • SFDC integration or manual correlation

Follow-up meetings: Setup, Q&A, troubleshooting, launch

• Tracking and reviewing the progress, sharing updates
• Post launch Analytics review and Advisory

Professional Services (PS) Advisory

Included with the Professional Services Advisory Package, MindTickle shall provide following services based on the number of hours purchased:

• Consult on Mindtickle platform configuration and governance
• Consult on best practices for User Management
• Use-case deep dive
• Advise on best practices for structuring content in Mindtickle
• Provide framework and guidance on Program set up and launch
• Deep dive on leveraging Mindtickle Reporting & Analytics Data for Program and Platform level insights
• Consult on Standard Mindtickle supported integrations with 3rd party platforms
• Design onboarding instruction and enablement
• Design and launch Revenue Productivity Center of Excellence
• Design and oversee reporting for Revenue Productivity metrics
• Design program based enablement updates
• Design coaching and ongoing training curriculum
• Design change management framework and strategy
• Other consultation may be provided based on the Customer’s requirements, within the hours specified in the order form. 

Professional Services Advisory Engagement Terms:

Mindtickle will provide a resource (“Consultant”) for providing PS Advisory Services subject to the following terms and conditions:

• US based Consultants will work 9 am to 5 pm (Monday to Friday) during their home office time zone. India based Consultants will generally work 12pm to 9pm during their home time zone. Meetings outside of these hours can be arranged as mutually agreed between Customer and Consultant.
• Consultant will be entitled to reasonable allowances for Paid Time Off, Administration, Sick Leave, and Training.
• Consultant will work from home or the Mindtickle office. Any travel to the Customer location will be billed as per Customer travel policies.
• PS Advisory Services purchased cannot be carried forward after the Term.

Out-of-Scope Services (for PS Advisory)

The following services are not in the scope of the contract and may require additional fees to be delivered. In the event that an out-of-scope service is deemed necessary, both MindTickle and the Customer shall collaborate to ascertain and document the service’s scope, level of effort, and tasks through a change order. Out-of-scope services include, but are not limited to, the following:

• Any custom integrations
• Any data clean-up, filtering, or manipulation
• Any MindTickle platform administrative tasks
• Any updates or changes to completed and accepted integrations, including Customer changes to profile fields in the integrated, third-party system for User SSO or User sync
• SFDC – Module Sync and Opportunity Integrations
• Custom reports
  • One-time or cadence-based email reports
  • Creation of reports using the reporting API data set
  • Readiness Index dashboards
  • Development of in-platform custom reporting
• Integration with business intelligence or data visualization tools
  Content creation
• Data migration

Table 1: Standard Integrations – SSO

• Any SAML 2.0 Supported IdP (some examples below):
  • OKTA
  • Salesforce
  • Microsoft Azure
  • Microsoft Dynamics CRM
  • One Login
  • IBM Cloud
  • Oracle HCM
  • Ping Identity
  • Veeva
  • Centrify
  • Impartner
  • SecureAuth
  • SailPoint
• OpenID
• Google SSO
• JWT

Table 2: Standard Integrations – User Sync

• Workday
• Bamboo HR
• Okta
• Azure
• MS Dynamics
• Salesforce
• Veeva

Table 3: Standard Integrations – Conferencing Tools

• Webex
• Zoom
• MS Teams

Table 4: Standard Integrations – Dialer Tools

• Cloudtalk
• Salesloft
• RingCentral
• Dialpad
• Aircall
• Twilio

If during the integration process, Mindtickle determines that the Customer has SSO, HRMS, and other business applications which prevent a standard integration with the Mindtickle Platform, then Mindtickle will work with the Customer to estimate the additional integration effort involved and submit a change order to Customer for approval before continuing with the integration work.

Out-of-Scope Services for Teach, Enable, Predict, Sell and Transform Service Packages

Out-of-scope services include, but are not limited to, the following:

• Data export, clean up, import, filtering, transformation that may be part of any kind of migration effort including and not limited to:
  • Call recordings from any other software / platform.
  • Content, content structure, content metadata from any other software / platform.
• White labeled version of Mindtickle’s mobile app.
• Content, content structure, content metadata from any other software / platform.
• Integrations
  • Multiple integrations per Table
  • not in Table 1 or Table 2
  • with in-house, niche, non-standard tech stack
• Custom solution development for a specific business requirement
• Any Mindtickle Platform administrative tasks
• Any updates or changes to completed and accepted integrations, including Customer changes to profile fields in the integrated, third-party system for User SSO or User sync
• Custom reports
  • One-time or cadence-based email reports, excel reports
  • Creation of reports using the API data set
  • Development of in-Platform custom reporting
  • Any other out-of-platform dashboards
• Content creation

When Customers require additional services or scope, Mindtickle will work jointly with Customer on a Statement of Work agreement to analyze and document the scope, level of effort, tasks, and additional fees.

Technical Account Manager Services Scope and Description

Following Professional Services will be provided:

• Business Type Setup
  • Maximum two (2) Business Types (sales, renewals, etc)
• User Access
  • Standard SFDC Manager hierarchy
  • User access controlled by opportunity-level field assignments
  • Note BoostUp does not support SFDC role-based hierarchy
• Rollups
  • Standard Filters only
  • Maximum three (3) Custom Forecast Types (commit, best case, upside, etc.)
  • Hierarchy
  • AE/Manager Forecast Submission workflow with deal inclusion criteria
  • Standard Forecast rollups
  • Maximum ten (10) Custom columns
  • Deal inclusion criteria
  • Targets
• Accounts
  • Maximum six (6) Custom Filters
  • Maximum fifteen (10) custom SFDC fields
• Opportunities
  • Maximum ten (10) Custom Filters
  • One (1) Sales Process
  • Enable in-line edit
  • Maximum ten (10) custom SFDC fields
  • Opportunity splits not supported as part of the Professional offering
• Account / Deal Insights
  • Topics
  • Competitors
• Forecast Dashboard
  • Standard filters only
• Forecast Trends, Pipeline Trends Dashboards, Pipeline Risk Analytics
  • Maximum three (3) additional custom filters
• Scoring & Predictions
  • Opportunity Engagement Risk score
  • Account Engagement Risk score
  • BoostUp Projections (enabled for Ops initially until the algorithm has collected the necessary data – generally 2 quarters of history)
• General
  • oAuth SSO
  • SFDC Automatic User Provisioning
  • SFDC Manager Hierarchy Sync
  • SFDC Validation Rules / Integration User setup (Admin or User based)

Mindtickle Roles and Responsibilities of the Implementation Packages

Mindtickle will staff a Professional Services Consultant, Technical Solutions Architect, Technical Solutions Engineer and Managed services admin as needed to provide the agreed-upon services.

Customer Roles and Responsibilities

Customer will staff a team responsible for the duties of the roles below and any additional roles as required.

Customers will provide timely access to all necessary resources, including personnel, content, IT systems, etc. as necessary for Mindtickle to provide the Services.

Customers agrees to perform the following activities and/or prepare the following pre-requisites for each implementation package:

Place of Performance

All Professional Services will be provided at Customer site or in Mindtickle offices remotely, as per the project requirements and as mutually agreed between Mindtickle and the Customer.

Acceptance of Services

• Customer shall have the right to review the Professional Services rendered within five (5) calendar days of receipt of subject Professional Services from Mindtickle to check it complies with the specifications mutually agreed to by Customer and Mindtickle.
• Before the end of the five (5) calendar-day review period, Customer shall respond to Mindtickle in writing whether the subject Professional Services is accepted by Customer.
• If Customer does not respond to Mindtickle in writing within the five (5) calendar day review period, subject Professional Services shall be deemed accepted by Customer.
• If the Customer does not accept subject Professional Services, then Customer shall provide detailed feedback specifying the required changes and reasoning in writing within the five (5) calendar day review period.
• Upon receipt of the detailed feedback, Mindtickle shall make reasonable effort to revise subject Professional Services and resubmit for review and acceptance.
• Customer agrees to a total of two review cycles for each Professional Service in scope.

If Customer procured SKO Services through respective Order, the scope and description of SKO Services is described here