Everything you need to understand how we support your dealership after implementation — from consultancy and Statements of Work to enhancements and defect handling.
Our support goes beyond day-to-day helpdesk queries. We can help with training, configuration, integrations, data quality and larger improvement projects.
Help making the best use of new Navigator functionality and changes.
Structured support for new starters, teams and process changes.
Support with third-party systems, feeds and data suppliers.
Data cleansing, business re-engineering and workflow improvement projects.
Some work sits outside standard support and needs a formal Statement of Work so scope, cost and delivery expectations are clear before work begins.
Lead times begin from the next scheduling date after the order is signed. Third-party involvement can extend timelines.
Provide enough detail for the team to understand the outcome needed.
The request is reviewed within five working days.
Requirements and any consultancy charges are confirmed before approval.
Once approved and signed, the agreed lead time begins and completion is confirmed.
Enhancement requests are encouraged, but each one is assessed against business value, feasibility and the benefit it could provide across the wider customer base.
How much technical work, testing and delivery effort is involved.
How strongly the change improves an operational or commercial outcome.
Whether the request solves a wider customer need rather than a single-site preference.
Requests are checked for feasibility, business value and overlap with existing functionality.
Approval means the request can be considered further; it does not guarantee development.
A portion of development time is assigned to enhancements and prioritised against roadmap impact.
Requests not selected for development within 18 months are archived.
A defect is where Navigator behaves differently from its intended design. Where a workaround exists, it will be provided to minimise disruption while the issue is assessed.
Defects reported by multiple customers are prioritised higher.
Technical team assesses the issue.
Root cause is identified.
Fix is scheduled based on severity.
Critical issues receive direct updates; other fixes appear in revision notes.
