Rating

Response

Completion

Category of Work

Definition of Work Request

P1

Within the same business day, the ticket will be viewed and assessed.

Within one business day, the ticket will be actioned and resolved (where possible).

CRM Module

Automated workflow is not working and leads are not going into CRM.

P2

Within the same business day, the ticket will be viewed and assessed.

Within two business days, the ticket will be actioned and resolved (where possible).

CRM Module

 Simple Customisation Request:

• Adjust Field Layout;
• Set a field as mandatory;
• Update Owner;

P3

Within two business days, the ticket will be viewed and assessed.

Within three business days, the ticket will be actioned and resolved (where possible).

CRM Module

• Do an easy request, but in multiple fields;

P4

Within three business days, the ticket will be viewed and assessed.

Within four business days, the ticket will be actioned and resolved (where possible).

CRM Module

·Easy-Medium-Long Customisation Request:

• Medium requests that take a bit of time;
• Create a report based on X;

P5

Within three business days, the ticket will be viewed and assessed.

Within five business days, the ticket will be actioned and the due date confirmed.

CRM Module

CRM Technology Request

· Development work

· Testing / validation

· Knowledge base

· If straight-forward system implementation = 1 week (Validation of request + testing on sandbox + sign-off + Implementation)

Complex request = Planning & study by the case & return to the client with an estimation in 1 week

P5

Within three business days, the ticket will be viewed and assessed.

The request will be completed within 14 business days

CRM Blueprints

Blueprints/workflows

Initial briefing > internal development > trial on sandbox > sign-off > Implementation > troubleshooting.