APPENDIX A: STANDARD

COVA STANDARD CLIENT LAUNCH PROTOCOL

The agreement does not guarantee a specific date for Cova implementation. Client and Cova will need to communicate and work together to meet the mutually agreed upon client’s target launch date. Prior to the remote hardware and training calls delivered over Zoom by the Cova Implementation Specialist, the following criteria stated below must be met. Failure to meet these requirements could result in an unsuccessful go live and additional professional services fees of $300/hr.

Minimum Criteria for Remote Launch

If Cova Implementation Specialist is unable to complete a successful implementation due to minimum requirements not being met, Cova will reprioritize Client implementation and additional professional services fee of $300/hr. will apply:

• Construction for the premises must be completed and the environment should be safe and approved for occupancy and business operations.
• All internal networking and wiring are established including an internet connection that meets or exceeds the Cova minimum requirements for strong Wi-Fi throughout the premises, ethernet cabling and drops to each cash wrap, and sufficient outlets and power supplies.
• All necessary and Cova certified POS related hardware and cables are present, are fully charged and have Cova downloaded, devices connected to the network, and ready for the configuration process.
• All stakeholders and employees have participated in the self-guided trainings, live webinars, and online learning modules.
• Physical store inventory is procured and onsite so that an initial commercial transaction can be performed prior to the end of the remote launch session.
• All necessary government licenses required to operate a Cannabis retail store have been obtained.

 Launch Timeline

• Cova Launch Implementation Plan is set against a minimum 3-week timeline to accommodate all project planning, hardware acquisition, store training and the various tasks of system set up and configuration.
• Launch Implementation Plan is run as projects that include milestones to be met, deliverables required from Client and the time it takes the Cova Launch Team to load the system with all data.
• Cova cannot move the project forward or make the target Go Live Day if Client has not provided the data needed for set up based on the timeline, met the required milestones agreed upon by Client and Cova, or not engaged in training or weekly progress meetings.  

APPENDIX B: STANDARD

COVA STANDARD LAUNCH IMPLEMENTATION SCOPE

The following below outlines the scope of Cova’s standard launch and implementation process. Any items not listed in scope may require additional professional services fees of $300/hr.

Dedicated Cova Launch Coordinator & Offsite Implementation Specialist

• • Launch Coordinator or Implementation Specialist will be actively working the project for the entirety of the launch project and 6 weeks after the remote assisted launch is delivered.

  • In the 6 weeks post-launch, Cova Launch Coordinator or Implementation Specialist will be available for questions around system set up and to make sure that the system is behaving as intended.

  • Cova Launch Coordinator will also ensure that anything that is outstanding from the Go Live Day is set against a plan to completion.

  • All training up to Go Live Day is included in the base price of the launch

  • Any additional training that is required after the Go Live Day will be set at $100/hr.

•  Business Requirements and Project Kick-off Call with Cova Launch Coordinator (1 hr.)

• • The purpose of this call is for the Client and Cova’s Launch Coordinator is to meet at the start of the launch project to set the full project scope. This is to ensure that the appropriate level of effort for this project is scoped out within the launch project plan.

  • Should the Client’s Launch Project Scope expand beyond what Cova has set forth as included in a Standard Launch, Cova reserves the right to account for project expansion with agreed upon Change Orders or additional Statements of Work.

• Back Office Planning and Post Launch Training Calls (1 hr. each)

  • The Back Office call reviews how our Back Office (HUB) is set up and used. This session is for both setting the system to Client specific requirements as well as training for the team members who will be using that functionality of the software.

  • The Back Office call is very important to the Client’s overall success and the project cannot move forward or stay on track until this call has been completed by the appropriate team members on the client side.

  • The Post Launch Training Call is designed to be an interactive session with company leadership and store employees to cover any topics that need follow up post launch. This may include, but is not limited to, reporting, inventory, POS, integrations, cash management or other out of the box Cova functionality.

  • It is imperative that the main users responsible for executing the work be on these calls. If Cova needs to repeat these calls during the launch process due to Clients missing these calls, an additional charge may be required.

In addition, these times are reserved for dedicated Client calls and are set well in advance. If Client cannot make the call or the team members who need the training or not available, please let Cova know at least 12 hours before the scheduled time. Cova will be happy to reschedule and will reprioritize Client call. If less than 12 hours notice is given, a cancellation fee of $100 will apply.

• Weekly Touchpoints (30 min - 1 hr. call per week until the Go Live Day)

• • These calls are meant to review what progress is being made against our project plan and to answer any questions as they arise. It is imperative that the appropriate Client team members responsible for executing the work be on these calls. If Client cannot make the call or the team members who need the training or not available, please let Cova know at least 12 hours before the scheduled time. Cova will be happy to reschedule and will reprioritize Client call.

• Company Environment Setup (16 hrs.)

  • Category & Classification setup

  • Catalog product creation including assets and custom fields (2 iterations included)

    • Note: Product assets and content that Cova has access to in order to assist with Client product creation is dependent on availability from each compliant governing body and product distributor (e.g. OCS). While Cova will do its best to pre-populate any product content that Cova has access to, the gathering and filling out the final product assets and content for the final catalog import is to be completed and signed off by the Client.

    • Upon request, Cova may recommend preferred Managed Services and Content Partners who can help with catalog assets, content creation, and ongoing catalog maintenance.

  • Suppliers loaded

  • Security roles and Generic User creation and setup

  • Tax and Pricing configuration (2 iterations included)

  • GL, Chart of Accounts and company defaults configured

  • Company settings, payments, cash management enabled

  • API Access for 3^rd Party Vendor Integration

    • External 3^rd party vendors may require company environment access to build out their integration into Cova (e.g. ERP, custom website). Access shall only be granted upon prior permission from the Client. Any additional API fees are to occur upon access.

    • External 3^rd party vendors who are not part of Cova’s approved partner program may require additional API fees to cover the cost of launch, onboarding, and ongoing support of API usage.

• Cova and HUB Configuration (1.5 hrs. per additional location)

  • User setup (1 per location)

  • Customer upload (1 per location)

  • 1 Inventory on Hand import (1 per location)

  • Location Level Taxes set and verified

  • Location Level Pricing set (if required – 1 additional hr.)

• Self-Guided Training, Weekly Webinars and Full Video Library Access

  • Cova provides a blended learning system that includes live weekly webinars, recorded webinars, role-based guides, location-based guides, knowledge base “how-to” articles and app based online courses. This training is included in the standard launch and completion is imperative to a successful go live. https://support.covasoftware.com/

• Remote Launch and Training with Implementation Specialist over Zoom Video Conference Calls (Up to 3 hrs.)

  • Minimum Criteria for Remote Launch Sessions

    • All hardware must be out of the box, charged, turned on and placed at the location where it will need to be installed.

    • All ethernet cables must be run, connected to the same network as the WIFI, able to have an IP address assigned and have access to the internet.

    • Client will download the Cova app, connect all devices to their internal network, complete initial setup of hardware on the tablets in the Cova app and test connectivity.

    • The Implementation Specialist cannot troubleshoot any hardware that is not already turned on and connected to the same network with access to the internet.

    • We strongly suggest that the store has their own IT person (or contractor) that sets up the network and is available for the first part of the remote launch in case, upon setting up the hardware, any hardware issues arise tied to the network’s capabilities.

    • If Cova Implementation Specialist is unable to complete a successful remote launch due to these remote launch minimum requirements not being met, Cova will reprioritize Client implementation and additional professional services fee of $300/hr. may apply.

• • During Remote Launch Session(s)

• • • Cova Implementation Specialist will conduct 3 final training sessions 30-60 mins. each to review any outstanding workflows specific to POS Front-of-House, Hub-Inventory Back-of-House and Hub-Admin Back-of-House.

    • Cova Implementation Specialist will spend the remaining time confirming cash in process, verify hardware is working, plus any final Q&A.

    • The 3-hour block of time is designed to handle hardware and training. If time is spent waiting for hardware to be unboxed and charged, then there is a chance that training will not be completed, or all hardware will not be able to be set up during the time allotted. If additional time is required, the store will need to schedule extra time as the launch schedule allows and will be placed back in the schedule queue and additional professional services fee of $300/hr. will apply. 

• Post-Launch

  • In the 6 weeks post-launch, Cova Launch Coordinator or Implementation Specialist will be available for questions around system set up and to make sure that the system is behaving as intended.

  • After the 6-week post-launch period, Cova Launch Coordinator or Implementation Specialist is to transition Client to their dedicated Account Manager. Regular check-ins with dedicated Account Manager by phone, chat and email support is provided to Client post-launch at a cadence that is agreed upon by Cova and Client.