CRM & IT Support

Requirements

System
Management & Support

• Ongoing management and
  maintenance of the Bidding Platform and client Digital software systems.
  
• Immediate response and
  resolution of urgent support requests and system errors affecting either
  platform.
  

2. Server
Management

• Perform upgrades and downgrades
  of servers as needed to accommodate auction-specific traffic and
  performance requirements.
  
• Ensure server stability,
  scalability, and performance during critical usage periods.
  

3.
Development & Enhancements

• Implement additional feature
  changes, bug fixes, and ongoing development across both platforms as
  requested.
  
• Ensure all updates align with
  business goals and platform usability standards.
  

4.
Auction Day Monitoring

• Proactively monitor bidding
  activity and server performance on auction days.
  
• Provide real-time support and
  technical oversight to ensure seamless operation during high-traffic
  events.
  

5.
Permissions & User Access Control

• Manage staff and user access
  rights within the Client Digital software.
  
• Maintain role-based access
  controls and ensure secure user management practices.
  

A.        Registrations CRM Integration & Automation

This scope
outlines the ongoing responsibilities related to the integration, monitoring,
and maintenance of CRM systems, including HubSpot, Zapier, and associated
platforms.

1. CRM
& Automation Monitoring

• Ongoing monitoring of HubSpot
  workflows, pipelines, and deal stages.
  
• Supervision and maintenance of
  Zapier integrations (Zaps) and related automation.
  
• Ensuring consistent performance
  and data accuracy across integrated platforms.
  

2. Error
Resolution

• Troubleshooting and resolving
  errors caused by client or bidder input mistakes.
  
• Addressing system issues
  resulting from changes or disruptions due to staff oversight.
  

3.
Marketing Support

• Creation and maintenance of
  marketing templates and content within the CRM.
  
• Alignment of templates with
  brand guidelines and campaign goals.
  

4.
Workflow Enhancements

• Development and implementation
  of additional workflows and automation as required.
  
• Setup of new integrations to
  support evolving business needs and third-party system changes.
  

5.
Third-Party System Issue Management

• Fixing issues and conflicts
  caused by external systems or service changes, including but not limited
  to:
  
• Autotrader
  
• Truck & Trailer
  
• Meta (Facebook/Instagram)
  
• Google (Ads, Analytics, etc.)
  
• Social Media Platforms
  
• Zapier
  
• HubSpot
  
• WordPress
  
• Gravity Forms
  

6. CRM
Rebuilds & Data Migrations

• Rebuilding CRM systems when
  required due to structural or functional limitations.
  
• Executing safe and structured
  CRM data migrations to or from HubSpot or other platforms.
  

B.        Data & Cloud Storage Management

This scope
outlines the responsibilities related to the management, monitoring, and
support of data storage systems across both local and cloud-based environments.

1. Data
Backup Monitoring

• Continuous monitoring of
  automated data backup systems across all local and cloud infrastructure.
  
• Verification of backup
  completion, integrity, and accessibility.
  

2. User
Access & Permission Management

• Management of user access rights
  and permission levels for all storage systems.
  
• Implementation of role-based
  access controls to ensure data security and compliance.
  

3. Cloud
& Local Infrastructure Support

• Ongoing technical support for
  the following storage infrastructure:
  
• On-site servers
  
• NAS servers
  
• Synology systems
  
• Azure cloud storage
  
• Archived/local PC storage
  

4. Data
Migration

• Execution of data migration
  tasks not covered under standard backup schedules.
  
• Migration planning, validation,
  and execution to ensure minimal disruption.
  

5. Data
Loss & Incident Response

• Support and recovery in the
  event of data loss due to:
  
• Staff negligence
  
• Security breaches
  
• Cyberattacks
  
• Natural disasters
  
• Coordination of investigation
  efforts and reporting for any data-related incidents.
  

6. Data
Recovery & Breach Investigation

• Full data recovery services,
  where possible, following loss or breach.