Overview

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Nuvolo’s Advisory Service offers access to a Nuvolo subject matter expert (Advisor) who delivers thought leadership and guidance on best practices for the setup and implementation of the Nuvolo application. These services assist our customers in comprehending the necessary steps for implementing Nuvolo and providing direction on how to execute them effectively.

Nuvolo Advisory Approach

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Nuvolo’s Advisory Service requires a collaborative approach to best support the Customer’s specific requirements.  To ensure optimal support, Nuvolo Advisor and Customer will perform the following activities.

Customer will:

• Provide the Nuvolo Advisor with system admin access to a sub-production instance as needed to provide the Service
• Schedule introductory meeting to onboard the Nuvolo Advisor by providing an overview of the system environment and scope of work including the expectations for the engagement, schedule requirements and agreement on the approach to collaboration.
• Schedule weekly meetings with Nuvolo Advisor for the duration of the engagement. Meeting rescheduling is limited to the same week with a minimum of two (2) business days’ notice.
  • Nuvolo Advisor will be provided with up to 2 (two) business days to deliver responses to questions that require research. Customer will maintain a shared repository of responses provided by the Nuvolo advisor.
• Responsible for engaging the Nuvolo Advisor for the allotted time per week. Hours are provided on a “use it or lose it” basis.
  • Customer will inform Nuvolo Advisor when and at the time any video or other recording is taken of Customer, Nuvolo and/or a Nuvolo Partner during the engagement, including without limitation meetings and training sessions, and will promptly provide Nuvolo with a copy of such recording.
• Perform any and all configuration and setup in Customer’s environment.
• Document any best practices and/or steps that Nuvolo Advisor recommends in support of proper configuration to establish governance for effective on-going support of the Nuvolo application.
• Manage Customer resources, including any third-party suppliers and/or subcontracts engaged in the Nuvolo application and subsequent support and ensure all co-operate with Nuvolo as is necessary for the proper performance of the services.

Nuvolo will:

• Attend onboarding sessions to gain an understanding of the Nuvolo environment and scope of work.
• Attend weekly Customer-scheduled meetings.
• Provide leadership and guidance on best practices for the setup and implementation of the Nuvolo application. ​
• Conduct research and share Nuvolo artifacts within two (2) business days of the request.

Change Requests

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If there is a change in scope, assumptions, capability discovered during the Engagement, Nuvolo will require a Change Request. Any Change Request signed by both parties shall be effective as of the date set forth therein (each, a “Change Order”).  Instances in which a Change Order shall be required include: (1) Customer’s requests for out-of-scope Services; (2) discovery of new information that requires an increase in the scope of Services; or (3) Customer’s failure to fulfill any of its responsibilities if such failure delays the Services or requires Nuvolo to incur additional time or costs in performing Services.

If the parties do not agree on a Change Order, the Engagement shall proceed as originally set forth. If, however, the existing Engagement or any specific Services cannot proceed without an executed Change Order, Nuvolo may suspend Services until the Change Order is executed.

Delivery Terms

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This package allocates a fixed capacity of ten (10) hours per week for a specified number of weeks as detailed in the subsequent Order Form, and billing will occur on a fixed schedule every four weeks. Nuvolo will provide the services remotely. The customer will be invoiced for services in advance on a monthly basis. Nuvolo will issue an invoice upon the signing of the Order Form for the initial partial or full month, and subsequently on the 1st of each month for services to be rendered in that month.

Any activities or tasks not specifically outlined in this Service Description are out of scope.

This fixed Engagement will commence within two (2) weeks of the executed Order Form, unless otherwise mutually agreed upon between Customer and Nuvolo and will terminate on the last day of the number of weeks defined in the Order Form. Any unused hours cannot be substituted for advisory on Nuvolo products or services not included in the scope of work of this Engagement.

Performance By Third Parties

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To the extent the agreement requires written approval by the parties to utilize third parties in delivery of the Services set forth herein, the parties agree that this Service Description and subsequent Order Form shall constitute such approval.