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NAME OF FIRM SOFTYPE AFRICA LTD

Name of Authorized Firm REP EBENEZER MUTUNGWA

Contact Email ebem@softype.com

Contact Phone Number +254 720 940 174

I hereby certify that I am a representative of the above-named company, duly authorized to sign and commit said
company to this RFP. I further certify that this proposal is made without collusion or fraud and that this company
has not offered or received any kickbacks or inducements from any other contractor, supplier, manufacturer or
subcontractor in connection with this proposal, and further, that this company has not conferred on any public
employee having official responsibility for this procurement transaction any payment, loan, subscription, advance,
deposit of money, services or anything of more than nominal value, present or promised unless consideration of
substantially equal or greater value was exchanged.

SIGNATURE OF FIRM REP

NAME AND TITLE OF FIRM REP EBENEZER – BUSINESS DEVELOPMENT

FIRMS REGISTRATION NO PVT-AAABIE5

DATE MAY 3, 2019


Table of Contents
1 Executive Summary .............................................................................................................................. 4
2 Qualifications and Experience ............................................................................................................... 5
2.1 About Softype, Inc. ........................................................................................................................................... 5
2.2 Project Manager Resumé ................................................................................................................................. 5
2.3 Other Resumés ................................................................................................................................................. 5
2.4 Outsourced Services......................................................................................................................................... 6
3 Key System Requirements .................................................................................................................... 7
4 Pricing ................................................................................................................................................ 15
4.1 Oracle NetSuite Annual License ..................................................................................................................... 15
4.2 Implementation Cost...................................................................................................................................... 15
4.3 Total Cost of Ownership (3 Years) .................................................................................................................. 16
5 Implementation ................................................................................................................................. 17
5.1 Methodology .................................................................................................................................................. 17
5.2 The Project Work Plan.................................................................................................................................... 19
5.3 The Project team ............................................................................................................................................ 20
5.4 Softype Resources – Project Team Roles ....................................................................................................... 20
5.5 Client Roles ..................................................................................................................................................... 21
5.6 Proposal Expiration ........................................................................................................................................ 22
5.7 Client Resources Availability .......................................................................................................................... 22
5.8 Export of Client Data ...................................................................................................................................... 22
5.9 Report Customization .................................................................................................................................... 22
5.10 Search Customization..................................................................................................................................... 23
5.11 Configuration Overview ................................................................................................................................. 23
5.12 Customizations Requiring Scripting ............................................................................................................... 23
5.13 Integration/Web Services .............................................................................................................................. 23
5.14 Web Store HTML/CSS/JavaScript ................................................................................................................... 23
5.15 Training........................................................................................................................................................... 24
5.16 Right to Developed Materials ........................................................................................................................ 24
5.17 Change Management Process ........................................................................................................................ 24
6 Support .............................................................................................................................................. 25
6.1 Softype Support ............................................................................................................................................. 25
6.2 Netsuite Support ............................................................................................................................................ 25

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7 Information Technology...................................................................................................................... 26
8 Training .............................................................................................................................................. 27
8.1 End User Training ........................................................................................................................................... 27
8.2 NetSuite Essentials ......................................................................................................................................... 28
9 Client References................................................................................................................................ 29
10 Contract Performance......................................................................................................................... 30
11 RFP Exceptions ................................................................................................................................... 31
Appendix A NetSuite Support Services ......................................................................................................... 32
Appendix B Suite Success 100-day Implementation Schedule ....................................................................... 36
Appendix C NETSUITE Terms of Service ........................................................................................................ 38
Appendix D Spine Technologies – HR and Payroll.......................................................................................... 52

Confidentiality Notice
The information contained in this document is confidential and proprietary to Softype, inc., 3790 El Camino Real,
Palo Alto, CA 94306, USA. It is provided solely for the use of the Client to detail the approach and work to be
accomplished for the Client’s implementation. This information may not be used for any other purpose and may
not be further distributed. Any recipient of this document who is unwilling to agree to these restrictions should
return the document to Softype without reviewing the contents or making further distribution. Review of this
document shall constitute agreement to the restrictions stated above.

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1 EXECUTIVE SUMMARY
Softype is pleased to present its proposal to the Nova Premier Schools built on the Oracle NetSuite platform. It is
a cloud only platform, built around a thin client. Hence, NetSuite will require only a working internet setup
(even on a mobile phone) but will not require any IT infrastructure at any of the locations where it is used.
Furthermore, NetSuite is a journey and not a destination. This means that if you choose our system, we will
strive to provide you, a continual set of improvements and new features, automatically delivered to you and at
no additional cost.
Oracle NetSuite’s leading Africa Partner is Softype. We have delivered solutions in over 15 countries including
Kenya and South Africa. All these instances are cloud based and services oriented which means they are all
running the latest technology at every location.
Softype has developed an educational product platform for the management of financials, operations and
education administration. This platform provides real-time metrics with features like automated workflows,
sophisticated communications and digital document management. Through this platform, Softype will deliver
the best of breed practices that will deliver efficient school processes to give real time reporting and visibility.
This will result in improvements in operating efficiency and reduction in operating costs. Best of all, this solution
is a very scalable delivery model with will support your growth objectives, especially as you expand in Kenya,
South Africa and other countries continent-wise.
Softype has carefully evaluated your key system requirements. We have concluded that the vast majority of
them are standard to the NetSuite system, and already available in the current release. No source code
modifications are required. The implementation of your requirements will require minimal configuration at
nominal cost. Moreover, NetSuite is organized as a “Land & Expand” system. It is best to get the key pain points
in your organization resolved first and hence deliver value in the first 100 days. Once the system is already giving
value, it may be expanded to the other operations of the school.
Our proposed solution will focus on accounting, budgeting, procurement, inventory management, credit &
collections, fixed assets and management/statutory reporting. We will provide real time integrations to your
Sales Force and EDADMIN systems. The project will be led by our Senior Functional Consultant, Mr. Moses Rajan
who is well-versed with NetSuite implementation methodology and school’s business processes.
The project will be completed in 100 days from Kickoff to Go-Live. The Annual recurring license budget is
estimated at $44K. There is a one-time setup charge of $39K. When the EDADMIN systems functions are largely
taken over and you want to replace them with edERP, there will be an additional $12K per year license fee.
Oracle NetSuite is the world’s leading cloud only ERP system. NetSuite is larger than all the other cloud only
systems combined. When delivered by Softype, with its extensive Africa experience, this Software As A Service
will put Nova Pioneer schools at the top of the pyramid worldwide.

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2 QUALIFICATIONS AND EXPERIENCE

2.1 ABOUT SOFTYPE, INC.


Softype, Inc. is a skilled implementer of Oracle NetSuite and is a certified NetSuite Solution Partner. The firm was
started in Palo Alto, California in 2000, providing management consulting, outsourced services to clients in North
America, Asia and Africa. Since 2004, Softype has been a NetSuite partner and has been the leading partner in
the region since 2011.
Softype maintains its head office in Palo Alto, California with a Service Delivery Center with more than 50 skilled
functional and technical consultants in Mumbai, India that serves Asia, Africa and Europe. The company has
successfully delivered more than 300 NetSuite implementations including more than 50 in Africa and is
considered one of the leaders in this field.
Through a meticulous approach to service delivery, clients not only get a great system but also improve their
internal processes along the ERP journey.
Softype Africa will be driving the project locally with support from Softype USA and Softype, India as required, to
ensure a seamless service delivery and interaction for our clients in the region.

2.2 PROJECT MANAGER RESUMÉ


Mr. Moses Rajan
Highest academic qualification Graduate: In Commerce and Accounting from University of Mumbai, India and
Prince 2 Certification. Overall industry ERP experience of 18 years
Senior Functional Consultant (Subject Matter Expert)
• On Hand experience of leading teams and implementing projects with extensive knowledge of Accounting,
Project management, Order to Cash, Procure to Pay, Manufacturing, Banking and Budgeting functions.
• Has managed multiple implementations across different verticals like Services, Education, Distribution,
Telecom, Manufacturing, Franchising and Construction, successfully.
• Well-versed with NetSuite implementation methodology and business processes. Experienced in taking
requirements, designing the TO-BE and mapping the same with best industry standards. Ensuring Value Add
On for Customers.
• Successfully handled projects across geographies like US, UK, Europe, UAE and Asia.

2.3 OTHER RESUMÉS


Ms. Vaishali Nalawade
Functional Consultant
Highest academic qualification: Graduate B. Tech. (Computer Science) with Operations Management
certification, with overall industry experience of 14 years out of which 5 years in ERP Functional Consultancy.
• Online Retail Store of an FMCG industry client in India
• POS integration of a Retail Chain of 50+ outlets in India
• Distribution and light Manufacturing implementation of Domino’s franchise in Kenya
• Payment Gateway integration with Advanced Financial Solutions of a client in Kenya

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• Supply Chain and Distribution ERP implementation for a client in Philippines
• Conducted several User Trainings (Administrator and Process)
Responsibilities
• Generate knowledge about the current business process, design current business flows, study current
business processes and its complication
• Align NetSuite solution to business needs
• Configuration and approval of predefined templates
• Documentation and user training

Mr. Sachin Savale


Technical Lead
Highest academic qualification: Master Of Computer Application- University Of Mumbai, India
• Technical Team Lead with extensive knowledge about solution designing and development, multiple
programming languages, and integration of systems.
• Experienced in working with clients closely to understand the business requirement and deliver the best
solution.
• Has led multiple implementations across different verticals like Education, Telecom, Services companies,
Construction, successfully
• Successfully handled projects across geographies like US, UK, Europe, Africa and Asia.
Responsibilities
• NetSuite configurations and customizations
• Integration
• Preparation of test scripts
• User Acceptance Testing
• System optimization

2.4 OUTSOURCED SERVICES


Softype will outsource the HR and Payroll services to Spine Technologies.
Spine Technologies is a premier software development company that has over a decade of rich experience in the
domain sphere of Human Resource and Payroll. They have more than 3500+ SMEs and Enterprises using their
solutions and they are able to integrate to various ERP solutions including Oracle NetSuite. Please refer to
appendix D for additional information on their features and pricing structure.

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3 KEY SYSTEM REQUIREMENTS
Rating Definition
• 3 - Standard and available in the current release. Software supports this requirement and can be
implemented with minimal configuration at no additional cost. No source code modification is required.
• 2 - Meet requirement with minor modification. Modification maintains application on upgrade path. Testing
and production of modifications will be completed by implementation date. Include an estimate for the cost
of the modification.
• 1 - Available with 3rd party software application. Indicate name of the application recommended and
number of installs jointly completed.
• 0 - Not available. Software will not meet requirement.
• F - Future Release. Requirement will be available in future release. Indicate anticipated release date: month
and year.

Rating Modules and Integration Rating/Comments


R 1.General Ledger 3
R 2.Accounts Receivable 3
R 3.Accounts Payable 3
R 4.Fixed Assets 3
R 5.Budgeting 3
R 6.Procurement 3
E 7.Payroll 1 / Spine Technologies
R 8.Inventory 3
E 9. HRM/HCM 1/ Spine Technologies
E 10. Case Management 3
R 11. Reporting and analytics 2 / Parent profiling will require configuration at no additional cost
R 12. Integration with Salesforce 2 / API to be provided by client
R 13. Integration with School 2 / Integration with FTP based approach
Management System - EDADMIN

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MODULE NP Rating Requirement Partner Rating Comments
ACCOUNTS RECEIVABLE R 6 Super Users and 13 general 3
users
R Ability to create and generate 3 Standard Feature available
customer statements
R Provides the ability to send 3 Standard Feature available
statements or invoices to parents
via email and SMS in peace meal.
R Ability to automate/schedule 3 Standard Feature available via
sending of emails and SMS of Saved Search reports
invoices or statements as payment
reminders
R Maintain a record of 3 Standard Feature available
communications sent out to
customers on their record
R Provides the ability to create 3 Standard Feature available
credit notes with the
characteristics enumerated below:
Ability to assign directly to an
account, Ability to settle invoices
with credit note raised.,
R Provides the ability to 3 Standard Feature available via
automatically assess interest and Saved Search reports
fees against past due items
R Provides the ability to settle 3 Standard Feature available via
payments coming into the bank Bank Reconciliation
with client accounts
R Provides the ability to recommend 3 Standard Feature available
matching of invoices to amounts
paid using lookups for
predetermined fields.
I System provides an online 2 Customer Portal available but
customer portal that allows payment by customer requires
payment modification
R System allows for user-defined 3 Standard Feature available
delinquency notices and form
letters
R Provides ability to maintain 3 Standard Feature available
customer correspondence and via system notes &
internal notes/comments communication
R Ability to integrate with bank 1 3rd party integration
systems
R Ability to directly raise a payment 3 Standard Feature
within an invoice
R Ability to archive records 3 Standard Feature
R Ability to auto allocate receipts 3 Standard Feature
R The AR module should update the 3 Standard Feature
General ledger module

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MODULE NP Rating Requirement Partner Rating Comments
R The AR module should be updated 3 Standard Feature
by the Bank statement
ACCOUNTS PAYABLE R Purchase Requisition & PO 3 Standard Feature
Management
R Supplier database complete with 3 Standard Feature
all Supplier details
R Vendor profile management 3 Standard Feature
(case management)
R Payment options framework 3 Standard Feature
(discounts, taxes etc)
R Multiple payment options - bank, 3 Standard Feature
petty cash etc
R Vendor groups using defined 3 Standard Feature
parameters such as discount rates
etc
R Document management system to 3 Standard Feature
keep track of any supporting
documents such as quotes, bids
etc
R System failsafes, Audit & Approval 3 Standard Feature
trail to avoid errors
R Supplier statement reconciliation 3 Standard Feature
process
R Modular Integration – Direct 3 Standard Feature
integration with the Purchasing
and General Ledger modules
R Recurring Invoice Capabilities – 3 Standard Feature
Automatically creates recurring
invoices such as a monthly lease
payment without repetitive data
entry
R Dashboards and System generated 3 Standard Feature
alerts (guard rails) to prevent and
/ or flag activity outside prescribed
frameworks
R Multiple cost centers 3 Standard Feature
R Multi Currency 3 Standard Feature
R Tax tables for all applicable local & 3 Standard Feature
other taxes
R Upload ready file exports that can 3 Standard Feature
be use to file taxes with no
formatting changes required for
upload
R System automatically calculates 3 Standard Feature
payment due date based on user-
defined settings/rules for each

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MODULE NP Rating Requirement Partner Rating Comments
vendor (e.g., 30 days from invoice
date)
R System allows the user to override 3 Standard Feature
automatically calculated due dates
R Ability to enter invoices in 3 Standard Feature
multiple ways: Electronically,
import, hand enter
R Provides ability to create recurring 3 Standard Feature
invoices
R Provides ability to limit 3 Standard Feature
overpayment of an invoice greater
than the amount of the associated
purchase order
R System provides 3 way matching 3 Standard Feature
of purchase orders, receiving
records, and invoices
R AP to Bank Platform (dependent 2 Require modification
on relevant APIs being in place)
BUDGETING R Ability to load budgets on the ERP 3 Standard Feature
R Ability to report the budget versus 3 Standard Feature
actual
R Ability to view actual spend at 3 Standard Feature
procurement decision making
stage
R Ability to report budget versus 3 Standard Feature
actual per function
R Ability to report budget versus 3 Standard Feature
actual by school
R Ability to consolidate regional 3 Standard Feature
reports (ZAR & KS)
R Ability to consolidate global 3 Standard Feature
reports US$
R Ability to view YTD budgets and 3 Standard Feature
forecast
R Ability to report in multi 3 Standard Feature
currencies
R Ability to pivot and report in 3 Pivot table can be run on
various views/formats reports extracted from
NetSuite
GENERAL/TECHNOLOGY R Integration across all modules 3 NetSuite is an integrated
platform
R Option that allows for multiple 3 Sandbox access can be
environments, e.g. demo/trial, provided for training and
production, test, training, testing
development, etc.

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MODULE NP Rating Requirement Partner Rating Comments
R Role‐level security by group or 3 Standard Feature
individual to menu and screen
level with ability to mask sensitive
data fields.
R Import/Export to Microsoft Word, 3 Standard Feature
and Excel; ability to filter data for
export.
R List supported mobile devices and 3 NetSuite apps available on iOS
operating systems, e.g. iPads, and Android
Surfaces, iOS, Android, Windows,
N Describe Web/Portal functionality 3 Features a robust web portal
for external user access I any plus additional portals for
customers and vendors
R Supports multiple field input 3 Form customization to enable
format types this
R Describe enterprise Content 3 NetSuite has a document
Management and Document management feature built in
Management capabilities that supports file sharing
R Describe data archiving and purge 3 Available with additional
capabilities. SuiteApps
R Configurable role‐based 3 Standard Feature
dashboards to present reports,
tasks, notifications, approvals, etc.
with drill down to source
transactions.
R User configurable menus, screens, 3 Standard feature
and fields, e.g. hide unused fields,
set tab order, define mandatory
fields, etc.
R User defined fields that includes 3 Standard Feature
multiple data formats:
Date,Text,Number,Currency,
URL,email,Picklist,Boolean,
Formula/Calculated (Important)
FIXED ASSETS R Basic asset addition, retirement 3 Standard Feature
and reconciliation functions
R A process of verification of assets 3 Standard Feature
contained in the register vs what is
physically present
R Insurable value report based on 3 Standard Feature
the age / presence of the asset
R Ability to plan for and track asset 3 Standard Feature
procurement and delivery statuses
R Need a way to log asets into an 3 Standard Feature
inventory management module
such that we could then pull
reports of current stock counts per

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MODULE NP Rating Requirement Partner Rating Comments
item, item barcodes, item
locations etc.
R Need to develop a separate capex 3 Standard Feature
budget tracked against changes in
balance sheet items
R Ability to set depreciation classes, 3 Standard Feature
assign assets accordingly, and
compute depreciation
automatically from the month of
acquisition and post to GL
R Modular Integration – Budgeting, 3 Standard Feature
Reporting, Inventory and
Procurement modules
R The system should have the 3 Standard Feature
option to depreciate on a variety
of methods (straight line, sum of
years digits, double declining
balance, etc.) and on annual,
monthly or quarterly basis
R The system should allow for 3 Standard Feature
improvement adjustments to an
asset to increase the value and/or
extend the useful life, while
maintaining the original asset
information intact.
R The system should track the 3 Standard Feature
history of improvements to an
asset
R The system should have the ability 3 Standard Feature
to maintain cost, insurance,
replacement values, warranty
records and information
R The system should provide the 3 Standard Feature
ability to link related assets
together
R The system should provide 3 Standard Feature
miscellaneous fields to track
(and report on) user defined
information
R The system should provide the 3 Standard Feature
ability to make mass changes to an
unlimited number of asset records
based on a single request/single
screen entry with full audit trail of
changes made.
GENERAL LEDGER R Ledgers: Hierarchical structure, 3 Standard Feature
unlimite level & accounts, flexible
coding design

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MODULE NP Rating Requirement Partner Rating Comments
R Journals: Single and batch entries, 3 Standard Feature
auto entries(rule base)
R Budgeting: Realtime budget 3 Standard Feature
control linked to ledger balances
R Reporting: Encumbrances 3 Standard Feature
tracking, Multiple rolls up,
reporting dimensions and
hierarchies, Unit cost reporting
R Audit Trail: Permanent trail of 3 Standard Feature
ledger entries made
PAYROLL E Employee Information - Listing or 1 Spine HR
Register of all Staff with all
statutory, non-statutory and
salary details, and links to other
HRIS managing staff information
E Employee Document Storage - 1 Spine HR
Ability to attach supporting staff
documents
E Statutory reporting - Local tax and 1 Spine HR
bank output forms (upload ready
for tax submission and bank
payments); Local tax
tables(updatable)
E Payment Instructions / Forms - 1 Spine HR
Bank & other payment output
forms
E Asset tracking - ability to assign 1 Spine HR
assets to staff and do salary
offsets for damages or losses
E Reporting &Analysis; Cost center 1 Spine HR
management to effective cost
tracking; GL posting output forms
mapped to cost centers
E Employee Reports -Self service 1 Spine HR
portal for staff to access their
information such as tax and
payslips
E Workflows with strong audit trail 1 Spine HR
and reconciliation tool to maintain
checks and controls for any
changes to payroll records
E Pay Management: Earnings - 1 Spine HR
permanent, temporary and
contract staff; deductions; loans&
advances; attendance & leave;
staff movement;
E Ability to run payroll at whatever 1 Fortnight and monthly reports
frequency setting on Spine HR

CONFIDENTIAL: Nova Pioneer Schools Page 13 of 61 3 May 2019


MODULE NP Rating Requirement Partner Rating Comments
PROCUREMENT R Ability to process a purchase 3 Standard Feature
request at an inventory item level
R Self-service for users within the 3 Standard Feature
functions and schools to process
requests
R Workflow for approval of 3 Standard Feature
purchase orders
R Production of a purchase order 3 Standard Feature
R Ability to match purchase order 3 Standard Feature
with goods receipt note (GRN) and
the GR/IR account (goods
received/invoice received)
R Three-way matching and workflow 3 Standard Feature
to payments module
R Ability to process once off 3 Standard Feature
purchases
R Ability to process foreign invoices 3 Standard Feature
R Multi-currency capability 3 Standard Feature
R 3 Way matching 3 Standard Feature
INVENTORY R Goods receipting on receipt (in) 3 Standard Feature
R Picking slip and delivery note on 3 Standard Feature
issue out
R Inventory sheet - report of 3 Standard Feature
balances on inventory items
(quantity x price)
R Inventory tag - for textbooks 3 Standard Feature
R Inventory adjustment form - for 3 Standard Feature
any adjustments
R Ability to track who received the 3 Standard Feature
inventory
R Ability to record inventory in and 3 Standard Feature
out - Automatic update of
inventory
R Ability to track inventory levels - 3 Standard Feature
eg consumables
R Ability to do re-order levels 3 Standard Feature

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4 PRICING

4.1 ORACLE NETSUITE ANNUAL LICENSE


Item Unit Price Count Users Extended Price
NetSuite Financials 999 12 11,988
Full Access Users 99 12 6 7,128
Access Partner Center User 49 12 13 7,644
Advanced Financials 599 12 7,188
Advanced Inventory 599 12 7,188
Advanced Procurement 599 12 7,188
Fixed Assets 599 12 7,188
NetSuite One World Cloud Service 1999 12 23,988
NetSuite Additional Country Cloud Service 799 12 9,588
NetSuite Premium Support 8,909
Subtotal 97,997
Discount * - Annual 54,388
Total Annual NetSuite Billing $43,609

4.2 IMPLEMENTATION COST


This section details the specific requirements for the project management efforts that may are required during
this project. The professional services described in this SOW are bid on a Fixed Price Implementation Basis.
The Client acknowledges that the fixed price is based solely on the information provided to Softype and
documented in Section 3, Key Requirements. Any requirement not included in Section 3 will be considered
outside of the fixed price scope and will be handled by the Change Management Process, outlined in the
Assumptions section of this document, and may result in additional cost.
The total fee for implementation is:

Implementation $
Analyze & Process Modeling 5,000
Configuration 9,999
Integration 5,000
Data Import 9,999
Implementation Subtotal 29,999
Training 9,961
SOW Total $39,959

The implementation will take 560 hours of professional services. If additional services are required and
authorized by the Client in writing, they will be billed at $98/hour. The proposal includes 25 days of onsite
services. If additional onsite days are required, they will be billed at $900/consultant-day. The implementation is
scheduled to last for a duration of 90 calendar days including configuration testing and Go-Live. It is essential to
Softype’s ability to adhere to the schedule contemplated by this SOW that the Client co-operates and responds
promptly to Softype’s requests for information relevant to the implementation described in this document.

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Item Man Hours
Analyze and process modelling 70
Documentation 30
Configuration, show and tell 140
Business User training 60
Go Live and Data migration 140
Integration
with Salesforce 60
with edAdmin 60

4.3 TOTAL COST OF OWNERSHIP (3 YEARS)


Annual Pricing (USD)

ITEM May-19 May-20 May-21 TCO in 3 Years


License Fee 43,609 43,609 43,609
Implementation Services (One off cost) 39,959 - -
Net Present Value - 7,268 13,325
TOTAL 83,568 36,341 30,284 $ 150,193

CONFIDENTIAL: Nova Pioneer Schools Page 16 of 61 3 May 2019


5 IMPLEMENTATION
The NetSuite implementation approach is based on the concept of shared project responsibility. A Shared
Consulting implementation is a cooperative, hands-on project, jointly managed by a Softype Consulting team
and Client. Softype works with Client to plan the implementation – its functional scope, the schedule, the
resources, and the budget. Upon completion of the plan, each party has a set of project responsibilities, which
must be completed in a timely manner, to ensure the project meets its objectives. The plan will be created with
a phased deployment schedule – meaning, some functional areas listed in the Statement of Work will be
configured and deployed in subsequent phases. Additionally, Softype consultants will teach a Client how to
configure and maintain the system in order for a Client to become self-sufficient with the functionality. For
example, Softype will show a Client how to create a billing schedule in order forClient to enter their remaining
billing schedules into the application. This is a fundamental principle of the NetSuite approach – shared project
responsibility.

5.1 METHODOLOGY
Softype adopts a business process-based methodology. The key processes in your business are documented,
then compared with the out-of-the-box business process in NetSuite. If there is a gap between the two, a
configuration or customization is identified. Softype can address the entire scope of the NetSuite application –
from purchasing to ordering to cash collection.
Beyond segmenting the work effort with the Phases and Tasks, the methodology provides Deliverables and Best
Practices in one coherent approach.

Phase 1: Initiate “Getting your project organized”


In the Initiate Phase, the NetSuite implementation project is organized. This phase lays the groundwork for later
phases of the project by establishing the objectives of the project, the scope, and the staffing, and also begins
the education process for the key members of the project team.
The three dimensions of any project – Scope, Timeline, and Budget are tightly interrelated. Some projects are on
a strict timeline, where the business is facing an important date, perhaps the end of a fiscal year, when the
system must be operational. This factor may cause the project team to reduce the scope of the project, or
perhaps split the project into multiple releases. Understanding the interrelationship of these factors, and any
other over-riding project objectives, is important to document and share across the project team.

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Identifying the project team happens in this phase. The methodology identifies a number of“roles” that are
required for the project. In this context, roles refer to the skills required to complete a piece of work and may
involve one individual or a whole department. In NetSuite implementation projects, a single individual may often
take responsibility for multiple project roles. For instance, in a small company, a single individual may
take responsibility for making business decisions across many business processes.
Phase 2: Analyze – “How does your business operate?”
In the Analyze Phase, the requirements of the business are documented and matched to the capabilities of the
NetSuite application.
It is not possible to overemphasize the importance of this phase. A vast majority of problematic
implementations can be traced back to a lack of depth in the requirements definition phase of the project. This
phase answers the “what” question, namely, what are the business needs that will be supported by the NetSuite
application. Later phases will answer, the question of “how” NetSuite will support the business needs.
The NetSuite methodology approach to documenting business requirements is based on business processes,
such as “Lead to Opportunity” or “Order to Cash”. Client is responsible for ensuring that common, consistent
functional processes exist across the organization; including parent and all subsidiary companies (e.g. one
common Order to Cash process across the entire organization). The collateral in provided contains diagrams of
the many and varied business processes supported by NetSuite.
These process mapping diagrams describe the “out-of-the-box” business processes supported by the NetSuite
application. In this phase, the process mapping diagrams are reviewed and compared with the business
processes of the Client, noting any differences. Adapting NetSuite to support these differences is addressed
in the third phase, Configure.
The Softype consultants will conduct business process mapping sessions using NetSuite best practices
and the standard questionnaires as the model. These sessions will be conducted onsite over 2 or more days.
The onsite schedule will be determined between Softype and Client project teams upon project start. If
additional onsite days are deemed necessary, this request will be handled through the Change Management
Process outlined in the Assumptions section of this document. The Analyze Phase also entails a preliminary
exploration of the data migration requirements, identifying the data that will need to be migrated into NetSuite.
The data sources are catalogued, and then the specific NetSuite entities and transactions are identified and
quantified. These requirements will also be addressed during the Configure Phase as a detailed data migration
approach is developed.
The Analyze Phase concludes with the production of two documents: The Business Requirements Document
(BRD) and the Final Project Work Plan. The BRD should be viewed as the final word on the scope of the NetSuite
implementation project, with preliminary descriptions of how gaps between NetSuite and the business process
will be addressed. It will serve as the blueprint for the remainder of the project. An updated project plan that
details the complete scope of the project and confirms the final timeline and budget marks the conclusion of this
phase.
Phase 3: Configure “Adapting NetSuite to your business”
During the Configure Phase, the NetSuite application is configured, customized, and integrated to meet the
needs of the business.
The flexibility of the NetSuite application becomes apparent during this phase. In each area of the product, there
are many settings that affect the behavior of a particular business process. These settings are reviewed and
either left in their default setting or adjusted. Custom records can be created to capture additional information
necessary to your specific organization or to support variations in the business processes.

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NetSuite also offers customization capabilities that greatly expand the configuration options. You can apply
customization specific to your business at either the web page or server level. It is important to approach this
customization with the same amount of rigor and planning brought to any custom development project,
preparing a customization specification for review and confirmation by both the business users and the
developer(s). When confirmation, is complete, the customizations can be developed and incorporated in the
testing processes.
The NetSuite application can also be integrated with other software applications. These applications can be
located at the client location, at a business partner location, or even at another on-demand application.
The use of NetSuite web services, entities, and transactions can be synchronized between NetSuite and other
applications. As is the case with customization, the development of this integration should follow an appropriate
development process.
The Configure Phase concludes with the preparation for the testing that will occur prior to moving into a
production ready status. Once Client creates their desired test plans, Client will test the application and confirm
the setup, configuration, customizations and integrations are in accordance with the BRD.
Phase 4: Deploy “Run your business on NetSuite”
The planning and preparation of the previous three phases all combine in the Deploy Phase. The business
processes reviewed in the Analyze Phase are moved to NetSuite, the application is moved into production
status.
Test plans are executed at the application level and with the end users. After Client executes the test plans and
the test results are reviewed, a final date can be determined for cutting over to NetSuite.
Timing the training for end users on the relevant portions of the application is critical. If the training is delivered
too far in advance of the implementation, end users may forget some key points. If the training is timed
properly, however, the transition to the new application is likely to be greatly eased.
Phase 5: Optimize “Learn from your implementation”
In the Optimize phase, the NetSuite application settles into production status as the implementation project is
completed.
As the project completes, it is important to review the successes and challenges of the NetSuite implementation.
Often, the entire NetSuite application is not installed in the initial project, so it is important to understand the
improvements that can be made in subsequent projects. The follow-on project may be of a reduced scope, but
the same principles of the NetSuite implementation process still apply. Namely, it is important to understand
scope, document the business requirements against the out-of-the-box NetSuite business processes, then move
into configuration and customization.
As the project is completed, the Softype administrator plans for ongoing support of the application, utilizing the
NetSuite Support organization. Depending on the size of the company, it may be necessary to establish internal
processes for end users to report problems or enhancement requests to the internal NetSuite administrator,
who in turn, can report them to NetSuite. The implementation project team will assist with the transition to the
NetSuite Support Organization for a period of two weeks after Go-Live.
For the Softype administrator, the responsibilities continue through and after project completion. Unresolved
items often exist at the time of cutover. Additionally, there is always the opportunity to make enhancements or
take advantage of new features.

5.2 THE PROJECT WORK PLAN


The Softype project team will be in contact within ten (10) business days to schedule the start of the project
after the final signature. The project start date will be determined in a collaborative manner as one of the first

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project milestones upon the initiation of the project. Softype resources will be scheduled according to the
agreed upon project work plan and will remain on the project for that duration. Any additional need of Softype
resources will be handled through the Change Management process outlined in the Assumptions section of this
document.
At the conclusion of the Analyze Phase of the project, the Softype team and the Client will finalize the project
work plan. It will highlight key milestones, assign resources to tasks, identify dependencies between tasks, and
provide projected dates for completion. The plan will be created with a single deployment schedule – meaning,
all functional areas listed in this SOW will be configured and deployed at the same time, not in multiple phases
or deployments.

5.3 THE PROJECT TEAM


It is our experience that when Softype and the Client share responsibility for implementation, the project is
successful. More importantly, this joint ownership greatly enhances the Client’s ability to manage the NetSuite
application after the implementation project is completed.
This SOW is created with the assumption of joint staffing and joint ownership of the implementation project.
The pricing and schedule reflect this important assumption. In the event the Client is not able to fulfill their
staffing obligation on the project, this will result in a Change Order to this SOW, as outlined in the Change
Management Process outlined in the Assumptions section of this document.
The primary contact from Softype for the scheduled duration of this project will be an assigned Project Manager.
Softype provides project support to the Client Project Manager. However, the Client will manage their resources
and expected project tasks.

5.4 SOFTYPE RESOURCES – PROJECT TEAM ROLES


Softype will work with the Client Team to assist with the delivery of this implementation. Softype resources are
not dedicated to any single implementation and are shared across many implementation projects.

Softype Role Responsibilities


Project Manager The PM will provide a leadership role on the project team to serve
as the escalation point for the Client and the project team.
Responsible for managing project resources and adherence to
project plan as well as any risk and implementation issues that
might need to be addressed.
Consultant Primary contact for duration of the Implementation Project. Will
work extensively with the Client Implementation Project Lead to
develop the processes, system configuration and customizations
necessary to meet the business requirements. Although Softype
has a shared services model, this resource is the key point of
contact for all implementation concerns, administrator meetings,
deliverable production, training services coordination, project
planning, administrationand monitoring.
Trainer Resource to the implementation who will facilitate the training
delivery for all end-users. Works with the Consultant in terms of
understanding the business requirements, system configuration
and level of customization to tailor their training delivery specific
to each Client.
Program Manager Vertical lead for Softype Professional Services team, a second level
of escalation point for all project issues

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5.5 CLIENT ROLES
The Client is responsible for providing and ensuring the committed participation of all Client resources required
during this effort including, but not limited to, the following personnel listed below. Any person identified by
Client to work with Softype shall be considered by Softype to be a duly authorized representative of Client fully
capable of making decisions on business practices.
The Client is responsible for acknowledging and responding to documents relating to this Implementation
project. These documents could be requirements documents, escalation issues or end-of-project notices. Some
documents will require Client’s signature/e-signature before we can continue with the implementation and
Client is responsible for responding in a timely and collaborative fashion.
It is important to understand this is a list of project roles, not individuals, required to complete a NetSuite
implementation project. Depending of the size of the Client organization and functionality being implemented, a
single individual may take responsibility for any number of roles.

Estimated Time
Client Role Description Tactical Responsibilities
Commitment
Project Provides leadership within the project team • Attend all meetings 2 days/week for
Manager and is responsible for overseeing the • Point of contact for all day-today project the duration of the
implementation. The Project Manager will operations project
work with the Softype Project Manager on
• Coordinate business process owners and
scheduling and planning guidance.
Client project team
Has an understanding of the overall goals of
• Manage decision making resources
the implementation and is able to make
and/or act upon most implementation • Serve as gatekeeper for project issues
decisions. This role is responsible for log
managing all Client resources and tasks to • Point of contact for project status
adhere to the project schedule. • Manage all Client tasks and assignments

Administrator Responsible for overseeing the • Attend all meetings 3 days/week for
configurations of the implementation. • Point of contact for all day-to-day the duration of the
Should have an understanding of the overall configuration sessions project.5
goals of the implementation. This role will • Learn Client specific configuration day/week ongoing
be responsible for all configuration tasks • Manage configuration decisions
when implementation is completed and
• Manage user acceptance tasks, including
responsible for ongoing administration.
testing documents
• Manage ongoing NetSuite
Administration

Business Responsible for designing and approving • Decision making on configurations for all 1 to 3 days/week,
Process business process flows for each department. areas within the Scope section analyze, configure
Owners • Define processes and approvals & test
• Perform all user and system testing
• Review existing NetSuite reports and
searches

Training Responsible for facilitating end user training • Learn application functions and features 1 day/week in
Coordinator on the NetSuite application and utilization • Attend all end user training sessions analyze; near full-
of the NetSuite application within Client • Provide training on application for future time during Go-
team. users Live
• Build training materials

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Estimated Time
Client Role Description Tactical Responsibilities
Commitment
Technical Data migration import and export • Drive decisions on data cleansing 1 to 3 days/week, depending
Coordinator resource responsible for all aspects and integration into NetSuite on project phase
of data coming from legacy
sources.Responsible for migration
tasks, data cleansing, merging data
from all sources, determining master
data sources and compiling like data
into one concise data file, ready for
import
Extended Responsible for approving and • Learn NetSuite application ahead 1 to 3 days/week, depending
Team testing the NetSuite functionality of rollout on project phase
• Test configuration for usability,
system and user acceptance
testing
• Test processes against business
processes and day to day
management of organization
• Responsible for first line of defense
for support questions
Executive Responsible for providing resources • Attend critical checkpoint meetings 5 days/week to monitor
Sponsor needed for a successful • Promote process changes project status
implementation.
• Serve as an escalation point for
project issues

5.6 PROPOSAL EXPIRATION


Unless otherwise agreed upon by both parties in a duly executed writing, the obligation of Softype to provide
assistance to the Client expires the earlier of the Agreement end date or 12 months from the Effective Date in
Section 1 of this SOW.

5.7 CLIENT RESOURCES AVAILABILITY


Project timeline estimates are based on availability of Client resources and key decision makers. Lack of access
to project stakeholders will impact project timelines and costs if decisions cannot be made in timely fashion.

5.8 EXPORT OF CLIENT DATA


The Client acknowledges that certain software and technical data (“Restricted Data”), which may be in Client’s
possession, custody, and/or control may be subject to export controls under the laws and regulations of the
United States, the European Union and other jurisdictions. Client will not provide NetSuite with any Restricted
Data nor shall the Client cause or request NetSuite to export or re-export any such Restricted Data or to
undertake any transaction in violation of any such laws or regulations. For avoidance of doubt, Client’s failure to
abide by this item shall be considered a material breach of this SOW for which Client will indemnify and hold
Softype harmless.

5.9 REPORT CUSTOMIZATION


Softype will provide training on how the standard reports function and on how to customize or create new
reports. However, theClient is responsible for the generation of customized or modified reports.

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5.10 SEARCH CUSTOMIZATION
Softype will provide training on how the standard searches function and on how to customize or create new
searches. TheClient is responsible for the generation of customized or modified searches, unless identified
specifically for searches in Section 1, Project Scope.

5.11 CONFIGURATION OVERVIEW


Softype will provide an overview on the general configuration aspects of the forms and fields related to the
functional areas being implemented as indicated in the SOW in Section 1. Specific form and/or field
configurations related to specific business processes that are necessary and required deliverables of the project
are called out in detail within the Customization Sections.

5.12 CUSTOMIZATIONS REQUIRING SCRIPTING


Any SuiteFlexTM deliverables and/or requirements not identified in this SOW under the Customization sections
and discovered during the implementation process will be subject to a change order, priced according to
complexity, and the Change Management Process outlined in the Assumption section of this document will be
followed.
Any SuiteFlexTM functionality delivered under this SOW under the Customization sections will be supported by
Softype professional services team for a period of thirty (30) days after such SuiteFlex functionality is delivered
to Client. Beyond this period, any changes to the business processes supported by the code or to the level of
functionality supplied will be subject to additional fees under a separate statement of work.
In the event that Softype is required to create certain standard development tools, client side and/or server side
SuiteScripts, and/or standard modules and routines for processing, developing and/or creating any deliverables
under this SOW (“Tool(s)”), Softype reserves the right to reuse, copy, and distribute, in its sole discretion, and
without royalty or other obligation, such Tool(s). To the extent required, Client hereby grants Softype a
nonexclusive, worldwide perpetual, irrevocable license to use and reuse any such Tool(s) in its discretion.

5.13 INTEGRATION/WEB SERVICES


In the event that requirements surface for Integration/Web Services functionality that are not outlined
in the Integration/Web Services section of this document, a separate SOW will be developed and the Change
Management Process in the Assumptions section of this document will be followed. In the event that NetSuite
coordination of a third party integration vendor is required and agreed to, Softype will regularly communicate
project status with the said third party, including key milestones, dependencies, and risks.

5.14 WEB STORE HTML/CSS/JAVASCRIPT


Although Softype directs the specifics of what needs to be configured for the implementation of the Web Store,
NetSuite does not deliver programming (HTML/CSS/JavaScript) and/or graphic design services related to its
completion. The Client will be responsible to leverage the resources responsible to deliver these elements and
coordinate them with the Softype Implementation Team. If the business requirement calls for a non-browser
enabled device access to NetSuite, then such access will be provided for a single device specified at the start of
the process. Changes or additions to non-browser access devices will incur a change order and associated
charges.

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5.15 TRAINING
NetSuite provides a standard library of online e-learning courses and other self-help resources through NetSuite
Central (an online repository available to the Client). Unless otherwise stated in Section 5, any custom Training
Materials will be the responsibility of the Client. Softype will work with Client to determine the training agenda
and training content for the end user training sessions to support training from Client’s account.
1. Client is fully responsible for any printing, shipping, and copying charges for Training Materials.
2. Except as otherwise expressly agreed in the Agreement, all electronic and hard copy versions of the Training
Materials provided are for Client’s internal training purposes only. To the extent that the Softype Training
Materials incorporate Client’s Confidential Information as defined in the Agreement, Client shall retain all
right, title and interest to such confidential information. Client is prohibited from modifying the Training
Materials or reselling or sublicensing the Softype Training Materials to any third party.
3. For onsite delivery, the Client is responsible for providing the appropriate training facilities for the training
delivery. This includes internet connectivity, student access to Client’s NetSuite Service, projector, student
computers, and other reasonable classroom amenities.

5.16 RIGHT TO DEVELOPED MATERIALS


Subject to the terms and conditions in this SOW and the Agreement, Softype grants Client a nontransferable,
nonexclusive, royalty-free license to use the developed materials mutually agreed to be developed by Softype
and provided to Client under this SOW (“the Developed Materials”).
This license grant is for the same term and territory that Softype provides the Service under the Agreement,
including any extension, amendment or replacement thereof. All copyrights, patent rights, and any other
intellectual property rights in such developed materials are retained by Softype. At no time is it permissible for
Softype sessions to be filmed or recorded.

5.17 CHANGE MANAGEMENT PROCESS


In the event the Client or NetSuite requests a Change in any of the specifications, requirements, or scope
(including drawings and designs):
1. The party seeking the change shall, by written notice, propose the applicable changes. Within forty-eight
(48) hours of receipt of the written notice, each party’s Project Leads shall meet, either in person or via
telephone conference, to discuss the proposed changes (“Change Meeting”). The parties must mutually
agree on any such changes and the changes shall be documented, in writing, and signed by both parties. In
some cases a Change Request for additional funding may be required.
2. In the event that the parties disagree about the proposed changes to the general scope, the parties shall,
within forty-eight (48) hours from the date of the Change Meeting, identify a senior management officer
who has decision making authority for each of the respective Parties. The officers shall confer and work to
reach a mutually agreeable conclusion that shall be documented, in writing, and signed by both parties.

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6 SUPPORT

6.1 SOFTYPE SUPPORT


During Go-Live, Softype will support the Client onsite to ensure that the first week to ten days flow as smoothly
as possible. Further to that, the Client will receive support from Softype to answer any questions or help resolve
any go-live related issues for a period as specified in Section 5.
Finally, after that period is over, the Client will be transitioned to NetSuite Global Support with training how to
best use that service provided by Softype.
After 60 days, there will be a project review in which the Client might find that they want to add functionality or
make improvements to existing functionality. This will be handled as a follow-on project if this is warranted.

6.2 NETSUITE SUPPORT


NetSuite offers a full range of support offerings, from Basic to Premium, to Advanced Customer Support. Each
option provides specific service levels and capabilities, from online case submissions to 24/7 phone support, to
managed services that help minimize the gap between your optimal solution and your actual solution. Please
refer to Appendix A for detailed information.

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7 INFORMATION TECHNOLOGY
NetSuite is a 100% cloud-based ERP solution. Therefore, as a SaaS (Software as a Service) offering, there are no
hosting hardware requirements, no software maintenance, and no network administration required by the
client. A laptop with basic internet access and an up to date browser are the main hardware and software
requirements from the client’s side.
NetSuite’s mobile app features easy expense reporting call logging and time tracking in a mobile interface filled
with mobile dashboard portlets and KPI’s. Available for IOS and Android, the applications are designed with a
mobile-first UI for key workflows, and support push notifications for time sensitive actions, allowing users to
streamline work on the go.
For more information on support for service‐oriented architecture, support for remote access technologies and
encryption, development languages, structures or frameworks used and escrow agreements, please refer to the
NetSuite Terms of Service and NetSuite Data Center data sheets on Appendix C.

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8 TRAINING
This section describes the work being subcontracted including any ancillary items to be supplied by the
Subcontractor.

8.1 END USER TRAINING


Softype will train end users on the implemented NetSuite functionality. Sessions will be targeted to users in
similar functional roles and will be tailored as appropriate to address Client terminology, business processes, and
system configuration.

8.1.1 TRAINING PLAN


Client and the Softype Training department will collaborate on the creation of a Training Plan(“TP”) created by
Softype during the Configuration phase. This plan will detail the agreed-upon training process for end use of the
completed system including session topics, usage scenarios, participants and schedules. Prior to commencement
of the Training Services, Client will promptly review and notify Softype via email that it either accepts or rejects
the recommendations in the TP.
Client will sign the TP and both Client and the Softype Trainer will adhere to this plan during the conducting of
End-User Training.

8.1.2 TRAINING AUDIENCE


The table below lists the functional end user curriculums that will tailored for delivery to Client end users. One
curriculum will be developed to cover key processes and tasks associated with each functional group. All Client
participants associated with a functional curriculum will attend a common training session as detailed in the
Training Delivery section below.

8.1.3 TRAINING MATERIALS


Based upon the Training Plan, the Softype trainer will plan and prepare tailored training curriculums and related
materials based upon Softype’s preexisting, proprietary training materials (“TrainingMaterials”) and addressing
the requirements listed in the Training Plan. Materials will be tailored to address Client specific business
terminology, end use processes, and NetSuite configurations.
Softype will prepare and deliver to the Client the following Training Materials: one master copy in electronic
format (PDF or MS Word) of the Quick Reference Cards and business process flows for each curriculum.
The Client shall have the opportunity to review all tailored Training Materials submitted during the Configuration
Stage. Requests for revisions to the Training Materials must be submitted to Softype in writing by Client within
three (3) business days of submission in order for Softype to revise such Training Materials. Any request for edits
to Training Materials after final acceptance that may result from Change Order activity, User Acceptance Testing,
or other such process changes shall be performed by the Client.

8.1.4 TRAINING DELIVERY


NetSuite training sessions are delivered for a maximum of 10 participants per session. When purchased, onsite
end user training is assumed to be a one-time visit at a single location.
Delivery of training sessions must be completed within 30 days of the implementation/go-live date of
functionality that supports any given curriculum.

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Area Functional Curriculum
Accounting Accounts Payable
Accounts Receivable
Fixed Assets
General Ledger
General Ledger Banking
Budgeting
Inventory Management Items
Procurement
Warehouse Management
Basic Usability Reports and Searches
Roles and Permissions
Employee Center
Set Up Customers, Employees, Vendors
Set up Lists and Reminders
Resources
Customization Show & Tell of Account Customization

8.2 NETSUITE ESSENTIALS


End users are taught how standard ERP business processes work in NetSuite and best practices to set up,
configure, and maintain core functionality. Through a series of hands-on exercises, participants practice key
tasks associated with setting up and maintaining NetSuite, putting their knowledge to work with a case study
that simulates initial phases of an implementation. Course materials include a Student Guide, Exercises for
hands-on-practice, and extended access to account after the training event, so you can practice what you learn.
Softype may choose, in its sole discretion, to deliver this course over the web using distance learning
technologies.

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9 CLIENT REFERENCES

ITEM OFFEROR RESPONSE


Client Reference 1
Name Far Eastern University Senior High School
No of employees 400+
Contact Name & Title Elijahmar Cogollodo, IT Services Manager
Contact Telephone +63 939 110 5796
Contact Email ecogollodo@feu.edu.ph
Products, Modules, Services Provided by Offeror Student admissions, Payments, budgets, fixed assets
and edERP. NetSuite implementation and support
Industry Education
Rationale for including the specific reference Similar industry and size

ITEM OFFEROR RESPONSE


Client Reference 2
Name Cognita Schools
No of employees 7000+
Contact Name & Title John Kidd, Group Project Management Operations
Director
Contact Telephone +44 (0)7989 156 555
Contact Email jon.kidd@cognita.com
Products, Modules, Services Provided by Offeror NetSuite billing, budgeting, invoicing, discounting
and edERP. NetSuite implementation and support
Industry Education
Rationale for including the specific reference Similarities in modules and services offered.

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10 CONTRACT PERFORMANCE
In the entire life of the company, Softype Africa has never had a contract terminated for convenience, non‐
performance, or any other reason.
Softype Africa has never been involved in any situation that resulted in litigation or disputes with any of it’s
customers.

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11 RFP EXCEPTIONS
This proposal includes only the NetSuite Financials. The HR and Payroll modules will be provided as a second
phase of this project.
An alternative module for HR is the NetSuite SuitePeople. SuitePeople empowers Managers and HR
professionals to streamline employee information, new hires, employee onboarding, payroll, promotions and
compensation changes, all from a single Suite. While also enabling employees by providing them with the ability
to request time-off, access employee directories and organization charts, monitor upcoming vacation schedules,
monitor new hires, and publicly recognize peers for good work.

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Appendix A NETSUITE SUPPORT SERVICES

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Appendix B SUITE SUCCESS 100-DAY IMPLEMENTATION SCHEDULE

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Appendix C NETSUITE TERMS OF SERVICE

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Appendix D SPINE TECHNOLOGIES – HR AND PAYROLL

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