STATEMENT OF WORK FOR FUELPLUS AIRLINE.ONE ONBOARDING SERVICES
The FuelPlus airline.ONE Onboarding Services cover the provisioning and deployment of FuelPlus airline.ONE on a FuelPlus-operated cloud environment powered by Oracle Cloud Infrastructure.
The key business objectives of the Onboarding Services are to:
- Provide rapid access to a ready-for-production FuelPlus airline.ONE instance with pre-populated base data such as default locations, countries, aircraft types, and market & financial data, as well as Customer-specific base data.
- Provide standard data interfaces via sftp to import and export data such as flight schedules, flight events, fuel tickets and invoices.
- Provide product orientation training to enable Customer to start using FuelPlus airline.ONE and to access further information via product tutorials and user guides.
After completion, Customer will be able to use a fully functional FuelPlus airline.ONE instance customized with Customer’s data and configured according to Customer’s needs.
3. The Onboarding Process
The Onboarding Services consists of a set of activities to set up the cloud infrastructure (tenant) and deploy and configure FuelPlus airline.ONE according to Customer’s requirements.
Core deployment configures system parameters, and pre-loads industry base data such as locations, countries, aircraft types, and market & financial data as well as customer-specific base data. In addition, a default folder structure is set up on the FuelPlus Cloud FTP Server to support the exchange of interface files for planning, operational and accounting data. Product orientation training is conducted to make Customer’s users familiar with the main product features and to provide further guidance on where and how to find useful supporting documentation, checklists, specifications, and tutorials.
Core onboarding ends with a formal acceptance of the deliverables (see section 9).
During onboarding, Customer will work remotely with the FuelPlus Onboarding Team to deploy, configure and customize Customer’s FuelPlus airline.ONE instance according to Customer’s requirements.
4. Activities – Onboarding
The activities performed cover the following tasks:
1. Kick-off and Briefing
Kick-off and delivery of the Customer Onboarding Plan (COP) that documents key-activities of the onboarding journey. The COP contains a set of key tasks for guidance to support Customer in the following areas:
a) Technical Briefing
i. High-level presentation of cloud environment architecture & components
ii. Network connectivity & integration
- Explanation of authentication and authorization model required to access the new cloud environment
- Integration walk-through explaining the standard interfaces (file-based in XML format or utilizing WebServices)
- Explanation of the standard sftp setup used for integration between FuelPlus cloud environment and external partners, as well as between FuelPlus cloud environment and Customer’s internal system
b) Business Briefing
i. Configuration checklist of FuelPlus airline.ONE system parameters, including the initial list of users
ii. Introduction to pre-populated base data, and options for providing customer-specific base data to FuelPlus for upload into the system
iii. Introduction to the FuelPlus Customer Portal, and FuelPlus Online Help
iv. Briefing awareness check
2. Deployment and Configuration
a) Provision the customer’s tenant in the cloud environment
b) Install the default seed database and pre-load industry base data
c) Load customer-specific base data
d) Configure tenant based on the COP
e) Configure initial users using standard roles
f) Set up authentication
g) Customize start page
h) Configure standard industry data feeds as per COP
i) Configure product license as per purchase order
j) Configure product interfaces using default parameters in line with product license
k) Configure default batch schedule
l) Create customer cloud FTP file share
m) Enable access to integration testing tools for syntax & format verification of customer-generated files against the standards
n) Data & configuration checkup
3. Training and Acceptance
a) Conduct product orientation training
b) Conduct 2x Deep-dive Trainings on selected business areas and modules
c) Perform acceptance tests
d) Finalize onboarding
5. Roles & Responsibilities
For each onboarding, FuelPlus recommends putting a suitable team structure in place with clearly defined roles and responsibilities.
The Customer Representative coordinates the onboarding activities on Customer side a on a day-to-day basis. Key responsibility is to ensure that the Customer interests are represented and that required data and information are made available to the FuelPlus Onboarding Team.
The Customer Success Manager (CSM), nominated by FuelPlus, is the key contact for the Customer Representative to manage and coordinate the onboarding activities on FuelPlus’ side.
6. Required Customer Skill Set
FuelPlus expects Customer to provide the following skill sets to support the onboarding activities:
- IT staff able to set up and configure internal networking to access the FuelPlus Cloud data center
- IT staff able to set up and configure the data interfaces to related IT systems for loading of fuel-related data produced by FuelPlus airline.ONE according to specifications and guidelines provided by FuelPlus
As a prerequisite, all staff contributing to onboarding need to be knowledgeable in the following areas:
- IT staff knowledgeable about the customer’s interface landscape and available data sources and formats
- Staff skilled in analyzing technical issues related to integration and interfacing
- Business staff knowledgeable in Customer’s business processes and data required for FuelPlus airline.ONE basic system setup and configuration.
7. Quality Criteria
The Onboarding Services will be accepted by Customer upon meeting the below quality criteria.
8. Quality Responsibilities
Once the FuelPlus airline.ONE environment is ready for acceptance, FuelPlus will notify Customer to perform the acceptance test with FuelPlus’ support by using the above defined Quality Criteria.
After the acceptance test is completed, Customer will acknowledge acceptance of the FuelPlus airline.ONE deployment by signing the SoW Acceptance Form within 5 working days.
If for reasons within the control of Customer acceptance does not take place within 5 working days following the completion of the acceptance tests, acceptance will be assumed to have been granted.
FuelPlus will provide the following deliverables:
FuelPlus will provide the following services:
11. Timeline and Milestones
Onboarding activities generally follow the following plan. A detailed onboarding plan will be provided at the beginning of the kick-off and briefing phase.
12 Additional Services related to Onboarding
FuelPlus offers Business Implementation Services based on a separate statement of work and against additional payment in case Customer does not have the internal resources to manage onboarding activities and the transition to production. The Business Implementation Services cover all activities of a full implementation project, including the review of current fuel processes and their mapping to FuelPlus airline.ONE features (fit & gap analysis), onsite training, customized interface configuration and integration, quality assurance, testing and cutover support. Furthermore, the Business Implementation Services include project management based on the PRINCE2 methodology, tailored to the specific nature of FuelPlus airline.ONE onboarding projects as well as support for quality, risk, configuration, and communication management.