Support and Development requests break up into three categories, each carrying different priorities, timelines and expectations for how they may be addressed.

Production

  • Production means your 'live' applications, 'business-as-usual', as they were defined at commencement or since the last development was deployed
  • Your expectations are that your applications are online, functioning as per defined requirements, and performing to the speed at which they were tested when deployed
  • Should you have a problem e.g. a feature not working as expected, you may raise a support ticket (marked urgent if mission critical)
  • We will respond and if high/urgent priority escalate resources to resolve as soon as possible (see SLA below for a guide to response times)
  • Our Commitment - your applications' functionality wil be restored as soon as possible to working order as specified in service agreements, or development specifications,

Development

  • Develop means to add, build or enhance features of your application to a defined specification
  • This assumes all the requirements are 'known' and specified, and we have an agreed budget
  • The may be a need for contingency but this is usually only if there are a few 'unknowns' (if extensive, see Discovery)
  • Our Commitment - to deliver your application developments on time and on budget

Discovery

  • Discovery means exploration of new ideas, features, possibilities for which the exact specifications or impact are not fully known by you or us
  • For example, you've heard of a feature or seen something on a competitors site that you think might work
  • As we don't know the specifications, we don't know the resource requirement for you to know what the budget requirements might be
  • So the project becomes an exercise in research and testing in order for us all to become more informed as to the viability and effectiveness of the feature
  • This may be at our cost or your cost depending on whether the benefit is to everyone on the Audienceware platform, or bespoke to your application
  • Our commitment - to invest time and resource to assess how the features may work, the development effort required, and time permitting to conduct a demonstration

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