Professional Services Terms of Service

Contents

Accelerating growth with new funding and partnerships

Guided Implementation Product Terms

1. Scope of Implementation Services or Professional Services

Coordination and communication with the Customer’s Dedicated Project Manager.
Consulting services on MaintainX configuration and best practices from an implementation specialist.
Configuration of customer data into MaintainX modules for Assets, Locations, Parts, Meters, Preventive Maintenance Plans, and Vendors.
Configuration of customer workflows in MaintainX.
Digitize and upload up to 50 Procedures into MaintainX for scheduling Work Orders.
Training to Full Users and Administrators in app.
Assistance with interpreting reporting metrics and KPIs through MaintainX’s reporting module.
Modification and set-up user permissions for Enterprise plan customers as required.
This Service is provided in English only.
MaintainX provides the Implementation Services or Professional Services solely to facilitate Customer’s successful adoption of the MaintainX software application. Customer is solely responsible for the design, evaluation, maintenance, and planning of Customer’s machinery, equipment, facilities, structures, systems, or works, including a licensed professional where required. MaintainX is not authorized or licensed to practice, and does not engage in the practice of engineering. Neither the Implementation Services, Professional Services, or the Services nor anything provided by MaintainX in connection with the Implementation Services, Professional Services, or the Services will be construed as the practice of engineering by MaintainX or any MaintainX employee.

2. Assumptions

Customer Project Manager will provide data in a clean, structured, and editable format.
Customer Project Manager will attend meetings, confirm data configured is compliant with customer requirements and ensure users complete training within the timeframe suggested by the implementation specialist.
Timely customer engagement is essential to meet the implementation timeline.

3. Exclusions

Integrations with IoT Sensors, PLC, ERP systems (e.g., SAP), or business intelligence tools.
Historical Work order data (previously completed work orders) configuration.
Checklist/Procedure digitization beyond the 50 included within scope.
On-site services.

4. Customer Responsibilities

Assign a dedicated Project Manager who speaks English to work with the Implementation Specialist to:
- Complete the assigned Guided Implementation MaintainX Academy training site.
- Organize and collect required data into the MaintainX Import Workbook.
- Ensure user access to MaintainX on all necessary devices.
- Schedule time for team members to complete training assigned by Implementation Specialists.
Complete the Import Workbook.xlsx and upload it on the Guided Implementation MaintainX Academy training site.
Review and approve imported data into MaintainX modules for accuracy. Customers will have thirty (30) business days to review and provide written feedback or approval.

5. Schedule

The first meeting occurs within a maximum of four weeks of signed agreements, unless otherwise agreed upon.
The first meeting is a Guided Implementation Introduction (15 minutes) meeting.
Once the Guided MaintainX Academy training path is completed by the Project Manager, the customer will receive up to three Progress Check-in Meetings (30 minutes each).
Milestones for Go-Live include:
- Critical Assets, Locations, and Parts imported.
- Standard Operating Procedures and Work Orders digitized.
- Preventive Maintenance Plan scheduled.
- Training for users complete
Go-Live enables immediate use of MaintainX for Work Orders and PM tasks.

Expert-Led Implementation Product Terms

1. Scope of Implementation Services

Coordination and communication with the Customer’s Dedicated Project Manager(s).
Consulting services on MaintainX configuration and best practices from an implementation specialist.
Configuration of customer data into MaintainX modules for Assets, Locations, Parts, Meters, Preventive Maintenance Plans, and Vendors.
Configuration of customer workflows in MaintainX.
Digitize and upload up to 50 Procedures into MaintainX for scheduling Work Orders.
Training to Full Users and Administrators in app.
Assistance with interpreting reporting metrics and KPIs through MaintainX’s reporting module.
Modification and set-up user permissions for Enterprise plan customers as required.
This service can be provided in English, French or Spanish.
MaintainX provides the Implementation Services or Professional Services solely to facilitate Customer’s successful adoption of the MaintainX software application. Customer is solely responsible for the design, evaluation, maintenance, and planning of Customer’s machinery, equipment, facilities, structures, systems, or works, including a licensed professional where required. MaintainX is not authorized or licensed to practice, and does not engage in the practice of engineering. Neither the Implementation Services, Professional Services, or the Services nor anything provided by MaintainX in connection with the Implementation Services, Professional Services, or the Services will be construed as the practice of engineering by MaintainX or any MaintainX employee.

2. Assumptions

Customer Project Manager will provide data in a clean, structured, and editable format.
Customer Project Manager will attend meetings, confirm data configured is compliant with customer requirements and ensure users complete training within the timeframe suggested by the implementation specialist.
Timely customer engagement is essential to meet the implementation timeline.
Customized tasks may extend beyond the standard three-week schedule.

3. Exclusions

Integrations with IoT Sensors, PLC, ERP systems (e.g., SAP), or business intelligence tools.
Historical Work order data (previously completed work orders) configuration.
Checklist/Procedure digitization beyond the 50 included within scope.
On-site services.

4. Customer Responsibilities

For multi-site customers, assign a leader for key decisions on project progress, standardization and user adoption.
Assign a dedicated Project Manager to work with the Implementation Specialist per site.
- Organize and collect required data (Assets, Locations, and Procedures).
- Ensure user access to MaintainX on all necessary devices.
- Schedule training sessions for team members.
Complete the Import Workbook.xlsx per site or provide clean and editable data files from existing systems. The Project Manager is responsible for clarifying any inaccuracies found by the Implementation Specialist.
Review and approve imported data into MaintainX modules for accuracy.

5. Schedule

Implementation will occur over three weeks per site if customer data is provided on time. The first meeting occurs within a maximum of four weeks of signed agreements, unless otherwise agreed upon.
Up to four meetings per site with the Project Manager: Kickoff (1 hour), Progress Check-ins (30 minutes each), and Go-Live (30 minutes). Additional meetings are provided on an as-need basis.
Milestones for Go-Live include:
- Critical Assets, Locations, and Parts imported.
- Standard Operating Procedures and Work Orders digitized.
- Preventive Maintenance Plan scheduled.
- Training for users complete
Go-Live enables immediate use of MaintainX for Work Orders and PM tasks.

QuickBooks Online Integration Product Terms

1. Scope of Integration Services

Workflow Selection: The Customer will receive access only to the specific workflows they have purchased from the available options listed below. Integration workflows are modular and may be purchased separately. Integration workflows that are not listed in the below list are currently not available for purchase.

Each integration workflow constitutes an Implementation Service or Professional Service, as defined in the Terms of Service (or any other applicable agreement) between Customer and MaintainX. The Terms of Service (or any other applicable agreement) is incorporated herein and applies to such Implementation Service or Professional Service.

Available Workflows

A. QuickBooks Online Invoice/Estimate Integration

An Invoice or Estimate will be generated in QuickBooks Online when either A, B or C occurs:

A) “Invoice” Category is added

B) Work Order is completed

C) Work Order is completed with the “Invoice” Category

A, B or C will be selected during the integration configuration.
“Invoice” category can be renamed based on the Customer’s preference.
The Customer will be able to indicate if they want an Invoice or Estimate to be generated in QuickBooks Online.

B. Invoice/Estimate Details: The generated Invoice/Estimate will include:

Line Items: Reflecting Time, Parts, and Other Costs from the MaintainX Work Order. If Estimate is selected, the Line Item Description will populate from the Work Order Description. If Invoice is selected, the Line Item Description will populate from the QuickBooks Online Product Description.
Product Mapping: MaintainX Parts will map to a Product of Type “Inventory” or “Service” in QuickBooks Online. Time and Other Costs will be mapped to designated items in QuickBooks Online during the integration configuration.
Billing: The Invoice will be billed to the Customer set on the Work Order’s associated “Location” (referred to as Customer) within MaintainX.
Memo Details: Work Order ID Number, Title, and Description will populate the Customer memo section within the QuickBooks Online Invoice.

C. Customer and Product Creation:

If a Customer does not exist in QuickBooks Online, it will be created based on the MaintainX Location Name.
If a part does not exist in QuickBooks Online, it will be generated as a Product of Type “Inventory” or “Service,” depending on the selected custom field value in MaintainX. Newly created Products will be assigned to the Sales of Product Income Account, Cost of Goods Sold Account, and Other Current Asset Account in QuickBooks Online.
For Inventory Products, the “Inventory Start Date” field will be used if populated; otherwise, the current date will be set as the Inventory Start Date.

2. Assumptions

Source of Truth: QuickBooks Online will act as the source of truth for Customer and Parts records.
MaintainX Locations must represent QuickBooks Online Customers, and the Locations feature cannot be repurposed for other functions (e.g., tracking physical locations).
The integration is designed for QuickBooks Online. QuickBooks Desktop or other legacy versions are not supported under this agreement.

3. Exclusions

Custom Fields or Procedure Fields entered in MaintainX are not transferred to the QuickBooks Online Invoice.
Parent Hierarchy for Parts is not supported in this integration.
An Invoice in Quickbooks Online will not generate a Work Order in MaintainX.

4. Customer Responsibilities

QuickBooks Online Administrators must assist with necessary configurations.
Customer’s project manager and/or technical support staff will participate in meetings, data sharing, and coordination to facilitate integration progress. MaintainX will consolidate requests to minimize impact, though additional support may be needed for unplanned requirements during the build and testing phases.

5. Schedule

Project Timeline: MaintainX Professional Services will work to meet the Customer’s schedule, contingent upon the Customer’s Project Manager and the Customer’s internal processes. The integration process is expected to follow a 3-week timeline and begins after implementation (if purchased).
- Requirements & Data Gathering: 1 week
- Configuration of Integration: 1 week
- Testing & Deployment: 1 week

Motive Integration Product Terms

1. Scope of Integration Services

Available Workflows

A. Motive Asset Mapping (included in all workflows below)

Motive Assets and Vehicles to MaintainX Assets: Each Motive Vehicle and Asset is mapped to a corresponding MaintainX Asset. The Motive Vehicle and Asset ID is stored in a custom field on the MaintainX Asset, and the Motive Vehicle/Asset Name is used as the MaintainX Asset Name.
Automatic Creation: When a new Motive Vehicle is created, a MaintainX Asset is automatically created with the same name and Motive Vehicle ID stored in a custom field.
Manual Creation: When a new Motive Asset is created, it must be manually created in MaintainX by an administrator, with the Motive Asset ID entered manually.

B. Motive Fleet Data Integration

Frequency: MaintainX Meters associated with an Asset containing a Motive ID will sync odometer readings and/or engine hours from Motive on a daily basis if changes have occurred since the last reading.
Manual Meter Setup: A new Motive Vehicle or Asset requires a manually created Odometer and/or Engine Hours Meter in MaintainX, assigned to the appropriate MaintainX Asset.

C. Motive Fault Codes Integration

Work Order Generation: When a Vehicle Fault Code is triggered in Motive, a Work Order will be generated in MaintainX, including fields for Title, Priority, Location, and assigned Asset.

2. Assumptions

The Motive Vehicle ID is fixed on the MaintainX Asset once inputted.
The Customer acknowledges that any new Vehicles or Assets created in Motive require manual configuration of Meters in MaintainX to associate with the corresponding Asset.

3. Exclusions

New Motive Assets will not automatically be added to MaintainX, nor will new MaintainX Assets automatically create Motive Assets or Vehicles.
Motive-triggered Asset Fault Codes will not generate Work Orders in MaintainX.

4. Customer Responsibilities

Motive Administrators must assist with necessary configurations.
Customer’s project manager and/or technical support staff will participate in meetings, data sharing, and coordination to facilitate integration progress. MaintainX will consolidate requests to minimize impact, though additional support may be needed for unplanned requirements during the build and testing phases.

5. Schedule

Project Timeline: MaintainX Professional Services will work to meet the Customer’s schedule, contingent upon the Customer’s Project Manager and the Customer’s internal processes. The integration process is expected to follow a 3-week timeline and begins after implementation (if purchased).
- Requirements & Data Gathering: 1 week
- Configuration of Integration: 1 week
- Testing & Deployment: 1 week

Samsara Integration Product Terms

1. Scope of Integration Services

Available Workflows

A. Samsara Asset Mapping (included in all workflows below)

Samsara Assets to MaintainX Assets: Each Samsara Asset is mapped to a corresponding MaintainX Asset. The Samsara ID is stored in a custom field on the MaintainX Asset, and the Samsara Vehicle/Asset Name is used as the MaintainX Asset Name.
Manual Creation: When a new Samsara Asset is created, it must be manually created in MaintainX by an administrator, with the Samsara ID entered manually.

B. Samsara Fleet Data Integration

Frequency: MaintainX Meters associated with an Asset containing a Samsara ID will sync odometer readings and/or engine hours from Samsara on a daily basis if changes have occurred since the last reading.
Manual Meter Setup: A new Samsara Vehicle or Asset requires a manually created Odometer and/or Engine Hours Meter in MaintainX, assigned to the appropriate MaintainX Asset.

C. Samsara DVIR Integration

When a Driver Vehicle Inspection Report (DVIR) is submitted in Samsara, a Work Request or Work Order will be generated in MaintainX, including fields for Title, Priority, Location, and Asset. Any images attached to the DVIR will transfer to the Work Request/Order. Once completed, the Samsara DVIR will be resolved by a designated default user (to be provided by the Customer) or to the MaintainX user that completed the Work Order depending on the configuration. Individual DVIR Defects can also be resolved and set-up during configuration.

D. Fault Code-Triggered Work Orders

If a Vehicle Fault Code is triggered in Samsara, a Work Request or Work Order will be generated in MaintainX with fields for Title, Priority, Location, and Asset.

2. Assumptions

Samsara ID will remain unchanged on the MaintainX Asset after input.
The Customer acknowledges the setup of two reserved Meter Units for Samsara data sync.

3. Exclusions

Meter readings from Trailers are not supported for sync with MaintainX.
Asset Fault Codes and DVIRs related to non-vehicle assets (e.g., trailers) will not generate Work Requests or Work Orders in MaintainX.
Fault Codes will not be automatically resolved when the corresponding Work Order is completed.

4. Customer Responsibilities

Customer’s Samsara Administrator(s) must assist with the initial Samsara configuration.
Customer’s dedicated project manager and/or technical support staff will be available for meetings, data transfers, and overall coordination. MaintainX will consolidate requests to minimize additional impact, though further support may be required to address unforeseen needs during build and testing phases.

5. Schedule

Project Timeline: MaintainX Professional Services will work to meet the Customer’s schedule, contingent upon the Customer’s Project Manager and the Customer’s internal processes. The integration process is expected to follow a 3-week timeline and begins after implementation (if purchased).
- Requirements & Data Gathering: 1 week
- Configuration of Integration: 1 week
- Testing & Deployment: 1 week

Asset Manual Sourcing Service Product Terms

1. Scope of Professional Services

MaintainX will perform best-effort research using publicly available online sources to locate digital manuals associated with the Manufacturers and Models the Customer submits to MaintainX.
Services to be provided or delivered to Customer:
- Upload of any sourced manuals into Customer’s MaintainX organization and mapping to corresponding assets where Model and Manufacturer in the account reasonably correspond to the submitted combination. MaintainX may use its professional judgment to map near-matches when strings differ.
- A Post-Service Report summarizing results for the submitted list: Asset Name, Model, Manufacturer, link to asset in Customer’s MaintainX organization; whether a manual was found; and, if applicable, a paywall link and any available estimated cost for Customer to directly purchase any applicable manual subject to a paywall.
Content caveats: Manuals identified may not be a 1:1 match to a specific variant or model year, may provide partial coverage, and may not be the latest version of any applicable manual; additional materials may be required for complete coverage.
Nature of service: This is a one-time Professional Service for the submitted pre-sale template; MaintainX does not provide any guarantee that any manual will be found for a specific asset.
No engineering/compliance services: MaintainX provides professional services to facilitate adoption of the platform and does not practice engineering or regulatory compliance; nothing provided should be construed as such.

2. Assumptions

Submitted pre-sale template: Customer will work with their MaintainX Main point of contact to use the MaintainX pre-sale template to submit and confirm the final list of assets before the service begins (Customer to approve the final version).
Unique Combination (counting rule): Each search is performed against exact string matches of Manufacturer + Model as agreed upon with the Customer. Typographical, formatting, spacing, or variant differences are each treated as distinct Unique Combinations. MaintainX has no obligation to validate, correct, normalize, or de-duplicate Customer’s submissions.

3. Exclusions

Purchasing, licensing, storing, or distributing paywalled manuals on Customer’s behalf.
OEM outreach, physical media procurement, scanning/archival recovery.
Post-delivery monitoring/updates of manuals, ongoing re-runs, or content translation/editing.
Data cleansing/normalization of Customer’s asset data beyond optional non-binding guidance.

4. Customer Responsibilities

Confirm the final list of assets to be included prior to research using the Pre-sale template; optionally clean or filter the list (e.g., remove assets that already have manuals).
Ensure submitted rows include accurate Model and Manufacturer values; each distinct string counts as its own Unique Combination and may be billed accordingly.
Review paywalled manual links and independently manage any purchasing/licensing and downstream use; MaintainX will not acquire, upload, store, or distribute paywalled content.
Verify uploaded manuals for accuracy, relevance, completeness, and safe use prior to operational reliance or enabling using CoPilot

5. Schedule

Parties will coordinate a start date and delivery timeline; dates are estimates that will depend on the size of the service request.
Acceptance: Deliverables are deemed accepted upon the earlier of (a) Customer’s written acceptance or (b) 30 days after delivery if no written notice is provided. MaintainX may, at its discretion, make reasonable corrections to remove unwanted manuals reported within that window.

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