Statement of Work (SOW) Guidelines

A detailed, precise, unambiguous statement of work, typically used for purchasing services, clarifies the department needs and expectations, avoiding ambiguity and future disputes.

The UCSF SOW template should be completed by the end-user department requesting the services. Supplier input may be needed to help complete it. When the UCSF SOW is complete, please submit the unsigned UCSF SOW with your BearBuy form.

Note: Using a supplier’s SOW template may require negotiation by an Supply Chain Management (SCM) buyer and delay your order. It is not recommended.

SCM professional buyers will:

1. Review the legal aspects of the SOW to ensure nothing written conflicts with State/Federal law or UC procurement policy.  
2. In addition, the buying team has significant experience procuring services and will identify any glaring issues with the SOW. If we find any discrepancies, we will work with you and the supplier to resolve the conflicts before the purchase order is issued binding your department and the University to the agreement.  
3. Sign the SOW to make it an official commitment between the UC Regents and the supplier. 
4. Issue the purchase order.

This checklist walks through the key sections on the SOW form, and provides direction on how to best complete each aspect. Please utilize the UCSF SOW template. 

Title and Description of the Scope of Goods and/or Services

Provide a concise and meaningful description of the work being performed or the goods being provided

Term of SOW  

What are the beginning and end dates of the service or delivery date(s) of goods?

Key Tasks and Activities, Deliverables and Completion Timeframe

Task/Activities

• What are the tasks/activities of the project?
  • Use action verbs such as create, develop, test, analyze, etc.

Deliverables

• Process deliverables
  • push a project forward, but they don't complete the project
• Product deliverables
  • final results that meet the project requirements

Completion Timeline

• Provide a timeline of the project

UC Obligations

Provide necessary information

Examples

• Review/approve deliverables within a specific timeline
• Pay agreed-upon fees

Place(s) of Performance  

Where the resources needed will perform the work  

If applicable, mention place(s) where work won’t be performed, i.e. all digital may be completed remotely, and not on site

Key Personnel

Follow SOW template charts

Reporting Requirements

Identify any key reports that should be produced by Supplier or critical reporting events.  

Assumptions

Refers to a condition or factor that is considered to be true or certain for the purposes of planning and executing the project. Assumptions are important because they provide a foundation for project planning by outlining expectations and clarifying uncertainties.

External factors or activities that are required for the project’s success

Example #1: Internet connection will be available and reliable.

Example #2: The client will designate a point of contact who will be available for regular communication and decision-making throughout the project.

Example #3: Client’s IT infrastructure will support the implementation of the project without requiring major upgrades or changes.

Example #4: It is assumed that the site conditions will allow for safe operation of tree trimming equipment and machinery, and that there will be no significant obstructions or hazards.

Service Level Agreement

A Service Level Agreement (SLA) based on time is a contract that specifies the time-related expectations for the delivery of services.

Why SLAs are important:

Clarity:  They provide clear expectations on how quickly services will be performed or issues will be resolved.

Accountability: They hold the service provider accountable for meeting the agreed-upon time frames, ensuring reliability and trust.

Customer Confidence: They give customers confidence that their needs will be addressed promptly and efficiently, minimizing downtime and disruptions.

Examples

• Response Time
• Resolution Time
• Service Availability

Pricing, Invoicing Method, and Settlement Method and Terms

Pricing includes the contract amount

Time and materials using an hourly rate; whether there is a not to exceed cap; and flat fee

Should always clearly identify a maximum cost or not to exceed (NTE) amount

Payment schedule  

What percentage must be paid at what times, including milestones

Program Requirements

Requirements can vary widely depending on the nature of the project

Examples

Functional:  For a tree trimming service program, a functional requirement might be that the program should schedule appointments, track progress on tree trimming jobs, and generate invoices for clients.

Non-functional:  The program should be able to handle scheduling hundreds of appointments per day without crashing (performance), should be easy for staff to use with minimal training (usability), and should ensure client data is protected against unauthorized access (security).

Technical:  The program must run on a specific operating system (e.g., Windows 10), should integrate seamlessly with the existing customer relationship management (CRM) software, and require an internet connection for real-time data updates.

Operational:  The program should allow users to log in from different locations, support remote access for off-site tree trimming teams, and provide a feature for regular backups of all data.

Performance: The program should load within 5 seconds, process appointment bookings in under 2 seconds, and generate invoices in less than 1 minute.

Acceptance Criteria and Testing

Acceptance criteria are specific conditions that must be met for a deliverable or project to be considered complete and acceptable by the client. Acceptance criteria are crucial because they provide a clear understanding of what is expected from the project and help ensure that both parties have aligned expectations.  

Examples

• For a tree trimming service, an acceptance criterion might be that all designated trees are trimmed to a height of no more than 15 feet.
• The trimmed area should be free of debris, with all waste removed and disposed of according to local regulations.
• The trimming should result in a uniform appearance, with no branches overhanging pathways or driveways.
• All specified trees must be trimmed to the agreed height and shape.
• No branches over 1 inch in diameter should be left overhanging public walkways or driveways.
• All trimmings and debris must be completely removed from the site and properly disposed of according to local regulations.
• The site must be left clean and free of any tree-related waste.

Testing - if testing is part of the service/project/deliverable, the details should also be identified here.

Example

• For a software management project, a testing requirement might be that the supplier design, fabricate, integrate, test, and evaluate the hardware, software, etc. necessary to satisfy program requirements and to support and operate the system.  

• Work is summarized too broadly: The SOW is the official record of the work the supplier is contracted to complete. It should describe the expected outcomes, any deliverables, and it should include timelines/dates. If we don’t list what we expect in the SOW, we cannot hold the supplier accountable if they fail to meet our expectations.  
• Follow-on work: Generally, no supplier who has been awarded a consulting services contract may submit a bid for, nor be awarded a contract, for the provision of services, procurement of goods or supplies, or any other related action that is required, suggested, or otherwise deemed appropriate in the end product of the consulting services contract.
  If you have a multi-phase project that includes researching a problem, formulating a project to solve the problem, and then executing the project then you must contact your departmental buyer to bid out the entire project BEFORE you begin the work.  Otherwise, California law will exclude your supplier from executing or even bidding on any work in which they took part in creating. This law applies even if UC is managing the project.
• Modified acceptance criteria: You should read and understand the acceptance criteria section in the SOW. It outlines under what circumstances your department will need to pay. Many times, suppliers will delete/change the acceptance criteria in the SOW so that UC will pay regardless of quality or completeness of work, or weaken available remedies to fix unacceptable work.  
• Adding legal terms to the SOW: Some suppliers add legal clauses that overrule the UC Terms and Conditions. These are never in UC’s best interest and our professional buyers will work to negotiate these out of the SOW every time, which may delay your order.  

Statement of Work FAQ

For assistance with SOW documentation, contact your department assigned buyer.