CHANGE MANAGEMENT PROCESS
| Exhibit ID | EX-CHG-001 |
| Exhibit Name | Change Management Process |
| Version | 2025.12 |
Purpose
This Change Management Exhibit applies to all Managed Services provided by Verinext. It defines how changes to the scope, service levels, responsibilities, or commercial terms will be requested, reviewed, approved, and implemented. The objective is to ensure transparency, minimize disruption, and provide a consistent framework for incorporating changes requested by either party.
Definitions
Change Order (CO): A written amendment to the Statement of Work (SOW) that updates pricing, scope, quantities, service levels, or other contractual elements.
Change Request (CR): A request to modify the configuration, behavior, or operational handling of services within the existing contracted scope.
Standard Service Levels: The service levels defined in Exhibit EX-SLA-001.
When a Change Order is Required
A Change Order is required when any requested change affects the commercial or contractual terms of an SOW, including but not limited to:
- Adding or removing a contracted service
- Increasing quantities billed where hardware purchases or onboarding fees may be required
- Decreasing quantities billed that may trigger rate changes
- Adjusting response or resolution targets defined in the SLA
- Modifying key deliverables, onboarding activities, or project timelines
- Customer requests that exceed the listed inclusions for any service
Change Order Process
The Change Order process consists of the following steps:
- Either party identifies the need for a change and communicates it to the other party.
- Verinext prepares a written Change Order describing updated scope, pricing, timeline, and impacts.
- The Customer reviews the Change Order, requests clarification if needed, and provides written approval.
- Upon signature, the Change Order becomes part of this SOW and supersedes prior terms for the referenced subject matter.
- Verinext schedules, implements, and validates the change according to the updated scope and timeline.
Operational Service Requests (SRs)
An operational Service Request (SR) covers changes that do not alter the commercial terms of the SOW. SRs generally involve configuration updates, operational adjustments, or customer-specific changes within the defined scope. Examples include:
- Updating alert routing or notification preferences
- Adjusting monitoring thresholds
- Adding or removing users or devices for usage-based services
- Modifying security or network policies already included in scope
SRs are submitted as a ticket and do not require a formal Change Order unless scope or rate changes are affected.
Customer Infrastructure Change Management
Certain technical changes, especially those related to system stability, security posture, or production impact, may require review under Verinext’s IT-based Change Management framework. This framework aligns to industry standards (e.g., ITIL) and defines classifications such as standard, normal, and emergency changes, approval workflows, customer notification requirements, implementation windows, and rollback procedures.
Customer Responsibilities
To support timely and successful processing of Change Orders and Change Requests, the Customer agrees to:
- Provide required approvals, access, and information in a timely manner
- Communicate internal maintenance windows or blackout periods
- Maintain a designated point of contact for change-related communication
- Review and approve Change Orders promptly to avoid schedule impact
Effect of Change Orders
Each fully executed Change Order is incorporated into the SOW and controls over any conflicting terms in earlier versions of the SOW solely for the subject matter addressed in the Change Order.