Scope of this engagement
What RelayWorks will deliver to roll out the workflow platform to every Harborline service team and region, who is responsible for what, and what done means for each wave. Both parties sign before the rollout begins.
- Client
- Harborline Logistics
- Vendor
- RelayWorks
- Engagement lead
- Omar Lewis, RelayWorks
- Client sponsor
- Daniel Price, VP Customer Operations
- Fee
- Fixed, $18,500, invoiced by wave
- Target completion
- Jan 15, 2027
RelayWorks configures the shared handoff record, regional routing and the after hours fallback for 14 service teams in four regions, imports each region's open handoffs, connects SSO and SCIM, and trains supervisors to run the process without RelayWorks after go-live.
Responsibilities
| Activity | RelayWorks | Harborline service ops | Harborline IT | Regional leads |
|---|---|---|---|---|
| Routing and workflow configuration | R, A | C | I | C |
| Regional import of open handoffs | R | A | C | I |
| SSO and SCIM connection | C | I | R, A | I |
| Scenario testing per wave | C | R, A | I | C |
| Supervisor and agent training | R, A | C | I | C |
| Support for 30 days after each wave | R, A | C | I | I |
R: Responsible, A: Accountable, C: Consulted, I: Informed. Each row has exactly one Accountable party.
Waves
- SetupNov 2 to 13
- Wave 1: NortheastLive Nov 16
- Wave 2: Southeast and MidwestLive Dec 7
- Wave 3: West and after hoursLive Jan 11
Setup: SSO, SCIM groups, routing rules per region and the dispatch reference lookup. Ends with a configuration walkthrough approved by Evan Brooks.
Each wave: import that region's open handoffs, run the pilot scenario script, train supervisors, go live, then a week one review with the same measures as the pilot.
Assumptions and exclusions
- Harborline IT provides the SCIM group list and a test account before setup starts.
- Each region supplies a clean export of open handoffs one week before its wave.
Change control
Either side raises a change request in the room. Rachel Kim estimates the effect on fee and dates within 3 business days, and nothing changes until Evan Brooks approves it in writing.
Acceptance criteria
| Milestone | Accepted when | Invoice |
|---|---|---|
| Setup | Walkthrough approved, scenario script passes in full | $5,500 |
| Wave 1 | Northeast live, week one review held, open items owned | $6,500 |
| Waves 2 and 3 | All regions live, supervisors run the process unaided | $6,500 |
Signatures
Harborline Logistics
Daniel Price, VP Customer Operations
Planned Oct 16RelayWorks
Rachel Kim, Customer Success Lead
Planned Oct 16