RecordPoint Success Plan Service Description

Introduction

The RecordPoint Success Plan centers on the rapid adoption and ongoing support of the RecordPoint Platform. Reduce risk by having the RecordPoint team step in from onboarding to perform the Platform configuration. RecordPoint provides a proactive data governance approach that guides the Customer through recommendations and best practices based on our extensive experience. Our team then continues with business as usual management of the Platform, giving the Customer confidence in their data governance, records compliance, and discoverability.  

Once customer onboarding is complete, Customers on the Success Plan will partner with:

• Success Plan Manager: The Success Plan Manager will keep the Customer up to date with the monthly progress of the service, track outcomes, highlight progress, and work to identify and remove any blockers. They will be the Customer’s point of contact for any service-related issues.  
• Configuration experts: We configure RecordPoint to match the Customer organization’s needs, ensuring each Customer achieves the agreed business outcomes and complies with data governance requirements.

Service Overview – Configuration

The configuration stage includes:

Configuration Questionnaire

‍The Account Manager will send the Customer a questionnaire to gather detail of the Customer’s information management posture, current practices and any policies used within the organization. These responses are helpful to establish the current state in preparation for the configuration kick-off.

Configuration Kick-off

‍The configuration kick-off meeting is designed to:

• Discuss responses in the configuration questionnaire.
• Confirm the success criteria and business outcomes.
• Discuss record categorization.
• Discuss the availability of Customer’s file plan.
• Next steps.

Configuration Activities

Our team will work on completing the configuration of the RecordPoint Platform, including:

• File plan build and load.
  ◦ Based on GDS/file plan provided by the Customer.

• Repository analysis.

• Configuration of environment:
  ◦ Security profiles.
  ◦ Best practice configuration of NAP delete.
  ◦ Frequently used export templates.
  ◦ Record disposal field views.
  ◦ Create common saved searches.
  ◦ Configuration of the search grid.

• Develop and implement categorization rules.
• Training of Classification Intelligence models.
• Enterprise reporting.
• Confirm connection and access to all standard reports.
• Functional/unit testing.

Service Overview – Ongoing Management (BAU)

Upon completion of the Platform configuration (or project-led configuration project), Success Plan customers will transition into the management phase. To ensure the Platform is compliant and operating based on best practices, the service includes the following activities:  

• Review of unclassified records.
• Review and maintenance of rules.
• Review and maintenance of Classification Intelligence datasets.
• General maintenance.
• Report of records eligible and ready for disposal approval.

• Identification of new electronic repositories (within existing connectors).
• Collaboration with key stakeholders.
• Defensible disposition of records.
• Identify, report, and execute NAP delete.
• Application and maintenance of retention and disposal schedules.
• Management of legal holds/freezes.
• Assistance with Freedom of Information (FOI) requests.
• Management of security profiles.
• Delivery of a monthly service report of tasks completed, including plans for the following month, and risks and issues.

Exclusions

The following activities are excluded from the Success Plan. They can be scoped and delivered by our Professional Services team for an additional cost.  

• Custom file plan development.
• Disposal schedule creation.
• Customer functional and technical training.
• Custom reporting.
• Migration from other systems.
• Custom or enterprise connector configuration.
• UAT and test plan development.
• Project management.
• Any service not listed.

• Deployment of additional modules.
• Services not consumed within the month cannot be rolled over.

Service Levels

The Service is available 8 hours per day, 5 days per week from 8.30 am to 5.30 pm AEDT or PDT. The Service is governed by a service level agreement (SLA) as agreed upon in the signed customer agreement. The service level is as follows: 

• Once a year classification of unclassified content is 80%.
• Legal holds/freezes actioned within 48 hours of receiving criteria for hold.
• New sites placed under management within 48 hours of notification.
• Requested changes to retention and disposal schedules occur within 72 hours of notification.
• Freedom of Information (FOI) assistance begins within 48 hours of receiving the request criteria.
• Monthly dispositions are executed per the agreed work process.
• Key stakeholder collaborations occur on the last Monday of every month (or another mutually agreed to time and date).
• Service reports are delivered by the last day of every month.
• Services not consumed within the month cannot be rolled over.  

Onboarding and Offboarding

Service Activation 

The Service activation process captures information in the Purchase Order outlining the service requirements. 

Information relevant to the service activation includes items such as: 

• RecordPoint modules.
• Connectors in use.
• Number of records.

• Customer contacts for service.

The activation process then consists of the following: 

• Appointment of a RecordPoint Service consultant.
• Kick-off meeting.
• Customer to provide RecordPoint Administration access to RecordPoint production tenant for authorized RecordPoint staff.

Service Activation Prerequisites 

The following are prerequisites to onboarding: 

• Signed customer contract/agreement.
• Customer purchase order.
• Customer setup in Zendesk.

Offboarding 

The service offboarding process consists of the following: 

• Customer providing three (3) months notice to terminate service.
• RecordPoint provides final summary of work completed in last month and the status of the RecordPoint Platform.
• Customer removes RecordPoint access to customer production tenant.
• Final invoicing.
• Customer satisfaction survey.

‍

LAST UPDATED 13 DECEMBER 2023