xora professional services - internal

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vs070212 Xora Professional Services - INTERNAL

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Xora Professional Services - INTERNAL. Definition of Xora Professional Services Types of Services Provided How to Request Xora Professional Services Professional Services Request Process Required Documentation Setting the Customers Expectations Turn around time Cost. Agenda. - PowerPoint PPT Presentation

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Page 1: Xora Professional Services - INTERNAL

vs070212

Xora Professional Services - INTERNAL

Page 2: Xora Professional Services - INTERNAL

• Definition of Xora Professional Serviceso Types of Services Provided

• How to Request Xora Professional Services o Professional Services Request Processo Required Documentation

• Setting the Customers Expectationso Turn around timeo Cost

Agenda

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Page 3: Xora Professional Services - INTERNAL

What is Xora Professional Services

Each company has different needs and unique problems to solve. To meet these diverse challenges, the Xora XPS team leverages expertise in both business and mobile technology to deliver highly configurable mobility software solution for your customers.

Successful implementations and managing mobility requires an alignment between the company’s mobile strategy and it’s business process. The Xora Professional Services (XPS) team delivers experience in both business and innovative mobile solutions to insure the results your customer’s need.

We are pleased to announce that Xora will be offering professional services for you to offer to your customers to insure they are positioned to achieve the ROI that Xora can provide.

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• XPS will be able to provide your customer with the following services:o Custom Reports: A custom report defined by the customero Custom Symbology (Map Icons): Replace the default map icons in the

Xora application with custom imageso One Time Data Import / Export: Assistance loading or extracting

customer data to/from the systemo System Configuration: Setting up the system to best suit the

customer’s needso Integration Assistance: Integration consultation and testing /

development assistanceo Training / On-Site Assistance: Specialized training or assistance

What is Xora’s Professional Services

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XPS Request Process

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• Requesting XPSo It is the responsibility of the requestor to submit a

Professional Services Request (PSR) form to the Pro Servs email address ([email protected])

o It is important that the PSR form is completed with the customer’s needs clearly defined. This will assist the XPS team in a more efficient assessment of the customer’s needs.

o It is important that requests from a customer be discussed with the XPS team prior to making any commitments to a customer

o XPS is available to consult with internal resources prior to any request submission

How to Request XPS

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• XPS will receive the request and analyze the defined needso XPS may contact the Xora individual who submitted

the request for more informationo XPS will contact the customer within 3 days after

receiving the request if more definition is requiredo If the request is approved, a statement of work (SOW)

will be produced and sent to the customer within 3 days of the approval

o If the request is outside of XPS offerings, the requestor will be notified by XPS

XPS Request

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• XPS will send a Statement of Work (SOW) to the customero The SOW will be a definition of all the work to be

completed by the XPS teamo The SOW will contain the start time and estimated

time of completion of the defined worko The SOW will contain the costs for the defined worko Once the customer signs and returns the SOW, work

will proceed based on the timeline defined in the SOWo If the customer requests revisions to the SOW, a new

SOW will be created to reflect the newly requested work (any revision may affect the timeline and cost of the project)

XPS SOW

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• Turn around timeo Based on the requested services, XPS will provide a

time for completion of requested work in accordance with complexity of request and other projects

o XPS will work on a case by case basis to insure timely completion of work requested Certain requested tasks may need to be completed prior to

deployments Certain requested tasks may need to be completed to “win the

deal” Setting the proper expectations will be necessary by the XPS

and Sales team to insure the customer is on board No XPS work will be completed without a signed SOW

XPS Timeline

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• XPS services will be billed with a fixed quote based on the hours identified in the SOW

• Xora will invoice the customer with the submission of a signed SOW

• Requirement – Xora Customer Agreement, Sales Order Form, and a Customer Purchase Order

• The Xora Customer Agreement, Sales Order Form, Customer Purchase Order and Statement of Work must be submitted to [email protected]

XPS Order and Billing Process

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XPS - Do’s and Don’ts

• DO consult with XPS if you are unsure if the customer’s request can be covered by XPS• DO work directly with the customer when completing the Professional Services Request (PSR)

document• DO complete the PSR completely• DO insure that your customer has the ability to clearly define all work requested prior to

submitting a request• DO insure that your customer understands that all requested work MUST be completely defined

AND any changes after the SOW has been signed will require a new SOW to be created AND this will incur additional costs and delay the delivery of the completed work

• DO educate your customer the timeframe for completion will be defined in the SOW and based on complexity of their needs and availability of XPS

• DO insure that your customer understands the XPS work is billable

• DO NOT commit to a customer’s request unless you consult with XPS if you unsure about the ability for XPS to perform the work

• DO NOT submit a PSR without completing on not fully understanding what the customer is requesting

• DO NOT commit any timeframe for completion to a customer unless approved by XPS• DO NOT provide the customer with the perception that XPS can and will do anything requested• DO NOT provide the customer with the perception that their project will be an iterative process

Do’s

Don’ts

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