Product Process
Embedded Files
Here are a few key processes around our product that we would like you to understand.
If you do not find what you need you can contact us and we will be happy to help.
Background
Roadmap-based Development
We manage product change using a Roadmap. Requests for Change are processed by our Account Managers who talk with the Product Manager to decide whether the change:
is a change for our product OR
is a change specifically for a Customer OR
is a Support Call.
Change for our product
The Request for Change will be presented at a sign-off meeting by the Account Manager. The change will be allocated a release and provisional delivery date. NOTE: We will make this allocation based on many factors (resources, skills, market pressures, other change requests, etc.). The roadmap will be updated to reflect the change.
Acceleration Fee
We appreciate that the allocated release and delivery date may not work for you. We, therefore, offer an opportunity to bring the change forward by paying an Acceleration Fee. This fee is calculated based on the size of the change and is in recognition that we will need to bring in extra resource to cover the increased workload.
Change specifically for a Customer
The Account Manager will talk with the person requesting the change to discuss commercial options.
Support Call
The Support Call will be sent to our Support Team for processing. Further information about support can be found here.
Roadmap Location
The Roadmap can be accessed through Workflow (Header user menu > Roadmap).
Process
The following process should if a Request for Change is required:
Raise a Request for Change with your Account Manager using the following form:
Your Account Manager will appraise the change, with the Product Manager, and, if appropriate, present at the next sign-off meeting. They will come back to you if they require further information.
You will be notified of the decision of the sign-off meeting based on one of the 3 above outcomes.
Report abuse