Professional Services Scope: Custom Technical Solutions Package
Under the Custom Technical Solutions Package, Mindtickle Technical Solutions team provides the following services, ensuring alignment with the agreed engagement terms and restricted by technical feasibility:
- Standard Integrations: as mentioned in Table 1 to Table 4
- Custom Integrations: Development and deployment of integrations with the customer’s tech stack to meet unique requirements.
- Data Management Solutions: Including data clean-up, filtering, manipulation, and migration.
- Advanced Reporting: Creation of custom reports, one-time or cadence-based email reports, and dashboards using the reporting API data set.
- BI and Visualization Tools Integration: Integration with business intelligence or data visualization tools.
- Content Synchronization: Streamlining and automating content updates across platforms.
- Updates to Existing Solutions: Modifications to completed and accepted custom solutions, including integrations and reports, based on evolving business needs.
The above listed services are subject to feasibility checks and designed to ensure robust, scalable, and customer-centric outcomes. All the effort required to do such feasibilty checks is a part of the service.
Assumptions for Custom Technical Solutions Package
- Feasibility Checks: The Mindtickle Technical Solutions team will evaluate the feasibility of custom requests and implementations to ensure compatibility with the Mindtickle product’s technical architecture.
- Adaptation of Solutions: If a customer requirement does not align with the product’s architecture, the Mindtickle Technical Solutions team will propose alternative approaches to address the requirement and communicate them with the customer for alignment.
- Rescoping for Best Fit: If alternative solutions do not meet the customer’s needs, the scope of the requirement will be revisited in collaboration with the customer to define a workable approach that balances feasibility with business requirements. If the customer requirements cannot be changed to align with the Mindtickle Platform architecture or feasiblity, such requirements would then be considered out of scope for the engagement. In such cases, the customer will provide the next set of requirement(s) for the resources to work upon.
Out-of-Scope Services (for Custom Technical Solutions)
The following services are not in the scope. 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 the following:
- Any MindTickle platform administrative tasks
- Development of in-platform custom reporting
- Content creation
- 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 setup and launch
- Deep dive on leveraging Mindtickle Reporting & Analytics Data for Program and Platform level insights
FTE equivalent resource engagement
At Customer’s request, Mindtickle may provide designated resources (“Consultant/s”) for Technical Solutions and such arrangement would be specified in the Order. The assumption for Consultant engagement are as follows:
- The term FTE means a ‘Full Time Equivalent’ providing not more than 8 hours per working day or 40 hours of Consultant(s) providing Technical Solutions service per week subject to clause 4 below (pertaining to leaves). FTE engagement can be delivered by a resource or combination of resources on a non-exclusive basis unless otherwise expressly mentioned in the Order. Accordingly, the maximum available number of hours for a 1/2 FTE, 1/3 FTE and 1/4 FTE specified in the Order shall be prorated to 20 hours a week, 14 hours a week and 10 hours a week, respectively subject to reasonable allowances for time off. Any balance of unused time shall not be carried forward to the next day or week.
- The Consultant shall provide an estimate of the time required for completing the work post-content analysis phase. The development plan shall continue as per the provided estimates unless there is a change in the scope of work or re-prioritization of work by the Customer.
- Consultant will work 10 am to 6 pm (Monday to Friday) during their home office 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.
- Customer will provide the required subject matter expert support and the resources required for any custom development project.
- FTE engagements purchased cannot be carried forward after the Term.
- On sharing a requirement, the Customer will provide Mindtickle, with a lead time of 5 working days to start working on the requirement.
- The timeline for every project/task will be defined and communicated to the Customer by Mindtickle after the requirements are frozen.
- For projects/tasks with fixed, predefined timelines by the Customer, the Customer will notify Mindtickle at the earliest date possible. Mindtickle will then analyse the requirement, complete the Solution Document, and share the projected timeline to complete the project/task. If the projected timeline shared by Mindtickle does not meet the target timeline required by the Customer, Mindtickle and Customer will discuss and agree upon one or combination of more than one of the below options:
1. Explore the possibility of adding an additional resource on the project to pull the expected timeline for completion. This can be explored only if –
- There is an available lead time of a minimum fifteen (15) business days before a resource needs to be added; and
- The duration for which the additional resource is required is fixed and agreed upon.
2. Decide on the minimum viable output to be delivered within the target timeline
3. Explore the possibility of changing the output format in order to reduce the time investment required in development
- All timelines communicated by Mindtickle will be based on budgeted Customer review timelines and project steps as set out in the project schedule.
