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27 <br /> EXHIBIT C <br /> Statement of Work: Novus COM <br /> The following information defines the implementation Services to be provided by TripSpark for the Novus COM <br /> Software as well as the effort that will be required from Licensee staff and resources. <br /> Unless otherwise indicated, TripSpark will provide `standard' implementation Services (project management, <br /> operational review, testing, installation, training, etc.) as defined by TripSpark. Any special requirements will be <br /> considered a change request and processed through our standard change request system. <br /> Overview <br /> THIS IMPLEMENTATION INVOLVES THE FOLLOWING HIGH LEVEL TASKS: <br /> 1. Operational Review/Configuration of COM Functionality <br /> 2. Software Installation <br /> 3. NOVUS COM End User Training <br /> 4. Project Management and Offsite Support <br /> Timeframe <br /> This implementation can be completed within approx. two (2) months from the kickoff call with Licensee <br /> assuming NOVUS-DR is already in live use. <br /> TripSpark Implementation Services <br /> The implementation Services below will be provided by TripSpark. All implementation Services, materials and <br /> training will be provided in English,unless otherwise stated. <br /> Travel expenses (if applicable) have been quoted based on a minimum of 2 weeks' notice for travel dates. <br /> Insufficient travel notice will result in additional travel expenses being incurred by Licensee to cover the higher <br /> cost of last minute travel. <br /> Operational Review/Configuration of COM Functionality <br /> This phase will involve a series of meetings and conference calls with Licensee's project team to discuss <br /> the following items: <br /> Current operational environment(policies/procedures) as they relate to complaints. <br /> Software configuration(organizational security and workflow, etc.) <br /> Training requirements. <br /> Project timeline. <br /> An operational review document will be prepared outlining the understanding gained from the meetings, <br /> identifying the deliverables and timing for the implementation as mutually agreed upon by the parties("Operational <br /> Review Document"). The TripSpark Project Manager(PM)will coordinate a meeting with the Licensee's project <br /> team to review the initial responses to the Operational Review Document within five (5) days of delivery by <br /> TripSpark. <br /> Software Installation <br /> TripSpark will install the Software remotely in TripSpark's hosted environment. The Software will be installed <br /> once (1)within the test environment. TripSpark will also provide assistance with transitioning the Software to <br /> the production environment. <br /> Licensee must have a test environment at their facility that can be used for testing new versions of the Software. <br /> It is Licensee's responsibility to ensure adequate user testing is completed before implementation of the <br /> Software in a live environment. <br />