1. Quotations
1.1 MAITS prepares quotations from the requirements the Customer provides. A quotation is issued only after the mandatory requirements for the service have been recorded and the quotation has passed MAITS's internal review and approval.
1.2 A quotation is valid until the date it shows. MAITS may correct obvious errors before acceptance.
1.3 Each issued version of a quotation is fixed. A revision is issued as a new version, and the earlier version is withdrawn.
2. Statements of Work
2.1 A Statement of Work records the agreed scope. For every service it covers:
- the authorised customer representative;
- objectives;
- functional and technical requirements;
- Deliverables;
- exclusions;
- dependencies;
- customer responsibilities;
- hosting and data residency;
- security and privacy requirements;
- integrations;
- assumptions;
- milestones;
- acceptance criteria;
- support; and
- pricing and payment terms.
Some services have additional items:
- website services: pages, content, domain, forms and design direction;
- security testing: authorised scope, assets, testing restrictions, access arrangements and reporting;
- managed services: supported systems, coverage period, service hours, access model, escalation, and term and exit.
2.2 Each requirement is either completed, or marked "not applicable" with a recorded reason. Anything not stated in the Statement of Work is outside the scope.
2.3 Assumptions are part of the price. If an assumption proves incorrect, MAITS may adjust the scope, timetable or Fees through a variation.
3. Acceptance
3.1 An Owner or Billing Administrator accepts a quotation in the Portal, after confirming they have authority. When a quotation is accepted, MAITS records:
- the accepting person;
- their role;
- the date and time;
- the quotation version;
- the total and currency; and
- the versions and fingerprints of the agreement documents.
3.2 Acceptance creates a binding Order under the Master Services Agreement.
4. Variations
4.1 A change to scope, cost, timetable or acceptance criteria after acceptance is made by a variation. A variation is issued as a new quotation linked to the original. It records the reason for the change, and takes effect when the Customer accepts it.
4.2 The originally accepted quotation and its price are not changed by a variation.
4.3 Where an urgent change is needed to avoid harm or delay, MAITS may proceed on the Customer's written instruction. The variation is then documented promptly afterwards and charged at MAITS's rates.
5. Starting work and provisioning
5.1 MAITS starts quoted work once:
- the quotation has been accepted;
- the payment basis has been confirmed (payment, an active subscription, an authorised payment arrangement or approved credit terms); and
- any mandatory hosting or data residency requirement has been approved.