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.
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:
- California, U.S.A: standard operating hours are 7am-5pm PST, Monday through Friday
- 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.
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.
The project can be executed under one of the following models:
- Client has a sandbox environment for one or more of the systems being integrated
- Perpetual Sandbox: Client has purchased an ongoing sandbox subscription for the Connector (“Perpetual Sandbox”).
- Temporary Sandbox: Client has purchased a one-time, temporary sandbox setup for the duration of the project (“Temporary Sandbox”).
- Client does not have a sandbox environment for any system being integrated and will not purchase any sandbox related services from Celigo. All project stages will be completed in the Production instance.
- If the Client obtains a sandbox environment during the course of the project, additional charges will apply to migrate the solution to the sandbox environment. The remaining work would be completed in the sandbox environment.
- If the Client purchases a sandbox after Go Live, additional charges will 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.
Perpetual Sandbox Subscription
If the Client has a sandbox environment for all systems being integrated, the Client may purchase a Perpetual Sandbox Subscription from Celigo. A Sandbox Subscription is an additional instance of the integration that is deployed in the sandbox environments.
This Perpetual Sandbox subscription will include the following:
- Implementation, unit 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.
- The Solution will continue to be available in the sandbox environments after Go Live. Further modifications can be made and tested first in sandbox, then, upon Client’s approval, migrated to the production environments.
- Client is responsible for ensuring that configuration or customizations made by the Client are made in both the sandbox and production environments.
- 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.
- The subscription accommodates two annual sandbox events, as described below, after project closure, without incurring additional fees.
- 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.
- 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 Perpetual Sandbox Subscription is bound to the same terms and conditions as a Production Subscription.
Temporary Sandbox Setup
If any of the following apply, the Client may purchase a Temporary Sandbox Setup from Celigo:
- Client does not have a sandbox environment for all systems being integrated
- 3rd Party system does not have a sandbox environment available
- Client has a sandbox environment for all systems being integrated, however Client only wants to utilize the sandbox environments for implementation, unit testing, and Client UAT.
This setup will include the following:
- The Solution will be implemented such that one system’s production environment will point to the other system’s sandbox – solely for implementation and testing. Once Client has completed UAT sign off, the Solution will then be enabled in both production environments. Once this migration takes place, the Client is ready to go live and the Solution will no longer function in the sandbox environment.
- At the time that Implementation starts, the Sandbox instance is an exact replica of the Production instance.
- 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.
- This project may coincide with a major release of NetSuite or a 3rd Party system. Implementation and testing of this solution against a new release, including a beta release, is not included within the scope of this Proposal. Celigo can provide a change order to accommodate this request.
- 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 and invoice the final payment. When the Client is ready to deploy the solution in Production, the Client may log a support case with Celigo to get this accomplished.
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.
- Initiation & Planning
- Implementation & Testing
- Client UAT
- 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.
The Client will receive:
- Kick-off Presentation: slides used to kick off the project, set expectations, and communicate key project processes
- Working Solution: implemented per the Project scope
- 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.
- 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.
- 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.
- If the Client is implementing NetSuite in parallel to this project, Celigo will not participate in the BRD sessions or review calls. Celigo will conduct a high level review of the BRD and provide feedback.
- The Client is responsible for putting together a UAT plan and performing the actual testing. Celigo will provide guidance and suggestions for performing UAT.
- 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.
- 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.
- The Client is responsible for creating training materials and delivering end user training.
- The Client is responsible for any and all data migration and data management both during the project and after project closure.
- The Client is responsible for performance and volume testing.
- If this project coincides, impacts, or overlaps with other projects the Client is implementing:
- Celigo is not responsible for overall project management unless explicitly stated as in scope, and if Celigo needs to manage 3rd parties in order to deliver this project, this will be considered out of scope and will result in a change order.
- Celigo’s project will be closed regardless of whether the other projects are completed.
- Additional documentation or deliverables are not included in scope.
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
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
|Executive Sponsor||Responsible for project escalations.||• Optional attendance in the weekly status meetings|
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.|
Deviations from these assumptions may lead to commensurate changes in the timeline and pricing.
- Client acknowledges that its participation, availability, and cooperation is critical for the success of the Project. Project timelines are based on availability of Client resources and key decision makers. Lack of access to project stakeholders or lack of timely decision making will impact project timelines and pricing. Client agrees to provide Celigo with prompt and adequate responses to its requests for information and other requests related to the services to be performed under this Proposal.
- The services in scope of this Proposal will be delivered in one project phase. If the Client chooses a partial deployment of the solution, additional charges will apply to implement the remaining scope in a future project phase.
- The following circumstances will cause the project to be put on hold. When a project is put on hold, Celigo’s resources will be removed from the project and reallocated to other work. Celigo will make multiple attempts to contact the Client prior to putting the project on hold, however if Celigo does not receive a response, the project will be put on hold.
- If the Client is not ready to start the project within 2 weeks of the start date Celigo and the Client agreed to, Celigo will put the project on hold.
- Once the project has started, if, for any reason, the Client or a 3rd Party is unresponsive or stalls the project for more than 2 weeks, Celigo will put the project on hold.
- If the project has been put on hold, in order to re-engage, additional charges may apply in order to re-staff the project, bring the project team up to speed, or re-visit work/topics previously addressed. In order to re-engage, your balance due to Celigo must be paid and current, including any invoices Celigo sends in order to bring your balance current with the invoicing terms defined in this Proposal.
- Once your invoices are paid and you are ready to re-engage with us, your project will have to go through Celigo’s standard scheduling process. Celigo may have up to a 6-week lead time to re-engage. Celigo will try to assign the same resources on your project, especially if a significant amount of work has already been completed. However, we cannot guarantee the same project resources. If it is necessary to have the same project resources, the lead time to start your project will be subject to the resources’ availability.
- Once Celigo re-engages, if Celigo has not received payment on any open invoice, Celigo reserves the right to put the project back on hold at any time.
- With exceptions noted below, if the project has been put on hold, the subscription term and conditions remain the same; the subscription price and term is not adjusted.
- If a Connector update is released while the project is on hold, Client and Celigo must execute a new Proposal and additional services and/or subscription charges may apply.
- If the project has been on hold for 12 months, it is assumed that the Client wishes to cancel the project and Celigo will initiate the project cancellation process. The Client will be subject to the cancellation fees as described in the Project Pricing section.
- If the Client wishes to then restart the project, Client and Celigo must execute a new Proposal and additional services and/or subscription charges may apply.
- Client agrees to provide Administrator access to all relevant accounts as necessary for Connector installation.