1. Service Description
This service description includes cloning or refreshing customer’s test environment with the production environment. The scope of the request covers replication of production environment including all data and configurations. To complete the request, we will need a downtime for the production environment and the process will be executed in non-business hours as per the date confirmed by the customer.
For Basware to commence work on your order, you will need to provide all required information along with a valid PO or pre-authorized signature.
1.2 Pre-requisites
Your order will be eligible for processing via the Service Catalog provided the request meets all the conditions specified in the checklist below. If the request does not meet all conditions, the order may be returned to you or it will be handled according to the standard Change Request process with a specified work estimate.
Checklist for Tenant Refresh |
|
1 |
Cut-over date for cloning |
2 |
Duration for invoice images to be migrated |
2 Customer Requirements
We’re committed to completing your order as soon as possible and to do this, we need you to observe all the stated requirements, including data and resources, at the stated or agreed timelines. If any requirement is incomplete, ambiguous or delayed, throughout any stage of the order, it will likely impact the delivery schedule and in some cases, result in additional costs.
If you’re not ready with all needed information and resources, we recommend you hold off placing your order until you’re ready.
2.1 When placing the order
When placing the order, we need you as our customer to observe the following requirements and provide all necessary information, documents and/or test data.
Requirements |
|
1 |
A purchase order to confirm that order is authorized to proceed, unless an alternative has been otherwise agreed |
2 |
Cut over date for cloning |
3 |
Duration for invoices to be migrated (if required) |
2.2 When your order is accepted
Once your order has been accepted, you’ll be informed of when the cloning is completed on your test environment as per agreed cut-over date. To facilitate this, we ask you to have the following resources assigned and available to:
|
Key Task/Responsibility |
When |
1 |
Join planning and order confirmation meeting |
Order acceptance |
2 |
Coordinate responses to Basware queries as they arise (SPOC) |
Build and testing |
3 |
Deploy necessary changes to customer-controlled interfaces |
Build and testing |
4 |
Review and correct any file format issues detected during format analysis |
Build and testing |
2.3 When your order is ready for acceptance testing
Once we’ve completed cloning, we’ll confirm to you that it is ready for testing. You’ll need to mobilize your team to validate that the solution and services are acting as expected. As part of this, you’ll need to ensure the following resources are assigned and available to:
|
Key Task/Responsibility |
When |
1 |
Review and correct any issues |
User acceptance testing |
2 |
Perform end-to-end user acceptance testing for all solutions and services |
User acceptance testing |
3 |
Report items or concerns with collected evidence |
User acceptance testing |
2.4 When your order is complete
Once you’ve completed your acceptance testing, you’ll need to ensure the following resources are assigned and available to:
|
Key Task/Responsibility |
When |
1 |
Formally sign-off user acceptance testing and confirm cloning |
Move to production |
2 |
Validate successful cloning to test |
Move to production |
3. Delivery Process
3.1 Target Timelines
As a guideline, we’ve illustrated the target timeline to complete your request. The actual timeline is dependent on several factors, including having all activities and deliverables performed on-time and requests from Basware being acted upon without delay. We’ll let you know as early as possible when we might not meet our targeted timelines.
Deliverable |
Owner |
ETA |
Accept Change |
Basware |
2 working days |
Clone Environment |
Basware |
2 weeks |
UAT |
Customer |
3 working days |
CR completion sign-off |
Customer |
1 working day |
The actual timeline is dependent on several factors, including having all activities and deliverables performed on-time and requests from Basware being acted upon without delay. Of course, we’ll let you know as early as possible when we suspect the slightest slippage in our targeted timelines.
3.2 Implement Change
Basware will be completing following activities:
Basware deliverables:
3.3 Testing
Basware activities to be completed:
Customer activities:
3.4 User Acceptance Testing [UAT]
Basware deliverables:
Customer deliverables:
3.6 Sign-off
Customer deliverables:
4. Invoicing
Basware will invoice you (the Customer) as per the terms and conditions of the order. Additional charges may apply due to order changes, incomplete or invalid data, delays or prolonged activities. You’ll be advised in advance when additional charges apply.
5. Assumptions
6. Out of Scope
Any activity that has not been specified throughout this service description is considered out of scope.