Once your Navigator system is installed, our goal is to help you get the most value from it over the long term. We support you through structured processes, training, and project management.

Our support goes beyond day-to-day helpdesk tasks and includes:

• Making best use of Navigator system updates
• Arranging training for new staff
• Managing integrations with third-party systems or data suppliers
• Data cleansing
• Business re-engineering and workflow improvement projects

For any of these requirements, please contact our support team:

Email: support@dmsnavigator.co.uk
Telephone: 0333 888 0466

Statement of Works

Setting Realistic Expectations
To maintain transparency around timelines, please note the following:

• Consultant-related tasks (including add-on setups) are scheduled and actioned within four weeks, depending on complexity. Where third-party involvement is required, timelines may extend.
• Development work follows a structured process involving sprints, builds, and testing. These typically operate on an 8–10 week timeline, depending on scope and third-party involvement.
• Lead times begin from the next scheduling date after the order is signed.

Statement of Work (SOW) Requests
Some requests fall outside the scope of standard support and require a formal Statement of Work (SOW). If you’ve been directed here, your request needs to be documented through this process.

Examples include:

• User-specific reports
• Configuration changes (such as new branches or accounting modifications)
• Form updates
• Additional product setups
• Third-party integrations
• Data extraction or updates

Submitting an SOW Request
Submit a written request detailing your requirements. This ensures:

• Clear authorisation for any work undertaken
• A defined scope, allowing accurate costing and scheduling
  Provide as much detail as possible to avoid delays.

Click here to submit an SOW:
https://form.asana.com/?k=HkBVohy8ri3BLOj7g9YAuQ&d=1161463333721777

What Happens Next

1. Within five working days, your request will be reviewed by the Projects team.
2. You’ll be contacted to discuss requirements, costs, and timelines.
3. Once approved and signed, the agreed lead time will begin as outlined above.
4. You’ll be notified when the work is completed.

Consultancy Charges
Some SOWs may include consultancy fees. If applicable, we’ll confirm all costs before any work begins. No charges will be made without prior approval.

Enhancement Process

Understanding the Enhancement Process
We encourage enhancement requests that help improve Navigator. Each suggestion is reviewed against business value, feasibility, and customer impact.

Enhancements are prioritised using a scoring system that considers:

• Development effort
• Business impact
• Breadth of benefit across the customer base

Process Overview
Evaluation Period
All enhancement requests are reviewed within four weeks. Each request is assessed for feasibility and overlap with existing functionality. Requests without significant business value may be declined.

Approval for Further Evaluation
Requests that meet key criteria are approved for further evaluation. Approval does not guarantee development. Updates are only provided if the enhancement progresses to a future release.

Development Allocation
Each month, part of our development time is dedicated to enhancements. Approved items are prioritised by impact and roadmap alignment. Completed enhancements appear in our Software Revision Notes.

Business Impact Consideration
Define your business benefit clearly when submitting a request. Enhancements offering measurable improvements across multiple customers receive higher priority.

Prioritisation and Feasibility
Not all approved enhancements are developed. Those misaligned with the current roadmap may be deferred or archived.

Archiving Requests
Enhancement requests not selected for development within 18 months are archived.

Click here to submit an enhancement request:
https://form.asana.com/?k=HkBVohy8ri3BLOj7g9YAuQ&d=1161463333721777

Understanding Defects

Before Reporting a Defect
If a workaround exists, we’ll provide it to minimise disruption. Please inform us if the workaround requires our action so we can apply it. Reports help us assess impact and adjust priority.

What Qualifies as a Defect
A defect occurs when Navigator behaves differently from its intended design, such as:

• System errors or bugs
• Unexpected behaviour affecting performance or usability

If the system works as designed but doesn’t meet your specific needs, it may be better suited as an Enhancement Request.

Review and Prioritisation
Defects are reviewed and prioritised based on severity:

• Critical – Full system failure or major loss of functionality. Immediate attention.
• High Severity – Major disruption to key functions. Prioritised after critical defects.
• Medium Severity – Partial functionality issues. Scheduled after higher priorities.
• Low Severity – Minor issues with minimal impact. Resolved as time allows.

Defects reported by multiple customers are prioritised higher.

Fix Timelines (Critical Defects)
Critical defects may receive emergency patches if an immediate fix is required. Patches are applied only when the benefit outweighs the risk.

When a Defect Is Resolved
All fixes follow a structured process of builds, sprints, and testing.
To view completed defect fixes, refer to the Software Revision Notes.

If you experience further issues after a defect is marked as resolved, reply to your original ticket or open a new one.

Summary of the Defect Process

1. Review – Technical team assesses the issue.
2. Diagnosis – Root cause identified.
3. Resolution – Fix scheduled based on severity.
4. Updates – Critical defects receive direct updates; others are published in revision notes.

If you have further information or experience additional issues, please reply to your original ticket, and our team will assist you.