As of 8/8/13, this is the support work flow for both break/fix and for feature/change requests.
Stockroom staff => ChemIT
<chemit>
- This will create a ticket request with ChemIT.
ChemIT => Brightworks
ChemIT to request either fix (<1-2 hours) or an estimate.
- ChemIT to contact Brightworks at <help@brightworks.cc>.
- This will create a ticket request with Brightworks.
- Ensure DavidN is informed, if not directly involved.
- Also inform MichaelL if expectation is a spend of greater than $500 to address the issue.
- If urgent and presumed necessary, request action taken.
- If action is expected to be more than 2 hours of Brightwork's time, request an estimate gets compiled in parallel to the initial 1-2 hours of billable work.