Healthie Implementation Statement of Work (SOW)

Applies to: All Enterprise Subscribers (Bronze, Silver, Gold Implementation Tiers)

Purpose: Establish clear expectations for implementation scope, timelines, roles, and responsibilities to ensure a predictable, successful go‑live.

Purpose & Positioning

This Statement of Work ("SOW") is provided for alignment and planning purposes and is intended to clarify the implementation approach, responsibilities, and estimated timelines associated with onboarding the Healthie platform. 

This SOW is designed to:

• Align expectations early
• Protect delivery quality and timelines
• Enable predictable, scalable implementations

Healthie and Subscriber share accountability for success through clear ownership, readiness, and collaboration.

Implementation Overview & Timeline

The Healthie Implementation Team typically provides implementation support over an approximately sixteen (16)-week period, subject to subscriber readiness, data quality, and third-party dependencies. Actual timelines may vary, and implementations may be completed sooner or require additional time depending on these factors. Healthie will work closely with Subscriber to align the implementation approach to the Subscriber’s business and technical requirements.. 

Beyond this, you will always be supported by a member of the Customer Management team for the life of your contract. 

Implementation timelines begin when all of the following are met:

• Contract execution
• Implementation kickoff completed
• Required subscriber data and information received (see Section 5)

Phases (Illustrative)

1. Kickoff & Discovery (Weeks 0–2)
2. Assessment & Data Gathering (Weeks 2-6)
3. Workflow Design & Configuration (Weeks 3-10)
4. Training & Go‑Live (Weeks 6–12)
5. Post‑Live & Transition (Weeks 8–10) 

A detailed Gantt chart illustrating this flow is embedded below and serves as an illustrative reference.

Healthie Responsibilities & Resourcing

Healthie provides dedicated implementation resources based on the purchased implementation tier. Hours represent included target hours during active phases and may vary by phase.

Core Responsibilities

Customer Implementation Manager (CIM)

• Project leadership and coordination
• Platform configuration guidance
• Role‑based training and enablement
• Weekly status reporting and risk management
• Go‑live support and handoff to Customer Success

Solutions / Data Engineering

• Data migration strategy and validation
• API and integration support
• Technical configuration review

Customer Success Manager (CSM)

• Acts as strategic partner to drive adoption, value realization, and long-term success
• Participates in late-stage implementation and training to ensure continuity and smooth transition from implementation to steady state
• Leads post–go-live check-ins, business reviews, and success planning
• Provides best-practice guidance on rollout strategy, change management, and operating model
• Serves as primary escalation point for post–implementation risks, expansion opportunities, and renewals

Out‑of‑Scope & Escalation Services

Out of Scope

The following are not included unless explicitly agreed to:

• Net‑new product feature development
• Custom functionality outside existing APIs
• Third‑party vendor delays or remediation
• Unlimited or ad‑hoc consulting beyond included hours

Additional Services

If additional support is required beyond the scope outlined herein, Healthie and Subscriber will mutually agree upon a separate Statement of Work, provided on a time-and-materials basis. Such additional support may include, without limitation:

• Extension of the post-go-live support window; and/or
• Additional professional services.

Subscriber Responsibilities & Readiness

Collaborative subscriber participation is critical to success.

Key Responsibilities

• Admin / Project Management: Approvals, scheduling, internal coordination
• Data / Development: Data exports, API access, third‑party coordination
• Clinical: Workflow decisions, configuration (Silver & Bronze), validation, adoption readiness

Required Artifacts

• Completed questionnaires (imports, forms, branding)
• Clean, formatted data exports
• Identified internal champions
• Training Rollout & Go Live Readiness

Entry Criteria

• Kickoff: Artifacts submitted, owners assigned, target go‑live confirmed
• Go‑Live: Training completed, workflows approved, integrations verified or otherwise documented

Governance & Assumptions

• Weekly status cadence during implementation
• Escalations reviewed jointly with Healthie leadership as needed
• Timelines assume reasonable third‑party responsiveness