D365 Sales

Statement of Work

Ingram Micro

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Version Control

Date Author Version Summary Amendments

05.12.19 Zoe England 1.1 Elite Service Provider Version

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Contents

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

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

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

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

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

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

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

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

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

Payment .............................................................................................................................................. 12

Expected Response Times ................................................................................................................... 12

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

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Implementation/Initial Setup Options You will select one of these plans and the corresponding software licensing to begin your

implementation.

Based on your selection, Cloud9 Insight Ltd (“the Elite Service Provider”) will complete the tasks listed.

Quick Start Implementation Scope

o Project Kick-Off Call

o Provision D365 Instance

o SMB Optimised Skin

o Standard Configure Core Entities (Accounts, Opportunities, Contacts)

o Set up and Configure Users and Security (Using Standard Security)

o Data Import (up to 1,000 records in total) Accounts/Opportunities/Contacts

o Set-up Standard Office365 integrations (Dynamics App connector; Teams, Outlook, SharePoint)

o Online Training Video Access for 60 days from purchase date

Right Start Implementation Scope

• 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

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Right Start _ Sales Insights Implementation Scope

• 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

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Implementation Terms

• Costs exclude applicable taxes

• All additional services provided on request and will be charged separately

• All work is subject Elite Partner “Agreement for the supply of services”

which can be found here http://www.cloud9insight.com/terms-and-

conditions

• 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 either:

• Delegated admin rights to the end customers tenant to properly

implement/support/service the customer environment – OR –

• A dedicated full Dynamics User License with administrative rights exclusively

for the Elite Service Provider usage. This option will require you some

additional work to administer the product at the application level either

through your own effort or via the technology partner.

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Implementation Assumptions

• The SMB optimised skin includes pre-defined standard configuration of the Site

Map and customer Branding (Logo and colour scheme)

• All System 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 a Custom Entity, it will be limited to

no more than 20 fields and must be related to the Sales Process.

• If the selected implementation plan includes Business Process Flows and/or

Workflows:

• 1 Process Flow - limited to out-of-box entities

• Workflows limited to single level

• For data migration:

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

• The Elite Service Provider is not responsible for data cleansing.

• The Elite Service Provider will review the data and find “glaring” or

“obvious” syntax errors and duplicates, but it is ultimately your

responsibility to provide “clean” data for conversion.

• You will provide a single spreadsheet for Accounts, Contacts,

Opportunities and if your plan provides for it, Leads, with up to the total

number of records listed in the selected implementation plan.

• More complex migration needs will be considered out of scope and may

be addressed as a separate project with a separate charge.

• All Training included in your selected plan will be delivered remotely via web on

Teams or screenshare

• Office365 connections include standard SharePoint, Outlook, OneNote & Teams

• All work will be done remotely with on-site options available as out of scope and

for an additional charge.

• No project, data import or training documentation will be created.

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Subscription Support Options

You are required to pick one of the following three Support Plans for a minimum of twelve

months. The Support Plans are designed to ensure the successful adoption of your Microsoft

Dynamics 365 licenses and related services.

You will select either the Standard Support, Success with CRM Support, or Winning with CRM

plans as your foundation for the first user and the appropriate number of additional users.

Support Optional Add-ons

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Support Options and Upgrades

Based on your selection, you will receive the following benefits.

Base Support Plan

This is the basic level plan and provides you with:

• 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

This plan is for customers who want a dedicated adviser, faster response times, and access to

information beyond simple break / fix questions and includes:

• Base Support +

• Assigned Concierge/Account Manager

• Unlimited “How do I?” questions

• Critical Priority 4-hour Response

Winning with CRM

This plan is designed for customers who want a premium experience with a dedicated

adviser AND a dedicated CRM consultant, fastest priority response time, access to unlimited

break / fix and guidance, and configuration tweaks to existing functionality: •

• 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.)

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Terms of Engagement

• All work is subject to the Elite Service Provider “Terms and Conditions” which can be

found here http://www.cloud9insight.com/terms-and-conditions

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

• Support is unlimited within functionality of the initial implementation.

• The plans do not cover customisations or extensions to the initial implementation

functionality unless otherwise stated above.

• Most customers do request additional customisations varying in size, complexity and

costs. These will be addressed as out of scope with a separate charge.

• If you have a plan that allows for tweaks to the system, the Elite Service Provider

consultant will determine if the tweak is covered within the plan or is considered out-

of-scope and require a separate charge.

• If any tweaks, issues, configuration, or questions will take more than 1 hour in

duration to resolve, we reserve the right to consider these out-of-scope and provide

you with a separate project and charge to proceed.

• System issues or breaks created by environmental changes may be considered out-

of-scope and require a separate project and charge to proceed.

• System issues or breaks resulting from changes you have made to the system may be

considered out-of-scope and require a separate project and charge to proceed.

• 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 plans.

• Support requests will be logged and tracked to ensure timely responses and proper

queuing. You can do this by contacting us via email at support@cloud9insight.com

or via our support portal at https://support.cloud9insight.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.

• All response times are based in initial responses and are based on UK business hours

between 8.30am and 5pm.

• If 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.cloud9insight.com/privacy/

• Support covers core functionality provided in your selected Dynamics365 for Sales

license. It does not cover any other Microsoft products, customisations, or third-

party add-ons.

• Clients using Dynamics365 trial license are eligible to sign up for a Support Plan.

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• 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 at any

time.

• Support is defined at the discretion of the Elite Service Provider.

• Elite Service Provider will own any work product created for you, including any

Intellectual Property Rights to this work product.

• You shall have an unconditional, perpetual, worldwide, non-revocable, fully paid,

royalty-free, transferable, non-exclusive, sub-licensable license to use and distribute

the work created for you.

• You will be given all underlying code for work created for you.

• 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.

• IMPORTANT NOTE: The Elite Service Provider requires either:

o Delegated admin rights to the end customers tenant to properly

implement/support/service the customer environment – OR –

o A dedicated full Dynamics User License with administrative rights exclusively

for the Elite Service Provider usage. This option will require you some

additional work to administer the product at the application level either

through your own effort or via your technology partner.

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Payment

Payment 100% upon signing for implementation services and monthly support due in

advance.

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 in the UK: 08:30am to 17:00

Termination of Support After the initial 3 months, you may choose to terminate the plan by logging a support ticket and

indicating your desire. This will serve as 30day notice for termination. No refunds will be made for

past or partial months.

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Confirmation to Proceed with Implementation

and Support Plans

Please sign below and email document to hello@cloud9insight.com

I hereby agree to the terms and services described within this agreement:

Provider Name: Cloud9 Insight Ltd

Authorised by Name:

Position Held:

Signature:

Date:

Customer Company Name:

Authorised by Name:

Position Held:

Signature:

Date: