Key Contact Responsibilities

Kinetix requires that all clients choose a Key Contact to act as the point person for the relationship with Kinetix. This role is critical for the smooth operation of IT; while Kinetix aims to be a one-stop shop, the client must make decisions and lead communications, and the Key Contact takes on these responsibilities. Below are the responsibilities that the Key Contact holds by default in the relationship with Kinetix, though the client may decide to appointment multiple Key Contacts to handle different roles, or assign backup contacts when the primary Key Contact isn’t available.

Kinetix/Client Liaison

CSM Touch Points

  • Check-in calls: Periodic calls with Client Success Manager (CSM) to review critical issues and ongoing projects
  • Review and Planning (RAP) Sessions: Periodic meetings with CSM to discuss big picture strategy issues and provide formal feedback
  • CIO Presentations: Periodic meetings with CSM in which CSM provides an in-depth presentation on all IT systems and provide strategy recommendations

Feedback

  • Provide formal feedback on overall experience with Kinetix during RAP Sessions and CIO Presentations
  • Convey ongoing feedback from employees to Kinetix 
  • Review weekly case reports from Kinetix 

Emergency Contact

  • Field communications from Kinetix regarding emergency situations such as service outages
  • Communicate updates to employees during emergency situations

Scheduled Down Time

  • Communicate with Kinetix to schedule down time for maintenance or infrastructure upgrades
  • Advise Kinetix regarding preferred timing of down time
  • Communicate down time to employees and inform them of implications of maintenance
  • Coordinate with other office locations

Approvals and Decisions

Purchase Approvals

  • Approve all IT-related purchases, including computers, printers, infrastructure equipment, additional software/service licenses, etc.
  • Approve charges for onsites (if applicable)
  • Review invoices and lists of active computers, users, mailboxes, etc.

Security Change Approvals

  • Approve changes that affect user information access, including changes to file/folder permissions, email distribution lists, etc.
  • Approve Kinetix checklists, including New Computer Setup checklist, New User checklist, and User Termination checklist

Strategic Decisions

  • Review proposals regarding the costs and benefits of strategic options, such as infrastructure upgrades and service migrations
  • Gather input from relevant employees to make final decisions
  • Communicate with employees regarding changes

Out-of-Scope IT Issues

  • Find outside solutions for any services that are not supported by Kinetix
  • Handle support contracts for company-specific applications or line-of-business applications
  • Manage vendor contracts, including negotiating terms and managing expiration dates, for Internet Service Providers (ISPs), phone providers, wireless carriers, etc.
  • Manage the on-premise inventory of IT equipment, including loaner laptops, peripherals, phones, keyboards, monitors, printer toner, etc.