FlowForma Services List

1. As a guideline the first process should fit within the following parameters:
   Workflow with a maximum of:
   1. 10 steps,
   2. 70 questions,
   3. 50 rules,
   4. 4 email templates,
   5. 1 document template (100 rules),
   6. 2 lists,
   7. 1 document library (if not default),
   8. 5 “row groups” (to use in questions)
2. SureStart is time-limited and must be completed within 3 months. Any additional effort required after this period will be charged on a T&M basis.
3. SureStart is a joint effort between the Customer and FlowForma, where the FlowForma Expert will coach the Customer through the process. The Customer can expect to be assigned work during the process and gain hands-on experience working with FlowForma. The FlowForma Expert will offer best practice implementation support and guidance throughout.
4. As a prerequisite, the Customer needs to document their requirements for the in-scope process.
5. SureStart includes 2 days of product training (virtual) and up to 6 days of consultancy with a FlowForma Expert (remote).
6. Customer is responsible for ensuring its key resources attend agreed meetings, and complete any work assigned within the agreed timeframes. Should the Customer cancel any meetings within 48 hours, or fail to complete assigned work on time, FlowForma reserves the right to deduct this time from the total number of days.
7. Any additional requirements outside of the scope of SureStart will be discussed and agreed upfront and may incur additional charges.

1. The Accelerator Pack includes 5 days of Consultancy.
2. Typically, Accelerator Packs are used to add 1 to 2 additional processes, depending on complexity, for which the requirements and scope need to be reviewed and agreed with FlowForma in advance.
3. The Accelerator pack is time-limited and expires after 6 months. Any additional time needed to complete the agreed scope of work will be charged on a Time & Materials basis.

Service Description

• Advisory Services – ongoing best practice advice & guidance in support of the development, testing and adoption of new flows
• Process Development Capacity – process development capacity, to be used within the service term. Development capacity is limited to 12.5 days for the starter offering, 30 days for the standard offering and 50 days for the extended offering

Service Governance

The parties agree to the following regular meetings to help ensure proper planning, good governance and continuous improvement throughout the service term:

• Monthly process backlog review, prioritization and planning meeting
• Weekly progress review meeting
• Quarterly service review meeting
• Individual process development iteration reviews as required

Customer Responsibilities

The customer is responsible for the following, unless formally agreed otherwise with FlowForma in advance:

• Designating a Project Manager, who will act as a single point of contact, and who is responsible for managing and coordinating all customer owned activities & resources
• Define and agree process requirements in advance of any process development work in FlowForma
• Perform User Acceptance Testing (UAT)
• End User training & onboarding
• Maintaining and prioritizing the backlog
• SharePoint administration & configuration
• Change Control; any late changes to requirements may impact the agreed effort estimates and timelines, and have a knock on effect to other work in progress.
• Organisational change management and adoption of the solution

1. This is a subscription service paid upfront on a yearly basis.
2. The service provides direct access to FlowForma Experts for up to 3hrs maximum per month over a 12-month term. Any unused hours cannot be carried over to the following month(s).
3. Time will be recorded in 15-minute increments.
4. If a Query or Request requires longer than 30 minutes, the FlowForma Expert may request to schedule an alternative time and date, where both parties have the appropriate time available.
5. The service cannot guarantee the same FlowForma Expert resource each time.
6. Response Times:
   • Customer can expect a response time of 4 hours on request for Advisory Services.
   • Standard hours are 9.00 a.m. to 5.30 p.m. GMT Monday to Friday, excluding public holidays.

1. All Consultancy Days must be purchased in advance.
2. The days are provided as an estimate only and are subject to change. If any additional days are required, FlowForma will request approval from the Customer in writing. In the case where the request is not approved by the Customer, FlowForma will only be responsible for completing any work that can be achieved within the approved days.
3. The fees have been calculated on the basis of a Monday to Friday normal working week of thirty-seven point five (37.5) hours, excluding designated public holidays in Ireland. Where required by the Customer, FlowForma reserves the right to charge 150% of the specified rate for work outside the normal working week of 08:00 – 18:00 GMT Monday to Friday and 200% of the specified rate for any weekend work. This includes the provision of on-call assistance.
4. If the Consulting Services provided are not complete at the end of the Delivery Period due to your failure to make the necessary resources available to us or to perform your obligations, such Consulting Services will be deemed to be complete at the end of the Delivery Period. If the Consulting Services provided are not complete at the end of the Delivery Period due to our failure to make the necessary resources available to you or to perform our obligations, the Delivery Period will be extended to allow us to complete such Consulting Services.
5. All Consultancy Days are time-limited and expire after 12 months if not used unless agreed otherwise in the order form.