SOW versus MSA change request flow
Overview
Scope creep erodes margin—differentiate MSA backbone from SOW deliverables.
Triggers
New site, major app, compliance regime change = new SOW or CR appendix not verbal okay.
Flow
Engineer flags -> AM drafts CR -> legal optional threshold by $ -> client sign -> PSA project spawn.
Training
Technicians empowered to say “happy to help—needs CR” template language polite.
Tracking
CR backlog reviewed monthly; stale unsigned >45 days escalated.
Archive
Completed CR PDFs chained to original SOW folder.
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