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LabTech Implementation Statement of Work

Rev. Date: 9/20/16 LabTech Software, LLC – Implementation SOW

General Terms PARTIES This Statement of Work (“SOW”) is between ConnectWise, Inc., located at 4110 George Road, Suite 200, Tampa, FL 33634 (“ConnectWise”), and Partner, (“Partner” or “You” or “Your”) and specifies terms and conditions which apply to Services that ConnectWise will provide to Partner. This SOW incorporates by reference the CONNECTWISE, INC. CONSULTING SERVICES GENERAL TERMS AND CONDITIONS located at www.connectwise.com/legal . Any capitalized terms used in this SOW shall have the meaning given in the CONNECTWISE, INC. CONSULTING SERVICES GENERAL TERMS AND CONDITIONS unless otherwise provided herein.

OVERVIEW Under this SOW, LabTech will provide to Partner technical services with respect to the LabTech software. This SOW is intended to outline the Services that will be necessary to create the Work Product that is described in the related ticket and/or quote and the delivery mechanisms that need to be put in place to execute on that plan. By using LabTech® Software’s consulting services, you agree to the terms outlined in this document, regardless of any other prior representations. Any addition to the deliverables defined in this document will require a change control request to be approved by both parties. Any deliverable defined in this document may be waived in writing and is not exchangeable for other services. Such written communication is required to be noted in the project Communications Ticket.

Standard Implementation Package Summary

QuickStart Bronze Silver Gold Package Includes: Kick-Off Session LabTech Installed ScreenConnect Integration ConnectWise Integration* AutoTask/Tigerpaw Integration*

Agent Deployment Monitoring with Ignite Automation Windows Patching Ticket Throttling Wrap Up Call Topic Sessions Q & A Session Elective Hours Sessions 3 6 8 7-11

* LabTech will only integrate with a single PSA solution.

http://www.labtechsoftware.com/

http://www.connectwise.com/legal



TABLE OF CONTENTS

General Terms .................................................................................................................................... 1

Scope of Work .................................................................................................................................... 3

Project Management ......................................................................................................................... 4

Project Resources .............................................................................................................................. 6

Commitments .................................................................................................................................... 8

Implementation Deliverables ............................................................................................................ 8

Summary of Work ............................................................................................................................ 10

Session Summaries .......................................................................................................................... 13

Definitions / Terminology ................................................................................................................ 16

Acceptance ....................................................................................................................................... 17




Scope of Work

The LabTech® Implementation is designed to get a new LabTech® Partner up and running with their new software as quickly as possible utilizing LabTech’s Best Practices. This project will provide instruction on the basic operations and configurations to use LabTech®. The following document is intended to outline the Scope of Work that will be necessary to implement LabTech®, the delivery mechanisms that need to be put in place to execute on that plan, time lines and the costs associated with such an effort. The time lines and associated costs with the Scope of Work are best estimates based on the information that was available at the time of the scoping effort. The remote hours and onsite days for this scope of work are outlined in the quote provided by your Sales Representative if applicable. The list below includes the modules and functions that could be covered in the Scope of Work.

Getting Started

Client and Location Management

User Creation

Web Control Center

Agent Deployment

Network Probe Configuration

Service Plans

Monitoring

Alerting

Automation – Searches, Groups and EDFs

Windows Patching

A/V

Backup

Ticket Throttling

Topic Sessions

Elective Hours

Wrap Up




Project Management

SOFTWARE CONSULTANT The LabTech Software Consultant is the primary point of contact and will manage all project related tasks throughout the implementation. LabTech Software Consultants are not dedicated to single implementation projects. This may have an impact on the response time and availability to respond, complete work and schedule meetings.

STATUS REPORTS & COMMUNICATIONS Communications will primarily occur via the ticket. To communicate with the assigned resource(s), reply to the ticket notification email(s) and the assigned resource(s) be notified. You may also update the ticket using the Customer Portal. The LabTech Software Consultant will communicate the status of the projects when (a) there are significant changes, (b) milestones are met and (c) recaps of each session will be documented in post session communication emails. Specific status meetings may be scheduled based on project needs and availability of time in the project. If there is a need for detailed documentation of what was covered in the session or to have a recording of the session that is the responsibility of partner.

RESCHEDULING When rescheduling is required, the LabTech Software Consultant will communicate any change in status that could cause a risk to the project timeline and will work with the partner project team to reschedule based on availability. Rescheduling is strongly discouraged because it directly reduces ability to successfully complete your implementation in a timely manner. It is important that Partner be prepared for each session by completing tasks such as data entry and coursework that has been assigned by the Software Consultant. All rescheduling of sessions should be requested up to 24 hours before your scheduled session. If re-schedule occurs after a missed meeting*, your project could potentially be placed on hold or cancelled. * Missed meetings are defined as being absent from a scheduled GoToMeeting™ by 15 minutes or more after the start time without notifying LabTech in advance. If three (3) meetings are missed, then the project will be placed “On Hold” and be rescheduled depending upon availability. * PLEASE NOTE: Persistent missing or rescheduling (more than THREE meetings) may result in project cancellation.

LEAD TIME & SCHEDULING The LabTech Consulting team will provide an estimated lead time to start the engagement based on current work load. This is an estimate; the engagement may start or be completed in less or more time than estimated. A start and/or completion date is not guaranteed or implied. Various issues, questions, etc. that arise during the engagement may cause rescheduling or delay the start and/or completion of an engagement.

ISSUE MANAGEMENT Issues should be communicated to the LabTech Software Consultant. The LabTech Software Consultant will document the issue or risk and work with the appropriate LabTech colleagues to address the issue. Any change to status or scoping of the project will be communicated to the partner project team.

BILLABLE TIME All time related to this engagement is billable. This includes but is not limited to email communications, scoping, re-scoping, phone calls, project management, status meetings, research, development, consulting and training.


http://www.connectwise.com/portal



OUT OF SCOPE Any initiative that is uncovered this is not defined in the Statement of Work or Business Review and will cause an overrun to the scope/budget of the project will be considered out of scope.

PROJECT CLOSURE A project closure will occur and the following items will be communicated:

Future Release Process

Role of the Customer Service department is and how to contact them

Role of the Partner Support department is and how to contact them

Role of your Account Manager and how to contact them

How to complete the Project Completion Survey




Project Resources LabTech will assign a Software Consultant to lead the implementation project. Additional LabTech resources may be assigned as needed to aid in the implementation.

LABTECH RESOURCES

Software Consultant • Manages, reviews and revises the LabTech project work plan It will include high level partner tasks. • Completes implementation and configuration of your LabTech Server • Provides status reports as agreed upon by the Project Team • Brings issues to the Project Team • Manages LabTech Project Resources • Monitors compliance with statement of work and deliverables • Documents and manages issues • Responsible for bringing project to closure • Reports to the Consulting Team Manager

Implementations Team Manager • Directs and manages implementation projects • Manages escalations from partners and Software Consultants • Provides help as needed to Software Consultants to aid in project delivery • Reports to Director of LabTech Consulting

Director of LabTech Consulting • Directs all implementation projects, consulting engagements for LabTech Software • Manages escalations from Implementation Team Manager • Reports to Vice President of Services and Education at ConnectWise.

Welcome Team • Manages the partner onboarding process • Manages the gathering of required documents for installation in database configuration

Technical Support Analyst • Provides support as needed during implementation • Provides support post implementation • Escalates support issues to support supervisors and development

PARTNER RESOURCES

Project Manager • Manages project from partner perspective • Communicates with LabTech Software Consultant • Manages partner project team • Manages partner project schedule • Escalates questions and issues to LabTech Software Consultant • May be the same resource as the LabTech Administrator




LabTech Administrator • Is expected to attend all unless approved by the LabTech Software Consultant • Will become the LabTech expert & champion • Must complete LabTech 101 on the University

Key Stakeholders • Must attend all sessions related to their functional area • Responsible for communicating their business processes for their functional area • Responsible for training team members of their functional area • Responsible for testing for their business processes in their functional area

Project Resource • Manages specific aspects and tasks of the project • Works with LabTech

End User • Responsible to complete University Major according to their role • Responsible to attend training and provide input to project stakeholders




Commitments

Our Commitment to You LabTech Software will provide you with a team to ensure the successful completion of the project. This includes

coordinators from the Welcome Team for scheduling as well as experienced, qualified LabTech Software consultants to perform the services purchased. After Phase 3, LabTech Support will also be available.

LabTech Software will provide the LabTech application and the components required for function excluding database software. LabTech Software will also perform any necessary configurations of the operating system for the application to run successfully.

LabTech Software will provide all deliverables described in this Statement of Work (SOW).

LabTech Software will provide written communication and documents through the project Communications Ticket.

LabTech Software will make all efforts to keep to the project schedule and milestone projections. Occasionally an emergency circumstance, communications or technical issue may interfere with a scheduled meeting; in those cases, we will notify you as soon as possible if a need to reschedule should arise.

LabTech Software will provide a method of feedback for each consultation session.

Your Commitment to Us Provide a LabTech Administrator as the primary contact who will be responsible for the project in your company.

Complete the LabTech Essentials Training online in the LabTech University or have completed qualified training (e.g. LabTech Live Boot Camp).

Complete the Discovery Document fully to the best of your abilities and return it to the LabTech Welcome Team coordinator. The Discovery Document includes the necessary server requirements, router and firewall configurations that need to be set prior to the project kick-off meeting with your LabTech Software consultant.

Have a clean server that meets the requirements as laid out in the Discovery Document. o This is only applicable to Partners that are not utilizing LabTech hosted services.

Provide Remote Desktop Protocol (RDP) access (must be configured before project can begin). o This is only applicable to Partners that are not utilizing LabTech hosted services.

Read through the documents we send you and ask questions if there is anything you do not understand.

Provide ample time for the project primary contact at your facility to keep their meetings with the LabTech Software consultant and to complete the project requirements.

When able, please provide one (1) business day notice to reschedule any meeting. We understand that emergency circumstances come up as is the nature of the IT services business and one-day advance notice is not always possible.

Missed meetings are defined as being absent from a scheduled GoToMeeting™ by 15 minutes or more after the start time without notifying LabTech in advance. If three (3) meetings are missed, then the project will be “Closed” or placed “On Hold” and be rescheduled depending upon availability. Persistent missing or rescheduling (more than THREE meetings) may result in project cancellation.

Partner acknowledges and agrees that LabTech shall not be obligated to provide technical support for non-LabTech software, LabTech software that is not used in accordance with the product documentation, modifications to the LabTech software, any code not part of the base LabTech software product functionality (including Work Product provided by LabTech Consulting Services, you or any third party) or problems associated with software products running on unsupported hardware, operating systems, or third party software. Any such service may be available on a fee basis, as determined by LabTech. Consulting services are not provided as part of LabTech Support. LabTech Support does not include consulting services including, but not limited to, performing deployments, creating reports, installations or roll-outs.

Implementation Deliverables




The LabTech Software Implementation packages are intended for new LabTech Software clients. The LabTech Software Consultant will download, install, configure, and verify the proper functionality of the client’s LabTech server in accordance with LabTech Software’s recommended best practices standard. In order to benefit from this powerful client management tool, as quickly as possible, the LabTech Software Consultant will also familiarize the client with the most common functionality of their new LabTech system. Here are all the deliverables based on project. Not included in this project:

The purchase, installation, and integration of an SSL Certificate is not included in this project.

The consultant may do some troubleshooting of issues at his discretion; however, he may defer the issue to LabTech support. Extensive troubleshooting of technical issues is outside the scope of the project.

If you require additional training or services not listed as part of this SOW, please contact your account manager to inquire about other services offered by LabTech Software.

PROJECT DURATION All LabTech Implementations EXPIRE at 365 days after purchase. All Implementation projects are expected to be completed within 90 days after Kickoff. The project will be considered closed with a completion call after all remaining sessions have been completed. Prior to the Project Kickoff meeting being scheduled, the LabTech client must complete and return any and all project documentation to their Onboarding Coordinator. A LabTech Software Onboarding Coordinator will then contact you and run a test to verify the RDP connection to your LabTech server and schedule the Kickoff Meeting with your LabTech Software Consultant.

METHOD OF DELIVERY All work completed by the LabTech Software consultant will be performed remotely via Remote Desktop Protocol (RDP) direct to your LabTech Server. The LabTech client must provide a primary point of contact and resource as described in the Project Discovery Document to participate in the scheduled meetings by way of LabTech Software hosting Citrix GoToMeeting™ sessions that will be setup by the LabTech Software Consultant. To facilitate the software installation and configuration required for this project, a custom LabTech agent will be temporarily installed on your LabTech server and a local administrative account created. At the conclusion of this project the agent will be uninstalled and the account deleted. Sessions can be recorded by the partner for future reference if desired. Please notify your LabTech Software Consultant verbally at the start of the session that you would like to record the session. Note: You will need the full GoToMeeting Client in order to record sessions. Should you opt out of session recordings, you waive the right to dispute the provided services. Written correspondence will be done through e-mail via the e-mail thread of the LabTech Software project ticket (communications ticket).

PROJECT COMPLETION METHODOLOGIES




Our implementation methodology follows the principals of a traditional approach for Quick Start, Bronze, Silver and Gold which attempts to understand every requirement before the project begins and forces an inflexible project plan to accommodate the assumed requirements. This is designed to fast track new partners to leveraging LabTech with minimal variance from best practices. All other implementations follow the principals of Agile Project Management. This method is an adaptive and collaborative approach which reduces delays and time in establishing requirements, planning and managing the project. Each business is different and all businesses discover their true needs as the project unfolds. The Agile methodology allows us to "peel back" the real needs of the business as they unfold and focus on the business processes that are in greatest need of a best practice path. Stakeholders are shown best practices and select from several ways to implement those best practices into the business through LabTech. The LabTech Software Agile Project Management Methodology means working from an initial work plan developed from successful implementations that follow best practices. The work plan is phased with a series of tasks conceived and executed as the situation demands. Flexibility in the work plan allows for the project to quickly adapt to changes and modify tasks to accommodate new discoveries and changes in scope. If you are interested in an Agile project which allows for customization of scope, please reach out to your account manager as a Standard implementation may not be your organization’s best fit.

Summary of Work The implementation will be handled in the following manner leveraging Project Work Phases:

- Discovery - Kickoff - Installation - Agent Deployment - Consulting (Further details can be found in Session Summaries) - Project Completion Call

_____________________________________________________________________________ As part of the LabTech Implementation project, LabTech Software will be responsible for performing tasks throughout various stages of the project. LabTech Software will have full access and have all necessary rights to install the software. The following is a list of the tasks that will be performed, which will result in the successful completion of this project: Phase 1: Discovery Performed by the LabTech Software Welcome Team coordinators and the LabTech partner

LabTech Software Welcome Team coordinators to send a welcome e-mail to the LabTech partner, including the Discovery Document

LabTech Software Welcome Team coordinator to get partner setup for training with user login support

LabTech partner to complete the online training as outlined in the welcome e-mail

LabTech partner to return the completed Discovery Document

LabTech Software Welcome Team coordinator will test the RDP and schedule the project meetings with a LabTech Software consultant.




Phase 2: Kick-off Scheduled by the LabTech Software Welcome Team coordinator, the Kick-off meeting is held with the LabTech partner and the LabTech Software consultant. (Included in Bronze, Silver and Gold)

LabTech Software Consultant will check the server’s prerequisite setup for configuration of LabTech.

Hold the kick-off meeting which is approximately 30 minutes in length

Set expectations of the project in accordance with the Statement of Work (SOW)

Verify the partner prerequisites have been met in accordance with the Discovery Document.

Review the Discovery Document with the partner

Cover the timelines for the project

Review scheduled meetings and adjust as necessary Phase 3: Install/Configure/Validate Work to be performed by a LabTech Software Consultant. During this phase of the project, a LabTech Software Consultant will have full access and have all necessary rights to install the software. The LabTech Software Consultant may at any time during this process stop and start services, restart the server and perform any other actions deemed appropriate. It is recommended that the client not log on to the server until directed by a LabTech Software Consultant. 3.1 - Install/Configure

Verify that the server meets requirements

Configure server to LabTech Software best practice guidelines

Finalize installation of the LabTech application & required components and configure basic settings

Include the specifications detailed in the Discovery Document 3.2 - ScreenConnect Integration This optional task requires that the partner has a qualified system ready for install and integration. Partner must provide discovery document.

ScreenConnect integration completed by the LabTech consultant with information obtained from the Discovery Document.

3.3 – ConnectWise PSA Integration (AutoTask and TigerPaw with Silver or Gold Implementation) This optional task requires that the partner has a qualified system ready for install and integration. Partner must provide discovery document.

PSA integration completed by the LabTech consultant with information obtained from the Discovery Document.

NOTE: The setup defined in the Discovery Document must exist in ConnectWise before the integration can be performed.

3.4 - Validate Server

Validate server meets best practice standards

Access to 24-hour Support Services for support related issues is granted after this point. Phase 4: Agent Deployment Meetings to be held with the LabTech Software consultant and the partner. Total time in the Deployment Phase is one hour.




4.1 - Agent Deployment (Included in all Project Offerings)

Hold pre-deployment meeting and demonstrate and discuss agent deployment methods (1 hour)

Consultant to demonstrate to the partner how to create and configure a LabTech network probe Phase 5: Consulting / Training Sessions to be held with the LabTech Software consultant and the partner. 5.1 – Monitoring with Ignite™ (Included in all Project Offerings)

Consultant will provide training and consulting on best practices functionality for Onboarding Clients in LabTech. This session includes discussions regarding pre-configured Ignite™ components used in the Onboarding process. (1 hour)

5.2 – Automation (Included in Bronze, Silver, and Gold)

Consultant will provide training and usage concepts for the Auto-Join process in LabTech to assist understanding of Automation in LabTech. Those concepts will include searches, groups and EDFs. (1 hour)

5.3 – Windows Patching (Included in all Project Offerings)

Consultant will provide training and consulting on best practices functionality regarding patching. (1 hour) 5.4 – Ticket Throttling and Alert Templates (Included in Bronze, Silver, and Gold)

Consultant will provide training and consulting on best practices functionality regarding effective use of alerts and templates in LabTech. This will also provide guidance on Ticket configuration. (1 hour)

5.5 – Additional Topic Sessions (Included in Silver, and Gold)

Consultant will provide direct configuration to some ticket throttling as per Partner’s request. This will assist in better aligning alerting with Partner’s business. (2 hours to 4 hours)

5.6.1 – General Q & A (Included in Gold)

Consultant provides entirely configured ticketing as per Partner’s request. This varies from Intermediate in that there is increased duration to further cover ticketing configuration. (1 hour)

Phase 6: Implementation Wrap Up Project Closure meeting to be held with the LabTech Software consultant and the partner. 6.1 – Project Completion Call (Included in Bronze, Silver and Gold)

This is a project completion call to close any remaining issues in regards to this project and confirm successful implementation. (1 hour)




Session Summaries The listings below outline the topics that are usually discussed during the implementation training sessions. The content of each session topic and the number of sessions needed for each specific topic is dependent on your specific business processes and the extent of the setup required to support the business process. These sessions may be delivered remotely or on-site depending on the plan put forth by the Software Consultant and the partner implementation team. Sessions must be attended by the Partners Project Manager and any stakeholders that are familiar with current processes and the ability to make decisions on the particular topic. Any assigned homework must be completed prior to the next scheduled session date. Any homework not completed on time can potentially jeopardize your Go-Live date.

GETTING STARTED WITH AGENT DEPLOYMENT (Included in all offerings) In this session we will review how to get started with LabTech. We demonstrate what is required to create fully permissioned users that can leverage both the LabTech Control Center and your LabTech Server’s Web Portal. Once we have familiarized you with the LabTech Control Center we then present how to navigate and create Clients and Locations. This leads to our demonstration on Agent Deployment methodologies. Some of the main areas reviewed during this session include but are not limited to the following:

Logging into the LabTech Control Center / Web Portal

Getting Started

User and Class Permissions

Clients

Locations

Branding

Agent Deployment o Creating Agent Installers MIS / EXE o Configuration Network Probe o Discussion on Agent Deployment methodologies.

MONITORING WITH IGNITE™ (Included in all offerings) This session will familiarize you with Ignite™ in LabTech. Ignite™ provides out of the box automation according to industry best practices. We will demonstrate what Ignite™ leverages to monitor Clients so that you can manage and modify to meet your business need. This would include how to configure a Client location for Ignite, modify monitors to match your business needs and how to modify alerting on those Service Plans utilized by Ignite™. The main areas reviewed during this session include but are not limited to:

Ignite

Selecting Service Plans and Enabling Onboarding

The Onboarding Group

Service Plan Groups o Scheduled Scripts o Internal Monitors




o Remote Monitors

Server Role Groups

Default Alert Templates

Ignite Tabs

AUTOMATION (Included in Bronze, Silver, Gold, Diamond and Platinum) In this session we will go through, in detail, what we mean by Automation in LabTech. We will demonstrate how Automation functions inside of LabTech and how you can create your own example of Automation. Through the use of Extra Data Fields, Searches and Groups we can have any agent in your environment complete automated tasks such as install Anti-Virus, update Applications or complete Scheduled Tasks. The main areas reviewed during this session include but are not limited to:

Automation

Extra Data Fields o Additional Fields o EDF’s

Searches o Current

Keyword Inventory Advanced

o Legacy

Groups o Structure o Templates o Master Groups o Maintenance Mode o Permissions

WINDOWS PATCHING (Included in Bronze, Silver, Gold, Diamond and Platinum) In this session we cover how to configure Windows Patching in LabTech. We configure one of your client locations to match your patching policies. We will demonstrate how to approve Patches to be installed on your Clients. We also explain some of the common misunderstandings with Windows Patching in LabTech. The main areas reviewed during this session include but are not limited to:

Prerequisites o WSUS o Third-Party patch handling

Configuration of Location

Patch Control Groups

Agent Template Settings o Patch Install Windows o Patch Reboot Windows o Patch Mode




Patch Manager

Automated Patch Approvals

Patch Ticketing

Exclusions

TICKET THROTTLING AND ALERT TEMPLATES (Included in Bronze, Silver and Gold) In this session we will discuss ticketing in LabTech. Under default settings, Ignite™ monitors can cause high “ticket noise” or create tickets at a very high frequency. Specifically, we will review common ticket items that are not needed in some Partner environments and make suggestions on how to manipulate ticket volume. The area reviewed during this session include but are not limited to:

Common High Frequency Tickets o Auto Stopped Services o Sensor o Unclassified Software o Blacklisted Software o Offline Server false positives

Alert Templates o Alert Actions o Schedule o Diversion

TOPIC SESSIONS (Included in Silver and Gold) The topic sessions included in our Silver and Gold Implementations provide another option to receive personalized consulting based on your specific needs. Our experienced and knowledgeable team of consultants will work with you and your team to gain a deeper understanding of how to maximize your use of all that is possible with LabTech. Sessions are scheduled as one hour blocks. We conduct interactive sessions with your technicians to cover vast array of topics and demonstrate proper and efficient use of your LabTech platform. Please see your Software Consultant details.

GENERAL Q & A (Included in Gold) This session will provide a stronger understanding of Ignite within LabTech and provide additional insight to the configuration of Ignite outside of the area already discussed. This session also provides you the opportunity to ask any questions regarding LabTech specific topics. No third-party or non-LabTech discussion.




Definitions / Terminology

Account Manager www.LabTechsoftware.com/accountmanager Agent A software agent is a piece of software that functions as an agent for a user

or another program, working autonomously and continuously in a particular environment. In regards to LabTech, we are referring to the LabTech agent, which is deployed onto client computers and devices in order to manage and monitor those computers and devices remotely.

Contract Agreement or quote signed by the LabTech partner as approval for the purchase of software or services.

Discovery Document This is an Excel workbook that will be emailed to you once you have signed the agreement for this engagement.

LabTech Ignite™ Configuration of best practices involving monitoring, ticketing and patching developed by LabTech Software. LabTech Ignite™ provides out-of-the-box best practices in the form of pre-configured scripts, monitors, groups, alerts, searches, templates and a host of pre-established, automated processes that will empower any managed service provider (MSP)—big or small—to get up and running very quickly and very efficiently.

LabTech Welcome Team coordinator

The LabTech Welcome Team provides new LabTech partners with a single point of contact to help getting started with LabTech Software Training and Consulting Services, as well as with customer portal and LabTech University login. Every new LabTech partner is contacted by a dedicated Welcome Team coordinator who will guide them through getting started with LabTech after their initial purchase. Phone: 1-877-522-8323, option 5 Email: [email protected]

LabTech Server This term refers to the partner’s server/infrastructure on which the LabTech server software application is installed.

LabTech Support This term refers to the Support Department within LabTech Software LLC. Location / Subnet Locations in regards to the LabTech RMM software are per Subnet. Each

subnet is considered one (1) location. A location may have multiple network nodes and a LabTech agent installed on each qualified node. A subnetwork, or subnet, is a logically visible subdivision of an IP network. The practice of dividing a network into two or more networks is called subnetting. All computers that belong to a subnet are addressed with a common, identical, most-significant bit-group in their IP address.

MSP A managed service provider is a person or organization that accepts and provides managed services. Managed services is the practice of outsourcing day-to-day IT management responsibilities as a strategic method for improving operations. This can include outsourcing production support and lifecycle build/maintenance activities. The person or organization that owns or has direct oversight of the organization or system being managed is referred to as the client or customer.

Partner This term refers to you the customer, your entity in its entirety. In some instances, this may be the technical lead assigned by the corporation to this project, the corporation itself, or any corporate resource(s).

Project Start Date For the purposes of this Scope of Work, the project start date is the date of your scheduled kick-off meeting with your LabTech Software consultant.




PSA Professional Services Automation software (PSA) is designed to assist professionals such as lawyers, auditors, IT consultants and other professionals with project management and resource management for client projects. These features are often integrated with accounting, Customer Relationship Management (CRM) systems and payroll systems in order to improve efficiency of overall operations.

RDP Remote Desktop Protocol (RDP) is a proprietary protocol developed by Microsoft® which provides a user with a graphical interface to another computer over a network connection. The user employs RDP client software for this purpose, while the other computer must run RDP server software. RDP is a secure method of access when properly configured and uses RSA’s RC4 encryption cypher. Microsoft has a number of articles on how to properly configure RDP for secure access.

RMM Remote Monitoring and Management (RMM) is a collection of information technology tools that are loaded to client workstations and servers. These tools gather information regarding the applications and hardware operating in the client’s location, as well as supply activity reports to the IT service provider, allowing them to resolve any issues. RMM usually provides a set of IT management tools such as trouble ticket tracking, remote desktop monitoring and support and user information through a complete interface.

Training This term is used to describe the LabTech Training regimen developed by the LabTech Training Department. It includes (but is not limited to) LabTech University, LabTech TV, virtual training via webinars and LabTech Boot Camps.

Disclaimers

- GoToMeeting™ is a registered trademark of Citrix® Online.

ACCEPTANCE IN WITNESS WHEREOF, the Partner has caused this Agreement to be executed by its duly authorized

representative. I acknowledge that I have read and agree to this Statement of Work.

Signature: Date:
