Snowplow Implementation

Feature

Standard

Enterprise

Implementation  Timeline (estimated)

8 weeks

Custom: Estimated at 12 weeks

Implementation Framework (SOW)

Standard

(see Standard Implementation Framework SOW below)

Bespoke

Number of Use Cases*

(*Use cases  = A prioritized business objective or outcome to be implemented)

Up to 2

Up to 3

Number of Platforms* 

Implemented

(*Platforms = number of sites, micro-sites and apps (android and/or ios))

2

Up to 4

Technical Account Manager Implementation Lead

Solution Architect

Project Manager 

Program Governance

Out of the Box Tracking 

Out of the Box Modeling

(*Data Apps required)

Customised Tracking and Modeling

(The addition of custom event and entities, or customer models)

Consultation and Advisory

Enablement Workshops

Health Checks

(Periodic business reviews and identification of ongoing optimization needs)

1 Per Year

@ agreed upon  time

Up to 4 Per Year

@ agreed upon time 

1. Project Title

Standard Customer Implementation

2. Overview

This SOW documents the scope required for the standard Implementation of Snowplow, including the initial use-case deployment, and the initial tracking and data model creation (the Project). Any deliverables not explicitly mentioned are out of the scope of this SOW. 

Any additional services and functionality required, in addition to what is documented within, will need to be documented and delivered in a separate Change Order, which may be subject to additional charges.

3. Scope of Services

Snowplow will provide professional, technical, and related strategic advice in relation to the Standard Implementation of the Snowplow Product, as referenced below.  Snowplow’s Standard Implementation provides customers with Snowplow’s out of box functionality, insights and product enablement in the form of workshops for one to two use cases and up to two platforms. The Customer will be required to undertake the applicable deliverables to enable Snowplow and meet certain timelines and outcomes more specifically detailed in the tables below (Customer Deliverables) (and Snowplow Deliverables and Customer Deliverables are jointly referred to as the Outcomes).  The Snowplow Deliverables and Customer Deliverables will be implemented leveraging a phased framework within Snowplow’s Implementation Methodology as defined within the following tables.

Snowplow will staff the following team members to support the delivery of the project:

• Project Manager: The project manager will manage and provide oversight of the project progressions, including the management of deliverables, timelines, project status reports, standard governance review meetings and serves as a point of escalation. 
• Solution Architect: The SA will provide technical and best practice guidance during the Project’s implementation, leading enablement workshops, reviewing Customer configurations and supporting the data model deployments. 

Phase 1: Project Initiation

The Customer and Snowplow will work collaboratively to agree the overall Project governance, goals and objectives, as set out in the following table:

Phase 2: Implementation

In Phase 2, Snowplow and the customer will complete the implementation, configuration, testing and enablement of the Project, as set out in the following table:  

Phase 3: Transition

In Phase 3, Snowplow and the Customer will complete final validation of the implementation as set out in the following table.  The Transition phase of the Project is formally concluded with Go-Live. 

4. Governance

In order to manage the Project in the most timely and efficient manner, Snowplow will create a schedule that indicates which resources are required in order for Snowplow to deliver the Snowplow Deliverables.  Snowplow will use reasonable endeavours to meet all target completion dates (Target Completion Dates) as specified in the table below (Project Milestones and Timelines), however, deadlines are indicative only. If a Target Completion Date is delayed as a result of a delay from the Customer delivering a Customer Deliverable Snowplow resources may have to be reallocated and the schedule may need to be altered accordingly.  This may result in additional charges being levied to cover any additional time that might be required.  No additional cost will be allocated unless approved by the Customer in writing in advance. 

Snowplow and the Customer will review performance periodically, in ongoing communication settings as mutually agreed upon with the project team. 

5. Project Milestones and Timelines

6. Use Case(s) and Success Criteria

Snowplow and the Customer will agree upon the defined Use Case(s) and the agreed upon Success Criteria,  prioritised for within the time period of this Project. The Use Case(s) and Success Criteria will be agreed between the Snowplow Project Manager and the Customer Lead Contact Person during Phase 1 of the Project and before commencement of Phase 2.

7. Definition of Complete

The Outcomes listed in this SOW have been provided, or a written agreement has been made between both parties if they will not be received.

The Snowplow platform has been set up so the Customer can load events to a data lake / data warehouse based on the tracking configuration completed within the Project, as defined for within the defined single use case. 

The solution has no outstanding Severity 1 or Severity 2 issues. 

When the Project meets the definition of Complete, Snowplow will confirm the completion and will provide a maximum 1-week transition period into production support where issues will be handled jointly between the support and project teams at Snowplow.  Snowplow will confirm the end of the transition period by email; at this point, (Completion Date) issues will be managed by the Snowplow customer support team and any agreed SLAs will apply as from the Completion Date.

8. Changes

If scope of this Agreement is to increase, a change order will be put forth to document changes for proper review and approval by the Customer, to reflect any applicable changes in services, time and costs.

Any increase of scope of services, beyond what is documented within this SOW, will be charged the following Consultant Rate for any Services provided in relation to this Project that are additional to the agreed scope: $190.00 per hour.

• Snowplow will obtain approval from the Customer before providing any additional services and additional rates beyond the scope of services referenced within this SOW.   

9. Location & Language

All work will be performed remotely, and any work to be performed on-site will be mutually agreed upon between the Customer and Snowplow. Snowplow costs for travel may be of the responsibility of the customer and will be reviewed and approved prior to any commitments made. All work will be delivered in English.

10. Assumptions 

• Associated data cost and storage is owned by the Customer. 
• Workshops and presentations will be performed at mutually agreeable timings. 
• The Customer will identify subject matter experts (SME) and other stakeholders required to assist in the delivery of this SOW and will manage the scheduling and logistics of meeting invites in line with the project timelines and milestones.  
• SMEs and stakeholders identified by the Customer will be available to attend scheduled workshops and meetings.
• The Customer’s personnel that attend workshops and meetings and who are tasked with gathering relevant documentation, will do so in a timely manner that meets the project timelines and milestones.  
• Customer stakeholders will review any issued drafts and deliverable(s) and provide feedback in a timely manner.  
• Appropriate access to systems will be made available, when and if requested.