...
Partner / Customer Name
Total number of users using the product
Percentage/Number of users affected by the issue
Frequency of issue
User Impact Statement (e.g. user experience, performance) (one paragraph)
Business Impact Statement (e.g. regulatory compliance, revenue impact - please quantify as much as possible) (up to three paragraphs)
Business impact level: (Low, Medium, High, Critical)
o Low Impact is defined as: Minor problem with small impact or functional restriction which impacts a small number of users (less than a hundred).
o Medium Impact is defined as: Product can be used but there are some moderate impact or functional restrictions which impact a moderate number of users, (hundreds), several times a week.
o High Impact is defined as: Product can be used but an important function is not available which impacts a large number of users, (thousands), several times a week.
o Critical Impact is defined as: Production system is down or is severely impacted.
Enhancement Requests are additional product features suggested by partners/customers to make the product easier to use or add new functionality. Enhancement Requests are tracked in the same Panintelligence issue tracking system as incidents, request, defects, and bugs and are implemented in a priority order.
If an enhancement request is urgent, then contact your Customer Success Manager to discuss a possible Custom Product Opportunity (CPO), where we will consider delivering this specifically to meet your needs - this is a chargeable service.
For any enhancement requests, it is always helpful to understand the background of the issue, therefore information such as shown in the list below would be useful:
Partner / Customer Name
Total number of users using the product
Percentage/Number of users affected by the issue
Frequency of issue
User Impact Statement (e.g. user experience, performance) (one paragraph)
Business Impact Statement (e.g. regulatory compliance, revenue impact - please quantify as much as possible) (up to three paragraphs)
Business impact level: (Low, Medium, High, Critical)
Low Impact is defined as: Minor problem with small impact or functional restriction, impacting a small number of users (less than a hundred).
Medium Impact is defined as: Product can be used but some moderate impact or functional restrictions, impacting a moderate number of users (hundreds), several times a week.
High Impact is defined as: Product can be used but an important function is not available, impacting a large number of users (thousands), several times a week.
Critical Impact is defined as: Production system is down or is severely impacted