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The MSPbots Professional Services Team

Updated
The Professional Services Team is a specialized group of data analysts working on client requests for custom bots, dashboards, datasets, reports, scorecards, and widgets, addressing requests based on scale and complexity. The sub-teams Projects and Non-Projects work on a first-come, first-served basis.
 

How does the Professional Services Team work?

Response and Communication 

  • Tickets are created in the support portal or via email to support@mspbots.ai. The Support Team will send you a confirmation email and let you know when your ticket is escalated to the Professional Services Team.
  • The Professional Services Team replies within 24 hours of receiving your escalated ticket.
  • The completion time for creating bots, dashboards, widgets, datasets, etc., depends greatly on the request's complexity and client cooperation. Timely responses to our emails can significantly accelerate the process.

  • As part of the initial response, the Projects Team will send an Asset Request Form for the client to complete as soon as possible. If the client needs assistance, they should reply to the ticket to arrange a scope-out call. 

  • The estimated completion time (ETA) will be provided within one week if no further clarification is required or after the client submits the completed Asset Request Form.

High-Level Estimates 

To set appropriate expectations, here are some high-level estimates for common asset tasks:

  • Asset Tasks: On average, 1 labor hour is required for tasks such as Widget Creation, Dashboard Design/Creation, Report Design/Creation, Scorecards, and Bots.
  • Datasets: On average, creating or customizing a dataset takes 2 labor hours.

Please note that these are high-level estimates and are subject to change upon deeper investigation of your specific requirements. The actual time may vary depending on the complexity and scope of the request.

Dataset Customization 

  • Requests for custom datasets are managed by our Dataset Engineers (DE). These requests typically take about two weeks to complete, depending on the DE queue.
  • Should a new endpoint or field be necessary, an additional 2 to 3 weeks may be required on average due to the need for Developer resources to step in.

Team Policy on SQL Agent Integration 

The Professional Services team does not support asset creation using the SQL Agent integration or any other integrations pulled through SQL Agent (e.g., ServiceNow).

Why Isn’t SQL Agent Supported?
We do not support SQL Agent because the structure and configuration of clients' local databases can vary significantly, making it difficult to ensure consistency and reliability. Additionally, improper handling of SQL Agent queries can negatively impact database performance, potentially leading to system slowdowns or outages.

To maintain reliability and minimize risks, Professional Services exclusively supports cloud-based data sources. SQL Agent is only supported for BrightGauge Migrations or advanced users with their own SQL expertise to create and manage their assets.

Asset Request Form 

The Asset Request Form gathers detailed information about the client's requirements. Filling out every field is optional, but the form helps us better understand your needs. Please download the file and attach a copy to your request.
 
Asset Request Form Link
 
 

Request Details

To help us process your request more efficiently, please follow these best practices:
  • Provide detailed information.
    The more detail you include in your request, the faster we can process it. Describe your request clearly and provide context where necessary. For example, provide a business use case, formula, sample data, specific ConnectWise boards, or Autotask queues, etc.
  • Send screenshots.
    We recommend getting a full-screen capture from the system where you usually track the provided information. Don't forget to highlight where necessary so we can understand your request better.

Examples 

Here are a few sample requests to guide you.

  • If you need to track a won opportunity within a specific timeframe, please provide a screenshot of a sample opportunity. 

  • For tickets with specific attributes like "stale" or "aging," clearly define these terms, including the relevant boards, queues, ticket types, and any filters that should be applied. 

  • For Net Profit-related requests, specify the accounts linked to Revenue, COGS, and other relevant categories, along with your calculation method.

Client Subscriptions 

Startup and Ala-Carte Subscriptions:

  • Includes 2 free labor hours per month (non-transferable) 
  • Requests exceeding this limit are billable. After assessing the request and providing an ETA, clients must contact their Customer Success Manager to discuss billing. The ticket will remain on hold during this process.

Team Structure 

Projects Team 

  • Handles requests requiring more than 5 labor hours
  • Operates on a case-by-case basis, tailoring solutions to client needs
  • Reviews requests and provides an ETA within one week if no further clarification is needed or once the Asset Request Form is completed. If additional details are required, a scoping call is scheduled, and clients receive a booking link for a 1-hour session.

Non-Projects Team 

  • Manages smaller requests, defined as those requiring less than 5 labor hours 

 

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