Change requests

If you must have a product enhancement completed within a particular time frame, you will need to fund the implementation and delivery of the change. To start this process you will need to complete a change request form, describing the details of the feature you want and why you need it. This information will allow our Product Owners to evaluate your request and provide you with proposed costs and timescales.

You have a customer funded change request if:

You are able to clearly describe what you need, which product it relates to and why you need it.
You need a feature for a specific date.
You are ready to pay in full for the change to be implemented.

UX Designer pointing at a mockup of new features in the Surpass Platform

Submit a change request

Please complete all fields on this form and then click submit to send it to us. Once you’ve submitted the form, we’ll send you an automated email to confirm we’ve received your request. Your request will go straight to the relevant Product Owner who will then quickly get in touch with you to discuss your requirement.

All fields are compulsory. If you cannot provide clear information then please feel free to use our Consultancy Services to help refine your requirements.

Please ensure you’ve provided as much information as possible so that we can deal with your request effectively.

Name*
Email*
List the group(s) of users that will be affected by this change.*
When do you need this feature to be available?*
DD slash MM slash YYYY
Please describe the need for this date:*
Please describe any current timescales/plans for testing, piloting, go-live, etc.
Describe the business problem you are trying to overcome.*
Describe the desired outcome once a change has been implemented.*
Please list any specific functional and non-functional detail that we should be aware of.
Describe any current offline or alternative processes/tools/workarounds you have in place to support this at present.*
If this is a completely new process then describe what you ideally would like the new process to look like (note, you can include this information in an attachment if you prefer).
You can upload a document to better describe you requirement (1.4MB limit)
Accepted file types: doc, docx, xls, xlsx, pdf, Max. file size: 24 MB.
Phone
This field is for validation purposes and should be left unchanged.

What happens once you’ve submitted a request?

Timescales may vary slightly, but the expected timescales in responding to your request are as follows:

Stage	Response Time	Customer Receives
1	Within 5 minutes of submission.	An automated email acknowledgement of the submission.
2	Within 2 working days of submission.	An email acknowledgement of the submission from the Product Owner.
3	Within 4 working days of submission.	An email confirmation from the Product Owner of whether or not the submission contains enough detail and an initial view of its feasibility.
4	Within 10 working days of the Product Owner confirming there is enough detail.	An email providing the initial proposal from the Product Owner.
5	Within 10 working days of the customer accepting and financially authorising the initial proposal.	An email providing the final proposal from the Product Owner.