Support/Ongoing Maintenance Requests

Objectives

1. Classification: Accurately categorize support and maintenance requests.
2. Scoping: Clarify the scope of tasks to ensure they are well-defined.
3. Assignment: Assign tasks for development and estimate required hours.
4. Invoicing: Prepare and send invoices based on estimated hours to secure payment before proceeding.

Step by step

1. Task Classification:

   • Classify Requests: PM should classify each support or maintenance request. Categories might include:
     • Bug Fix
     • Feature Request
     • Enhancement
     • Routine Maintenance
   • Note: Ensure the classifications are clearly defined and consistently applied.

2. Task Scoping:

   • Review Task: PM reviews each request to understand its requirements.
   • Clarify Scope: If a request is unclear, the PM should:
     • Ask the Client: Request additional information or clarification via email or project management tools.
     • Schedule a Call: Arrange a call with the client to discuss and clarify the task scope.
   • Confirm Scope: Ensure the task is fully understood and documented.

3. Task Assignment:

   • Assign to Jesus: Once the task scope is clear, assign the task to Jesus for estimating development hours.
   • Add Dev Hours: Jesus will review the task and add the estimated development hours.

4. Invoicing:

   • Reassign to PM: Jesus will reassign the task back to the PM once the development hours are added.
   • Create Invoice: PM creates an invoice based on the estimated development hours.
   • Send Invoice: Send the invoice to the client and await payment.

5. Proceed with Development:

   • Receive Payment: Ensure payment is received before proceeding.
   • Move Forward: Once payment is confirmed, proceed with development according to the task details.