Service Description: Implementation Success Check

SKU Number: NUV-SERV-SCHECK

Overview

Nuvolo’s Success Check model provides a standardized approach to support Partner led Nuvolo product implementations. Nuvolo will provide a series of touchpoints at specific stages throughout the Customer’s implementation project to ensure Customer is equipped with Nuvolo’s best practices and recommended governance for a successful implementation.

Pre-Requisites

  • Customer has signed services contract with end client

Overview

Approach

Nuvolo will deliver its Success Check model to Customer in support of Customer’s implementation project. Nuvolo will provide a series of touchpoints at specific stages throughout the Customer’s implementation project to ensure Customer is equipped with Nuvolo’s best practices and recommended governance for a successful implementation as outlined.

Initialization

Prior to Customer’s kickoff meeting with the client, Nuvolo will schedule a meeting with Customer to review general project setup, ensure access to Nuvolo documentation and Knowledge articles and discuss support models available to Customer if required. During this meeting, Customer will share the implementation timeline with Nuvolo. Nuvolo will schedule all subsequent touchpoints based upon this timeline to ensure resource availability.

Touchpoint #1

At the onset of Customer’s initial configuration sprints, Nuvolo will review the following with Customer to align with Nuvolo’s best practices:

  • Overall client engagement throughout implementation lifecycle
  • Discuss the SOW and understand the project deliverables and general requirements around the project and the Nuvolo products being implemented.
  • Review the sequencing of the implementation for prerequisites and dependencies for product implementation best practices.
  • Review overall project governance and change management and provide industry best practice recommendations.
  • Nuvolo will provide feedback based on this review to enable the Customer to make any necessary adjustments to the implementation timeline and/or approach.

Touchpoint #2

At the mid-point of Customer’s implementation project, Nuvolo will conduct a technical review of development that Customer has completed to date.

  • Areas of focus for the overall project review may include, but not limited to:
    • Overall client engagement throughout implementation lifecycle
    • Sprint maintenance
    • Management of stories and best practices
    • EVAC Analysis
    • Project trending and status reports
    • Risk and issues log maintenance
  • Areas of focus for the technical review may include, but not limited to:
    • Level of detail included in scrum tasks
    • Acceptance criteria defines definition of success
    • Unit testing scenarios are included in the stories
    • Code hygiene
    • Table structure assessment
    • Update set review
    • Data migration progress
    • Technical documentation
  • Nuvolo will provide feedback based on this review to enable the Customer to make any necessary adjustments to the development timeline and/or approach.

Touchpoint #3

Two (2) weeks prior to User Acceptance Testing (UAT), Nuvolo will conduct a final technical review of development that Customer has completed to date.

  • Overall client engagement throughout implementation lifecycle
  • Customer to provide a config demo of product functionality
  • Review Risk and issues log maintenance
  • Review of UAT remediation plan
  • Review of Production go-live checklist and readiness plan
  • Review backlog of post Go-live requirements
  • Nuvolo will provide feedback based on this review to enable the Customer to complete the implementation and transition the client to the Nuvolo Care team for support post Go-Live.

Assumptions

  • Initialization: Completed 2-3 weeks prior to implementation kick off
  • Touchpoint One (1): Completed during the onset of Customer’s initial configuration sprints, approximately Two (2) – Four (4) weeks into implementation.
  • Touchpoint Two (2): Completed at the mid-point of Customer’s implementation.
  • Touchpoint Three (3): Completed prior to UAT, approximately two (2) weeks prior to User Acceptance Testing (UAT).

Scheduled Timeline

  • Initialization: Completed 2-3 weeks prior to implementation kick off
  • Touchpoint One (1): Completed during the onset of Customer’s initial configuration sprints, approximately Two (2) – Four (4) weeks into implementation.
  • Touchpoint Two (2): Completed at the mid-point of Customer’s implementation.
  • Touchpoint Three (3): Completed prior to UAT, approximately two (2) weeks prior to User Acceptance Testing (UAT).

Delivery Terms

It is the responsibility of the Customer to have resources available to support the allocated team for the touchpoints as defined in Overview section.

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

Nuvolo Access Requirements

Customer will provide access requirements and policies required of Nuvolo resources along with onboarding timelines prior to execution of this SOW. Customer acknowledges that all obligations of Nuvolo under this SOW will require Nuvolo (including any subcontractors) to have direct access to Customer’s ServiceNow sub- production instance(s). Administrative access will be required in the sub-production instance(s) only and at no time will Nuvolo have access to the production environment.

Services shall be preconditioned upon Nuvolo receiving such access and proportionately limited to the extent access is denied. Failure to provide timely access may result in timeline delays and costs increase as outlined in this SOW. Additionally, Customer acknowledges that Nuvolo will leverage a mix of onshore and offshore resources in support of the Engagement.