We follow a standard process as below and set correct expectations with customers. This will help us to keep revenue leakage under check.
Bug:
Meaning: Existing functionality, including security, promised to customer not working
Chargeability: Not chargeable if under product AMC
TRI²: task to be created under the Product Tri2 project owned by PD with PD folks working on it.
Time Entry: Non-Billable
Enhancement:
Meaning: Extending, modifying, adding, removing or making any change to a functionality that is not a configurable change and needs development workflow
Chargeability: Chargeable in all cases except where it is included in the Product roadmap and there is no expedite from the customer.
TRI²: To be created under respective Project with PD folks working on it
Time Entry: Enter as Billable time. Due to any reason the PM thinks this is to be absorbed by Triniti, the time can be entered as non-billable.
Implementation out of the box and adding money for enhancements:
Triniti Products are licensed as out of the box with the functionality available:
Available - No additional money will be added
Product is to be enhanced to provide additional functionality - Money to cover the development of enhancement (Development Workflow) needs to be added to implementation cost. If the enhancement is in our Product roadmap, we can provide it as and when developed without additional charges.
Triage time:
Currently, Triage is considered billable time even though on triage the issue may be classified as a bug. A process to give credit for the triage time of bugs in currently not in place and can be put into place later. The PM can decide if the triage time can be non-billable.
Process:
All tasks are to be in Tri2 and no work either for bug fix or enhancement should be done without an issue in Tri2
PM and PD folks will collaboratively determine if an issue is a bug or an enhancement
Ownership for creating a ticket for Bug is with PD and for enhancement it is with respective PM.