Dynamics 365 Sales

Statement of Work

Ingram Micro

Page 2 of 13

Version Control

Date Author Version Summary Amendments

28.10.2019 Natalie Williams 1 Elite Service Provider Version

Page 3 of 13

Contents

Version Control ................................................................................................................................. 2

Contents............................................................................................................................................ 3

Implementation/Initial Setup Options ............................................................................................... 4

Implementation Terms ...................................................................................................................... 6

Implementation Assumptions ............................................................................................................ 7

Support Options ................................................................................................................................ 8

Support Optional Add-ons ................................................................................................................. 8

Summary of Support ......................................................................................................................... 9

Support Options and Upgrades .......................................................................................................... 9

Terms of Engagement...................................................................................................................... 10

Payment .......................................................................................................................................... 11

Expected Response Times................................................................................................................ 11

Termination of Support ................................................................................................................... 11

Escalation ........................................................................................................................................ 12

Confirmation to Proceed with Implementation and Support Plans ................................................... 13

Page 4 of 13

Implementation/Initial Setup Options

Page 5 of 13

In Scope of standard Quick Start • Project Kick-Off Call • Provision D365 Instance • SMB Optimised Skin • Standard Configure Core Entities (Accounts, Opportunities, Contacts) • Set up and Configure Users and Security (Using Standard Security) • Data Import (up to 1,000 records in total) Accounts/Opportunities/Contacts • Set-up Standard Office365 integrations (Dynamics App connector; Teams, Outlook,

SharePoint) • Online Training Video Access for 60 days from purchase date In Scope of standard Right Start • Project Kick-Off Call • Provision D365 Instance • SMB Optimised Skin • Configure Core Entities (Accounts, Opportunities, Contacts, Leads) • Custom Configure Users, Security (2 Security Roles) • Set up Lead to Opportunity Business Process Flow • 1 Custom Sales Entity and 2 Automation or Workflows • Data Import (up to 5,000 records) Accounts/Opportunities/Contacts/Leads • Set-up Standard Office365 integrations (Dynamics App connector; Teams, Outlook,

SharePoint) • Online Training Video Access for 60 days from purchase date and up to 3 hours web-

based live training • 1.5 hours of super user training delivered via web within 90 days of purchase date • Standard set-up of AvePoint Backup In Scope of standard Right Start + Sales Insights • Project Kick-Off Call • Provision D365 Instance • SMB Optimised Skin • Configure Core Entities (Accounts, Opportunities, Contacts, Leads) • Custom Configure Users, Security (5 Roles) • Lead to Opportunity Business Process Flow • 3 Custom Sales Entities and 5 Automation/Workflows • Data Import (up to 10,000 records in total) Accounts/Opportunities/Contacts/ Leads • Set-up Standard Office365 integrations (Dynamics App connector; Teams, Outlook,

SharePoint) • Online Training Video Access for 60 days from purchase date and up to 3 hours web-

based live training • Standard set-up of Sales Insights • 1.5 hours of super user training delivered via web within 90 days of purchase date

Page 6 of 13

During the project kick-off session, The Elite Partner will support you in understanding how CRM will be used to assist the user processes and identify requirements to ensure CRM is fully tailored to fit your immediate and expected future business needs. Advice can be provided as required, to assist in defining processes to be supported such as best practice sales procedures and to ensure accurate sales forecasting.

The initial kick-off session typically covers the following: • Identify areas of solution to be hidden to simplify user interface • Design relevant data model: Adapt current fields and add new fields to ensure

future reporting needs and required business processes can be supported • Align CRM to support core business processes • Agree Training and hand over needed • Data import requirements

Following on from the kick-off session, The Elite Partner will provide a write up for review, which will subsequently provide the contractual basis for any related project undertaken.

Implementation Terms • Costs exclude applicable taxes • All additional services provided on request and will be charged separately • All work is subject to Elite Partner “Agreement for the supply of services”

which can be found here https://www.websan.com/images/Agreement-for-the-Supply-of-Services---WebSan-Solutions-Inc_v1.pdf

• Global Admin access will be set up for the Elite Partner following the provisioning of the licences

• Please click on the following links to ensure you meet the minimum supported versions of Office and hardware that work with Dynamics 365: https://docs.microsoft.com/en-gb/power-platform/admin/web-application-requirements

• IMPORTANT NOTE: The ESP requires delegated admin rights to the end customers tenant to properly implement/support/service the customer environment – OR – the customer or you, the ordering partner, are required to provide a full Dynamics User License with administrative rights (This will require you, the selling partner, to provide out of scope services administer the product at the application level).

• An ongoing support plan is mandatory for three (3) months following go-live and must be signed up for prior to implementation commencement

Page 7 of 13

Implementation Assumptions • SMB optimised skin includes standard configuration of the Site Map and

customer Branding (Logo and colour scheme) • Configuration will be done primarily via the SMB Optimized Skin and access to

self-directed videos and 1 consultant call • If the selected implementation plan includes Business Process Flows and/or

Workflows: •

• 1 Process Flow - limited to out-of-box • Custom Entity with limit of 20 fields. Entity must be related to

Sales Process. • Workflows limited to single level

• Client shall provide data conversion elements in a timely manner. Service

Provider is not responsible for data cleansing. Service Provider will review the data and find “glaring” or “obvious” syntax errors and duplicates, but it is ultimately the Client’s responsibility to provide “clean” data for conversion. 4x Spreadsheets (i.e.: Accounts, Contacts, Opportunities, Leads). Up to the total number of records listed in the selected implementation plan

• Training (if applicable) will be delivered via web on Teams or screenshare • Office365 connections include standard SharePoint, Outlook, OneNote & Teams • All work will be done remotely unless otherwise agreed. • No project, data import or training documentation will be created.

Page 8 of 13

Support Options

Support Optional Add-ons

Page 9 of 13

Summary of Support We offer clients a Support Contract to ensure the success and adoption of the use of their Microsoft Online and related services. Our support will give you access to an experienced team to provide ad-hoc consulting and training. Most clients typically purchase Support at time of purchasing their first licence at the start of their project development. Having access to Support enables client’s early access to our team to support you through the project delivery and training cycle which is a time when clients most benefit from this hand holding for example during UAT.

Support Options and Upgrades Base Support

• Access to Self-Service Portal or Collaboration Hub via Teams • Unlimited technical support error-based break fix • Access to Training Videos and Knowledge Base • Support queue response time w/ 8 hour expected response times

Success with CRM

• Base Support + • Assigned Concierge/Account Manager • Unlimited “How do I?” questions • Critical Priority 4-hour Response

Winning with CRM

• Success with CRM + • Assigned Coach/Functional Consultant • Critical Priority 2-hour Response • Unlimited Tweaks to Existing Scope (Up to 1-hour per change during normal business hours.)

Page 10 of 13

Terms of Engagement • All work is undertaken remotely and uses web-based desk sharing where required.

• Support is unlimited within terms above but is not intended to cover additional Phase 2 project effort which is always recommended to budget for. Should you require changes other than minor tweaks and changes (within the scope of the implementation plan chosen) up to an hour per request then this support contract is not intended to cover these.

• If these issues will take more than 1 hour in duration to resolve, we recommend addressing these as a mini project which will be charged on a time and materials basis.

• Changes that may affect the design and architecture of the solution or require advice about your processes should be planned separately with a consultant and are not covered by support.

• Support requests can be raised by contacting us via email at support@websan.com

• New support requests can be made by raising a ticket within our dedicated support portal which nominated users will be given access. This portal can be used to track updates and status of any requests.

• Where Support requests are not of a business-critical priority, they may be scheduled to be undertaken at a mutually convenient time.

• We reserve the right to terminate the support contract at any time.

• For ease of reference our Privacy Policy is here https://www.websan.com/privacy-policy

• SSRS in CRM and Power BI Reports are excluded from support. These typically take 2+ days to develop and require specialist consulting skills which are charged on a time and materials.

• Clients using a Dynamics 365 trial licence are eligible to sign-up for this support service.

• Hardware and Platform issues are excluded from this contract (including unsupported browser issues).

• Custom code and Plug-Ins must be tested prior to upgrades and are not included in this support contract.

• We reserve the right to change the terms of this contract with 1 weeks’ notice.

• Support is defined at the discretion of the Elite Partner.

• We reserve the right to charge for time spent fixing issues which are a result of changes the client has made which have caused the issues (eg: changes to workflows).

Page 11 of 13

• Elite Service Provider will own any work product created for Customer, including any Intellectual Property Rights to this work product. Elite Service Provider agrees that Customer shall have an unconditional, perpetual, worldwide, non-revocable, fully paid, royalty-free, transferable, non-exclusive, sub-licensable license to use and distribute the work. Customer will be given all underlying code for work created for Customer.

Elite Service Provider will own any pre-existing work product built by Elite Service Provider used by the Customer, including any Intellectual Property Rights to this work product.

Elite Service Provider agrees that Customer shall have an unconditional, perpetual, worldwide, non-revocable, fully paid, royalty-free, transferable, non-exclusive, sub-licensable license to use and distribute the work while the Customer remains on paid membership. In the event the Customer drops from the paid membership, they will cease using any pre-existing work product unless otherwise authorized in writing by Elite Service Provider.

Payment Payment 100% upon signing for implementation services and monthly support due in advance with a 30-day cancellation.

Expected Response Times Priority levels are assessed and if required reassigned. Cases are prioritised and maximum expected SLA’s according to the support plan chosen:

• The base support plan expected response time is 8 hours. • Success with CRM expected response time is 4 hours. • Winning with CRM expected response time is 2 hours.

Expected Response times valid during normal business hours: 8:00 am to 6:00 pm EST

Termination of Support Our goal is to ensure you receive continuous value from your support agreement. Whilst it is unlikely you will want to terminate your support, based on the exceptionally low volume of clients that do so, you are completely free to give at least 30 days’ notice for your support to be terminated. Please do this in writing by sending an email to support@websan.com. No refunds will be made for part months paid for.

Page 12 of 13

Escalation • We have a secure Support Portal as well as a dedicated telephone line and email address for support requests which are handled by our level 1 support team. Following this request, a member of our team will contact you at a mutually convenient time.

• Escalation of any support requests will be to Kresteen.doaud@websan.com

• Emails to Support should be emailed to support@websan.com and will be handled by our support desk.

• Our support team monitors our Support Portal. On receipt of new cases raised, they are assigned an ID, verified for support eligibility and the priority level is agreed between us and the client.

• Requests are allocated to a member of our team who will contact the client at the agreed time.

• The client will confirm that the case is closed.

Page 13 of 13

Confirmation to Proceed with Implementation and Support Plans Please sign or e-sign this page to confirm your intention to proceed and agreement to the terms and services as described herein are acceptable.

Authorized by and on behalf of The Elite Partner

Partner:

Authorised by:

Signature:

Date:

Authorised by and on behalf of

Client:

Authorised by:

Signature:

Date: