Proposal for FreshService Replacement with Servicely

Green by NaturePrepared by Service Quality | Strategic Partner for AI-Native Service ManagementBuilding ITSM for the future with ServicelyPowered by Service Quality Servicely ITSM ProposalSubmitted: 2 September 2026

03 Executive Summary 04 The Decision 05 Implementation 06 Enable ITSM 07 Enable Approach 08 Investment 09 Commercial Flexibility 10 Who We Are 12 Who We Work With 14 Next Steps Table Of Contents

EXECUTIVE SUMMARY Green by Nature has identified an opportunity to move beyond its current FreshService environment to a more capable service management platform that can support the organisation's immediate IT requirements while providing a pathway for broader growth, automation, AI and enterprise service management capability over time. Following the Servicely demonstration and subsequent working sessions, the proposed approach is deliberately simple: 3 Why this is the right-sized option It addresses the immediate requirement: a modern ITSM platform for a small IT team, without forcing Green by Nature to buy the broader HR (or other corporate services) scope on day one. The initial build is standard and low complexity: incident, request, problem and change management; self-service; knowledge; reporting; Entra ID; and Intune-fed asset context. It creates a controlled path to AI. Green by Nature can first establish clean processes and data, then pilot specific AI use cases before committing to the additional AI subscription. It preserves the longer-term enterprise service management option, including HR/P&C, with separation and role-based controls for sensitive information. The delivery model is local and adoption-led, with Service Quality supporting implementation, training, ongoing support and success. I

Green by Nature does not require a large-scale IT transformation project. The immediate requirement is much simpler: THE DECISION 4 Replace FreshService with a platform that meets today's IT service management requirements, improves capability where it adds immediate value, and avoids creating another platform limitation as the organisation grows. The current FreshService Growth environment provides basic service management capability, but Green by Nature is not currently consuming extensive workflow, automation or asset-management functionality. At the same time, Green by Nature has identified future opportunities across: improved workflow and automation better asset and configuration visibility AI-enabled service management improved reporting and operational insight, and broader enterprise service management, including potential HR/P&C use cases The original scope considered approximately 23 users across IT and HR/P&C, but subsequent discussions have established that HR is better treated as a future phase rather than increasing the scope and complexity of the initial transition. This creates an opportunity to make a smaller decision today without limiting Green by Nature's options tomorrow.

One of the key considerations raised throughout the evaluation has been Green by Nature's internal capacity to undertake another project alongside existing business priorities. The implementation approach has therefore been designed specifically to minimise that burden. Service Quality will lead the implementation. Green by Nature involvement We anticipate Green by Nature will primarily need to provide: approximately 2-3 hours of initial workshops access to appropriate IT stakeholders to validate the current environment limited assistance from Central IT for application registrations and integrations feedback during configuration user acceptance testing, and final approval for production release The intention is to use Green by Nature's existing environment as a starting point, understand what is working and what should not be carried forward, and translate that into a simplified target configuration. Service Quality will then undertake the configuration and build. The expected implementation effort is approximately 10 consulting days, and 2 days of engagement management, normally delivered across approximately 4 weeks, subject to timely completion of customer inputs and availability of required resources. This approach is intended to avoid weeks of internal requirements gathering and repeated workshops while still giving Green by Nature a fixed-price, fixed-outcome implementation with control over the final outcome. LOW-RISK IMPLEMENTATION 5

Service Quality’s Enable is a structured four-to-six-week implementation designed to establish a production-ready IT service management platform using standard, ITIL-aligned processes. The focus is on delivering a practical minimum viable platform quickly, with final scope alignment confirmed following discovery. ENABLE - ITSM 6 Included Capabilities: Incident Management: ITIL-aligned process, configurable categorisation, SLA measurement and major incident management. Problem Management: Problem, known-error and resolution tracking, integrated with Incident Management. Change Management: Change calendar, CAB Dashboard and predefined workflows for minor, major, pre- approved and emergency changes. Knowledge Management: Publishing workflow for internal and end-user knowledge, integrated with Incident Management. Request Management: ITIL-aligned request process, three configured service catalogue forms and one approval and fulfilment workflow. Self-Service Portal: Branded employee portal for submitting, updating and tracking tickets, accessing the service catalogue and searching knowledge. CMDB: IT Asset Management (ITAM) Loading of configuration items into standard Servicely classes and attributes. Core Platform Setup: Entra ID/Active Directory and SSO, bidirectional email, Microsoft Intune integration for CMDB population, and system administrator enablement.

The four-week schedule is subject to confirmation of scope following Discovery, timely completion of customer inputs and availability of required resources. Requirements outside the agreed Enable scope will be assessed separately.ENABLE APPROACH 7 Service Quality’s four-week Enable ITSM implementation framework provides clear visibility of the activities, ownership and milestones at every stage.Discovery Build Transition Deploy Project GovernanceWeeks 1 2 3 4Discovery Worksops Data Gathered & AgreedPlatform ConfiguredProduction ReadyData & requirements gatheringConfiguration of systems & integrations 2-3 weeksKnowledge transfer agent training & communications Implementation Schedule Customer Responsibilities Confirm the MVP scope and provide dedicated project and technical resources. Complete onboarding templates and provide cleansed reference data. Provide access to Entra ID/AD, SSO and integration specialists. Nominate an administrator, complete UAT and manage stakeholder communications. Attend train-the-trainer and deliver broader agent training. Service Quality Responsibilities Lead discovery and provide implementation and integration guidance. Configure the platform using the completed onboarding templates. Complete unit and integration testing. Deliver knowledge transfer and one train-the-trainer session. Enable the nominated administrator to manage minor post-go-live changes.

INVESTMENT The proposed initial investment is based on an IT-only deployment for 15 users. The proposed investment remains within the general range previously budgeted by Green by Nature for an uplift to a more capable ITSM platform. Importantly, this is not an investment in capability that Green by Nature must consume immediately. The recommended approach is to establish the platform foundation now and progressively introduce additional value as organisational capacity and priorities allow. PRODUCT/ SERVICE NAME QTY YEAR UNIT PRICE TOTAL ANNUAL SERVICELY NAMED ITSM LICENSES 15 1 $74 p/month $13,320.00 SERVICE QUALITY IMPLEMENTATION 1 1 $25,000 $25,000.00 TOTAL YEAR 1 INVESTMENT $38,320.00 TOTAL 3-YEAR INVESTMENT $64,960.00 Notes: All AUD Pricing exc. GST Pricing based on 36-Month initial contract Subscription pricing is paid annually in advance Pricing remains valid for 30 days Included are 1 x Production and 1 x Sub-production environment (if required) Hosted in Australian AWS Sydney Data Centres Shorter term contract available at a 5% uplift for 24-months and 10% uplift for 12-month Advanced AI additional cost at +20% Annual Contract Value (total annual license subscription costs) Uplift to Enterprise Licenses can be procured any-time within the contract term and will be co- termed with existing contract dates. 8

COMMERCIAL FLEX We recognise that Green by Nature is currently reviewing expenditure across the broader IT budget. The proposed commercial model has therefore been structured to provide flexibility without compromising the recommended implementation outcome. Our recommendation is to retain the full Phase 1 scope. This provides the strongest foundation for Green by Nature while keeping the total Year 1 investment below $40,000. Reduce the immediate budget impact Rather than reducing implementation scope, Service Quality can spread the $25,000 implementation investment across the initial 36-month contract term. This provides a more predictable annual investment while retaining the complete recommended implementation: 9 All pricing excludes GST. This allows Green by Nature to proceed with the recommended implementation while reducing the initial Year 1 payment from $38,320 to approximately $21,654. Further flexibility if required If further budget reduction is required during the approval process, Service Quality can work collaboratively with Green by Nature to identify specific capabilities that could be deferred to a later phase. This may include elements such as Intune integration or selected non-essential configuration, with any reduction treated as a deliberate scope decision rather than compromising implementation quality. Our priority is to preserve the right platform and implementation outcome while providing Green by Nature with practical commercial options to align the investment with current budget priorities. ANNUAL INVESTMENT SERVICELY SUBSCRIPTION $13,320.00 IMPLEMENTATION $8,334.00 TOTAL ANNUAL INVESTMENT $21,654.00 TOTAL 3-YEAR INVESTMENT $64,962.00

SOME OF OUR CUSTOMERS 12

COMPANY REFERENCES Customer References - Servicely Customer Organisation: IOR Contact: Chris Rizzo Title: Head of Technology Operations Email: chris.rizzo@ior.com.au Phone: 07 3895 4438 Project Name: IT Service Management Customer Organisation: Symbio Name: Peter McCrackan Title: Lead Software Engineer - Servicely Number: +61 8 6240 9476 Email: Peter.McCrackan@telcoinabox.com.au Project Name: ITSM Implementation Customer References - Service Quality Customer Organisation: ASIC Contact: Raymond Dorani Title: Applications Manager Email: Raymond.Dorani@asic.gov.au Phone: 0403 326 160 Project Name: ITSM/ESM Project Customer Organisation: ACMA Name: Tim Bolin Title: Manager Service Management Number: +61 497 240 510 Email: Tim.Bolin@acma.gov.au Project Name: ITSM Implementation 13

NEXT STEPS Subject to Green by Nature's review of this proposal: 1. Confirm Phase 1 scope and commercial position 2. Validate the proposal against CFO requirements 3. Agree any scope adjustments required for approval 4. Complete commercial approval by the agreed September decision point 5. Schedule implementation and project resources 6. Commence the ITSM implementation 7. Target production readiness around 1 November 2026 Service Quality will work with Aaron and the Green by Nature team throughout the approval process and can participate directly in any commercial, technical or implementation discussions required with key stakeholders. 14

CONTACT USInvest in your future and grow with Service QualityHoani BarkerDirector, Customer Success & GrowthService QualityHoani.Barker@servicequality.com.au0419 209 241www.servicequality.com.auPowered by Service Quality