Quick-start Service for Workforce Analytics and Planning

Terms and Conditions

By clicking "Accept" or “Agree,” you agree to all of the terms and conditions stated in this Agreement. If you do not agree to these terms, do not click "Accept" or “Agree.” By clicking “Accept” or “Agree” you hereby represent and warrant that you have been given the power of attorney by your employer (“Customer”) to carry out this transaction and conclude the respective contracts with SAP on behalf of your employer. If you do not have the appropriate power of attorney, we kindly ask you to not continue with this transaction.

Once completed, this agreement (defined below) is a legally binding agreement for SAP Services between Customer and the SAP affiliate or subsidiary company in the country in which Customer is located and from whom Customer is ordering the Services displayed in the Purchase Review and Order Confirmation (both defined below) (“SAP”).

Please note, that the transaction will only be completed, and the contract formed, when SAP accepts Company’s offer by either SAP sending an order confirmation e-mail to Customer, or the Services have been made available to Customer by SAP. Until then, if any issue arises regarding the processing of the order, SAP reserves the right to cancel the transaction and Customer will be notified accordingly.

This order document (Order Form) is governed by and incorporates the following documents in effect as of the effective date. All documents are listed in order of precedence, and collectively referred to as the “Agreement”:

Customer has had the opportunity to review the Agreement, including without limitation the Scope Document, the GTC, the DPA and terms and conditions mentioned above, prior to accepting this Agreement. For purposes of this Agreement, the following provisions of the GTC shall not apply: Change Request Procedures (generally section 4) and Satisfaction with Personnel (generally section 5).

SAP recommends Customer prints copies of this Order Form, the applicable DPA and GTC for Customer’s own records.

1 SERVICES FEES AND PAYMENTS

The applicable Service fees (“Service Fees”) for the Services are identified in the purchase review displayed on the SAP Store (“Purchase Review”) as well as in the corresponding order confirmation email Customer receives from SAP (“Order Confirmation”). The Service Fees are payable by Customer as follows.

(a) If Customer is registered as an authorized buyer of SAP products, Customer may choose to pay the Service Fees via invoice. SAP will invoice Customer and payment is due 14 days after the invoice date. (b) If Customer is not registered as an authorized buyer, Customer must use a valid credit card to complete this order. Service Fees will be billed to Customer’s credit card upon Order Confirmation.

2 SERVICE LOCATION AND TAXES

Customer acknowledges that the “Ship-to” address entered by Customer in the SAP Store site is the primary location of receipt of the Service(s) (“Service Location”) and should be in the same country in which Customer is located and has its billing address. It is the obligation of the Customer to consider if withholding tax is applicable. In case of any applicable local taxes, these are to be borne by Customer. Applicable taxes have to be declared and paid to the respective tax authority by Customer. Customer’s failure to provide SAP with its VAT and/or GST number may have sales tax implications. Services Fees do not include Taxes.

3 SCHEDULING OF THE SERVICE DELIVERY

Unless otherwise stated in Exhibit 1, SAP shall contact Customer within 5 business days after Order Confirmation to schedule the start of the Service.

EXHIBIT 1: SCOPE DOCUMENT

Contents

1.    Scope of Services

1.1    Scope

1.2    Integration Scope

1.3    Workflows, Reports, Interfaces, Conversions, Enhancements / Extensions and Forms

1.4    Data Migration Scope

1.5    SAP Cloud Service releases

2.    Approach and RACI

3.    Estimated Schedule

4.    Organization

4.1    SAP Team

4.2    Customer Team

4.3    Governance

5.    SAP Deliverables

5.1    Acceptance Process

6.    General Customer Responsibilities

7.    Assumptions

8.    Exclusions

9.    Definitions

1. Scope of Services

SAP will provide the quick-start service for workforce analytics and planning (“Service”) as defined herein to assist Customer with the implementation of the Customer’s SAP SuccessFactors Workforce Analytics (WFA) or SAP SuccessFactors Workforce Planning (WFP) software.

1. Scope

The scope of this Service will be limited to the implementation of the Core Workforce and Mobility Metrics Pack over a single SAP SuccessFactors Employee Central datasource. The following foundation scope items are all mandatory and included:

Scope will be confirmed during the remote scope validation workshop.

1. Scope Pre-requisites

Customer will have the following products before the start of the Service:

1. Scope Details

The following applies to the functional scope.

1. Integration Scope

No integration points are in scope for this Service.

1. Workflows, Reports, Interfaces, Conversions, Enhancements / Extensions and Forms

No Workflows, Reports, Interfaces, Conversions, Enhancements / Extensions, or Forms will be created or delivered within the Service. Standard SAP code will be neither modified nor extended.

1. Data Migration Scope

No data migration is in scope for this Service.

1. SAP Cloud Service releases

The Service will be performed on a two (2) system landscape: Development, and Production Environment.

Customer must go live at the release version of SAP SuccessFactors which is generally-available as of the actual go-live of the Service. It is common that at least one quarterly update will be released for general availability during the duration of the Service.

2. Approach and RACI

SAP will follow the applicable parts of the SAP Activate methodology which has the following phases.

3. Prepare: The  Service is formally initiated and the schedule, project plans and resources are agreed. The SAP development system is requested and created.
4. Explore:  Workshops are conducted to perform a Fit-to-Standard analysis so as to validate the solution functionality included in the Service scope and confirm the business requirements can be satisfied
5. Realize:  The Customer-specific business scenarios and process requirements are built incrementally through a series of leading practice configuration and test sprints. The test approach and any knowledge transfer are executed, and the Customer User Acceptance Testing is completed. The cutover is planned, and the production is requested.
6. Deploy: Final checks are made before the cutover to production. End users are trained, and ongoing support is put in place by the Customer. The hyper-care period concludes, and the Service is closed. A subsequent run phase in which the operability of the solution can be fine-tuned and options for improvement can be considered is not in scope with this Service.

SAP and Customer agree the following responsibility matrix of activities per phase.

• Responsible (R): Charged with performing the activities. A mutually agreed project plan may define further details at the work unit level.
• Accountable (A): The Customer has overall accountability for its implementation and all the activities identified below. Hence, Accountable (A) does not appear for the activities below.
• Consulted (C): Provides input on how to perform the activity and supports the execution of the activity.
• Informed (I): Provided with information.

7. Estimated Schedule

Within (5) five business days after Order Confirmation the Customer will be contacted by SAP to schedule the start of the Service.

The current estimated schedule provides provisional durations per phase as follows:

8. Organization
   1. SAP Team

The key SAP roles are as follows:

1. Customer Team

The Customer team will include the following roles. Customer team is assumed to be available to complete Customer activities.

1. Governance

Customer and SAP will establish a Project Governance model during the Prepare phase to help execute the Service and provide a framework for maintaining project management standards and communication among project participants given their roles and responsibilities.

Components of the Project Governance model may include but may not be limited to the following:

• Regular meeting cadence for project management, functional, technical teams and/or other project parties of SAP and Customer
• Identification of both SAP and Customer resources that would serve as part of the core project team to handle day-to-day responsibilities

9. SAP Deliverables

The following table lists the SAP Deliverables.

1. Acceptance Process

SAP Deliverables shall be deemed accepted when provided to the Customer.

10. General Customer Responsibilities

Customer has in particular the following general responsibilities.:

• Ensure that Customer team members are knowledgeable about the solution being implemented and define their training approach and schedule. Ensure that key users are available for all workshops and activities as needed.
• Minimize the change in personnel throughout the duration of the Service.
• Manage the Customer’s third-party service providers.
• Supply SAP with the names and contact information of key Customer and third-party resources.
• Organizational change management activities, training and knowledge transition activities which include, but are not limited to the following: communication plan, organizational transition plan, business readiness for go live, design and roll-out of end-user training, coordination with remote sites, and project communication to the company.
• Ensure that a consistent, stable, and fast SAP remote support connection/service connection is available between SAP and the Customer at the required times.
• Provide SAP with the necessary authorizations for remote access to Customer’s systems.
• Provide technical advice regarding any third-party systems to which the team will have access.
• Ensure Customer compliance with any relevant governmental and regulatory requirements.

Performance by Customer of its collaborative duties in this contract is a primary contractual duty and is a necessary precondition for the proper performance of SAP’s duties. Customer acknowledges and agrees that failure on the part of Customer to meet or fulfil any of the specified Customer responsibilities or requirements in this Agreement might result in a delay in a delay of the provision of the service and/or in the estimated schedule.

11. Assumptions

The following assumptions apply:

• If the quick-start service has not started within two (2) months of the estimated start date as mutually agreed, SAP has the right to terminate the quick-start service without liability.
• SAP may require up to two (2) weeks to assemble a team. SAP reserves the right not to start the Service until SAP has assembled a team.
• No more than one (1) business day of workshops will be undertaken during the Explore phase.
• SAP will provide up to four (4) hours of knowledge transfer to project team members.
• No more than five (5) Customer project team members will attend the knowledge transfer workshop.
• SAP will support the Customer with User Acceptance Testing by assisting with test defect resolution. UAT support is limited to up to five (5) continuous business days which will not exceed one (1) SAP person days.
• No more than ten (10) Customer persons will execute User Acceptance Testing.
• SAP will assist Customer with the move to the Production environment for up to two (2) SAP person days.
• SAP will provide up to five (5) continuous business days of go-live support to a maximum of two (2) SAP person days, remotely.  Go live support will begin when the technical cutover has been executed by Customer. Cutover to Production is expected to be executed by Customer within two (2) weeks after knowledge transfer has been completed. Production validation by Customer is considered part of the period of go live support.
• Prior to Project closure, Customer will not change any configuration settings since this may interfere with the Project implementation.
• The project language is English and all documentation will be prepared in English. Project meetings will be held in English and minutes will be prepared in English.
• SAP may use certain software and tools (all referred to as Tools herein) for its work, for which the rights are not already regulated through a software license agreement. All title to and rights in Tools, including without limitation copyright and rights of authorship, remain with SAP or SAP SE. These Tools may be copied to Customer’s system and Customer is granted non-exclusive rights to use Tools for the term of and solely for the purposes related to the Service. No other use, including the creation of further copies or use on another system, is permitted. Tools and all permitted copies of Tools must be deleted at the end of the Service. If at SAP’s sole discretion Tools are left on the system for documentation purposes, Customer is not permitted to use Tools for any other remaining purpose except documentation. Such Tools are on an as-is basis with no warranty. SAP will not support or enhance the Tools beyond what is provided during the term of the Service.
• All supporting documentation will be developed using personal computers/laptops using Microsoft Office applications (Word, Excel, MS Project, Visio and PowerPoint) or other mutually agreed documentation tools.
• For the avoidance of doubt, Customer will primarily be responsible for correcting non-conforming results, which are related to Customer responsibilities, and SAP will primarily be responsible for correcting Material Defects, which are related to the agreed SAP scope and activities performed by SAP, provided that the other party will support when needed.

12. Exclusions

Any items or services not defined as in scope for this Service are deemed out of scope, including, but not limited to the following exclusions:

• Measures and/or Dimensions requested outside of the Core Workforce and Mobility Metrics Pack document.
• Platform/Operational and/or Custom Reporting on the SuccessFactors modules are separate from the Workforce Analytics application and are not included in this scope.
• Deliverables not explicitly described in this Scope Document.
• An analysis of as-is business processes.
• Programs or content to migrate data from legacy systems.
• Data cleansing or data clean up.
• Coordination of work required from Customer’s third-party vendors.
• Formalized training on the SAP Cloud Service for project team members or training for users. This would be included in a separate Scope Document for Education Services. Knowledge transfer does not replace training.
• Content for end user training.
• The development of new functionality, extensions or co-innovation.
• Verification and validation testing processes that may be required by regulatory, industry or governmental requirements.
• Developments that modify the standard SAP Software source code.
• Implementation of any solution or integration scope not explicitly mentioned in this document.
• Implementation on any additional servers not explicitly mentioned in Section 1.1 of this document
• Customer specific authorizations roles and security concepts. SAP will use the standard authorization content provided with the SAP Cloud Service.
• Custom developments and software developments.
• Any changes required because of pre-existing Customer specific enhancements or developments.
• Any changes required because of quality or values of Customer’s master and transactional data.
• Unit testing in any other environment besides the environment where the initial configuration was completed.
• Testing using more than one application language. Only content in English will be tested.
• Interfaces to third party or to legacy systems not defined.
• Creation or change of print forms.
• Reports that are not in the SAP standard application or modifications to these standard reports.

13. Definitions

14. On Premise: solution hosted on servers owned and managed by the Customer or its nominated
    service providers and located at the Customer’s or the Customer’s service provider’s own facilities.
15. SAP Cloud Service: means a subscription based, hosted, supported and operated distinct
    on-demand solution provided by SAP under an applicable Order Form.
16. SAP Best Practices: SAP’s predefined business processes, configuration content and documentation for SAP Software. SAP Best Practices may be used as the basis for SAP implementation activities.
17. SAP Rapid-Deployment solutions: packaged content that provides a predefined scope, delivery approach and SAP Best Practices business processes and configuration to accelerate the deployment of SAP software.
18. Engineered Service: a service delivered by SAP that has a predefined scope, delivery approach and accelerators.
19. SAP Activate: a standard SAP methodology used for SAP implementation projects.
20. Workflows: a workflow is a sequence of connected steps triggered by an event to automate a process such as a document approval.
21. Reports: technical objects designed to deliver business figures or reports with no change to application data.
22. Interfaces: technical objects to transfer information from one system to another, usually referring to objects that are not part of the SAP licensed Software.
23. Conversions: technical objects used to migrate data to SAP systems during the Service.
24. Enhancements: changes to SAP functionality using development objects specifically provided for Customer changes.
25. Extensions: customer-specific additions to functional capabilities of the SAP Cloud Service. Such extensions do not modify the Cloud Service as licensed under the applicable SAP Cloud Service agreement.
26. Forms: printed or electronic forms containing formatted information from SAP applications.
27. Sandbox Environment: a temporary SAP system environment (sometimes called realm, platform or tenant) used to demonstrate processes and example prototypes. Implementation work undertaken in a Sandbox Environment is typically not moved to other environments.
28. Development Environment / Starter system: an SAP system environment (sometimes called realm, platform or tenant) in which initial configuration and build activities are completed. Implementation work undertaken in a Development Environment would be moved to a Quality Assurance Environment and/or Production Environment.
29. Quality Assurance Environment / Q-system: a SAP system environment (sometimes called realm, platform or tenant) used for configuration and/or testing content from the Development Environment prior to moving it to the Production Environment.
30. Production Environment / P-system: a SAP system environment (sometimes called realm, platform or tenant) used to execute operational business processes.
31. User Acceptance Test: test undertaken by end users to check that the system fundamentally operates according to the agreed scope.

32. SAP Deliverables

The following table lists the SAP Deliverables.

1. Acceptance Process

SAP Deliverables shall be deemed accepted when provided to the Customer.

33. General Customer Responsibilities

Customer has in particular the following general responsibilities.:

• Ensure that Customer team members are knowledgeable about the solution being implemented and define their training approach and schedule. Ensure that key users are available for all workshops and activities as needed.
• Minimize the change in personnel throughout the duration of the Service.
• Manage the Customer’s third-party service providers.
• Supply SAP with the names and contact information of key Customer and third-party resources.
• Organizational change management activities, training and knowledge transition activities which include, but are not limited to the following: communication plan, organizational transition plan, business readiness for go live, design and roll-out of end-user training, coordination with remote sites, and project communication to the company.
• Ensure that a consistent, stable, and fast SAP remote support connection/service connection is available between SAP and the Customer at the required times.
• Provide SAP with the necessary authorizations for remote access to Customer’s systems.
• Provide technical advice regarding any third-party systems to which the team will have access.
• Ensure Customer compliance with any relevant governmental and regulatory requirements.

Performance by Customer of its collaborative duties in this contract is a primary contractual duty and is a necessary precondition for the proper performance of SAP’s duties. Customer acknowledges and agrees that failure on the part of Customer to meet or fulfil any of the specified Customer responsibilities or requirements in this Agreement might result in a delay in a delay of the provision of the service and/or in the estimated schedule.

34. Assumptions

The following assumptions apply:

• If the quick-start service has not started within two (2) months of the estimated start date as mutually agreed, SAP has the right to terminate the quick-start service without liability.
• SAP may require up to two (2) weeks to assemble a team. SAP reserves the right not to start the Service until SAP has assembled a team.
• No more than one (1) business day of workshops will be undertaken during the Explore phase.
• SAP will provide up to four (4) hours of knowledge transfer to project team members.
• No more than five (5) Customer project team members will attend the knowledge transfer workshop.
• SAP will support the Customer with User Acceptance Testing by assisting with test defect resolution. UAT support is limited to up to five (5) continuous business days which will not exceed one (1) SAP person days.
• No more than ten (10) Customer persons will execute User Acceptance Testing.
• SAP will assist Customer with the move to the Production environment for up to two (2) SAP person days.
• SAP will provide up to five (5) continuous business days of go-live support to a maximum of two (2) SAP person days, remotely.  Go live support will begin when the technical cutover has been executed by Customer. Cutover to Production is expected to be executed by Customer within two (2) weeks after knowledge transfer has been completed. Production validation by Customer is considered part of the period of go live support.
• Prior to Project closure, Customer will not change any configuration settings since this may interfere with the Project implementation.
• The project language is English and all documentation will be prepared in English. Project meetings will be held in English and minutes will be prepared in English.
• SAP may use certain software and tools (all referred to as Tools herein) for its work, for which the rights are not already regulated through a software license agreement. All title to and rights in Tools, including without limitation copyright and rights of authorship, remain with SAP or SAP SE. These Tools may be copied to Customer’s system and Customer is granted non-exclusive rights to use Tools for the term of and solely for the purposes related to the Service. No other use, including the creation of further copies or use on another system, is permitted. Tools and all permitted copies of Tools must be deleted at the end of the Service. If at SAP’s sole discretion Tools are left on the system for documentation purposes, Customer is not permitted to use Tools for any other remaining purpose except documentation. Such Tools are on an as-is basis with no warranty. SAP will not support or enhance the Tools beyond what is provided during the term of the Service.
• All supporting documentation will be developed using personal computers/laptops using Microsoft Office applications (Word, Excel, MS Project, Visio and PowerPoint) or other mutually agreed documentation tools.
• For the avoidance of doubt, Customer will primarily be responsible for correcting non-conforming results, which are related to Customer responsibilities, and SAP will primarily be responsible for correcting Material Defects, which are related to the agreed SAP scope and activities performed by SAP, provided that the other party will support when needed.

35. Exclusions

Any items or services not defined as in scope for this Service are deemed out of scope, including, but not limited to the following exclusions:

• Measures and/or Dimensions requested outside of the Core Workforce and Mobility Metrics Pack document.
• Platform/Operational and/or Custom Reporting on the SuccessFactors modules are separate from the Workforce Analytics application and are not included in this scope.
• Deliverables not explicitly described in this Scope Document.
• An analysis of as-is business processes.
• Programs or content to migrate data from legacy systems.
• Data cleansing or data clean up.
• Coordination of work required from Customer’s third-party vendors.
• Formalized training on the SAP Cloud Service for project team members or training for users. This would be included in a separate Scope Document for Education Services. Knowledge transfer does not replace training.
• Content for end user training.
• The development of new functionality, extensions or co-innovation.
• Verification and validation testing processes that may be required by regulatory, industry or governmental requirements.
• Developments that modify the standard SAP Software source code.
• Implementation of any solution or integration scope not explicitly mentioned in this document.
• Implementation on any additional servers not explicitly mentioned in Section 1.1 of this document
• Customer specific authorizations roles and security concepts. SAP will use the standard authorization content provided with the SAP Cloud Service.
• Custom developments and software developments.
• Any changes required because of pre-existing Customer specific enhancements or developments.
• Any changes required because of quality or values of Customer’s master and transactional data.
• Unit testing in any other environment besides the environment where the initial configuration was completed.
• Testing using more than one application language. Only content in English will be tested.
• Interfaces to third party or to legacy systems not defined.
• Creation or change of print forms.
• Reports that are not in the SAP standard application or modifications to these standard reports.

36. Definitions

37. On Premise: solution hosted on servers owned and managed by the Customer or its nominated
    service providers and located at the Customer’s or the Customer’s service provider’s own facilities.
38. SAP Cloud Service: means a subscription based, hosted, supported and operated distinct
    on-demand solution provided by SAP under an applicable Order Form.
39. SAP Best Practices: SAP’s predefined business processes, configuration content and documentation for SAP Software. SAP Best Practices may be used as the basis for SAP implementation activities.
40. SAP Rapid-Deployment solutions: packaged content that provides a predefined scope, delivery approach and SAP Best Practices business processes and configuration to accelerate the deployment of SAP software.
41. Engineered Service: a service delivered by SAP that has a predefined scope, delivery approach and accelerators.
42. SAP Activate: a standard SAP methodology used for SAP implementation projects.
43. Workflows: a workflow is a sequence of connected steps triggered by an event to automate a process such as a document approval.
44. Reports: technical objects designed to deliver business figures or reports with no change to application data.
45. Interfaces: technical objects to transfer information from one system to another, usually referring to objects that are not part of the SAP licensed Software.
46. Conversions: technical objects used to migrate data to SAP systems during the Service.
47. Enhancements: changes to SAP functionality using development objects specifically provided for Customer changes.
48. Extensions: customer-specific additions to functional capabilities of the SAP Cloud Service. Such extensions do not modify the Cloud Service as licensed under the applicable SAP Cloud Service agreement.
49. Forms: printed or electronic forms containing formatted information from SAP applications.
50. Sandbox Environment: a temporary SAP system environment (sometimes called realm, platform or tenant) used to demonstrate processes and example prototypes. Implementation work undertaken in a Sandbox Environment is typically not moved to other environments.
51. Development Environment / Starter system: an SAP system environment (sometimes called realm, platform or tenant) in which initial configuration and build activities are completed. Implementation work undertaken in a Development Environment would be moved to a Quality Assurance Environment and/or Production Environment.
52. Quality Assurance Environment / Q-system: a SAP system environment (sometimes called realm, platform or tenant) used for configuration and/or testing content from the Development Environment prior to moving it to the Production Environment.
53. Production Environment / P-system: a SAP system environment (sometimes called realm, platform or tenant) used to execute operational business processes.
54. User Acceptance Test: test undertaken by end users to check that the system fundamentally operates according to the agreed scope.