Onboarding Scope of Work

Last Updated: May 2026

This Onboarding Scope of Work (“Scope of Work”) is incorporated by reference into the Neto Software as a Service Agreement (the “Agreement”). The applicability of each deliverable described herein is determined by the Agents and integrations selected by Customer in their Order through the Neto Customer Portal. The Order confirmation is the definitive record of which deliverables apply to Customer’s onboarding. Capitalized terms not defined herein have the meanings given in the Agreement.

All onboarding packages include the Hyper-Care Period as defined in the Agreement, commencing on the date the Agent enters In Production.

Onboarding Tiers

Customer selects an onboarding tier at the time of Order through the Neto Customer Portal. The following tiers are available:

Basic Onboarding

Applies to customers purchasing the Chase Agent only.

Basic Onboarding includes the following deliverables:

(i) Phone number setup and configuration;

(ii) A2P (Application-to-Person) campaign registration and compliance setup;

(iii) Basic Case Management or CRM Integration;

(iv) Chase Agent Configuration; and

(v) Virtual Agent Strategy Session.

Standard Onboarding

Applies to all customers purchasing any Agent other than, or in addition to, the Chase Agent.

Standard Onboarding includes everything in Basic Onboarding, plus the following additional deliverables as applicable to Customer’s selected Agents and integrations, as confirmed in Customer’s Order:

(i) Virtual Receptionist Configuration (where applicable);

(ii) Intake Agent Configuration (where applicable);

(iii) Chase Agent Configuration (where applicable);

(iv) CRM or Case Management Software Integration (up to 3 external integrations);

(v) Document Signing Software Integration (where applicable);

(vi) DID Routing Configuration;

(vii) Workflow and Call Routing Configuration; and

(viii) System Testing and Validation.

Advanced Onboarding

Enterprise deployments with custom requirements. Scope defined separately by mutual written agreement.

Standard Deliverables

The following describes the standard deliverables included in the applicable onboarding tier. Specific configurations will be defined during the onboarding process based on Customer’s requirements as confirmed in the Order.

1. API Authentication and Secure Connection Setup

Neto will establish secure connections between the Neto platform and Customer’s designated third-party systems using the authentication methods provided by each platform. This includes configuring API credentials, validating endpoints, and confirming connectivity between the systems.

Deliverable:

Verified and secure API connections enabling the Neto platform to communicate with Customer’s designated third-party systems.

2. Virtual Receptionist Configuration

Standard Onboarding only, where applicable per Customer's Order.

Neto will configure the Virtual Receptionist to answer inbound calls, greet callers, and direct calls according to Customer’s call handling requirements, including identification of existing clients through Customer’s CRM or case management system and routing to the appropriate internal contact.

Deliverable:

A configured AI Virtual Receptionist capable of answering calls, identifying existing clients, and routing callers based on Customer’s call flow.

3. Intake Agent Configuration

Standard Onboarding only, where applicable per Customer's Order.

Neto will configure an AI Intake Agent to conduct structured intake conversations with prospective clients, collect required intake information based on Customer’s intake criteria, and transmit collected information to Customer’s CRM or case management system for record creation or updating.

Deliverable:

A configured AI Intake Agent capable of conducting structured intake conversations and transmitting intake information to Customer’s designated system of record.

Implementation Assumption: The initial intake script, qualification criteria, and intake questions will be defined during onboarding. Material changes to intake workflows or qualification logic after configuration may require additional implementation work outside the scope of this Agreement.

4. Chase Agent Configuration

Basic and Standard Onboarding, where applicable per Customer's Order.

Neto will configure an AI Chase Agent to conduct proactive outbound follow-up communications with leads, prospective clients, or existing clients via voice and SMS, and to perform warm transfers upon re-engagement.

Deliverable:

A configured AI Chase Agent capable of conducting outbound follow-up communications and warm transfers in accordance with Customer’s outreach workflows.

5. CRM or Case Management Software Integration

Basic integration included in Basic Onboarding. Up to 3 integrations included in Standard Onboarding, per Customer's Order.

Neto will integrate the applicable Agent(s) with Customer’s CRM or case management software to enable the creation or updating of records within Customer’s system of record. Data collected during Agent interactions will be transmitted through the applicable API and mapped to the appropriate fields.

Deliverable:

Successful transmission of data from the Neto Agent(s) to Customer’s CRM or case management software for record creation or updating.

Implementation Assumption: Field mappings between Neto and Customer’s system of record will be defined during onboarding. Changes to data structures, required fields, or field mappings after deployment may require additional implementation work outside the scope of this Agreement.

6. Document Signing Software Integration

Standard Onboarding only, where applicable per Customer's Order.

Neto will integrate the Intake Agent with Customer’s document signing software to support the automated delivery of engagement agreements or other documents as determined by Customer’s intake workflow. The system will be configured to trigger document delivery based on predefined intake outcomes.

Deliverable:

Automated delivery of engagement documents through Customer’s document signing software, triggered by the Intake Agent workflow.

Implementation Assumption: Customer will provide the document templates and envelope configuration required for the intake workflow. Additional templates, complex routing logic, or template modifications requested after deployment may require additional implementation work outside the scope of this Agreement.

7. DID Routing Configuration

Standard Onboarding only, per Customer's Order.

Neto will configure Direct Inward Dialing (DID) routing to ensure inbound calls are properly directed to the applicable Agent(s) or internal contacts in accordance with Customer’s call flow requirements.

Deliverable:

Configured DID routing supporting Customer’s inbound call handling and Agent workflows.

8. Workflow and Call Routing Configuration

Standard Onboarding only, per Customer's Order.

Neto will configure the workflow logic that determines when callers are handled by the Virtual Receptionist, transferred within Customer’s organization, or directed to the Intake Agent for a full intake process.

Deliverable:

Configured call routing and workflow logic supporting receptionist functions and automated intake processing.

9. System Testing and Validation

Standard Onboarding only, per Customer's Order.

Neto will conduct end-to-end testing to confirm that Agent workflows, integrations, and document delivery operate as expected prior to deployment.

Deliverable:

Successful end-to-end validation of call handling, data capture, system integrations, and document delivery.

10. Deployment

Upon completion of configuration and internal validation, the applicable Agent(s) and integrations will be delivered to Customer in a functional state for Customer testing and validation. This constitutes Go Live as defined in the Agreement.

Deliverable:

Deployed Neto Agent(s) and integrations accessible to Customer for testing and validation.

11. In Production and Hyper-Care Support

Once Customer begins routing live inbound calls to the Agent(s), the system will be considered In Production and the Hyper-Care Period will commence. The Hyper-Care Period is included in all onboarding packages and is described in detail in the Agreement.

Deliverable:

Hyper-Care Period support commencing on the In Production date, as defined in the Agreement.

Out of Scope

The following are not included in any standard onboarding package and may be available as additional services subject to a separate agreement and additional fees:

(i) Custom integrations not described above or not available through standard API connectivity;

(ii) Material changes to Agent scripts, qualification logic, or intake workflows after initial deployment;

(iii) Changes to field mappings or data structures after deployment;

(iv) Development of custom document templates or complex envelope routing logic;

(v) Training of Customer’s staff beyond the Virtual Agent Strategy Session; and

(vi) Any work requiring access to Customer’s internal systems beyond the API connections established during onboarding.

Updates

Neto may update this Scope of Work from time to time to reflect changes in onboarding offerings, included integrations, or deliverables. Updates will be posted at this URL and customers will be notified in accordance with the Agreement. The scope of work applicable to a Customer’s Order is the version published at the time of checkout, as confirmed in Customer’s Order confirmation.