Change Management Policy

Change Management Policy

DakotaPro requires that all Customer-requested changes be submitted or confirmed in writing.  Email is the typical method to document such changes.

Defining a Change vs and Upgrade
Changes are defined as modifying EXISTING services that do not require additional hardware to be deployed. 

Initiating a Change
All changes must be initiated by an Authorized Contact on the Account.  Unless a special process has been setup for a specific service, this most straightforward method to request a change is to open a ticket and ask for the needed change.  We currently support 3 methods to open a ticket.

Methods to Open a Ticket
Description
1.  Send an email to support@dakotapro.biz  
Describe the requested change in the body of the email
2.  Open a ticket directly in the Help Center
Describe the requested change in a comment added to the ticket after you've opened it.
3.  Call 520-745-3900 to have an Agent open a ticket on your behalf
Agent will document your request and ask that you confirm it via email

Change Management Timing Expectations
All tickets are rated as to their severity and the urgency of response.  Change requests are typically considered a less-urgent priority (compared to fixing problems) and as such the typical expectation to complete a change in services within 2 business days after we have all the needed information.  

Change Costs
The vast majority of changes made to DakotaPro managed services are included within the monthly fee.  The allowed changes are described in each service's Terms and Conditions.  Changes requested that fall outside of the included changes each month are billable per the Master Agreement between the Customer and DakotaPro.