[{"data":1,"prerenderedAt":977},["ShallowReactive",2],{"handbook-\u002Fhandbook\u002Fsales\u002Fprofessional-services\u002F":3,"handbook-nav":211},{"id":4,"title":5,"body":6,"description":12,"extension":204,"meta":205,"navigation":206,"path":207,"seo":208,"stem":209,"__hash__":210},"handbook\u002Fhandbook\u002Fsales\u002Fprofessional-services.md","Professional Services",{"type":7,"value":8,"toc":194},"minimark",[9,13,16,21,24,29,32,41,45,48,51,55,63,67,158,162,167,183,187,190],[10,11,12],"p",{},"FlowFuse offers Professional Services (PS) to help customers deliver work that\ngoes beyond standard product support, such as migrations, integrations, and\nsolution builds. PS is scoped and captured in a Statement of Work (SoW),\nseparately from the subscription.",[10,14,15],{},"This page sets out how we scope a PS engagement and write the SoW. It exists to\nstop two recurring problems: SoWs written from second-hand notes, and solutions\ndesigned before we understand what the customer actually needs.",[17,18,20],"h2",{"id":19},"principles","Principles",[10,22,23],{},"Two rules govern every PS engagement.",[25,26,28],"h3",{"id":27},"_1-whoever-writes-and-delivers-the-sow-takes-part-in-scoping-it-with-the-customer","1. Whoever writes and delivers the SoW takes part in scoping it with the customer",[10,30,31],{},"We do not write a SoW from a brief that someone else captured on our behalf. A\ncolleague's notes are useful background, but they are not a substitute for the\ndelivery person hearing the requirements first-hand. Detail and intent are lost\neach time requirements are passed along, and the person responsible for delivery\nis the one who needs to ask the follow-up questions.",[10,33,34,35,40],{},"In practice: before any SoW is drafted, the person who will write and deliver it\njoins a scoping conversation with the customer. This can be part of a discovery\nor technical call (see ",[36,37,39],"a",{"href":38},"\u002Fhandbook\u002Fsales\u002Fmeetings\u002Fdiscovery\u002F","Discovery Meeting",")\nor a dedicated session. If that conversation has not happened, the SoW is not\nready to be written.",[25,42,44],{"id":43},"_2-we-agree-what-the-customer-needs-before-we-propose-how-to-build-it","2. We agree what the customer needs before we propose how to build it",[10,46,47],{},"The \"how\" (the architecture, tooling, and implementation approach) comes after we\nunderstand the outcome the customer wants and why. Settling on a solution before\nscope is agreed leads to SoWs that solve the wrong problem.",[10,49,50],{},"Anyone is welcome to suggest approaches at any point, but until scope is agreed\nthose suggestions are non-binding options, not decisions. The PS deliverer owns\nthe final solution design. Presenting an early idea as the way we will build\nsomething, before the need is understood, is the thing we are trying to avoid.",[25,52,54],{"id":53},"_3-we-do-not-discuss-costing-until-the-sow-content-is-agreed","3. We do not discuss costing until the SoW content is agreed",[10,56,57,58,62],{},"Costing follows scope. We do not put a price or an estimate in front of the\ncustomer, and no one commits to numbers on our behalf, until the technical\ncontent of the SoW has been agreed with the customer. Discussing cost before the\nwork is defined either anchors the customer to a figure we cannot stand behind or\ncommits us to work we have not scoped. Once the SoW content is agreed, prepare\nthe costing and quote by following\n",[36,59,61],{"href":60},"\u002Fhandbook\u002Fsales\u002Fengagements\u002F","Engagements & Pricing",".",[17,64,66],{"id":65},"the-flow","The flow",[68,69,74],"pre",{"className":70,"code":71,"language":72,"meta":73,"style":73},"language-mermaid shiki shiki-themes material-theme-lighter material-theme material-theme-palenight","flowchart TD\n    Disc[\"Scoping conversation with customer\u003Cbr\u002F>(PS deliverer present)\"]\n    Needs[\"Requirements & outcomes agreed\"]\n    SoW[\"SoW technical content drafted by the PS deliverer\"]\n    Agreed[\"SoW content agreed with customer\"]\n    Cost[\"Costing & quote\"]\n    Deliver[\"Delivery\"]\n\n    Disc --> Needs\n    Needs --> SoW\n    SoW --> Agreed\n    Agreed --> Cost\n    Cost --> Deliver\n","mermaid","",[75,76,77,85,91,97,103,109,115,121,128,134,140,146,152],"code",{"__ignoreMap":73},[78,79,82],"span",{"class":80,"line":81},"line",1,[78,83,84],{},"flowchart TD\n",[78,86,88],{"class":80,"line":87},2,[78,89,90],{},"    Disc[\"Scoping conversation with customer\u003Cbr\u002F>(PS deliverer present)\"]\n",[78,92,94],{"class":80,"line":93},3,[78,95,96],{},"    Needs[\"Requirements & outcomes agreed\"]\n",[78,98,100],{"class":80,"line":99},4,[78,101,102],{},"    SoW[\"SoW technical content drafted by the PS deliverer\"]\n",[78,104,106],{"class":80,"line":105},5,[78,107,108],{},"    Agreed[\"SoW content agreed with customer\"]\n",[78,110,112],{"class":80,"line":111},6,[78,113,114],{},"    Cost[\"Costing & quote\"]\n",[78,116,118],{"class":80,"line":117},7,[78,119,120],{},"    Deliver[\"Delivery\"]\n",[78,122,124],{"class":80,"line":123},8,[78,125,127],{"emptyLinePlaceholder":126},true,"\n",[78,129,131],{"class":80,"line":130},9,[78,132,133],{},"    Disc --> Needs\n",[78,135,137],{"class":80,"line":136},10,[78,138,139],{},"    Needs --> SoW\n",[78,141,143],{"class":80,"line":142},11,[78,144,145],{},"    SoW --> Agreed\n",[78,147,149],{"class":80,"line":148},12,[78,150,151],{},"    Agreed --> Cost\n",[78,153,155],{"class":80,"line":154},13,[78,156,157],{},"    Cost --> Deliver\n",[17,159,161],{"id":160},"writing-the-sow","Writing the SoW",[10,163,164,165,62],{},"The SoW is written by the person who will deliver the work, grounded in what was\ndiscussed with the customer. For commercials and quoting, follow\n",[36,166,61],{"href":60},[168,169,170,174,177,180],"ul",{},[171,172,173],"li",{},"Lead with the technical scope and outcomes. Put commercials and costings last.",[171,175,176],{},"Only list what is in scope. Do not add an out-of-scope section unless the\nmatching item has been stated as in scope.",[171,178,179],{},"Write for the customer. Keep internal shorthand out of it.",[171,181,182],{},"Tie each deliverable back to a need raised in the scoping conversation.",[17,184,186],{"id":185},"sharing-what-we-learn","Sharing what we learn",[10,188,189],{},"If Professional Services are rendered, document the learnings in issues,\ndocumentation, and blog content so that the information gleaned is available to\nthe rest of the organization and the public.",[191,192,193],"style",{},"html .light .shiki span {color: var(--shiki-light);background: var(--shiki-light-bg);font-style: var(--shiki-light-font-style);font-weight: var(--shiki-light-font-weight);text-decoration: var(--shiki-light-text-decoration);}html.light .shiki span {color: var(--shiki-light);background: var(--shiki-light-bg);font-style: var(--shiki-light-font-style);font-weight: var(--shiki-light-font-weight);text-decoration: var(--shiki-light-text-decoration);}html .default .shiki span {color: var(--shiki-default);background: var(--shiki-default-bg);font-style: 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