Standard Onboarding
Statement of Work

[CUSTOMER NAME] Statement of Work

 

This Statement of Work (“SOW”) is between Totango (“Totango”) and Customer (“Customer”) and governed by the terms and conditions herein. By executing this SOW, Customer agrees that the terms herein shall govern all services provided by Totango under this SOW and received by Customer.

‍The Terms of Service (https://www.totango.com/terms-of-service-app) mutually agreed by the parties hereto shall apply to this SOW.  In the event of any conflict between the Terms of Service and this SOW, the Terms of Service will prevail. (OR) The mutually agreed Master Service Agreement between Customer and Totango shall apply to this SOW.   In the event of any conflict between the Master Service Agreement and this SOW, the Master Service Agreement will prevail.

1. SERVICES DESCRIPTION

The parties agree that Totango will provide Services to Customer and manage the delivery of in-scope milestones as described in this section:

a. Objectives and Scope - Customer has agreed to license Totango’s software to help achieve defined business goals including:

  • Provide Customer with an unified data and view of customers
  • Define initial Customer Health Score
  • Configure the dashboards, plays and campaigns for the Manage Onboarding Projects SuccessBLOC or Detect Risk SuccessBLOC.

b. Data Sources - Totango agrees to assist with bringing in data using available methods to support the Manage Onboarding Projects or Detect Risk SuccessBLOC and one Customer Health Score.

Migration and Historical services are not included and if required will be scoped separately.

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2. MILESTONES

‍The scope of this SOW includes deployment of the following Milestones:

  • Milestone 1 - Customer Intelligence SuccessBLOC
  • Milestone 2 - Manage Onboarding Projects SuccessBLOC or Detect Risk SuccessBLOC

Onboarding initiation: To initiate the overall onboarding services, a kickoff will be scheduled, with the following objectives:

1. Introduce key stakeholders for the project for "CUSTOMER" and Totango

  • Review project scope, deliverables and align on timeline. Select SuccessBLOC for Milestone 2. 

2. Define key project roles:

  • Totango - Customer Success Engineer, Onboarding Project Specialist
  • "CUSTOMER” - Project Manager, Business Leads, IT Lead

3. Document engagement model, customer hierarchy and initial Customer Health model

4. Data: Define and document sources, model, account structure, available fields, integration points in support of the Manage Onboarding Projects SuccessBLOC or Detect Risk SuccessBLOC

5. Data: Set up data integration mechanisms for the defined data sources

 

Milestone 1: Deliver Customer Intelligence SuccessBLOC

Estimate Start: Upon completion of Data Integration

1. Validate Customer Intelligence SuccessBLOC data

  • Validate visibility of correct number of accounts, account assignments, account types and status’
  • Identify any missing key data
  • Configure workflows or data changes to correct missing data

2. Configure account layout(s)

  • Value metrics, attribute visibility, widget views 

3. Configure initial Customer Health model

4. Finalization of SuccessBLOC data

5. Training of integration management, troubleshooting 

 

Milestone 2: Deliver the selected SuccessBLOC (Manage Onboarding Projects or Detect Risk)

Estimate/Target Start: Upon completion of Milestone 1

1. Download selected SuccessBLOC from the marketplace 

2. Customization

  • Customize and configure up to 4 SuccessPlays, 2 Campaigns, and up to 4 existing SuccessBloc KPIs and workflows to match the nomenclature of customer’s business
  • Totango Admin enablement on configuration

3.  Go-Live Readiness of Milestone 2

SuccessBLOC is configured for Go-live

4.  Enablement 

  • Included access to Creator Campus for New User Training for all End Users
  • Included access to Creator Campus for Admin Training for all Totango Admin 

3. CUSTOMER RESPONSIBILITIES

  1. Customer must hold a valid product license for the duration of the project
  2. Customer will provide resources, data, information and system access as requested and within the timeframes agreed to by both parties
  3. Customer must have internal security clearance and access to the data sources needed.
  4. Customer will provide a primary point of contact for scheduling necessary Customer business and technical resources, that provides final decision making where necessary, and to review and approve Totango deliverables
  5. Customer will review all deliverables within a timely manner, and agrees that project Deliverables are considered accepted after five (5) business days of delivery by Totango unless otherwise directed by Customer
  6. Completion of Milestones 1 & 2 will be considered completed if at least one of the following criteria are satisfied:
  • i. Customer accepts Delivery Sign Off in writing via email,
  • ii. Customer fails to accept or reject Delivery Sign Off within ten (10) business days,
  • iii. Customer’s license term expires (without renewal) during delivery period

4. PAYMENT TERMS

  1. Professional Services in this SOW are provided by Totango on a fixed bid basis in amounts set forth in Section 4 Payment Terms of this SOW and referenced in the Order Form effective 8/01/2020.  Fees are invoiced upon execution of this SOW and are due and payable net 30 days from the date of invoice.  Professional Services under this SOW may not be transferred to other projects.
  2. Price: Total price for Implementation Services set forth in the Order Form is: $
  3. Purchase Order Considerations

5. TRAVEL AND EXPENSES

  1. Any travel expenses (“T&E”) are additional and not included in the Fees outline above. T&E will not be incurred without prior consent of Customer and will be charged on an actual, as-incurred basis. T&E are invoiced monthly and are due and payable net 30 days from date of invoice.

6. CHANGE REQUEST PROCESS

  1. At any time during the Project, either party may request a modification to the Services. Any change to this SOW must be in writing and signed by both parties. Such requests will be managed through a Change Request and Control process to be agreed between Customer and Totango as follows: In the event Customer requests a modification of the Services, Customer will give Totango written notice that will describe in reasonable detail the requested modification. Totango will acknowledge receipt of a request within two (2) business days. Subsequently, Totango will investigate the request and therefore provide a written response that will inform Customer as to the estimated effort required to make the proposed modification, including the impact on pricing, functional specifications, and Project Plan schedule for completion of the Services. Such response may be in the form of a Change Request Form (“CRF”) as shown in Appendix A – CRF Template. Totango will use commercially reasonable efforts to provide a written response back to Customer within five (5) business days.
  • In the event Totango requests modifications of the Services, it will give Customer written notice in a CRF that will describe in reasonable detail the requested modification. Customer agrees to use reasonable commercial efforts to provide a written response to Totango within five (5) business days.
  • Unless and until the parties enter into a CRF, Totango shall continue to carry out the Services in accordance with this SOW

7. CUSTOMER CONTACT

Name:

Email:

Phone:

 

An authorized representative of Customer and Totango have read the foregoing and agree and accept such terms effective as of the latest date indicated below, the Effective Date.

An authorized representative of Customer and Totango have read the foregoing and agree and accept such terms effective as of the latest date indicated below, the Effective Date.

 

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