Manage Implementation Guide

The following milestone blocks and task lists define the operational baseline for the Project. The tactical activities and meeting cadences described in this document are intended to guide the project team. These activities may be refined or adjusted within the Project Plan by mutual agreement of the project leads to ensure successful delivery, provided such adjustments do not materially alter the overall Scope of Work or Fees. All timelines referenced are estimates only.

Phase Definitions

Delivery Phase	Description
Onboarding	AgentSync and Customer internal team onboarding and preparation for client kick off.
Discovery	Establishes scope, milestones, participants, dependencies, and communication/escalation paths for implementation. Demonstrate standard Manage functionality as baseline for solutioning and education on the product. Conduct collaborative workshops to align on the details of the custom scope that requires definition.
Design, Sync, Configuration	Create resulting design docs (Functional and Technical).
Development and Testing, Data Migration	Configure AgentSync products and conduct internal testing (QA) to ensure solution functions as approved in the Functional and Technical Design Documents.
User Acceptance Testing (UAT), Remediation, Sign Off	Customer end-users validate the solution works correctly in real-world scenarios and meets approved Functional and Technical Design Documents.
Go-Live	AgentSync is deployed to production and made available for live use.
Stabilize	Client is actively using the system in Production. The implementation team remains allocated and available to the project should the client raise any issues. Internal AgentSync hand-off from Implementation team to Support occurs.

Project Deliverables and Responsibilities

Implementation Framework: AgentSync will provide professional services to support the following milestones. All timelines referenced are estimates only.

Week(s): 1 (1 week duration)

Milestone: Onboarding

Project Deliverables: AgentSync and Customer Internal team onboarding

Onboarding Responsibilities Matrix

AgentSync

Complete all onboarding activities
Invite Customer to AgentSync Academy
Provide Customer homework
Provide Discovery agenda(s)
Schedule Discovery discussion(s)

Customer

Provide a list of all project participants name, role, email
Provide Discovery participant calendar availability
Customer will assign appropriate, knowledgeable resources, including a Project Manager and Executive Sponsor (SPOC).
Customer will setup an EFT agreement through NIPR for all licensing and/or appointment transactions via the NIPR Gateway, and provide access to AgentSync

Week(s): 2 (1 week duration)

Milestone: Discovery

Project Deliverables: Environment setup (AgentSync); NIPR Agreement setup; Initial discovery

Deliverable Specifics

Program Plan

AgentSync will deliver a draft project plan for review with the Customer. Program plan to include detailed activities, durations, due dates and owners for the first phase (Manage) and large milestone activities for the second (Hierarchies) and third (Portal) phases. The program plan will be continually updated by AgentSync and realigned with the Customer.

Sandbox Environment

Set up and configuration of Salesforce sandbox environments (i.e. lower environments). AgentSync Build and QA testing will occur in Developer sandboxes and Customer UAT will occur in the Partial sandbox. NIPR Beta data will be used in the sandbox environments for testing. NIPR Beta Data will be used for QA and UAT.
Customer acknowledges the limitations of NIPR Beta including and not limited to stale producer data, scrambled producer data leading to “inaccuracies”

ELT Agreement Setup

AgentSync to initiate guidance in setting up an Electronic Funds Transfer (EFT) account with NIPR in order to pay state fees for submitted transactions

Discovery

Up to sixteen (16) hours of discovery meetings to align on the details of the following configurations:
- Up to ten (10) custom Reports
- Up to one (1) custom Dashboard
- Up to two (2) custom automated emails
- Up to two (2) custom automated tasks
- Up to fifty (50) custom fields
- Data migration template alignment and training on template use / completion
- Single Sign On integration
Joint working sessions to document requirements, including:
- Method of request
- Integration details
- Business logic requirements
- Data load specifics
- LOA categories

Initiate: Responsibilities Matrix

AgentSync

Complete sandbox setup
Lead Discovery meetings
Provide instructions on NIPR EFT setup

Customer

Complete assigned AgentSync academy courses
Complete and return homework
Actively participate in Discovery meetings
Initiate NIPR EFT setup

Week(s): 3-5 (3 week duration)

Milestone: Design, Sync, Configuration

Project Deliverables: Functional and Technical Designs completed; NIPR Bi-Directional Sync configured

Deliverable Specifics

Functional Design Document (FDD)

Detailed documentation on Native and customer specific Manage functionality

Technical Design Document (TDD)

Detailed solution documentation to accomplish approved FDD

NIPR Sync Setup (Beta Data)

Implementation and testing of the following integration with NIPR PDB Alerts:
- PDB and daily NIPR updates via AgentSync’s integration with NIPR
- Daily update to surface agents with regulatory action notifications from NIPR
Ability to view all carrier appointments
Ability to view all licenses

EFT Agreement Setup

Up to sixteen (16) hours of discovery meetings to align on the details of the following configurations:
- Client to share complete EFT / WSID information in order for AgentSync to complete NIPR EFT setup in Manage

NIPR Transaction Set Up (Beta Data)

Implementation and testing of the following integration with the NIPR Gateway:
- Ability to submit license applications and renewals
- Ability to submit carrier appointments and appointment terminations
- Manual just-in-time-appointing

Solution – Manage: Responsibilities Matrix

AgentSync

Create the FDD
Internally approve the FDD
Present FDD to the customer team and update based on consolidated customer feedback
Create TDD and review with AgentSync Architectural Review Board (ARB)
Present TDD to customer and update based on consolidated customer feedback
Setup and test NIPR Sync with Beta Data in partial
Create data migration template and share with customer

Customer

Participation in AgentSync presentation of FDD
Internal alignment on consolidated feedback of FDD
Sign off to approve FDD
Participation in AgentSync presentation of TDD
Internal alignment on consolidated feedback of TDD
Sign off to approve TDD
Complete EFT setup and share WSID information with AgentSync

Week(s): 6-13 (8 week duration)

Milestone: Development and Testing, Data Migration

Project Deliverables: Manage configuration completed; Initial data migration completed

Deliverable Specifics

Initial Data Migration

AgentSync to import two (2) producer data loads of NPN record amount indicated in SOW: one (1) initial load of a subset of representative data for testing purposes in a non-production sandbox, and one (1) final data load in production (detailed further week 14).
Data will include biographic information and National Producer Number and relationship between Agent and Agency.
Data Migration does not include migration of documents or other attachments to records.
This Statement of Work does not include data cleansing, deduplication or transformation by AgentSync. Customer team is responsible for providing clean, complete, and de-duplicated data in a template provided by AgentSync that reflects AgentSync’s requested format.
If Customer requires additional data imports or additional custom data to be uploaded, a Change Order per Section 9 (Change Orders) can be utilized to provide additional hours for AgentSync to perform the data import or to provide training utilizing purchased training hours from AgentSync to train Customer team on data import process.
Software Maintenance:
- AgentSync will periodically update the Software Service to Customer with improvements and bug fixes at no additional cost to Customer.

Salesforce Shield Configuration

AgentSync shall configure Salesforce Shield for enhanced security and data protections, which shall include the following components (“Salesforce Shield”):
- AES 256-bit Platform Encryption (“Platform Encryption”)
- Field Audit Trail
- Event Monitoring
- Encryption of up to 15 fields

Multi-Factor Authentication Set Up

Enable multi-factor authentication requirement upon log-in with Salesforce Authenticator

Custom Roles and Profiles

Configuration of up to two (2) unique profiles and/or permission sets to ensure proper security and access privileges for the following persona type:
- Customer Administrator role and profile will provide view, edit, update and delete access to all records and data in Manage
- View only role

Producer Compliance Scorecards

Delivery of up to 100 producer compliance scorecards.
- AgentSync will provide a template to support bulk uploading producer assignments. This template will include columns for the producer, their NPN and the state(s), lines of authority(s), and company(s) where they should be licensed and appointed. The Customer must adhere to the template and formatting requirements in order to ensure a successful bulk upload of data.
- The Customer must define the states, license classes, and lines of authority (LOAs) where each of the producers should hold active licenses and/or appointments.
- Producer compliance scorecards calculate gaps of compliance between where a producer needs to be licensed and/or appointed versus where they currently hold an active license and/or appointment. The Customer must define the states, license classes, and lines of authority (LOA’s) where each of the producers should hold active licenses and/or appointments.

Gateway Business Rule Mapping

AgentSync to initiate a meeting with Customer to gather Gateway Business Rule Mapping data necessary
AgentSync to configure state, license class and line of business settings to support licensing and/or appointment transaction activities via NIPR’s gateway.

Configuration of the following Native Manage functionality:

Reports

Enable fifty (50) standard reports.

Dashboards

Enable six (6) standard dashboards.

Task Automations

Enable two (2) standard task automations

Email Automations

Enable two (2) standard email automations

Appointments & Terminations

Appointment creation via UI
Appointment Terminations via UI
Demonstrate Bulk Appointing functionality
Demonstrate Bulk Terminating functionality

Configuration of Customer Specific Scope Defined in Functional and Technical Design Documents: Single Sign On Integration

Provide support to the Customer for enablement of single sign-on to Salesforce. Single sign-on tool of choice must comply with Salesforce’s standard SAML settings for inbound single sign-on. AgentSync will support up to ten (10) hours of setup and user acceptance testing for the single sign-on integration.

Salesforce Setup

Creation, set-up, and testing of a new Salesforce Production environment for the Customer and installation of the AgentSync managed package into Production.

Salesforce Setup

AgentSync to present two (2) demos to the Customer on the progress of configuration. Estimated to be presented on or about weeks 7 and 9.

Build & Test – Manage: Responsibilities Matrix

AgentSync

Complete a one-time import of up to number of NPN records specified in the SOW
Configure Salesforce Shield
Lead 2 demos
Configure Customer Admin role and profile
Lead a Gateway Business Rule (LOA) Mapping working session
Configure and test Native and Customer specific Manage functionality (per approved FDD and TDD)
Create User IDs for all Customer UAT participants
Demo build progress to Customer on or about week 7
Demo build progress to Customer on or about week 9
Lead weekly status call

Customer

Provide completed data template to AgentSync on or about by end of week 7
Attend 2 demos
Attend and participate in LOA Mapping working session
Provide AgentSync a list of UAT participants (full name, email, role)
Create UAT test cases and share with AgentSync for review / feedback
Attend weekly status call
Customer will own the following tasks associated with each custom API integration:
- Develop interfaces, using middleware or custom code (point-to-point) to call the AgentSync Salesforce APIs.
- Build and configure mechanisms to call the AgentSync Salesforce APIs based on the business rules
- Perform any necessary setup, configuration, QA validation, and end-to-end user acceptance testing as may be required within each customer system that is connecting to the AgentSync platform
Review by Customer of which state, license class, and line of authority requirements they intend to maintain using the Software Services.
If applicable, configure, install and maintain third party systems, including data storage, CRMs, and policy administration systems within the AgentSync Salesforce environment.
Provide access to relevant development, QA and production environments as may be reasonably requested by AgentSync. Such access shall include testing all necessary remote access by AgentSync to Customer systems prior to the commencement of the implementation services, as applicable.
Procure services or software and license rights necessary for the AgentSync to integrate to such services or software.
Pay any service provider costs required to enable SSO on applications that are mutually agreed to in the Project Plan.
Pay all service provider fees for third party applications, including, NIPR fees passed through to Customer based on applicable state licensing fees, background check solutions, etc.

Week(s): 14-15 (2 week duration)

Milestone: User Acceptance Testing (UAT), Remediation, Sign Off

Project Deliverables: User Acceptance Testing conducted and bugs remediated; Final data loaded

Deliverable Specifics

UAT

AgentSync will present one (1) end to end demo of the implementation to all UAT participants
AgentSync will provide Customer with access to the implemented Software Services for UAT (“Final Deliverable”)
AgentSync will provide a UAT issue log and train the Customer how to log issues found during UAT
AgentSync and Customer will meet 2-4 times per week of UAT to discuss issues and remediation for a maximum of 4 hours per week.
All UAT Customer Testing and issue logging is to be completed during these weeks
AgentSync to demo to client a second time for additional training purposes in week 2 of UAT

Final Delta Data Load

Customer to provide delta data (only) at on or about the end of week 15

Bug Remediation

AgentSync remediates any bugs found in testing directly related to scoped deliverables

UAT – Manage: Responsibilities Matrix

AgentSync

Present end-to-end Manage demo to UAT participants
Provide UAT issue log and train UAT participants on use
Remediate and test issues
Lead weekly status call
Lead 2x weekly UAT check-in call
Lead a two hour maximum training / demo session based on client requested topics

Customer

Provide daily status updates on progress of UAT testing progress
Retest / pass remediated issues
Provide AgentSync a completed data template that includes the delta data from the first data load to current
Attend weekly status call
Attend 2x weekly UAT check-in call
Provide AgentSync a list of additional training / demo topics desired

Week(s): 16 (1 week duration)

Milestone: UAT Remediation and Sign-off – Manage

Project Deliverables: User Acceptance Testing conducted and bugs remediated; Final data loaded

Deliverable Specifics

UAT Remediation

Assumes AgentSync and Customer are working together to remediate known issues, retest and close
Assumes no new testing or new issues are logged during this time; UAT testing is considered complete

Final Delta Data Load

AgentSync to load the provided delta data from Customer

Go/No Go Decision
Go Live Checklist Creation

UAT Remediation and Sign-off – Manage: Responsibilities Matrix

AgentSync

Remediate and test issues
Load delta data
Create and present go-live checklist
Lead weekly status call
Lead 2x weekly UAT check-in call

Customer

Retest / pass remediated issues
Provide a go decision
Participate in go-live checklist finalization; suggest updates
Attend weekly status call
Attend 2x weekly UAT check-in call

Week(s): 17 (1 week duration)

Milestone: Go Live – Manage

Project Deliverables: Go Live Checklist completed

Go Live – Manage: Responsibilities Matrix

AgentSync

Complete all AgentSync assigned go-live checklist items
Lead weekly status call

Customer

Complete all Customer assigned go-live checklist items
Attend weekly status call

Week(s): 18-20 (3 week duration)

Milestone: Stabilization – Manage

Project Deliverables: AgentSync Project team remediates any outstanding issues and rolls off; AgentSync CSM begins full account support