• Created by user-29411, last modified by user-7ea28 on Apr 07, 2014

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As of 8/8/13, this is the support work flow for both break/fix AND for feature/change requests.

Stockroom staff => ChemIT

<chemit>

  • Emailing us will create a ticket request with ChemIT.

ChemIT => Brightworks

ChemIT to request either a fix (if about 1-2 hours of billable time) or an estimate (if expected to be more than 2 hours billable time).

  • ChemIT to contact Brightworks at <help@brightworks.cc>.
    • This will create a ticket request with Brightworks.
  • Ensure David Neish 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 immediately.
    • If the service is expected to be more than 2 hours of Brightwork's billable time, request an estimate gets compiled in parallel to the initial 1-2 hours of billable work (since urgent!).
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