Service Delivery Terms
Last Update: March 03, 2022
These Service Delivery Terms (the “Service Delivery Terms”) are entered into and subject to the ScalePoynt Order Form (the “Order Form”) entered into by ScalePoynt Solutions Inc. (“Supplier”, “us”, “we”, “ours” and words of like import) and our client identified in the Order Form (“Client”, “you” and “yours” and words of like import). Capitalized terms used and not defined in these Service Delivery terms have the meanings given to them in the Order Form or the contract terms listed in the Order Form.
- Supplier Team. Supplier team typically includes a combination of expertise specialists and an account manager, or as otherwise specified in the associated Order Form. Supplier team shall work with the Client Team for delivery of Services.
- Client Team. Client team shall include an Executive, Technical Owner, Skilled Resources (applicable to the specific area of delivery), and can include other appropriate staff. Client Team shall work directly with Supplier Team for delivery of Services.
Sprint Planning. Supplier may deliver services using a Sprint model, as described below, unless otherwise indicated by Supplier.
- Monthly Sprints. Monthly Sprints shall be setup and run by Supplier. This typically involves the start of each month shall begin with a Sprint Planning meeting run by the Supplier dedicated to ScalePoynt Services, outside of the regular sprints that Client may be using for their engineering teams. Supplier may run a mid-month Sprint Check-in meeting to confirm updates and progress, and validate any new updates from Client. Client is required to have Key Personnel, Client Team, and other resources necessary to plan Sprints in these regular scheduled meetings.
- Foundation Setup Task Selection. During the foundation setup of an engagement together, Supplier typically drives all the Sprint Planning themselves, as we are following our standard, best practices approaches and templates. Supplier shall engage with Client for an understanding of the key architectural and platform requirements, and Client will be responsible for testing these in a timely manner.
- Ongoing Management Task Selection. Once the foundation has been built out and we are in an ongoing and maintenance phase, Supplier shall drive the Sprint Planning meeting for task selection for each Sprint. Client can provide direction or recommendations on incremental changes related to the Services and advise on priority (eg. new ECS microservice being added, for AWS infrastructure). Supplier will also include tasks related to regular tasks related to regular delivery of the Services. For example, in AWS cloud infrastructure delivery, these tasks could include infrastructure, security, updates, maintenance, CI/CD devops, and monitoring. Supplier shall determine how much work effort can be fit into a Sprint, based on the Supplier Team sizing and allocation.
- Engagement Updates. Supplier shall provide monthly updates to Client on the work delivery or in planning related to the Sprints.
Shared Responsibility Model. Client and Supplier to accountability for delivery of the Services in a shared responsibility model, as described below:
- AWS. For Services involving AWS, Client and Supplier agree that delivery of these Services are based on a shared responsibility model, where Supplier is responsible for the baseline infrastructure setup and maintenance, and linking together the CI/CD DevOps pipeline. Client is responsible for their platform, data flows, and support & troubleshooting of their platform and cloud, as well as the individual build, test, migration, and similar scripts in the CI/CD DevOps process. Supplier shall deliver the Services described below, in conjunction with Client owning and delivering their responsibilities described as well.
- Security. For Services involving Security, Client and Supplier agree that delivery of these Services are based on a shared responsibility model. Supplier shall design and deliver the work items described in Appendix. Client will be responsible for procuring, cost, and the maintenance of certain systems, policies and procedures to keep the security program in compliance. Failure to do so may render the security compliance inadequate, and Supplier may choose not to participate in any outward or customer-facing representation or questionnaires related to Client security (if doing so was typically part of the scope of work).
- Production Changes. Production changes and migration of the Client platform to and from a production environment is the responsibility of the Client. Supplier will act in a supporting role to help plan and execute these changes but has no responsibility for them.