Statement of Work

This Statement of Work (“SOW”) describes the professional services (the “Professional Services”) to be performed by Celigo Inc. (“Celigo”) for the customer (“Client”) identified on an order, proposal or quotation linked to or referencing these terms (each an “Ordering Document”) pursuant to the Celigo Service Subscription Agreement (“Agreement”), available at https://www.celigo.com/agreements/ssa-ns and into which this SOW is incorporated.

Project Scope

The tables below outline the standard out-of-box functionality for the Subscription Billing add-on for Salesforce – NetSuite Connector (“Connector”), in addition to the currently known unsupported functionality and available add-ons.

All versions of NetSuite are supported with the exception of CRM+.

The add-on supports Salesforce Enterprise and above. The add-on does not support Salesforce Professional Edition.

It is mandatory to have Celigo’s Salesforce – NetSuite Connector installed before installing this add-on. The add-on is supported both on Standard and Premium edition of Celigo’s Salesforce – NetSuite

CONNECTOR DATA FLOW SUPPORTED NOT SUPPORTED

SYNC BILLING SCHEDULES

NetSuite to Salesforce

The Billing Schedule flow syncs Billing Schedules from NetSuite to Salesforce. The flow can be setup to run when a Billing Schedules is created or updated or both in NetSuite. The flow may be configured as follows:

  1. Sync Billing Schedule only with Billing Account – If this setting is enabled Billing Schedule are synced from NetSuite to Salesforce along with Billing Account only. Only the Billing Schedule associated with the Billing Account is synced. If unchecked, Billing Schedules will be synced from NetSuite to Salesforce when they are created or update.
  2. Sync inactive Billing Schedules – If this setting is enabled Billing Schedules marked as ‘inactive’ in NetSuite are also synced to Salesforce. Otherwise Inactive Billing Schedules are ignored.
  3. Sync private Billing Schedules – If this setting is enabled Billing Schedules marked as ‘private’ in NetSuite are synced to Salesforce. If unchecked, only public Billing Schedules are synced from NetSuite to Salesforce.
<None currently known>

SYNC BILLING ACCOUNTS

Bi-Directional

NetSuite to Salesforce

Billing Account flow syncs Billing Accounts from NetSuite to Billing Accounts in Salesforce. The flow can be setup to run when a Billing Account is created or updated or both in NetSuite.

The following configurations are available for these flow groups:

  1. Only sync default Billing Account – Only Billing Accounts marked as “default” are synced from NetSuite to Salesforce. Others are ignored.
  2. Sync inactive Billing Accounts – Billing Accounts marked as INactive are ignored by default. If this setting is enabled then inactive Billing Accounts are synced as well.
  3. Sync Billing Account only with Netsuite Subscription – If this setting is enabled Billing Accounts from NetSuite to Salesforce are synced along with NetSuite Subscription only. If unchecked Billing Accounts will be synced from NetSuite to Salesforce when they are created or updated

Salesforce to NetSuite

The add-on creates a custom Billing Accounts object in Salesforce. Billing Account flow syncs Billing Accounts from Salesforce to Billing Accounts in NetSuite. The flow can be setup to run when a Billing Account is created or updated or both in Salesforce.

Instead of running automatically, the flow may be configured to run manually from Salesforce to NetSuite by clicking a button in Salesforce.

<None currently known>

SYNC PRICEBOOK

NetSuite to Salesforce

NetSuite to Salesforce

The Pricebook flow syncs Pricebooks from NetSuite to a custom Pricebooks object in Salesforce when a new Pricebook is created or updated in NetSuite.

Salesforce to NetSuite

This flow syncs updates on Pricebook line associated with a Subscription from Salesforce to NetSuite.

Also if the Price plan associated with the Subscription is updated in Salesforce then the new price plan is synced to NetSuite.

<None currently known>

 

 

SYNC SUBSCRIPTION PLAN

NetSuite to Salesforce

The add-on creates a custom Subscription PLan object in Salesforce. This flow syncs Subscription Plans from NetSuite to Salesforce. The flow can be setup to run when a new Subscription Plan is created or updated or both in NetSuite.

The flow can be configured to sync Subscription Plans only when the Pricebook is synced from NetSuite to Salesforce.

<None currently known>

SYNC SUBSCRIPTION

Bi-directional

 

The add-on creates a custom Subscription object in Salesforce.

NetSuite to Salesforce

This flow syncs Subscription from NetSuite to Salesforce. Subscription Line Item information can also be synced from NetSuite to Salesforce. The flow can be configured to run when a Subscription is created or updated or both in NetSuite.

The Subscription status is synced from NetSuite to Salesforce in a batch flow. The frequency of the syncing Subscription status can be configured.

Salesforce to NetSuite

This flow syncs Subscriptions from Salesforce to NetSuite. Subscription Line Item information can also be synced from Salesforce to NetSuite. The flow can be configured to run when a Subscription is created or updated or both in Salesforce.

Subscription status cannot be updated from Salesforce to NetSuite.

SUBSCRIPTION TERM

NetSuite to Salesforce

This flow syncs Subscription Term from NetSuite to Salesforce. The flow is a batch flow and can be configured to run at a desired frequency. <None currently known>

Project Approach

Celigo’s delivery approach is collaborative, whereby both Celigo and the Client assume responsibilities required to bring the project to a successful conclusion. This will be a hands-on project, jointly managed by Celigo and the Client. The Client must provide resources as described in the project team section below. These Client resources and timely completion of responsibilities are necessary for the project to be completed successfully and on time.

Resourcing Model

Celigo operates under a shared-resource model, which means that your Celigo resource(s) work on multiple projects at once; they are not dedicated to your project on a full-time basis. Celigo’s resources are located worldwide, with the majority of resources working out of the following offices:

  1. California, U.S.A: standard operating hours are 7am-5pm PST, Monday through Friday
  2. Hyderabad, India: standard operating hours are 1am-10am PST, Monday through Friday.

Meetings will take place within these standard operating hours. Celigo will conduct all sessions online. Additional costs will apply for off-hours and/or weekend meetings.

By default, your Celigo project team will be assigned based on availability. This may result in a fully onshore, offshore, or blended resource model.

Project Environment

Celigo recommends that the Client utilizes sandbox (or test/development) environments for development and testing. Ideally, each system impacted by the solution should have a sandbox environment.

If the Client does not have a sandbox environment for any system being integrated, all project stages will be completed in the Production instance.

  1. If the Client obtains a sandbox environment during the course of the project, additional charges may apply to migrate the solution to the sandbox environment. The remaining work would be completed in the sandbox environment.
  2. If the Client purchases a sandbox after Go Live, additional charges may apply to migrate the solution to the sandbox environment. Immediately prior to this work, the Client must request that the 3rd Party Provider refresh the sandbox from production. Once the Sandbox has been refreshed, Celigo will configure the solution in the sandbox environment.

 If the Client has purchased the Sandbox subscription, which is an additional instance of the integration that is deployed in the sandbox environments, this Perpetual Sandbox subscription will include the following:

  1. Implementation, testing, and Client UAT will be performed in the sandbox environments. Once Client UAT has been completed and approved, the Solution will be bundled and installed into the production environments.
  2. Client is responsible for ensuring that configuration or customizations made by the Client are made in both the sandbox and production environments.
  3. Client is responsible for final testing and sign-off in the production environment.  Unless explicitly asked by the Client, Celigo will not make any modifications in the production environment. Any fixes or changes will be made in the sandbox environment and then bundled and installed into the production environment. This approach will be used throughout the entire project.
  4. If the Client has a sandbox environment for each system being integrated, the Solution will continue to be available in the sandbox environments after Go Live. Further modifications can be made and tested first in sandbox and then migrated to the production environments.
  5. The subscription accommodates two annual sandbox events, as described below, after project closure, without incurring additional fees.
    1. Sandbox Refresh: If Client refreshes the sandbox environment(s), Celigo will re-configure the Solution to point to the sandbox after it has been refreshed. See assumptions below for additional details regarding sandbox refreshes.
    2. Sandbox Switch: If Client has more than one sandbox environment for a particular platform (e.g. 2 NetSuite sandbox instances), Celigo will switch the Solution to work with one sandbox instead of the other.

The Sandbox Subscription is bound to the same terms and conditions as a Production Subscription.

Assumptions

  1. At the time that Implementation starts, the Sandbox instance is an exact replica of the Production instance.
  2. Once implementation has started, if the Sandbox is refreshed, expired, or deleted and Celigo loses any work in progress, additional charges will apply to re-implement the solution in the Sandbox instance and the Client is responsible for these additional fees.
  3. If the Implementation has been completed in Sandbox and, for reasons beyond Celigo’s control, the solution cannot yet be deployed in Production, Celigo will consider the project closed. When the Client is ready to deploy the solution in Production, the Client may log a support case to get this accomplished.

Delivery Methodology

Celigo’s delivery methodology is iterative and consists of the stages below. Celigo will manage the project and maintain open communication via regular, periodic status meetings, a collaborative, shared project plan, and collaborative/shared project documentation, such as an issues log. Celigo utilizes Google Drive to create, store, and share project documentation with the Client. If Client is not willing to utilize this tool, Client must provide an equal tool that provides the same level of collaboration.

  1. Initiation & Planning
  2. Implementation & Testing
  3. Client UAT
  4. Deployment & Go-Live Support

Initiation & Planning: The Initiation & Planning stage lays the groundwork for later stages of the project by establishing the objectives of the project, the scope, and the staffing. Celigo and Client will jointly kick-off the project, which includes completing any necessary prerequisites, reviewing and gathering all requirements, finalizing design of the total solution, and finalizing the project strategy and plan. If new requirements are identified, they will be addressed via a change order or they will be tabled for a future phase/project. Regular, ongoing status meetings will be scheduled and started. Project tracking documents will be created and shared. The Client’s responsibilities include, but are not limited to: providing Celigo access to relevant systems, assigning project team members, detailed review of the requirements document and sign off on final solution design, discuss dependencies with the NetSuite implementation and other projects, and joint development and sign off on the final project plan.

Implementation & Testing: The solution will be developed and tested iteratively. For each iteration, Celigo will configure or develop the solution as agreed upon. Celigo will develop unit tests and perform testing and validation to ensure the solution works as designed. Celigo will perform knowledge transfer to prepare the Client for User Acceptance Testing (UAT).  The Client’s responsibilities include, but are not limited to: actively participate in the project meetings, provide answers to Celigo’s questions, escalate issues internally to obtain timely resolution, and proactively identify changes, risks, or environmental factors that may affect the project. Unless otherwise stated in this proposal, the Client is also responsible for configuring and implementing their system to support this solution. The Client will also begin design of the UAT plan.

Client UAT: The Client will perform UAT and full system testing. As issues are uncovered, the Client must enter them into the issues log. Celigo will work with the Client to resolve the issues that are within project scope. Issues identified as out of scope will be addressed either via a change order or flagged to be part of a subsequent project. The Client’s responsibilities include, but are not limited to: executing the test plan, logging issues in the issues log, providing timely resolution and answers towards issue resolution. If Client has completed UAT and, for reasons beyond Celigo’s control, the project cannot yet be closed, final project fees will be invoiced.

Deployment & Go-Live Support: Celigo will provide a final, high-level knowledge transfer of the solution. Celigo will work with Client to bring the solution live. After go-live, for a predefined number of weeks, the Celigo project team will continue to work closely with Client for post go-live support. Upon completion of this post go-live support, the deployment stage is completed, the project is closed, and the Client is transitioned to Celigo Client support. The Client’s responsibilities include, but are not limited to: perform additional testing to confirm the solution works as planned within normal business situations, identifying and logging issues within the predefined go-live support period, resolving issues in a timely manner, solution sign off, and training end users and stakeholders.

Deliverables

The Client will receive:

  1. Kick-off Presentation: slides used to kick off the project, set expectations, and communicate key project processes
  2. Working Solution: implemented per the Project scope
  3. Solution Document: if customizations are included in scope, the original requirements document(s) will be kept up to date throughout the project and, upon project closure, will represent the as-built solution.
  4. Mapping Document: outlines the flows and/or fields being implemented

Celigo will advise Client when deliverables are ready for review. If Client identifies any deficiencies in the deliverables, when evaluated against the specifications reflected in this Proposal and any other mutually agreed criteria, then Client shall notify Celigo in writing of the deficiencies. If Client and Celigo agree on the deficiencies, Celigo’s obligation shall be to re-deliver or re-perform the deliverables so that the deliverables conform to the specifications. If Client does not notify Celigo of deficiencies within 10 days following Celigo’s notice that the deliverables are ready for evaluation, then the deliverables are deemed accepted.

Assumptions

  1. Celigo will conduct weekly status meetings during Implementation & Testing. During Client UAT and Deployment & Go-Live Support, Celigo may conduct up to 3 status meetings per week.
  2. The Client is responsible for putting together a UAT plan and performing the actual testing. Celigo will provide guidance and suggestions for performing UAT.
  3. The Client is responsible for defining and creating the data necessary to perform UAT. The Client is also responsible for deleting any test data that was created during the course of this project. Celigo will not delete the Client’s data from any NetSuite environment, including the Sandbox.
  4. Celigo will resolve issues identified during UAT as per the project scope. Changes outside of project scope will be tracked as future enhancements, to be scoped and completed as a separate, future project.
  5. The Client is responsible for creating training materials and delivering end user training.
  6. The Client is responsible for any and all data migration and data management both during the project and after project closure.
  7. The Client is responsible for performance and volume testing.

Project Team

Client Team Roles & Responsibilities

Client is responsible for acknowledging and responding to requests during this Project implementation. These requests could be requirements documents, escalation issues, end-of-project notices, signature requests, etc. Some deliverables will require Client’s signature before Celigo can continue with the implementation and Customer is responsible for responding in a timely and collaborative fashion in order to meet the agreed-upon project timelines. Failure to respond in a timeline manner may lead to commensurate changes in the timeline.

It is important to understand that this is a list of project roles, not individuals, required to complete the Project. Depending of the size of the Client organization and functionality being implemented, a single individual may take responsibility for multiple roles.

Client Team Role Description Tactical Responsibilities
Project Manager Provides leadership to the project team and is responsible for overseeing the project. Will work with the Celigo Project Manager on scheduling and planning. Has an understanding of the overall goals of the project and is able to make and/or act upon most implementation decisions. This role is responsible for managing all Client resources and tasks to adhere to the project schedule.

• Attend all meetings

• Point of contact for all day to day project operations

• Coordinate Client project team members & tasks

• Manage decision making

• Serve as gatekeeper for project issues log

• Point of contact for project status

• Manage Client tasks and assignments

• Manage and participate in user acceptance testing, including testing documents

Administrator

Responsible for administering the solution set after go live. This resource will be trained as the superuser and will typically train other Client resources. Should have an understanding of the overall goals of the project.

This role will be responsible for maintaining and monitoring the solution when the project is completed.

• Attend all meetings

• Complete project action items

• Learn and be familiar with the solution design and functionality

• Perform user and system testing

Business Process Owners

Responsible for designing and approving business process

flows for each department. Responsible for ensuring the solution designed and implemented meets the business needs. Signs off on UAT for his/her business processes.

• Participate in the design of the solution

• Define processes and approvals

• Perform user and system testing

Celigo Team Roles & Responsibilities

Celigo Team Role Description
Project Manager Celigo PS will provide a Project Manager (PM) for the project. The PM will provide a leadership role on the project team and will serve as an escalation point for the Client and project team. Responsible for managing Celigo PS resources and adherence to project plan, adherence to the Proposal, as well as any risk and project issues that might need to be addressed. The PM is responsible for managing scope, timelines and budget. The PM will conduct weekly status meetings with the Client’s project team.
Technical Consultant(s) Responsible for developing and deploying the solution. This resource will work with the project team to define requirements, design the solution, and address project issues. This individual will ensure the solution is tested prior to the Client’s UAT.

Project Assumptions

Deviations from these assumptions may lead to commensurate changes in the timeline and pricing.

  1. Any functionality of the Connector not explicitly stated as in or out of scope requires further review by Celigo. Customizations to the Connector are not available. Known limitations have been stated above, however additional limitations or gaps may exist and are not included in the scope of this Solution.
  2. Integration activity is logged in the Celigo Integrator.io dashboard. It is the Client’s responsibility to monitor the integration.
  3. When the Connector imports or updates NetSuite records, server-side NetSuite scripts will be triggered. Client-side NetSuite scripts are not triggered by the Connector. If there are existing scripts on the NetSuite records, or if scripts are added in the future, Celigo will not debug nor resolve any issues resulting from these NetSuite scripts.
  4. The Client is responsible for the creation and maintenance of any mapped fields in both Salesforce and NetSuite.
  5. The Client is responsible for the maintenance of units tests for any packages, triggers, workflow rules, and validation rules within Salesforce.  Salesforce maintains a 100 query limit on these tests.  Celigo has streamlined its unit tests for the Connector and it does not materially impact this limit.  Should the Celigo install fail due to the query limit, it is the Client’s responsibility to review and modify their existing unit tests.  If a Client installs additional packages after the installation of the Connector and receives errors concerning their existing packages, it is the Client’s responsibility to review and modify their existing unit tests.  If there are specific errors with Celigo’s tests, Celigo will review and modify the Connector’s unit tests.
  6. The Client is responsible for setting up, monitoring, maintaining, and troubleshooting Salesforce.
  7. Implementation fees include pre-production linking between Salesforce and NetSuite of up to 5000 records for each record type (accounts, contacts, and items). Additional record linking is not included unless otherwise specified.
  8. If Client would like to build a custom data flow, Client must purchase Integrator.io license.