ABSTRACT
Statements of work (SOWs) are the heart of any professional services engagement. It is critical that the SOW clearly describe all services and deliverables the customer expects to receive. Acceptance testing ensures the services and deliverables conform to the customer’s expectations, which are described in detail in the body of the SOW. Depending on the engagement, it may be important to describe in detail the technical environment in which the services will be rendered or in which the deliverables are expected to operate. In certain engagements, it will be important for the contractor to deliver documentation as part of the deliverables. The SOW should detail exactly what fees and costs are to be paid and when. Service level agreements (SLAs) are not relevant in every engagement. For example, SLAs would typically not be required for services relating to the development of product documentation, but would be critical in ensuring hosting services are available when needed.
