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KB40499 - Support Process for Enhancement Request (ER).

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Last Modified Date3/20/2017 10:47 AM
Synopsis
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).
Cause
Solution

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, GEC 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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