LISTSERV Consulting Process

Consulting Process and Best Practices

L-Soft assigns an engineering team to work with your organization's LISTSERV needs. The process begins with research of your needs and establishment of the Statement of Work (SOW) with an estimate of hours to complete the assignment for you. The hourly rates apply to all work done, including the SOW custom pre-study.

After establishing your needs, the statement of work is signed, and your service is scheduled. L-Soft's engineering team works with you remotely. Current rates apply to all assignments. Customer shall be responsible for obtaining copies of current license file(s) prior to install.


Outside the Scope of Services


The services do not include general IT systems administration or management consulting. The services do not include content creation, such as LISTSERV Maestro templates.



Consulting Best Practices


Background


The Consulting Statement of Work (SOW) continues to be the agreement for work performed by L-Soft for our Customers. The SOW is signed by both organizations, L-Soft and the Customer. The SOW provides a detailed description of the work to be performed by L-Soft and by the Customer. The SOW stipulates a defined scope of work; requests outside of the agreed scope require a new SOW. Once the scope of work has been completed, further support is turned over to the Technical Support team, who provide technical assistance to Customers with current maintenance contracts in place.


Best Practices


L-Soft Consultant(s) and the Customer representatives are expected to abide by certain best practices during on ongoing contract. The following expectations will be met by both parties:

  • The date, time, scope and duration of conference calls must be agreed to at least one week (5 business days) in advance.
  • Business Days are defined as weekdays (Monday through Friday), not including L-Soft Holidays. L-Soft is closed for Consulting and Technical Support on holidays.
  • Evening Work is defined as Business Days after 6 p.m. and before 9 a.m., US Eastern Time.
  • Weekend Work is defined as any time between 6 p.m. Friday and 9 a.m. Monday, US Eastern Time.
  • All times specified in the SOW shall be US Eastern Time.

The conference call may be set up (Microsoft Teams, Skype, Zoom, Go-To-Meeting, etc.) by either L-Soft or the Customer. Conference calls are dependent on the availability of the Consultant.

  • The date, time and duration of evening (EST) or weekend work must be agreed to at least one week (5 business days) in advance. Holidays are not counted as business days. Scheduling is dependent on the availability of the Consultant.
  • Project completion and milestones will be accomplished on a best effort basis. Completion / milestone dates are considered a target only. Interim and final deliverables will be date-driven only when the date(s) are specified in the SOW. Once the scope of work has been completed, further support is turned over to the L-Soft Technical Support team, who provide technical assistance to Customers with currently active maintenance contracts.
  • Customer-side stakeholders must be identified in advance so that L-Soft communications can be directed to the correct individual.

L-Soft Consulting

L-Soft Consulting
consulting@lsoft.com
CONTACT L-SOFT





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