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Customer Onboarding and Go-Live Timeline Policy

At Bitfocus, we are committed to providing a structured and efficient onboarding process that ensures a successful implementation and go-live experience. This policy outlines the expectations and procedures for maintaining the go-live timeline.

1. Commitment to Timeline

Our onboarding team dedicates the necessary time and resources to support the planned go-live timeline established at the start of the project. Customer timeline needs and preferences will be considered to ensure feasibility and alignment with operational requirements. We strive to provide guidance, training, and implementation support to help customers meet key milestones and deadlines.

2. Customer Responsibilities

Customers are responsible for completing deliverables and meeting deadlines as agreed upon during project implementation and contained within the project plan. This includes but is not limited to:

  • Providing timely delivery of legacy HMIS CSV files
  • Attending scheduled meetings and completing training sessions
  • Finalizing system configuration required for the HUD migration
  • Completing agency, program, and service mapping
  • Conducting data validation of the test and live site migration
  • Timely response to Bitfocus requests and communication 

Failure to meet these responsibilities may result in timeline delays.

3. Impact of Missed Deadlines

While Bitfocus remains committed to flexibility in supporting customers, missed customer deadlines may impact the overall project timeline. If deadlines are not met:

  • The go-live date may be delayed
  • Bitfocus cannot guarantee continued availability or capacity of your assigned onboarding team beyond the originally agreed-upon timeline
  • Delays may require reallocation of resources to other scheduled projects
  • Onboarding may be required to restart if the live site migration is not completed within three months of the test migration. 

4. Requesting Timeline Adjustments

If a timeline adjustment extending the overall project timeline beyond four (4) weeks is necessary, customers must submit a written request outlining the need for the extension. Approval of such requests will be subject to resource availability and project prioritization.

5. Project Restart Policy

Bitfocus recognizes that unforeseen circumstances may impact a customer’s ability to meet project deadlines. However, because our onboarding team manages multiple projects, prolonged customer delays may require the onboarding team to be reassigned to other projects. In such cases:

  • The onboarding project may be put on hold
  • The project will be restarted once another onboarding team becomes available
  • A new timeline will be established based on resource availability

6. Maintaining Flexibility

Bitfocus remains dedicated to working collaboratively with customers to meet their needs. While we aim to accommodate necessary adjustments, customers should be mindful of the impact of delays on resource allocation and project completion.

By adhering to this policy, we can ensure a smooth onboarding experience and a successful go-live for all customers. If you have any questions or concerns regarding this policy, please reach out to your assigned onboarding team.