Statement of Work

LabTech Implementation Silver

LabTech Software
4110 George Road
Suite 200
Tampa, FL 33634
US Direct: 813.397.4600
UK: 0844.544.1690
AUS: 3.8652.1797
www.LabTechsoftware.com

www.LabTechSoftware.com

Contents
Section 1 - Executive Summary......................................................................................................... 3
Section 2 - Introduction/Background ................................................................................................. 4
Section 3 - Commitments................................................................................................................... 5
Section 4 - Scope of Project ............................................................................................................... 6
Section 5 - Project Duration............................................................................................................... 7
Section 6 - Method of Delivery ......................................................................................................... 8
Section 7 - Summary of Work ........................................................................................................... 9
Section 8 - Definitions / Terminology ............................................................................................. 12
Section 9 - Acceptance..................................................................................................................... 15

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SECTION 1 - EXECUTIVE SUMMARY

Welcome to LabTech Software consulting and implementation services. LabTech Software
develops the only remote monitoring and management (RMM) platform designed by a managed
service provider (MSP) for MSPs.
This project is designed to get a LabTech server installed and configured to LabTech best
practices and to provide instruction on the basic operations and configurations to use the
software.
By using LabTech Softwares 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.
Project Duration: The Silver Implementation project is designed to take from 10-20 business
days to complete, not including weekends and holidays.
Project Hours: 9 hours of consulting sessions; includes 3 (three) 1-hour post-implementation
follow-up consulting sessions where applicable.*
Requirements:
Newly formatted Microsoft server (please see prerequisites for more information)
Network access to the server
Discovery Document completed and returned by the partner prior to project kick-off
meeting with your assigned LabTech Software consultant.
Deliverables:
Partner access to online training
LabTech server software and components installed and optimized
Partners LabTech software configured to meet LabTech Software best practices
Verification / validation of the LabTech server
PSA integration (where applicable, ConnectWise or Autotask only)
LabTech agent deployment methods demonstrated and reviewed
Onboarding session (two hours consulting and demonstration of LabTech Ignite)
1-hour project wrap-up session with your LabTech Software consultant
Project signoff and review with a senior LabTech Software consultant
Post implementation project for three 1-hour consulting sessions*
Milestones: Below is a typical timeline of the LabTech Silver Implementation project:
In Business Days / Showing Day 1 as kick-off Meeting
Phases
<prior>
D1
D2 D3
Phase 1: Discovery
Phase 2: Kick-off
.5 hr
Phase 3:
Install/Configure/Validate
Phase 4:
Deployment/Consulting
Phase 5:p Closure
Phase 6: Follow Up

D4

D5

D6

D7

D8

D9

D10

D11

D12

D13

D14

D15

TBD

5 hr
1 hr
3 hr

*Restrictions apply the post implementation project may be granted if within 90 days of the contract signing.

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SECTION 2 - INTRODUCTION/BACKGROUND
The business objective of the partner is to implement the LabTech server in a trusted environment
and acquire the basic skills to manage their Clients computers through this system.
The Implementation project is designed to get a LabTech server installed and configured to
LabTech best practices and to provide instruction on the basic operations and configurations to
use the software. This project allows a new LabTech partner to be up and running with their new
software as quickly as possible.
The goal is to get your new LabTech server installed, configured and running with all necessary
components to provide a solid, proven foundation with LabTech agents deployed to your clients
before the end of the consulting project. In addition, it is LabTech Softwares intention to have
instructed and demonstrated the softwares most commonly used features to the point that the
partner is comfortable performing the basic functions on their own.
At LabTech Software, we believe that providing outstanding professional services should be an
integral part of our companys offering. Your success is also our success, so we make every effort
to provide efficient and affordable professional services through expert trainers and consultants to
help you fast-track your investment in the LabTech RMM platform.

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SECTION 3 - 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 ensure that resources are available to complete the work tasks and
hold the meetings per the project timeline.
LabTech Software will provide the LabTech application and the components required for it
to be installed and run. 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.
Provide Remote Desktop Protocol (RDP) access (must be configured before project can
begin).
Read through the documents we send you and ask questions if there is anything you do
not understand.
Providing feedback through returning surveys is appreciated.
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 placed On Hold and be rescheduled
depending upon availability.
Rescheduled meetings: The LabTech Software consultants time is scheduled out weeks
in advance and their time blocks are full. If you have to reschedule three (3) or more
meetings, the project will be placed On Hold for completion at a later date. A project
returned from an On Hold status will be rescheduled at next availability and there is no
guarantee that it will be assigned to the same LabTech Software consultant.
Please note: persistent missing or rescheduling (more than three meetings) may result in
the final three (3) hours being deducted from the backend of the project.

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SECTION 4 - SCOPE OF PROJECT

Included in this project:
Introductory information about LabTech, including access to online training (sent by
Welcome Team coordinators).
A 30 minute kick-off meeting to review prerequisites.
Installation of the latest published build of LabTech Software Server.
Installation and optimization of the LabTech database
Configuration of the LabTech Server according to LabTech Software best practices.
PSA integration of LabTech with ConnectWise or Autotask (if applicable)
Verification / validation of the LabTech server
LabTech agent deployment method instruction and demonstration
Review of deployment during two post-deployment sessions
Onboarding (2 hours consulting and demonstration including LabTech Ignite)
1-hour project wrap-up session with LabTech Software consultant
Project signoff and review with a senior LabTech Software consultant
Post implementation project for 3 (three) 1-hour consulting sessions*
The consultant has specific topics that need to be addressed within the consultation sessions
during Phase 4 and Phase 5 of the project. Topics that are not covered during the project, such
as network device monitoring or scripting, may be addressed during the Post-Implementation
project phase if available.*
Not included in this project:
Services not listed in this statement of work (SOW) are considered outside the scope of
this project. Topics outside of the basic functionality of the LabTech system are
considered out of scope and will not be included.
Integration of the LabTech application with other software (e.g. AV, Backup, Voice
Messaging, Anti-Malware, Remote Control Software) is not included in this project.
The purchase, installation, and integration of an SSL Certificate is not included in this
project.
This project does not include the creation of custom scripts or monitors.
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.

*Restrictions apply the post implementation project may be granted if within 90 days of the contract signing.

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SECTION 5 - PROJECT DURATION

Period of Performance
The start date of the Implementation project is the date of the kick-off meeting.
In Business Days / Showing Day 1 as kick-off Meeting
Phases
<prior>
D1
D2 D3
Phase 1: Discovery
Phase 2: Kick-off
.5 hr
Phase 3:
Install/Configure/Validate
Phase 4:
Deployment/Consulting
Phase 5:Project Closure
Phase 6: Follow Up

D4

D5

D6

D7

D8

D9

D10

D11

D12

D13

D14

D15

TBD

5 hr
1 hr
3 hr

The LabTech Silver Implementation project is intended to be completed within 10 to 20 business

days after the project kick-off meeting. The timeline refers to business days and does not include
weekends and holidays.
The post-implementation follow up consulting sessions are scheduled outside of the project
duration and thus not restricted to the 10-20 business days.
Online training is not included in the duration and should be completed before the kick-off
meeting.
The Welcome Team will not schedule the kick-off meeting until the Discovery Doc is completed
and returned.
If meetings need to be rescheduled, the preferred dates of the rescheduled meetings will keep the
project completion within the intended duration timeline.

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SECTION 6 - METHOD OF DELIVERY

Place of Performance
All work completed by the LabTech Software consultant will be performed remotely via Remote
Desktop Protocol (RDP) direct to your LabTech Server.
All scheduled meetings are held by way of LabTech Software hosting Citrix GoToMeeting
sessions that will be setup by the LabTech Software consultant.
Written correspondence will be done through e-mail via the e-mail thread of the LabTech
Software project ticket (communications ticket).

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SECTION 7 - SUMMARY OF WORK

Project Work Phases
As part of the LabTech Silver 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, schedule the project
kick-off meeting with a LabTech Software consultant and initiate the preliminary
installation process.

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.
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
Schedule meetings or determine when meetings will be scheduled

Phase 3: Install/ Configure/ Validate

Work to be performed by LabTech Software. LabTech Software 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 partner not log on to the server until directed by the
LabTech 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

*To facilitate this process, a local administrative account is created on the server. This account is deleted at the
conclusion of the implementation project.

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3.2 - PSA Integration

This optional phase requires that the partner has a qualified PSA system ready for integration
Complete the PSA integration by the LabTech consultant with information obtained
from the Discovery Document and will be configured as per the Phase Work Plan
3.3 - 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: Deployment
Meetings to be held with the LabTech Software consultant and the partner. Total time in the
Deployment Phase is five (5) hours, which includes three (3) hours covering agent deployment
and two (2) hours of onboarding best practices using LabTech Ignite.
4.1 - Agent Deployment
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
Partner Participation:
In order to achieve successful deployment, the partner must be ready to perform the
following actions at this stage of the project. During this phase, the LabTech Software
consultant may grant access to the system to the partner and will instruct the partner on the
following:
Inputting client domain and/or local admin username and password for a location.
Having at least 2 machines at a location in a domain environment or having a common
admin userid.
Downloading an agent manually onto a partner machine to be a Network Probe

4.2 - Post Deployment Review 1

Follow-up on your LabTech agent deployment (1 hour)
Assistance with agent deployment or troubleshooting methods.
4.3 - Onboarding
Consultant will provide training and consulting on best practices functionality, including
monitors, groups, alerts, searches, pre-configured scripts and templates using LabTech
Ignite (2 hours)
4.4 - Post Deployment Review 2
Additional follow-up on your LabTech agent deployment (1 hour)
Assistance with agent deployment or troubleshooting methods.

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Phase 5: Project Closure

Wrap-up meeting to be held with the LabTech Software consultant and the partner. Project
signoff work to be performed by a senior LabTech Software consultant. Follow up scheduled
by Welcome Team coordinator.
5.1 - Wrap-up Meeting
This is a remote session of additional consulting to address questions related to
previously discussed topics. (1 hour)
5.2 - Project Signoff
Review of the configuration of the LabTech server
To be performed after the completion of the project wrap-up session, the partner will be
contacted by a senior consultant to review any final questions or issues in regards to their
implementation project.
If there are any issues, the senior consultant will review the issues to determine if a
LabTech Support handoff is needed via support tickets. If there are no outstanding issues
to be addressed the implementation phase of the project will be closed.
5.3 - Schedule Follow-up
Welcome Team to setup a new secondary project with the remaining three 1-hour
sessions of consulting time. The LabTech partner will have up to 90 days from the date of
their contract signing to use these remaining three hours.

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SECTION 8 - DEFINITIONS / TERMINOLOGY

Account Manager
Agent

Contract
Consultant

Discovery Document
LabTech Admin

LabTech Consulting
Services Department
LabTech Ignite

LabTech Welcome
Team coordinator

LabTech Server
LabTech Support

Rev. Date: 10/04/13

www.LabTechsoftware.com/accountmanager
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.
Agreement or quote signed by the LabTech partner as approval for the
purchase of software or services.
Refers to a LabTech Software consultant, who is an employee of
LabTech Software LLC with technical knowledge and training of use
and best practices of the LabTech remote monitoring and
management platform. The LabTech Software consultant may be
referred to simply as consultant.
This is an Excel workbook that will be emailed to you once you have
signed the agreement for this engagement.
The person designated as the LabTech system administrator at the
partners location. The LabTech Admin is the designated person at
your company to be in charge of managing the configuration of your
LabTech server. The LabTech Admin should also be the primary
contact for this project.
LabTech Software Consulting Department
Phone: 813-397-4600, option 4
Email: consulting@LabTechsoftware.com
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 preestablished, automated processes that will empower any managed
service provider (MSP)big or smallto get up and running very
quickly and very efficiently.
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: onboarding@LabTechsoftware.com
This term refers to the partners server/infrastructure on which the
LabTech server software application is installed.
This term refers to the Support Department within LabTech Software
LLC.

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Location / Subnet

MSP

Partner

Project Start Date

PSA

RDP

RMM

Statement Of Work

Rev. Date: 10/04/13

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.
A Managed Service Provider (MSP) 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.
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).
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.
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.
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 RSAs RC4 encryption cypher. Microsoft
has a number of articles on how to properly configure RDP for secure
access.
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 clients 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.
A Statement Of Work (SOW) is a formal document that captures and
defines the work activities, deliverables and timeline a vendor must
execute in performance of specified work for a client.

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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
- Autotask is a registered trademark of Autotask Corporation.
-

ConnectWise is a registered trademark of ConnectWise.

GoToMeeting is a registered trademark of Citrix Online.

If you have purchased the ConnectWise PSA system but it has not yet been setup, you can still get
PSA integration as part of the follow-up project explained in Phase 5.

The LabTech partner will have up to 90 days from the date of their contract signing to use any postimplementation consulting hours.

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SECTION 9 - ACCEPTANCE
ACCEPTANCE
Statement of Work Acceptance with Signature:
Prior to work being started, the partner must sign here to signify that they have read the
Statement of Work and agree to the terms of this project.
Please return the signed statement to your Welcome Team coordinator.

Project

LabTech Software Implementation Silver

Company

________________________________________

partner Signature

________________________________________

Printed Name

________________________________________

Title

________________________________________

Date

________________________________________

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