Additional Services and Work Orders

Additional Services 

Customers who require excluded or out-of-scope services may access such services through the following process:

Creating a support case, with the submission of a question or issue relating to any excluded or out-of-scope support services, constitutes the Customer’s acceptance that **Sparkrock will spend time determining if this qualifies as a customization or services request**. If it does, Sparkrock will then reach out to the customer to ask if they would like an estimate.

Once Sparkrock identifies that the request qualifies as a customization or services request, it will seek the customer's approval through the preparation of a **Work Order**. The customer will be asked to sign the Work Order before any additional work can proceed.

All Work Orders are subject to the terms and conditions of the existing SLSA. The Work Order will include a description of services, deliverables, and the acceptance criteria. The Work Order will also contain specifications for the deliverables that are to be included. User acceptance will be based on a test script (or test scripts) that provides sufficient detail to establish that the deliverables conform to the specifications. The customer is responsible for reviewing and approving all specifications and for providing full and complete test scripts.

Once the specifications and cost estimates for a Work Order are determined, the work will be executed for the amount specified in the Work Order, provided there is no change in scope and there is no delay or additional time caused by events beyond Sparkrock’s reasonable control (such as failure by the customer to provide the required information or resources, testing, etc.). At any point in the cycle, if Sparkrock believes that the estimates will be exceeded, then it will seek approval for additional work from the Customer.

A Work Order is used when the work to be performed does not require significant project management oversight and resources to control the risk, scope, budget, and timelines. Sparkrock, at its discretion, may recommend that a project be initiated through a statement of work, rather than a Work Order, to control the risk, scope, budget, and timelines, on the customer’s behalf.

Examples of Work Order Requests:

1. Payroll control adjustments
2. Changes to existing pages
3. Exposing additional fields to be used in pages/reports
4. Creating new web services
5. Modifying documents and reports
6. Integration with third-party tools
7. Implementation of new modules, workflows, or functionality
8. Others where the implemented solution requires a change

Work Order Fees 

Time spent by Sparkrock to prepare the detailed specifications and other documentation related to Work Orders will be charged on a time and materials basis with prior approval by the Customer. The total cost of a Work Order, inclusive of specification time noted here will be included as part of each Work Order and will require the customer's approval before development work can begin. 

Current Hourly rates for services related to Work Orders are standard Sparkrock Client Services rates. 

 
Notes:

1. These rates are subject to change on an annual basis. 
2. Only customers in Sparkrock 365 qualify for these fees.