New RMM or Backup Service contract procedures

New RMM or Backup Service contract procedures


New Services (RMM/Backup) contract procedures


These instructions assume the following: 


  • Customer has signed contract via DocuSign.


  • Customer has also signed the T & C (general consulting) agreement. Otherwise send this agreement via Docusign. 

I.  Create recurring service contract in AT for RMM and/or Backup so we can send customer the setup fee invoice


Alert
If a customer already has a monthly contract, you don't need to create a new contract unless the new contract has an annual commitment. You should instead add services to the current contract.


  • Create new recurring services contract:


   

1. Contract Period Type:     MONTHLY


2. Contract Name should start with Account name to make it easy to search for in AT. If it's an RMM contract, follow the account name with "Monthly Services." E.g: Joe's Diner Monthly Services.


3. If this is a managed services agreement and the customer is on help desk, select check box for Default Service Desk Contract.


4. Add setup fee as specified in agreement that customer signed (Look in client paperwork folder.)  (If the contract already exists (see orange box above), add the setup fee in the contract under "charges".)
5. Make start date the first of the month the contract services will begin in. 
6. Make end date as close as possible to 1.5 years into the future. We can always extend/shorten contract. 

Save Contract (NEXT NEXT NEXT FINISH) and then reopen. 



  • Add Services to contract AFTER CONFIRMING SETUP HAS BEEN COMPLETED AND SERVICE IS IN EFFECT

Choose appropriate service or service bundle to add to contract (e.g., Tier X RMM service or backup service) or create a service bundle. The start date should be the first date we are actually providing the service.  DO NOT ASSUME the start date is the same as the contract start date. It depends on when the setup is completed and/or our understanding with customer. 

MAKE SURE PRICE FOR SERVICE(S) MATCHES SIGNED AGREEMENT. DO NOT ASSUME DEFAULT IS CORRECT. 

II. Create Recurring Tickets





III. Schedule Reports For RMM (not for backup) in AutoTask and in Datto RMM: 



Reports Storage

You must create the Reports folder here:

Geek Girls IT Team Site - Documents\client paper work, reports and proposals\[customer name]

Warning
This is a critical step. If the folder isn't created ahead of time, the reports will not be processed correctly when they run. 

Autotask Report:


Add and schedule Live Report. Please follow these detailed instructions: 



Datto RMM Reports

Schedule the reports in Datto RMM. Please follow these detailed instructions: 

Think Automation Server:


Add report recipient contact(s) to SQL database on Think Automation server. Company name must be identical to Autotask / Datto RMM name.  See AT KB article 380 for detailed instructions. 

Important: Do not update the Beaver Data Base application, even if prompted. 


IV. Schedule User Reminders

If this is for workstation RMM, add auto-reminder to customer’s users to leave machines on at night for updates.

This is now done in Power Automate. There are some older customers who haven't been moved over yet. 

 (File is on ScreenConnect server in C:\Users\Administrator\Documents\Scheduled Messages to End Users. Right click and edit file named: Users - leave PCs on.cmd   (DO NOT DOUBLE CLICK file name)) 



Note: For residential RMM customers, don’t add a new command. Add their email UNDER -BCC to the command that contains the subject “Reminder for NY Geek Girls RMM Customers.”


For business customers, always create a new command by copying and editing subject and email addresses of a current command. Choose the correct text file based on whether customer is Mac or Windows or both. 




Alert
IMPORTANT!!! DO NOT use ampersands anywhere in the email commands! They screw up the email commands so the emails will not send.




V. Document Customer's MSA Status


  • Add customer to Word doc called: List of MSA and Hosted Services Customers at root of SharePoint Documents site. 



  • In Customer’s AT Account, add the contract to the appropriate configuration item(s) which will be created automatically after RMM agent is installed. (If this is a simple backup contract and not RMM, you may need to manually create the config item.)
  • Edit Help Desk Support Type UDF in AT account (Edit Account>"User Defined" tab). (Do this no earlier than Go Live date. If necessary, add a reminder to your calendar to do this.) 
  • Edit "Type of Managed Services" field in Site Summary IT Glue asset. 



VI. Technical Setup  for Backup


For RMM, refer to project template. 


For Backup Setup: Create a ticket using category “New MSA Customer – O/B New Service” and then use appropriate ticket template and/or checklist to set up backup service. This needs more detail.)   


Add detailed backup instructions in IT Glue document under customer's org; then add link to instructions to recurring ticket description. 


Assign a resource to the ticket(s). Resource follows details in each ticket checklist. 




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