Xora Professional Services - INTERNAL
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Agenda
• Definition of Xora Professional Services
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Types of Services Provided
• How to Request Xora Professional Services
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Professional Services Request Process
Required Documentation
• Setting the Customers Expectations
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Turn around time
Cost
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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What is Xora’s Professional Services
• XPS will be able to provide your customer
with the following services:
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Custom Reports: A custom report defined by the customer
Custom Symbology (Map Icons): Replace the default map icons in the
Xora application with custom images
One Time Data Import / Export: Assistance loading or extracting
customer data to/from the system
System Configuration: Setting up the system to best suit the
customer’s needs
Integration Assistance: Integration consultation and testing /
development assistance
Training / On-Site Assistance: Specialized training or assistance
XPS Request Process
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How to Request XPS
• Requesting XPS
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It is the responsibility of the requestor to submit a
Professional Services Request (PSR) form to the Pro
Servs email address (prof_serv@xora.com)
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.
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
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XPS Request
• XPS will receive the request and analyze the
defined needs
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XPS may contact the Xora individual who submitted
the request for more information
XPS will contact the customer within 3 days after
receiving the request if more definition is required
If the request is approved, a statement of work (SOW)
will be produced and sent to the customer within 3
days of the approval
If the request is outside of XPS offerings, the
requestor will be notified by XPS
XPS SOW
• XPS will send a Statement of Work (SOW) to
the customer
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The SOW will be a definition of all the work to be
completed by the XPS team
The SOW will contain the start time and estimated
time of completion of the defined work
The SOW will contain the costs for the defined work
Once the customer signs and returns the SOW, work
will proceed based on the timeline defined in the SOW
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 Timeline
• Turn around time
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Based on the requested services, XPS will provide a
time for completion of requested work in accordance
with complexity of request and other projects
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
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XPS Order and Billing Process
• 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
xora_prime@xora.com
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XPS - Do’s and Don’ts
Do’s
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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
Don’ts
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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