Support & change request types
In this section of the documentation we will guide you through the process of creating a support or change request for Skyscrapers.
Customer Lead
At Skyscrapers you have a dedicated customer lead for your project. This person is the end-2-end owner of your project and is responsible for ensuring alignment of our internal priorities and efforts with your (contracted) needs.
For any concern, planning challenge or question… this is your go-to person that will make the magic happen.
The customer lead will be in touch with you - both ad hoc and in regular status calls - to discuss your support and change requests. They will also provide you with the necessary information about their status and - if needed - they will also collaborate with you in re-aligning on priorities, timing and scope of the issues to ensure expectations are realistic and needs are met.
| Issue Types | |
|---|---|
| Support request | Any formal request from a user for something like information, advice, a standard change, or access to a service that is linked to the existing components, SLAs or services. Using a support request, any platform user is able to request Skyscrapers for assistance with tasks such as:
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| Change request | Any formal request from a user for something like activation of a new functionality, deployment or modification of supported components, SLAs or services. Using a change request, any platform user is able to request Skyscrapers for assistance with tasks such as:
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| Feature request | Any formal request from a user for something like a new feature, containerization or deployment of new components, additional platform functionalities… . Using a feature request, any user is able to request Skyscrapers to investigate possible service and platform extensions:
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