OUR ONBOARDING MISSION AND PROMISE TO CUSTOMERS

We believe that customer success begins with a timely and organized approach to onboarding. We are committed to establishing a strong rapport with our customers and believe that your experience during onboarding and implementation sets the stage for an ongoing partnership with xTuple. As your ERP solutions experts, we pledge to work with you on a scalable and prioritized onboarding plan tailored to support your business process needs.

PROJECT DESCRIPTION

xTuple will work with you to complete the onboarding and implementation of xTuple ERP over an estimated 90-day period. This onboarding project focuses on the configuration, setup, and “go-live” of the available core functionality in the xTuple ERP application. Your onboarding also includes training your end users and supporting them through the two-week Go-Live phase. Depending on the parameters of your onboarding, your project spans approximately 12 weeks and is structured according to 6 phases that allocate time to discussing your business processes, piloting your xTuple system, and training your end users in preparation for your go-live date. Each phase requires scheduled time commitments from your team as well as independent preparation prior to scheduled sessions.

Throughout the project, your xTuple Onboarding Engineer will lead your team through scheduled sessions via live video conference. These sessions are critical to the successful launch of your xTuple ERP system, as they ensure optimal system configuration and adequate preparation for end users who will be using xTuple for their everyday business processes. As such, we ask that your Project Lead and internal onboarding team commit to preparing for and keeping scheduled sessions. These live sessions will be recorded and provided to your team for reference. 

TIMELINE OVERVIEW OF 6 PHASES

See the document titled “Work Breakdown Structure” for detailed information about specific tasks pertaining to each phase.

PARTNERING AND COLLABORATING WITH XTUPLE

To ensure a successful launch of your new xTuple system, we require that your Project Lead and team agree to follow the xTuple Onboarding method, which requires preparing for scheduled sessions, meeting project deadlines, and closely collaborating with an xTuple Onboarding Engineer and the xTuple Onboarding Project Manager.

Our internal onboarding team is here to help your team succeed. Here are some examples of how our team will collaborate with and support you during your onboarding:

• Providing overall project management and accountability
• Working with your Project Lead and managers to map your business processes
• Scheduling and leading required sessions for piloting and training
• Informing your team on how they need to prepare for scheduled meetings
• Checking in with you to ensure progress and answer your questions
• Holding your team and ours accountable for timely deliverables

FOLLOWING THE XTUPLE 90-DAY ONBOARDING PLAN

The xTuple 90-day Onboarding provides a highly organized, timeboxed, and professional approach to implementing your core ERP application. This approach positions our onboarders as solutions experts who understand how xTuple ERP solves the needs of your growing manufacturing organization and who can skillfully assist you in configuring xTuple ERP to support your business needs and processes.

The structure of this 90-day program is based on our own deep dive into what sets customers up for success--and what does not--during the onboarding and implementation phase. Our 90-day method provides your team and ours the tools, structure, and project management necessary for successfully importing data, configuring the xTuple system, and training your end users. Beginning with a kickoff call that marks the beginning of the 90-day period, your xTuple Onboarding Team will lead you through a three-phase piloting and training program culminating in a go-live phase that concludes the official onboarding period.   

Thereafter, you may reach out to your xTuple Onboarding Team for 30 days with follow-up questions. After that 30 days, the Onboarding period is officially concluded. Following the conclusion of your Onboarding period, you will continue to receive customer support through our Technical Support Team and your assigned Customer Success Manager.

TIMELINE, TESTING & TIMEOUTS

To ensure we have the right resources available to successfully manage your project, we schedule customer onboardings in advance, beginning with a kick-off call that denotes the start of the 90-day window. As such, we require a commitment from your team to plan ahead for the 90-day timeframe so that deadlines and milestones are met.

This timeline commitment helps us balance resources so we can meet your needs as a customer by providing the focus and attention necessary for a timely go-live of your new system. Timeboxing your xTuple onboarding and implementation also helps hold teams accountable for providing feedback, scrubbing data, independently piloting xTuple, and attending scheduled meetings. 

Upon receipt of payment, we will schedule your project. We will do our best to accommodate any internal deadlines you may have. Throughout the project, we will need your Project Lead and team to do the following in a timely manner: 

1) Provide feedback

2) Complete tasks independently 

3) Attend regularly scheduled piloting and training sessions

4) Prepare ahead of sessions

5) Conduct independent piloting of your system 

We know that unforeseen situations sometimes make it difficult to meet project milestones on time. However, if delays on your end impede next steps on our end, the project timeline may necessarily change based on available resources. Extending the life of the project past the 90-day period may also result in additional fees.

 YOUR INVESTMENT

This project estimate is based on our preliminary analysis of your requirements. While we have made every attempt to define the parameters of your xTuple onboarding and implementation at an in-depth level, unforeseen issues and complications sometimes manifest and increase the project scope. In cases such as this, xTuple reserves the right to adjust this estimate to reflect the actual scope of work. Should the need arise to redefine the scope of this project, and thus adjust the project cost, we will contact you prior to proceeding. The estimate also assumes all services are delivered remotely; should you desire a consultant to be onsite at your facility, we will bill you separately for standard travel expenses.

CHANGES, REVISIONS, & ADDITIONAL SCOPE

The goal of the 90-day timeline for onboarding is to get your core ERP live. The scope of your onboarding entails the setup and configuration of the core modules of xTuple ERP defined as the basic and available functionality of the Product, Inventory, Purchasing, Manufacturing, Sales, CRM, and Accounting modules. Extending out-of-the-box functionality is beyond the scope of your core implementation but can be discussed and defined for future customizations and enhancements to your xTuple ERP system. This prevents “scope creep” that might delay the go-live date of your ERP at the end of 90 days.

If at any time during the onboarding, your team determines a need to extend the functionality of the core application features, we are happy to discuss this with you! Please note, however, that redefining the requirements of the project will almost always result in additional effort not currently reflected or accounted for in your proposal. Changing the direction of the project could result in additional work and, therefore, additional fees.

Again, customization for enhanced functionality is considered a separate paid engagement requiring its own scoping and estimate based on the requirements defined during the ERP implementation. Any such project will be completed post-implementation of the ERP system.