ONBOARDING AND TRANSITION
| Exhibit ID | EX-ONB-001 |
| Exhibit Name | Onboarding and Transition |
| Version | 2025.11 |
Purpose
This Exhibit defines the standard onboarding and transition approach for Managed Services delivered under an SOW. Its purpose is to ensure services are activated in a controlled, repeatable way, with clear responsibilities, timelines, and acceptance criteria.
Definitions
Onboarding / Service Activation: The activities required to initiate and operationalize the purchased services.
In-Scope Systems: Devices, users, tenants, environments, and applications explicitly covered by the purchased SKUs and/or referenced inventories.
Service Commencement Date: The date recurring managed services begin (may differ from the SOW Effective Date).
Transition / Offboarding: Activities required to transfer service responsibilities, configurations, and access to the Customer or a successor provider at contract end.
Onboarding Overview (Phases)
Verinext onboarding is structured into four phases:
- Initiation and Planning
- Discovery and Access Enablement
- Configuration and Deployment
- Validation and Go-Live
Onboarding Inputs and Customer Dependencies
To begin onboarding, the Customer will provide (as applicable):
- Primary and backup points of contact and escalation contacts
- Inventory of in-scope users, endpoints, and locations (as relevant to purchased SKUs)
- Required administrative access and credentials (e.g., M365 tenant admin, endpoint management, email security, backup admin)
- Network diagrams and relevant architecture documentation (if applicable)
- Existing policies/runbooks for third-party applications (if applicable)
- Preferred maintenance windows, blackout periods, and change/communication preferences
- Billing contacts and invoicing requirements
To ensure the organization of required information, Verinext provides an Excel-based workbook called the Service Activation Form (SAF). If required inputs, including the SAF, are delayed, onboarding timeline and go-live dates may shift accordingly.
Standard Verinext Onboarding Deliverables
Unless otherwise specified by Services Exhibits, Verinext will:
- Confirm purchased SKUs, service scope boundaries, and onboarding timeline
- Establish support intake channels and customer contact structure
- Configure and validate platform access required to deliver services
- Deploy, configure, and validate tooling required for service delivery (as applicable to the SKUs)
- Establish reporting and governance cadence (reference EX-GOV-001)
- Document operational handoffs and customer-specific notes needed to support steady-state delivery
Standard Onboarding Steps
Phase 1 – Initiation & Planning
- Kickoff meeting scheduling and completion
- Confirm scope, roles, onboarding milestones, and target go-live
- Confirm communication methods and escalation path
- Confirm governance cadence and attendees
Output: Onboarding plan and go-live target
Phase 2 – Discovery & Access Enablement
- Collect required inventories and customer dependencies
- Validate administrative access and required approvals
- Identify integration requirements and constraints
- Identify known risks (aging OS, unsupported platforms, unknown devices)
Output: Access confirmed; onboarding prerequisites met
Phase 3 – Configuration & Deployment
Activities vary by purchased SKU and may include:
- Tool deployment (agents, connectors, integrations)
- Platform configuration (policies, alerts, protection scopes)
- Account setup and role assignments
- Service desk intake routing, categories, and escalation mapping
Output: Services configured and ready for validation
Phase 4 – Validation & Go-Live
- Confirm successful data flow (monitoring, backups, alerting, ticket routing) where applicable
- Complete initial reporting baseline
- Confirm operational responsibilities and steady-state workflows
- Conduct go-live confirmation and transition to normal operations
Output: Go-live confirmation; steady-state delivery begins
Onboarding Timeline
Onboarding duration depends on scope complexity, customer responsiveness, and environment readiness. Unless otherwise agreed, Verinext will propose a target timeline during Phase 1. Material shifts in timeline due to scope changes follow EX-CHG-001.
Acceptance Criteria
Services are considered accepted and active when the following conditions are met (as applicable to purchased SKUs):
- Required access is established and validated
- Tooling/configuration required for delivery is deployed and operational
- Ticketing/support intake path is live and tested
- Governance cadence is established
- Initial validation checks have been completed successfully
Acceptance is confirmed by written customer confirmation, or is deemed accepted five (5) business days after go-live if no material issues are raised.
Transition/Offboarding (End of Term)
Upon contract expiration or termination, Verinext will support transition/offboarding consistent with the following:
Standard Offboarding Activities
- Identify a transition point of contact and confirm target transition date(s)
- Provide reasonable cooperation to transfer operational knowledge, within scope
- Provide export or handoff of documentation created by Verinext for service delivery (excluding Verinext proprietary tooling/configurations)
- Disable Verinext administrative access after confirmation of transition completion
- Remove agents/connectors where applicable, if authorized and feasible
Limitations
- Offboarding does not include redesign, re-implementation, or project work for a successor environment unless contracted separately.
- If offboarding requires material engineering effort, complex data export, or after-hours work, Verinext may propose a Change Order or project SOW under EX-CHG-001.
Customer Responsibilities
To ensure a successful onboarding, the Customer will:
- Maintain a primary and secondary operational point of contact
- Attend scheduled onboarding meetings or delegate attendance
- Provide timely input/approvals required for onboarding inputs
- Notify Verinext of key business events that may materially impact onboarding (e.g., acquisitions, site openings, major onboarding)