Service Description: Nuvolo Clinical Maintenance Setup Service

SKU Number: NUV-SERV-HTM and NUV-SERV-HTM-EM

Overview

Nuvolo’s Clinical Maintenance Setup package provides a best-practice approach to the out-of-the-box setup of Nuvolo. The fixed-scope engagement follows a pre-defined setup strategy to streamline the configuration process and focuses on a rapid time-to-value deployment.

Pre-Requisites

  • ServiceNow instance

Implementation Kickoff

The purpose of a kickoff meeting is for the teams to meet and review the implementation process. On or around the time of the kickoff meeting –

Nuvolo will:

  • Provide data templates to Customer for data collection and load.
  • Provide a list of appropriate self-paced learning content.
  • Review project plan with task dates and dependencies.
  • Review standard product configuration included in this Service Description.

Customer will provide:

  • Appropriate and knowledgeable staff to complete self-paced learning prior to kick-off and participate in the implementation.
  • One or more Nuvolo application administrator for each Nuvolo application as appropriate.
  • Customers network access process.
  • Customer deliverables as identified for the implementation as scheduled.
  • Sub production instance URLs.
  • Admin access to the ServiceNow sub-production instance(s) first week of implementation for Nuvolo implementation team.

Access Enablement

Access to Nuvolo applications and modules is controlled by defined roles included with each base application. Roles are assigned to groups and members of a group inherit the roles assigned to the group. Note that access to individual records and fields may be controlled by defined roles or informal roles based on the specific fields in the record.

Nuvolo will:

  • Review the Customer’s process in which it will create groups and assign group members to the production instance.
  • Provide standard roles for access to the application(s).

Organizational/Space Hierarchy

Nuvolo will:

  • Schedule a session to Review the Organizational/Space Hierarchy with the Customer.

Data collection and load

Data collection and load involves three (3) types of data as follows:

  • Transactional data: for example, work orders and related work ordercosts​.
  • Referential data: for example, assets, asset types, manufacturer, model, and location.
  • Metadata: for example, location types, work order types, resolution codes, etc.

All devices and up to three (3) years of work order historical data will be imported from the incumbent system into the application. Based on the number of assets in the source data, the data may be migrated from either spreadsheet templates (< 20,000 records) or from a SQL database (any number of records).  For each data set to be imported, Nuvolo and the Customer have the following responsibilities:

  • Nuvolo will review and explain the usage of the data within the Nuvolo application.
  • Nuvolo will provide the Standard Spreadsheet Data Templates to collect Customer data.
  • Customer will collect data from legacy system(s), if applicable, or create the data manually based on business needs.
  • Customer will analyze data collected for quality and ease of loading and provide any data cleansing or data sorting required.
  • Customer will consolidate the data (combine data into a single, central repository), if applicable.
  • Customer will normalize (eliminate redundancies in) the data
  • Customer will refine (correct anomalies in) the data.
  • Customer will map the tables and fields from the single, central repository into Nuvolo Standard Spreadsheet Data Templates with guidance from Nuvolo.
  • Nuvolo will import data using the completed Standard Spreadsheet Data Template with the standard transform maps and process.
  • Nuvolo will perform up to 3 diagnostic cycles to map the source data (up to 1000 records per table) to the Nuvolo target tables in the development instance.
  • Customer will import source data to the Nuvolo target tables in the test instance.
  • Customer will import all applicable source data to the Nuvolo target tables in the production instance.
  • Customer will perform validation cycles as needed on the imported data.

Device Inventory and Life Cycle Activities and Tasks x

Nuvolo will:

  • Setup device classifications (i.e. Asset Types, etc)
  • Discuss and enable asset onboarding work order generation if required.
  • Load (using template as defined in Data Collection and Load section) existing asset records.
  • Setup the device State Transition Configuration (STC) and State Definition (SD) – The STC is a Nuvolo specific design that will control the workflow within the application.
    • Review device STC and SD functionality included with the base Nuvolo software.
    • Review the Out-of-the-Box (OOTB) device onboarding and offboarding processes with the Customer
    • Using the device STC and SD functionality, configure the state definitions, state transitions and field visibility associated with each state for devices as agreed. Customization to the STC and SD functionality is not provided in this statement of work.
  • Setup the Risk Score
    • Confirm Risk Score cascades to imported Devices (Assets) through Asset Type as applicable. Customization of the Risk Factor functionality is not provided in this statement of work.

Work Order Management Activities and Tasks

  • Review the standard work order types, states and substates.
  • Review work order State Transition Configuration (STC) and State Definition (SD) functionality included with the base Nuvolo software.
  • Review the OOTB work order process with the Customer
  • Setup the device STC and SD – The STC is a Nuvolo specific design that will control the workflow within the application.
    • Review device STC and SD functionality included with the base Nuvolo software.
    • Review the OOTB device onboarding and offboarding processes with the Customer.
    • Using the work order STC and SD functionality, configure the state definitions, state transitions and field visibility associated with each state for work order as agreed.  Customization to the STC and SD functionality is not provided in this statement of work.
  • Load (using template as defined in Data Collection and Load section) or configure up to five (5) work order assignment rules (using the click to configure functionality) using the following parameters: Asset Type, Model, Department, Location, Asset, Work Order Type and Assignment group as agreed.
  • Configure the standard out of the box Work Order email notifications.
  • Configure Work Order parameters below:
    • Work Order Types
    • Work Order States and Substates
    • Work Order Resolution codes
    • Work Order Problem Causes
    • Work Order Symptoms
    • Itemized Cost Service Activities

Scheduled Maintenance

Nuvolo will:

  • Review Nuvolo’s scheduled maintenance functionality with Customer.
  • Review Customer’s current scheduled maintenance schedules and determine best approach to import current settings into Nuvolo’s Scheduled Maintenance architecture.
  • Review and configure the Scheduled Maintenance Settings for daily, weekly, and monthly work order generation and overrides.
  • Review Scheduled Maintenance interval parameters: Name, Work Order Type, Asset selection (Tag, Make-Model, Type) and overrides, assignment group and technicians and Maintenance Level Details (Frequency and Checklists.
  • Load the Scheduled Maintenance intervals (using template as defined in Data Collection and Load section) or configure up to 5 Scheduled Maintenance intervals using the click to configure functionality provided on the form.

Customer will:

  • Confirm Scheduled Maintenance works orders are generating as expected.

Checklist Management

Nuvolo will:

  • Review Nuvolo’s Checklist Management functionality and structure including:
    • Question parameters (Type, Default Value, Expected Answer)
    • Checklists (grouping of questions)
    • Checklist Rule parameters (Name, Stops, Asset Type, Model, Device, Work Order Type, Checklist type, Override, GxP)
  • Review Customer’s current checklists and determine best approach to import current checklists into Nuvolo’s Checklist Management structure.
  • Load (using template as defined in Data Collection and Load section) or configure Questions, Checklists, and Checklist Rules using the click to configure functionality provided on the form respectively.
  • Setup and configure up to three (3) Checklists.

Contract Management

Nuvolo will:

  • Review Nuvolo’s Contract Management functionality and structure including:
    • Contract types: Maintenance, Service, Insurance, Warranty and Purchase Contracts
    • Contract initiation
    • Contract renewal functionality (if applicable to contract)

Mobile Application for Technicians Activities and Tasks

The Nuvolo mobile application provides only specific technician capabilities. Any other application access will be available only in desktop version.

Nuvolo will:

  • Optimize the Schema for mobile
    • Table data will be configured, and schema optimization will be done to keep the data set download to the mobile device as small as possible and easily accessible. For example: Open work orders that were created less than 2 months ago.
  • Device Inventory
    • Verify the Device onboarding process and offboarding process to follows the workflow in desktop functionality.
    • Confirm technicians can create and update a device using the mobile app.
    • Configure the device (asset) form and list views.
    • Customer will confirm technicians can create and update a device using the mobile app.
  • Work Orders
    • Verify technicians can create, read, update, and close a work order using the mobile app.
    • Verify the work order lifecycle from newly created to closed.
    • Configure the work order form and list views.
  • Dashboards
    • Validate the out-of-the-box mobile dashboards are available and valid.

Customer will:

  • Install and configure the Nuvolo Mobile Application for each technician as needed from the Google Play Store and Apple App Store.

Portal Activities and Tasks

Nuvolo will:

  • Review the Nuvolo portal, portal elements, catalog items (request forms), and functionality included with the base Nuvolo software with the Customer.
  • Update the portal with appropriate Customer provided branding elements. These elements must be provided before the configuration is scheduled and is limited to:
    • Branding logo.
    • Color Scheme/page theme.
    • Background image and text.
  • Activate or de-activate the Nuvolo out of the box request form parameters as directed by the Customer.

Dashboards and Reporting Activities and Tasks

Nuvolo will:

  • Review the standard reports and dashboards included in the release implemented.
  • Update the report filter conditions provided by Customer for up to five (5) reports using standard reporting configuration options provided in out-of-the-box reporting application.
  • Update up to five (5) standard dashboards using standard dashboard configuration options.

User Acceptance Testing (UAT)

Nuvolo will:

  • Provide Customer with access to configuration documentation in Nuvolo’s SDLC instance.
  • Create functional test cases, required for testing user stories.
  • Package update sets and appropriate XML data and make available to the Customer for each Development Sprint.
  • Conduct daily check-ins with Customer to review UAT progress and document reported issues.
  • Review, prioritize, approve, and assign issues one of the following types:
    • Defect: There is a flaw with the configuration, which Nuvolo will correct.
    • Training: The issue is due to a tester misunderstanding of functionality and will be corrected via training/education.
    • Enhancement: The issue submitted is not functionality that was agreed upon and was therefore never configured and is out of scope.
  • Make every effort to remediate UAT defects within the UAT period and provide for enough time for the Customer to adequately re-test prior to go-live.

Customer will:

  • Migrate the update sets and appropriate XML data (i.e., configurations) made in Sub Production instance(s) to the Production instance.
  • Perform User acceptance testing (UAT) once configuration and unit testing has been completed.
  • Create data or records in UAT environment as need to facilitate UAT.
  • Manage Customer’s UAT resources and day-to-day operations.
  • Create end-to-end process testing plan.
  • Test/re-test remediated defects within 36 hours of notification.
  • Report issues and provide a description, steps to reproduce and/or video recording, and expected results for each issue discovered during the UAT daily check-in.
  • Building UAT use cases and leading internal resources through UAT.
  • Review defect list for accuracy.

Training

Nuvolo will:

  • Provide training sessions remotely via video conference facilities.
  • Review training scope and the final content to be included in training based on the Deploy stage configurations.
  • Create training PPT presentation and materials that reflect the client implementation. This material will provide the user with instruction on how to use their Nuvolo implementation to perform the functions of their job. This may include, for example, how to create work orders, onboard assets, search for specific devices, and other tasks.
  • Develop two (2) role-based user train-the-trainer model training curricula as follows:
    • Nuvolo application administrator curriculum covering general administration, reporting, and dashboards.
    • Technician/user curriculum covering how to use their Nuvolo implementation to perform technician/user functions such as how to create work orders and assets, search for specific devices, and other tasks appropriate to the implementation.
  • Perform training sessions for up to twelve (12) participants each.
    • One Nuvolo application administrator session with up to five (5) hours of customer facing training.
    • One Technician session consisting of up to five (5) hours of customer facing training.

Production Go-Live and Post Go-Live Activities and Tasks

Nuvolo will:

  • Coordinate schedule for production go-live date and time.
  • Provide go-live support to include documented deployment plan, side-by-side support as Customer migrates update sets and data into production with regular and mutually agreed upon check-in meetings during migration and regression testing.
  • Provide post go-live support (Hypercare) for one week to include daily check-in meetings, defect reports, and knowledge transfer to Customer Success team.
  • Coordinate a transition to Nuvolo’s Customer Success team.

Customer will:

  • Author Customer specific operational policies or work instructions.
  • Send the communication plan(s) as developed and scheduled.
  • Migrate update sets and data into production.

Change Requests

If there is a change in scope, assumptions, capability discovered during the implementation kickoff then Nuvolo will require a Change Request. Any Change Request signed by both parties shall be effective as of the date set forth therein (each, a “Change Order”).  Instances in which a Change Order shall be required include: (1) Customer’s requests for out-of-scope Services; (2) discovery of new information that requires an increase in the scope of Services; or (3) Customer’s failure to fulfill any of its responsibilities if such failure delays the Services or requires Nuvolo to incur additional time or costs in performing Services.

If the parties do not agree on a Change Order, the Engagement shall proceed as originally set forth. If, however, the existing Engagement or any specific Services cannot proceed without an executed Change Order, Nuvolo may suspend Services until the Change Order is executed.

Scheduled Timeline

The duration for the setup of the services outlined in this document is up to fourteen (14) weeks.

Delivery Terms

The duration of this deployment is up to fourteen (14) weeks. Any additional effort required related to complexity, scope or project duration will be subject to the change request process.

Any activities or tasks not specifically outlined in this Service Description are out of scope.

Nuvolo Access Requirements

Customer will provide access requirements and policies required of Nuvolo resources along with onboarding timelines prior to execution of this SOW. Customer acknowledges that all obligations of Nuvolo under this SOW will require Nuvolo (including any subcontractors) to have direct access to Customer’s ServiceNow sub- production instance(s). Administrative access will be required in the sub-production instance(s) only and at no time will Nuvolo have access to the production environment.

Services shall be preconditioned upon Nuvolo receiving such access and proportionately limited to the extent access is denied. Failure to provide timely access may result in timeline delays and costs increase as outlined in this SOW. Additionally, Customer acknowledges that Nuvolo will leverage a mix of onshore and offshore resources in support of the Engagement.