d365 sales statement of work ingram micro · the support plans are designed to ensure the...

D365 Sales

Statement of Work

Ingram Micro

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Version Control

Date Author Version Summary Amendments

11/06/2019 Peter Wolf / Azamba 1.0 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

Termination of Support......................................................................................................................... 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, Azamba (“the Elite Service Provider”) will complete the tasks listed. Quick Start Implementation Scope

• Project Kick-Off Call

• Provision D365 Instance

• SMB Optimized 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 Right Start Implementation Scope




• 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


• Online Training Video Access for 60 days from purchase date and up to 3 hours web-based live training

• 1.5 hours of Administrator / Project Champion 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




• 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


• 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 Administrator / Project Champion 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 to the Elite Service Provider “Terms and Conditions” which can be found here http://www.azamba.com/ingram-terms-and-conditions

• Global Admin access will be set up for the Elite Service Provider 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 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.

http://www.azamba.com/ingram-terms-and-conditions

https://docs.microsoft.com/en-gb/power-platform/admin/web-application-requirements

https://docs.microsoft.com/en-gb/power-platform/admin/web-application-requirements

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Implementation Assumptions • The SMB Optimized Skin includes pre-defined configuration of the Site Map.

• 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: o 1 Process Flow - limited to out-of-box entities. o Workflows limited to single level

• For data migration: o Client shall provide data conversion elements in a timely manner. o The Elite Service Provider is not responsible for data cleansing. o 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.

o 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.

o 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 implementation plan will be delivered remotely over the web.

• Office365 connections include standard SharePoint, Outlook, and Teams.

• All work will be done remotely with onsite 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.azamba.com/ingram-terms-and-conditions

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

• Support is unlimited within the functionality of the initial implementation.

• The plans do not cover customizations or extensions to the initial implementation functionality unless otherwise stated above.

• Most customers do request additional customizations 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 these plans.

• Support requests will be logged and tracked via the Support Portal to ensure timely responses and proper queuing.

• All response times are based on initial responses and are based on business hours between 9 am to 5 pm Central Time.

• 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.azamba.com/privacy/

• Support covers core functionality provided in your selected Dynamics 365 for Sales license. It does not cover any other Microsoft products, customizations, or third-party add-ons.

• Clients using a Dynamics 365 trial license are eligible to sign-up for a Support Plan.

• 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 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.

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

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

http://www.azamba.com/ingram-terms-and-conditions

https://www.azamba.com/privacy/

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• 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 any pre-existing work product while you remain on a paid plan.

• In the event you drop from the paid support plan, you will cease using any pre-existing work product and allow the Elite Service Provider to disable any such 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 is 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. All response times are based on initial responses and are based on business hours between 9 am to 5 pm Central Time.

Termination of Support After the initial twelve months, you may choose to terminate the plan by logging a Support Ticket indicating your desire. This will serve as 30-day 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 either fax the document to 1.866.923.9444 or email the document to [email protected]. I hereby agree to the terms and services described within this agreement:

Provider Name: Azamba Inc. Customer Name:

Signature: Signature:

Name: Name:

Date: Date:

mailto:[email protected]

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