Effective Date | {effective date} |
SOW # | {sow reference number} |
Customer | {Customer} |
Customer Contact | {Customer Contact Name} {Customer Contact Email} {Customer Contact Phone No} |
Customer Contract Information | |
Ixonn Contact | {Ixonn Contact Name} {Ixonn Contact Email} {Ixonn Contact Phone No} |
Payment Basis | {pre-pay / time-materials / fixed-price} |
Invoice Schedule | {weekly / monthly / other} |
Acceptance | |
Payment Terms | |
Billing Information | |
Subcontractor Information |
1. Description
This Statement of Work (“SOW”) is entered into between Ixonn (“Provider”) and [Customer Name] (“Customer”) for the implementation of Ixonn Online Services, a state-of-the-art SaaS Business Information Management web platform. This SOW delineates the comprehensive Implementation Services to be furnished by Ixonn, encompassing Rapid Deployment, Full Implementation, or Module Based Rollout methodologies, as explicitly defined in the accompanying Order Form. The services outlined herein are designed to ensure a seamless integration of Ixonn Online Services into the Customer’s existing business ecosystem, optimizing operational efficiency and data management capabilities.
2. Project Scope
Ixonn will provide Implementation Services to configure and deploy Ixonn Online Services for the Customer. The scope of work includes:
2.1. Project Initiation and Planning:
a) Establish project governance structure, including steering committee formation
b) Develop comprehensive project charter outlining objectives and success criteria
c) Conduct risk assessment and formulate mitigation strategies
d) Create detailed communication plan for seamless information flow
2.2. Requirements Gathering and Analysis:
a) Conduct in-depth workshops and interviews with key Customer personnel
b) Map current business processes and identify pain points
c) Define future-state workflows
d) Document detailed business requirements in a specification document
2.3. System Configuration and Customization:
a) Configure Ixonn Online Services platform based on documented requirements
b) Set up organizational hierarchies and define user roles and permissions
c) Configure workflow rules and establish data validation protocols
d) Undertake custom development where necessary to extend platform capabilities
2.4. Data Migration and Integration:
a) Design and execute comprehensive data migration strategy
b) Perform data extraction, transformation, and loading (ETL) processes
c) Conduct data cleansing, normalization, and reconciliation
d) Implement integration with existing systems using industry-standard APIs
2.5. User Acceptance Testing:
a) Develop detailed test scripts and scenarios covering critical business processes
b) Guide Customer representatives through test execution
c) Document test results and address identified issues
d) Conduct iterative refinement process to meet all requirements
2.6. Training and Knowledge Transfer:
a) Design and deliver comprehensive training program tailored to various user roles
b) Develop hands-on workshops, e-learning modules, and detailed user manuals
c) Employ “train-the-trainer” approach to build internal expertise
d) Conduct technical knowledge transfer sessions for Customer’s IT staff
2.7. Go-live Support and Stabilisation:
a) Provide enhanced on-site and remote support during go-live period
b) Monitor system performance in real-time and respond rapidly to issues
c) Conduct formal post-implementation review
d) Provide heightened support during defined stabilization period
3. Deliverables
The following Deliverables are to be provided by Ixonn through the Implementation Services:
3.1. Project Plan and Schedule:
a) Comprehensive project management artifact detailing all phases and milestones
b) Gantt charts and critical path analysis
c) Resource histograms for effective project tracking
d) Dynamic document serving as implementation roadmap
3.2. Requirements Documentation:
a) Detailed compilation of functional and non-functional requirements
b) Use cases and process flows
c) Data models
d) Authoritative reference for system configuration and customization
3.3. Configured Ixonn Online Services Instance:
a) Fully configured and customized platform instance
b) All necessary system settings and user profiles
c) Workflow configurations
d) Custom developments as agreed upon
3.4. Data Migration Report:
a) Comprehensive results of data migration process
b) Statistics on data volumes and quality metrics
c) Details of data cleansing and transformation activities
d) Traceability between source and target systems
3.5. User Acceptance Test Plans and Results:
a) Suite of test cases covering all critical business processes
b) Detailed execution logs and results
c) Summary of identified issues and their resolution status
d) Sign-off documentation from designated Customer representatives
3.6. Training Materials and Documentation:
a) Complete set of training resources
b) User manuals and quick reference guides
c) E-learning modules
d) Customized materials reflecting Customer’s specific configuration
3.7. Go-live Readiness Assessment:
a) Comprehensive evaluation of technical, operational, and organizational factors
b) Checklist of pre-go-live activities
c) Risk mitigation strategies
d) Contingency plans for smooth transition
3.8. Post-implementation Support Plan:
a) Detailed support structure and escalation procedures
b) Service level agreements for post-go-live period
c) Delineation of roles and responsibilities for both Ixonn and Customer support teams
d) Procedures for continuity of operations and rapid issue resolution
4. General Scope Assumptions
4.1. Customer Access and Cooperation:
a) Timely and unrestricted access to necessary personnel, systems, and data
b) Granting of appropriate security clearances and system privileges
c) Provision of required network access
d) Acknowledgment that access delays may impact project timeline
4.2. Customer Project Management:
a) Assignment of dedicated, experienced project manager as primary point of contact
b) Empowerment of project manager to make decisions and allocate resources
c) Coordination of internal stakeholders by Customer project manager
d) Management of organizational change and timely completion of Customer-owned tasks
4.3. Remote Work Execution:
a) Performance of implementation services primarily through remote means
b) Use of secure, industry-standard collaboration and remote access tools
c) Customer’s assurance of network infrastructure compatibility with remote work
d) Mutual agreement required for any on-site work, subject to additional costs
4.4. Standard Feature Implementation:
a) Utilization of standard Ixonn Online Services platform features and functionalities
b) Explicit definition required for any custom development or significant deviations
c) Acknowledgment that standard features optimize performance and simplify upgrades
d) Alignment with industry best practices through standard feature use
4.5. Customer Hardware and Third-Party Software Responsibilities:
a) Customer’s sole responsibility for procuring necessary hardware and infrastructure
b) Customer’s obligation to obtain and maintain required third-party software licenses
c) Ixonn’s provision of specifications for required components
d) Customer’s accountability for procurement and performance of these elements
5. Customer Obligations
5.1. Dedicated Project Management:
a) Appointment of a dedicated project manager with requisite authority
b) Oversight of all Customer-side aspects of the implementation
c) Internal resource allocation and stakeholder management
d) Primary liaison with Ixonn’s implementation team
5.2. Stakeholder Availability:
a) Ensuring availability of key stakeholders and subject matter experts
b) Participation in crucial project activities (e.g., workshops, reviews, testing)
c) Advance scheduling of key personnel participation
d) Acknowledgment that unavailability may impact project timelines
5.3. Timely Information Provision:
a) Prompt and comprehensive responses to all information requests
b) Provision of detailed business process documentation
c) Sharing of necessary data samples and system access credentials
d) Understanding that delays may affect project milestones
5.4. Deliverable Review and Approval:
a) Timely review and feedback on all project deliverables
b) Adherence to agreed-upon timeframes specified in the project schedule
c) Designation of personnel with authority to approve deliverables
d) Ensuring availability for review sessions and sign-off meetings
5.5. User Acceptance Testing Execution:
a) Allocation of sufficient resources for comprehensive testing
b) Identification and training of test participants
c) Execution of test scripts and documentation of results
d) Prompt reporting of any issues or discrepancies
5.6. Internal Readiness:
a) Undertaking of necessary internal preparations for system transition
b) Conducting internal change management activities
c) Preparation of end-users for new processes and workflows
d) Alignment of internal policies with the new system
6. Schedule
The implementation schedule will be customized based on the specific service offering and Customer requirements. A sample schedule template is provided below:
Phase | Duration | Start Date | End Date |
|---|---|---|---|
Project Initiation | 1 week | {TBD} | {TBD} |
Requirements Gathering | 2 weeks | {TBD} | {TBD} |
Configuration and Customisation | 4 weeks | {TBD} | {TBD} |
Data Migration | 2 weeks | {TBD} | {TBD} |
User Acceptance Testing | 2 weeks | {TBD} | {TBD} |
Training | 1 week | {TBD} | {TBD} |
Go-Live and Stabilisation | 2 weeks | {TBD} | {TBD} |
7. Estimated Time and Effort
The professional services fees are based on the selected implementation type and the estimated effort required. A sample fee structure is provided below:
Role | Hourly Rate | Estimated Hours | Total |
|---|---|---|---|
Project Manager | ${x} | {y} | ${x*y} |
Solution Architect | ${x} | {y} | ${x*y} |
Implementation Consultant | ${x} | {y} | ${x*y} |
Data Migration Specialist | ${x} | {y} | ${x*y} |
Trainer | ${x} | {y} | ${x*y} |
Total | ${sum} |
8. Payment Method and Process
8.1. Invoice Issuance:
Ixonn will issue monthly invoices for services rendered, detailing all work performed and expenses incurred. The Customer agrees to promptly review invoices and notify Ixonn of any disputes within 10 days of receipt.
8.2. Payment Terms:
Invoices are payable within 30 days of the invoice date via electronic funds transfer to Ixonn’s designated account. Late payments may incur interest charges as specified in the Master Services Agreement.
8.3. Currency and Taxes:
All fees are quoted in [Currency] and exclude applicable taxes, which are the Customer’s responsibility.
8.4. Payment Method:
Ixonn will provide necessary banking details on each invoice, and the Customer is responsible for ensuring full payment without deductions for transfer fees.
9. Travel and Expenses
9.1. Travel and Expense Approval:
Any travel and expenses incurred by Ixonn personnel in connection with the delivery of services under this SOW will be billed separately from the professional services fees. All such expenses require prior written approval from the Customer. Ixonn will provide an estimate, where possible, of anticipated expenses before any expenses are incurred.
9.2. Expense Billing:
Approved expenses will be billed at cost plus a 10% administrative fee to cover the processing and management of such expenses. Ixonn will provide detailed receipts and documentation for all billed expenses as part of the invoicing process. The Customer has the right to audit these expenses upon reasonable notice.
9.3. Reimbursable Expenses:
The Customer agrees to reimburse reasonable out-of-pocket expenses incurred by Ixonn personnel directly related to the delivery of services under this SOW. All expenses will be in compliance with the Customer’s travel policy, where applicable, provided such policy has been shared with Ixonn in advance.
10. Change Control Process
10.1. Change Request Initiation:
Either party may initiate a request for changes to the scope of work defined in this SOW. All change requests must be submitted in writing using the designated Change Request Form. The requesting party must provide a detailed description of the proposed change, including the rationale for the change and any known or anticipated impacts on the project timeline, resources, or deliverables.
10.2. Impact Assessment:
Upon receipt of a Change Request Form, Ixonn will conduct a thorough assessment of the proposed change. This assessment will evaluate the impact on project scope, schedule, resources, and cost. Ixonn will document the results of this assessment, including any recommendations or alternative approaches, in a Change Impact Analysis document. This analysis will be completed within five (5) business days of receiving the change request, unless otherwise agreed upon by both parties.
10.3. Change Evaluation and Approval:
The Change Impact Analysis will be reviewed by both Ixonn and the Customer. Both parties must mutually agree on the implementation of any change before it can proceed. This agreement includes acceptance of any modifications to project timelines, resource allocations, or additional costs associated with the change. The Customer’s Project Manager and Ixonn’s Project Manager both have the authority to approve changes within predefined limits, while changes exceeding these limits may require higher-level management approval from both organizations.
10.4. Change Documentation:
All approved changes will be formally documented in a Change Order. The Change Order will detail the nature of the change, its impact on the project, any revisions to the project schedule or deliverables, and any associated cost implications. Both parties must sign the Change Order to signify their agreement to the specified changes and their impact on the overall SOW.
10.5. Change Implementation:
Once a Change Order has been fully executed, Ixonn will incorporate the approved changes.
Authorization
This Statement of Work is authorized and agreed to by the undersigned representatives of Ixonn and Customer:
For Customer | For Ixonn |
Name: | Name: |
Title: | Title: |
Signature: | Signature: |
Date: | Date: |
