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Last Updated Nov 6, 2018

BetterCloud Starter Launch Package

Statement of Work

1. Project Summary

This Statement of Work (“SOW”) is issued under and subject to the terms and conditions of the Master Subscription Agreement entered into between the customer executing an Order Form (“You”) and BetterCloud, Inc. (“We” or “Us” or “Ours”) for the purchase of professional services from Us (the “Agreement”). This SOW describes the professional services (the “Professional Services”) that We will provide to You under the Starter Launch Package to ensure a successful implementation and configuration of the applicable BetterCloud Software as a Service (“SaaS”) product(s) purchased by You as part of the Purchased Services (such SaaS product(s) referred to herein as the “BetterCloud Platform”). All capitalized terms not defined in this SOW shall have the meaning assigned to them in the Agreement.

Our Expert Advisory Group will technically configure the BetterCloud Platform, while also providing consultation and advisory services. We may provide Implementation Specialists and project management resources to collaborate with You through a series of virtual workshops to ensure the successful completion of the Starter Launch Package.

2. Project Scope

The scope of this SOW includes the following activities:

  1. Project Kickoff and Tenant Configuration Workshop: 
    1. We will meet with You to review:
      1. Project goals, objectives and success criteria
      2. Project plan
      3. Project resources and scheduling
      4. Project artifacts, prerequisites and homework
    2. We will help You install the BetterCloud Platform production tenant and connect integrations
    3. We will help create privileged roles and permissions
  2. Use Case Deep Dive and Customer Architecture Workshop:
    1. We will meet with You:
      1. To provide a technical deep dive into the BetterCloud Platform
      2. To discuss and document the BetterCloud Platform & Your solution architecture to guide the implementation
  3. On/Offboarding Planning Workshop
    1. We will meet with You to:
      1. Review existing on/offboarding processes and requirements
      2. Discuss and implement alerts for on/offboarding workflows and user orchestration as mutually agreed upon
      3. Draft on/offboarding workflows in the BetterCloud Platform as mutually agreed upon
  4. Testing and Go-Live Workshop
    1. We will meet with You to:
      1. Test on/offboarding workflows
      2. Go-live with on/offboarding workflows
  5. Project Closeout Workshop
    1. We will meet with You to:
      1. Respond to open questions
      2. Review project and services delivered
      3. Review project success criteria
      4. Recommend next steps, if applicable

All workshops noted above (the “Customer Sessions”) will be held virtually. The details of the above-listed activities will be provided as part of the project kickoff.

DELIVERABLES AND OUTCOMES
The following deliverables and outcomes will be completed, subject to the terms herein:-

      1. Up to 10 BetterCloud Platform SaaS application integrations will be connected, as mutually agreed upon
      2. Up to 10 BetterCloud Platform workflows will be deployed in your tenant, as mutually agreed upon

 

3. Out of scope

The following consultation topics and product configuration are outside of the scope of this SOW:

      • BetterCloud Platform API consulting
      • Development of custom integrations
      • Privileged user training
      • Additional custom requirements
      • Product functionality not available to You as part of Purchased Services
      • Functionality considered to be roadmap, or Beta Services

 

4. Project Management

Communication
During the kickoff call, You will designate a project manager and technical contact person, whose contact information will be documented. Our and Your designated project managers will be in regular contact during the project and will be responsible for project planning and management of project delivery.

Working Hours
We will perform the Professional Services set forth in this SOW 9:00AM to 5:00PM (Eastern Time or Pacific Time, as determined by Our resource assigned), Monday through Friday, excluding US holidays (“Business Hours”). Each Customer Session will be scheduled for the duration set forth in Our project workbook provided to You. Exceptions will only be made as mutually agreed in writing.

Acceptance
We will be deemed to have completed the Professional Services on the date (the “Delivery Date”) that We provide notice (via e-mail) to Your project manager that the Professional Services have been completed. You will have a period of ten (10) days after the Delivery Date (the “Testing Period”) to determine whether the Professional Services conform in all material respects to the specifications set forth herein. If, during the Testing Period, You provide Us with written notice, describing with particularity, any material errors, defects or non-conformities that You discover, We will correct the same in such time and manner as is reasonable under the circumstances. Thereafter, delivery and testing will proceed as set forth in the immediately preceding sentences for as many times as necessary to achieve Your final acceptance (“Acceptance”), with the exception that the Testing Period will be limited to five (5) days for each subsequent cycle of acceptance tests. Acceptance will be deemed to occur if You give Us written notice of its acceptance, or if You fail to give written notice of any errors, defects or non-conformities within the applicable Testing Period. The date on which Acceptance occurs is the “Acceptance Date.”

Cancellation
If You wish to cancel a Customer Session, You must notify Us in writing at least two (2) business days in advance of the applicable Customer Session. If a Customer Session is cancelled with less than the required notice, or if Your project manager or technical contact fails to attend a Customer Session, We reserve the right to deem such project milestone complete and will have no further obligation with respect to such milestone.

Scope Changes
Any changes to the scope as set forth in this SOW must be mutually-agreed in writing and signed by both You and Us. Based on the scope of this project, We are able to estimate the time, resource needs and costs of the project. If the scope increases at any point during the delivery of the project, We may have to dedicate additional time and resources to the project, resulting in an additional cost to You. If a change to the project scope is requested by You during delivery of the project and such change is accepted by Us, We will provide You with a time and cost estimate for the additional project scope.

5. Your Obligations

You hereby agree to fulfill all of the below obligations (collectively, the “Your Obligations”):

  • Your project personnel will actively attend and participate in all Customer Sessions and participate in all activities designated as Your responsibility within project scope including but not limited to the project kickoff meeting.
  • You will make available all necessary stakeholders and identify internal escalation to ensure appropriate planning and completion of the project.
  • You will complete all prerequisite and post workshop activities, as defined by Us in the project kickoff meeting.
  • You will maintain all necessary administrative permissions to install and connect the necessary applications to the BetterCloud Platform.
  • You will collaborate with Us to define project plan and management of actual project.
  • You will provide accurate information as necessary for project planning and configuration of the BetterCloud Platform.
  • You will provide all necessary communication and training to internal users.

 

6. SOW Assumptions

This SOW is subject to the following assumptions:

  • Any service or activity not specifically included in this SOW is considered to be outside of the scope of this engagement.
  • All activities within the scope of this SOW will be delivered remotely and during Our Business Hours.
  • We and You will work together in good faith to resolve any project issues quickly.
  • Our ability to deliver on project scope is conditioned on the Your fulfillment of Your Obligations. Any and all Professional Services to be performed by Us following termination of this SOW will require You to send a written request to Us seeking re-engagement and will require the execution of a new SOW.
  • Scheduling for the Professional Services to be provided hereunder will be mutually agreed upon by Us and You.

 

7. Fees and Expenses

All Professional Services described in this SOW will be provided on a fixed fee basis. You will pay Us the fees set forth in the applicable Order Form. Fees will be invoiced upon the execution of the applicable Order Form and will be due in accordance with the terms of the Agreement, unless otherwise set forth on the Order Form.

The Professional Services set forth herein will be conducted remotely. If You and Us mutually agree to receive and provide, respectively, any services onsite at Your office, You will be responsible for reimbursing Us for Our reasonable travel expenses within thirty (30) days after Your receipt of Our invoice.

You must request commencement of the Professional Services hereunder before the earlier of: a) three (3) months from the date of execution of the applicable Order Form, or b) the expiration of the Subscription Term as set forth on the applicable Order Form. Once the Professional Services covered in this SOW are commenced, all Customer Sessions hereunder must be scheduled to be delivered within forty-five (45) days from the initial project kickoff meeting (the “SOW Term”). If project delays are incurred due to Your failure to meet Your Obligations, this SOW will expire at the end of the SOW Term and We will be relieved of any further obligations to deliver Professional Services that have not been completed under the SOW. No refunds or credits will be provided for any such Professional Services not provided.

Previous Versions
BetterCloud Starter Launch Package (prior to October 3, 2019)