Project Organization

Statement of Work – Implementation of FieldOne Sky for

XXX

[INSERT AND CENTER PROSPECT LOGO HERE]

© FieldOne Systems, LLC | FieldOne.com Page 1

April 13, 2020

Dear Mr. XXX,

It is our pleasure to submit this Statement of Work (SOW) to XXX for the implementation of

FieldOne Sky that is aligned with the previous conversations we’ve had surrounding your needs

© FieldOne Systems, LLC | CONFIDENTIAL and the exclusive property of FieldOne Page 2

and our solution. The SOW includes details about our effort aligned with your plans focused on the full deployment of the SKY solution.

Our mission at FieldOne is to make you and the XXX team successful! Our entire FieldOne project team looks forward to working with you and the rest of the team and to provide XXX with exceptional service.

Should this Statement of Work meet your approval, please sign and date this document. Once signed, it will be added to the projects supported and governed by the Master Service Agreement sent under separate cover.

Thanks again for the opportunity to work with you.

Sincerely,

Salesperson Name

FieldOne Systems xxx@fieldone.com

Sales Engineer


Project Manager



Contents

Executive Summary/Background ........................................................................................6

Service Fees and Expenses Estimate Summary ...................................................................9

Enabling Your Success ........................................................................................................9

Scope of Services .................................................................................................................9

Project Staffing ..................................................................................................................10

Deliverables .......................................................................................................................11

Foundation .....................................................................................................................11

Configuration of SKY: ...................................................................................................11

Localization Settings ............................................................................................................. 11

Territories .............................................................................................................................. 11

Service Accounts and Billing Accounts ............................................................................... 11

Leads, Opportunities, Quotes, Sales Orders ......................................................................... 12

Cases ..................................................................................................................................... 12

Work Orders and Work Order Schedules ............................................................................. 13

Work Order Products and Services ....................................................................................... 13

Resources & Users ................................................................................................................ 14

Custom Entities ..................................................................................................................... 14

Agreements ........................................................................................................................... 15

Forms and Views .................................................................................................................. 15

Schedule Board ..................................................................................................................... 15

Workflows............................................................................................................................. 16

Messaging & Notifications ................................................................................................... 16

Mobile Application ............................................................................................................... 17

Scheduling & Routing........................................................................................................... 18

Inventory Management ......................................................................................................... 18

Customer Equipment ............................................................................................................ 18

Purchasing ............................................................................................................................. 18

Pricing ................................................................................................................................... 18

Invoicing ............................................................................................................................... 18

Describe in this section how this functionality will be used. ................................................ 18

Business Intelligence and Analytics ..................................................................................... 19

Client Specific Development ................................................................................................ 19


Portals ................................................................................................................................... 20

Training ................................................................................................................................. 20

Testing................................................................................................................................... 20

Data Migration ...............................................................................................................23

Data Integration .............................................................................................................24

Environments .................................................................................................................24

Project Approach ...............................................................................................................25

Approach and Methodology Description ...........................................................................25

High-Level Implementation Plan .......................................................................................27

Project Organization ..........................................................................................................28

Your Role in a Successful Project .....................................................................................29

Estimating Assumptions ....................................................................................................30

Out-of-Scope Items ............................................................................................................32

Professional Services Fees .................................................................................................33

Agreement and Acceptance ...............................................................................................34


Executive Summary/Background

About FieldOne Systems (FieldOne)

FieldOne Systems has been in the business of proving world class Field Service Management

(FSM) solutions for over a decade. We have a reach with over 1,200 field service customers representing 225,000+ licenses in over 40 industries and across 18 countries.

Most recently, we have invested heavily in building our FSM solution from the ground-up (SKY), on top of FieldOne Dynamics xRM/CRM – the most widely deployed open architecture platform.

We are also the only FSM in the FieldOne ISV Managed Developer Program. We are a GOLD certified CRM partner as well as CfMD certified for CRM.

SKY has become the agile software platform for intelligent enterprise field service management offering. The following makes our FSM solution and our company unique:



The most comprehensive feature set in the industry – including an optional state-of-the art automated routing/dispatching engine



An open architecture for simplified integration with existing enterprise resource planning systems including Salesforce, SAP, and others



Flexible deployment options (Cloud or on premise)



Cloud-based software – enables much simpler rollout and update across the organization



Cross-platform: any browser



Native mobile app for devices on iOS, Android, and Windows 8 – offering a rich and more secure user experience



Ease of configuration – flexibility to tailor to your specific business processes without the need of developer coding



Integrated Voice Response system (optional) – enabling sophisticated notification workflows to use within your organization and with your vendors, partners, and clients



World-class best practices for project planning and implementation



On-demand configuration driving rapid deployment, immediate business impact, and the fastest ROI

Some of our sample clients include:



NAVCO: Largest privately-held national electronic security system integrator in North

America



Fibernet: A division of FPL – Florida Power & Light – is the largest electric utility in

Florida and one of the largest rate regulated utilities in the United States



DMS Health Technologies: A diverse medical equipment and diagnostic services company providing customers with exceptional patient care in today’s rapidly changing healthcare environement



Interface Security Systems: The first-to-market leader with Secure Managed Cloud

Services. Their 24/7 Secure Operations Center provides fast and friendliest response to their 107,000 customers.



Pappas Restaurants: Over 125 restaurants in the Southwest, with 100 internal service technicians providing around the clock on-site service

Our Understanding of Your Business and Objectives


About XXX

[Insert description of the company. If you copy & paste from the website make sure that you copy just as text so the formatting doesn’t carry over. Also ensure that you change the “We do this…” to

“Client does this…” Delete this note]

XXX is a progressive family-owned swine business located in the Midwest and one of the top three producers in the United States, with operations in Minnesota, Iowa, Illinois, Nebraska,

Colorado and South Dakota. XXX is an organization dedicated to delivering high quality, safe, and wholesome pork product to consumers.

XXX has been in business for 25 years and currently owns and leases 300 farms employing 1,200 employees.

Project Description

[Describe in one to two paragraphs what the project is about- Delete this note]

XXX would like to deploy FieldOne’s Sky solution to obtain better visibility into the work being performed in the field. This will enable XXX to avoid Techs committing “Health Status” violations when moving between farms. In addition, XXX wants to automate today’s many manual processes to increase productivity and integrate systems to obtain better insight into the business performance.

Project Objectives

The overall objectives of this project are to … [This should be a “SMART”, concise 1-3 sentence summary of the project objective(s) that FieldOne controls and will deliver. Delete this note.]

Project Scope

[Describe general scope in succinct manner; organize by work stream if appropriate. Make sure you concisely describe WHAT we are delivering…include specifics like data entities, quantification of number users, functions, sites, etc. Avoid cluttering this section with Approach (how’s, activities, etc.). Delete this note.]

Table 1: Services in Scope

Service/Feature/Function Description Key Scope Assumptions


Project Timeline



Detailed timeline to be agreed on – estimation is based on XXX week deployment from start to go-live.



Should the scope change or the project span over XXX weeks additional professional services will be incurred and billed on a time & material basis



Phase 1: XXX



Phase 2: XXX



Phase 3: XXX

.


Service Fees and Expenses Estimate Summary

FieldOne performs its services on a time-and-materials basis. Fee estimates described in this document are based on, the information provided to as part of the RFP, as well as our experience working with similar type clients, product software modules and requirements. See Services

Estimate Detail and Investment Summary for software pricing and fees estimate.

If and when a material change to the project scope and/or work effort estimate is identified by, we will apprise you and will seek to process a Project Change Order form to gain your explicit approval to proceed as defined by the requirement in your RFP.

Enabling Your Success

Our firm prides itself on both being easy to do business with and on the quality, reliability and timeliness of our services at competitive market rates. The goal of our proposal is to share our recommended project and solution approach and solicit your explicit feedback to make sure it exactly addresses your needs.

In the following sections we share our proposed Project scope, approach and staffing. We encourage you to share your feedback with us as we develop a plan that delivers your 100%

Success!

Scope of Services

Outlined in this proposal, FieldOne will provide XXX with a solution that is configured and tested with your staff, trained on best practice utilization and system adoption. The core SKY solution will be configured as defined by the input received from your team during the more detailed Design phase. The overall solution will be tested internally but we will require that your team be involved in user acceptance testing (UAT) ahead of going-live. Services provided by FieldOne include:

Project Management



General Project Management



Change Management



Project Status Communication



Project Status Meetings



Budget and Timeline Control

 Liaison with your project manager and your other team members

Solutions Design



Participation in discovery, design, and other workshops organized by you to fully understand the business and user requirements



Coordination and management of internal resources dedicated to customization, development, and testing of Sky solution



Architecting of SKY to align with your requirements



Advisory role on Infrastructure design and setup by your organization

Configuration, Development, and Testing




Setting up all appropriate entities and relationships in Sky in support of business requirements



Configuration of Processes and Workflows



Setup of users, roles, and security



Setup of notifications per business requirements

 Perform functional testing ahead of your company’s own end-to-end UAT



Provide subject matter expertise on integration with your ERP and other systems

Project Staffing

XXX and Project Leads will work together to co-manage day-to-day Project operations. We plan to staff a Sr. Project Manager to oversee all aspects of the project implementation. In addition, we will staff the project with leveraged resources that have specific subject matter expertise and will take direction from our Project Manager to configure, develop, test, and deploy our solution.

Where needed we will also engage Solutions Architects, Technical Leads and other senior staff.


Deliverables

Foundation

As part of this work stream, FieldOne will work alongside your team to architect how SKY will need to be architected to work as part of the overall solution and how it needs to integrate with your systems once the full solution is deployed. While FieldOne will play a key role in architecting the solution, any development or integration effort not specifically mentioned in this statement of work, is excluded and responsibility of XXX. The effort of this work stream includes data-mapping to legacy systems, setting up the appropriate fields in SKY, setting up entities, propagating master data to SKY, and propagating transactional data.

Configuration of SKY:

We have reviewed your requirements and don’t anticipate any issues meeting all the requirements set forth:

Localization Settings

Describe if any localization settings are required: Focus on currencies, taxes, business units, languages, time zones, etc.

Enter description here

Territories

Describe how we plan to use territories and how many

We envision using our Territories feature to manage your various service regions. We can set up as many as you need though we typically find that most of our customers end up using the

Scheduling Assistant to schedule the best possible resource regardless of the imaginary boundaries that exist between service regions.

Service Accounts and Billing Accounts

Describe how these will be used in the context of this customer…

A Service Account is the entity that we will be using to track where the service will be performed.

All Service Accounts imported from your legacy systems/integrated from SAP will be geo-coded so that we may determine the best possible mobile resource that should service it based on the skill-set(s) required, distance, and availability. It will be the responsibility of Bayer CropScience to ensure the cleanliness and data integrity of all information that is imported / integrated into SKY to ensure the scheduling capability can accurately calculate travel times and distances.

Billing Accounts will also be used to address the invoices generated by FieldOne SKY for the services performed as described above.


Leads, Opportunities, Quotes, Sales Orders

Describe how these will be used in the context of this customer…if they are out of scope, enter out of scope…

Leads will be used to capture information regarding potential customers (not current ones) that you may be pursuing. These leads may be entered by your Sales, Marketing, Contact Center, etc.

MS CRM has out-of-the box functionality that will allow you to capture the most pertinent information in a structured way so that you can view and report on and manage your Sales pipeline effectively. We will work with you during the design phase to further refine, customize, and add fields that you may want to track to segregate these Leads properly. As an example, you may decide to capture specific information to mirror the way you are organized:

Opportunities will be used to track all the Sales Opportunities that your Sales team is working on.

As with Leads, this is standard MS CRM functionality. Opportunities can be tracked against prospective customers (Leads) or existing customers (Billing Accounts). We will work with your team to mirror your Sales process and ensure that all the relevant information is captured such as expected close date, probability %, and value.

As Opportunities progress and you start engaging your prospective customer/existing customer on the opportunity you may develop one or more quotes as part of the process. We will be using standard MS CRM functionality and work with you on configuring the template Quotes to meet your needs per the various Sales Opportunity Types indicated above. You will have the ability to review and change customer quotes as part of a normal Sales process and output these in format you can present to your Customer.

Once a Quote is “accepted” by the prospective customer/existing customer, a Sales Order is generated. This will allow you to see the booked business. From a Sales Order we can enable certain workflows depending on the type of Sales Order to trigger the creation of Work Orders,

Agreements, Purchase Orders, Projects, etc.

Cases


Cases will be used primarily by your Contact Center to handle existing customers. Cases will be used to track inbound calls/e-mails for service requests and/or complaints. Information in Cases will also followed a structured approach so that key data elements can be tracked starting from a basic problem description to the type of case (service, complaint, etc.) and the relationship to

Service Accounts, Billing Accounts, Equipment, Vendor, etc. This will enable you to obtain detailed statistics about frequency of occurrences and take any necessary actions. Because you have customer SLAs that you need to abide by (certain amount of time to issue resolution initiation or time to issue resolution completion) a “timer” will have to be enabled to track the amount of time from case creation through case completion. In addition, linked to our workflow/messaging capabilities, we will configure certain workflow processes that will kick-in after certain amount of time has elapsed. For example, we can configure some pre-defined rules where certain people will


be notified if there is a risk that the SLA will not be met (e-mail or text messages to SLA Manager,

Upper Management, Account Manager, etc.)

Work Orders and Work Order Schedules


Work Orders will be used to capture all relevant information regarding what needs to be performed.

Work Orders will be used to store information about the type of service, whether it is a warranty or non-warranty service or a billable/non-billable event.

Specific Work Order statuses will be used to track what state the Work Order is in. We typically use the following statuses but can change them as needed: Open- Unscheduled, Open- Scheduled,

Open- Accepted, Open- Traveling to Location, Open- In Progress, Open- Completed, Closed-

Posted.

For every Work Order, we typically associate a pre-configured “Primary Incident Type” that sets the estimated duration of the Work Order among other things. For example, you could define expected duration for Sales Hand-off, Low-level design, Proof of Concept, Implementation, and any other common tasks.

Finally, we will use the concept of Work Order Schedules to identify when the Work Order is scheduled for, for how long, and who (what Resource) it has been scheduled for. We can also keep track of all the changes to these schedules and specific statuses as well.

Work Order Products and Services

Describe how these will be used in the context of this customer…if they are out of scope, enter out of scope…Describe if WO Products will be converted to Equipment and the variety and type of

Services that will need to be configured.

We anticipate using SKY’s Work Order Products and Services entities to track material received during the URD or request for replacements as needed. These products and services will be noninventory items and inventory adjustments do not apply from an accounting perspective at this time. Our solution enables you to manage inventory if this becomes required in the future, but is currently not in-scope for this project.

WO Products will be imported via an excel spreadsheet and manually entered as new products emerge. There will be no live pricing on these products and customer billing will be outside the context of the work order. It is possible that milestone billing for these projects be considered in the future via a sales order or agreement configuration but this is not a requirement defined in this project.

For WO Services, XXX will create default services, which will serve as resolution types or additional installer services which may be re-immersed via the payment process. It is unclear what these services will be or if labor should appear on WO Schedule Journals for sub-contractors or if anyone will manually fill in the duration of the WO Services.


Service tasks will be a significant part of the work order and the use of Incident types as templates to populate work orders will be heavily used as will work order sub status and a custom work status and reason code structure.

Resources & Users


We envision setting up as many users as needed but will need to define specific roles after we have had discussions during the discovery phase. This would include defining such roles as administrator, dispatcher, inventory transfer, supervisor, service area leads, accounting, etc.. Each role carries security features which limit what they are able to see and perform on the system.

Installers make up the Contractors group.

Table 2: Resources & Users

Resource & User Types Quantity Notes

Desktop

Mobile

Desktop + Mobile

Routing Engine

Portal

Custom Entities

Describe any custom entities that will need to be set up and what purpose they will serve.…if they are out of scope, enter out of scope…

Table 3: Custom Entity

Custom Entity Description / Purpose


Agreements

Describe any custom entities that will need to be set up and what purpose they will serve.…if they are out of scope, enter out of scope…

We anticipate using this feature to allow our system to create preventive maintenance work orders automatically. With this feature, your scheduling/dispatching group will gain the ability to let our system worry about creating these types of work orders thus saving valuable time.

Forms and Views

Describe some of the changes required on forms and views to get a sense of the level of effort that will be required…

We will spend time with your project manager and other subject matter experts to determine the appropriate fields that should appear on the key forms such as the work order. We will create specific views that query your transactional data to output certain “reports” or activities that require immediate attention.

We typically take the approach of training your key resource(s) to be able to make/modify these types of changes to forms and views as they are very simple and quick to create.

Schedule Board

Describe how many Schedule Boards will need to be setup and what purpose they will serve. Will changes to default unscheduled work order view, tips, etc. be required? Are there any SCHEDULE

BOARD RULES required?

The Schedule Board – a visual representation of Field Managers and Installers and what work orders they are scheduled to work on (and their status) – much like a GANTT diagram will facilitate/address most of your Resource Scheduling requirements.

The FieldOne Sky Schedule Board allows for multiple configurable tabbed views which will let your Scheduling group quickly view which sites are ready for install, etc.

There will be a schedule board per area and the unscheduled WO list that accompanies each board needs to be related only to that area (based on the board)

Initially, XXX may use the board used for schedule visibility into the current schedules as the Field

Managers and Installers will be scheduling their times themselves, however, over time the

Schedule Board will be used for back office dispatch to select bulk scheduling all units assigned to an installer.


Workflows

Describe workflows that have been identified and will be required for the customer

Workflows will be used to trigger other events defined by your business processes. For example we can create a process that automatically triggers the creation of a report when certain criteria is met (i.e. work order is completed)

Table 4: Custom Workflows

Custom Workflows Description / Purpose

Messaging & Notifications

Describe messaging & notification that have been identified and will be required for the customer

Notifications will be used to trigger other events defined by your business processes. For example we can create a notification that automatically sends a text message to a field agent or customer

Table 4: Custom Workflows

Custom Notification Description / Purpose

Field Agent – on schedule

Dispatcher – on not accepted

Customer – on traveling to location


Mobile Application

Describe in detail changes required to the base project of the Sky mobile app. Note: THIS IS VERY

IMPORTANT AS THE AMOUNT OF EFFORT CAN RANGE SIGNIFICANTLY DEPENDING

ON THE SCOPE. EXPLAIN HOW FIELD AGENTS AND SUPERVISORS WILL INTERACT

WITH THE APP AND CUSTOM ENTITIES, ETC. THAT WILL BE NEEDED – USE CUSTOM

ENTITY SECTION TO DETAIL THESE.

Enter description here

Table 5: Mobile Configuration

Tab Used Changes to Views and Forms

Dashboards

Leads

Opportunities

Account

Contacts

Work Order

Work Order Schedule

Products/Services

Equipment

Agreements

Time Off Requests

Maps

Activities

Calendar

N

N

N

Y

N

Y

Y

Y

Y

Y

Y

Y

N

N

Enter description of high level changes to forms and views needed for each section here















Scheduling & Routing

Describe the customer’s scheduling and routing processes. Is it centralized or decentralized? Will routing engine be used? Write a paragraph describing the process at a high-level.

Insert description here

Inventory Management

Describe in this section how Inventory and Warehouses will be used. Also describe at a high-level how information in Sky may not to integrate with an ERP system. Describe if RMA/RTV will be used


Table 6: Warehouses

Warehouse Used Description

Truck Stock

Warehouse

Distribution Center

Repair Center

Y

N

N

N

Enter description of what happens when inventory consumed




Customer Equipment

Describe in this section how Customer Equipment will be used – will WO Products be converted to

Equipment. What kind of information will be tracked for the Equipment?


Purchasing

Describe in this section how this functionality will be used.


Pricing



Invoicing




Business Intelligence and Analytics

Describe any configuration of Dashboards, Metrics, Reports that are needed


Table 7: Business Intelligence and Analytics Scope

Business

Intelligence

Description

Metrics

Dashboards

Views

SSRS Reports

Enter description of metrics that need to be tracked

Enter description of dashboards needed

Enter description of views needed

Enter description of SSRS reports needed

Client Specific Development

Describe any client specific development needs. This is VERY important as it can have a significant effect on estimates and customer expectations on functionality. Estimates should include time required for scoping, specing, PMing, development, QA, and UAT/client sign-off!!!


Table 8: Client Specific Development Scope

Business

Intelligence

Preliminary

Estimate (h)

Description

Dev 1

Dev 2

Dev 3

Dev 4

10

20

40

50

Enter description of functionality





Portals

Describe any portals needed including Customer, Vendor, Employee Portals. For each describe the functionality needed

Table 9: Client Specific Portals Scope

Business

Intelligence

Preliminary

Estimate (h)

Description

Customer

Vendor

Employee

10

20

40




Training

We will utilize a train-the-trainer approach to train your PM/ subject matter expert / Administrator as we are configuring the SKY solution to meet your needs.

[If training is not in scope, delete this section and add “Training and training materials” as a bullet in out of scope section. Delete this note.]

The training in the table below will be provided.

[If formal training is to also to be provided use the following Table else delete the table.

Delete this note.]

Table 10: Training Sessions Scope

Type of Training Location Number of

Sessions

Duration of

Sessions

Class Size

▪

▪

FieldOne will make available to the client access to the FieldOne online Learning Management

System (LMS). This system contains generic training material of the FieldOne Sky product. If specific training courses tailored to the unique configuration of the customer environment are within the scope of the project, these will be hosted in our LMS system.

Testing

The following testing is in scope.

[If any activities are time boxed be sure to note in table as indicated else delete. Also delete any types of testing that are not in scope or relevant for this project. Delete this note.]


Table 11: Testing Scope

Test Type Description Responsible Provides

Test

Data/Cases

Guidance

&

Support

Environment

Unit Testing Documenting and executing unit test cases are the responsibility of the developers. Test cases are based upon the

Functional Specification document.

System

Testing

System Testing focuses on the functionality meeting the design. Test cases are based upon the


This duration of the activity is time boxed at

[x hours] .

Integration

Testing

OPTIONAL:

Performance and Stress

Testing

Integration Testing focuses on the integration and interaction with external or third party components. Test cases are based upon the



[x hours] .

Test and validate storage configuration with production hardware. Test cases are based upon the

Functional Specification document where performance criteria is defined.


[x hours] .

FieldOne

FieldOne

Customer

FieldOne

FieldOne

Customer

Customer

Customer

Customer Development

Customer Development

FieldOne

Customer

Test

Test


User

Acceptance

Testing

(UAT)

User functionality of key real world scenarios. Test cases are based upon the



[x hours] .

Customer Customer FieldOne UAT

During testing, the Customer and FieldOne will jointly agree on solution related defects and their priority. The FieldOne team will fix all in scope P1 and P2 defects. Defect priorities are shown in the following table.

Table 12: Defect Priorities

Defect

Priority

Description of Priority

P1

P2

P3

P4

Showstopper defect. Development, testing, or production launch cannot proceed until the defect is corrected.

Must fix as soon as possible. Defect is blocking further progress in this area.

Solution cannot ship and the project team cannot achieve the next milestone.

Defect must be fixed prior to moving to production.

Does not affect test plan execution

It is important to correct the defect. However, it is possible to move forward into production using a workaround.

Does not impact functionality as designed (i.e., Message change in user experience program).

Feature enhancement or cosmetic defects.

Design change from original concepts.

Note: P3 and P4 defects will be logged and Customer may choose to schedule their remediation either by change request, via the

Ошибка! Источник ссылки не найден.

of this Statement of

Work, or during a subsequent release. P3 and P4 defects will not be corrected by default under this

Statement of Work. Product bugs and design change requests (DCR) are not in scope.


Data Migration

Our approach is to typically let the client focus on data migration/conversion and only leverage the subject matter expertise of our resources when/where needed. This allows for our clients who have a much better understanding of their infrastructure and data structure to lead the effort. We assist in responding to questions about what particular entities and data fields should be mapped to on the SKY side. As part of this project, we will work with your teams to map entities and fields that need to be converted and provide with you with templates that you should use to extract and return to us with information to upload to SKY.

[If data migration is not in scope, delete this section and explicitly state that it is out of scope in the out of scope section. Delete this note .]

The following data migration is in scope.

Table 13: Data Migration Scope

Data Source / Entity Data

Volume

Migration

Mechanism

Responsibility

▪ Account

▪ Products

▪ Agreements

▪ Equipment

▪ Resources

Table 14: Data Migration Responsibilities

Task

▪ Extraction from legacy system

▪ Data cleansing

▪ Data mapping (legacy to new)

▪ Develop format templates and the form data should take

▪ Design/development of automated migration scripts

▪ Place data in template format and form

▪ Loading data into new system

▪ Manual data migrations (if any)

▪ Testing and validating migrated data (including reconciliation)

FieldOne Customer

X

X

X

X

X

X

X

X

X

Required By


Data Integration

[If integration and interfaces are not in scope, delete this section and add “Integration and interfaces” as a bullet in the section that covers out of scope items.

The following system integration interfaces are in scope.

[If customer is responsible for some interfaces, specify when due. Delete this note.]

Table 15: Integration Interfaces Scope

Interface Name Description of Scope Responsibility

▪

▪

Environments

The environments listed in the table below are required to deliver this project. The party listed is responsible for establishing the environment in the location specified and by the time noted.

[Enter locations and responsibilities appropriate to the project. Delete this note.]

Table 16: Required Environments

Environment Location Responsibility Ready by

▪ Development

▪ Test

▪ UAT

▪ Pre-Production

▪ Production

Customer

Customer

Customer

Customer

Customer

Customer

Within [x] weeks of start date

Within [x] weeks of start date

[x] weeks prior to UAT start date




Project Approach

Our Rapid Project Implementation Methodology is a proven, comprehensive approach used on all our projects to ensure a successful solution deployment. As key elements, it includes both the business and technology stakeholder engagement and knowledge transfer crucial to enabling user adoption, self-sufficient solution operation, and fulfillment of the Project business objectives.

Approach and Methodology Description

Project Management - Guides the Project to successful completion as expected. It includes client relationship, scope, issues, quality, deliverable and contract management as well as weekly/monthly status reporting. To execute the Project, the PM/ Solutions Architect will work closely with the designated Client Project Lead to make sure we are tracking to our agreed upon objectives. All information regarding the project will be stored and shared with the customer in

FieldOne’s Project Portal. This includes milestone plans, tasks, assignees, effort consumed, budget, escalations, documents, change requests, etc.

Phase I - Plan & Analyze – Defines the highest-value approach to implementing your new business solution. To begin the Plan stage, we meet with your key stakeholders to further understand your business objectives, timelines and expectations as well as the strategic context and intent of the Project. Using this information and leveraging our Field Service Management experience, we then collaboratively define and document the Project requirements.


Phase II – Design & Configure -

Enables the product’s capabilities by implementing the solution per your requirements. The Design and Configure phase includes the software installation for On-

Premise deployment or to provision the on-line deployment in a SaaS model. In the Software

Installation stage, we load or provision the software and setup the platform components in an appropriate computing environment. In the Solution Build stage, we confirm that the components of your implementation work together in the new configuration. ’s SKY solution is integrated with any in-scope software applications.

Phase III – Test & Train – During this phase we will perform our own functional testing to ensure that all documented business requirements that come out of the design & configure phase are met.

Training will be limited to your technical staff only unless otherwise stated in this document. XXX will be responsible for training its users on SKY’s capabilities in support of XXX leading the User

Acceptance Test (UAT) to ensure the solution is ready for deployment in a production mode unless otherwise stated. In the Train stage, XXX will instruct its users on our solution so that they can immediately take advantage of the applications features. If more training is desired, custom instruction opportunities can be arranged on specific topics or functionality. In the User

Acceptance Test (UAT) stage, your users will perform their own client-led formal UAT and signoff to reinforce their training and verify the solution is ready for ‘go live’. To facilitate this step,

XXX will develop sample test scenarios in planning your own specific UAT test scripts. FieldOne resources will also be available to answer solution-related functional and technical questions when they arise.

Phase IV – Deploy – Deploys the new solution; including performing the final data cleanup, system deployment to the production environment and support on ‘go live’ day. XXX will also ensure that any master or transactional data propagated to SKY has been cleansed beforehand. Any integration with XXX legacy systems will be led by XXX unless otherwise expressly stated in this proposal. FieldOne will only play an advisory role on the integration with XXX systems as part of the Design & Configure phase. XXX will lead effort to propagate master and transactional data from any/all legacy systems into CRM/SKY. will take on the support role of providing assistance with identifying tables and data types in support of their efforts.

Phase V – Support –

After ‘go live’ and in addition to your software maintenance service plan support, our Support organization is available to our clients Monday through Friday during normal business hours. Dedicated client-specific support arrangements can also be contracted to ensure we best meet your needs.

Throughout all these phases we will use the FieldOne Project Portal to communicate with you the status of the project and document all requirements and assign tasks internally to FieldOne employees working on this implementation and to the individuals from your organization involved in this project. It is imperative that you communicate with us predominantly through this system so that we can facilitate and streamline the project management aspect of this implementation. We take great pride in having a world-class project management methodology and system to ensure that the project will be done on time and on budget while streamlining and facilitating the coordination with your teams. This same system is used by many companies and organizations including Cisco Systems, Stanford University, and Nokia.


High-Level Implementation Plan

We’ve outlined a high-level implementation plan based on our experience which is aligned with your goals.

TBD – Estimate assumes XXXs week deployment from kick-off to go-live.

Should any changes be made after the signing of an agreement that change the scope or timing or should there be any delays outside of the control of, FieldOne reserves the right to re-quote the impact of such changes to scope or timing to XXX.


Project Organization

Table 17: FieldOne Roles and Responsibilities

Role Responsibilities

FieldOne Project

Manager

FieldOne Solutions

Architect

FieldOne Technical

Lead

▪

Responsible for managing and coordinating the overall FieldOne project.

▪

Single point of contact for escalations, billing issues, personnel matters, contract extensions.

▪

Responsible for managing and coordinating the FieldOne project delivery.

▪

Responsible for issue and risk management, change management, project priorities, and weekly status communication and weekly status meeting.

▪

Responsible for overall solution design

▪

Verifies that FieldOne recommended practices are followed

▪

Responsible for overall configuration of FieldOne Sky based on discovery business requirements document and functional design document

Table 18: Customer Roles and Responsibilities

Role Responsibilities

Customer Project

Sponsor

Customer Project

Manager

▪

Makes key project decisions, serves as a point of escalation and clears project roadblocks.

▪

Primary point of contact for FieldOne team.

▪

Responsible for managing and coordinating the overall project and delivering to schedule.

▪

Responsible for Customer resource allocation, risk management, project priorities, and communication to executive management.

▪

Coordinates decisions within three (3) business days, or otherwise agreed timeline.

Technical Team Lead /

IT Lead

▪

Primary technical point of contact for the team that is responsible for technical architecture and code deliverables

Lead Business Analyst

/ SME

▪

Primary functional point of contact for the team that is responsible for functional business analysis

Project Commitment


Your Role in a Successful Project

We anticipate your participation in the Project to include (but not be limited to):



Committing the necessary management involvement and resources to support the implementation of Sky. This includes communicating with us frequently via meetings or email, confirming receipt and reading our communications (e.g. emails, questionnaires, status reports, etc.) and sharing your feedback and applicable signoff in a timely fashion.



Procuring and/or providing access to any third party hardware and business application, database and operating system software as needed.



Performing your own user acceptance test (UAT) planning, design, execution and formal management approval/sign-off of all -related work performed in a separate development/ test environment before migrating to your production computing environment.



Operating and using the solution and ensuring it meets your requirements.

In addition to any Customer activities identified elsewhere in this SOW, Customer will perform or provide the following:

[Edit following list appropriate to project to list general responsibilities you have not already covered elsewhere. Delete this note.]

1.

Provide suitable work spaces with desks, chairs, telephones.

2.

Provide LAN connections giving the FieldOne onsite team access to the Internet and email.

3.

Provide access to all necessary Customer work sites, systems logon and passwords as well as material and resources as needed and as advised by us in advance.

4.

Assume responsibility for management of all non-FieldOne managed vendors.

5.

Provide access with proper licenses to all necessary tools and third party products required for FieldOne to complete its assigned tasks.

6.

Acquire and install the appropriate server capacity required to support the environments as defined in the scope section of this SOW.


Estimating Assumptions

We have estimated your Project based on the information shared with us during all our interactions to date throughout the Pre Sales process. Should this or the scope of the Project change, we reserve the right to adjust our fees accordingly. The assumptions below were used to determine the services estimates provided.



One user account will be set-up temporarily for as an administrator.



Prior approval will be requested for travel and associated expenses. Some level of travel is expected. We estimate these as 10%-15% of professional fees.



Throughout the project we anticipate that you will have the key people to participate in workshops, meetings, etc. to make these meetings efficient. If additional time is required to review your current processes, capture your requirements, or architect the solution or if the project is delayed for reasons out of ’s control resulting in the need of extended

PM/Architecting support, incremental professional services will be incurred automatically at the hourly negotiated rate.



If as part of the project the relevant product software does not function as documented by the software provider or if data does not import as intended by the software provider in a way that is beyond reasonable control, will be required to work closely with the relevant software provider to resolve these issues on your behalf. If applicable, this effort will be incremental to the estimate provided.



No requirements for special documentation (i.e., for SOX purposes) have been indicated beyond what normally provides during implementation as part of project communications.

[Use this section to list key project assumptions you have not listed elsewhere in the SOW; listing by project area recommended. Delete this note.]

The Services, fees, and delivery schedule for this project are based on the following assumptions:

1.

The standard work day for the project is between 8:00 AM and 5:00 PM local time where the team is working, Monday through Friday, except for scheduled holidays.

[Consider time zones. e.g. India based resources will work 8:00 – 5:00 India Standard Time. Delete this note.]

2.

In performing services under this SOW and the applicable Work Order, FieldOne will rely upon any instructions, authorizations, approvals, or other information provided by

Customer’s Project Manager or personnel duly designated by Customer’s Project Manager.

All estimates regarding fees, timelines and our detailed solution are based on information provided by Customer to date.

3.

FieldOne’s resources and FieldOne’s subcontractors’ resources may perform services remotely or on-site from FieldOne facilities, Customer facilities, or FieldOne’s partner’s facilities.

4.

Informal knowledge transfer will be provided throughout the project. Informal knowledge transfer is defined as Customer’s staff working alongside FieldOne staff. No formal training materials will be developed or delivered as part of informal knowledge transfer.

[Include the following if applicable in your region, otherwise delete. Delete this note.]


5.

If the project schedule requires FieldOne’s resources and/or FieldOne’s subcontractors’ resources to perform dedicated services at Customer’s site on a weekly basis, FieldOne resources will typically be on-site for 3 nights/4 days; arriving on Mondays and leaving on

Thursdays.

6.

FieldOne bills for travel time at 50%.

Professional Fees and Travel Expenses will be billed on a bi-weekly basis as they are incurred (within the budget outlined in this statement of work).

[Assumption Section Name]

[Click here and list additional specific assumptions else delete. Delete this note.]


Out-of-Scope Items

Any area that is not explicitly listed in the preceding sections is out of scope for this engagement.

The areas that are out of scope for this engagement include, but are not limited to, the following:

Table 19: Areas Out of Scope

Area Description

Product Licenses

Hardware

Integration with 3rd Party

Software

Source code review

Process re-engineering

Organizational Change

Management

Third-party solutions

Infrastructure design

Documentation

Other

Product licenses (FieldOne or non-FieldOne) will not be provided under this Statement of Work. Customer is responsible for acquiring all necessary product licenses required as a result of this

Statement of Work.

Hardware will not be provided under this Statement of Work.

Customer is responsible for acquiring all necessary hardware

FieldOne will not be responsible for integration with 3rd Party

Software unless explicitly stated in the integration section

Customer will not provide FieldOne with access to non-FieldOne source code or source code information. For any non-FieldOne code, FieldOne’s services will be limited to analysis of binary data only, such as a process dump or network monitor trace.

Design of functional business components of the solution unless specifically included in scope and delivered by FieldOne staff.

Design or re-design of Customer’s functional organization unless specifically included in scope and delivered by FieldOne staff.

Implementation of any other third party (ISV) plug-in modules, product customization or interfacing systems integration requirements not explicitly listed in the Scope section.

Technical architecture/network/computing environment planning, analysis, sizing, design, installation, configuration, build, test and remote network access and security troubleshooting.

Creation of detailed end user methods and procedures manuals specific to your business processes.

IVR, Inventory Management, Purchasing, Customer Portal


Professional Services Fees


Agreement and Acceptance

We appreciate the opportunity to provide XXX with the above proposal. If you agree with the terms of our engagement as described above, please sign and return it to us. This proposal is made effective at the signing date of this document and is entered to the terms and conditions of the

Master Service Agreement by and between FieldOne Systems, LLC and XXX .

Very truly yours,

Systems, LLC

Accepted and Agreed to for XXX

____________________________________

Signature

____________________________________

Name

_________________________

Date

_________________________

Title

Accepted and Agreed to for FieldOne Systems, LLC:

____________________________________

Signature

____________________________________

Name

_________________________

Date

_________________________

Title


Main Office

1 International Blvd. Suite 600

Mahwah, NJ 07495

(866) 918-8324 www.fieldone.com


Project Organization

Statement of Work – Implementation of FieldOne Sky for

XXX

Contents

Executive Summary/Background

Service Fees and Expenses Estimate Summary

Enabling Your Success

Scope of Services

Project Staffing

Deliverables

Foundation

Configuration of SKY:

Data Migration

Data Integration

Environments

Project Approach

Approach and Methodology Description

High-Level Implementation Plan

Project Organization

Your Role in a Successful Project

Estimating Assumptions

Out-of-Scope Items

Professional Services Fees

Agreement and Acceptance

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