TigerConnect General Statement of Work

Introduction 

This Statement of Work (“SOW”) is entered into under, and incorporating by this reference, the Order Form and the TigerConnect Terms of Service (https://tigerconnect.com/legal/terms-of-service-agreement/), and all Exhibits, Schedules, Addenda, and Attachments, and Amendments thereto (hereinafter referred to as the “Agreement”) between TigerConnect and Customer. Capitalized terms not otherwise defined in this SOW or generally understood in the industry shall have the meanings afforded them in the Terms of Service. This SOW shall be effective on the Effective Date.

This document sets out the terms on which TigerConnect shall deliver Professional Services. TigerConnect will implement a project team for analysis, design, provisioning, configuration, consultation, and deployment of the applicable TigerConnect Products and Services. The project team will create a customized project plan for each Customer (the “Project Schedule”). The Project Schedule describes in full the tasks that are to be provided by TigerConnect and those the responsibility of the Customer. Any applications or solutions not explicitly stated within the Project Schedule will not be installed or configured. Any features or functionality not stated within the Project Schedule will be left at their default, or out-of-the-box values for all TigerConnect Products and solutions. In summary, if a task is not explicitly stated in the Project Schedule it is to be assumed that it is not in the scope of this SOW.

Project Management, Roles, and Responsibilities

Customer will appoint a single point of contact responsible for all communications and project management among all Customer parties (staff, vendors, consultants) and for the escalation and resolution of any issues for Customer. That person will be responsible for updating the rest of the interested parties on the Customer side as to the status of the project.  It is expected that the project lead will also make decisions required to determine the success of the project. The participation and commitment of Customer’s project team during the project, including assigned tasks to Customer team members as outlined in the Project Schedule, will be a key to project success. In addition, Customer will provide qualified development engineering/programming resources versed in Customer’s application(s) during any development/integration portion of this project as needed.

Customer will recognize the TigerConnect project manager or onboarding assistant as the main TigerConnect point of contact for this project. All issues or concerns must be communicated to the TigerConnect project manager who will address all issues and then forward them to the appropriate resource for resolution.

Charges for Professional Services

The Professional Services under this SOW are provided in a fixed price model per the pricing schedule provided in the Order Form. Scope and pricing shall remain valid only for the anticipated duration of the project per the Project Schedule and may be subject to change after the expiration of that period, Suspension of the project, or if the scope of coverage desired changes.

Out-of-scope services requested by the Customer may be provided at TigerConnect’s then-current rate. Customer shall be responsible for the costs and expenses of any Onsite Assistance required which shall first be quoted by TigerConnect and agreed by the Customer.

Travel Expenses

TigerConnect may provide Onsite Assistance as mutually agreed upon by the parties in writing. Customer is responsible for travel expenses due to project needs for onsite work. TigerConnect will outline planned travel in the Project Schedule for transparency and planning needs. TigerConnect will make a reasonable effort to limit expenses that include, but are not limited to transportation, lodging, and meals associated with travel to customer site(s).

Project Change Requests

Any changes to this SOW must be mutually agreed to by the parties in writing using TigerConnect’s standard Project Change Request (PCR) form which can be found in the Appendix hereto. 

Both parties recognize the dynamic nature of projects and understand that changes in scope may arise, potentially impacting costs, staffing, and timelines. TigerConnect will thoroughly evaluate the impact of the proposed change on costs, staffing, workloads, and timelines, documenting these considerations for review. If the change of scope is deemed feasible and approved, the TigerConnect project manager will revise the Project Schedule and costs accordingly. The signatures of both the Customer and TigerConnect on the PCR will confirm formal approval or rejection of the proposed change. TigerConnect will not proceed with implementing the change request until formal approval has been obtained.

Customer Acceptance

The Project Schedule may set forth an inspection and acceptance process for any deliverables to the extent applicable. If no inspection or acceptance process is included in the Project Schedule, then the TigerConnect deliverables shall be deemed accepted upon receipt by Customer.

Project Commencement

TigerConnect will work with the Customer to accommodate the schedule and project objectives. Work will be scheduled according to an agreed-upon start date and shall be performed during normal working hours. If the Customer has not scheduled commencement of the project or, through no fault of TigerConnect, the project has not commenced within three (3) months of the Effective Date the project will be deemed canceled by Customer.

Project Suspension and Resumption

TigerConnect will not be responsible for any delays caused by the Customer. Any delays resulting in cost implications may require a PCR and/or additional Customer funding.

Customer’s failure to timely meet the Customer Tasks or Deliverables in the Project Schedule may result in the project being placed “On Hold.” TigerConnect will provide written notice to the Customer that an account is On Hold if Customer fails to timely meet a Task or Deliverable. TigerConnect may “Suspend” the Project after thirty (30) consecutive calendar days of a Project being “On Hold” status. During any Suspend period, all Project Schedule activities will cease, and resources assigned to the project may be reallocated. If the project exists in Suspended status for more than ninety (90) days, the project will be deemed canceled by Customer.

The project will only recommence upon receipt of written notice from the Customer demonstrating readiness to proceed and meet the necessary progress requirements and Project Schedule deliverables. TigerConnect cannot guarantee the availability of the same resources once the project is resumed. New resources may be allocated based on availability at the time of resumption. A revised Project Schedule timeline and resource plan will be provided to the Customer upon resumption, which may include adjustments to the original schedule and potential additional costs.

Customer accepts and acknowledges that TigerConnect has invested time and resources to build out the TigerConnect Products and Services per the Project Schedule and that unforeseen suspension, abandonment, or delay of the project through no fault of TigerConnect may cause TigerConnect to incur additional cost and expense. Customer will continue to be responsible for any payments due as per the Agreement. Furthermore, Customer agrees to pay to TigerConnect all costs directly arising due to the Suspend status or cancelation of the project, including but not limited to resource reallocation and project resumption which will be communicated to the Customer, and may be billed at TigerConnect’s then-current rate for Professional Services.

General Assumptions

TigerConnect has used the following assumptions and dependencies in preparing the Project Schedule. These assumptions are inextricably related to the pricing TigerConnect has provided for Professional Services.

• A robust technical infrastructure and QoS network standards are the foundation of functional stability. There are system interdependencies, such as Customer wireless infrastructure, network security, telephony provider, desktop workstations, mobile endpoints, and Customer third-party systems connected via API, SMTP, WCTP, etc. Customer technical knowledge of how all of these systems & environments work together is paramount.
• Changes to Customer’s legacy systems, or integration with any third-party software not identified in the Business Requirements Document, are not included unless specifically mentioned within this SOW.
• TigerConnect cannot be held responsible for issues that arise from third-party applications or network latency between any parts of the architecture.  This includes and is not limited to network latency issues resulting from network QoS, within facility four walls, or work-from-home connections.
• If TigerConnect integrations (API, SMTP, WCTP, etc.) usage is included, TigerConnect is responsible for providing documentation on the endpoints that were included in the scope of the deployment. Any management of a 3rd party vendor, development including development, configuration, and testing is the responsibility of Customer.
• TigerConnect solutions allow Customer’s (Controllers) and Partners (Processors) to achieve compliance with global data privacy regulations such as GDPR, CCPA, etc. It is Customer’s responsibility to ensure compliance with all the laws. Any compliance-specific requirements must be clearly communicated, scoped, and documented within the Project Schedule.
• All Professional Services to be provided pursuant to the terms of the Agreement shall be performed during regular business hours. Regular business hours are between the hours of 8:00 a.m. and 5:00 p.m. (local time), Monday through Friday, excluding public holidays. Professional Services to be delivered outside of regular business hours, or to an accelerated schedule, are considered out of scope and will be quoted and mutually agreed upon per the PCR process.
• All Services, materials, and communications are assumed to be delivered in English, unless otherwise specifically noted.

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Appendix – Project Change Request

This change request is for existing Project # [000]

This change request is for existing project #