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.
- NOTE for June/July 2014: Special awareness and expectations since Nicole is away (mostly for ChemIT staff's FYI).
- 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!).
- See also:
- Current issues being dealt with, through Brightworks