1. Purpose

This Engagement Policy outlines the implementation tiers, project phases, training expectations, and communication protocols under which ln8Sync provides software licenses and associated services to Client.

2. Scope

This Policy applies to all software licensing agreements and associated services provided by ln8Sync to Client. It governs implementation activities from contract execution through go-live and post-deployment support transition.

3. Definitions

• Software: ln8Sync-developed applications, bundles, and related documentation, including updates and enhancements.
• Standard Out-of-the-Box Features: The baseline functionality included with the software license, as defined in the Software Services Agreement and finalized during the Project Planning Meeting (“PPM”).
• Customizations: Any configuration, enhancement, or feature not included in the standard out-of-the-box functionality or the finalized Implementation Scope confirmed during the PPM. Customizations require written approval and may be subject to the Change Request Protocol.
• Services: Implementation, support, maintenance, training, and other activities described in the Software Services Agreement.
• Change Request: Any request outside the initial Software Services Agreement scope requiring separate approval and billing, and as provided in the Change Request Protocol.

4. Setup Tiers

Client’s selected setup tier shall be defined in the Software Services Agreement and governs the scope of implementation services.

4.1 Managed Setup

Includes access to our knowledge base, plus:

• Dedicated ln8Sync Customer Success Manager (CSM) and Technical Project Manager
• Configuration of all standard out-of-the-box settings as defined in the Software Services Agreement and finalized during the PPM
• Written project plan approved by Client prior to implementation

4.2 Advanced Setup

Includes all Managed Setup elements, plus:

• Advanced configurations and scoped customizations
• NetSuite workflow automation, item configuration, and data training
• Customizations scoped and estimated by ln8Sync Solutions Consultant in accordance with the finalized Implementation Scope and the Change Request Protocol
• Written approval of scope and estimate required in the Software Services Agreement

5. Implementation Phases

5.1 Introductory Call

• Participants: ln8Sync Sales Rep, CSM, Client’s Project Manager, NetSuite Admin, Billing Contact
• Purpose: Establish expectations and identify planning resources
• Third-party consultants excluded from this phase unless otherwise agreed to in writing

5.2 Internal Project Planning

• Conducted by ln8Sync staff
• Validates configurations, mappings, and dependencies

5.3 Project Planning Meeting

The Project Planning Meeting (“PPM”) serves as the final scope-confirmation checkpoint. Any requirement identified during or after the PPM that exceeds the finalized Implementation Scope or Set-Up Fees shall be handled as a Change Request pursuant to Exhibit D.

• Participants: ln8Sync team, Client, and relevant stakeholders
• Outcome: Final scope approval, action items, and timeline confirmation

5.4 Setup

• ln8Sync configures approved settings
• Review checkpoints scheduled as needed

5.5 Quality Assurance (QA)

• Internal validation by ln8Sync Solutions Consulting team
• Ensures compliance with documented requirements prior to scheduling UAT

5.6 User Acceptance Testing (UAT)

• Joint testing by Client, ln8Sync, and third parties
• Written sign-off required to proceed to go-live

5.7 Go-Live

• Initiated upon UAT sign-off and final payment
• Go-Live and transition to Support occur upon UAT sign-off and completion of all required payments. Any additional requests identified after UAT sign-off shall be handled as Change Requests and shall not delay the commencement of Support Service unless mutually agreed in writing.

6. Training

• Provided for Managed and Advanced Setup tiers
• Scheduled at mutually agreed times
• Content and duration determined by project scope
• Delivered using a train-the-trainer model, with sessions recorded and made available to Client
• Training includes operational and administrative topics necessary to support the configured solution

7. Communication Protocols

• Clients on managed and/or advanced set-up shall be assigned a dedicated CSM as primary point of contact through implementation.
• Client shall be assigned a Technical Project Manager available for technical support
• All project correspondence shall be coordinated through the CSM.

8. Review and Updates

This Policy 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 Software Services Agreement.