RightNow LifeCycle Packaged Implementation Overview The following pages are the standard statement of work for RightNow s packaged LifeCycle Implementations. Since RightNow s project management methodology is standardized with uniform deliverables, these LifeCycle packages are used to implement RightNow product solutions including RightNow CRM, Service, Sales, and Marketing. The document outlines key RightNow deliverables, customer responsibilities, project exclusions, and typical tasks performed within an implementation package utilizing our LifeCycle Solutions Methodology. This methodology is a phased approach for long-term optimization. understands that successful solutions are a continuing process- not a single event. Only through careful alignment of strategy, process, design, technology and people can you achieve your business objectives. Through a phased LifeCycle approach, RightNow Professional Services combine project management with technical and business-focused consulting services. These are delivered in stages of Discovery, Go Live, Adoption, and Evolution. Project Critical Success Factors The following are critical success factors for the Customer and RightNow implementation: Critical Success Factors 1 Mutually agreed upon project plan between client and 2 Visible executive sponsorship throughout the project. 3 Customer resources readily available to support project timeline. 4 Strong communication within project team and external to end-user community. 5 Adoption of RightNow best practices. Project Scope ed below are the tasks performed and the Service Related Items created during this project. Customer approval and sign-off is required at the end of each LifeCycle Phase for all service related items provided in that Phase. Appendix Page 1
Discovery Description Deliverable(s) Owner Planning Finalize and distribute project plan and project charter documents. Project Plan and Project Charter Manager, RNT Business Process Charting Workshop Review and confirm the business processes with project team members and others from Customer. Identify and develop additional processes that weren t identified during discovery. SME, RNT Content Planning Workshop Review existing content sources and develop ongoing content publishing process SME, RNT Workflow Rules Workshop Review functionality and determine routing of incidents to appropriate call center representative and escalation rules. SME, RNT Reporting Workshop Review the standard RightNow delivered reports and determine recipients, frequency and delivery method. Where applicable, Customer will document requirements for custom reports. Customer is responsible for the development of custom reports unless a change order is processed to engage a RightNow resource. SME, RNT Discovery (continued) Description Deliverable(s) Owner Site Audit Audit the main Web site to find all areas with FAQs, email addresses, and contact information. Site Recommendations Customer SME, RNT Appendix Page 2
Go-Live Description Deliverable Owner Project Team/Administrator Training LifeCycle packages delivered in the USA receive computer-based training (CBTs) and a bundle of Universal Training Credits to be used toward your selection of RightNow training courses. Clients receive four UTCs for single product implementations or eight UTCs for multi-product implementations. Training Content Customer, RNT Education Services LifeCycle packages delivered internationally receive computer based training, and an assessment with recommendations for RightNow training course purchases. Configuration RightNow will assist the Customer with the configuration of the solution based on the requirements gathered during the workshops, however the Customer is the ultimate owner of the configuration. Configuration Worksheets Customer SME, RNT Testing Customer takes the lead to test the configured system. RightNow provides assistance with any questions and focuses on knowledge transfer. Tested system Customer SME, RNT Production System Finalization Confirm system configuration, and insure end-users, including administrators, are trained on the system. Live system Customer Best Practices Scorecard Best Practice Scorecard used to evaluate the effectiveness of the production system against the other RightNow client sites. Scorecard RNT Customer Survey Customer provides feedback on the performance of the RNT project team. Completed survey Manager Adoption Description Deliverable Owner Tune Up Evaluation and Optimization Clearly evaluate the implementation and offer suggestions for improvement based on company metrics. Best Practices Scorecard Update RNT Evolution Description Delive rable Owner Tune Up Evaluation Assess successes; evaluate broader business and long-term expansion plans where success could be duplicated. Discuss potential integration and revisit results of the prior optimization. Best Practices Scorecard Update RNT Appendix Page 3
Assumptions Assumptions identify specific decisions or agreements that helped define scope and determine level of effort and timeframes. Project Assumptions 1. Mutually agree on project plan between customer and the RightNow Principle and/or 2. The Services included in this Appendix will be performed remotely, and/or at the Customer s location. 3. RightNow will provide the Customer with regular status reports and a project charter documenting the project implementation and integration materials and schedule. 4. Customer will be responsible for the scheduling, availability, quality and timeliness of work its resources perform. Any schedule delays that result are subject to the billable rate illustrated in this document. 5. Customer and RightNow will each designate one person to act as a project manager. The Customer s project manager will have sole authority to approve and sign-off all project services. For the purpose of daily operations, the Customer s project manager may designate other individuals to act as project managers, subject-matter experts, and advisors. 6. When necessary, Customer s designated employees will be accessible in a timely fashion for meetings with the RightNow project team members for interviews and review of project work products. 7. Customer will assume responsibility for all end user training on how to use the RightNow Applications. 8. The Customer will be charged for all travel and related expenses according to RightNow s travel policies unless otherwise noted. 9. All Services must be used within 12 months of purchase or services expire. Technology Assumptions 1. Customer is responsible for their own infrastructure such as, but not limited to, network, TCP/IP configuration, routers/switches, workstations, etc. 2. Customer is responsible for the purchase and installation of any third party application. 3. If applicable, Customer will provide RightNow staff access to existing systems during the implementation. 4. Customer will be responsible for any acceptance testing against its business requirements, any pilot implementations and rollout and any subsequent rollout phases of this project not specifically identified in this Appendix. Configuration Assumptions RightNow Service (Only applicable if RightNow Service is licensed) 1. Single interface and English language. 2. Up to two (2) mailboxes will be created in the RightNow hosting environment. 3. Offer Advisor Middleware Integration for product suggestions excluded 4. Computer Telephony Integration (CTI) is excluded from scope. RightNow Sales Automation (Only applicable if RightNow Sales Automation is licensed) 1. Workflow rules for setup of lead routing are excluded from scope. Appendix Page 4
RightNow Marketing (Only applicable if RightNow Marketing is licensed) 1. RightNow will assist Customer with the configuration and testing of up to 2 marketing campaigns. 2. Customer will provide the email and web form templates for look and feel. 3. Customer will provide the creative and copy for each mailing per the dates in the project plan. Exclusions from packaged Lifecycle implementations 1. RightNow product customizations. 2. Data imports, unless otherwise specified in the Order Confirmation. 3. Creation of new reports or modification of delivered RightNow reports. 4. Integrations to other Customer systems, with the RightNow System (inbound or outbound). 5. Project Team Training is excluded 6. Offer Advisor Middleware Integration for product suggestions excluded 7. Computer Telephony Integration (CTI) is excluded from scope. 8. Voice Self-Service implementation is excluded 9. Implementation of Scripting functionality is excluded from scope. 10. Secure Socket Layer (SSL), unless otherwise specified in the Order Confirmation. 11. End User Training. 12. Pass Thru Authentication (PTA), Application Programming Interface (API), and Premier Customization Access (PCA), unless otherwise specified in the Order Confirmation. 13. UK/AU Australia and United Kingdom LifeCycle Implementation packages do not include any training. Onsite Cancellation Policy The cancellation policy for onsite engagements is as follows: If a client cancels a billable consulting engagement within 5 business days of the start date and RightNow Professional Services is unable to staff the consultant on another assignment (regardless if whether the client reschedules at the time of cancellation), RightNow will charge the client the following: 30% of the value of the engagement plus the cost of any non-refundable business expense (e.g., airline ticket, hotel room). The cancellation fee will be immediately invoiced to the client and payment expected prior to RightNow Professional Services re-engaging with the client. Appendix Page 5
Project Resources Roles & Responsibility Customer Listed below are roles that are typically performed by the Customer on a RightNow implementation: Role Project Steering Committee Manager Responsibilities Provides overall project guidance & support Provides direction, support, funding Sets direction for system development Champions system adoption Mutually agree on project plan with RightNow Principle and/or Represents Customer interests Responsible for Customer team member performance Manages expectations/issues Resolves Issues Signs off on all documentation and status reports System Administrator Provides understanding of Customer business environment & requirements Defines new process and system requirements Performs role of project champion within the organization Business Subject Matter Experts (SME) Provide understanding of Customer business environment & requirements Define new process and system requirements Perform role of project champion within the organization RightNow Listed below are the roles typically performed by RightNow personnel on an implementation: Role Responsibilities Principal Provides guidance QA s project to mitigate any risks and ensure the success of the implementation Serves as escalation point to resolve project issues Appendix Page 6
Role Responsibilities Primary contact to RightNow Develops & maintains project plan and project charter Mutually agree on project plan with customer project manager Provides product knowledge Leverages best practices at other implementations Facilitate sessions to define configuration options to meet business requirements Configures system to requirements and transfers knowledge Manages expectations/issues Escalates issues as appropriate Application Engineer Develops and completes Data Imports and Migrations (as appropriate) Develops custom end user interface customization (requires change order) Develops advanced custom reports (requires change order) Develops and consults on integration customization requirements (requires change order) Project Estimates RightNow s LifeCycle Implementation packages designate a project's estimated hours." Estimated hours are only applied to deliverable of the specific package. Once a project is delivered in full, clients will not be credited any services should a balance remain between the estimated and actual hours delivered Change Management Throughout a project, new information may surface that may necessitate a change in business requirements or a change in the technical environment. These changes may result in a change in project scope and therefore estimated level of effort, project timeline or solution features. Change Orders may result in adjustments to this estimate and an increase in the estimated costs. Any changes to the project scope will require a Change Order, which a RightNow resource will complete. Due to the complexity of some project change orders, RightNow may bill the Customer for the time required to scope and estimate the requested change. The RightNow resource will advise the Customer of the estimate if a charge will apply. A completed form includes the requested change, the impact on the current engagement, and the estimated resources and time to implement the Change Order. RightNow will submit the completed Change Order Form to the Customer for review and approval. Estimates will remain valid for a period of five (5) business days from the date of submission. If the Customer does not approve the Change Order Form within the five (5) business days, and RightNow has not extended the period of validity in writing, the change estimate will automatically expire. Upon receipt of written approval, the RightNow Team will begin work on the requested change according to the agreed-upon schedule. Any Services not included in the Project Scope section shall be provided at Inc. standard consulting rates. Appendix Page 7