Managed Systems: Selection + Implementation + Consulting - Tier1

Rooted Software will provide ongoing support for [Client] in the following systems: [CRM database], [other systems].

Systems Selection

Identified systems (up to 1 a quarter) by [Client.Company], will be assessed for efficiency and usage. Up to (2) meetings will be held to learn about system usage and processes, and the organizational needs around the system/application. Rooted will assess current usage and provide recommendations to existing processes. After recommendations have been completed, Rooted will begin to assess potential replacement software based on the requirements gathered for system needs. Rooted will score and present recommended options for the system.

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Implementation

The [Client] will provide all necessary data exports from [Historical Database] to Rooted for migration to [New Database].

Mapping

Rooted Software will schedule and lead a sixty (60) minute call for:

Discovery of current data sources and data management processes

[Client] to screenshare and answer questions about the data processes

[Client] should be prepared to discuss specific data-related requirements for this migration.

Rooted Software will request and obtain access to the [Client]’s data via:

Admin-level front-end access to [historical database]

Database backup/full data exports of desired data

Rooted Software will map data from the existing source system(s) to [New Database]. The project technician will make independent mapping decisions based on their knowledge of [New Database] and information provided in the discovery calls. A 60-minute call will be scheduled and hosted by Rooted Software to review a list of specific data points that require feedback.

Rooted Software will manipulate legacy data to best work with [New Database] at the data technician’s discretion and with logic applicable to all similar records.

Test Database

It is [Client]’s responsibility to provide Rooted Software with all the data points/fields by the first export of data. All instances/values of those data points should be provided in the final data export from [historical database]. Data not included will not be migrated; data not provided by [Client] will be assumed by Rooted Software as an intention not to migrate data.

Database backups/exports provided to Rooted Software should be complete and easily replicated three (3) separate times. Each time is provided for the release of the next database.

Rooted Software reserves the right to specify the format in which data must be submitted

Acceptable forms of data can be (but are not limited to):

SQL Backup (.bak or .sql files); Full Backup

Differential/transaction-log backups will not be accepted

CSV files

Structured spreadsheets - to be defined by the project technician

Unacceptable forms of data can be (but are not limited to):

Unstructured Spreadsheets - to be defined by the project technician

PDFs

Test Database

Rooted Software will migrate user-provided data to a single database in up to (3) migration iterations, each to be followed by a period of user QA review:

First iteration: migrate (10) contact records (selected by technician) and associated gifts

Up to (1) week will be provided to complete the QA process

Second iteration (optional): migrate (100) contact records (selected by technician) and associated gifts

Up to (1) week will be provided to complete the QA process

Third, Final iteration: migrate all final records and associated data into the database

Up to (1) week will be provided for ‘Post Live Adjustments’, to complete a review of the final database

QA Process

QA review periods will include the following:

Rooted Software will perform a “spot” QA check before releasing any database to check for discrepancies in the test database. An overview of the import will be provided to the client, highlighting data issues that may have required omission and [client]’s attention to correct for a subsequent test/live release.

Up to one week of time for the client to review data migration and submit direct feedback to Rooted Software via an Online Form for each test iteration.

It is the responsibility of [Client] to review their test database thoroughly and bring any errors or desired changes to the attention of their project technicians. Rooted Software will not be responsible for errors and desired changes that are not raised during QA testing.

The client team should expect to take several hours to carefully review migrated data for accuracy and usability (i.e., "Did the right data migrate to the right place?")

Rooted Software will schedule calls with the client as needed to discuss QA submissions and necessary corrections per test database or iteration.

GAP Data

Rooted Software will coordinate with [Client] as the projected Go-Live date approaches to determine a “cut-off” date when the project technician will arrange for the final data export from [historical database]. Any data entered or updated in the [historical database] after this cut-off date will not be reflected in the live instance; this data is referred to as “GAP Data”.

Rooted Software will advise on the best practice for exporting gift and contact data and utilizing the [new database]’s offline gift and contact import process to import your GAP data. The import of the GAP data will be the [client]’s responsibility and limited to standard (daily) import processes.

User Training

Rooted Software will provide the following (2) 1-hour training sessions for [Client] team members and provide meeting recordings for the client's future use:

Training Session 1: [New System] Basics

Topics to include: Initial setup, User invites, Permissions, and General Navigation

Training Session 2: Queries & Reporting

Topics to include: General usage of the Query tool and the Reporting tool

Additional training is available for an additional cost based on [Client] needs

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Ongoing Monthly Support

Rooted Software will assist with the following functions (hereby referred to as the scope):

Consultation around

Set up of receipts

Creation of reports

Building automations

Creation of email templates

Integration settings (for existing integrations only)

Maintenance Consultation for

Best practices for the usage of [Client] systems

Business processes based on system capabilities

Database administration tasks (i.e., setting permissions, user groups, archiving records, etc.)

Data Health Support

Data cleanup based on agreed-upon ‘bulk-applied logic’ (limited by system export and update capabilities)

This process may necessitate client manual review or mapping of data to ensure the desired outcome.

Common data health objectives include (but are not limited to):

Bulk contact updates (such as contact names and contact types)

Archiving contacts based on the Client requirements

Review and resolution of duplicate contact records

Bulk gift updates

Troubleshooting and Utilization support

Rooted Software will respond to unlimited email requests within 1-2 business days of receiving them and resolve these requests based on determined priority

Support needs will be established and prioritized by collaboration between Rooted Software and [Client]

[Client] can request one 1-hour consulting call per month, as needed. (Rooted Software may require up to one week to accommodate)

Exclusions

The following services are considered out-of-scope under this agreement unless otherwise agreed upon:

Automations outside of the listed systems

Receipting outside of the listed systems

Reports and Queries outside of the capabilities of the listed systems

Custom reports from a third-party system

Scoping, implementation, or support for custom and/or third-party system integrations

BI report building and consultation (unless otherwise stipulated)

Project Administration

Rooted Software will set up internal resources for task tracking and share them with the client for visibility and collaboration.

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