CITY AND COUNTY OF SAN FRANCISCO

Statement of Work

Department of Technology

Document Description - Statement of Work (SOW)

 Agreement for services between DT and the customer department, which do not require a formal
project; i.e., less than 100 hours work or $30K

 May be done at any time, independent of the SLA

 Finite timeline for services with defined deliverables

 Requires Service Center Request

 Work is charged on a project deliverable or time and materials basis

 May include a procurement amendment

 “Simple” SOW option provided for very simple/small jobs

 Ongoing support may result in an annual MOU between DT and the customer department, which will
be appended to subsequent annual SLAs

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CITY AND COUNTY OF SAN FRANCISCO
Statement of Work

Department of Technology

Date:

To: [Customer Name, Title, Dept, Contact Info]

From: [DT Manager Name, Title, Contact Info]

1.0 Background

[A couple of sentences about why DT is offering to provide these products and services.]

2.0 Service Objective/Goal

[Statement of purpose, Define the conditions under which the service delivery can be considered as
“completed”…]

3.0 Deliverables

[Itemize the products and services, with a brief-but-clear description of each. Use a table if necessary; e.g.:

Product or Service Description Estimated Cost (if

Item Name equipment, etc.)

4.0 Scope of Service

[What’s included, What’s NOT included, Define Customer’s Point of Demarcation, etc.…]

5.0 Assumptions, Dependencies and Constraints

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CITY AND COUNTY OF SAN FRANCISCO
Statement of Work

Department of Technology

[if any..]

6.0 Cost Estimate

[As needed, itemize Labor and Non-Labor costs as follows:

Labor
Resource Role Est. $Rate/ Resource
Work Hour Role Cost
Hours

TOTAL Labor hrs $

Non-Labor
Desc. Purpose/Desc. Est. Cost

Hardware

Software

License/Subscription
Costs

Training

Hosting Costs

Misc.

TOTAL Non-Labor $

Total Cost Estimate

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CITY AND COUNTY OF SAN FRANCISCO
Statement of Work

Department of Technology

TOTAL Labor $

TOTAL Non-Labor $

TOTAL COST ESTIMATE $

7.0 Estimated/Proposed Schedule

Phase Start Date/Duration End Date/Cumulative Duration

Design

Develop

Deploy

Operate

8.0 Funding Source and Payment Terms

[Complete description of how costs will be paid by client department Note source and limit on
spending. Specify Budget Project Codes (“123ABC”) if known. If equipment is to be procured,
complete description on who is responsible for procurement, and who will (own
equipment/maintain/pay for staffing) at the end of service delivery.]

[The following Sections are “Boilerplate”.]

9.0 Client Responsibilities

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CITY AND COUNTY OF SAN FRANCISCO
Statement of Work

Department of Technology

The Department of Technology is responsible for all services provided to the Customer’s Point of
Demarcation. The Point of Demarcation is the point in which DT’s service responsibility stops and the
client department is responsible for the service.

Client departments are to cooperate with DT personnel when requested to do so. Client cooperation
may be requested for maintenance or troubleshooting purposes. If an issue cannot be resolved due to
lack of client cooperation, DT staff shall escalate the issue to DT management for resolution.

DT provides security services up to point of demarcation for the services specified in this SOW. Client
department are responsible for providing security services on the customer side of the point of
demarcation. DT maintains enterprise wide network monitoring tools that may show security risks on
the customer side of the demarcation. DT shall share this information with the appropriate contact in
each client department.

DT shall not be responsible for resolving security issues on the client side of the point of demarcation
unless specifically requested to do so by the client department. Such requests are chargeable at DT’s
normal hourly rate of $ XXX.XX.

10.0 Changes

Changes that may impact scope, cost and/or time line will be noted and amended to this SOW with all
parties agreeing in writing to changes and/or time line adjustments. Only changes that preclude the
successful delivery of services covered by this SOW will be considered. Changes that have no impact will
not be added to this agreement, but resolved by a new SOW, or addressed through the DT Customer
Service Request system.

11.0 Automatic Acceptance

Completed services and requisite documentation will be presented to the department for acceptance.
Departments will respond to DT within 5 business days indicating system acceptance, or with a detailed
list of issues for review.

Issues will be reviewed by the DT Customer Services Manager or DT Senior Management. DT will then
respond in writing to each issue. Only actual “break fix”, misconfigurations, and error conditions will be
addressed. Issues that require rework due to an incorrect specification or additional work will not be
considered.

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CITY AND COUNTY OF SAN FRANCISCO
Statement of Work

Department of Technology

IF the Department fails to respond to an acceptance request within 5 business days or the Department is
using the network or systems in a production mode the system is considered automatically accepted
and all issues are considered resolved.

12.0 SOW Acceptance Signature

The undersigned has read this Statement of Work, and authorizes DT to proceed with the delivery of products
and services as described in this document.

Department:

(Client Department authorized signature) Date

<ADDENDA, if any>

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