Understanding System Requests


Understanding System Requests: Add-ons, Enhancements, and the Importance of Formal Channels (Including Investigation Requests)

Maintaining a robust and efficient system requires ongoing effort. While standard system maintenance and support address core functionality and bug fixes, requests for add-ons, enhancements, or modifications fall outside this scope. These requests represent valuable development work requiring dedicated resources and, as such, necessitate a formal process. This also applies to requests for investigations into perceived system errors.

It's crucial to differentiate between genuine system issues covered by our Service Level Agreement (SLA) and requests for new features, changes, or investigations into user errors. Our SLA ensures the smooth operation of existing functionalities. However, requests for the following are considered separate projects or billable services:

  • Add-ons: New features or modules not included in the original system.
  • Enhancements: Modifications or improvements to existing features that go beyond bug fixes or performance optimization.
  • Customizations: Tailoring the system to meet specific business requirements not addressed by standard functionality.
  • Investigations of User Errors: Requests to investigate issues determined by our experts to be caused by user error, not system malfunction.

These types of requests, especially investigations, involve a significant investment of time and resources. Our engineers must dedicate time to:

  • Analysis: Understanding the specific requirements or alleged error and its impact on the existing system.
  • Planning: Designing the solution or investigation process.
  • Programming/Investigation: Writing and testing code or meticulously examining system logs and data.
  • Execution: Deploying the changes or presenting the findings of the investigation.

These activities are billable services, reflecting the value of the expertise and effort involved. Treating such requests, especially repeated requests for investigations after a determination of user error, as free-of-charge changes undermines the resources required and the value delivered.

The Importance of Formal Communication Channels

To ensure efficient handling of all requests, including investigation requests, we require the use of formal communication channels. This means submitting requests via our designated support portal or official email address. This process ensures:

  • Proper Documentation: Requests are recorded, tracked, and managed effectively.
  • Prioritization: Requests are assessed and prioritized based on business impact and resource availability.
  • Clear Communication: A clear communication trail is established, facilitating effective collaboration and avoiding misunderstandings.

Investigations of User Errors: A Clarification

Our team of experts is highly skilled in diagnosing system issues. If, upon initial assessment, we determine that a reported issue is due to user error (e.g., incorrect data entry, improper use of system features), we will communicate this finding clearly.

It is the responsibility of the end-user to understand how to use the system correctly and to trace back their steps to identify the source of the error. We are not responsible for performing end-user tasks. The system is designed for consistency; if a genuine system bug exists, the error will typically be replicated across multiple records or users. Isolated errors affecting only one or two records are highly indicative of user error.

Repeated requests for investigation after we have identified the cause as user error will be treated as a billable service. This is because these requests require our engineers to expend valuable time and resources re-examining issues that have already been resolved. This policy is in place to ensure efficient use of our resources and to encourage users to take responsibility for their own actions within the system.

Why Informal Communication is Ineffective

Informal communication methods, such as phone calls complaining about unrelated issues or leaving vague voicemails, are not effective for handling system requests, especially investigation requests. These methods:

  • Lack Context: They often lack the necessary details for our team to understand the request fully.
  • Create Confusion: They can lead to misinterpretations and wasted time.
  • Strain Resources: They divert our team's attention from addressing genuine system issues.

Repeated inquiries about unrelated topics through informal channels will not be entertained. This policy is not intended to hinder communication but rather to ensure that all interactions are productive and respectful of everyone's time. By adhering to the formal process, customers can ensure that their requests are properly addressed and that our team can focus on providing efficient and effective support.

In summary: For any system changes beyond standard maintenance and support, including add-ons, enhancements, customizations, or investigations (especially after a determination of user error), please submit a formal request through our designated support channels. This ensures proper handling, efficient resource allocation, and a clear communication process. We appreciate your cooperation in helping us maintain a streamlined and effective support system.