Last Updated: September 1, 2026

Professional Services Scope of Work

Denticon and Cloud 9 Core Implementations

This Scope of Work (“SOW“) details the professional services offered by Planet DDS in connection with the implementation and onboarding of Denticon and/or Cloud 9 practice management software. Unless otherwise noted, services described herein apply equally to both Denticon and Cloud 9 implementations.

This SOW is incorporates and is subject to the terms of the Software-as-a-Service Agreement (the “Agreement”) and the applicable Order (as defined in the Agreement) that specifies the implementation, conversion, and/or training services (“Professional Services”) to be provided by Planet DDS to the customer identified on the Order (“Customer”). Not all Professional Services detailed in this SOW will be applicable to every engagement; Planet DDS will provide Professional Services only to the extent such services and associated fees are set forth in an Order. Where expressly agreed by Planet DDS and Customer, the terms of an Order may supersede the terms of this SOW with respect to services covered by such Order. Professional Services shall be considered “Ancillary Services,” and therefore part of the “Services” as such terms are used in the Agreement.

1. Implementation Services

1.1 Implementation Coordination & Delivery Management

The Planet DDS Implementation team manages and coordinates most implementation activities remotely, with Delivery Managers and Implementation Coordinators collaborating with Trainers, Conversion Engineers, Support Engineers, and Customer’s designated resources to ensure efficient, timely execution in alignment with Customer’s goals. This includes:

  • Project meeting facilitation and resource coordination
  • Location-by-location setup including users, providers, scheduling, clinical templates, forms, and system configuration
  • Data, document, and image conversion support, including data mapping oversight and auditing
  • Image installations and hardware readiness checks where applicable
  • Setup and enablement of Planet DDS add-ons, integrations, and AI-powered features
  • Training prerequisite coordination and scheduling of remote or onsite training resources

The implementation team will remain engaged for 30 days after each location’s go-live to provide enhanced support, after which time the location will move to the standard support model, which includes self-service resources, support services, and Account Management (as applicable).

Implementation hours are scoped from Customer’s rollout plan, confirmed at contract execution, and billed monthly based on actual hours incurred. Should scope changes or unexpected delays arise, Planet DDS will work with Customer to assess any impact on hours and align on a revised plan.

1.2 Implementation Governance

Planet DDS and Customer will jointly establish a Steering Committee of 2-3 representatives from each party to oversee project progress, readiness decisions, and issue escalation throughout the implementation. The Planet DDS team will schedule and facilitate regular meetings, document minutes and action items, and maintain a project log covering risks, decisions, change orders, and go-live readiness. A Stakeholder Registry will be established within 14 days of project kickoff to define escalation paths for both parties.

1.3 Milestone Credits

If milestone credits are included in the Order, credits are earned based on the number of locations live by the applicable due date. Each milestone, due date, and credit amount will be specified in the Order. Credits will be applied to Customer’s account in the month following the applicable milestone date, once the milestone target has been achieved. Live locations are measured cumulatively at the due date.

2. Strategy and Configuration Workshop

The Strategy and Configuration Workshop is a structured, in-person working session involving key Customer stakeholders and Planet DDS implementation leaders, focused on aligning strategic direction, governance, and system configuration decisions for enterprise-wide execution. Working sessions move from leadership alignment into hands-on design, resulting in governance, workflow, and configuration decisions that support scalability, consistency, and controlled flexibility across the organization. A primary outcome of the Workshop is the creation of a Model Office – a standardized configuration and workflow baseline that guides system build-out, informs standard operating procedures and training development, and supports phased deployment of additional locations.

Key Focus Areas

  • Strategic alignment and governance – including success criteria, executive sponsorship, decision and escalation models, communication cadence, and change management approach
  • Model Office design – confirming core system configuration, workflows, roles, and permissions that will serve as the enterprise standard for future locations
  • Workflow and configuration standardization – identifying where processes will be consistent across the organization and where limited variation is required
  • Rollout and adoption planning – including rollout sequencing considerations and alignment on key adoption roles
  • Risk identification – capturing operational, technical, or organizational constraints that may impact rollout or adoption

The Workshop is delivered by three Planet DDS subject matter experts (SMEs) over three consecutive onsite days. A standard delivery day is defined as up to eight (8) hours of Planet DDS-led delivery time. The Workshop fee specified in the Order does not include travel and expenses, which are billed separately in accordance with the Planet DDS Travel Policy.

3. Data, Imaging, and Document Conversions

3.1 Data Conversion Scope

As part of the implementation, Planet DDS will perform data conversions from Customer’s legacy practice management system. Conversions are executed on a per-location basis and aligned to the agreed rollout and go-live schedule for each site. The conversion process is structured to support operational continuity while minimizing disruption during the transition.

A standard conversion covers the data fields defined in the supported legacy system conversion checklist for the applicable platform. Checklists are available at www.planetdds.com/supported-systems-for-denticon-conversions and www.planetdds.com/supported-systems-for-cloud-9-conversions. Each location’s standard conversion generally includes most of the following applicable data elements, subject to support within Customer’s legacy system:

  • Patient Demographics
  • Responsible Party and Insurance Information
  • Appointments
  • Transaction/Ledger History
  • Clinical Notes
  • Treatment Plans
  • Perio Charts
  • Pre-existing Services

Any data fields, elements, or systems outside of the supported checklist are considered custom and will be evaluated on an individual basis; a separate estimate will be provided prior to commencement of any custom work.

3.2 Data Conversion Process

For each location, Planet DDS performs a trial conversion and provides Customer with Planet DDS mapping tools to review, confirm, and complete any unmapped fields. Both Customer and the Planet DDS Conversion QA team conduct audits of the trial conversion to identify and resolve any potential issues prior to the final extraction.

The final data extraction and conversion are completed shortly before each location’s go-live date to minimize gap data, after which Planet DDS and Customer will both complete a final audit. Additional conversion assumptions and Customer responsibilities are outlined in Sections 6 and 7.

3.3 Imaging and Scanned Document Conversions

Imaging conversions are included per location, per database, where applicable, and consist of both initial and final image conversions, subject to supported formats and successful patient ID mapping, with Customer-led audits after each conversion. Scanned document conversions occur post go-live and may take several weeks to complete depending on data volume. Further detail on imaging assumptions and Customer responsibilities are outlined in Sections 6 and 7.

4. Learning and Adoption

4.1 Adoption Leader Training

The Adoption Leader Training is a required onsite program for enterprise and multi-location implementations, designed to align designated Customer leaders, subject matter experts, and internal trainers around standardized workflows, roles, and operational decisions before end-user training begins. The session establishes a shared foundation for end-user training and supports long-term adoption consistency across the organization. It is scheduled and delivered by Planet DDS prior to the go-live training phase for the first wave of locations.

The Adoption Leader Training is delivered by one Planet DDS trainer over three consecutive onsite days with up to 12 participants. The fee specified in the Order does not include travel and expenses, which are billed separately in accordance with the Planet DDS Travel Policy.

4.2 Master Trainer Certification*

The Master Trainer Certification is an in-depth train-the-trainer program designed for Customer-designated individuals who will be responsible for facilitating end-user training and ongoing support across the organization. Participants complete a structured program that equips them to deliver consistent, effective training to office teams independently, which incorporates multiple forms of learning, including self-guided online training through the Planet DDS Learning Center, live virtual instructor-led sessions, and in-person onsite training, providing a comprehensive and structured path to certification.

Fees are charged on a per-participant basis and the number of participants to be certified is scoped during the sales and onboarding process based on Customer’s internal training structure, the size of the organization, and Planet DDS’ recommendations for sustainable training coverage. Where scheduling allows, in-person components of the Certification will be delivered in conjunction with the Adoption Leader Training. If this cannot be coordinated, additional travel and expenses may apply. The anticipated participant count and associated fees are included in the Order

* The Master Trainer Certification is currently available for Denticon and will be available for Cloud 9 by the end of 2026.

4.3 Go-Live End User Training and Support

Planet DDS provides go-live training and support for a specified number of locations during the initial rollout phase of the implementation. The program consists of two consecutive days of training followed by one or two consecutive days of go-live support, delivered by one Planet DDS approved Trainer. A training or support day is defined as up to eight (8) hours of Planet DDS-led delivery time. The number of locations included, and whether delivery is virtual or onsite, is determined during the discovery process based on Customer’s rollout plan and Planet DDS’ recommendations and is specified in the Order. Trainers also host regular live multi-customer training sessions which Customer team members are welcome to join for further learning and Q&A opportunities.

Additional Training

Additional onsite training days and additional virtual training or support sessions are available as optional services. Fees for additional services specified in the Order do not include travel and expenses for onsite services, which are billed separately in accordance with the Planet DDS Travel Policy.

4.4 LMS Prerequisites and Learning Readiness

Completion of Planet DDS Learning Management System (LMS) training is a prerequisite for all office team members prior to their go-live training day. Planet DDS will assign the appropriate modules to each team member within the Planet DDS Learning Center and will track completion in advance of each location’s go-live training date.

To support user setup, Planet DDS provides Customer with an admin login to the Planet DDS Learning Center, allowing Customer to create user logins and assign training to team members directly. Alternatively, Customer may provide Planet DDS with a list of all users including email addresses and roles, and Planet DDS will upload the users and assign the appropriate training modules based on role. Further detail on LMS customer responsibilities is outlined in Section 6.

4.5 Training Delivery

Live training sessions are scheduled based on resource availability and confirmed in advance. Planet DDS will ensure qualified trainers are assigned to all engagements, though specific trainer requests are subject to availability. Go-live Training and Support covers the number of locations specified in the Order; changes prior to execution should be reflected in a revised Order, and additional days or hours after execution are available at the rates outlined in the Order.

When Customer takes on the responsibility of go-live training delivery and support for locations beyond those covered by Planet DDS in the Order, related Customer responsibilities are outlined in Section 6.

5. Out of Scope and Change in Scope

The following are excluded from the Professional Services described in this SOW unless otherwise specified in the Order:

  • Locations beyond the number specified in the Order or subsequent revised Order
  • Dedicated implementation support beyond the 30-day enhanced support period following each location’s go-live. (Standard support remains available through the Planet DDS support desk.)
  • Live training for team members onboarded after the original training engagement. However, additional live training can be requested at the rates specified in the Order. (Planet DDS Learning Center access remains available to all team members.)
  • Any additional services not explicitly defined in this SOW and the Order

Any services not listed in this SOW or the Order can be discussed and added prior to execution or addressed through a change order post-execution.

Changes to the rollout plan, location count, or project structure may affect implementation hours, conversion fees, training fees, and delivery schedules; Planet DDS will communicate any anticipated impact as early as possible. Late cancellation or rescheduling fees may apply if schedule changes are necessary as a result of Customer’s failure to meet its responsibilities outlined in Section 6.

6. Customer Responsibilities

Planet DDS relies on Customer to fulfill the following responsibilities throughout the engagement. Meeting these commitments helps ensure a smooth rollout and the best possible outcomes for each location.

Customer is responsible for:

  • Designating a primary project coordinator as the day-to-day point of contact and decision-maker and ensuring Steering Committee representatives are empowered to make timely decisions.
  • Participating in scheduled project meetings and providing timely sign-off at key milestones including go-live readiness.
  • Initiating the data request from their legacy system provider, for all databases, promptly upon contract execution.
  • Ensuring all required system setup tasks within Denticon and/or Cloud 9 are completed for each location prior to their scheduled go-live date, in alignment with the project plan and timelines provided by Planet DDS.
  • Completing data mapping and comprehensive conversion audits for both trial and final conversions by the due dates, with final approval before releasing teams to work in the live system.
  • Conducting imaging audits following each conversion, where applicable, and reporting any unmapped or excluded items to the Planet DDS team.
  • Ensuring team members have their assigned LMS modules completed no later than one business day before their scheduled training date to ensure effective learning.
  • Taking on training and go-live support delivery for locations beyond those covered by Planet DDS in the Order, using certified internal trainers or champions from previously live locations, with hands-on in-person support available on each training and go-live day.
  • Ensuring system access, user credentials, and workstation readiness are in place at each location prior to training and go-live dates, and maintaining active access to the legacy system through final data extraction.
  • Adhering to the agreed rollout schedule where possible and communicating any anticipated delays or changes to Planet DDS as early as possible.

7. Assumptions

The following assumptions underpin the scoping, staffing, and delivery of services described in this SOW.

Planet DDS assumes:

  • The rollout plan remains materially consistent with what was agreed at contract execution. Changes to location count, structure, or timeline may affect implementation hours, fees, and delivery schedules.
  • Data conversions are performed from supported legacy systems. Fields outside the supported checklist are considered custom and require a separate estimate.
  • Any changes made in the legacy system after final data extraction will not be captured in the conversion and will need to be addressed post go-live.
  • Delays in obtaining data from the legacy provider are within Customer’s control and may impact conversion schedules and go-live dates.