Professional Services encompass consultation, training, and custom work specific to the client, including software development. Professional Services involves extended assistance with issues not related to basic product functionality, troubleshooting, or problem resolution.
Examples of professional services include training, workflow process building, report writing, system updates/maintenance, specialized support, and fixing issues that are a result of users not properly using the application as designed or supported. Additional examples are shown in the chart below.
SQL-Sync: While client onboarding is included in your SQL-Sync subscription, it does not include support tickets. Instead, SQL-Sync support is billed as part of Professional Services Consulting because it involves writing queries and troubleshooting table setup. When you purchase SQL-Sync, it lists the hourly rate for support.
Unsure? If you aren’t sure whether your issue falls under Technical Support or Professional Services, create a support case with sufficient information and documentation about your issue. If Client Success determines that it’s a Professional Services issue, they will tell you how many hours to purchase and your support ticket will be converted to Professional Services once paid.
| Technical Support | Professional Services |
| Adding a new code to a matrix. | Setting up an entire matrix from scratch. |
| Adding a merge field to a template. | Rebuilding an entire template. |
| Helping add a new field to an already existing document form. | Creating the entire form letter for the client. |
| Helping to reconcile an account. | Helping to reconcile an account that has never reconciled (i.e. ledger reconciliation). |
| Suggesting which fields to look at in an application. | Writing the SQL queries or reports. |
| System errors. | Migration of Vertican product to a new server. This should be scheduled in advance. |
| Data import or export producing an incorrect or unexpected result. | System updates or maintenance. |
| Workstation installation, DLL registrations, license extensions. | Full module training. |
The support included with your plan is for Technical Support. Professional Services are purchased separately on the vStore at an hourly rate or according to a statement of work (SOW), depending on the type of service.
| . | |
|---|---|
| Professional Services | |
| Cannot be used for Technical Support | |
| Web-based Training Per Hour | $199 |
| Web-based Consulting Per Hour | $399 |
| Other Professional Services | Per Statement of Work (SOW) |
| Notes | |
|
Web-based Training: Based on availability. Scheduled hours for learning basic product functionality and tools or setup and training for DTPs and Optional Modules, except for the SQL-Sync module in Collection-Master. Web-based Consulting: Based on resource availability and scheduled accordingly. Handled by subject matter experts who provide industry knowledge to guide, advise, and assist with needs relating to hardware questions, new server setup, workstation installations, network setup or server migrations, SQL-Sync training and consulting, data recovery, application maintenance assistance, business development, workflow automation consultations, customized reports/queries/templates, project planning, and research/resources used to resolve data and/or application errors that may result from user errors or misuse of the application. |
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SOW Definition
- A SOW is a written, dated contract describing any custom work requested by clients. It is an estimate of work based on the mutual understanding as established in writing at the time of SOW execution.
- Not all Professional Services require a SOW. For example, standard training would not require a SOW.
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SOW Rates
There are two types of SOW pay arrangements:
- An open-ended SOW: an estimated block of time is quoted, but only final hours performed on the SOW are billed.
- A fixed-rate SOW: a fixed amount is quoted and paid, regardless of the outcome of the work effort.
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Reasons to Create a SOW
- If you want to have Vertican train your staff for two hours, you know how much that will cost.
- However, if you want a service and don’t know how much time will be required, you’ll want to create an SOW.
- Examples: you don’t know how much training is advisable for a certain topic, you want a custom report built or custom programming.
- You’ll create a SOW and receive a quote from Vertican.
- When you submit a SOW, Client Success will receive an email and advise you of how many hours of Professional Services to purchase.
- It remains as a pre-paid ticket, which is closed after Professional Services are complete.
- Even if you have banked Professional Services hours, you may still be advised to create a SOW to determine how many hours your request will require.
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SOW Process
- Creation of SOW: The client or Vertican may create a SOW. Learn How to Use vPortal to Create a Statement of Work (SOW).
- Submission to Client: A SOW once created and sent to the client is valid for no more than 14 days.
- Client Acceptance & Payment: A SOW must be accepted by email with a copy of the SOW. This generates an invoice, which must be paid before services are rendered and within 30 days. Client Success is notified when the client accepts the SOW and completes payment.
- Changes & Amendments: Changes can be requested by the client or Vertican’s representative. Any change that exceeds 15% of the original SOW will require a written amendment. Amendments need to be accepted by the client before work can resume.
- Completion & Inspection: Upon completion and delivery of the SOW work, clients have 30 days to inspect and perform any necessary test to accept/reject the delivery.
- Rejection & Acceptance: Any rejection of a SOW must be communicated in writing or via email and must include the reasons for the rejection. If no rejection is received by Vertican within the allotted 30 days, by default client has accepted the SOW work.
- Defects & Bugs: If a defect or bug is discovered after 5 days from delivery, a new billable SOW (or support incidence) may be necessary to resolve the issue.
Data migration is a special Professional Service we provide on a client-by-client basis per a Statement of Work (SOW).
Definition of Data Migration:
- The process by which the clients’ data is moved from one application/software to another. It occurs whenever legacy systems are being replaced or augmented by new applications/processes.
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Mock/Test Migration:
- Mock migrations are performed prior to the final data conversion; clients must examine data conversion for accuracy.
- Vertican provides guidelines for laying out the means and steps necessary to review data for integrity.
- The client must review mock migration data within 30 days of delivery. Any mapping errors must be communicated to Vertican within this timeframe. Failure to do so will cause a delay in the estimated Go-Live timeline and potential problems once the product is Live.
- Data mapping issues identified during this phase will be covered under the normal migration SOW at no additional cost to clients.
- Any data issues discovered after the mock migration data review phase could:
- Disrupt the system go-live timeline.
- Require a new SOW to cover necessary changes.
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Final Migration Data Review:
- After Vertican has completed the data migration, the client must review data integrity prior to accepting the Final migration.
- Once the system goes into production, any data repair/mapping modification will be charged at our rushed programming rate under a separate SOW.
vPortal Dashboard > vStore
Select Professional Services
Choose Web Based Training or Web Based Consulting and select the number of hours you wish to purchase.
Client Success will be able to give a quote of estimated time for a specific service.
Read and accept the Terms and Conditions by putting a √ next to I Agree.
Answer the optional question.
To help us better prepare, please select the product you will be using the Professional Services for (Optional):
Click the [Add to Cart] or [Proceed to Checkout] button.
To see what Professional Services you’ve ordered, click on My Vertican from the main Dashboard.
From the left navigation menu, click on My Services to see Hours Purchased, Hours Used, and Hours Remaining.
