Statement of Work - What to exclude

[cstech]

I am putting together a Statement of Work as a standard thing for business customers. (branching out from purely residential) What do you guys put in the Excluded column when you put one together? I want to make sure I included some of the unusual things that a customer would come up and ask for and claim that I should do it under the contract price. So far I have things like on site time outside of what is included in the contract, same thing for phone support. I have also included things like data recovery and virus removals. (By include I mean on the excluded items list)

The big thing is I am pretty detailed in what IS included as well so I can basically say "If it isn't on this list it will be billed at normal rate".

Edited for clarity.

 

[frederick]

Except for select clients, I do not include virus removal, and I would never include data recovery. Data recovery can get costly. Unless you are tal king about replacing bad drive with a back up, then that is different.

 

[Markverhyden]

The big thing is I am pretty detailed in what IS included as well so I can basically say "If it isn't on this list it will be billed at normal rate".

That is the real thing you need. Putting together a list of things you don't do with a list of the things you will do can create a problem with some people. As you said above, if it's not on the list it's not included. Very simple to describe. If they want something "special" then that is what time and materials is for. Or a custom quotation.

 

[frederick]

That is the real thing you need. Putting together a list of things you don't do with a list of the things you will do can create a problem with some people. As you said above, if it's not on the list it's not included. Very simple to describe. If they want something "special" then that is what time and materials is for. Or a custom quotation.

+1.

Check out our attachment. One is our SOW document done up for each new project. We outline everything from what the have now, to what they are wanting and what it will look like, but keep it brief. The other one, is our new activity outline for our contract clients. It is for the most part brief, and to the point, but if the client wants more, thats not on there, there is a little blue section for additions. Just keep in mind, its a work in progress.