cara
hso
ft10 May 2021
CARAHSOFT’S STATEMENT OF WORK FOR:
City of FontanaSalesforce
Implementation Service Proposal
Carahsoft Quote # 28071544
SOLUTION PROVIDED BY
CARAHSOFT TECHNOLOGY CORP.
11493 SUNSET HILLS ROAD, SUITE 100
RESTON, VA 20190
888.66.CARAH | WWW.CARAHSOFT.COM
Salesforce Implementation Service Proposal Prepared for City of Fontana
Prepared by Michael Melloh
Submitted On April 09, 2021
12175 Visionary Way
Fishers, IN 46038
Suite 1020
Direct: 317-413-0513
Project Overview
SALES CLOUD
• Security Controls
• Data Model Design
• Lead Management
• Account and Contact
Management
• Opportunity Management
• Reports and Dashboards
MARKETING CLOUD
• Account Activation
• Verify Provisioning
• User and Roles
• Security Settings
EMAIL STUDIO
• Subscriber Data Model
• Sender Authentication
Package
• Reply Mail Management
• IP Warm-up Plan
• Web Analytics Connector
• Test Email Send to Validate
Account Settings
SOCIAL STUDIO
• Listen, Publish, and Engage
with Social Channels
• Account Activation
AUTOMATION
• Journeys across entire
customer life-cycle via
multiple channels
• Specific Journeys to
implement will be
determined during the
discovery phase
KNOWLEDGE TRANSFER & SUPPORT
• Technical Requirements
Document and Configuration
Workbooks
• Customized List of
Salesforce Training
• Working / Training Sessions
IMPLEMENT
---
OPERATE
---
EVOLVE
---
10 to 13 Weeks
Discovery and Project
Planning
Sales Cloud Account Setup
Data Migration - GovDelivery
Marketing Cloud Account
Setup & Business Unit
Configuration
Marketing Cloud Journey
Builder Basic Activation - Two
Journeys
Social Studio Activation
Custom Subscription Center
Marketing Cloud Connector
Integration
Web to Lead Form
User Training & Enablement
(Remote)
User Acceptance Testing
Project Management
240.00 Hours
Ongoing
Offprem Managed Services
+
City of Fontana
TBD
$44,680.00 $186.17 PER HOUR TBD
Scope
Discovery and Project Planning
Upon project kickoff, the Customer will be introduced to their dedicated team of Offprem project resources.
This team will work with the Customer’s identified primary contact to conduct a project onboarding process
that will include a review of the Customer’s business processes, priorities, use case(s), key performance
indicators, concerns/challenges, project timeline and important pre-requisites/project requirements. This
process will allow the Offprem project team to affirm the prescribed service scope or recommend additions
or changes as needed to the Customer to ensure project success. The conclusion of the Discovery period
results in the creation of a completed Technical Requirements document that will guide all activity
throughout the lifecycle of the project.
Requirements: (1) Defined project goals, preferred Go-Live date, ability to schedule effectively for duration
of project lifecycle
Estimated Hours: 16.0
Sales Cloud Account Setup
Offprem will complete account configuration and testing activities for a single Sales Cloud Org, including: (1)
Verification that the account is provisioned properly (2) Security controls including Profiles (permissions –
who can do what) and Role Hierarchy (controls how your organization reports on and accesses data (3) Data
model design
Configuration of the Lead, Account, Contact, Opportunity and up to one custom object and supporting user
process: (1) Up to thirty (30) custom fields per object (2) Up to two (2) Record Types per object (3) Page
Layouts (Sections needed / moved / labels changed) (4) Up to two (2) custom list views per object
Working / Training Sessions (1) Account Walkthrough (2) Data Migration (3) Reports and Dashboards (4)
Sales Cloud Administration
Exclusions & Assumptions: (1) Process Automation (approvals, workflows) (2) Integrations (3) Advanced
Features such as Products, Price books, Quote Configurations, Flows, Process Builder (4) Custom Code (Apex
Triggers, Apex Code, Custom Components) (5) End User Inbox Training (5) Lightning Sync, Einstein Activity
Capture & Sales Cloud Einstein (6) Web-to-Lead (7) Duplicate rule configuration (8) Building reports and
dashboards (9) Complex record and field visibility rules (10) Third-party application installations (11)
Territory Management (12) High Velocity Sales (13) Account Teams
Working sessions must be completed within 3 weeks of completion of build phase
Estimated Hours: 35.0
Data Migration - GovDelivery
Offprem to advise on data migration plan, conduct a working session on the Salesforce Data Loader tool,
and provide advisory services on the import of data needed to complete data migration. Client is
responsible for data cleansing and data import.
Estimated Hours: 8.0
Marketing Cloud Account Setup & Business Unit Configuration
Offprem will complete all account configuration and testing activities for a three business units, One (1)
Parent & Two (2) Child, including: (1) Verification that the account is provisioned properly (2) Configuration
of the business unit settings: (a) Name (b) Physical mailing address (c) Time zone (d) Date format (e) Default
sender email display (email display name) (f) Default sender email address (email reply address) (g) Default
send classification (h) Configuration of one standard header and footer (includes View As Webpage and
CAN-SPAM footer) (if applicable) (3) Configuration of one Sender Authentication Package (SAP), including: (a)
Private domain (b) One IP address (c) Authentication – Marketing Cloud will authenticate Customer's email
sends with sender policy framework, sender ID, and domain keys/DKIM authentication (4) Configuration of
user accounts and roles/permissions (5) Configuration of standard Reply Mail Management, a mechanism to
control the messages Customer receives back from its subscribers (6) Configuration of Web Analytics
Connector (7) Data Model design and configuration (a) Offprem will provide advisory services on the import
of data. Customer is responsible for the actual data import. (b) Customer is responsible for data
transformation, cleansing, aggregation, or de-duplication (8) WebCollect Form to collect email addresses
from Website (9) Perform one test send walk through Customer of one static email for enablement
purposes.
Exclusions & Assumptions: (1) Setup and configuration of a Custom Profile and Subscription Center page (2)
Customer is responsible for creating/building all email that will be utilized during the IP Warming Process
and the automation deployments (3) This engagement does not include any Email Deliverability services. If
required, additional scoping will be necessary
Deliverables: (1) Configuration of three (3) Marketing Cloud Business Units, one (1) Parent and two (2) Child
(2) Assistance with delivery of first send (client is responsible for email creative, segmentation, and
deploying the emails) and standard status reporting for a single campaign (3) Configuration of a Sender
Authentication Package (4) Configuration of Reply Mail Management (RMM) (setup of an automatic reply
message, configures of rules which accommodate filtering out of office replies, unsubscribe requests and
configures remaining legitimate replies to be delivered to a monitored email address) (5) Setup of assets for
account branding including logos, colors (6) Setup of Sender Profiles for promotional and transactional
sends
Estimated Hours: 36.0
Marketing Cloud Journey Builder Basic Activation - Two Journeys
Offprem will assist the Customer in the configuration of Marketing Cloud Journey Builder components. The
Basic Activation will involve Offprem constructing two (2) Journeys utilizing a Customer provided Journey
workflow. Training consists of a high-level overview on the platform and Journey design exercise. The user
will know how to navigate through Journey Builder, Test Journeys, use exit criteria, specify Entry event
criteria, and create on-going multistage Journeys.
Requirements: (1) Defined automation workflow/Journey (Journey Builder) that has been approved by
Customer
Exclusions & Assumptions: (1) Does not include strategy sessions, workflow development or data modeling
(2) Journey can include up to 10 steps and only use email activity (3) Data must already exist in the
Marketing Cloud account or must be otherwise specified as "in scope" in another section of the SOW
Deliverables: Two (2) Journeys with up to 10 steps
Estimated Hours: 32.0
Social Studio Activation
Salesforce Social Studio harnesses social conversations that enable businesses to listen, analyze, publish,
and engage with constituents on a personal level, which helps improve overall interaction, as well as better
returns for the organization as well. Social Studio ties reporting to your social accounts with feedback across
your organization. This helps you collect market intelligence by listening in real discussions and mentions of
your brand across networks. Drilling down each comment and post gives you insights for your marketing
campaigns. Configuration includes:
Social Studio Discovery – Upon project kickoff, the Social SME will work with the identified primary contact to
understand the current business process and their prioritized needs and requirements for this project.
Social Studio Configuration –The SME will complete all set up of the Social Studio account, including
establish admin settings, establish a workspace (1), facilitate integration of social media accounts (based on
the Edition purchased, add and assign user roles, establish one topic profile (based on the mentions alloted
for the Customer’s account, create/apply engagement and publishing macros (1 of each).
3. Social Studio Training – The SME will conduct an instructor led training that can include topics such as:
utilizing the View Content Performance feature and Reports function (i.e., Viewing the Workspace and Cross
Workspace Performance Reports), managing post approvals using My Task (not available in Basic Edition),
Filtering your content calendar view, How to share content/assets between Workspaces, Editing a scheduled
message and exploring the audit trail function, Adding notes to your content calendar, How to add tabs/
columns, and filter column data in Engage, Applying a work flow to a post and How to review the notes
section of the post inspector.
Estimated Hours: 15.0
Custom Subscription Center
Offprem will complete coding, configuration and testing activities for a single custom preference /
subscription center, including: (1) Cloud Page in Marketing Cloud to expose subscriber data (2) Enable
subscribers to manage subscription preferences
Data can be stored in: (1) Up to two data extensions in Marketing Cloud (2) Sales, Service or Financial
Services Cloud (3) Marketing Cloud Publication Lists
Exclusions & Assumptions: (1) The preference / subscription center enables existing subscribers to manage
preferences (The page is not designed to collect new subscribers) (2) Sales, Service or Financial Services
Cloud objects and field configuration should be configured by customer and is out of scope (3) Customer
will provide HTML / CSS for the Cloud Page (Offprem will not develop custom HTML/CSS or other code)
Estimated Hours: 50.0
Marketing Cloud Connector Integration
Offprem will install and configure the Marketing Cloud Salesforce Connector in the Customer’s
environment. The integration will include the following (1) Data Stream configuration (2) Map Marketing
Cloud attributes to Sales, Service, Health or Financial Services Cloud fields from Contact, Lead, Account, and/
or Person objects (3) Activate and configure permissions for Sales, Service, Health or Financial Services
Cloud integration users (4) Map users from the Marketing Cloud in Sales, Service, Health or Financial
Services Cloud (5) Validate email tracking data is recorded in Sales, Service, Health or Financial Services
Cloud.
Requirements: (1) Salesforce Sales or Service Cloud: Enterprise, Unlimited or Performance Edition
Exclusions & Assumptions: (1) Setup of Sales, Service, Health or Financial Services Cloud workflows and
reports (2) Data source integration with any system other than Salesforce CRM (3) Installation or
configuration of other AppExchange packages (4) Setup and configuration of custom profile and
subscription center page (5) Configuration of a separate test (sandbox) environment within the Marketing
Cloud (6) Consultation on or development of API code (7) Integration between more than one Salesforce
CRM instance and one Marketing Cloud account (8) Attribute mapping beyond Contact, Lead, Account, and/
or Person objects
Deliverables: (1) Salesforce CRM/Marketing Cloud integrated sending tested and validated (2) Tested and
validated email send from a Single lead/contact send initiated via Salesforce CRM
Estimated Hours: 9.0
Web to Lead Form
Offprem will configure one (1) Web to Lead form that the client can embed on their website. Tasks include:
(1) The form is limited to ten (10) fields (2) Offprem will link the form to populate a new lead record within
Sales Cloud
Exclusions include: (1) HTML Code Customization (2) Creative Design
Estimated Hours: 5.0
User Training & Enablement (Remote)
Offprem will provide basic, advanced and custom scenario-based training. Training will occur through on-
line instructor led sessions and includes tasks that enable Customer to utilize A/B Testing, Advance Content
Tools, Content Builder (email layout and creation, creating content blocks, basic personalization, dynamic
content, drag and drop vs. HTML, templates, how to navigate the send flow), Drag-and-Drop Segmentation,
Email Conversion Tracking, Forms, Journey Builder (post activation/implementation), Landing (Cloud) Pages,
Lead Capture, Personalization & Dynamic Content, Standard Reports, Out of the Box Subscription Center,
Transactional Messaging, Triggered Messaging and Web Collect for List Acquisition. As deemed appropriate
by Customer, training can also include data design sessions utilizing Contact Builder covering data
architecture, adding/editing data, creating data relationships and syncing existing data. All training sessions
are records and made available to Customer for ongoing use.
.5 hr of Prep for each 1.5 hr training session
Requirements: (1) Customer use case scenarios (2) Availability of users to attend training
Deliverables: (1) Up to 8 Hrs of interactive training (2) All scheduled training sessions are recorded and made
available to Customer
Training sessions must be completed within 3 weeks of completion of build phase
Estimated Hours: 8.0
User Acceptance Testing
UAT Support
Estimated Hours: 8.0
Project Management
Tasks related to managing the project. This includes both internal and external resources, communications
and systems.
Estimated Hours: 18.0
Implementation Process and Methodology
Waterfall Methodology
Offprem utilizes a Waterfall methodology. Waterfall is a linear project management approach, where
stakeholder and customer requirements are gathered at the beginning of the project, and then a sequential
project plan is created to accommodate those requirements. Offprem's waterfall model is a project
management methodology that has four phases that follow in strict linear order, where a phase can't begin
until the previous phase has been completed. Deviation from this methodology typically results in
additional hours. This may require a change order and additional cost.
Design
The project begins with discovery. Discovery sessions are conducted until all business and technical
requirements for the entire project are documented. The Offprem team will document the requirements in the
Business and Technical Requirements document. Requirements that are not documented during this phase of
the project may be deemed out of scope and may result in a change order. The Business and Technical
Requirements document must be approved by the customer prior to the project moving into the Build
phase.
Build
Upon completion of the Design phase, the Offprem team will perform configuration activities that are in scope.
The customer will also be responsible for completion of its build activities during this phase. At the end of the
build phase, Offprem performs quality assurance on the build work performed by the Offprem team. Offprem
does not conduct quality assurance on work performed by the customer unless otherwise noted in scope.
Working sessions typically begin during the Build phase.
Deploy
User-acceptance Testing (UAT) is completed during the Deploy phase. Offprem guides the UAT process by
documenting UAT tasks in the User Acceptance Testing Checklist document. The client is responsible for
completing the UAT tasks provided by Offprem.
Account walkthrough and all other working sessions are also completed during the Deploy phase.
Complete
Offprem supports the customer during Go Live! Offprem is available for support beyond Go Live via Managed
Services.
Communication and Response Time Expectations
Offprem consultants are typically assigned to other projects in addition to this project. While Offprem strives to
respond to all customer communication within 1 to 2 business days, no formal Service Level Agreement is
agreed to or entered into for this project. A 1 to 2 business day response is often not necessary for project work
and in some cases cannot be accommodated due to the number of hours and budget available in the
Statement of Work. If a specific Service Level Agreement is needed, a Managed Services Statement of Work
should be utilized.
Example Implementation Timeline
The following is typical timeline for implementation.
Assumptions and Exclusions
Assumptions
• User Acceptance Testing will be conducted by customer
Exclusions unless otherwise specified as "in scope" in another section of this SOW
• Where possible, Offprem Technology will utilize the standard configuration features to meet business
requirements. Use of standard Salesforce configuration features will significantly reduce project time as
well as minimize ongoing maintenance cost. Unless specifically noted as development, using Salesforce
Apex, Visualforce, Marketing Cloud AMPScript and HTML development is not within scope
• Integrations with third party applications (e.g., CRM, web analytics)
• Complex email formats for test sends
• Dynamic content via AMPscript or SQL queries
• Consultation on or development of API code
• Creative or design services
• Creation or configuration of email content or templates, including HTML development
• Live campaign/message deployment
• Creation, configuration, or hosting of landing pages, Cloud Pages or Visualforce Pages
• Setup or configuration of custom profile or subscription center pages
• Uploading data and assets
• Data transformation, cleansing, aggregation, or de-duplication of import or exports
• Provisioning and configuration of a separate test (sandbox) environment within the Salesforce
Marketing Cloud Platform
• Development of a process to synchronize assets between QA and production environments
• Any automated or manual activities for IP warm-up execution
• Recommendations on email content or templates to optimize deliverability
• Ongoing deliverability monitoring or remediation services beyond initial IP warm-up
• Development of custom events or activities within Journey Builder
• Data source integration with any system other than systems defined in Scope
• Installation or configuration of other AppExchange packages
• Integration between more than one Sales/Service Cloud instance and one Marketing Cloud account
Customer Responsibilities
• User Acceptance Testing will be conducted by customer.
• For engagements where the Customer will assume management and administration ownership, we
expect a sufficient level of engagement during the project. This will help ensure that the engagement
moves smoothly and Customer will be able to effectively own the solution ongoing.
• We highly recommend a trained, competent administrator to transition ownership of deliverables to if
the customer does not elect to an ongoing support hours with Offprem Technology. Note that over time,
the assumptions under which the project will be developed will inevitably change as the business and
environment change. This may create unaccounted for cases that the owner should be prepared to be
able to handle.
• Customer will provide a dedicated Salesforce license with appropriate administrative permission.
• Customer will be available for questions and promptly resolve all manners of requests (business,
system, IT, meeting requests, etc.). For projects, Customer will review and approve requirements, design
documents, etc. in a timely manner. Customer understands that delays in deliverables and feedback on
their end can result in project timeline completion delays and additional work.
• Customer will provide complete and accurate information, documents, data, etc. when initially
requested in order to minimize the need for reconfiguration, re-import and other forms of rework.
Change Orders
• For project oriented engagements, any requests that occur that do not fall within the above
assumptions and project deliverables will be outlined in a Change Order request
• Note that the estimate above is based on information gathered during the sales / discovery process thus
far coupled with our experience estimating many projects. However, note that no project can be
estimated with absolute certainty without an impracticable exhaustive discovery and completed
documentation of all detailed requirements by the Customer. Thus, while uncommon, the estimate may
change based on, but not limited to:
• requirements change during any portion of the project
• deeper discovery reveals increased complexities and/or requirements
• customer requires more revisions than estimated
• customer provides incorrect or incomplete information or data requiring additional iteration(s) to
complete the task
• products and services used as part of the project have limitations, for example, bugs and feature
limitations in Salesforce
Cost Estimate
Offprem Hourly Rate | $186.17 USD
OFFPREM WORK ITEMS ALLOTTED HOURS
Discovery and Project Planning 16.0
Sales Cloud Account Setup 35.0
Data Migration - GovDelivery 8.0
Marketing Cloud Account Setup & Business Unit
Configuration
36.0
Marketing Cloud Journey Builder Basic Activation - Two
Journeys
32.0
Social Studio Activation 15.0
Custom Subscription Center 50.0
Marketing Cloud Connector Integration 9.0
Web to Lead Form 5.0
User Training & Enablement (Remote) 8.0
User Acceptance Testing 8.0
Project Management 18.0
240.0
Hours Estimate | 240.00
Cost Estimate | $44,680.00
Billing and Payment
• Customer shall pay $186.17 per hour for Offprem services.
• Customer shall pay a minimum of $44,680.00.
• Offprem estimates a total of 240.00 hours for the scope of this work. Should Offprem need more than 240.00
hours, the Client will sign a change order before advancing the project. No invoices shall be processed for
hours outside of this scope of work without the approval and ratification of a formal change order by all parties.
• The client will be invoiced for hours consumed on a monthly basis.
• The Operate phase will begin upon Migrate project completion.
• Invoices are payable NET 30.
Expenses and Travel Policy
• There will be no travel associated with this project. All work will be done remotely.
Specializing in Salesforce implementation, administration and customization,
Offprem empowers its clients by providing a team of certified experts.
A strong implementation partner to help you:
MIGRATE OPTIMIZE ACCELERATE PLATFORMS YOUR SALES
QUICKLY MARKETING PROCESSES
--- --- ---
All Salesforce. All the time. No distractions. Offprem exclusively focuses on Salesforce. Our team worked for Salesforce. We teach
Salesforce University. We live and breathe Salesforce. Some of us even dream in Salesforce code. We're
certified across the full spectrum of the Salesforce Platform.
MARKETING
CLOUD
--- Marketing Cloud
Consultant
Marketing Cloud
Admin
Marketing Cloud
Email Specialist
Marketing Cloud
Social Specialist
Pardot Consultant
Pardot Specialist
SALES CLOUD
--- Sales Cloud
Consultant
Administrator
Advanced
Administrator
SERVICE
CLOUD
--- Service Cloud
Consultant
Administrator
Advanced
Administrator
COMMUNITY CLOUD
--- Community Cloud
Consultant
PLATFORM &
APPS
--- Force.com
Developer
Platform App
Builder
TECHNICAL
SOLUTIONS
MANAGER
--- Oversees the solution design and
architecture and is your first
point of escalation
SOLUTION
ARCHITECT
--- Your main contact and
responsible for solution design
and implementation
ENGINEER
---
Performs the technical
requirements of the
configuration and testing such as
writing SQL queries, AMPscript
and consulting on API calls
Signature
Presented to: City of Fontana
April 09, 2021, 8:43:28 AM
Accepted by:
Printed Name
Signed Name
Title
Date
Signature
Carahsoft Technology Corp
Carahsoft Technology Corp Printed Name and Title:
Date:
