SOW Date
[Effective Date]
Parties
Green Dolphin Software LLC × Acme Distribution Inc.
Tier
Standard — $50,000 fixed bid, ~6 weeks
Reference
MSA dated [date]; intake form #INT-2026-XXXX
1. Background
Acme Distribution is a $400M B2B distributor of industrial fasteners, operating Salesforce Sales Cloud (~80 sales seats) and NetSuite ERP. Today, Account, Contact, Order, and Invoice data is reconciled manually between the two systems on a weekly cycle, costing ~25 ops hours/week and producing recurring data-integrity issues (orphaned orders, stale credit limits, mis-attributed invoices).
The objective is a near-real-time bidirectional sync to eliminate the manual reconciliation cycle and reduce data-integrity defects to <0.5% of records.
2. Scope
The following scope items are in-scope for this fixed-bid engagement.
2.1 — MuleSoft API design (3-tier)
Experience API for client-side consumers; Process API for orchestration & canonical model; System APIs for Salesforce and NetSuite. RAML 1.0 specs published to Anypoint Exchange.
Key assumption: Anypoint Platform license is in place. Existing Anypoint Org structure (Business Group, Environments) is reusable.
2.2 — Salesforce ↔ NetSuite bidirectional sync — Accounts
Bidirectional sync of Account records. Create/Update only; Delete is soft-delete via Inactive flag in both systems. Standard field mappings to canonical model + 5 custom field mappings each direction.
Key assumption: External ID strategy: Salesforce External_ID__c ↔ NetSuite externalId. No legacy duplicate consolidation.
2.3 — Salesforce ↔ NetSuite bidirectional sync — Contacts
Bidirectional sync of Contact / NetSuite Contact records. Contact Role mapping (Primary, Billing, Shipping). Email is enforced as unique key.
Key assumption: Existing Contact deduplication has already been performed in both systems. Email-uniqueness is enforced.
2.4 — Sales Order replication (Salesforce → NetSuite)
One-way replication of closed-won Opportunities to NetSuite Sales Orders. Includes line items, pricing, and shipping address. Triggered by Opportunity StageName = "Closed Won".
Key assumption: Pricebook / Item Master is the source of truth in NetSuite and is already synced via separate process. Tax calculation is NetSuite-side.
2.5 — Invoice replication (NetSuite → Salesforce)
One-way replication of NetSuite Invoices to a Salesforce custom object (Invoice__c). Status, balance, and due date kept current via daily batch + on-demand refresh.
Key assumption: Invoice__c custom object already exists in Salesforce. Fields and page layouts pre-built or in-flight.
2.6 — Error handling framework
Dead-letter queue (DLQ) per System API. Automatic retry with exponential backoff (3 attempts, 30s/5min/30min). PagerDuty alert on >50 DLQ messages OR error rate >2% in 5 min window. Idempotent replay endpoint.
Key assumption: PagerDuty integration is in place with a service for the integration team. SMTP relay configured for fallback email alerts.
2.7 — Observability dashboards
Anypoint Monitoring dashboards: throughput, error rate, latency P50/P95/P99 per API. Datadog dashboards mirror Anypoint metrics + custom business metrics (orders synced/day, invoice balance reconciled).
Key assumption: Datadog account with API key is provided. Anypoint Monitoring is enabled (Titanium subscription).
2.8 — CI/CD pipeline
Azure DevOps pipelines for build → unit test → MUnit test → deploy to Sandbox/UAT/Prod. Promotion is manual approval at UAT and Prod. Versioned releases (semver) published to Exchange.
Key assumption: Azure DevOps org is provisioned with build agents capable of running Maven + Mule Maven Plugin.
2.9 — Knowledge transfer
Up to 2 knowledge-transfer sessions (60 min each). Session 1: architecture walkthrough + runbook. Session 2: error-replay procedure + dashboard tour. Recorded for client archive.
Key assumption: Client identifies 2-4 named attendees for sessions. Sessions scheduled within 5 business days post-deployment.
3. Phases & Approach
| # | Phase | Duration | Activities |
|---|---|---|---|
| 1 | Initiate & Architect | Week 1 | Kickoff meeting (60 min). Discovery sessions with client SMEs. Confirm canonical model, field mappings, identity strategy. Sign off on target-state architecture diagram. |
| 2 | Construct (build) | Weeks 2–4 | Two 1-week sprints. Sprint 1: System APIs (Salesforce, NetSuite) + canonical model. Sprint 2: Process APIs (Account/Contact/Order/Invoice flows) + Experience APIs. Daily 15-min standups. End-of-sprint demo. |
| 3 | Validate (UAT) | Week 5 | Internal QA + MUnit test pass. Client UAT execution against UAT environment. Defect triage daily; defect resolution SLA 1 business day for Sev 1, 3 days for Sev 2/3. |
| 4 | Deploy & Handover | Week 6 | Production deployment via Azure DevOps pipeline (manual approval gate). 2 knowledge-transfer sessions. Runbook + architecture documentation finalized. Smoke test plan executed. |
| 5 | Hypercare | +2 weeks (included) | Post-go-live monitoring. Daily check-in for 5 business days, then on-demand. Defect fixes related to delivered scope are included in fixed bid; out-of-scope work via Change Order. |
4. Deliverables
Green Dolphin owns
- • Configured MuleSoft Anypoint environment (Sandbox + UAT + Prod)
- • RAML 1.0 specs for all APIs published to Anypoint Exchange
- • Target-state architecture diagram (PDF + editable Lucid/Miro link)
- • MUnit test coverage ≥ 70% for Process APIs, ≥ 50% for System APIs
- • Azure DevOps CI/CD pipelines with manual promotion gates
- • Anypoint + Datadog dashboards with documented alert thresholds
- • Runbook (markdown) covering ops, error replay, key rotation, on-call escalation
- • Recorded knowledge-transfer sessions (2 × 60 min)
Client owns
- • Salesforce sandbox + production org access (System Administrator profile, with API access)
- • NetSuite Sandbox + Production access (Integration Role with appropriate permissions)
- • Anypoint Platform org access (Cloud Hub Developer + Deployment User)
- • Azure DevOps project with build agents
- • Datadog API key + service identifier
- • PagerDuty integration key for the integration team
- • Named SMEs (1 Salesforce, 1 NetSuite, 1 PM/BA) with 1-business-day feedback SLA
- • UAT execution + sign-off
5. Commercials
Engagement type: Fixed bid. Total: $50,000 USD. Payment terms: 50% on kickoff, 50% on delivery acceptance. Expense policy: Travel not assumed; on-site (if requested) billed at $250/hr + actuals with prior written approval. Net 15 from invoice date. ACH or wire only.
6. Acceptance Criteria
- • All scope items in §3 demonstrably running end-to-end in UAT against client-supplied test data
- • MUnit tests at coverage thresholds (Process API ≥70%, System API ≥50%) all green
- • Smoke test plan executed in production with sign-off from named SME
- • Documentation handed off (architecture diagram, runbook, KT recordings)
- • Sev 1 / Sev 2 defects resolved or formally accepted via Change Order
7. Key Assumptions
- • Engagement starts within 10 business days of SOW signature.
- • Client provides documented field-level mappings using Green Dolphin's Mapping Workbook template within 5 business days of kickoff.
- • Existing Salesforce + NetSuite metadata (objects, fields, validation rules) is stable; structural changes require Change Order.
- • Client has named SMEs available with 1-business-day feedback SLA. Resource delays >5 business days trigger schedule renegotiation.
- • No client blackout periods (e.g., end-of-quarter freeze) during the 6-week engagement window.
- • Production go-live is scheduled at least 5 business days after UAT sign-off.
- • Travel is not assumed. Engagement delivered remotely. On-site work, if requested, billed at $250/hr + actuals.
8. Out of Scope
The following are explicitly out of scope for this fixed-bid engagement.
- • Salesforce or NetSuite license procurement, sizing, or configuration outside the listed objects
- • Data migration, cleansing, or master data harmonization beyond what is needed for the in-scope syncs
- • Master Data Management (MDM) tooling implementation
- • Custom UI development on Salesforce or NetSuite (Lightning components, Suitelets, etc.)
- • EDI / X12 / mainframe integration
- • Real-time bidirectional sync at >100K events/day (current scope is up to 100K events/day per object)
- • Tax engine integration (Avalara, Vertex)
- • Any third-party connector licensing (e.g., Celigo, Boomi suites) beyond MuleSoft Anypoint
- • Disaster recovery / failover architecture (separate engagement)
9. Change Order Process
The following will trigger a Change Order with a new fixed-bid quote (typically returned within 3 business days):
- • Any new object beyond the 4 in §2.2–§2.5 (Account, Contact, Sales Order, Invoice)
- • Any net-new endpoint, transformation rule, or system not listed in §2
- • Volume above 100K events/day per object (sustained over 5+ business days)
- • New environments beyond Sandbox + UAT + Prod
- • New compliance scope (FedRAMP, HIPAA, PCI-DSS) not explicitly identified at SOW signature
No work proceeds against a Change Order until the client has accepted the new fixed price in writing. The original fixed bid covers the original scope only.
10. Signatures
Green Dolphin Software LLC
By: ___________________________
Name: Max Girin
Title: Founder & Principal Architect
Date: __________
Acme Distribution Inc.
By: ___________________________
Name: __________________________
Title: __________________________
Date: __________