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KB40499 - Support Process for Enhancement Request (ER).

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Last Modified Date3/20/2017 10:47 AM
This article describes the support process for Enhancement Requests (ER)
Problem or Goal
The goal of this article is highlight the support process for Enhancement Requests (ER).

On some occasions, a specific feature/idea about which a customer raises a case can be concluded as an Enhancement Request (ER) by our Development/Engineering teams right away or sometimes upon preliminary investigation.
  • Upon conclusion that a specific feature/scenario is an ER, the Sales/Accounts team member must raise an ER for the customer.
  • ERs are out of scope for support teams and therefore, Support Team will loop in the concerned Sales Engineer/Account Manager with the customer so that customer can follow-up with them about the status/roadmap.
  • There are chances that an ER can be rejected by PLM (Product Line Management) based on feasibility study and market trends.
  • Also, there will be no ETA (Estimated time of Arrival) for the ER to start with as it requires multiple levels of approvals.
  • Lastly, once the ER is approved by PLM, the concerned Sales/Accounts team will update the customer about the roadmap.
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Created ByRaghu Kumar



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