Managed Systems-Tier 2

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

This retainer limits the work by the hours available monthly and the scope defined below. If more hours are needed, then the [Client] can purchase more hours at the beginning of the billing cycle at a premium.

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

Configuration and Consultation around

Set up of receipts

Creation of reports

Building automations

Creation of email templates

Integration ~consulting only~ (for existing integrations only)

Systems optimization and business processes ~consulting only~

Maintenance Consultation for

Best practices for the usage of [Client] systems

Business processes based on system capabilities

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

Review of current SOPs and consulting around processes

Database Administration Tasks

All tasks requested will need to be fully defined by [Client] (example, data points of inclusion/exclusion)

List pulls

Query creation

Bulk updates (within system capabilities)

**Importing new gifts and contact records

Consulting on best practices for database usage

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 through collaboration between Rooted Software and [Client]

[Client] can request up to 2, 1-hour consulting calls 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 in writing by both parties:

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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