Something stopped working.
Report the issue through your project’s support path. Include the impact on the team so it can be assessed against the agreed support terms.
Support
Keep the work moving
after launch.
For an existing project, use the support contact and response path in your agreement. If you’re unsure where to start, contact Jason or Eric.
Tell us what happened.
A short, specific description helps us understand where the work stopped and what needs attention.
Include in your message
- The process or screen affected.
- What you expected and what happened instead.
- When it happened and whether it repeats.
- Who is affected and any deadline at risk.
Share sensitive documents through the agreed project channel. Leave passwords and access keys out of the message.
The process has changed.
A new data source, approval rule or reporting requirement may need a change to the software. Describe what is different so the scope and cost can be agreed.
Someone needs to take over.
Plan the documentation, access transfer and remaining responsibilities with the project owner. Ownership and handoff terms belong in your agreement.
Make support clear before launch.
What does ongoing support include?
The agreement defines the supported process, maintenance work, contact route and responsibilities on each side. The scope can differ between projects.
How quickly will you respond?
Use the response terms and operating windows in your project agreement. This website does not set a universal response-time commitment.
Are new features part of maintenance?
Check the agreed scope. New capabilities or material process changes need their own scope and price before work starts.
Planning a new project?
Start with the finance process you want to improve.