Chapter 2 · ProjectVIEW ERP Master SaaS Framework ProjectVIEW ERP is delivered as a fully managed SaaS solution, with each customer hosted in a dedicated, private, sovereign Microsoft Azure environment — no shared infrastructure and no multi-tenant data commingling. Chapter 2 sets out the industries and the 10+1 modules in scope, the three-tier architecture, the develop-test-live deployment model, the service scope, exclusions and customer obligations. 1 : 1dedicated Azure environment per customer 10+1enterprise modules 3-tierweb, application and database architecture 2.1 Overview of the Platform ProjectVIEW ERP The Provider delivers ProjectVIEW ERP as a fully managed Software-as-a-Service (SaaS) solution. ProjectVIEW ERP is a cloud-based, integrated, and highly adaptable Construction-grade ERP purpose-built for Capital-Intensive Project Industries. Its core strength is precise Cost Control, Construction Management, and end-to-end visibility across complex engineering projects. ProjectVIEW ERP is composed of a unified constellation of 10+1 enterprise modules that digitally transform Commercial, Operational, Production, and Financial processes. By enforcing structured data, standardised workflows, and seamless field-to-office integration, it becomes the central hub for Project Performance Management and a foundational enabler of AI-ready operations. ProjectVIEW ERP serves as The Operating System for the BUILD World — powering organisations that deliver the world’s most demanding capital projects. 2.1.1 Dedicated Private Sovereign Environment Each Customer’s instance of ProjectVIEW ERP is hosted in a dedicated, private, sovereign cloud environment on Microsoft Azure. This means: Complete tenant isolation: Each Customer operates within its own dedicated Azure Virtual Machines, database instances, and storage accounts. There is no shared infrastructure or multi-tenant data commingling. Data sovereignty: Customer Data resides in the Azure region specified in the Commercial Contract, ensuring compliance with local data residency requirements and applicable Data Protection Laws. Customisation freedom: The dedicated environment enables Customer-specific configurations, customisations, and update schedules without impacting other Customer instances. Security boundary: Each environment is protected by its own Azure Virtual Network (VNet), Network Security Groups (NSGs), and firewall rules, creating a complete security perimeter. Microsoft Azure Regions: https://azure.microsoft.com/en-us/explore/global-infrastructure/geographies/ 2.2 Industries Served ProjectVIEW ERP is not a generic ERP platform. It is a full-spectrum, Tier-1 enterprise system purpose-built for the Build World, engineered to handle the complexity, scale, and cost intensity of real construction and project-driven operations. Designed for capital-intensive environments where BoQ, WBS, time, and cost must work in unison, ProjectVIEW ERP powers the full breadth of Build World industries: # Industry Description 1 Construction Civil, infrastructure, building, and heavy construction — from foundations to handover. Full EPC, EPCM, and EPCi project lifecycle support. 2 Marine Engineering Offshore Construction Offshore platforms, subsea installations, marine infrastructure, and coastal engineering projects with complex logistics and safety requirements. 3 Mining & Quarrying Open-pit and underground mining operations, quarrying, mineral processing, and associated infrastructure development. 4 Shipbuilding & Repairs (SBR) New-build vessel construction, ship repair and conversion, dry-docking operations, and marine equipment fabrication. 5 Project-based Manufacturing Structural steel fabrication, modular construction, pre-fabrication facilities, and engineered-to-order manufacturing. Industries We Serve: https://danaos-projects.com/industries-we-serve/ 2.3 Platform Modules & Functional Scope Subject to the Commercial Contract, ProjectVIEW ERP comprises 10+1 enterprise modules organised as follows: # Module Functional Scope 01 Budget Estimation – Bidding Imports Bill of Quantities (BoQ) from Excel in a structured format, validates quantities against BIM models (.IFC), and performs automated quantity take-offs (QTO). It synchronizes BoQ items with the project WBS and supports both measured and lump-sum pricing approaches. 02 Cost Control Real-time cost monitoring against budget, earned value management (EVM), cost-to-complete and estimate-at-completion forecasting, variance analysis, cashflow projections, and multi-dimensional cost breakdown structures (CBS). 03 Subcontractors Management Subcontract creation and lifecycle management, progress measurement and certification, variation orders, claims management, retention tracking, and subcontractor performance evaluation. 04 Procurement Purchase requisitions, purchase orders, RFQs, comparative bid analysis, supplier qualification and management, procurement-to-pay workflows, and commitment tracking. 05 Materials & Production Management Inventory and warehouse operations, material requisitions, goods receipt, stock transfers, min/max levels, barcode/RFID integration, production tracking, and material reconciliation. 06 Machinery Management Fleet and equipment management, internal/external costing and allocation, maintenance scheduling (preventive and corrective), utilisation tracking, rental rate management, and equipment depreciation. 07 HRMS – Payroll Employee records and lifecycle management, time and attendance, leave management, payroll processing (including WPS compliance for UAE), workforce planning, and labour cost allocation to projects. 08 Accounting – Finance Management General ledger, chart of accounts, multi-currency management, intercompany transactions, fixed assets, tax management (including VAT), financial consolidation, and statutory reporting. 09 Suppliers Account Payables Supplier invoice processing, payment scheduling, ageing analysis, retention management, debit/credit notes, and automated payment reconciliation. 10 Customers Account Receivables Customer invoicing, interim payment certificates (IPC), revenue recognition, ageing analysis, retention tracking, and collection management. 00 ProjectVIEW ERP Core The foundational platform layer encompassing: user and role management (STY), workflow engine, approval hierarchies, dashboard and KPI framework, Power BI integration, document management, audit trail, notification engine, API gateway, and system administration. Note: The specific modules activated for the Customer are detailed in the Commercial Contract. Additional modules may be added during the Subscription Term subject to mutual written agreement and adjustment of Fees. Explore ProjectVIEW ERP Modules: https://danaos-projects.com/projectview-erp/explore-projectview-erp/ 2.4 SaaS Delivery Model Applicability: This SaaS Delivery Model and the obligations described in this document apply exclusively when ProjectVIEW ERP is hosted on the DANAOS Cloud (Microsoft Azure infrastructure managed by the Provider). Customers operating ProjectVIEW under an on-premises or third-party-hosted deployment model should refer to the applicable licence and support agreement. ProjectVIEW ERP is delivered exclusively as a fully managed SaaS solution. The Provider assumes end-to-end responsibility for all layers of the technology stack — from infrastructure provisioning and security management through application delivery and ongoing support. The Customer consumes the Platform as a service and is not required to manage any underlying infrastructure, middleware, or platform components. The SaaS delivery model incorporates the following managed capabilities: Capability Description Security Management Proactive security monitoring, vulnerability scanning, patch management, intrusion detection, and incident response. Includes Azure WAF with DDoS protection and OWASP Top 10:2025 ruleset coverage. Backup Management Automated backup schedules: database backups every 12 hours with transaction log backups every 15–60 minutes, daily incremental file backups, weekly and monthly full backups. All backups encrypted at rest. Resource Management Performance monitoring, capacity planning, proactive scaling recommendations, and resource optimisation to ensure consistent application performance. Guaranteed Performance SLO of 99.9% uptime, RPO of 15 minutes, RTO of 4 hours. Detailed performance targets and Service Credits defined in Section 3. Update Management Regular platform updates, patches, hot-fixes, and feature releases delivered through a controlled CI/CD pipeline with develop-test-live deployment methodology. Monitoring & Observability Azure Monitor, Application Insights, and Microsoft Defender for Cloud for continuous platform observability, alerting, and proactive issue resolution. 2.5 Platform Architecture The Platform operates on a three-tier architecture within the dedicated private sovereign Azure environment: Tier Technology Description Presentation HTML5 JavaScript Browser-based thin client — the DANAOS Web Enterprise Suite. No client-side installations or plugins required. Responsive design supporting desktop, tablet, and mobile access. Application .NET 10 C# MVC IIS 10.0 Business logic layer with RESTful API gateway. JWT token-based authentication with Microsoft Entra ID SSO and MFA. Hosted on dedicated Azure Virtual Machines with load balancing. Data SQL Server 2025 Enterprise database with Transparent Data Encryption (TDE / AES-256), automated point-in-time recovery, and configurable geo-replication. Technology References: Microsoft.NET 10 (LTS): https://dotnet.microsoft.com/en-us/download/dotnet/10.0 Microsoft SQL Server 2025: https://learn.microsoft.com/en-us/sql/sql-server/what-s-new-in-sql-server-2025 Microsoft Entra ID (Identity & Access): https://www.microsoft.com/en-us/security/business/identity-access/microsoft- entra-id Internet Information Services (IIS) 10.0: https://www.iis.net/ OWASP Top 10:2025: https://owasp.org/Top10/2025/ Microsoft Defender for Cloud: https://azure.microsoft.com/en-us/products/defender-for-cloud Azure Monitor & Application Insights: https://azure.microsoft.com/en-us/products/monitor 2.5.1 Deployment Methodology & Environment Lifecycle The Provider maintains a strict develop-test-live approach for all software deployments, underpinned by a two-environment architecture: (a) During Implementation: The Provider provisions two (2) environments — a Development / Sandbox environment for configuration, customisation, and Universal User Acceptance Testing (UAT), and a Production environment for live operations. (b) Post Go-Live Transition: Upon Go-Live, the Development / Sandbox environment transitions to become the permanent Staging Environment, used for debugging, change requests, software updates, and UAT prior to production deployment. (c) UAT Gate: No changes are deployed to Production without prior validation and written Customer UAT sign-off in the Staging Environment, except in cases of Emergency Maintenance (see Section 3.2.3). Where appropriate, the Provider practices Continuous Integration / Continuous Delivery (CI/CD) to minimise deployment risk and accelerate release cycles. The full environment lifecycle is detailed in Section 3.3. 2.6 Service Scope The Services provided under this Framework include, but are not limited to: # Service Area Description 1 Requirements Engineering Elicitation of Customer requirements and development/customisation to specifications. Additional customisation costs shall be agreed upon in writing before commencement. 2 Project Management Turn-key project management of software implementation utilising agile methodology. 3 Documentation Provision of required software documents including: high-level and low-level requirement/design documents, User Requirements Specification (URS), System Requirements Specification (SRS), flow charts, test plans, system documentation, end-user guides, installation guides, and Defect Track Logs. 4 Database Documentation Provision of database documents including: Data Flow Diagrams (DFD), Entity-Relationship Diagrams (ERD), and Data Dictionaries. 5 Patches & Hot-Fixes Delivery of software patches and hot-fixes at no additional cost to the Customer. 6 Continual Improvement Continuous improvement approach to software development, incorporating Customer feedback and industry best practices. 7 Fault Resolution Debugging and resolution of software faults resulting from normal operation. 8 Support Response Response to software support calls as per the SLA Matrix defined in Section 3. 9 Embedded Ticketing System Native in-application ITSM ticketing system within ProjectVIEW ERP for incident logging, ticket lifecycle tracking, SLA measurement, knowledge base access, and self-service support. 10 24/7 Omnichannel Service Desk Access to the Provider Service Desk (PSD) 24×7×365 via the Embedded Ticketing System, WhatsApp Business Channel, telephone, and email for ticket logging and management. 11 WhatsApp Business Support Dedicated WhatsApp Business group connecting the Customer’s key users with the Provider’s assigned consultants for expedient informal communication and quick enquiries. 12 Training Provision of required end-user and administrative training, including onboarding for new Authorised Users. 13 Preventive Maintenance Monthly preventive maintenance on all Platform modules as agreed with the Customer. 14 Reporting Submission of quarterly service reports in the Customer’s agreed format, including SLA performance metrics. 2.7 Exclusions Unless explicitly agreed in the Commercial Contract or a separate Statement of Work, the following are excluded from the scope of this Framework: (a) Hardware procurement, installation, or maintenance at Customer premises (b) Third-party software licensing (other than the Platform and its bundled components) (c) Network infrastructure, internet connectivity, or local area network management at Customer sites (d) Custom integrations with third-party systems not specified in the Commercial Contract (e) Data migration from legacy systems (available as a separately scoped engagement) (f) On-site consulting, training, or support beyond the scope specified in the Commercial Contract (g) Recovery from incidents caused by Customer misuse, unauthorised modifications, or third-party software interference (h) Compliance activities specific to the Customer’s own regulatory obligations (the Provider’s compliance obligations are set out in Part C) 2.8 Customer Obligations To enable the Provider to deliver the Services effectively, the Customer shall: (a) Designate a primary point of contact and an escalation contact for day-to-day service management (b) Provide timely access to relevant business information, documentation, and subject-matter experts required for requirements engineering and implementation (c) Ensure that Authorised Users comply with the Provider’s Acceptable Use Policy and all applicable security policies (d) Maintain adequate internet connectivity at Customer premises to access the Platform (e) Report Incidents and service requests through the Provider Service Desk (PSD) in accordance with the procedures set out in Section 4 (f) Participate in user acceptance testing (UAT) within agreed timeframes and provide written sign-off on deliverables (g) Ensure that all Customer Data uploaded to the Platform complies with applicable Data Protection Laws and does not contain prohibited content (h) Maintain current and accurate Authorised User records and promptly revoke access for departing personnel Failure by the Customer to meet the obligations set out in this Section 2.8 may affect the Provider’s ability to meet Service Levels, and such impact shall be excluded from SLA calculations as set out in Section 3. 2.9 Process Register The following table summarises the service delivery processes established in this Chapter, including responsible roles, expected outcomes, and cross-references to related processes in other Chapters. Role Legend: P = Provider | C = Customer | PM = Provider Project Manager | SDM = Service Delivery Manager | SC = Steering Committee 2.9.1 Process Registry Ref Process Trigger Handler Approver Expected Outcome Cross-Ref P-2.01 Environment Provisioning Commercial Contract executed Provider (Infra) SDM Dev/Sandbox + Production environments operational § 3.3 P-2.02 Module Activation Commercial Contract or amendment Provider (Dev) Customer IT Liaison Licensed modules accessible in Production § 2.3, § 6 P-2.03 Customer Onboarding Go-Live readiness achieved PM (Provider) Customer IT Liaison All users provisioned, trained, and operational § 5, § 3.9 P-2.04 UAT Execution & Sign-Off Changes deployed to Staging Customer Customer IT Liaison Written UAT sign-off within 5 BD § 3.3.1, § 4.7 P-2.05 Scope Change Request Customer requests additional modules/services PM (Provider) Steering Committee Amended Commercial Contract with adjusted fees § 6, § 4.8 P-2.06 Post Go-Live Transition Go-Live completed Provider (Infra) SDM Dev/Sandbox → Staging Environment § 3.3.1, § 4.7 2.9.2 RACI Matrix Process (Ref) Provider Customer PM SDM SC P-2.01 Env Provisioning R I C A — P-2.02 Module Activation R A R I — P-2.03 Customer Onboarding R C A I — P-2.04 UAT & Sign-Off C R/A C I — P-2.05 Scope Change R C R I A P-2.06 Post Go-Live R I R A I R = Responsible (executes) | A = Accountable (sign-off) | C = Consulted | I = Informed | — = Not Involved 2.9.3 Process Flow — Service Delivery Lifecycle Stage Activity Role Output ① Contract Commercial Contract executed, scope and modules agreed Provider + Customer Signed Commercial Contract ② Provisioning Azure environments provisioned (Dev/Sandbox + Production) Provider (Infra) 2 environments operational ③ Configuration Platform configured, customised, data migrated Provider (Dev) + PM Configured platform in Staging ④ UAT Customer validates in Staging (min 5 BD) Customer Written UAT sign-off ⑤ Go-Live Production deployment, user onboarding, training Provider + Customer Operational Production system ⑥ Transition Dev/Sandbox becomes permanent Staging Provider (Infra) 2-env steady state → § 3.3.1 ← PreviousDefinitions & InterpretationNext →Service Level Agreement (SLA) See how ProjectVIEW ERP runs in a dedicated cloud environment for your projects. 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Chapter 2 · ProjectVIEW ERP Master SaaS Framework ProjectVIEW ERP is delivered as a fully managed SaaS solution, with each customer hosted in a dedicated, private, sovereign Microsoft Azure environment — no shared infrastructure and no multi-tenant data commingling. Chapter 2 sets out the industries and the 10+1 modules in scope, the three-tier architecture, the develop-test-live deployment model, the service scope, exclusions and customer obligations. 1 : 1dedicated Azure environment per customer 10+1enterprise modules 3-tierweb, application and database architecture 2.1 Overview of the Platform ProjectVIEW ERP The Provider delivers ProjectVIEW ERP as a fully managed Software-as-a-Service (SaaS) solution. ProjectVIEW ERP is a cloud-based, integrated, and highly adaptable Construction-grade ERP purpose-built for Capital-Intensive Project Industries. Its core strength is precise Cost Control, Construction Management, and end-to-end visibility across complex engineering projects. ProjectVIEW ERP is composed of a unified constellation of 10+1 enterprise modules that digitally transform Commercial, Operational, Production, and Financial processes. By enforcing structured data, standardised workflows, and seamless field-to-office integration, it becomes the central hub for Project Performance Management and a foundational enabler of AI-ready operations. ProjectVIEW ERP serves as The Operating System for the BUILD World — powering organisations that deliver the world’s most demanding capital projects. 2.1.1 Dedicated Private Sovereign Environment Each Customer’s instance of ProjectVIEW ERP is hosted in a dedicated, private, sovereign cloud environment on Microsoft Azure. This means: Complete tenant isolation: Each Customer operates within its own dedicated Azure Virtual Machines, database instances, and storage accounts. There is no shared infrastructure or multi-tenant data commingling. Data sovereignty: Customer Data resides in the Azure region specified in the Commercial Contract, ensuring compliance with local data residency requirements and applicable Data Protection Laws. Customisation freedom: The dedicated environment enables Customer-specific configurations, customisations, and update schedules without impacting other Customer instances. Security boundary: Each environment is protected by its own Azure Virtual Network (VNet), Network Security Groups (NSGs), and firewall rules, creating a complete security perimeter. Microsoft Azure Regions: https://azure.microsoft.com/en-us/explore/global-infrastructure/geographies/ 2.2 Industries Served ProjectVIEW ERP is not a generic ERP platform. It is a full-spectrum, Tier-1 enterprise system purpose-built for the Build World, engineered to handle the complexity, scale, and cost intensity of real construction and project-driven operations. Designed for capital-intensive environments where BoQ, WBS, time, and cost must work in unison, ProjectVIEW ERP powers the full breadth of Build World industries: # Industry Description 1 Construction Civil, infrastructure, building, and heavy construction — from foundations to handover. Full EPC, EPCM, and EPCi project lifecycle support. 2 Marine Engineering Offshore Construction Offshore platforms, subsea installations, marine infrastructure, and coastal engineering projects with complex logistics and safety requirements. 3 Mining & Quarrying Open-pit and underground mining operations, quarrying, mineral processing, and associated infrastructure development. 4 Shipbuilding & Repairs (SBR) New-build vessel construction, ship repair and conversion, dry-docking operations, and marine equipment fabrication. 5 Project-based Manufacturing Structural steel fabrication, modular construction, pre-fabrication facilities, and engineered-to-order manufacturing. Industries We Serve: https://danaos-projects.com/industries-we-serve/ 2.3 Platform Modules & Functional Scope Subject to the Commercial Contract, ProjectVIEW ERP comprises 10+1 enterprise modules organised as follows: # Module Functional Scope 01 Budget Estimation – Bidding Imports Bill of Quantities (BoQ) from Excel in a structured format, validates quantities against BIM models (.IFC), and performs automated quantity take-offs (QTO). It synchronizes BoQ items with the project WBS and supports both measured and lump-sum pricing approaches. 02 Cost Control Real-time cost monitoring against budget, earned value management (EVM), cost-to-complete and estimate-at-completion forecasting, variance analysis, cashflow projections, and multi-dimensional cost breakdown structures (CBS). 03 Subcontractors Management Subcontract creation and lifecycle management, progress measurement and certification, variation orders, claims management, retention tracking, and subcontractor performance evaluation. 04 Procurement Purchase requisitions, purchase orders, RFQs, comparative bid analysis, supplier qualification and management, procurement-to-pay workflows, and commitment tracking. 05 Materials & Production Management Inventory and warehouse operations, material requisitions, goods receipt, stock transfers, min/max levels, barcode/RFID integration, production tracking, and material reconciliation. 06 Machinery Management Fleet and equipment management, internal/external costing and allocation, maintenance scheduling (preventive and corrective), utilisation tracking, rental rate management, and equipment depreciation. 07 HRMS – Payroll Employee records and lifecycle management, time and attendance, leave management, payroll processing (including WPS compliance for UAE), workforce planning, and labour cost allocation to projects. 08 Accounting – Finance Management General ledger, chart of accounts, multi-currency management, intercompany transactions, fixed assets, tax management (including VAT), financial consolidation, and statutory reporting. 09 Suppliers Account Payables Supplier invoice processing, payment scheduling, ageing analysis, retention management, debit/credit notes, and automated payment reconciliation. 10 Customers Account Receivables Customer invoicing, interim payment certificates (IPC), revenue recognition, ageing analysis, retention tracking, and collection management. 00 ProjectVIEW ERP Core The foundational platform layer encompassing: user and role management (STY), workflow engine, approval hierarchies, dashboard and KPI framework, Power BI integration, document management, audit trail, notification engine, API gateway, and system administration. Note: The specific modules activated for the Customer are detailed in the Commercial Contract. Additional modules may be added during the Subscription Term subject to mutual written agreement and adjustment of Fees. Explore ProjectVIEW ERP Modules: https://danaos-projects.com/projectview-erp/explore-projectview-erp/ 2.4 SaaS Delivery Model Applicability: This SaaS Delivery Model and the obligations described in this document apply exclusively when ProjectVIEW ERP is hosted on the DANAOS Cloud (Microsoft Azure infrastructure managed by the Provider). Customers operating ProjectVIEW under an on-premises or third-party-hosted deployment model should refer to the applicable licence and support agreement. ProjectVIEW ERP is delivered exclusively as a fully managed SaaS solution. The Provider assumes end-to-end responsibility for all layers of the technology stack — from infrastructure provisioning and security management through application delivery and ongoing support. The Customer consumes the Platform as a service and is not required to manage any underlying infrastructure, middleware, or platform components. The SaaS delivery model incorporates the following managed capabilities: Capability Description Security Management Proactive security monitoring, vulnerability scanning, patch management, intrusion detection, and incident response. Includes Azure WAF with DDoS protection and OWASP Top 10:2025 ruleset coverage. Backup Management Automated backup schedules: database backups every 12 hours with transaction log backups every 15–60 minutes, daily incremental file backups, weekly and monthly full backups. All backups encrypted at rest. Resource Management Performance monitoring, capacity planning, proactive scaling recommendations, and resource optimisation to ensure consistent application performance. Guaranteed Performance SLO of 99.9% uptime, RPO of 15 minutes, RTO of 4 hours. Detailed performance targets and Service Credits defined in Section 3. Update Management Regular platform updates, patches, hot-fixes, and feature releases delivered through a controlled CI/CD pipeline with develop-test-live deployment methodology. Monitoring & Observability Azure Monitor, Application Insights, and Microsoft Defender for Cloud for continuous platform observability, alerting, and proactive issue resolution. 2.5 Platform Architecture The Platform operates on a three-tier architecture within the dedicated private sovereign Azure environment: Tier Technology Description Presentation HTML5 JavaScript Browser-based thin client — the DANAOS Web Enterprise Suite. No client-side installations or plugins required. Responsive design supporting desktop, tablet, and mobile access. Application .NET 10 C# MVC IIS 10.0 Business logic layer with RESTful API gateway. JWT token-based authentication with Microsoft Entra ID SSO and MFA. Hosted on dedicated Azure Virtual Machines with load balancing. Data SQL Server 2025 Enterprise database with Transparent Data Encryption (TDE / AES-256), automated point-in-time recovery, and configurable geo-replication. Technology References: Microsoft.NET 10 (LTS): https://dotnet.microsoft.com/en-us/download/dotnet/10.0 Microsoft SQL Server 2025: https://learn.microsoft.com/en-us/sql/sql-server/what-s-new-in-sql-server-2025 Microsoft Entra ID (Identity & Access): https://www.microsoft.com/en-us/security/business/identity-access/microsoft- entra-id Internet Information Services (IIS) 10.0: https://www.iis.net/ OWASP Top 10:2025: https://owasp.org/Top10/2025/ Microsoft Defender for Cloud: https://azure.microsoft.com/en-us/products/defender-for-cloud Azure Monitor & Application Insights: https://azure.microsoft.com/en-us/products/monitor 2.5.1 Deployment Methodology & Environment Lifecycle The Provider maintains a strict develop-test-live approach for all software deployments, underpinned by a two-environment architecture: (a) During Implementation: The Provider provisions two (2) environments — a Development / Sandbox environment for configuration, customisation, and Universal User Acceptance Testing (UAT), and a Production environment for live operations. (b) Post Go-Live Transition: Upon Go-Live, the Development / Sandbox environment transitions to become the permanent Staging Environment, used for debugging, change requests, software updates, and UAT prior to production deployment. (c) UAT Gate: No changes are deployed to Production without prior validation and written Customer UAT sign-off in the Staging Environment, except in cases of Emergency Maintenance (see Section 3.2.3). Where appropriate, the Provider practices Continuous Integration / Continuous Delivery (CI/CD) to minimise deployment risk and accelerate release cycles. The full environment lifecycle is detailed in Section 3.3. 2.6 Service Scope The Services provided under this Framework include, but are not limited to: # Service Area Description 1 Requirements Engineering Elicitation of Customer requirements and development/customisation to specifications. Additional customisation costs shall be agreed upon in writing before commencement. 2 Project Management Turn-key project management of software implementation utilising agile methodology. 3 Documentation Provision of required software documents including: high-level and low-level requirement/design documents, User Requirements Specification (URS), System Requirements Specification (SRS), flow charts, test plans, system documentation, end-user guides, installation guides, and Defect Track Logs. 4 Database Documentation Provision of database documents including: Data Flow Diagrams (DFD), Entity-Relationship Diagrams (ERD), and Data Dictionaries. 5 Patches & Hot-Fixes Delivery of software patches and hot-fixes at no additional cost to the Customer. 6 Continual Improvement Continuous improvement approach to software development, incorporating Customer feedback and industry best practices. 7 Fault Resolution Debugging and resolution of software faults resulting from normal operation. 8 Support Response Response to software support calls as per the SLA Matrix defined in Section 3. 9 Embedded Ticketing System Native in-application ITSM ticketing system within ProjectVIEW ERP for incident logging, ticket lifecycle tracking, SLA measurement, knowledge base access, and self-service support. 10 24/7 Omnichannel Service Desk Access to the Provider Service Desk (PSD) 24×7×365 via the Embedded Ticketing System, WhatsApp Business Channel, telephone, and email for ticket logging and management. 11 WhatsApp Business Support Dedicated WhatsApp Business group connecting the Customer’s key users with the Provider’s assigned consultants for expedient informal communication and quick enquiries. 12 Training Provision of required end-user and administrative training, including onboarding for new Authorised Users. 13 Preventive Maintenance Monthly preventive maintenance on all Platform modules as agreed with the Customer. 14 Reporting Submission of quarterly service reports in the Customer’s agreed format, including SLA performance metrics. 2.7 Exclusions Unless explicitly agreed in the Commercial Contract or a separate Statement of Work, the following are excluded from the scope of this Framework: (a) Hardware procurement, installation, or maintenance at Customer premises (b) Third-party software licensing (other than the Platform and its bundled components) (c) Network infrastructure, internet connectivity, or local area network management at Customer sites (d) Custom integrations with third-party systems not specified in the Commercial Contract (e) Data migration from legacy systems (available as a separately scoped engagement) (f) On-site consulting, training, or support beyond the scope specified in the Commercial Contract (g) Recovery from incidents caused by Customer misuse, unauthorised modifications, or third-party software interference (h) Compliance activities specific to the Customer’s own regulatory obligations (the Provider’s compliance obligations are set out in Part C) 2.8 Customer Obligations To enable the Provider to deliver the Services effectively, the Customer shall: (a) Designate a primary point of contact and an escalation contact for day-to-day service management (b) Provide timely access to relevant business information, documentation, and subject-matter experts required for requirements engineering and implementation (c) Ensure that Authorised Users comply with the Provider’s Acceptable Use Policy and all applicable security policies (d) Maintain adequate internet connectivity at Customer premises to access the Platform (e) Report Incidents and service requests through the Provider Service Desk (PSD) in accordance with the procedures set out in Section 4 (f) Participate in user acceptance testing (UAT) within agreed timeframes and provide written sign-off on deliverables (g) Ensure that all Customer Data uploaded to the Platform complies with applicable Data Protection Laws and does not contain prohibited content (h) Maintain current and accurate Authorised User records and promptly revoke access for departing personnel Failure by the Customer to meet the obligations set out in this Section 2.8 may affect the Provider’s ability to meet Service Levels, and such impact shall be excluded from SLA calculations as set out in Section 3. 2.9 Process Register The following table summarises the service delivery processes established in this Chapter, including responsible roles, expected outcomes, and cross-references to related processes in other Chapters. Role Legend: P = Provider | C = Customer | PM = Provider Project Manager | SDM = Service Delivery Manager | SC = Steering Committee 2.9.1 Process Registry Ref Process Trigger Handler Approver Expected Outcome Cross-Ref P-2.01 Environment Provisioning Commercial Contract executed Provider (Infra) SDM Dev/Sandbox + Production environments operational § 3.3 P-2.02 Module Activation Commercial Contract or amendment Provider (Dev) Customer IT Liaison Licensed modules accessible in Production § 2.3, § 6 P-2.03 Customer Onboarding Go-Live readiness achieved PM (Provider) Customer IT Liaison All users provisioned, trained, and operational § 5, § 3.9 P-2.04 UAT Execution & Sign-Off Changes deployed to Staging Customer Customer IT Liaison Written UAT sign-off within 5 BD § 3.3.1, § 4.7 P-2.05 Scope Change Request Customer requests additional modules/services PM (Provider) Steering Committee Amended Commercial Contract with adjusted fees § 6, § 4.8 P-2.06 Post Go-Live Transition Go-Live completed Provider (Infra) SDM Dev/Sandbox → Staging Environment § 3.3.1, § 4.7 2.9.2 RACI Matrix Process (Ref) Provider Customer PM SDM SC P-2.01 Env Provisioning R I C A — P-2.02 Module Activation R A R I — P-2.03 Customer Onboarding R C A I — P-2.04 UAT & Sign-Off C R/A C I — P-2.05 Scope Change R C R I A P-2.06 Post Go-Live R I R A I R = Responsible (executes) | A = Accountable (sign-off) | C = Consulted | I = Informed | — = Not Involved 2.9.3 Process Flow — Service Delivery Lifecycle Stage Activity Role Output ① Contract Commercial Contract executed, scope and modules agreed Provider + Customer Signed Commercial Contract ② Provisioning Azure environments provisioned (Dev/Sandbox + Production) Provider (Infra) 2 environments operational ③ Configuration Platform configured, customised, data migrated Provider (Dev) + PM Configured platform in Staging ④ UAT Customer validates in Staging (min 5 BD) Customer Written UAT sign-off ⑤ Go-Live Production deployment, user onboarding, training Provider + Customer Operational Production system ⑥ Transition Dev/Sandbox becomes permanent Staging Provider (Infra) 2-env steady state → § 3.3.1 ← PreviousDefinitions & InterpretationNext →Service Level Agreement (SLA) See how ProjectVIEW ERP runs in a dedicated cloud environment for your projects. Book a Demo →