Overview
Once you have installed your Navigator system, we hope and strive to ensure that you will stay with us for many years. This is where our Customer Success Team come into play.
Their role sits outside of the normal day to day helpdesk tasks to ensure that you are able to do the following:
- - Make best use of Navigator system updates
- - Arrange training or new staff
- - Helping with integrations with third party systems or data supply
- - Data Cleansing
- - Business Re-engineering projects
All in all, your Customer Success Manager is there to make sure you are always making the very best use of Navigator that you can. They will be on contact at regular intervals to keep in touch.
If you need to contact your Customer Success Manager then please email or telephone.
Email: customersuccess@dmsnavigator.co.uk
Tele: 0333 888 0466
Statement of Works
Setting Realistic Expectations
To ensure transparency around timelines, please note the following:
- Consultant-related tasks (including add-on setups) will be scheduled and actioned within four weeks, depending on the complexity of the request. Where third-party involvement is required, timelines may extend beyond this.
- Development work follows a structured process involving sprints, builds, and testing. As a result, development requests operate on an 8–10 week timeline, though lead times may vary depending on the complexity of the work or involvement of third parties.
Important: Lead times begin from the next scheduling date after the order is signed.
Statement of Work (SOW) Requests
At times, you may need to request 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 page by a member of the Navigator team, it means your request requires formal documentation.
SOW requests typically involve:
- User-specific reporting
- Configuration changes (e.g., new branch setup, accounting modifications)
- Form updates
- Supply of additional products
- Third-party integrations
- Data extraction or updates
Submitting an SOW Request
To proceed, we require a written request outlining the details of your requirements. This ensures:
- Clear authorisation for any work requested.
- A well-defined scope, allowing us to fully understand your needs.
Please provide as much detail as possible in your request.
What Happens Next?
- Within 5 working days: Your request will be reviewed by our Customer Success Manager (CSM), who will contact you to discuss your requirements.
- Following CSM review: Your request will move to an SOW review, where we will determine the appropriate action and cost implications.
- Once approved and signed: The agreed-upon lead time will commence as per the Setting Realistic Expectations section.
Completion and Updates
You will receive an update once the work has been completed.
Potential Consultancy Charges
Some SOW requests may incur a consultancy charge. If applicable, you will be informed before any work begins and asked to provide authorisation.
If you have any questions, feel free to reach out.
CLICK HERE TO SUBMIT AN SOW.
Enhancement Process
Understanding the Enhancement Process
At Navigator, we value customer input and encourage enhancement requests that help shape the future of our software. While we welcome all suggestions, we must carefully evaluate each one to ensure it aligns with business priorities and delivers meaningful benefits to a broad customer base.
To maintain transparency, we use a structured scoring system to assess enhancement requests. This process considers development effort, business impact, and the number of customers who may benefit.
Enhancement Process Overview
- Evaluation Period – All enhancement requests are reviewed within four weeks of submission. Requests are assessed against key criteria, including feasibility and whether similar functionality already exists within the system. Some requests may be declined if they do not provide significant added value, therefore it is imperative you clearly define your business impact.
- Approval for Further Evaluation – If an enhancement request meets the necessary criteria, it will be approved for further evaluation. However, approval does not guarantee development. Only a select number of enhancements move forward, and once approved for further evaluation, no additional updates will be provided unless the enhancement is included in a future release.
- Development Allocation – Each month, a portion of our development time is allocated to enhancements. Approved requests are prioritised based on their overall business impact, and only those that align with our roadmap are progressed. Once an enhancement is implemented, it will be documented in our Software Revision Notes. Please note that we do not provide direct updates on individual enhancements.
- Business Impact Consideration – When submitting an enhancement request, it is essential to outline the business benefits and its impact on your operations. We distinguish between enhancements that provide critical operational improvements versus those that are "nice-to-have" features. Requests that deliver measurable value across our customer base are prioritised accordingly.
- Prioritisation & Feasibility – Due to the volume of enhancement requests, we focus on those that offer the most significant benefits. Some requests, while valuable, may not align with our current development roadmap and therefore may not be progressed despite being approved for evaluation.
- Submitting an Enhancement RequestTo submit anenhancement request, please click here the below button. We encourage you to clearly define the business value of your request to ensure it is fairly evaluated and prioritised within our scoring process.
- Archiving Requests – Enhancement requests that are not selected for development within 18 months are archived.
Submitting an Enhancement Request
When submitting an enhancement request we encourage you to clearly define the business value of your request to ensure it is fairly evaluated and prioritised within our scoring process.
CLICK HERE TO SUBMIT AN ENHANCEMENT.
Understanding Defects
Understanding the Defect Process
Before a Defect is Flagged
If a workaround is available, our team will provide this to minimise any disruption to your system functionality. If the workaround requires action from us, please notify us so we can implement the necessary fix. Each report helps us assess the defect’s impact and adjust its priority accordingly.
What Qualifies as a Defect?
A defect is an issue within the system that causes it to behave differently from its intended functionality. This includes bugs, errors, or any unexpected behaviour that affects usability, performance, or system reliability.
It should be noted that a defect occurs when the software does not function as it is designed to. In many cases, the functionality works as intended but does not fully meet the specific requirements of the user. In these instances, an Enhancement Request is a more suitable route to explore potential improvements rather than logging a defect.
Defect Review and Prioritisation
Once a defect is reported, our technical team reviews and prioritises it based on severity and impact:
- Critical Defects – Issues causing full system failure or major functionality loss, severely impacting all users. These are addressed immediately.
- High Severity Defects – Significant issues affecting key functionalities or a large number of users. Prioritised after critical defects.
- Medium Severity Defects – Issues affecting some functionalities or a moderate number of users. Addressed after high-priority defects.
- Low Severity Defects – Minor issues with minimal impact, affecting a small number of users. Resolved as time permits.
Additionally, defects reported multiple times are given higher priority to ensure commonly encountered issues are addressed promptly.
Managing Fix Timelines (Critical Defects Only)
For critical defects, a fix may be patched depending on the severity. However, patches carry risks and are only applied in urgent cases where an immediate resolution is necessary.
When a Defect is Marked as Resolved
Not all defects will be resolved, but if you have been informed that your defect has been completed, you should follow this expectation:
- For all defect resolutions, including those outside of critical defects, development follows a structured process, including sprints, builds, and testing.
- To review completed defect fixes and their release status, please check the Software Revision Notes.
If you experience further issues after a defect has been marked as resolved, please reply to your original ticket or raise a new ticket, and our team will investigate further.
What Happens Next?
- Review – Our technical team assesses the reported defect.
- Diagnosis – We investigate and identify the root cause.
- Resolution – Fixes are scheduled based on priority and frequency of reports.
- Updates – If a defect is classified as critical, you will receive direct updates. For all other defect resolutions, please check the latest Software Revision Notes.
If you have further information or experience additional issues, please reply to your original ticket, and our team will assist you.
