T28 SaaS implementation statement of work

SaaS implementation statement of work

A printed project plan with colored phases on a meeting table

Draft for signature Silverline Credit Platform: NCino-style lending suite Fixed fee

What Keystone Cloud Partners will deliver to implement Silverline Credit's new lending platform, who is responsible for what, and what "done" means for each phase. Both parties sign this statement of work before implementation begins.

Engagement

Sample template: the firm, people, clients and figures are fictional and shown for illustration only.

Scope of this engagement

Keystone will configure the platform's loan application, underwriting workflow and document generation modules for Silverline's consumer lending line, migrate existing loan templates, and train Silverline's operations team to administer the system independently after go-live.

RACI

Live example from the Dashboards app, shown with Harborline Logistics's demo data.

Activity	Keystone	Silverline Ops	Silverline IT	Platform vendor
Workflow configuration	R, A	C	I	I
Data migration from legacy system	R	A	C	I
SSO and identity integration	C	I	R, A	C
User acceptance testing	C	R, A	I	I
Production environment provisioning	I	I	C	R, A
End-user training delivery	R, A	C	I	I
Post-go-live support, first 30 days	R, A	C	I	C

R: Responsible, A: Accountable, C: Consulted, I: Informed. Each row has exactly one Accountable party.

Phases

Phase 1, Configuration (Weeks 1 to 4): Keystone configures workflow rules, approval tiers and document templates against the requirements gathered in discovery. Ends with a configuration walkthrough approved by Ingrid Sola.

Phase 2, Data migration (Weeks 3 to 6, overlaps Phase 1): Historical loan records and active applications migrate from the legacy system into the new platform, validated against a reconciliation report. Requires Silverline IT to provide a clean data export by the start of Week 3.

Phase 3, User acceptance testing (Weeks 7 to 9): Silverline Ops runs test cases covering the 6 priority loan scenarios agreed in discovery. Keystone fixes defects found during UAT; new feature requests found during UAT go through change control, not into this phase.

Phase 4, Training and go-live (Weeks 10 to 12): Keystone delivers admin and end-user training, runs a go-live readiness check, and provides 30 days of post-go-live support before handing off to the vendor's standard support channel.

Assumptions and exclusions

Assumptions this statement of work relies on

Silverline provides one dedicated Ops contact and one dedicated IT contact available at least 10 hours per week during the engagement.

The legacy system export is available in the vendor's standard CSV format; a non-standard export adds time to Phase 2.

SSO integration uses Silverline's existing identity provider, already licensed for this use.

UAT test cases are limited to the 6 priority scenarios agreed during discovery on Sep 5, 2026.

Explicitly excluded from this scope

Custom development beyond the platform's native configuration options.

Integration with any system not named in the discovery document, including the core banking system, unless added by change order.

Data cleansing of the legacy system prior to export; Silverline is responsible for export data quality.

Ongoing administration after the 30-day post-go-live support window; a separate retainer covers that if desired.

Change control

flowchart TD
    A[Change requested by either party] --> B[Engagement leads assess impact]
    B --> C{Affects fee or timeline?}
    C -->|No| D[Logged, proceeds within current scope]
    C -->|Yes| E[Written change order drafted]
    E --> F[Both sponsors sign]
    F --> G[Scope, fee or timeline updated]
    F -->|Declined| H[Change not made, original scope stands]

Any request that changes fee, timeline or the modules in scope requires a signed change order before Keystone starts the work. Verbal approval in a meeting does not authorize a change.

Acceptance criteria

Phase completion requires all items checked

Acceptance of each phase is a prerequisite for invoicing that phase, per the payment schedule in the signed order form.

Known risk: legacy export format unconfirmed

Silverline's legacy system vendor has not yet confirmed whether it can produce a standard CSV export or only a proprietary format. Owner: Silverline IT to confirm by Oct 1, 2026. If the export is non-standard, Phase 2 requires an additional data-mapping step, estimated at 1 to 2 weeks, added by change order rather than absorbed into the fixed fee.

Signatures

Party	Name	Role	Signature
Keystone Cloud Partners	Owen Faraday	Engagement Lead	Pending
Silverline Credit	Ingrid Sola	VP of Lending Operations	Pending
Silverline Credit	Victor Anh	Chief Operating Officer, budget approval	Pending

How to use this template

Duplicate this page once per implementation engagement. Replace the values below; if a required value is missing, write Needs review rather than estimating a fee, date or owner.

Variable	Meaning	Required
`{{client.name}}`	Client the statement of work covers	Required
`{{engagement.fee}}`	Fee structure and total, escaped as currency	Required
`{{engagement.target_completion}}`	Agreed completion date	Required
`{{phase.acceptance_criteria}}`	Acceptance criteria that close each phase	Required
`{{raci.accountable_party}}`	The single accountable party per RACI row	Required
`{{risk.description}}`	Any open risk affecting scope, fee or timeline	Optional

Do not begin work billed against a phase until that phase's acceptance criteria in the prior phase are signed off, and never treat a verbal change request as an approved change order.