Gatekeeper Implementation | Project Charter
To ensure the successful implementation of Gatekeeper we would like to agree on the following Project Charter with you.
This ensures 100% clarity on our mutual engagement and supports our Implementation Consultant to work with your team to secure value with Gatekeeper in the most efficient and effective way.
Your Gatekeeper Project Team
Gatekeeper will provide you with named team members with the following responsibilities.
|Role name||Description||Responsibilities||Time Period|
The team member that worked with you through the buying process.
They will have supported you in documenting the agreed Success Criteria for the initial phase of your Project.
|They are your Commercial Contact. They will have agreed on the terms of your initial Order and will also be responsible for discussing changes to your Subscription and your renewals.||Ongoing|
|Implementation Consultant (IC)||Your assigned Implementation Consultant (IC) to deliver on the initial Success Criteria and get you to value with Gatekeeper.||Importing your data, configuring our platform, including a fixed number of workflows, and running training, and/or train-the-trainer, sessions.||
They will have a fixed Start and End Date agreed with you.
|Customer Success Manager (CSM)||Your primary point of contact at Gatekeeper, our CSM team is dedicated to your success on our platform.||Ensuring your lasting ROI on our platform and supporting you with advice on how to best leverage our platform.||Ongoing|
In the unlikely event, you are unhappy with the service received from one of your Gatekeeper Project Team, the following escalation avenues should be requested:
|Head of Professional Services||ROI Escalation Point||Leading the Implementation teams.|
|Head of Revenue||Commercial Escalation Point||Leading the Account Executive and CSM teams.|
|Role name||Description||Responsibilities||Time period|
|Implementation Project Lead||The main point of contact for Gatekeeper during the implementation.||Coordination of resources to ensure availability during the Project.||Entire project duration.|
The user or users that will be trained on the configuration of Gatekeeper.
This may be a group of users and/or the same person as the Implementation Project Lead.
|Be trained on the Gatekeeper platform.||Entire relationship.|
|IT Lead||A technical contact for any configuration of SSO or integration services listed on your order form.||Ensuring the appropriate technical responses are provided to support the configuration of Gatekeeper.||As needed.|
|Gatekeeper Champion||The User that will be responsible for successful adoption of Gatekeeper and will complete the Train the Trainer training.
This may be the same user as the Implementation Project Lead and/or Gatekeeper Administrator
|Project Sponsor||The User that is ultimately responsible for the successful rollout and adoption of Gatekeeper within your organisation.|
Joint Implementation Commitments
All Gatekeeper implementation projects have a defined start and end date along with weekly calls to ensure project momentum to secure first value for you and get you operational on our platform.
In order to ensure the availability of implementation resources, we listed our joint commitment to you and our expected turnaround time from our respective teams.
|Project Item||Gatekeeper Commitment||Your commitment|
|Project Duration - 5 -21 weeks (dependent on your Plan and Modules)||
Project team resources applied for the entire Project Duration
The Project Duration has fixed Start and End Dates.
|Your resources applied between the Implementation Start Date and End Dates when your Implementation Consultant is applied to your account.|
|Implementation Milestone||A shared, measurable, agreed definition of implementation success by the Implementation End Date.||A shared, measurable, agreed definition of implementation success by the Implementation End Date.|
We will present & introduce the Project team including your Account Executive, Implementation Consultant (IC) and Customer Success Manager (CSM).
|Present & introduce your Project team and lead contact for the Implementation phase of your relationship with Gatekeeper.|
|Implementation Start Date||Have the team ready for this mutually agreed Start Date to begin Implementation.||Have the team ready for this mutually agreed Start Date to begin Implementation.|
|Implementation End Date||The agreed End Date for the Implementation Phase of our relationship.||The agreed End Date for the Implementation Phase of our relationship.|
|Business as Usual (BAU)||Post-implementation your CSM is attached to your account to support adoption and ROI whilst your AE will provide commercial support.
Regular Executive and Customer Success reviews will take place.
|Your resources will be available to attend regular reviews to discuss the value derived from Gatekeeper and agree on additional success criteria to be met.|
|Data Migration||Assistance and advice in importing your data||Providing a finalised data set ready for import|
|Weekly calls||Resources available on the same agreed slot per week||Resources available on the same agreed slot per week|
|Workflow Diagram||We will apply your feedback within 3 business days||Provide feedback/signoff within 4 business days|
|Workflow Testing||We will apply your feedback within 5 business days||Provide feedback within 4 business days|
Pausing your implementation with Gatekeeper
To ensure the availability of resources for your project we need to plan our implementations around defined start and end dates. Should you need to pause your implementation within the agreed project timeline we are able to support one pause of up to 2 weeks. Please plan to provide the dates of any pre-planned pause time prior to the kick-off of the project.
In the unfortunate situation where you need longer than 2 weeks from the agreed project duration, we will need to place your project into ‘On hold’ mode for up to 2 months. In this event, your Implementation Consultant will be assigned to another project and we cannot guarantee they will be available when you are ready to begin your implementation project. We will need up to 4 weeks to assign the same, or a new, Implementation Consultant.
Communicating with Gatekeeper
All communication with our team will be via the approved Gatekeeper systems and channels. We regret that we are unable to join external customer messaging platforms such as Slack as we need to measure performance to provide you with the highest level of service.
Our standard Implementation includes one weekly call during the project for a maximum of 45 minutes.