This knowledge base article will provide some insight when to contact Support for issues and when a Statement of Work (SOW) may be needed.
ESM Support may need to pull in additional resources to help resolve more complex issues.
For example, simple report requests (filters, date range, etc.) can be assisted by ESM Support.
More complex report requests (additional fields/columns, formulary changes, etc.) will most likely require an SOW.
The below chart is an example of what is included as part of your ESM Solutions subscription fee and when a Statement of Work (SOW) will be needed.
**Subject to Change**
| Feature |
Customer Support |
Professional Services |
| Adding a new catalog vendor | Y | |
|
Bid to purchase catalog - Troubleshooting |
Y |
|
|
Change Order setup |
|
Y |
|
Change Order troubleshooting |
Y |
|
|
Contract Mngt (Agiloft) Implementation |
|
Y |
|
Contract Repository Implementation |
|
Y |
|
Extract of Legacy Data |
|
Y |
|
Imports (users, accounts, non-catalog vendors) Troubleshooting |
Y |
|
|
Imports via FTP (new automated setup) |
|
Y |
|
Migration to New config (Icart-Full Purchase) |
|
Y |
|
New Admin overview/training |
|
Y |
|
Purchase Implementation |
|
Y |
|
Questions/how tos.. |
Y |
|
|
Reporter Implementation (basic training included with implementation) |
|
Y |
|
Reports - New |
|
Y |
|
Reports - Troubleshooting |
Y |
|
|
Review existing setup/configuration in ESM |
|
Y |
|
Source Implementation |
|
Y |
|
SSO new or changing providers (upgrades?) |
|
Y |
|
Storeroom Implementation |
|
Y |
|
Support for existing ERP/GL |
Y |
|
|
Support for adding new or upgrade of existing ERP/GL |
|
Y |
|
Training (Refresher, Train the Trainer, End User, Admins, etc.) |
|
Y |
|
Transaction cleanup - archive, delete, change status - where custom script is needed |
|
Y |
|
Workflow setup (Basic training included with implementation) |
|
Y |
| Workflow Rule Evaluation/Recommendation | Y | |
|
Workflow troubleshooting (existing) |
Y |
|
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