Project Implementaion Planning

Service Overview
This required implementation planning service is sold with complex product installations and is delivered by the designated Ciara Enterprise Deployment Team Program Manager. The goals of this service are to establish customer expectations regarding the overall Ciara installation process upfront and ensure site readiness. Implementation Planning (accomplished via teleconference) introduces the customer to the technical and environmental requirements to install the complex product solution and reviews the series of implementation events that will occur. Readiness Review is accomplished during the initial phase of the on-site installation and validates the customer's overall readiness for the installation.

This service includes planning and implementation support for "typical" complex product installations. Typical is defined as solutions that are installed at a single physical site location. Very large installations or installations to be performed at multiple physical locations require additional coordination and will be billed at a higher rate.

Summary of Customer Responsibilities/Notes

• It is the customer's responsibility to participate in the overall planning process, to be present during the on-site review, and have all required configuration detail available prior to the actual installation. The customer is also responsible for ensuring site readiness including environmental, electric power type/availability, etc. in accordance with the requirements provided in Ciara's Site Checklist.
• This service does not include the actual installation of hardware or software; those services are sold separately.
• Both the telephone and on-site portions of this service will be provided during normal business hours (8:00am to 6:00pm, customer local time, Monday through Friday, excluding holidays).
• This document provides only a high level overview of the service steps and customer responsibilities. Execution details will vary based on the exact solution to be installed and the customer's unique circumstances.
  

Key Service Steps
The Program Manager will provide the Installation Statements of Work (SOWs), Site Checklist and Pre-Site Configuration Survey to the customer for review/completion during the sales cycle prior to the equipment being shipped.

The Implementation Planning session is conducted by the PM via teleconference(s) with the customer. General topics covered include:

1. Review the sequence of events that will take place to implement the Ciara solution.
2. Review the Installation Statements of Work to ensure understanding of scope of work.
3. Review the Site Checklist (environmental and technical readiness requirements).
4. Review Pre-Site Configuration Survey technical information requirements and obtain the technical configuration information from the customer.
5. Confirm Readiness Review and installation dates and highlight stringent dependencies on complete customer site readiness and product ship dates to meet the planned installation schedule.

The Readiness Review is delivered on-site by the System Engineer who will be performing the installation and generally consists of the following steps:

1. Review and validate the required Pre-site Configuration Survey technical information.
2. Review customer's installation site for readiness, including space, required power outlets, network line drops, and other requirements identified in the Site Checklist.
3. Inventory the hardware and software to be installed using the Pre-Site Configuration Survey or customer's copy of the sales order, if available.
4. Document any outstanding issues, provide to customer, and escalate
   within Ciara as required.