Five9 Statement of Work

Five9 Solution Summary

Unity will deliver a cloud-based Voice Contact Centre solution (“VCC”). The Five9 VCC solution will be implemented for agents and supervisors, providing inbound contact center capabilities with Automatic Call Distribution (“ACD”) and Interactive Voice Response (“IVR”) queues, real-time monitoring, contact center reporting, and call recording. The agents and supervisors will have inbound and outbound calling capabilities. The VCC Solution is delivered with comprehensive functionality, empowering management with enhanced abilities to monitor, forecast, and manage the call activity. This portfolio of features will provide supervisors and agents access to all of the tools necessary to achieve <the customer’s> contact center and business objectives.

The VCC Solution is developed as an open platform, providing rich open Application Programming Interface (APIs) and Software Development Kit (SDKs), which will provide (customer name) VCC enhanced integration to Customer CRM (if applicable) and to the Microsoft Teams environment. These integrations can provide <the customer> with immediate and measurable results but more importantly, a future-ready, flexible and always evolving solution. This implementation includes project hours for implementation, training, and go-live support of the VCC and leverages Unity’s industry-leading project methodology.

The scope of this engagement provides implementation services for:

• 1 Customer tenant

• 1 Customer site

• 1 VCC deployment

• 1 Customer business unit

• Language support for English and French

The Unity project methodology follows a six-phased approach where each phase builds on the previous activity, achieving clear, measurable goals resulting in the delivery of a solution that aligns with the Customer’s requirements and objectives. Each phase is focused on specific activities, deliverables, and milestones that must be completed and accepted by The Customer before moving on to the next phase.

1. Initiation

This engagement phase is focused on provisioning, readying the necessary resources for implementing the Five9 VCC solution and conducting a Project Kick-off with the Customer.

2. Definition

This engagement phase targets project scheduling and discovery sessions to identify and document use cases that will drive functionality.

3. Configuration, Testing and Training

This phase of the engagement is focused on design, building, and testing activities, resulting in a Five9 VCC environment that aligns with the Customer’s requirements as documented and approved during the Definition phase.

4. Deployment

This phase of the engagement includes the activation of Five9 VCC in the Customer’s production environment. The package includes 1 day of on-site support for cutover and subsequent monitoring and tuning.

5. Adoption

This phase of the engagement provides regular checkpoints to review solution performance in the production environment and mentoring of customer resources in the use of.

6. Closing

This engagement phase establishes formal Customer acceptance of the Five9 VCC solution as delivered by Unity.

Initiation

The engagement's Initiation Phase focuses on Customer readiness and activating the necessary resources for implementing the VCC Solution. The inclusions for deliverables and responsibilities are not limited to those noted below.

Deliverables:

• Provisioned VCC domain and services

• Customer readiness to begin implementation

• The implementation team is assigned

• Remote kick-off call with Customer and Unity team

Initiation Phase Completion Milestones:

• Sales handoff to professional services implementation team

• Remote discovery scheduled

• Customer team begins online VCC application and solution training

Unity Responsibilities:

• Verify Customer domain log-in

• Conduct project kick-off call and review discovery preparation documents with the Customer

• Identify and assign resources to the project roles based on the Customer's order

• Coordinate and manage resources and work with Customer project manager to achieve an on-time completion of the project

• Work with the Customer project manager to establish schedules, allocate resources, and establish responsibilities

• Issue communication on project status, which at minimum includes holding weekly project status calls and providing weekly project status reports to Customer

Platform Engineer / Technology Specialist:

• Act as the primary technical contact for the duration of the project

• Perform configuration activities

• Conduct training sessions on VCC for designated Customer staff

• Connectivity services

• Coordinate and manage activities related to connectivity from the hosted data center(s) to Customer location(s)

Customer Responsibilities:

• Complete connectivity assessment test ("CAT")

• Complete Customer proprietary network information ("CPNI") forms

• Gather internal documentation related to call flows, business requirements and other topics relevant to the deployment of Customer's contact center as discussed in the Project Kick-Off

• Register for online VCC application and solution training

• Identify internal subject matter experts (“SME” s) to participate in the implementation project, to include the following:

  • Network connectivity

  • Laptop/desktop configuration

Unity Responsibilities:

• Organize required Customer resources to complete requirements definition, perform review of deliverables, and sign-off on project deliverables.

• Assign appropriate resources to work perform user acceptance testing (“UAT”).

• Identify and schedule training class attendees and facilities in connection with any training to be provided for the VCC Solution.

Contact Center Supervisors/Managers:

• Requirement’s definition

• Solution testing

• Supervisor training

Contact Center Operational SMEs:

• Requirement’s definition

• Solution testing

• Supervisor and reporting training

Definition

The Definition Phase of the engagement produces several key artifacts that will govern the direction of the implementation engagement.

Deliverables:

• Remote discovery session

• Project charter

• Call flow diagrams

• Project plan and weekly status report to include project hours and burndown rate

• Established weekly project calls

Definition Phase Completion Milestones:

• Remote discovery completed

• CAT successfully completed

• Project charter sign-off

• Project schedule baseline sign-off

Unity Responsibilities:

• Conduct remote discovery sessions

• Establish the scope for the engagement and develop a project charter to capture Customer requirements gathered during discovery sessions

• Develop call flow diagrams

• Develop a project plan and schedule baseline

• Establish a weekly project call schedule and agendas

• Generate a weekly status report

• Establish Customer roles and responsibilities for each phase of the implementation project

• Define project acceptance criteria

• Confirm successful completion of connectivity assessment test

• Establish a change control process to accommodate changes in project scope over the implementation lifecycle

Customer Responsibilities:

• SMEs participate and are fully engaged in the project kick-off and discovery meetings

• Provide sign-off on the project charter

• Review and approve the project plan

• Identify personnel to attend weekly project calls

• Identify an executive sponsor for the project

• Identify SMEs to participate throughout the engagement lifecycle

Deliverables:

• Identification of which users will be assigned Microsoft Teams licenses

• Selection and acquisition of endpoint devices by user

• Additional training requirements for users and admin staff

• Determination of specific telephony features to be programmed and associated costs

• A structured support plan that identifies Unity and Customer responsibilities during the migration phase

Configuration and Testing

The Configuration Phase of the engagement is focused on design, build, and test activities resulting in VCC Solution platform configurations that align with the Customer's requirements as documented and approved during the Definition Phase.

Deliverables:

• Configure VCC Solution platform

• Quality assurance testing

• Training

• User acceptance test Plan

• End-user VCC application and solution training

• Go-live readiness assessment

• Customer approval to go live

Configuration and Testing Phase Completion Milestones:

• VCC Solution platform configuration is complete

• Quality assurance testing is complete

• Customer user acceptance testing is complete

• Train the trainer to complete

• Customer sign-off for UAT

• Customer approval to go live

Unity Responsibilities:

• Configure VCC

• General VCC Domain Settings

• FTP Login information to transfer

• Add customer provided Recordings

• Scheduled reports

• Agent/Supervisor data and permissions

• User profiles and permissions

• Agent groups

• Standard HTML agent scripts

• Worksheets

• Speed dials for 3rd party transfers (for up to 100 speed dials)

• Disposition codes

• Reason codes for Logout and Not Ready states

• Reporting (limited to configuring standard reports)

• Recording channels

• VCC Inbound Settings

• IVR Call scripts (limited to 30)

• Basic call routing

• DTMF only IVR functionality

• Voice prompts

• Basic web services for data retrievals to support IVR call flow logic

• DNIS mapping

• Inbound Campaign Properties

• VCC Outbound Settings

• List configuration (Dynamic lists/import list)

Testing, Training, and Readiness Assessment:

• Perform quality assurance of VCC Solution platform configurations as defined in the project charter

• Provide to Customer a sample template for a UAT plan and test case scenarios

• Provide guidance to Customer in the development of UAT plan and test scenarios to be executed during the Deployment Phase of the engagement

• Address defects identified during Customer's UAT and as provided to Unity by the Customer on a daily defect summary report

• Address defects identified during Customer's UAT

• Deliver Train-the-Trainer sessions for Agent, Supervisor, Reporting, and Administrator roles

• Obtain Customer sign-off on UAT

• Perform go-live readiness assessment

• Final assessment of go-live readiness against success criteria

• Schedule go-live

Customer Responsibilities:

• Active participation in weekly status and other project meetings

• Actively participate in VCC Solution platform configuration activities with the project team

• Attend and complete VCC train-the-trainer sessions

• Develop and document user acceptance test plan and cases

• Develop test data for user acceptance testing

• Communicate to any defects identified during UAT via consolidated defect summary report, delivered once per day

• Conduct UAT

• Complete and provide sign-off on UAT

• Conduct VCC training sessions for Agents and Supervisor roles

• Review Unity assessment of go-live readiness and provide approval to move forward with go-live

• Provide recordings of all prompts to be used in the IVR Script(s).

Deployment

The Deployment Phase of the engagement marks the cutover from Customer's legacy systems and services to the VCC Solution.

Deliverables:

• VCC platform go-live

Deployment Phase Completion Milestones:

• Go-live complete

Unity Responsibilities:

• Perform go-live cutover

• Monitor and adjust VCC Solution environment as live traffic flows into the platform

Customer Responsibilities:

• Active participation in weekly status and other project meetings

• Identify and schedule resources to monitor VCC Solutions functionality during go-live for Customer Agents and Supervisors and report issues to Unity implementation team

• Provide timely feedback on VCC Solution performance and issues post go-live

When porting DIDs, Customer will be responsible for providing:

• A copy of the most recent invoice from your current carrier (Note: this should be the detailed invoice not a summary and it should include location-specific details, showing the location for numbers you are requesting to be ported)

• Recent Carrier Equipment Record (existing carrier fees may apply)

• Unity SIP account number

• Completed Letter of Agency (LOA) - (Needed one time only)

• 411 Listing form (if business listing required)

• RespOrg Form (toll-free only)

Where DIDs are to be ported, Customer should allow between 2 and 6 weeks to ensure the appropriate documentation has been provided to ensure porting success.

Deliverables:

• DIDs added or ported, as required

• DIDs to be tested with non-agent users by Customer

Adoption

The adoption phase of the engagement prepares the customer to assume control of the newly deployed VCC Solution. Regular checkpoints allow for solution design review and mentoring of Customer resources in key VCC Solution functions.

Deliverables:

• Optimized VCC Solution environment based on live traffic

• Weekly adoption checkpoints (up to 4 weeks)

• Final status report

Adoption Phase Completion Milestones:

• Project charter final sign-off

Unity Responsibilities:

• Monitor and adjust VCC Solution configurations for up to 4 weeks following production deployment

• Perform a final review of VCC Solution against business requirements defined in the project charter and implementation workbook

• Conduct weekly adoption checkpoint meetings with Customer for up to 4 weeks following production deployment

• Prepare for transition to support team for ongoing services

Customer Responsibilities:

• Attend weekly checkpoint meetings

• Attend scheduled meetings introducing the support team

Closing

The Closing Phase of the engagement establishes formal acceptance of the VCC Solution configuration delivered.

Deliverables:

• Handoff from professional services implementation team to the support team

• Project closure meeting

Closing Phase Completion Milestones:

• Implementation to customer success transition completed

Unity Responsibilities:

• Complete transition to the support team

• Schedule and conduct a project closure meeting

• Provide a completion satisfaction survey

Customer Responsibilities:

• Participate in scheduled transition meetings with the support team and account management

• Attend a project closure meeting

• Complete a satisfaction survey

• Maintain VCC Solution configurations after completion of this engagement and manage any future development, configurations, additions, or changes

• Provide ongoing maintenance and support of web services application utilized by the VCC Solution and that <the customer> creates for the solution.

Additional Customer Specific Responsibilities:

• Providing all network connectivity, IP addressing schema, any firewall changes, and to provide a network fully capable of supporting QoS

• Provide remote access

• Gather internal documentation related to call flows, business requirements, and other topics relevant to the deployment of Customer's contact center as discussed in the Project Kick-Off

• Participate in User Acceptance Testing

• Provide all required announcements and greetings

• Register for online VCC application and solution training

• Ensure that laptop and desktop configurations meet the manufacturer’s minimal requirements

• Deployment of the soft client agent application

Features not included:

• Web Chat Integration

• E-mail Integration

• Outbound Dialer Integration

• CRM Integration

• Workforce Optimization

• Intelligent Voice Agent (IVA)

• Custom Reporting

• Natural Language Processing

• Essential QM Integration

• MS Teams Integration

• Legacy PBX Integration

• Telephony Connect

General Implementation Guidelines

To ensure a successful implementation, Unity has defined the following general guidelines.

Project Schedule

Once the Customer has signed this SOW, Unity will proceed with scheduling Unity resources to begin the single-phase implementation (unless otherwise specified as multi-phase). Prior to the start of the implementation, Unity will meet with the Customer representatives to develop an Implementation Plan with key milestones for the implementation.

Product Configuration: Unity will provide certified engineers to perform all work under this SOW to comply with manufacturers recommended implementation procedures. Before the in-service date, Unity will perform standard test procedures to ensure equipment operates according to manufacturers' published specifications.

Completion of Services

Cutover will occur once Unity has completed the implementation per the Implementation Plan. Unity is not responsible for the removal, disposal, and cleanup of all existing cable, telephony, and associated equipment. Customer can request that Unity provide this service before cutover at an additional cost to the customer.

General Project Assumptions

• Project Changes: Any project changes or delays to the schedule will be managed via the Change Management Process.

• Documentation: All documentation and custom-developed materials provided by Unity will be in the format chosen by Unity.

• Work Location: Services will be delivered on-site and/or remotely.

• Work Hours: Unity’s standard service hours are 08:00 to 17:00 Monday through Friday local time, excluding Unity’s designated holidays. Out-of-hours support is included in this project.

• Cutover: Unity will notify Customer in advance of each planned cutover; systems may be unavailable during this time. Cutover and testing will occur after normal business hours.

Key Requirements

As part of the installation, Unity will require the following key information from the Customer:

Site Safety Orientation

The customer will provide available dates to Unity for any site-specific orientation and/or training. Customer will also outline areas that require specialized PPE and any confined spaces where Unity employees might have to access during their time on-site.

Access to Customer Sites

Customer will provide full access to all site locations as needed by Unity to perform its responsibilities under this SOW. Any refusal of access shall relieve Unity of its obligations as outlined in this SOW, and the implementation schedule shall be revised to reflect the delay. Customer will also provide a suitable work area for Unity personnel.

Implementation Contact

The customer will assign an implementation contact for Unity to contact during the entire implementation phase. Along with the implementation contact, the Customer will also provide Unity with access to any Information Technology (IT) professionals from the Customer who are able to make decisions regarding key LAN/WAN/Telephony issues.

Building Requirements

In order to ensure the building is suitable for the implementation set forth in this SOW, Unity requires the following building conditions to be met by the Customer. If these conditions are not met, Unity is not responsible for any delays in the implementation schedule and is also not responsible for any additional costs incurred to ensure the building is suitable for installation.

Cable Installation Requirements

The customer will ensure all cabling infrastructure (including but not limited to conduits, floor ducts, overhead troughs, floor access, drilling holes, monuments, moving equipment, and furniture, etc.) is suitable for the installation of cable necessary for the implementation outlined in this SOW. The customer is responsible for any additional costs that may be incurred for the supply and installation of any infrastructure that is required for the cable installation. It is assumed that any existing cable ducts, troughs, and/or conduits have sufficient space remaining to install new cabling as required for this implementation.

Power and Environmental Specifications

Unity will provide the Customer with the necessary power and environmental specifications published by the equipment manufacturer. Unity assumes that the customer has adhered to these specifications as well as any local electrical code requirements. The Customer will provide power to purchased equipment through an adequate number of circuits provisioned according to the equipment manufacturer’s specifications. If the Customer has not met the above, the customer will assume responsibility for the cost to supply and install any infrastructure required to accommodate the published specifications. Unity recommends the installation of a UPS providing 60 minutes of standby power (as a minimum requirement). Installation of power conditioning/surge suppression devices for all equipment is highly recommended.

The customer will also provide a building ground as outlined by the manufacturer for all electrical and electronic equipment. The grounding bar will need to be tested by a certified electrician to confirm that no foreign voltage or floating voltage exists on the provided building ground bar that could potentially cause damage to the new equipment. A certificate of good health will need to be provided to Unity by the electrical company for the installation of any new electrical power and grounding bars.

Site Layout

If available, the Customer will provide Unity with signed, complete, and accurate current floor plans that identify the placement of all desktop devices, voice mailbox users, and PCs. If the Customer requests the generation of required floor plans by Unity, Unity will provide the Customer with an additional quote for these services.

Cable Plant and Cross-Connect Records

The customer’s existing cable plant should conform to the EIA-T568B or UL/CSA standards and follow accepted wiring practices. Failure of the cable plant to meet the minimum acceptable requirements may result in a delayed cutover and/or additional expense. The customer will provide Unity with a complete set of up-to-date cable records. Should these cable records be inaccurate or unavailable, Unity may require the purchase of cable “Tone & Testing.” Current cable plant and cross-connect records will be generated from the tone and testing procedure.

Network Services Verification & Liaison

All network service relating requirements will be assumed by the Customer to include the ordering and delivery acceptance of any required network services (unless otherwise requested by the Customer.) A delivery date for any new network services to be performed will be documented in the Project Plan once agreed to by all parties (Network Provider, Customer, and Unity).

Unity requires up-to-date Network Service Provider records to include information regarding existing network services and any planned services with expected delivery dates. If these records are not accurate and Unity needs to then verify and document existing network services, Unity will provide an additional quote to the Customer for these additional charges prior to proceeding with the implementation.

Receipt of Equipment

Unity will coordinate equipment delivery with the Customer based on a mutually agreed delivery schedule for all equipment, noting that equipment may be scheduled to arrive on various dates. Once the equipment has arrived at the Customer's site, Unity and Customer will do an inspection and inventory of all delivered equipment. Any issues will be documented by Unity. To confirm receipt of all equipment, Unity will provide at the time of delivery a Notice of Equipment Delivery (NED) form, which will be signed by the designated contacts for Customer and Unity provided there are no issues with the delivery.

Any special access requirements needed to accommodate the delivery are to be made by the Customer. Any costs incurred for required building alterations relating to the equipment installation outlined in this SOW are the responsibility of the Customer.

Once the equipment arrives on the Customer's site, the Customer is responsible for all the equipment and for providing secure storage for the equipment.

Customer Supplied Equipment

All Customer provided servers, virtual servers, and client PCs must meet the hardware and software specifications required for all application software purchased. Unity will provide The Customer with these specifications prior to installation. If the equipment does not meet specifications, Unity will provide the Customer with additional quotes on request for any servers required to meet specifications.

Customer Requirements

During project kickoff, the Customer and Unity will review the services to be performed and develop a written project schedule identifying agreed-upon dates for performance of the services. Unity personnel and other resources will be assigned to the project in accordance with the agreed-upon project schedule at that time. If the Customer cancels or reschedules any of the scheduled services or if there is a change to such dependencies and assumptions, then the change order process noted above will be invoked, and additional charges may apply. If a project is placed on hold, it creates additional work to stop and then later re-engage, requiring a change order to restart the project later, adding extra work.

Customer’s failure to meet the Customer requirements in accordance with this SOW could cause project delays, slippage in the project schedule, and increased project costs.

Customer is to provide the following:

• Provide a contact list for the project and ensure the availability of required resources for the duration of the project

• Customer must provide a dedicated area for Unity personnel to work uninterrupted, with dedicated access to telephone and network connection

• Customer must obtain any necessary permits or licenses required prior to installation of the product

• For VoIP (Voice over Internet Protocol) Solutions, Customer must have a network ready to support VoIP and video traffic with Quality of Service (QoS)

• Customer is required to provide all licensed VMWare and any other Operating System software with sufficient support that meets minimal requirements as per deployment/product documentation from the manufacture. Please note: some applications require the customer to supply licensed Windows Server Operating System and the required database server/software requirements.

• Customer is to provide all server hardware that meets minimum requirements to run the various voice applications

• Customer to provide all UPS, data networking cabling, data switch hardware and racking equipment

• Customer is responsible for the setup of remote users with their VPN connectivity; Unity is not responsible for the Quality of Voice over the Internet or troubleshooting issues with customer-provided networking and Internet carrier or Internet Technologies/Networking Devices.

• Provide required IP address and LAN connection for admin terminal access

• Provide a detailed network diagram

• Provide DHCP, HTTPS, FTP, and File server for backups as required by the system Manufacturer; Provide VPN (Virtual Private Network) access to LAN for both system installation and remote maintenance and installation of network devices

• Provide appropriate security for the installed equipment, e.g., locked equipment rooms, electrical boxes, racks, etc.

• Provide appropriate length patch cables as required for the telephone sets

• Notify Unity of any changes to the data and voice network during the project time frame

• Customer must supply earth ground in proximity to each server installation which must be connected to the building structure’s main ground

• Decommissioning and disposal of any existing equipment

• For VoIP (Voice over Internet Protocol) Solutions, Customer must have a network ready to support PoE, QoS, for VoIP and video traffic

• Host names for the relevant voice application servers

• Floorplan with DID and/or extensions identified

• NTP server

• DHCP server and scope

• DNS server

• Call recordings and greetings

• Provide necessary firewall clearance for the various voice applications as required

• Provide all local TELCO coordination

• NTP Server IP address

• SSL certificates if applicable

• Provide secure remote access

• Customer provided usernames and passwords for day-to-day management

• Access to the locations where the equipment will be installed

• Security, integrity, location, and capacity of backup data storage to be maintained by the customer

• All the information required for backup/restore activities including backup location, IP addressing, username, and passwords

• Customer to provide backup server and credentials

Change Management / ICO Process

This Statement of Work represents our most current and accurate understanding of the required activities and associated billable hours. Delays in the project that are outside of Unity’s control, for example, due to force majeure, or caused by parties other than Unity (and its subcontractors) will lead to additional charges.

Changes consist of but are not limited to:

• Additional labor resulting from changes to the configuration, integration notes from a 3rd party vendor, new software applications, or additional hardware requirements.

• Additional labor resulting from Customer requested changes to the implementation schedule.

• Changes to the timing of the work effort from normal to after hours.

Overtime Rate (1.5 x Standard Hourly Rate) Premium Overtime Rate (2.0 x Standard Hourly Rate)

• Evenings Monday-Friday 5:00 PM – 8:00 AM Saturday

• 12:00 AM (midnight) Monday 8:00 AM Saturday 8:00 AM – 12:00 AM (midnight) Unity designated holidays

Out of Scope

Anything not specifically stated in the statement of work is considered out of scope for this project, especially but not limited to the following examples:

• Physical Infrastructure (racking equipment, data switches capable of supporting QoS with PoE, cabling, power, from switch to equipment “racks cabling,” from wall to phones or phones to Computer, etc.) to support the solution are not included unless specifically identified in this statement of work.

• Manufacturer product certification and installation instruction.

• Testing of Customer provided equipment.

• Resolving interoperability issues with the solution provided by other vendors.

• This Statement of Work is based on the best information at the current time and is meant to form the basis of a specific work plan for the project described here. Any modification to existing customized applications or 3rd party vendor solutions unless otherwise specified may result in additional fees.

• Setup of VMWare instances.

• Unity is not responsible for the decommissioning and removal of the existing system however can assist with providing contact details on equipment brokers to support this requirement if desired by the Customer.

• PRI/SIP provisioning from Carrier and Telco coordination (excluding Unity SIP Services).

• CTI screen POP capabilities.

• Database integration or database dipping.

• Door controllers.

• Overhead paging.

• Overhead music on hold.

• TAPI.

• Call back request or call back assist.

• Workforce optimization.

• Wi-Fi.

• VMWare software.

• Wireless access points.

• Voice recordings and greetings.

• Wallboard integration.

• Live call monitoring or recording.

• Customized call reporting or training.

• Server hardware.

• Screen capture/recording.

• Quality workforce management.

• Coach and learn.

• Scorecards and reporting.

• Workforce management.

• Quote does not include system decommissioning or disposal.

• Providing server hardware or hard drive space for system backups and the storage of system backups.

• Quote does not include CTI, TAPI, IVR, Dialer, Wallboard or any other integration to any 3rd party applications.

• Quote does not include enabling any multi-media functionality for advanced contact types.

• Quote does not include taxes, shipping and handling, these additional costs will be added separately.

Scope of Work Modifications

Customer is required to communicate any changes or modifications to this Scope of Work to Unity. Upon acceptance and agreement by Unity, necessary adjustments will be made either directly to this SOW or through the issuance of a Change Order form. The Schedule of Equipment and Services, including pricing, and the Project plan will also be updated to incorporate the approved changes. Unity will collaborate closely with the Customer to assess and mitigate potential impacts on projected milestones and the cut-over date.

Unity will not be held responsible for delays in the implementation resulting from changes initiated by the Customer to this Scope of Work.

This SOW is subject to the terms of the Transactional Agreement for Sale of Services ("Agreement") executed between Unity Connected Solutions and the Customer. In case of any conflict between this SOW and the Agreement, the Agreement shall take precedence. Capitalized terms will have the meanings ascribed in this document or in the Agreement. Unless explicitly stated otherwise in this SOW, if a conflict arises between this SOW and the terms of the Agreement, the specified order of precedence in the Agreement will be followed. In the absence of such an order, the terms of the Agreement will prevail.

By signing or electronically authorizing this SOW, the Customer acknowledges that it has reviewed and agreed to its terms. The Customer's duly authorized representative executes this SOW with the intent to be legally bound, recognizing the receipt and adequacy of good and valuable consideration, as acknowledged by Unity. The effective date is, where manual signature is required, the date on which the last party signs this SOW. Otherwise, it is the date when Unity makes the order confirmation available or provides it to the Customer (both referred to as the "SOW Effective Date").