Types Of Support Issues
Written by neilThe Planasport site is provided as a managed service for your association. At times there may be difficulties accessing or operating the site. It could be a misunderstanding of how the web site works, a technical issue with one of our providers, or a problem with an uploaded file. Really, it could be any one of a number of things. There are different types of support that deal with different types of problems.
All requests enter the system the same way. You don't need to categorise a request before raising the issue through the online issue tracking system. The information on this page is to help you understand how Planasport deals with your requests. From a resourcing and priority point of view, Support Requests always take highest priority followed by Maintenance Requests, then Enhancement Requests.
Support Request (SR)
A Support Request, abbreviated to “SR”, is a request for Planasport to provide assistance with the operation of web site. Every enquiry enters the system as a SR. The SR is initially reviewed to determine what immediate action is required. After investigation a SR may become a MR (see below) if a software fault is determined to be the root cause.
Maintenance Request (MR)
A Maintenance Request, abbreviated to “MR”, is a request for Planasport to provide a software fix for an identified and reproducible software defect with the web site. Any time the software doesn't work as designed, a MR can be raised. If, in the normal course of support or development, the Planasport developers notice a software defect then this too will be listed as a MR.
Within Planasport, MRs have three main purposes. Firstly the MR documents a now-known problem with the existing software. Secondly, it allows the Planasport developers to document the technical details of the issue and schedule when the issue should be addressed. Thirdly, it ensures that the problem isn't forgotten and an appropriate fix is eventually applied to the site.
Enhancement Request (ER)
An Enhancement Request, abbreviated to “ER”, is a request to Planasport to provide additional functionality in the web site. ERs exist to allow the development of specific functionality with an agreed deliverable in a specific timeframe that is outside the current plan of development. Enhancement Requests are chargeable time which includes requirements gathering, technical feasibility, costing and quoting, all related correspondence, implementation, and training.