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Statement of Work - Monthly Support Plan

THIS STATEMENT OF WORK ("SOW") is made between Connect Solutions NPC (2024/117256/08) (hereafter referred to as Connect Solutions) and the undersigned Client (hereafter referred to as the Client). The "Effective Date" is the date of submission of this form. Connect Solutions will offer services to the Client on the basis of certified and experienced Salesforce Administrators with extensive web development experience. 

Deliverables

Connect Solutions will work with Client to deliver either Salesforce Administration services in Client’s Salesforce instance or Website Development services in the Client's existing website.  All support will be provided remotely and online i.e. using a combination of online meetings, email, or phone.

Tasks that are in scope for a Salesforce Administration:

Help with requests that are initiated by the users
  • Add / remove fields & changing existing online forms
  • Maintain users (adding new users, editing profiles, security settings etc)
  • Change page layouts (excluding Lightning components)
  • Craft email templates
  • Set up campaigns/ list views and execute mass emails to contacts in Client’s database
  • Help users when they get stuck (e.g. answering questions or doing basic training)
  • Help craft reports & schedule their distribution to team members as required 
  • Set up dashboards as needed
  • Assist with simple data uploads / edits via the SF Data Loader or equivalent (e.g. donation data, maintaining data integrity etc.)
System optimisation that will be initiated by Connect Solutions
  • Review user log-in behaviour and help with adoption
  • Review licences being used and eliminate any wasteful spending e.g. by selecting cheaper licence options (where appropriate) or terminating superfluous licences.
  • Perform weekly data backups of the org’s data
  • Improve data quality e.g. highlighting duplicates, fixing validation rules, identify missing data (e.g. phones)
  • Identify opportunity for automation (e.g. field updates via workflows, validation rules, system reminders, simple acknowledgement emails)
  • Maintain the existing Business Process flows (if a Connect Solutions consultant created them already)

Tasks that are outside the scope for a Salesforce Administration:

  • Business Analysis / Creating business process flows/ Data architecture reviews 
  • New custom objects
  • Non Profit Starter Pack (NPSP) conversions for Non-Profits
  • Complex automation (e.g. multi field or cross object flows, triggers or classes, Approval processes)
  • Creating online communities/ experience cloud, installing Service cloud, or Marketing cloud.
  • Installing and configuring any 3rd party software (eg SMS integration, mapping integration etc.) 
  • Any integrations between Salesforce and other software or hardware systems
  • Visual Force pages, new lightning components or Apex coding
These tasks can be done as separate projects, under their own SOW, as and when needed.

Tasks that are in scope for Website Development

Help with requests that are initiated by the users
  • Add / Remove / Edit web pages, linking page to relevant site architecture (eg menu links to pages, or in-page links)
  • Add / remove website users (manage permissions)
  • Add / remove plugins for additional functionality, as long as the scope of work fits within the alloted monthly hours
  • SEO through keywords in file images, headings and content, etc
  • Domain management (including implementing CDN and other tools to optimise site speed and performance)
Help with requests that are initiated by the users
  • Updating CMS and plugins (trouble-shoot any bugs that crop up through updates and compatability issues)
  • Responding to error messages or unusual downtime alerts

Rate

For the above-mentioned work, Connect Solutions will charge Client according to the support package selected (subject to annual increases):
  1 hr p/month 1 hr p/week 1.5 hr p/week 2 hrs p/week 3 hrs p/week 4 hrs p/week 8 hrs p/week
Discount * 0% 24% 25% 28% 29% 33% 36%
Hourly rate R 845.00 R 642.20 R 633.75 R 608.40 R 599.95 R 566.15 R 540.80
Total hrs p/mnth 1 4.3 6.5 8.6 13 17 34.5
Total Due (Monthly) R 845 R 2761.46 R 4119.38 R 5232.24 R 7799.35 R 9624.55 R 18657.60
* Consultancy rate for new clients is R945, the rate of R845 is for existing clients and includes a 10% discount If the development hours encroaches on monthly estimated time, Connect Solutions will liaise with the Client to discuss the way forward. Note that if a confirmed session booked with a Connect Solutions consultant is cancelled with less than 24 hours’ notice, the full charge for that session will be incurred.

Travel costs 

It is not anticipated that this engagement would require Connect Solutions to travel outside of Cape Town.  Connect Solutions’ general approach to traveling is that we would look to keep travelling to a minimum and would prefer to engage via online meetings, telephone and web conferencing where such mediums are possible and appropriate.   However, in some cases it is advisable to travel to allow for face to face engagements or to see samples and systems in real life.  Travel within Cape Town and surrounds will be billed as part of the consulting time. If it becomes necessary for Connect Solutions staff to travel by air to consult, travel time and subsistence costs would apply, after being agreed upon with the Client.

Financial limits

  • An invoice will be submitted monthly or if all work is completed within a month, on delivery of the final project. Please let us know if you would prefer to set up a direct debit.
  • Client will be invoices proactively before support can commence. 
  • Hours can be carried over from one week to the next week, but cannot be carried over from one month to the next. Connect Solutions will log all time spent on the support in our timesheet system to make sure we don’t exceed the time.
  • Connect Solutions will retain the employment of the System Administrators and Website Developers. If Client decides to employ our staff (either while they are supporting them, or for up to 12 months after they worked for the client), the Client will pay Connect Solutions a one-off training and placement fee of R95 000 + VAT.

Termination of SOW engagement

Client can upgrade, downgrade or cancel the package at any time by sending an email to rowen@connectsolutions.org.za. Any contract change will begin at the start of the next month & reimbursements or additional charges will be calculated on a pro-rata basis. Connect Solutions is entitled to terminate this engagement as specified in this SOW by giving 30 calendar days’ notice to the Client. 

Acceptance of Statement of Work and Commencement:

 
Authorised representative Name(Required)
MM slash DD slash YYYY
I confirm that I have read and understood this Statement of Work(Required)