How We Manage Statements of Work, Enhancements, and Defects

Once your Navigator system is installed, we are committed to ensuring a long and successful partnership. This is where our Customer Success Team plays a pivotal role. Their responsibilities go beyond day-to-day helpdesk tasks to ensure that you can:

• Make the best use of Navigator system updates.

• Arrange training for new staff.

• Integrate Navigator with third-party systems or data suppliers.

Your Customer Success Manager (CSM) is dedicated to ensuring you always maximise the value of Navigator. They will regularly stay in touch and are available via email, phone.

Statement of Work (SOW)

From time to time, you may require work that falls outside the scope of standard support. This is managed through a "Statement of Work" (SOW). If you have been directed to this section, it is likely due to a specific request requiring formal documentation. SOWs are used for:

• User-specific reporting.

• Configuration changes (e.g., new branch setup, accounting adjustments).

• Updates to forms and templates.

• Provision of additional products or services.

Process for SOW Requests:

1. Written Request: Complete the SOW form with as much detail as possible about your requirements.

2. Acknowledgement: Upon submission, your SOW will be acknowledged and assigned a ticket number in our helpdesk system.

3. Review and Response: Within 7 working days, we will review the request and provide a response, including timescales for delivery.

4. Consultancy Charges: If applicable, you will be advised of any consultancy fees prior to work commencing.

Submit a Statement of Work

Enhancement Requests

Navigator thrives on customer feedback and ideas. Enhancement requests allow us to improve the system for everyone. These requests are evaluated using a scoring system that considers:

• Development costs.

• Business benefits.

• Impact on the wider customer base.

Key Points About Enhancement Requests:

1. Evaluation Period: Suggestions are reviewed within 4 weeks of submission. They are then either accepted or rejected based on criteria such as development feasibility, cost, and benefit. Requests for features already available may be rejected.

2. Development Allocation: Each month, a portion of developer time is dedicated to enhancements. Accepted requests are prioritised based on their scores. Once completed, enhancements are documented in the release notes.

3. Business Benefit: When submitting an enhancement, detail the business impact and benefits to ensure fair scoring.

4. Feasibility and Prioritisation: Requests offering the most value to the broader customer base are prioritised.

5. Archiving: Requests not prioritised within 18 months are archived.

Submit an Enhancement Request: Please ensure your submission includes clear business value to facilitate accurate scoring.

Submit an Enhancement Request

Our Development Process: To expedite updates, Navigator has transitioned to the "Squirrel" installer. This seamless background installer allows:

• Automatic background updates, eliminating the need for administrator privileges.

• Faster deployment of bug fixes and new features.

• Smaller, more frequent updates (up to 26 annually).

This approach ensures quicker turnaround times for software improvements, reduced risk from smaller updates, and enhanced responsiveness to customer needs.

Managing Software Defects

What Are Software Defects? Software defects are errors or flaws in the system that cause it to behave unexpectedly or fail to meet requirements. These can range from minor bugs to critical issues affecting functionality.

How Defects Are Addressed:

1. Identification and Reporting: Customers can report defects via the helpdesk. Include as much detail as possible to aid diagnosis.

2. Prioritisation: Critical defects are prioritised for immediate resolution. Non-critical issues are addressed in upcoming releases.

3. Resolution: Our "Squirrel" installer ensures rapid distribution of fixes, often within 24 hours for urgent issues.

4. Continuous Improvement: Addressing defects often leads to broader system enhancements, benefiting all customers.

By combining rapid response to defects with proactive enhancements, Navigator ensures a reliable and continuously improving system for all users.