Managed Systems-Tier 1

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

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 1one 1-hour consulting call per month, as needed. (Rooted 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 with the client for visibility and collaboration

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