services catalog - consulting.fmshosted.com catalog... · ps-301 – fm:interact basic ... systems...

2301 Sugar Bush Road, Suite 500

Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

Services Catalog FM:Interact is a highly configurable product that can quickly adapt to help to an ever-changing

environment. The services described in this document help our customers to partner with the

FM:Systems Professional Services team to leverage their knowledge and skills to solve complex business

problems.

How to Request Services All services described below can be ordered through the customer’s FM:Systems Account Manager or

Regional Manager. They can provide the latest pricing and answer any questions related to service

description.

Once an Order Form has been completed and a purchase order received, an FM:Systems resource will

be in contact with the customer to initiate the project and schedule the project kick off.

Table of Contents Services Catalog ............................................................................................................................................ 1

How to Request Services .................................................................................................................................. 1

Table of Contents .............................................................................................................................................. 1

Implementation Services .............................................................................................................................. 3

PS-101 – FM:Systems Hosted Installation ................................................................................................... 3

PS-102 – On-Premise Installation ................................................................................................................ 4

PS-111 – Best Practice Module Setup .......................................................................................................... 5

PS-112 – Configured Module Setup ............................................................................................................. 6

PS-113 – Custom Workflow Module Setup ................................................................................................. 7

PS-121 – FM:Mobile Deployment ................................................................................................................ 8

PS-122 – BookMe Webservice Deployment ................................................................................................ 9

Configuration Services ................................................................................................................................ 10

PS-201 – Data Views (Forms) Modification ............................................................................................... 10

PS-202 – FMx Report Creation ................................................................................................................... 11

PS-203 – Email Notification Development ................................................................................................ 12

PS-204 – SSO Configuration ....................................................................................................................... 13

PS-205 – Homepage Deployment .............................................................................................................. 14

Training Services ......................................................................................................................................... 15

Course List ................................................................................................................................................... 15

PS-301 – FM:Interact Basic Training Bundle .............................................................................................. 15


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-302 – Half-Day Remote Training ........................................................................................................... 16

PS-303 – Full-Day Remote Training............................................................................................................ 17

PS-311 – On-Site Training – 3-day Bundle ................................................................................................. 18

PS-312 – Ad-Hoc On-Site Training .............................................................................................................. 19

PS-321 – Annual Training Subscription ...................................................................................................... 20

Integration Services .................................................................................................................................... 21

PS-401 – Flat File Import Creation ............................................................................................................. 21

PS-402 – Flat File Export Creation .............................................................................................................. 22

PS-411 – Webservices Integration Development ...................................................................................... 23

Additional Services ...................................................................................................................................... 24

PS-501 – Time & Materials ......................................................................................................................... 24

PS-502 – Custom Services .......................................................................................................................... 25

PS-511 – Upgrade Deployment .................................................................................................................. 26

PS-512 – Server Migration ......................................................................................................................... 27

PS-513 – On-Premise Upgrade – Up to Four (4) Hours ............................................................................. 28

PS-521 – Bulk Data Upload ........................................................................................................................ 29

PS-531 – Migration From On-Premise to FM:Systems Hosting ................................................................ 30

Terms and Conditions ................................................................................................................................. 32

General Assumptions ...................................................................................................................................... 32

Invoicing .......................................................................................................................................................... 32

Certified Business Partners ............................................................................................................................. 32


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

Implementation Services

PS-101 – FM:Systems Hosted Installation Overview

For customers who have purchased a SaaS solution, this installation serves as the foundation for the application. Once completed, the customer will have their first look at their instance of the application.

Tasks

• Installation: FM:Systems will install two instances of the FM:Interact application, databases, supporting web services and utilities.

• Deployment: FM:Systems will deploy the standard (Best Practices) configuration of all purchased modules to the application.

• Access: FM:Systems will work with the customer to provide the FM:Interact Administrator access to the application and configure a single supported authentication method. This will require input from the customers’ business and technology contact for items including:

o Public IP Address(es) to allow access through the application firewall. o Website URL identified in the SaaS contract. o Technical documentation (or metadata) for SSO configuration.

• Branding: FM:Systems will apply the customer’s organizational logo to the application header (if required).

• CAD: o Installation and configuration of FMCAD, the FM:Systems AutoCAD plug-in, or the

FM:Systems Revit plug-in to one client CAD workstation. o FM:Systems will Register, tag, and publish two customer floor plans to FM:Interact from

AutoCAD or Revit

Deliverables

• FM:Interact Administrator can sign into Test and Production instances of FM:Interact.

• CAD drawing recommendations, if required, in order to enable CAD drawings to integrate effectively with FM:Interact.

Assumptions & Limitations

• Installation of the base application allows the FM:Interact Administrator to access the site.

• Additional module setup is required before the customer can use all purchased functionality.

• AutoCAD or Revit work beyond what is listed above is not included in the scope of this package.

• The Customer CAD software must meet the FM:Interact minimum system requirements


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-102 – On-Premise Installation Overview

For customers who have purchased an On-Premise solution, this installation serves as the foundation for the application. Once completed, the customer will have their first look at their instance of the application.

Tasks

• Setup Verification: FM:Systems will review the Completed Installation Checklist with the customer to verify the database and webserver are setup correctly.

• Installation: FM:Systems will install two instances of the FM:Interact application, databases, supporting web services and utilities.

• Deployment: FM:Systems will deploy the standard (Best Practices) configuration of all purchased modules to the application.

• Access: FM:Systems will work with the customer to provide the FM:Interact Administrator access to the application and configure a single supported authentication method. This will require input from the customers’ business and technology contact for items including:

o Technical documentation (or metadata) for SSO configuration.

• Branding: FM:Systems will apply the customer’s organizational logo to the application header (if required).

• CAD: o Installation and configuration of FMCAD, the FM:Systems AutoCAD plug-in, or the

FM:Systems Revit plug-in to one client CAD workstation. o FM:Systems will Register, tag, and publish two customer floor plans to FM:Interact from

AutoCAD or Revit

Deliverables

• FM:Interact Administrator can sign into Test and Production instances of FM:Interact.

• CAD drawing recommendations, if required, in order to enable CAD drawings to integrate effectively with FM:Interact.


• The customer is responsible for the setup of the servers and environment. They must complete the Installation Checklist before any work can begin by FM:Systems.

• Installation of the base application allows the FM:Interact Administrator to access the site.

• Additional module setup is required before the customer can use all purchased functionality.

• AutoCAD or Revit work beyond what is listed above is not included in the scope of this package.

• The Customer CAD software must meet the FM:Interact minimum system requirements


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-111 – Best Practice Module Setup Description

Note: A Module Setup package needs to be selected for each module the customer will deploy.

This implementation package is best suited for customers with no existing IWMS/CAFM system and plan to use the standard (best practices) configuration for the selected module. It allows customers to start using the existing product functionality as quickly as possible. Due to the configurable nature of the product, customers will then have the ability to make configuration changes themselves, or with the assistance of FM:Systems, after having spent time in the system will best meet their needs.

Tasks

• Orientation: FM:Systems will provide the customer with a module overview and product orientation. (This is a high-level overview of the module to provide the customer a better understanding of what data is needed to successfully leverage the module. This should not be treated as a replacement to the hands-on training provided.)

• Data Load: FM:Systems will load the customer data as provided in the FM:Systems Data Template.

• License: FM:Systems will deploy updated license file to test and production environments

• Reports: FM:Systems will deploy standard FM:Interact reports for the specified module.

Deliverables

• The module will be setup in the customer test environment for testing and validation.

• The FM:Interact Administrator can complete all tasks as demonstrated in the module training.

• The validated module setup will be deployed to the production environment.


• The Customer must own a valid license for the given module

• This package does not include any customer specific configurations, such as: custom fields, additional reports, modifications to existing forms, etc.

• The following modules are only available with a Best Practice Module Setup: Strategic Planning

• The following modules are not available with a Best Practice Module Setup: Higher Education Survey, Facility Maintenance, Sustainability, FM:Mobile, BookME


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-112 – Configured Module Setup Description

FM:Interact is a highly configurable systems that allows customers a wide range of options to best meet their organizational needs. This service offering allows customers to extend the existing best practice product configuration with additional data elements/reports/notifications/etc. to meet their specific needs. It is recommended for customers who have experience with an IWMS/CAFM system and want to leverage FM:Interact’s advanced capabilities and expertise of FM:Systems.


Tasks



• Configuration: FM:Systems will provide up to eight (8) hours of time for customer specific configuration. This would include things like: Emails (PS-203), Data Views (PS-201), Homepages (PS-205), etc.

• Reports: o FM:Systems will deploy standard FM:Interact reports for the specified module. o FM:Systems will create up to two (2) customer specific FMx Reports.

• Deployment: Once approved by the customer, FM:Systems will migrate the customer configuration and reports to the Production environment.


Deliverables



• Customer specific configurations and reports can be viewed and are functioning as intended.




• The following modules are not available with a Configured Module Setup: Strategic Planning, FM:Mobile, BookME


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-113 – Custom Workflow Module Setup Description

FM:Interact is a highly configurable systems that allows customers a wide range of options to best meet their organizational needs. Like the “Configured Module Setup”, this service offering allows customers to extend the existing product best practice configuration to meet their specific needs. However, this package includes additional time for the modification of existing product workflows. It is recommended for customers who are highly proficient with IWMS/CAFM systems and have an efficient, well-defined existing workflow.


Tasks



• Configuration: FM:Systems will provide up to twenty-four (24) hours of time for customer specific configuration. See attached “Customer Specific Configurations” for full list of configuration options. This would include things like: Emails (PS-203), Data Views (PS-201), Homepages (PS-205), etc.

• Reports: o FM:Systems will deploy standard FM:Interact reports for the specified module. o FM:Systems will create up to five (5) customer specific FMx Reports.

• Deployment: Once approved by the customer, FM:Systems will migrate the customer configuration and reports to the Production environment.


Deliverables



• Customer specific configurations and reports can be viewed and are functioning as intended.




• The following modules are not available with a Custom Workflow Module Setup: Strategic Planning, FM:Mobile, BookME


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-121 – FM:Mobile Deployment Overview

The FM:Mobile module allows users to access a mobile-friendly version of their FM:Interact application through a mobile browser. This package covers the installation and setup of the add-on module for mobile devices.

Tasks

• Installation: FM:Systems will install two instances of the FM:Mobile application, one for Test and one for Production.

• Access: FM:Systems will work with the customer to provide the FM:Interact Administrator access to the mobile application. This will require input from the customers’ business and technology contact for things like:

o Technical documentation (or metadata) for SSO configuration. o Mobile network infrastructure for corporate devices (ex. BYOD wifi, cellular data, etc.)


Deliverables

• FM:Interact Administrator can sign into Test and Production instances of FM:Mobile from a mobile device (tablet, phone, etc.)


• Some FM:Interact features are not available in the FM:Mobile website.

• Some FM:Interact authentication methods are not available in the FM:Mobile website.

• There must be an existing Customer FM:Interact installation or a “Base Install” package must be completed prior to Module Setup.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-122 – BookMe Webservice Deployment Overview

FM:Systems will perform the installation and configuration of the FM:Systems BookMe webservice, an additional webservice designed to support BookME digital signage.

This package is required for customers who wish to use the FM:Systems BookME or other digital signage hardware with the FM:Systems Space Reservation module.

Tasks

• Installation: FM:Systems will install two instances of the BookMe webservice, one for Test and one for Production.

• Configuration: FM:Systems will configure existing FM:Interact Space Management Data Views to enable BookME specific features


Deliverables

• FM:Interact Administrator can access the BookMe device registration page.


• There must be an existing Customer FM:Interact installation or a “Base Install” package must be completed prior to deployment.

• The Space Reservation Module must be installed and licensed.

• The customer is responsible for the device installation, setup and linking of each device to FM:Interact.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

Configuration Services

PS-201 – Data Views (Forms) Modification Description

FM:Interact allows customers to directly add/update/delete their data (based on user permissions). As business requirements change, many customers have a need to adapt the system to match. With this service offering, FM:Systems will assist the customer with the modification of existing data views in the application. Each quantity/unit of this package covers one data view.

Tasks

• Design: FM:Systems will work with the customer to understand the business need and requirements for the change. FM:Systems will provide best practices and recommendations based on their expertise/experience with other customers.

• Build: FM:Systems will create an initial draft of the view modifications for customer review. The customer will provide feedback during the review before the final version is deployed.

• Deploy: Once confirmed, FM:Systems will deploy the updates to Production.

Deliverables

• Updated data view is available in Test and Production.


• Customers are highly encouraged to consider the user experience when planning design changes. For example, a Maintenance Request with 20-questions may provide a lot of data to the Technician but will likely create poor end-user experience. This will lead to requests be submitted incorrectly or not at all.

• No additional integrations are required for the new configurations.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-202 – FMx Report Creation Description

FM:Systems will design and deliver one report based on the Customer’s specifications. The report will use the FMx Reporting tool provided as part of FM:Interact.

Tasks

• Design: FM:Systems will work with the customer to understand the business need and requirements for the report. FM:Systems will provide best practices and recommendations based on their expertise/experience with other customers.

• Build: FM:Systems will create an initial draft of the report for customer review. The customer will provide feedback during the review before the final version is deployed.

• Deploy: FM:Systems will deploy the report to Test for the customer to confirm data is displayed accurately. Once confirmed, FM:Systems will deploy the report to Production.

Deliverables

• Custom FMx Report can be viewed in Test and Production.


• The report may contain one table and/or chart.

• All data elements must currently exist in the FM:Interact database.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-203 – Email Notification Development Description

FM:Interact has the ability to send automated email notifications from the application after user events in the system. In this service offering, FM:Systems will work with the customer in the creation of a single automated email notification. Each email will have a specified: recipient, message, and trigger.

Tasks

• Plan: FM:Systems will work with the customer to understand how the email notification fits into the business requirements and helps facilitate the larger business process.

• Build: FM:Systems will create an initial draft of the email for customer review. The customer will provide feedback during the review before the final version is deployed.

• Deploy: FM:Systems will deploy the email to Test for the customer to confirm. Once confirmed, FM:Systems will deploy the email to Production.

Deliverables

• Email message is received from the application using a standard email server.


• Email events can only be triggered by direct user action in the system or scheduled as part of a daily/weekly process.

• The message content from the email can be generated dynamically from the base table triggering the event.

• Depending on the authentication method, some email functionality, such as hyper-links, may be limited.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-204 – SSO Configuration Description

FM:Interact supports Single Sign-On (“SSO”)via numerous applications by utilizing several standard connections, such as SAML 2.0 and Active Directory. This allows for an enhanced user experience and better security within the application. Through this offering, FM:Systems will assist the customer with the setup and deployment of SSO in FM:Interact.

Tasks

• Plan: FM:Systems will work with the customer to collect the required information for the SSO deployment. This may include things like: SAML metadata, AD groups, certificates, etc. FM:Systems will provide technical documentation to assist the customer with the setup of SSO on the customer end.

• Configure: FM:Systems will configure the application for the required authentication method. FM:Systems will provide trace or log files to assist the customer with debugging the SSO connection.

• Deploy: FM:Systems will deploy the SSO configuration to Test, then migrate to Production on the scheduled date.

Note: Since SSO deployment will directly affect how the end users access the system, FM:Systems highly recommends the customer have a communication plan in place during Production roll-out.

Deliverables

• Users can authenticate via SSO to the Test and Production site.


• The supported authentication methods are listed in the FM:Interact Compatibility Matrix. As this can change from release to release, please ensure you review the correct version for your instance of FM:Interact. [Can we provide a link here?]


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-205 – Homepage Deployment Description

FM:Systems offers several standard homepage configurations for customers. These homepages were built based on the hundreds of implementation performed by the FM:Systems Professional Services team. In this package, FM:Systems will assist the customer with the deployment of one of the standard homepages to the application.

Note: Custom homepages can be developed but require html/javascript modifications and are not covered in this package. See PS-512.

Tasks

• Review: FM:Systems will review the standard FM:Interact homepage options with the customer. The customer will identify the required changes to colors, background image, and hyperlinks for the selected option.

• Modify: FM:Systems will modify the standard homepage based on the customer’s requirements on colors, background image, and hyperlinks.

• Deploy: FM:Systems will deploy the homepages to Test, then to Production once reviewed by the customer.

Deliverables

• Selected homepage visible to appropriate role(s) on sign-in.


• The standard homepage options include one homepage per purchased module (ex. Space Planner, Maintenance Technician, etc.), plus General User.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

Training Services

Course List https://fmsystems.docebosaas.com/learn/catalog

PS-301 – FM:Interact Basic Training Bundle Overview

Training is one of the cornerstones to a successful implementation of an application and to best leverage the value of the system within the company. FM:Systems offers several options for providing training to customers using a “train-the-trainer” approach.

FM:Systems will provide remote instructor-led training sessions that cover an overview of the application, in-depth training of the Space and Occupancy module, best practices for preparing and publishing CAD floor plans, common application administration tasks and training on creating ad-hoc reports.

This training bundle is intended for new customer implementations, or individuals who have taken over the role of managing the FM:Interact application for their organization.

Tasks

• Training: FM:Systems will provide remote delivery of training.

Deliverables

FM:Systems will deliver the following instructor-led training courses to the Customer according to the Remote Training packages:

• Introduction to FM:Interact / Space Management

• ADM101: Getting Started as an FM:Interact Administrator

• FMx Reporting: Creating Express Reports

• FMx Reporting: Creating Advanced Reports

• FM:Systems will deliver one of the following instructor-led training courses to the Customer: o Using AutoCAD with FM:Interact ILT Training o Using Revit with FM:Interact ILT Training


• Every student must have a laptop or PC to connect to the virtual training environment.

• All courses are delivered in the standard training environment with the standard manuals. The customer’s specific data and configuration will not be used.

https://fmsystems.docebosaas.com/learn/catalog


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-302 – Half-Day Remote Training Overview


In this package, FM:Systems will deliver training on one of the half-day trainings listed above (exact course length may vary) remotely. Courses typically include: a presentation of the core principles/topics, a demonstration of the product functionality, and hands on activities.

Tasks

• Class Setup: FM:Systems will setup a remote training class with the standard training environment.

• Delivery: FM:Systems will deliver a training session for up to ten (10) people on one of the training courses listed above.

Deliverables

• FM:Systems Trainer reviewed all activities from the standard training materials.





Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-303 – Full-Day Remote Training Overview


In this package, FM:Systems will deliver training on one of the full-day trainings listed above (exact course length may vary) remotely. Courses typically include: a presentation of the core principles/topics, a demonstration of the product functionality, and hands on activities.

Tasks

• Class Setup: FM:Systems will setup a remote training class with the standard training environment.

• Delivery: FM:Systems will deliver a training session for up to ten (10) people on one of the training courses listed above.

Deliverables

• FM:Systems Trainer reviewed all activities from the standard training materials.





Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-311 – On-Site Training – 3-day Bundle Overview

While remote training often meets the needs of our customers, some customers find value in a face-to-face interaction to help facilitate change management in an organization.

In this service offering, FM:Systems will deliver 3 consecutive days of training on-site at the customer’s facilities. Courses typically include: a presentation of the core principles/topics, a demonstration of the product functionality, and hands on activities. FM:Systems provides courses using a “train-the-trainer” approach.

A combination of existing training classes or a custom curriculum including topics important to the customer can be arranged to deliver the greatest value.

Tasks

• Curriculum Development: FM:Systems will work with the customer to identify the courses or topics to be presented.

• Class Setup: FM:Sytems will work with the customer to coordinate an on-site training agenda and travel logistics. FM:Systems will setup a virtual training environment to deliver the training.

• Delivery: FM:Systems will deliver a training session for up to ten (10) people

Deliverables

• FM:Systems Trainer reviewed all activities from the agreed training materials.


• Domestic (US) travel costs are included in this package.

• Training will be provided over 3 consecutive calendar days. Additional time can be arranged for a fee.



• The customer must complete the On-Site Training Checklist to assist the FM:Systems Trainer with the training logistics.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-312 – Ad-Hoc On-Site Training Overview

While remote training often meets the needs of our customers, some customers find value in a face-to-face interaction to help facilitate change management in an organization.

In this service offering, FM:Systems will deliver a minimum of 2 consecutive days of training on-site at the customer’s facilities. Courses typically include: a presentation of the core principles/topics, a demonstration of the product functionality, and hands on activities. FM:Systems provides courses using a “train-the-trainer” approach.

A combination of existing training classes or a custom curriculum including topics important to the customer can be arranged to deliver the greatest value.

Tasks

• Curriculum Development: FM:Systems will work with the customer to identify the courses or topics to be presented.

• Class Setup: FM:Sytems will work with the customer to coordinate an on-site training agenda and travel logistics. FM:Systems will setup a virtual training environment to deliver the training.

• Delivery: FM:Systems will deliver a training session for up to ten (10) people

Deliverables

• FM:Systems Trainer reviewed all activities from the agreed training materials.


• Travel costs are not included in this package and will be invoiced to the customer at cost after the training session has completed.

• Training will be provided over consecutive calendar days. Additional time can be arranged for a fee.



• The customer must complete the On-Site Training Checklist to assist the FM:Systems Trainer with the training logistics.

• On-site training engagements are not offered for less than two full days.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-321 – Annual Training Subscription Description

Organizations who deploy FM:Interact often have a need for training; these situations include: bringing on new

administrators and other power users; need for refreshing knowledge of a certain part of the product; need to learn

how to use a previously unused part of the product; and identification of easier ways to perform regular tasks. On

demand access to short training videos as well as scheduled public training classes can meet most of these needs in a

timely and cost-effective manner.

FM:Systems provides access to a library of on demand videos that can be used to address these needs. This service offering provides unlimited access (24x7, except for regular maintenance periods and other scheduled downtime) via a standard browser. In addition, customers who have a subscription can attend scheduled public training classes (subject to class size limitations).

Tasks

• N/A

Deliverables

• Unlimited access to the existing library of on demand videos and attendance in any scheduled public classes and workshops (subject to availability) for all administrators and power users of FM:Interact within the customer’s organization.


• Minimum purchase is in one (1) year increments, payable up front.

• Users must have a valid email address within the customer’s domain. Individual registration is required.

• While new material will be regularly added to the library, there is no implied quantity of content. Not all topics will be covered; any requested training content will be considered for inclusion within the library based on availability.

• This service does not replace instructor led training for new customers of FM:Interact or existing customers who are purchasing new FM:Interact modules or capabilities, but instead is intended to augment FM:Systems’ formal training classes.

• Attendance at classes at FM:Systems User Conference are not included in this subscription.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

Integration Services

PS-401 – Flat File Import Creation Description

The use of a flat file in a data integration allows for a consistent shared format between two applications. This is one of the simpler methods of integrating between two systems. This option works best for applications that are transferring large amounts of data and/or data that is updated daily/weekly/monthly. This integration method is not recommended for “real-time” integrations.

This package includes the creation of a flat file (.txt or .csv) transfer from another application to FM:Interact. The exact format and fields will be defined at the start of the project.

Tasks

• Plan: FM:Systems will work with the customer to understand the business need and requirements for the integration. FM:Systems will provide best practices and recommendations based on their expertise/experience with other customers.

• Build: FM:Systems will create the import routine and deploy to the Test environment after a test file has been generate by the customer.

• Verify: FM:Systems will work with the customer to validate the integration through a series of test runs. The customer will need to confirm the changes match between the source system and FM:Interact.

• Deploy: After the customer has confirmed the import in Test, FM:Systems will deploy the final version of the integration to Production.

Deliverables

• FM:Interact data matches source system on required fields after the integration is run at the scheduled time.


• For SaaS/Hosted customers, the customer is responsible for the transfer of the file to the FM:Systems SFTP.

• Each import file will updated data on a single FM:Interact table.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-402 – Flat File Export Creation Description

The use of a flat file in a data integration allows for a consistent shared format between two applications. This is one of the simpler methods of integrating between two systems. This option works best for applications that are transferring large amounts of data and/or data that is updated daily/weekly/monthly. This integration method is not recommended for “real-time” integrations.

This package includes the creation of a flat file (.txt or .csv) transfer from another application to FM:Interact. The exact format and fields will be defined at the start of the project.

Tasks


• Build: FM:Systems will create the export routine, deploy to the Test environment, and provide a sample file to the customer.

• Verify: FM:Systems will work with the customer to validate the integration through a series of test runs. The customer will need to confirm the changes match between the source system and FM:Interact.

• Deploy: After the customer has confirmed the export in Test, FM:Systems will deploy the final version of the integration to Production.

Deliverables

• The source system data matches FM:Interact on required fields after the integration is run at the scheduled time.


• For SaaS/Hosted customers, the customer is responsible for the transfer of the file from the FM:Systems SFTP.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-411 – Webservices Integration Development Description

FM:Systems provides a listener-only webservice. This allows other applications to make a SOAP webservice call to FM:Interact to retrieve data or execute an action. A webservice integration is best used for integration that require a “real-time” sync between two systems.

This package includes the creation of a single executable action or data view for a webservice call to FM:Interact.

Tasks


• Design: FM:Systems will work with the customer to define and document the technical design for the webservice integration.

• Build: FM:Systems will create the integration routine for the webservice call based on the solution design.

• Deploy: After the customer has confirmed the import in Test, FM:Systems will deploy the final version of the integration to Production.

Deliverables

• FM:Interact data matches source system on required fields after the webservice is called by the source system.


• The FM:Systems webservice is a listener-only. It does not have the ability to make a call to a 3rd party application.

• Any action provided by the webservice can execute against only a single table.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

Additional Services

PS-501 – Time & Materials Description

FM:Systems offers primarily fixed-price service packages. However, customers may request to do a Time & Materials project instead. In this package, the customer will purchase a defined number of hours for a task. FM:Systems will assign one or more resources who will perform the defined tasks until either the task is completed or the hours have been exhausted.

Tasks

• Estimate: FM:Systems will provide an estimate of time based on the initial requirements for the project prior to signature on the Order Form.

• Perform: FM:Systems will provide up to the defined number of hours in services, or until the tasks are completed.

• Report: FM:Systems will report to the customer how many total hours were used on the project with each invoice.

Deliverables

• Variable.


• If the number of purchased hours is exceeded, the customer must confirm additional funding is available before any work can continue.

• All hours will be defined with a set expiration. The project will be closed, and any remaining time will not be invoiced.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-502 – Custom Services Overview

This package is best suited for customers who have requirements that do not quite fit into the definition of existing packages. In this circumstance, the “Custom Services” package is offered whereby the effort is defined or referenced to an existing package with similar effort and/or a combination of a modified package with Time and Material (T & M) updates. FM:Systems will assign one or more resources who will perform the defined tasks until the task is completed.

Tasks

• Variable

Deliverables

• Variable


• Variable


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-511 – Upgrade Deployment Description

Note: This package only applies to customers who host the application On-Premise. SaaS and Hosted customers will be migrated at no cost at a time/date scheduled by the FM:Systems Hosting team.

This service offering will cover updating one instance (Test or Production) of FM:Interact to the latest release. FM:Systems recommends customer update their application at least once every six months to leverage the latest features and bug fixes.

Tasks

• Deployment: FM:Systems will update the existing application to the latest release. Each release of the software is cumulative and will include all releases between the customer version and the latest release.

• Installation: FM:Systems will install any new components required as part of the latest release (ex. FMx Reporting, FM Integration service, etc.). FM:Systems will update up to one CAD station plug-in from to the latest version.

Deliverables

• Database Schema and Website Build show the latest release (at time of purchase) on the System Information page.


• The application must be on a currently supported version of the software (each version is supported for 2 years from release date). Customers on an older version should discuss with their Account Manager.

• A supported version of AutoCAD, FMCAD or Revit is required. This may require the customer to upgrade their CAD software as part of the upgrade project.

• Local administrator access to the CAD station is required during the upgrade process.

• Depending on the version of FM:Interact being upgraded, after upgrading, all client drawings may need to be republished. The Client is responsible for completing this task.

This upgrade package does not include:

• Configuration changes

• Updates to reports or integrations

• Changing authentication methods (for example, Windows Active Directory to SAML)

• Moving or installing FM:Interact to new web or database servers.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-512 – Server Migration Description

Note: This package only applies to customers who host the application On-Premise. SaaS and Hosted customers can request an upgrade at no cost through the FM:Systems Support team.

FM:Systems supports web server and database server versions as defined in the Compatibility Matrix. As with any software, it is important to stay on the latest release to ensure optimal performance and data security.

Customers should work with their IT/IS department during any discussion on application upgrades to ensure that a supported OS and DB are used for FM:Interact. In this offering, FM:Systems will work with the customer and customer IT to migrate one instance of FM:Interact to a new database and webserver.

Tasks

• Setup Verification: FM:Systems will review the Completed Installation Checklist with the customer to verify the database and webserver are setup correctly.

• Installation: FM:Systems will install the base application of the product in the customer’s environment.

• Migration: FM:Systems will work with the customer to migrate the existing configuration and reports to the new instance of FM:Interact.

• Deployment: FM:Systems will update the new instance with the most current data from the existing FM:Interact Production database.

Deliverables

• FM:Interact Administrator can sign into Test and Production instances of FM:Interact with new URL.


• The customer is responsible for the setup of the servers and environment. They must complete the Installation Checklist before any work can begin by FM:Systems.



Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-513 – On-Premise Upgrade – Up to Four (4) Hours Description

FM:Systems customers who host the FM:Interact product on their own premises need to keep their product version

current in order to take advantage of new features, get bug fixes, and ensure proper security of their facilities and

real estate data. FM:Systems offers this upgrade service to assist those customers who need light assistance in

upgrading, often representing customers who upgrade fairly regularly or have deployed a minimally

configured/customized version of the product. This service is intended to help these customers upgrade quickly.

Customers who haven’t upgraded in the past 2 years, or who have complex implementations, should engage their

FM:Systems Account manager to obtain a Professional Services quote for an upgrade.

This service is provided by the FM:Systems Customer Support team via telephone and remote conferencing (e.g., GoToMeeting), generally over one or more sessions in one hour increments.

Tasks

• Review current FM:Interact configuration and create a plan for the upgrade

• Work remotely to upgrade the FM:Interact server(s) to the latest version of FM:Interact

• Test FM:Interact with a customer administrator using a customer defined test plan

• Test any existing integrations between FM:Interact and in-house systems

Deliverables

• An FM:Interact environment that has been upgraded to the latest version


• If the upgrade is completed in less than four hours, unused time will be forfeited with no refund.

• If at any point it is determined by the FM:Systems support engineer that the upgrade cannot be completed within the four (4) hour time allocation, FM:Systems will work with the customer to provide a Professional Services quote to complete the upgrade. The cost of this service will be credited towards the Professional Services engagement.

• Phone calls and other working sessions will be held in one-hour increments. If the customer does not show for any call or working session, one hour will be charged against the service.

• This service will be invoiced upon ordering, and the work must be completed within six months or the services will be forfeited with no refund.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-521 – Bulk Data Upload Description

FM:Systems provides several tools to assist customers with mass updates of data within the application. This includes functionality such as: Spreadsheet Upload for inserting data from a spreadsheet and Multiple Edit for updating multiple records at once.

However, sometimes customers need additional assistance to do a bulk update of data. With this service offering, FM:Systems will upload the data provided by the customer directly into the database. Each quantity/unit of this package covers one table/sheet of data.

Tasks

• Upload: FM:Systems will upload the customer data in both the Test and Production environment.

Deliverables

• Updated data in FM:Interact matches data provided by the customer.


• Each spreadsheet will be uploaded once. FM:Systems encourage customer to validate all data prior to upload to prevent any manual cleanup after completion of the project.

• The data must be provided to FM:Systems in a consumable format. FM:Systems will provide a data template to assist the customer with formatting the data.


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

PS-531 – Migration From On-Premise to FM:Systems Hosting Description

Note: This package only applies to customers who host the application On-Premise, and an FM:Systems hosting agreement is required in addition to the professional services.

FM:Systems supports web server and database server versions as defined in the Compatibility Matrix. As with any software, it is important to stay on the latest release to ensure optimal performance and data security.

Customers should work with their IT/IS department during any discussion on application migration to ensure that a supported security authentication method and integrations are available for the FM:Systems hosted environment.

In this offering, FM:Systems will work with the customer and customer IT to migrate an “on-premise” installation of FM:interact to the FM:Systems hosted environment.

Tasks

• Setup Verification: FM:Systems will review the Completed Installation Checklist with the customer to verify the FM:Interact test and production instances have been setup correctly.

• Installation: FM:Systems will install the base application of the product in the customer’s FM:Systems hosted environment.

• Migration: FM:Systems will work with the customer to migrate the existing production configuration and reports to the new hosted instances of FM:Interact.

• Deployment: FM:Systems will update the new instance with the most current data from the existing FM:Interact Production database.

• Integrations: FM:Systems will work with the customer to migrate up to two supported integrations to the new hosted instance. Additional integrations or the conversion of unsupported integrations may require additional services.

• Authentication: FM:Systems will migrate the existing supported authentication settings to the hosted instances. Changing authentication methods or migration from an authentication method which is not supported in the FM:Systems hosting environment will require additional services.

Deliverables

• FM:Interact Administrator can sign into Test and Production instances of FM:Interact with new URL.

• FM:Interact data matches source system on required fields after the integration is run at the scheduled time.


• Only “flat file” and web service integrations are support in the FM:Systems hosted environment.

• Only Internal and SAML authentication are supported in the FM:Systems hosted environment.


This package does not include:

• Configuration changes


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

• Updates to reports or integrations beyond migrating them to the FM:Systems hosted environment


Raleigh, NC 27612 (919) 790-5329

07 / 15 / 2019

Terms and Conditions All services offered are subject to the standard terms of the FM:Systems Professional Services agreement in effect as of the date the service is purchased by the customer.

General Assumptions • Customer will provide:

o A Project Manager, Business Owner and Technical Lead to serve as the primary contacts for coordinating all required materials, personnel, etc. from the customer team.

o Timely response to any questions or requests by the FM:Systems personnel.

• FM:Systems resources will perform all tasks remotely unless otherwise specified.

• Any application changes will be done in a supported configuration and through the application UI with the standard functionality unless otherwise specified.

Invoicing A signed quote signifies authorization for FM:Systems to deliver the service(s) indicated in the quote. FM:Systems will invoice customer upon receipt of signed quote. Invoice is due and payable upon receipt. All services must be used within one (1) year of the date of the signed quote or the services will expire with no refund to customer.

Travel Expenses All work will be performed remotely unless otherwise specified. In the case were on-site work is required, FM:Systems will invoice the customer for all travel expenses after the completion of the trip.

Certified Business Partners FM:Systems has many Certified Business Partners across the globe. Customers may choose to work with them for any number of reasons:

• Having a local resource that better understands the language and culture of that region.

• Resource availability and project lead time on urgent requests.

• Additional service offerings such as AutoCAD work, field verification, etc.

A full list of partners are available on the FM:Systems website under the Resources tab.

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