Working with Moraph
The shape of the commitment, before you fill in a form
How a Moraph engagement runs from first conversation to ongoing operations: the ways you can buy, the phases of the work, what we handle and what we need from you, how success is agreed, how changes and escalations are managed, and what drives a quotation.
Engagement models
Four ways to work with us
Most clients combine more than one. The proposal names which apply, and each one has its own terms in the agreement.
Software subscription
Use of a Moraph-built product, hosted and maintained by Moraph in the region you need, with updates, support and the security controls described in our Trust Center.
- Charged as a recurring subscription for a term
- Suits a team that can run the product day to day once it is set up
Implementation project
A defined project to configure the product or platform, integrate it with your systems, migrate data, test, train your people and go live.
- Charged once, as a fixed price or on time and materials, set out in a statement of work
- Ends at an agreed acceptance point
Managed service
Moraph runs the system for you after go-live: administration, monitoring, security operations, changes, and reporting against the agreed service levels, from our follow-the-sun operations teams.
- Charged as a recurring fee for a term
- Common for managed platforms such as regulated editions of productivity, identity and service-management software
Combined program
Subscription, implementation and managed service under one agreement, with one delivery lead accountable for all of it. This is how most larger programs are structured.
- Recurring and one-time charges shown separately
- One governance structure across products and platforms
Phases
How an engagement progresses
Every implementation follows the same phases. Their length depends on scope, so the plan in your proposal gives the dates; each phase ends at an outcome both sides agree before the next begins.
Discovery
We learn how the work is done today, the regulations it answers to, the systems around it and what success has to look like.
- Moraph
- Workshops, a review of current processes and systems, and a written discovery summary with risks and assumptions.
- You
- A sponsor, the people who do the work, existing documentation, and your security and compliance requirements.
- Agreed outcome
- Signed-off scope, success measures and plan.
Design
The target configuration, integrations, data model, security controls and hosting, written down before anything is built.
- Moraph
- Solution design, integration specifications, security and control mapping, and the test strategy.
- You
- Decisions on design questions, and review by your architecture, security and compliance teams.
- Agreed outcome
- An approved design. Later changes go through change control.
Implementation
Configuration and build in a non-production environment, shown to your team as it progresses.
- Moraph
- Configuration, integration build, environment setup, and regular demonstrations of progress.
- You
- Access to the systems we integrate with, test accounts, and people available to review what is built.
- Agreed outcome
- A build ready for testing.
Migration
Moving records and history from the systems being replaced, with checks that nothing is lost or changed in transit.
- Moraph
- The migration approach, mapping, tooling, trial migrations and reconciliation reports.
- You
- Extracts or access to source data, decisions about data quality and retention, and sign-off of reconciliations.
- Agreed outcome
- A reconciled trial migration you have approved.
Testing
Proving the system works and is secure before real users and real data depend on it.
- Moraph
- System, integration, performance, security and accessibility testing, with defects fixed and retested.
- You
- User acceptance testing by your own staff against the agreed success measures.
- Agreed outcome
- Acceptance, recorded in writing, with any open issues and their owners listed.
Go-live
Moving to production on a planned date, with a rehearsed cut-over and a way back if it is needed.
- Moraph
- The cut-over plan and rehearsal, final migration, go-live support, and close watch on the system immediately afterwards.
- You
- A go or no-go decision against agreed readiness criteria, trained users, and communication to your organization.
- Agreed outcome
- Production use, with a period of close support before handover.
Ongoing operations
Handover from the project team to the people who will run and support the system for the rest of the term.
- Moraph
- Runbooks, handover to support (and to operations under a managed service), service reporting, and planning for updates and renewals.
- You
- Named administrators and contacts, and a regular service review with us.
- Agreed outcome
- Service measured against the levels in your agreement.
Clients follow their implementation, actions, documents and contracts in the client portal, and raise support tickets at support.moraph.com.
What we need from you
Throughout the engagement
A sponsor
Someone senior who owns the outcome, can settle competing priorities and joins steering meetings.
A product owner
The person who makes day-to-day decisions about how the system should work, and can get answers from the business quickly.
Subject-matter experts
The people who do the work today, for discovery, design reviews and user acceptance testing.
Technical access
Access to the systems and environments we integrate with, and contacts in the teams that run them.
Security and compliance contacts
People who can review controls, approve connections and answer for your own regulatory obligations.
Timely decisions
Decisions and sign-offs when the plan needs them. Delays on either side are tracked, and their effect on the plan is shown openly.
Agreeing success
Written down before the work starts
Success measures
Set during discovery: what the system must do, for whom, and the business results it should support. They go into the statement of work.
Acceptance criteria
Each deliverable has criteria agreed in advance. Acceptance is given in writing, against those criteria, not by impression.
Service levels
After go-live, support and managed services are measured against the service levels in your agreement and reported in service reviews.
Changes and escalations
How change and trouble are handled
Change control
- Either side can raise a change request.
- Moraph assesses its effect on scope, plan, cost and risk, in writing.
- Nothing changes until you approve it in writing.
- The plan and statement of work are updated to match.
Escalation
- During a project: your product owner and our delivery lead first, then the engagement executive, then a Moraph executive sponsor at steering level.
- In live service: support tickets carry a severity from S1 (critical) to S4, and the escalation contacts and service levels are set out in your agreement.
- Risks, issues, decisions and dependencies are kept in a shared log you can see.
Quotations
What drives the price
We don’t publish a price list, because the same product can be a small deployment or a statewide one. Instead, here is what a quotation depends on and how it is laid out.
What drives a quotation
- Which products, modules and managed platforms you need
- Scale: users, sites, records or transaction volumes, depending on the product
- Hosting: region, and whether you need a dedicated or government environment
- The number and complexity of integrations
- The volume and condition of data to migrate
- Compliance and authorization support required
- Service hours and service levels after go-live
- Training, and the length of the term
Recurring and one-time charges
- Recurring: software subscriptions, managed-service fees, dedicated hosting where you need it, and licences for managed platforms that we supply.
- One-time: discovery, implementation, integration build, data migration, training delivery and authorization documentation.
- Only if agreed: changes approved through change control. Where a subscription is measured by volume, the proposal says how growth beyond it is handled.
Pilots
Where a decision depends on proving fit with your own data, systems or users, we can propose a limited pilot or proof of concept with its own success measures, scope and term. Whether a pilot is right for your situation, and how it is charged, is set out in the proposal. A pilot is not a free trial of production use.
Budgetary estimates
If you need a figure for planning or a budget request before a formal procurement, ask for a budgetary estimate. It shows the likely range and the assumptions behind it, and is not a binding offer.
The proposal
What a typical proposal contains
| Section | What it covers |
|---|---|
| Understanding of your requirement | What you asked for, what we learned in early conversations, and the regulations involved. |
| Proposed solution | The products, platforms and services, the hosting region, and how they fit your environment. |
| Scope and exclusions | What is included, and just as clearly, what is not. |
| Plan | The phases above with dates, milestones and acceptance points, and any pilot. |
| Responsibilities | What Moraph does, what your organization provides, and the assumptions the plan depends on. |
| Team and governance | Roles on both sides, steering and status meetings, change control and escalation. |
| Security, privacy and compliance | How the solution meets your requirements, with references to our Trust Center evidence. |
| Service levels | Support and managed-service levels that apply after go-live. |
| Commercials | Recurring and one-time charges shown separately, payment milestones, term, and the purchasing route. |
| Agreement | The draft agreement or order form, or the terms of the contract vehicle or prime contract it will sit under. |
Questions
Frequently asked questions
Can we start with one product and add more later?
Yes. Many clients start with one product or platform and add others under the same agreement, with the same delivery lead and governance.
Can we use our own integrator or prime contractor?
Yes. We can work alongside an integrator you already use, or as a subcontractor to your prime. Responsibilities between us are written into the plan so nothing falls between organizations.
Do we have to take a managed service?
No. A subscription with implementation is enough if your team will run the system. We train your administrators and hand over runbooks at the end of the project.
What happens to our data at the end of the term?
Your data is yours. How it is returned to you, and when it is deleted from our systems, is set out in your agreement, together with any help with transition to another provider.
Where do we start?
Talk to a solution architect about your program, or if you are buying through a formal procurement, see How to buy.