Onboarding Project Template

Hospitality Including:

Fast Casual
Full Service
Hotel & Resort
Bakery / Coffee House
Niche & Specialty Retail
Quick Service (QSR)

Clients Worked with

Saxbys Coffee

Philz Coffee

Altitude Trampoline Park

SpecGravity ConnectWise Project Template

Project Template Configuration

Template Name:	SpecGravity Hospitality Onboarding
Project Type:	MSP Implementation
Estimated Duration:	8-12 weeks
Total Estimated Hours:	398 hours
Default Priority:	High
Project Manager Required:	Yes

Custom Fields to Create

Number of Locations: [Integer field]
Primary Business Type: [Dropdown: Hotel, Restaurant, Event Venue, Mixed]
Current MSP: [Text field]
POS System: [Text field]
Primary ISP: [Text field]
Backup ISP Required: [Checkbox]
PCI Compliance Status: [Dropdown: Compliant, Non-compliant, Unknown]

Phase 1: Account Setup (7.00 hours)

Phase Configuration

Dependencies: Contract signature
Success Criteria: Customer portal active, accounts configured

Ticket 1.1: Finance Account Setup

Hours: 3.00 Assigned To: Accounting Manager Priority: High

Checklist:

Create customer account in billing system
Setup payment methods and terms
Configure billing cycles and invoicing
Setup payment processing for managed services
Create account codes for project tracking
Verify tax information and exemptions

Ticket 1.2: Setup Customer Portal

Hours: 4.00 Assigned To: Portal Administrator Dependencies: Ticket 1.1

Checklist:

Create customer portal tenant
Setup user accounts and permissions
Configure portal branding and customization
Setup knowledge base and documentation access
Configure ticketing and communication preferences
Test portal functionality and access
Send portal access credentials to customer

Ticket 1.3: Contract Execution and Conversion

Hours: 0.00 Assigned To: Account Manager Dependencies: Contract signature

Checklist:

Verify contract execution and signatures
Create project from signed agreement
Assign project team and resources
Schedule project kickoff meeting
Send welcome package to customer
Activate service level agreements

Phase 2: Discovery & Assessment (Weeks 1-2) (36.00 hours)

Phase Configuration

Dependencies: Phase 1 completion
Success Criteria: Complete assessment and approved implementation plan

Ticket 2.1: Project Kickoff Meeting

Hours: 2.00 Assigned To: Project Manager Dependencies: Ticket 1.3

Checklist:

Introduce project team and roles
Review project timeline and milestones
Confirm customer contacts and escalation procedures
Schedule site visits for each location
Obtain facility access information
Deliver System Access Requirements document
Schedule access credential collection meetings

Critical: System Access Requirements document must be delivered immediately to prevent project delays.

Phase 2.2: Site Surveys (4.00 hours)

Ticket 2.2.1: Location 1 - Site Survey

Hours: 4.00 Assigned To: Technical Lead Dependencies: Ticket 2.1

Checklist:

Complete IT asset inventory spreadsheet
Document network topology and equipment
Assess ISP configurations and bandwidth
Review POS system integration points
Evaluate surveillance and A/V systems
Take photos of current network rack setup
Test network performance and connectivity
Document security and compliance status
Discover any undocumented systems
Verify current monitoring systems

Phase 2.3: Document Collection (7.00 hours)

Ticket 2.3.1: Customer Completion of Onboarding Checklist

Hours: 1.00 Assigned To: Project Manager Dependencies: Ticket 2.1

Checklist:

Deliver comprehensive onboarding checklist to customer
Schedule review meeting to go through requirements
Answer customer questions about information needed
Set expectations for information gathering timeline
Follow up on incomplete items
Validate completed checklist information

Ticket 2.3.2: System Access & Credential Collection

Hours: 6.00 Assigned To: Project Manager + Technical Lead Priority: Critical

Critical System Access Requirements:

ISP Account Access: Login credentials for all ISP provider portals
Network Equipment Access: Admin credentials for routers, switches, firewalls
Domain & DNS Management: Domain registrar and DNS hosting access
Email/Office 365 Admin: Global admin or equivalent access credentials
Current MSP/IT Vendor: Schedule handover meeting and access transfer
POS System Access: Administrative access to POS management systems
Payment Processing: Access to payment processor admin portals
Surveillance Systems: Admin access to camera systems and NVR management
Cloud Services: AWS, Azure, Google Cloud, or other cloud platform access
Software Licensing: Software asset management and licensing portals
Vendor Portals: Access to existing IT vendor support portals
Building/Facility Access: Key cards, alarm codes, facility contact info

Phase 2.4: Make Ready (21.00 hours)

Ticket 2.4.1: Solution Design & Architecture

Hours: 12.00 Assigned To: Solutions Architect Dependencies: Ticket 2.2.1, Ticket 2.3.2

Checklist:

Design network architecture for each location
Plan equipment specifications and procurement
Design monitoring and alerting framework
Plan ISP consolidation strategy
Design security and compliance framework
Create implementation timeline
Design 24/7 NOC monitoring structure
Plan Webroot Cloud deployment

Ticket 2.4.2: Implementation Planning

Hours: 6.00 Assigned To: Project Manager Dependencies: Ticket 2.4.1

Checklist:

Create location-by-location implementation schedule
Coordinate with customer store managers
Plan equipment staging and delivery
Schedule ISP installations and cancellations
Create risk mitigation and rollback plans
Prepare customer communication plan
Plan batch implementation groupings

Ticket 2.4.3: Customer Presentation & Approval

Hours: 3.00 Assigned To: Project Manager + Account Manager Dependencies: Ticket 2.4.2

Checklist:

Present current state assessment
Review technical design and recommendations
Present implementation timeline
Address customer questions and concerns
Obtain formal approval to proceed
Update project scope if needed
Schedule Phase 3 kickoff

Phase 2.5: Obtain and Test Credentials (2.00 hours)

Ticket 2.5.1: Request sgg@ Domain Credentials

Hours: 1.00 Assigned To: Technical Lead Dependencies: Ticket 2.3.2

Checklist:

Request domain administrator credentials
Test domain management portal access
Validate DNS management capabilities
Test email administrative functions
Document access levels and restrictions
Store credentials in secure password manager

Ticket 2.5.2: Request Network Credentials (Local & Cloud)

Hours: 1.00 Assigned To: Network Engineer Dependencies: Ticket 2.3.2

Checklist:

Test network equipment administrative access
Validate cloud platform administrative access
Test ISP portal management access
Verify firewall and security device access
Document network access topology
Store credentials securely

Phase 3: Preparation & Staging (Weeks 2-4) (54.00 hours)

Phase Configuration

Dependencies: Phase 2 completion and customer approval
Success Criteria: All equipment ready, systems staged, coordination complete

Ticket 3.1: Equipment Procurement

Hours: 8.00 Assigned To: Procurement Specialist Dependencies: Ticket 2.4.3

Checklist:

Process equipment orders per specifications
Order asset tags and labeling materials
Order patch cables and installation supplies
Coordinate delivery scheduling
Track order status and delivery dates
Verify equipment receipt and condition
Coordinate equipment staging logistics

Ticket 3.2: Equipment Configuration & Staging

Hours: 16.00 Assigned To: Network Engineer Dependencies: Ticket 3.1

Checklist:

Configure core HaaS equipment per location
Load standard configurations and policies
Test equipment functionality and performance
Stage equipment with location-specific settings
Prepare asset tags and documentation
Create equipment deployment kits per location
Test integration with monitoring systems

Ticket 3.3: NOC Monitoring Setup

Hours: 12.00 Assigned To: NOC Engineer Dependencies: Ticket 3.2

Checklist:

Create monitoring profiles for each location
Configure alerting thresholds and escalations
Setup automated remediation scripts
Test monitoring and alerting functionality
Create monitoring dashboard views
Document monitoring procedures
Configure proactive monitoring parameters

Ticket 3.4: Webroot Cloud Configuration

Hours: 4.00 Assigned To: Security Specialist Dependencies: Ticket 3.2

Checklist:

Create customer tenant in Webroot console
Configure security policies and settings
Prepare deployment packages
Test policy enforcement and reporting
Create admin access and training materials
Configure automated deployment procedures

Ticket 3.5: Store Manager Coordination

Hours: 2.00 Assigned To: Project Manager Dependencies: Ticket 2.4.3

Checklist:

Contact each store manager to introduce project
Schedule installation windows for each location
Confirm access requirements and contacts
Identify peak business times to avoid
Provide installation overview and expectations
Collect emergency contact information

Ticket 3.6: ISP Coordination

Hours: 8.00 Assigned To: Network Specialist Dependencies: Ticket 2.5.1, Ticket 2.5.2

Checklist:

Schedule new ISP installations where needed
Coordinate backup ISP installations
Schedule legacy circuit cancellations
Verify installation appointments and contacts
Plan overlap periods to prevent service interruption
Create ISP cutover procedures
Coordinate with current ISP providers

Ticket 3.7: Current Vendor Handover Coordination

Hours: 4.00 Assigned To: Project Manager Dependencies: Ticket 2.3.2

Checklist:

Schedule handover meeting with existing MSP
Obtain all current IT vendor contacts and relationships
Review all existing IT service contracts
Schedule technical handover sessions
Identify ongoing projects or commitments
Plan termination of existing services
Coordinate emergency contact updates

Phase 4: Implementation (Weeks 4-10) (258.00 hours)

Phase Configuration

Dependencies: Phase 3 completion
Success Criteria: All locations implemented with monitoring active

Ticket 4.1: Location 1 - Installation, Integration & Go-Live

Hours: 14.00 Assigned To: Implementation Team Lead Dependencies: Ticket 3.2, Ticket 3.5

Pilot Location Implementation:

Complete IT asset inventory and documentation
Install core HaaS equipment
Perform network rack cable cleanup
Apply asset tags to all equipment
Configure 24/7 NOC monitoring
Deploy Webroot Cloud protection
Test all systems and integrations
Train location staff on procedures
Complete go-live validation

Ticket 4.2: Batch 1 Implementation (Locations 1-3)

Hours: 42.00 Assigned To: Implementation Team Dependencies: Ticket 4.1

First Batch Rollout:

Complete installations for locations 2-3
Replicate successful pilot procedures
Validate monitoring for all batch 1 locations
Complete staff training at each location
Document lessons learned
Validate ISP connectivity and failover

Ticket 4.3: Batch 2 Implementation (Locations 4-6)

Hours: 42.00 Assigned To: Implementation Team Dependencies: Ticket 4.2

Second Batch Rollout:

Complete installations for locations 4-6
Apply lessons learned from batch 1
Validate all systems and monitoring
Complete staff training
Test emergency procedures

Ticket 4.4: Batch 3 Implementation (Remaining Locations)

Hours: 160.00 Assigned To: Implementation Team Dependencies: Ticket 4.3

Final Batch Rollout:

Complete installations for all remaining locations
Finalize all monitoring and alerting
Complete comprehensive testing
Train all remaining staff
Validate system performance across all locations

Ticket 4.5: System Takeover & Legacy Disconnect

Hours: 0.00 Assigned To: Technical Lead + Project Manager Priority: Critical

Complete System Control Transfer:

Transfer all vendor relationships to SpecGravity
Update all emergency contact information
Disable legacy MSP access and monitoring
Update all ISP and vendor contacts
Notify staff of new support procedures
Complete final access validation

Phase 5: Stabilization & Handover (Weeks 10-12) (43.00 hours)

Phase Configuration

Dependencies: Phase 4 completion
Success Criteria: Complete documentation, stable systems, successful handover

Ticket 5.1: Documentation Compilation

Hours: 16.00 Assigned To: Technical Lead Dependencies: Ticket 4.5

Complete Documentation Package:

Consolidate all asset inventories and photos
Create master network topology diagrams
Compile configuration documentation
Create support procedures and contact lists
Prepare handover documentation package
Upload all documentation to customer portal

Ticket 5.2: Customer Training

Hours: 8.00 Assigned To: Account Manager + Technical Lead Dependencies: Ticket 5.1

Portal and Procedures Training:

Setup customer access to support portal
Train on ticket creation and tracking
Review emergency escalation procedures
Demonstrate monitoring dashboard
Provide support contact information
Schedule first monthly business review

Ticket 5.3: System Performance Validation

Hours: 12.00 Assigned To: NOC Engineer Dependencies: Ticket 4.5

Performance and Stability Validation:

Review all monitoring alerts and performance
Validate proactive remediation functioning
Test all escalation procedures
Confirm backup and failover systems working
Optimize performance where needed
Generate baseline performance reports

Ticket 5.4: Project Closure & Handover

Hours: 4.00 Assigned To: Project Manager Dependencies: Ticket 5.2, Ticket 5.3

Project Completion:

Conduct final project review with customer
Obtain project sign-off and satisfaction confirmation
Transition project to ongoing support team
Update customer account with all configurations
Schedule post-implementation review (30 days)
Close project and celebrate success

Ticket 5.5: Complete Access Validation & Go/No-Go Decision

Hours: 3.00 Assigned To: Project Manager + Technical Lead Priority: Critical

Final Validation:

Complete system access audit
Confirm no remaining legacy dependencies
Validate vendor relationship transfers
Confirm emergency procedures updated
Validate customer independence with SpecGravity support
Final security review
Go-live readiness decision

Critical Success Factors & Risk Mitigation

Project Cannot Proceed Without:

Complete administrative access to all network equipment
ISP account management access for circuit coordination
Domain and DNS management access for infrastructure changes
Current MSP/vendor handover coordination and knowledge transfer
POS and payment system administrative access for integration testing

Common Access Challenges & Solutions

Challenge	Solution
Forgotten Credentials	Vendor reset procedures and documentation
Departed IT Staff	Credential recovery processes and vendor assistance
Vendor Resistance	Contract review and legal escalation procedures
Incomplete Documentation	Extended discovery procedures and system scanning
Security Concerns	Secure transfer methodology demonstrations

Time Estimation Guidelines

Location-Based Adjustments

Small Deployments (1-3 locations): Use base estimates
Medium Deployments (4-8 locations): Add 25% to estimates
Large Deployments (9+ locations): Add 50% to estimates
Complex Integrations: Add specialist hours for custom systems
Difficult Access Collection: Add 1-2 weeks if customer is slow to provide access
Complex Vendor Handover: Add 1 week for complex current MSP transitions

Workflow Automation & Notifications

Automated Triggers

Task completion notifications to next assigned resource
Customer updates at phase completions
Overdue task escalation (25% over estimate)
Weekly status updates to stakeholders
Access collection daily reminders
Vendor handover tracking and escalation
Security validation failure alerts

Custom Notifications

Installation reminders to store managers (24 hours prior)
System Access Requirements delivery upon contract signature
Credential collection reminders until completion
Account transfer confirmation notifications
Emergency escalation for high-priority issues

Reporting & Analytics

Standard Reports

Weekly status reports for customers and stakeholders
Resource utilization reports for capacity planning
Project profitability analysis
Customer satisfaction tracking
Access collection status monitoring
Vendor transition progress tracking
Security posture pre/post comparison

SpecGravity ConnectWise Project Template
Hospitality MSP Onboarding - Complete Implementation Guide
Document Version 1.0 | Total Project Hours: 398