Adaptemy are committed to constant improvement of the core product for all our customers.
In the attached file you will see a flow diagram which answers common questions about the mechanism for requesting changes to the product.
It all begins with an email to firstname.lastname@example.org which creates a ticket to track your request in our support tool (ZenDesk).
Your ticket is triaged per the contractual SLA and you should expect a quick response.
> If you ticket is a Bug or Administrative task covered by SLA it will be progressed based on severity.
> If your ticket is a Change Request (A change to how the product works or a suggested improvement) we will determine if it is a very small task (Quick Win)
> If yes, we will deliver free of charge, in-sprint if possible, and update the ticket to confirm completion.
> If no, we will submit a proposed solution design and attach cost/time estimates. If approved, we will add to the backlog and deliver per the agreed timeline.
Note: If changes are requested but budget is not available we will add your feedback to our backlog for consideration in future deliveries.