PROFESSIONAL SERVICES

The topics that can be covered during post-Go-Live consulting include, but are not limited to:

Accounting

• Bank Reconciliations
• Month-end Close
• New Reporting
• Accounts Payable (deep dive)
• Bill Pay

Property Management

• Resident Management
  • Move In/out Checklists
  • Rent Reminders
  • Lease Modifications (Renewals/Transfers)
  • Delinquency Policy
  • Collections Policy
• Resident Experience
  • Balance and Ledger Visibility
  • Community Features
  • ResidentPortal Branding
• Facilities
  • Entrata will guide Customer through the setup of facilities framework and move in/out unit type inspection setup, but Customer is responsible for the setup and configuration of any additional templates
• Revenue Management
  • Rate Reviews
  • Setting Adjustments
  • Ongoing Workflow and Pricing Setting Training

Marketing and Leasing

• Custom Document Revisions
  • One round of revisions within fourteen (14) days after first Property Go-Live. Entrata will not exceed one (1) hour on the custom document optimization
• Marketing Tools (ProspectPortal, CallTracking, ILS Portal, Marketing Strategy Hub, Entrata Redd)
  • Property/Corporate Websites
  • Prospect Contact Methods
  • ILS Integration
  • Vanity Phone Number & IVR Configuration
  • Redd - AI Chatbot
• Lead & Applicant Experience
• Quotes
• Lease Expiration Limits
• Lead Management
  • Lead Dashboard
  • Leasing Agent Assignment
  • Contact Points & Lead Follow Up

Utilities

• Resident Utility
  • Prebill Review
• Utility Expense Management
  • Export Options

Entrata Student

• Leasing Caps & Goals
• Student Tiered Renewals
• Student Move In Scheduler

Business Intelligence

• Basic Dashboard Review and Training
• Executive Dashboard
• Property Performance Dashboard
• Asset Management & Basic Property Groupings

6. Project Close Out

The Project Manager will communicate that the project or project phase is complete, confirm that all product functionality is enabled, and call out any exceptions. At this point the initial onboarding phase will be considered complete. One (1) Support handoff call is included, for up to one (1) hour to introduce the Entrata Support Services process.

7. Additional Phases

For groups of properties after the Initial Onboarding Phase, the following activities will be performed for each Additional Phase:

• Content Collection: Including all applicable items listed in 2.1 (Customer Obligations).
• Dynamic Data Migration
• Training: As defined under 2.3 (Training), up to the total number of onboarding training sessions included, based on the Training Package selected
• Post Go-Live Transition: three (3) post Go-Live consultation hours per additional phase. One (1) hour for Accounting, two (2) for Property Management and Marketing and Leasing
• Project Close Out

8. Timeline

The standard implementation timeline for the Initial Onboarding Phase is eight (8) weeks total. The standard timeline for Additional Phases is four (4) weeks, which can begin after the Initial Onboarding Phase is completed.

CUSTOMER OBLIGATIONS AND PROJECT ASSUMPTIONS

1. Customer Obligations

Customer acknowledges that Customer’s timely provision of and access to required documents, assistance, cooperation, complete and accurate information and data from Customer’s officers, agents, and employees are essential to the performance of the Professional Services described herein. Entrata will not be responsible for any deficiency in performing Professional Services to the extent such deficiency results from Customer’s failure to provide cooperation to Entrata to complete the Professional Services outlined herein. Customer acknowledges that Entrata’s ability to perform the Professional Services depends upon Customer’s timely fulfillment of the following obligations and the following project assumptions:

• Execute the MSA and any applicable Sales Order(s) thereunder to obtain the necessary subscription to the Product(s) and Service(s) being implemented under this SOW.
• Provide Entrata with full access to relevant functional, technical and business resources with adequate skills and knowledge and decision-making responsibilities to support the performance of Professional Services.
• Provide, for all Entrata resources performing Professional Services at Customer’s site (if applicable), a safe and healthful workspace (e.g., a workspace that is free from recognized hazards that are causing, or likely to cause, death or serious physical harm, a workspace that has proper ventilation, sound levels acceptable for resources performing Professional Services in the workspace, and ergonomically correct workstations, etc.).
• Provide any notices, and obtain any consents, required for Entrata to perform Professional Services.
• Do not film or record Entrata’s delivery of Professional Services, Entrata resources, or any Entrata materials.
• Be responsible for adding all users and groups and permissions to the Entrata instance.
• Provide any reporting requirement(s) prior to project commencement.
• Timely Provide Entrata with the content required for system configuration and setup, as outlined in Simplementation Portal and the onboarding checklist. Specific items are based on product selections and include, but are not limited to what is outlined below for Content Collection:
• Content Collection Obligations for Initial Onboarding Phase only:
  • Static Data:
    • Accounting (Balance Sheet, Income Statement, List of Charge Codes, Vendor List)
    • Property Management (Late Notices and Pre-Collections Notices)
    • Marketing and Leasing (Rental Application, Lease Documents and Addenda, Application Policy Documents)
  • ResidentVerify (complete an on-site or virtual inspection with a Third-Party Inspector)
  • Merchant Application
• Content Collection Obligations:
  • Complete all applicable Simplementation Portal checklists in Entrata, including, but not limited to: Property Info, Property Pricing, Websites, Communication, Applications and Leases, Accounting (Property), ResidentVerify, Renters Insurance, Leasing Center, Pre-Migration and Post-Migration
  • Merchant Change Request
  • CallTracking (Ordering and Setting up and/or Porting of Vanity Numbers)
  • Resident Utility (Utility Addendum, Bills, Accounts, Registration that is tied to the property (varies by state), Submeter information)
  • Review utility addendum with local counsel for compliance.
  • Utility Expense Management (Provide Master Account List for UEM)
  • Energy Star (Setup Energy Star profile, meter mapping)
  • Entrata will not setup or edit Customer’s Energy Star profile or map Customer’s meters
  • Digital Marketing - Provide Entrata access to Google Analytics, local listing platforms (Google My Business and Bing Places), social media platforms (Facebook and Instagram), and any other relevant digital marketing platforms
• Provide Entrata with all required content for system configuration and setup within the timeframes mutually agreed upon by Customer and the Entrata Project Manager.
• Consultation and Configuration Obligations:
  • Review the setup/configuration completed during the services outlined in Section 2.2 Consultation and Configuration
  • Notify Entrata within three (3) business days about any inaccuracies or incomplete information in consultation deliverables or data mapping documents provided by Entrata to Customer in connection with the Professional Services provided hereunder
• Training Obligations:
  • Determine the attendees for all training sessions
  • Assign pre-requisite virtual courses to Customer’s staff
  • Provide adequately sized room and space for training to be performed if training is conducted in-person
  • Provide individual computers for each person in training
  • Provide webcams for each person participating if training is conducted virtually, and each person will show their face during virtual training
  • Provide adequate audio/visual equipment for training (tv or projector that can be seen by all at in person training session)
  • Communicate details of training with all attendees prior to trainer arrival
• Data Migration Obligations:
  • Provide static accounting data (Balance Sheet, Income Statement, List of Charge Codes, Vendor List) within the mutually agreed upon timeframe between Customer and the Entrata Project Manager during the Initial Onboarding Phase
  • Complete applicable pre-migration questions before the migration
  • Provide the dynamic accounting and operations data required for data migration, as outlined in 1.4a Entrata Standard Migration, by the end of day prior to Customer’s scheduled migration date. Entrata will reschedule Customer’s migration if this deadline is missed
  • Provide Sample Reports:
    • The purpose of the sample reports is to help Customer’s team become familiar with the data points and reports required for migration and ensure the collection and mapping of all static operations data
    • This process will consist of Customer’s team pulling the migration reports from Customer’s current system and providing them to Entrata
      • The sample reports should be provided at least three (3) weeks prior to the first scheduled migration
      • All sample reports to be provided with the data points and formatting outlined in the Entrata migration PDFs
  • Review and approve pre-migration validations in the pre-migration workbook before migration begins
  • Track all activity during the migration week on the dark-period spreadsheet provided by Entrata
  • Answer migration questions as quickly as possible to ensure migration is not delayed
  • Validate data after migration and approve post migration validation within three (3) business days of migration completion. If this validation is not completed, this will constitute acceptance of the migration and the property Go-Live will proceed
  • Notify Entrata within three (3) business days of receipt of post-migration validations concerning data related questions in the Entrata environment. If data changes are requested outside of the three (3) business day window, any required data changes will be scoped and scheduled and will be handled separately. An additional fee may be associated with the data change
  • For SIM and SIM Assisted Migrations: Customer is responsible for parsing, uploading, migrating, and validating the data points for these migrations
  • For HUD/Section 8 property migrations, Entrata requires that the client provide a 5 year historical baseline for the property. If a 5 year baseline cannot be provided, Entrata will complete a separate SOW for the migration. If no baseline can be provided, Entrata cannot migrate the property
• Perform Go-Live tasks assigned to Customer as identified in the Go-Live checklist in Simplementation Portal
• Revenue Management Obligations:
  • Add competitors for each property going live on Revenue Management
  • Perform tasks related to competitors (Adding URL, mapping unit types) in Entrata
  • Confirm lease term structure
  • Add lease expiration limits
  • Address any issues flagged during implementation (missing bed/bath counts, unit type square footage, non-web visible units, rent type charge codes for amenities)
• Business Intelligence and Data Share Assumptions:
  • Business Intelligence implementation begins after individual properties have completed their first month-end in Entrata and excludes data from prior software systems
  • The Business Intelligence dashboards will be pulling data from what is populated in the system tables, as with regular Entrata reports, and will update nightly
  • User provisioning and access parameters will be granted for up to no more than 100 users for Business Intelligence and that access will be managed by the Customer
  • A number of standard Business Intelligence dashboards will be provided to the Customer as part of the agreement, any additional customization or consulting needs outside of the hours allotted will require a separate scoping discussion for approval and custom work agreement
  • Customer will provide access to Entrata to any existing Snowflake environment for Data Share purposes
• Self-Guide Setup Products:
  • Customer is responsible for the setup of the products defined as “self-guide setup” using the resources available in the help and support section of the Entrata operating system. These products include:
    • Check Scanning
    • SiteTablet
    • Message Center
    • ILS Portal
    • Craigslist Posting
    • LobbyDisplay
    • ParcelAlert
    • Accounting Only Properties
    • Historical Access
• Scope Validation Obligations:
  • Validate the scope outlined in this statement of work has been covered during the appropriate milestones of the project (See section 2.6, Scope Validation and Project Close Out for more detail)
  • Review the scope validation summary during post Go-Live transition

Customer’s failure to timely provide the information and assistance required hereunder may impact Entrata’s costs to effectively provide the Professional Services in the timeframe outlined in this SOW. If Entrata’s cost to provide Professional Services is increased because of Customer’s failure to meet its obligations as listed in this SOW, Entrata reserves the right to increase the Fees charged to Customer.

2. Project Assumptions

• All Professional Services are performed remotely unless otherwise jointly agreed upon in writing
• Unless otherwise agreed upon, all communications are in English
• Entrata consulting resources are not dedicated to any single project and are engaged across many projects for various Customers
• Any Professional Services not expressly included in the above Description of Services are considered to be out of scope
• If there are any needs after project completion, Entrata Business Consultant Services are available for purchase via an additional SOW or Sales Order to the MSA
• Project timeline estimates are based on availability of Customer’s resources and key decision makers. Lack of access or change to project stakeholders will impact project timelines and the costs of implementation if decisions cannot be made in a timely fashion
• Delays in implementation will not affect the Billing Dates outlined in the MSA and any applicable Sales Order(s)
• Configuration, customization or personalization will be in one (1) Entrata instance
• Once onboarding is complete, standard Entrata reports will be available in Customer’s instance
• A single (1) currency will be used as the global reporting currency
• Unified Chart of Accounts (“COA”), reporting layout and structure will be followed for all legal entities, business stream and location
• Standard trial balance
• Digital Marketing Assumptions: Entrata websites (ProspectPortal), Lead Manager, and Call Tracking must be contracted for Digital Marketing services
• Utilities Assumptions:
  • Utility Expense Management is considered live at the time of an individual property Go-Live
  • For Resident Utility, if the property migrates before the 20th of the calendar month, Resident Utility goes live at the time of property Go-Live. After the 20th, Resident Utility goes live on the 15th of the month following the Go-Live date
• Revenue Management Assumptions:
  • Revenue Management implementation begins at the time of an individual property Go-Live
  • Revenue Management is considered live when first rates are published for a property
  • Ongoing consulting for Revenue Management will consist of no more than one weekly touchpoint per company after the initial Pre Go-Live and Post Go-Live consulting periods are completed
• Training Assumptions:
  • All training content is designed, developed, delivered and presented in English, or other languages that may be made available by Entrata at its sole discretion
  • Training for Entrata Partnerships will be done exclusively through training content such as videos or other documentation and will only cover the processes that will take place in the Entrata systems.
  • Virtual/On-site onboarding trainings are scheduled during the dark week of the migration
  • A trainer will offer customized training to Customer’s process and setup while applying Entrata best practices
  • A training plan will be created with Customer and agreed upon between Entrata and Customer
  • A trainer will walk Customer through Customer’s Entrata training offering and keep Customer informed when that offering is completed. This will include walking Customer through how to purchase additional training Services
  • A trainer will provide agendas for approval and be responsible for confirming training dates, sending out invites, and email communication in regard to training expectations
• Post Go-Live Assistance Assumptions:
  • Customer and Entrata understand and acknowledge that Go-Live occurs upon approval of post migration validation and that post Go-Live assistance begins at the time of migration validation approval
  • Customer and Entrata agree that any post Go-Live assistance is to be undertaken promptly by both parties and completed within sixty (60) days of Go-Live; such reasonable time for the completion of all Professional Services to be provided by Entrata consulting resources under this SOW may not be extended due to Customer’s unreasonable delay
  • Pre-emptive delaying of the Go-Live date constitutes scope change and will be using the Change Control Process set out in Section 5.3 of the SOW to accommodate the extension of the Entrata project team participation
  • For Digital Marketing Services, the period before Go-Live will consist of the minimum requirements for success (tracking setup, home page content written, approved, and implemented on website, minimum of one paid ads platform running if PPC ad spend is greater than $0). After Go-Live, Customer will work with Entrata to identify property marketing goals and create project plans, and Entrata will implement those project plans to achieve the marketing goals

3. Out of Scope

• Development of integrations to Third-Party Vendor applications that do not currently exist in the App Store or through an existing API
• Development or customization of the Products or Services other than what is defined in scope above
• Any customization of the Products and Services except what is defined in scope
• Subject matter expertise and data manipulations of any Third-Party Vendor systems, unless specifically defined as being in-scope above
• UAT test case definition and acceptance criteria

PROJECT MANAGEMENT

• Customer shall assign a Project Manager to oversee the Professional Services outlined in this SOW. Customer and Entrata each shall direct all inquiries concerning the Professional Services to the other party's Project Manager. Entrata and Customer agree to use one project schedule. Customer’s Project Manager shall have the authority to approve Professional Services on Customer’s behalf. Entrata’s Project Manager shall have the sole right to exercise direct control and supervision over the work assignments of Entrata resources.
• The parties shall, within twenty-four (24) hours after learning (or as soon as reasonably possible but no longer than forty-eight (48) hours), notify each other in writing of any anticipated or actual cause or condition that would delay the performance of any Professional Service and/or Customer responsibility. Such notice shall include the reasons for such delay, and the actions being taken by the party to overcome or minimize the delay.

FEES AND CHANGE CONTROL

• Fees. Implementation Fees, Migration Fees and Training Fees will be billed as outlined in the Sales Order. No travel to Customer’s site(s) is anticipated for this project, unless mutually agreed upon in writing by the parties.
• Unused Services. Unless otherwise agreed in writing between Customer and Entrata, all Professional Services detailed herein must be completed within three (3) months from a Property’s Go-Live date (“Professional Services Period”). Any portion of the Professional Services not used within the Professional Services Period for any reason, including, but not limited to a Customer’s decision not to implement a particular Product or Service, will be automatically forfeited by Customer, with no further action required of either party. After such Professional Services Period has expired, Customer will not be entitled to a refund or credit toward additional or other Services for any unused portion of the Fees paid for the Professional Services described herein. In order for Entrata to provide Professional Services to Customer after the Professional Services Period, Customer and Entrata shall mutually agree, in writing, under a separate Sales Order and/or SOW, to the terms and fees for such Professional Services.
• Change Control Process. Any request for any changes in Professional Services from those detailed above must be in writing; this includes requests for changes in project plans, scope, specifications, schedule, designs, requirements, service deliverables, software environment, hardware environment or any other aspect of Customer’s order. Entrata shall not be obligated to perform tasks related to changes in time, scope, cost, or contractual obligations until Customer and Entrata agree in writing to the proposed change to this SOW.

ADDITIONAL TERMS

• Work Guidelines.
  • All Professional Services under this SOW shall be performed by Entrata remotely, unless otherwise mutually agreed upon in writing.
  • Services may be performed by one or more Entrata personnel depending on availability.
  • Customer shall supply, at no cost to Entrata, access to IT professionals to facilitate access to Third-Party Materials (excluding any Third-Party Property Management Software) which Entrata resources will need to access to provide the Services outlined in this SOW.
• License to Supporting Materials. Customer shall have a limited, revocable, non-transferable, paid-up right and license to use the copy of the workbooks, training information and other materials referenced herein (collectively “Supporting Materials”) for its internal use only. All other rights in the Supporting Materials are subject to the Confidentiality terms in the MSA, remain in and/or are assigned to Entrata. The parties will cooperate with each other and execute such documents as may be appropriate to achieve the objectives of this Section.
• Customer acknowledges that Entrata may develop for itself, or for others, content similar to the Supporting Materials and processes developed in performing the Services, and nothing contained herein precludes Entrata from developing or disclosing such materials and information, provided that the same does not contain or reflect Customer Confidential Information.

‍