IDI’s Adaptive Request Development service enables our customers to submit requests for enhancements to the CostGuard® solution and other IDI solutions.
Adaptive Requests (ARs) are reviewed and scoped by IDI as described in the AR Development Process document. This includes an evaluation of any necessary design parameters, and whether or not a request can be accepted for development.
IDI assigns budgetary estimates and the available software delivery date to ARs as determined by the complexity of the request.
Customers must approve the budgetary estimate prior to the work beginning.
Standard Service Features
The following items are included as part of the AR Development service:
Software development including Quality Assurance testing to ensure the solution meets the business requirements.
Documentation as required to ensure business needs are met.
Correction of software defects directly related to the AR development during the warranty period. See the SLA section for additional details.
Budgetary Estimates for customer approval prior to beginning development.
Customer alerting if development work is forecasted to significantly exceed the Budgetary Estimate.
Revision of LOEs for customer approval at any point in the development process, including if the initial estimate is determined to be too low.
Customer modifications of business requirements, subject to a new estimate and customer re-approval.
The ability to withdraw an approved AR. See the Service Discontinuation section for additional details.
Optional Service Features
Accelerated Engineering (for ARs that must be delivered in less than six weeks and/or outside the timeframe of an agreed upon release schedule) may be available. This is dependent on the nature and urgency of the request, and availability within the IDI development schedule.
Custom development (for ARs that do not have broad appeal) is available per the terms of the customer’s contract.
Delivery Scope
This service is available to all IDI customers on an active IDI release per the Deployment Management Services policy.
Delivery Channels
AR Development is provided through IDI Professional Services.
Delivery of the software to customer Test and Production environments is completed through Project Management or Customer Support.
ARs are delivered at IDI’s discretion through the monthly release schedule.
Service Hours
AR Development services are provided during standard IDI business hours.
AR Customer Support is available during standard IDI support hours.
User Requirements
The customer must provide:
A detailed Adaptive Request description via E-Support.
A complete Provisioning Request Form for all provisioning ARs.
Approval of the Budgetary Estimate prior to the submission window closing, and no later than 90 days after an estimate is provided.
Resources to review and discuss business needs and relevant documentation.
Resources to test new software containing the AR Development.
Service Initiation
This service may be obtained via:
Submittal of an AR on IDI’s E-Support portal.
Project Management (for new customers).
Account Management (for existing customers).
Service Discontinuation
A customer can request to withdraw an AR at any time, subject to the following:
If development has begun, work may continue at IDI’s discretion until completion or to return the release to a stable state (whichever is less effort). All associated professional service hours will apply.
If development has not begun, only hours accrued to that point will be charged.
Service Support
During development, customers work directly with IDI personnel to communicate business needs that are converted into software requirements.
Support for software defects after deployment of an AR is handled as described per IDI’s Problem Report policy.
Standard Pricing
AR Development is invoiced monthly per the terms of the customer’s contract for actual professional hours required to develop the AR.
Some ARs are included as part of IDI’s SaaS offering. These typically fall into the following categories:
Wording and logo changes to Service Agreements, Installment Agreements, Customer Notification Templates, POS receipts and quotes.
Configuration settings not available through the user interface (e.g. IP addresses, URLs, Usernames/Passwords, system threshold settings).
Note that IDI solely determines which ARs are included and reserves the right to deem all or any part of an AR outside the scope of the SaaS offering.
Professional service hours that are required to project manage, implement and deploy a customer on a new release may also apply. Review IDI’s Deployment Management Services policy or speak with IDI Account Management for more details.
Optional Pricing
Accelerated development charges are billed hourly per the terms of the customer’s contract.
Custom development charges are billed hourly per the terms of the customer’s contract.
Fixed bid pricing is negotiated through IDI Account Management.
Service Targets
Service targets for AR Development include:
IDI follows a defined development quoting process and strives to provide customers with accurate budgetary estimates.
IDI delivers releases containing ARs to customer environments upon a mutually determined schedule, subject to development and operational constraints.
AR Development delivery timeframe as part of new customer implementations is as defined by the Project Plan.
Service Level Agreement (SLA)
IDI warranties all AR development for defects for a limited period of time to provide customers the opportunity to use and test the development work and report issues.
The warranty period is 90 days from initial deployment to a Production or Test system.
Issues or other changes beyond the warranty period may require a new AR.
Defects are considered behavior inconsistent with clear customer requirements or as a result of missed requirements by IDI.
Change Control Tracking