Professional Services are purchased separately on the vStore at an hourly rate, as a vPro Service Package, or according to a Statement of Work (SOW), depending on the type nature of the service.

SOW Definition

• A SOW is a written, dated contract describing any custom work requested by clients.
• It is an estimate of work based on the mutual understanding as established in writing at the time of SOW execution.

When to Create a SOW Request

• Before creating a SOW request, please check the list of vPro Service Packages as some packages cover custom work that previously required a SOW. 
• If your needs are not addressed in a vPro Service package and you don’t know how much time will be required, you’ll want to create a SOW request.
• You’ll create a SOW request in vPortal if you have authorization to do so and receive a quote from Vertican.
  • Complete the New SOW Request, then click the [Submit Request] button.
  • When you submit a SOW request, Client Success will advise you whether service will be offered under a SOW or whether service can be rendered as Professional Services hours and if so, how many hours to purchase.
  • Professional Services are pre-paid tickets, which are closed after Professional Services are complete.
• Even if you have banked Professional Services hours, you may still be advised to create a SOW to determine how many hours your request will require.

Types of SOW Pay Arrangements

• An open-ended SOW: an estimated block of time is quoted, but only final hours performed on the SOW are billed.
• A fixed-rate SOW: a fixed amount is quoted and paid, regardless of the outcome of the work effort.

Potential Research Fee

• Vertican occasionally requires an upfront research fee to create complex SOWs.
• While the research fee is prepaid before the SOW is created, if you accept the SOW, the fee is listed in the SOW and payment is credited toward the total SOW balance.
• Depending on the type of request, SOW preparation may require hours of investigation among multiple team members.
• There have been instances where clients did not move forward with a SOW that had required many hours to prepare.
• Vertican will inform you if a research fee is required before work on the SOW can begin.
• If you choose not to proceed with the research fee, the SOW request will be closed.

SOW Process

• Potential Research Fee: Vertican will inform you if a research fee is required before the SOW can be prepared.
  • If a research fee is required, Vertican will begin SOW preparation after the fee is paid and verified in vPortal.
• Creation of SOW: Vertican may create a SOW after discussing with you or you may submit a SOW request.
  • Complete the New SOW Request, then click the [Submit Request] button.
• Submission to Client: After Vertican prepares the SOW, you will be notified via email.
  • You have 14 business days from email notification to accept and pay for the SOW in vPortal, after which it becomes invalid.
  • SOW proposals from Vertican are under copyright and should not be shared with third parties.
• Client Acceptance & Payment: A SOW must be accepted and prepaid in vPortal within 14 business days from notification.
  • Verbal approval cannot be accepted.
  • You will be notified of the SOW via email, with a link to vPortal.
  • To accept the SOW in vPortal, check the box next to “I agree.”
  • Click the [Proceed to Checkout] button and pay for the SOW.
  • Payment generates a paid invoice record in My Invoices.
  • Client Success is notified when you accept the SOW and complete payment.
  • Provision of SOW services can only begin after your acceptance and payment in vPortal are confirmed.
• Changes & Amendments: Changes can be requested by you or Vertican’s representative.
  • Any change that exceeds 15% of the original SOW will require a written amendment.
  • Amendments need to be accepted by you before work can resume.
• Completion & Inspection: Upon completion and delivery of the SOW work, you have 30 calendar days to inspect and perform any necessary test to accept/reject the delivery.
• Rejection & Acceptance: Any rejection of a SOW must be communicated in writing or via email and must include the reason(s) for the rejection.
  • If no rejection is received by Vertican within the allotted 30 calendar days, you have accepted the SOW work by default and the SOW is closed.
• Defects & Bugs: If you believe you have discovered a defect or bug within 30 calendar days from delivery, Vertican will investigate.
  • If the issue is determined to be a defect or bug that is the responsibility of Vertican, Vertican will fix the issue at no charge.
  • However, sometimes a program does not work as expected because the client did not provide sufficient information to Vertican.
    • In that case, one of the following may be necessary to resolve the issue: a new billable SOW, a support incident, or Professional Services hours.

vPortal Dashboard > vStore

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Select Professional Services

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Choose Web Based Training or Web Based Consulting and select the number of hours you wish to purchase.

Client Success will be able to give a quote of estimated time for a specific service.

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If purchasing a vPro Service Package, enter the name of the service package and its corresponding number in this field.

If you need to locate the name and number of the service package, refer to the vPro Service Package Directory.

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Read and accept the Terms and Conditions by putting a √ next to I Agree.

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Click the [Add to Cart] or [Proceed to Checkout] button.

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To see what Professional Services you’ve ordered, click on My Vertican from the main Dashboard.

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From the left navigation menu, click on My Services to see Hours Purchased, Hours Used, and Hours Remaining.

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To see the expiration date for your hourly services, click on the number under Hours Remaining.