In8Sync: Exhibit D – Change Request Protocol

1. Purpose

This Protocol defines the process, billing structure, and approval requirements for handling Change Requests (“CRs”) that fall outside the scope of the initial Software Services Agreement, the standard out-of-box features, or approved implementation plan. This protocol also governs any customizations, configuration, or enhancement identified during the Project Planning Meeting (“PPM”) that exceeds the functionality included in initial scope and Set-Up Fees.

2. Scope

This Protocol applies to all requests for additional configurations, customizations, or enhancements that:

  • Are not included in the standard out-of-box features
  • Outside the defined scoped in the initial Software Services Agreement or Quote
  • Arise during or after implementation
  • Require additional analysis, development, or testing
  • Are identified during the PPM as exceeding the functionality included in the Set-Up Fees

3. Definitions

  • Change Request (CR): Any substantive request for configuration, customization, or enhancement not included in the initial Software Services Agreement, Quote, or standard out-of-box features.
  • Implementation Scope: The set of deliverables and configurations approved in the Software Services Agreement and project plan.
  • Customizations: Features, functions, or workflows not included in the standard out-of-box features that require development or configuration by ln8Sync. Customizations listed on the original Quote are included in the implementation Scope but are finalized during the PPM.
  • Solutions Consultant: A designated ln8Sync resource responsible for scoping and estimating CRs.
  • Support Portal: ln8Sync’s customer portal at https://in8sync.com/account, used for submitting and managing support cases.
  • Project Planning Meeting (PPM): The formal meeting during which the final customization scope is confirmed. Any requirement identified or confirmed during the PPM that exceeds the Set-Up Fees becomes a CR governed by this Protocol.

4. Submission Pathways

Change Requests shall be submitted through one of the following pathways:

4.1 Implementation-Required CRs

CRs that are necessary for the successful completion of the initial implementation must be:

  • Scoped by ln8Sync’s Solutions Consultant
  • Approved in writing by Client
  • All fees associated with the initial scope and UAT must be paid in full prior to start of the CR.
  • 50% of the CR fee paid prior to commencement of work.
  • Remaining 50% invoiced upon completion
  • Timeline impact communicated to Client
    • These CRs are managed outside the support portal and may require an updated Software Services Agreement.
  • No CR work will begin until written approval is received from Client

4.2 Post-Implementation CRs

CRs that are not required for implementation shall be submitted as support cases via the ln8Sync Support Portal. These include:

  • Enhancements
  • Additional configurations
  • Mapping changes
  • Feature extensions
  • Requests for modifications to previously delivered customizations

5. Billing Structure for Post-Implementation CRs

  • All CRs submitted through the Support Portal are billed at ln8Sync’s standard hourly rate.
  • Client must agree to a one-hour billable scoping fee prior to review. This hour is included in the total estimate.
  • CRs estimated at 10 hours or less will be approved and executed directly through the Support Portal.
    • Invoiced weekly based on actual hours logged
    • Due upon receipt with a 15-day grace period; late fees accrue at $25/day thereafter
  • CRs estimated to exceed 10 hours may require a separate signed service agreement. Such agreements are subject to the Order of Precedent in the Software Services Agreement.
  • ln8Sync will communicate scope, timeline, and billing details through the support case thread.
  • Client is billed as the CR work is performed and may be billed prior to completion of CR.
  • Cr billing does not pause, delay, or modify license billing or renewal obligations.

6. Timing and Impact

  • CRs submitted during implementation that are not required for go-live will be deferred until initial scope is completed, signed off, and paid in full.
  • CRs may materially affect delivery timelines. ln8Sync shall communicate any impact in writing.
  • CRs submitted post-implementation will be scheduled based on resource availability and severity.
  • CR’s identified during the PPM that  exceeds Set-Up Fees will not delay the commencement of Support Services unless mutually agreed in writing.

7. Documentation and Tracking

  • All CRs shall be documented in ln8Sync’s project or support ticketing system.
  • Tickets shall include scope, estimate, timeline impact, and approval status.
  • CRs shall be tracked separately from Software Services Agreement deliverables.
  • CR documentation shall serve as the authoritative record of scope and approval unless superseded by a separate executed agreement.

8. Review and Updates

This Protocol may be updated periodically to reflect changes in ln8Sync operations or legal requirements. Updates shall be communicated in writing and incorporated by reference into the Agreement (inclusive of the Software Services Agreement and all Exhibits). Updates to this Protocol shall not apply retroactively to CRs already approved or in progress unless mutually agreed in writing.