Professional Services Framework
Overview
The Professional Services Framework is a structured approach designed to manage requirements that extend beyond the originally agreed Scope of Work (SOW). It enables the evaluation of additional or evolving requirements in a consistent manner by defining the scope, effort, timelines, dependencies, and delivery approach before execution through a clearly defined and mutually agreed engagement model.
When Professional Services Applies
Any new implementation or change implementation request received outside the agreed scope of Onboarding or an approved New Session Implementation (NSI) will be evaluated and classified under the Professional Services Framework.
For clarity:
- Onboarding: Covers implementation requirements agreed as part of the initial Scope of Implementation.
- New Session Implementation (NSI): Covers implementation requirements agreed as part of a separately initiated and approved Scope of Implementation.
- Professional Services: Applies to any additional, new, revised, or change implementation requirement raised beyond the scope agreed under Onboarding or NSI.
Service Categories
Professional Services requests are assessed and classified into one of the following service categories based on the nature of the requirement, implementation complexity, dependencies, level of solutioning required, and overall effort involved.
Service Category | Definition |
Standard Requests | New or change configuration requests that follow standard platform capabilities and can typically be completed through defined or self-service configuration workflows. |
Moderate Requests | New or change configuration requests involving moderate complexity, multiple configuration components, or dependencies that require implementation support. |
Complex Requests – L1 | Advanced new or change configuration requests requiring specialized implementation expertise, deeper assessment, and solutioning within existing platform capabilities. |
Complex Requests – L2 | High-complexity requirements involving extensive configuration, multiple dependencies, platform or configuration redesign, higher implementation effort, or advanced solutioning. |
Custom Work | Implementation requirements requiring extensive discovery, solution design, feasibility assessment, validation, and execution against a separately defined and mutually agreed Scope of Work. |
For a detailed understanding of the nature of requests and examples applicable to each category, please refer to the Service Category Reference section below.
How It Works
When a request is raised through the Meritto Servicing Portal, our Implementation Team reviews the requirement to understand its scope, complexity, dependencies, and implementation approach.
Based on this assessment, the request is mapped to the applicable Service Category, and the categorization details are shared with you for clarity before execution.
Once the approach is aligned and confirmed, the implementation is initiated. You will continue to receive relevant updates on progress throughout the implementation lifecycle.
Note: If you are unsure which Service Category your requirement may fall under, simply raise the request through the Meritto Servicing Portal. Our team will assess the requirement and guide you on the applicable category before proceeding.
Detailed Task Reference
The tables below provide an indicative reference for how specific implementation request types are typically classified across the defined Service Categories.
Each threshold reflects the volume, complexity, dependencies, or level of effort that may determine the applicable category for a request. Final classification will be based on the overall scope and implementation assessment.
Note: Where multiple requests relate to the same functional area, module, or implementation objective, they may be assessed together as a combined scope for the purpose of Service Category classification.
How to read these tables: Each row represents a specific task or request type. The corresponding cells describe the typical scope or threshold associated with each Service Category. Where a cell is marked “—”, that task type is generally not applicable to that particular category.
Application Form Tasks
Task | Standard Requests | Moderate Requests | Complex Requests – L1 | Complex Requests – L2 |
Form Ecosystem Updates (*change management) | Up to 5 updates, including: i. Text or label changes ii. New field creation iii. Show/hide rule updates | Up to 10 updates, including: i. Text or label changes ii. New field creation iii. Show/hide rule updates | Up to 15 updates, including: i. Text or label changes ii. New field creation iii. Show/hide rule updates or Section-level updates | More than 15 updates, including: i. Text or label changes ii. New field creation iii. Show/hide rule updates or Complete form revamp |
Fee configuration | Static fee logic create/update. | Creation or modification of dynamic fee logic – up to 10 configurations | Creation or modification of dynamic fee logic – up to 15 configurations | More than 15 dynamic fee configurations or Fee engine redesign |
New Form creation | — | 1 new form with: • Up to 4 stages • Up to 100 fields • System-generated PDF | 1 new form with: • More than 4 stages • Up to 10 conditional logics • System-generated PDF | 1 new form with: • More than 4 stages • Up to 20 conditional logics • System-generated PDF |
New Custom application PDF | — | — | Creation of 1 custom application PDF | — |
Widget, Landing Page & VPA Tasks
The tables below provide the classification reference for Widget configurations, Landing Page implementations, and VPA (Scorecard & Slot Booking) requirements. Classification is based on the volume of changes, implementation complexity, level of customization, and overall solutioning required.
Task | Standard Requests | Moderate Requests | Complex Requests – L1 | Complex Requests – L2 |
Widget Changes | Up to 5 changes, including: i. Content updates ii. New field additions iii. Minor layout updates | More than 5 changes, involving: i. Content updates ii. New field additions iii. Multiple styling or layout changes | — | — |
Widget creation | 1 widget | 2 – 3 widgets | 4 – 10 widgets | More than 10 widgets or bulk rollout |
Landing Page Changes | Up to 5 changes, including: i. Content updates ii. Lead field updates iii. Minor layout updates iv. Banner/image updates | 6–10 changes, including: i. Content updates ii. Lead field updates iii.Banner/image updates or Single-section layout update | 11–15 changes, including: i. Content updates ii. Lead field updates iii.Banner/image updates or Multi-section layout updates | Major layout restructuring or Complete landing page redesign |
Landing Page creation ( Registration/ Marketing) | — | 1 landing page using the standard drag-and-drop builder | 1 landing page using customer-provided HTML | 1 highly customized landing page requiring advanced implementation using customer-provided HTML |
VPA (Scorecard & Slot Booking) | ||||
VPA Process Changes | Up to 3 changes, including: i. Field updates ii. Slot, date, or time updates | 4–8 changes, including: i. Field updates ii. Slot, date, or time updates | 9–12 changes, including: i. Field updates ii. Slot, date, or time updates | More than 12 changes, including: i. Field updates ii. Slot, date, or time updates |
VPA process new design | 1 VPA process with up to 2 post-application stages | 2–3 VPA processes or 1 VPA process with more than 2 post-application stages | 4-6 VPA Processes | 7 - 10 VPA Processes |
CRM & Activity Configuration Tasks
The table below covers CRM-related configuration tasks including Dynamic Activity, Opportunity, To Do, Communication Templates, and Smart Capture rules. Section headers indicate the area of the platform each group relates to.
Task | Standard Requests | Moderate Requests | Complex Requests – L1 | Complex Requests – L2 |
Dynamic Activity | ||||
Field & configuration | Up to 10 fields and up to 1 configuration | 11- 20 fields and up to 2 configuration | 21- 50 fields and up to 5 configuration | 51- 100 fields and up to 10 configuration |
Opportunity | ||||
Field & logic | Up to 5 fields and up to 1 logic rules | 6-20 fields and up to 2 logic rules | 21-50 fields and up to 5 logic rules | — |
To Do | ||||
Field & configuration | Up to 5 fields and up to 1 configuration | 6- 20 fields and up to 2 configuration | 21-50 fields and up to 5 configuration | — |
Communication Template | ||||
Template creation or updates | Up to 3 templates | 4- 10 templates | 11- 20 templates | 21- 50 templates |
Smart Capture | ||||
Rule configuration | — | Up to 5 rules (Lead, Dynamic Activity & Opportunity) | 6- 10 rules (Lead, Dynamic Activity & Opportunity) | 11- 20 rules (Lead, Dynamic Activity & Opportunity) |
Automation Tasks
The table below provides the classification reference for new or change implementation requests related to allocation, communication, and workflow automation. Classification is primarily based on the number of automation rules or logic conditions involved, along with the overall complexity and dependencies of the requirement.
Task | Standard Requests | Moderate Requests | Complex Requests – L1 | Complex Requests – L2 |
New/ Change Allocation and Communication Automation | Up to 15 automation rules / logic conditions | 16–30 automation rules / logic conditions | 31–50 automation rules / logic conditions | More than 50 automation rules / logic conditions |
New/Change Workflow logic | Up to 15 workflow rules / logic conditions | 16–30 workflow rules / logic conditions | 31–50 workflow rules / logic conditions | More than 50 workflow rules / logic conditions |
Note: The above thresholds provide an indicative classification reference. The final Service Category may also consider dependencies, sequencing, conditional complexity, and the overall implementation scope.
Document Templates (All documents except Application print PDF and Ack receipt)
Applicable to all document templates except Application Print PDFs and Acknowledgement Receipts. The table below provides the classification reference for new document template creation and changes to existing document templates.
Task | Standard Requests | Moderate Requests | Complex Requests – L1 | Complex Requests – L2 |
New Creation | 1 Document upto 2 pages | 2 to 3 Documents | 4 to 6 Documents | 7 to 10 Documents |
Change Implementation | Up to 5 changes i) Text changes ii) Logo/image replacement iii) Tokens | 6 to 15 changes i) Text changes ii) Logo/image replacement iii) Tokens | 16 to 25 changes i) Text changes ii) Logo/image replacement iii) Tokens | 26 to 40 changes i) Text changes ii) Logo/image replacement iii) Tokens |
Billing & Invoicing FAQs
1. What is billed under the Professional Services Framework?
Every request is reviewed by our implementation team and assigned to the most appropriate service category. The applicable category will be communicated before work begins.
2. How are requests billed?
Applicable billable requests are consolidated into a Monthly Billing Statement rather than billed individually. The statement is shared with you for review before invoicing.
3. When will I receive my Monthly Billing Statement?
Monthly Billing Statements are shared on a monthly cycle, ahead of invoicing, so you can review the requests and services included.
4. When does work begin on my request?
Once your request has been reviewed, the applicable service category is confirmed and you provide your confirmation, work will begin. You will receive regular updates throughout the implementation cycle.
5. How will I know the service category for my request?
Our team will review your request based on its scope and complexity and confirm the applicable service category before work begins. You will also receive reference to the details of categorization.
6. What is Custom Work?
Custom Work covers complex, dedicated implementation initiatives that require extensive discovery, solution design and validation. These initiatives are executed against a mutually agreed scope of work and governed by a formal Scope of Work (SOW).
7. How can I track the status of my request?
Every request is acknowledged when received, and you will receive regular updates throughout the implementation cycle. If the expected timeline changes, we will communicate the revised schedule in advance.
8. I am not sure which service category applies to my request. What should I do?
Raise your request through the Meritto Servicing Portal. Our team will review the scope, confirm the applicable service category, and share the next steps before any work begins.