Page 33 - Business Requirement Document

3 Assumptions

● All the defined requirements are based on detailed workshops and discussions
during the requirement gathering phase.
● Adding Zia in the scope of work shall be considered as a change request.
● The project scope shall not change once the stakeholders sign off on the scope
statement.
● End users shall be available to test during the time they agree to.

● Training rooms shall be available at the training centre as needed.
● Escalation hierarchy policies document shall be shared by ABC.
● Any third party API integration if required shall be provided by ABC.

4 Dependencies

● All the stakeholders shall be available to support the implementation team during

the product life cycle to avoid delays in timeline.
● Any approvals required during the product implementation should be provided
under the SLA to avoid delays in project timeline.
● Implementation of Zoho Desk and Campaign shall not start until sign off on BRD
is given by ABC.

5 Escalation Matrix

The Escalation Matrix will include the hierarchy of the Customer and Zoho standpoint,
who are associated with the current engagement. I will also include contact details.

Level Customer Zoho
Level 1 Rahul Bansal Gaurav Mishra
Team Lead Lead - EBS
rahul.bansal@abccorp.com gaurav.ms@zohocorp.com
8443254526 9543203534
Level 2 Ishita patel Umesh Bishnoi

Manager-Projects Senior Manager - EBS
ishita.patel@abccorp.com umesh.b@zohocorp.com
9247656721 9899039108

__________________
Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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