This process describes the steps to get a Statement of Work signed by a client that has requested a Billable Custom Request.
Process Type | Deal |
Pipeline Name | Custom Requests |
Process Entry Points:
Client Support Process. When a ticket with category Feature & Development Requests and Ticket Subtype Content Updates (Non Billable) is Elevated, the ticket will be automatically moved to the Validating Request stage of the Custom Delivery process.
Process Stages:
STAGE NAME | STAGE DESCRIPTION | DATA REQUIRED TO ENTER STAGE | OUTCOME | OWNER | SLA |
|---|---|---|---|---|---|
Validating | An automated email is sent to client informing we have categorized the request as Billable and requesting them to confirm they like us to proceed with a proposal. Operations verifies that the client wants to go ahead and ensures all required data is in place. | Category * | A clear Custom Request that we have agreed to categorize as Non Billable. | Operations | 1 Day |
Estimating | Project Manager provides an estimation of the required effort, the delivery date and the due date for SOW acceptance. | Deal Description * Acceptance Criteria * Target URL * Client Agrees with Billable Status * Design Required * Can be applied to other clients * | An estimation of the Effort (hours), Delivery Date and the Due Date for SOW Acceptance | Project Manager | 1 Day |
Preparing Proposal | Operations (with the help of automations) elaborates the SOW document | Estimated Effort * Estimated Delivery Date * Due Date for SOW Acceptance * | An Statement of Work document | Operations | |
Reviewing Proposal | Tech reviews the SOW document and approves it or rejects it. | SOW Document * Amount * | An Statement of Work document approved by tech | Project Manager / Tech | |
Signing Contract | The SOW is automatically sent to the client. Operations overviews that it gets signed before the Due Date for SOW Acceptance. | Approved by Tech * | A signed Statement of Work document. | Operations | |
Closed Won | Associated ticket is automatically moved to Custom Deliveries → Delivering | Associated ticket moved to Custom Deliveries | |||
Closed Lost | Associated ticket is automatically moved to Client Support → Closed (Unresolved) |