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New Features & Change Requests Procedure

Authorisation

This document has been approved & authorised by:

Approved By

Release Date

Next Review

Lauren Peters

@a user

@a user


Contents

Introduction

Purpose

The purpose of this procedure is to define what actions should be taken when issues and requests have been raised via the portal from users of 3t Digital systems.

Scope

This documents is applicable to all personnel who deal with customer requests that come in via the Jira portal. It covers the how items should be raised, responsibility or both 3t Digital employees and users and the timing which tasks should be dealt with.

Related Documents

Definitions

Portal

A webpage that allows users of the system to requests or issued for the team to deal with.

SLA

Service Level Agreement - a commitment between a service provider and a client.

Responsibility

Customer Success Team

Completing an initial review of New Feature requests and approving or declining the request.

Issuing quotes to the user once the scope has been agreed.

Ensuring the tickets are kept up to date in the New Features board for reporting reasons & issuing the reports to external/client management teams to define the ticket priority and release dates.

Business Analyst (BA)

Liaising with the requester to gather requirements for approved New Feature requests and confirming the scope with the client.

Raising the approved request with the development team using the information confirmed on the ticket.

Raising Issues & Requests Process

Process Flow

Reviewing Requests

It is the responsibility of the Head of Customer Success to review all requests that are created via the New Features portal and Accept or Decline them. All requests must be reviewed within the timescales set within the SLA’s.

If a request is approved the requirements gathering sessions will commence with the relevant parties.

Declining will close the ticket, and a reason must be provided to the requester as to why it’s been declined.

Understanding the Requirements

It is the responsibility of the BA to gather all requirements for the requests that have been raised and gain approval from the requestor that their request has been understood.

For all approved requests, the BA must liaise with the requestor to collate all of the information to create a scope. If the BA is waiting for information from the requestor, they must set the ticket status to ‘Awaiting Client Info’ to help with the accuracy of SLA’s.

It’s important that all discussions are recorded on the ticket that has been raised for auditing and quality reasons. If any discussions are had offline such as emails, teams messages or phone calls, it’s important that this a retrospectively recorded on the ticket details the key points.

Once the requirements have been gathered, the BA must then comment on the ticket with the scope of work/user stories that will be given to the development team so they can approve, decline or make any changes. The scope must be recorded on the the ticket so it is documented correctly along with any relating comments.

Once the scope has been agreed, the BA must raise development tickets using the approved scope/user stories and update the ticket.

Issuing Quotes

It is the responsibility of the Business Analyst to issue quotes out once the scope has been approved. The quote must include:

  • Requestor Name

  • Company Name

  • Project Name

  • Details of work

  • Duration

  • Costs

  • Quote Number


The ticket status must then updated and it is now up to the requester to approve or decline the quote. If a quote as been approved a method of payment must be provided by the requestor before proceeding.

Scheduling Approved Tickets

All tickets that are approved and have payment where required will be placed into a development queue.

The Head of Customer Success must then liaise with the Product Manager to see if the selected requests are able to fit in the upcoming release, providing them with the ticket details and the total estimated days.

Once the Product Manager has agreed which tickets can go in the upcoming release, the Head of Customer Success must then update the following:

  • Update the requestor with outcome of the meeting and advise of release date

  • The ‘Due Date’ for the selected tickets to show the release date they will be Live

  • Update the announcements in the portal to list all tickets that have been selected for the next release

User Acceptence Testing

Once tickets are in development and are within the UAT systsem, the client will be advised of the changes made and will be shown the updates in the system for review. Any feedback, based on the original scope, will be given to the development team, where we can capture any changes (where necessary) and correct before go live.

Completed Requests

Once a ticket has been complete, the ticket status will be set to ‘Client Sign Off'.

If the client is happy with the changes implemented, the ticket status can be set to ‘Done’. The ticket is now closed and any additional changes must be raised on a new ticket.

Response & Action Timescales

This is an extract from Service Level Agreement (SLA)

Service Level Agreement (SLA)

Overview of the Customer Support Team SLA & Timelines

At 3t Digital, we understand the importance of timely resolution and value our clients' time. Our Service Level Agreement (SLA) timelines are designed to ensure efficient management of Jira tickets raised by our clients.

Upon ticket submission, our team strives to acknowledge and assess the issue within below timelines. Depending on the complexity of the query, our goal is to provide an initial response within this timeline and to keep you informed and engaged throughout the process.

For standard issues, we aim to have a resolution within timescale below depending on the type of ticket raised. Our dedicated team of experts will work diligently to address your concerns, provide solutions, and offer guidance to ensure your satisfaction.

In case of more complex or technical matters, our team may require additional time to thoroughly investigate and resolve the issue. Rest assured, we will maintain regular communication and keep you updated on the progress until a resolution is reached.

Our commitment is to deliver prompt and effective support while maintaining the highest quality standards. We continuously strive to exceed our SLA timelines and provide exceptional service, ensuring a smooth and seamless experience for our valued clients.

Required Actions

There are 3 main actions that must complete for every ticket that is raised from the portals.

Action

Description

Response

A member of the team must respond to the requester/reporter on the ticket raised within the set timescales to acknowledge the query and inform them that it’s being reviewed.

Review

A member of the team must investigate the ticket raised and go back to the requester/reporter with a the next steps or the action that has been taken within the set timescales.

The could be a number of things such as raising a development ticket, a link to a user guide, arranging further training sessions etc.

Resolution

A member of the team must resolve the ticket within the set timescales, giving the report/requestor a solution so the ticket can be closed.

Timing of Actions

Listed below are the types of issues that can be raised and timings of when they will be dealt with as per the agreed SLA’s.

The timescales listed are working hours/days

Type

Response

Review

Quote Issued

Resolution

Critical Bug

30 mins

1 hour

N/A

4 hours

Bug – High

3 hours

1 day

N/A

3 days

Bug – Medium

3 hours

1 day

N/A

Included in next available release

Bug – Low

3 hours

1 day

N/A

Included in next available release

Support Query

3 hours

1 day

N/A

3 days

Data Requests

3 hours

1 day

5 days

Prioritised by client into an available release

Working Hours (Time zone = GMT (Greenwich Mean Time))

Day

Opening Time

Closing Time

Monday

08:00

16:00

Tuesday

08:00

16:00

Wednesday

08:00

16:00

Thursday

08:00

16:00

Friday

08:00

16:00

Saturday

Closed

Closed

Sunday

Closed

Closed

Definitions of Ticket Status

Status

Description

New Request

The ticket has been created and is waiting to be reviewed

Requirements Gathering

The ticket has passed the initial review and has been passed to BA to ensure we have all of the details required to completed the request

Scope Issued

BA has issued a scope to the requester and is waiting for them to approve or decline/change the scope of work

Ready for Estimates

If a request has fees attached, and once the scope has been approved, the request is then sent for estimates so we can produce a quote

Quote Issued

All estimates have been gathered, a quote has been produced and issued to the requester to provide payment for the development work

Development Queue

The scope has been approved, any fees have been paid and the request is now waiting to be selected for a future release

Raised with Development

The request has been selected for the next release and is with the development team

Ready for Release

The development, design work and testing is complete and the request is waiting to be pushed through into Live on the release date

Client Sign Off

The request is Live ready for the requester to review and confirm the work that has been complete meets the approved scope

Awaiting Client Info

A member of the 3t Digital team required further information from the client so they can proceed with their request

Done

All requirements for the request has been complete and the ticket is now closed

Declined

The request has either been declined by a member of the 3t Digital team or the requester no longer requires this

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