Enhancements

How about when enhancements are requested?  Optezo's goal is to ensure that each robot is as valuable as possible, so expectations that enhancements occur frequently.  Here is the process for enhancements:

• Enhancements can also be handled using the support ticket process. However, any support tickets that are submitted as an enhancement do not follow the same SLAs that are associated with defects.
• Once the SOC specialists receive the support ticket for an enhancement, they will route it to the technical team.
• The technical team will provide an estimate for the scope of work to be performed as part of the enhancement. The estimation effort is charged to the Customer.
• If the Customer has purchased a Service Pack, these estimation hours are charged against the Service Pack. If a Service Pack has not been purchased, the estimation effort will be billed as time and materials at the end of each month.
• If the Customer approves the work related to the enhancement, the work can be scheduled and performed. The lag time related to the implementation of the enhancement will vary based on complexity and availability of resources.
• If the Customer has not procured or does not have any available Service Pack hours, the fix can be applied by performing the work on a time and materials basis using the standard rate agreed to under this Subscription Order. The work to be performed on a time and materials basis has to be pre-authorized by the Customer.
• Enhancements may include:
  
  • New input/output files, formats, data types and locations
  • New business or technical logic (conditional behaviors and actions)
  • Changes to number of, or replacement of, input/output source systems, files, and types
  • New UI interactions
  • New release processes (QA, security, release management)
  • New design/build requirements
  • Additional tools added to the robot Automation (doc understanding, computer vision, etc.)