What to Expect Post-Launch:

What happens next once you've successfully launched ShotFlow into production? This guide provides an overview of what to expect, including change order processes, ongoing support, and cost structures.

TABLE OF CONTENTS

• Client Change Orders - Review and Refine (up to XX days Post-Launch)
• Client Change Orders (Ongoing)
• Non-Billable Changes:
• Requesting a Client Change Order
• Remaining Professional Services Hours
  • Turnaround Times and Cost per Hour
• Ongoing Support

Client Change Orders - Review and Refine (up to XX days Post-Launch)

After the production launch, some changes may be billable. However, the typical client change order process does not apply during this initial post-launch period. The duration of this period will be communicated prior to the production launch. Importantly, turnaround times will not be subjected to higher rates per hour during this period.

Client Change Orders (Ongoing)

Following formal acceptance of User Acceptance Testing (UAT), post-production changes may be billable. Examples of such changes include, but are not limited to:

• Data mapping (changes/additions)
• Shot Logic (changes/additions)
• Sample Logic (changes/additions)
• Campaigns/Jobs/Channels/Projects/Requests Logic (changes/additions)
• XMP Metadata Schema (changes/additions)
• Adding new fields (changes to app structure)

Non-Billable Changes:

Some post-launch changes may not incur charges, including:

• Changes specified in an existing Statement of Work (SOW) that were not implemented/discovered during Pre-Launch.
• Changes required to address errors on the ShotFlow side.

Requesting a Client Change Order

When requesting a Client Change Order, please:

1. Complete the Client Change Order form: Only an authorized approver can submit this form, which includes details on the change type, desired implementation timeframe, and approval from the authorized approver.
2. Provide required documentation: For logic changes, this typically involves the Master Logic Document.
3. Authorize a minimum charge: A minimum charge of one hour is required for the analysis of the change request.
4. Receive an estimate: Professional Services will provide an estimated number of hours needed to implement the changes. This includes time for sandbox environment implementation (if necessary), review, and production implementation.
5. Approve the estimate: Based on the Professional Services cost per hour.
6. Implementation and Review: Changes will proceed in the Sandbox and/or Production environment. User Acceptance Testing (UAT) and updated workflow documentation will be provided if needed.

Remaining Professional Services Hours

Before accepting estimated hours for any Client Change Order Requests, ShotFlow will inform you of any remaining pre-purchased Professional Services (PS) hours. These hours can be applied towards the implementation of changes or additions. If no PS hours remain, approval of the estimated hours will result in an invoice. Should you request a faster turnaround time at a higher rate, up to 2 pre-paid hours may be consumed to cover one actual hour of work.

Turnaround Times and Cost per Hour

• 15+ business days: $225/hr
• 10-14 business days: $300/hr
• 5-9 business days: $400/hr
• Less than 5 business days: $500/hr

Ongoing Support

ShotFlow offers various resources to ensure client success, many of which are at no cost (except where noted):

• Help-Desk: Log tickets for questions, changes (subject to Client Change Orders), feature requests, and bugs.
• Ad-hoc Calls: Scheduled as needed to clarify issues or requests.
• Knowledge Base: A self-help portal with reference guides, images, and videos covering all aspects of ShotFlow, including best practices and third-party tool integrations.
• Training: On-site and virtual training options are available. All clients receive 10 hours of virtual training at no cost. Additional training and on-site sessions are chargeable and can be deducted from purchased Support Packages or invoiced.
• Workflow Documents: Workflow documents will be updated as your workflows change to offer continued support.
• Video Content: All ShotFlow events and Summits are recorded and available for review on Vimeo.
• Quarterly Business Reviews (QBRs): Conducted with Account Management/Client Services and Support.

This guide aims to provide clarity on what to expect after launching ShotFlow. For further information, please refer to the additional resources available in our Knowledge Base or contact our support team.