Service Catalogs - Test Tenant Refresh


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.