Ask Partner Support for new features, configuration or custom work; if it's a change, we send a form and estimate the time and cost.
- No work starts until we confirm in writing. Work with a cost starts only once both parties sign a change order.
- Configuration hours included in your agreement are used first, and the estimate shows how many you have left.
- Edits typed into a configuration workbook don't request a change. Contact Partner Support instead.
To ask for anything beyond your current setup, such as new features, configuration changes, integrations or custom development, start with Partner Support. If your request needs a change, we reply by email with the Change Request form, then with the time and cost before any work starts.
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Contact Partner Support
Email the partner support email in your onboarding documents and statement of work and copy your account manager. Describe the outcome you need rather than how to build it, which product it affects, and any date that drives it.
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Complete the form we send
If the request needs a change, we reply to your request by email, through Zendesk, with the Change Request form attached. It's a Word document you can circulate for sign-off. It asks for:
- the product it affects, or Multiple products
- the problem you're solving and the change you're asking for; for configuration data, name the workbook and the tab
- any date that drives the request, and what sets it
- who at your organization can approve a cost
Tick the four acknowledgements, add your name and the date, and attach the form to your reply so it stays with the same request.
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Review our estimate
We review the form, check it with our product team where needed, and reply with an estimate of the time and cost. Hours included in your agreement are applied first.
- If the change fits within your remaining hours, we confirm it in writing and schedule the work.
- If it needs more, we send a change order setting out the scope, timeline and cost. The person you named on the form signs it, and work starts once both parties have signed.
If what you need is already part of your setup, we handle it as a normal support request and there's no form to complete. Adding a whole new product isn't a change request: it's a new schedule to your agreement, so speak to your account manager.