SOW Number[SOW-YYYY-###]
SOW Effective Date[DATE]
Related MSAMSA dated [DATE] between CA Solutions LLC and [CLIENT LEGAL NAME]
Client Legal Name[CLIENT LEGAL NAME]
Client Address[CLIENT ADDRESS]
CA Solutions Contact[NAME, TITLE] · info@ca-solutions.group · +1 (716) 347-9866
Client Project Sponsor[NAME, TITLE, EMAIL]
Project Manager[NAME, TITLE, EMAIL]
Selected Package / Plan[PACKAGE TIER 1 / 2 / 3] + Monthly Maintenance & Support
[Describe the Client current situation, systems, and the business context prompting this engagement.]
[List the measurable business objectives this project is intended to support (e.g., reduce manual handling, centralize CRM data, deploy a support chatbot).]
[Provide a concise summary of the Services and Deliverables covered by this SOW.]
[Define any terms unique to this engagement. Otherwise, MSA definitions apply.]
The following Services are in scope. Strike or mark “N/A” any item not applicable to this engagement.
6.1 Discovery and Workflow Audit [Scope of discovery sessions and workflow audit.]
6.2 Technical Blueprint [Architecture and blueprint deliverable. See Attachment 1.]
6.3 Web Design or Web Application Work [Pages, features, CMS, hosting coordination.]
6.4 AI Agent or Chatbot Work [Agent/chatbot use case, channels, and behavior. See Section 12.]
6.5 RAG or Knowledge Base Work [Knowledge sources, ingestion, and retrieval configuration.]
6.6 CRM Automation Work [CRM platform, objects, pipelines, and automations.]
6.7 Email, SMS, or WhatsApp Automation Work [Channels and message flows. Subject to Section 14 and the SMS/WhatsApp Consent Capture Processes.]
6.8 Custom Software, Portal, or Dashboard Work [Custom application scope and features.]
6.9 Integrations [Systems to be integrated and integration method.]
6.10 Testing [Testing approach and responsibilities. See Section 17.]
6.11 Deployment [Deployment targets and process.]
6.12 Training [Training sessions and materials. See Section 21.]
6.13 Support Monthly maintenance and support per the selected plan. See Section 20.
# Deliverable Description Owner Format Delivery / Milestone Acceptance Criteria
1 [Name] [Description] [CA / [Format] [Date / [Criteria]
Client]Milestone]
2 [Name] [Description] [CA / [Format] [Date / [Criteria]
Client]Milestone]
3 [Name] [Description] [CA / [Format] [Date / [Criteria]
Client]Milestone]
Deliverables are subject to the delivery, review, and acceptance process in MSA Section 17.
The following are expressly out of scope and require a Change Order:[List, e.g., content writing, paid-ad
management, additional integrations, data cleansing, penetration testing, legal review.]
Fees and timelines assume:[List assumptions, e.g., timely access, single environment, defined
number of revisions, availability of Client SMEs.]Material changes to these assumptions may require a
Change Order.
Access Credentials[Systems and access required]
API Keys[Keys/tokens Client will provide]
Platform Licenses[Licenses Client must hold]
Content and Branding[Copy, images, brand assets]
Data Sources[Data Client will provide]
Legal ReviewClient’s counsel review of consent language, disclosures, and policies
Consent LanguageClient-approved consent and disclosure text
Subject-Matter ReviewClient SME review of outputs and configurations
System Overview: [Describe components and how they connect.] Data Flow: See Attachment 2 (Data Flow Map). Integration Points: [List integrations.] Hosting Environment: [Where hosted.] Authentication and Access: [Auth model and roles.] Logging and Monitoring: [What is logged and monitored.] Backup / Rollback: [Backup and rollback requirements.]
AI Use Case[Describe]
Model or Provider[e.g., provider/model]
Prompting / System Instructions[Approach]
Retrieval Sources[Approved sources]
Guardrails[Input/output filtering, restrictions]
Human Review Requirements[Where human review is required]
AI Disclosure Requirements[Disclosures to end users]
Prohibited AI UsesConsequential decisions per MSA Section 10.6; [others]
Testing Requirements[AI test plan]
Known AI LimitationsProbabilistic outputs; potential inaccuracy/bias; no guarantee of accuracy
Categories of Personal Information[e.g., contact data, account data]
Sensitive / Regulated Data[None unless authorized here]
Data Sources[Where data originates]
Data Retention[Retention periods/instructions]
Subprocessors[Relevant subprocessors; see DPA Exhibit C]
International Transfers[US/Canada; mechanisms per DPA]
Security ControlsPer MSA Exhibit A and the DPA
Deletion / Return Requirements[On termination per DPA]
Email Program[Scope; CAN-SPAM / CASL]
SMS Program[Scope; TCPA / state / CTIA / carrier / CASL]
WhatsApp Program[Scope; WhatsApp Business Policy / Meta terms]
Consent Capture Location[Forms/flows; see Attachment 4]
Consent RecordsPer the SMS/WhatsApp Consent Capture Processes
Message TemplatesSee Attachment 3
Opt-Out HandlingHonor opt-outs by any reasonable means; suppression sync
Suppression List Ownership[Client / shared]
Platform Approval Dependencies[e.g., 10DLC/brand registration, WhatsApp template approval]
Phase Description Target Dates Payment Trigger
1 — Discovery [Discovery & audit] [Dates] [e.g., Deposit]
2 — Blueprint & Scope [Technical blueprint] [Dates] [Milestone]
3 — Build Sprints [Implementation] [Dates] [Milestone]
4 — Testing [QA & UAT] [Dates] [Milestone]
5 — Launch [Deployment] [Dates] [Milestone]
6 — Post-Launch Optimization [Tuning & handover to support] [Dates] [Final / recurring]
Dates are estimates dependent on Client cooperation, approvals, third-party availability, and payment.
Meeting Cadence: [e.g., weekly standups]. Reporting: [status reports] . Decision Rights: [approvers] . Escalation Path: PM → Sponsor → executives. Issue Management: tracked in [tool] .
Test Plan: Attachment 5. Client Review Period: [NUMBER] business days per Deliverable. Acceptance / Rejection: per MSA Section 17. Remediation: CA Solutions corrects material nonconformities and re-delivers. Production Approval: Client approves launch in writing.
One-Time Package / Fixed Fees[$AMOUNT]
Hourly Fees (out-of-scope / T&M)[$RATE / HOUR]
Recurring Monthly Maintenance &[$AMOUNT / MONTH]
Support
Usage Fees[AI/API/messaging usage — at cost or per schedule]
Third-Party Costs[Hosting, licenses, messaging — pass-through]
TaxesClient responsible for applicable taxes
Payment Milestones[e.g., 50% deposit, 25% at build, 25% at launch]
Invoices are due [on receipt / NET 15 / NET 30] . Recurring Fees are billed in advance each cycle.
Changes to this SOW are handled through the Change Order process in MSA Section 7 using the CA Solutions Change Order Form.
Support and maintenance are provided under the selected monthly plan, including the channels, hours, severity levels, and response targets stated in MSA Exhibit C / the plan.
CA Solutions will provide [NUMBER] training session(s) and the Documentation described in the Deliverables table.
CA Solutions will apply the security measures in MSA Exhibit A and the DPA for systems within its control. Client is responsible for the security of its own systems and credentials.
Client is responsible for legal compliance applicable to its business, data, and communications programs, including privacy (U.S. state laws, PIPEDA, Quebec Law 25 where applicable), communications (TCPA/FCC/CTIA/CAN-SPAM/ CASL), accessibility, and sector-specific rules. CA Solutions implements compliance-supporting features only within this scope.
Intellectual property is treated as in MSA Section 13. Any deviation for this engagement: [None / describe] .
This SOW begins on the SOW Effective Date and continues until the Deliverables are accepted and the recurring plan is terminated under MSA Section 23. SOW Term: [describe] .
The warranties and disclaimers in MSA Section 19 apply. Any SOW-specific additions: [None / describe] .
The limitations in MSA Section 20 apply, including the liability cap. SOW-specific limitations: [None / describe] .
[Any special commercial or legal terms unique to this engagement.]
#Attachment
1Technical Blueprint
2Data Flow Map
3Message Templates
4Consent Screens
5Acceptance Test Plan
The parties execute this SOW as of the SOW Effective Date, under and subject to the MSA.
CA SOLUTIONS LLC[CLIENT LEGAL NAME]
SignatureSignature
NameName
TitleTitle
DateDate
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