Customer and vendor contracts

Work and deliverables

We develop or review the service description, milestones, dependencies, acceptance, change control and remedies. Data, confidentiality and IP provisions are aligned with the specific delivery arrangement.

1. Map the delivery arrangement and the responsibilities of both parties.
2. Translate agreed commercial terms into a contract and statement-of-work structure.
3. Check consistency between schedules, purchase orders and standard terms.
4. Hand over the agreed drafts and a list of decisions or implementation actions still required.

For repeat transactions, distinguish the reusable terms from order-specific details such as deliverables, dates and fees. Each completed order should identify which terms govern it.

Documents for the initial assessment

• Statement of work
• pricing and payment model
• delivery responsibilities
• service levels
• data flows
• existing purchase orders.

Describe who provides inputs, who checks outputs and who can authorise changes. Include subcontractor dependencies and systems access where relevant. Keep assumptions visible so a standard template does not silently promise work that the delivery team has not priced or planned.

An issue to settle before committing

If a customer must provide access or approvals, the contract should explain the effect of delay. A supplier should not unknowingly accept a delivery date that depends on an uncommitted customer action.

For example, an implementation project may require customer data before configuration begins. The drafting brief should identify the required input, its owner and how a late or incomplete delivery affects the agreed plan. Commercial teams then decide the mechanism to record in the contract.

Mandate and fees

Multiple contract variants, implementation playbooks and negotiations are agreed separately.

Legal work uses a written matter-specific proposal. Do not send confidential documents through the public form; begin with a brief description and any material date.

The completion pack can include the main terms, statement-of-work format and a signing checklist showing fields that still require completion. It should identify which document controls if an order and schedule differ. Negotiation support, additional variants and training for the sales or procurement team are separately described in the proposal.