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Client Support
Change requests
Any change to an installation, however small, is made by the firm’s engineers under a change request. We estimate every request before doing it. The estimate is free; the work is not.
How to ask
- Telephone the support desk, +1 212 014 0171, and describe the change. The desk gives it an RA number.
- The firm estimates the work in writing, usually within a month, and replies with the rate that applies.
- To proceed, reply with your manager’s approval and a purchase order number.
- The work is scheduled, done and confirmed by telephone. Quote the RA number in every call.
Rates
| Type of change | Rate | Minimum |
|---|---|---|
| Content pages, wording, colours | Standard rate | One hour |
| Directory changes: new staff, leavers | Included in maintenance | None |
| Authentication pages: sign-in, sessions, passwords | Premium rate | Two hours |
| Work outside business hours | By arrangement with the Office of the Chairman | Four hours |
Changes to authentication pages are billed at the premium rate because of the additional care they require.
Recent requests
A selection of change requests received this year, shown without client names.
| Reference | Request | Received | Status |
|---|---|---|---|
| RA-4472 | Replies to facilities notices go to nobody | October 2026 | Estimated |
| RA-4471 | Remove comment from sign-in page | September 2026 | Estimated at fifteen minutes. Awaiting manager’s approval and purchase order. |
| RA-4468 | Security review requested by the client | September 2026 | Scheduled for release 2.1 |
| RA-4467 | Change the colour of the sign-in button | September 2026 | Completed before go-live |
| RA-4466 | Set the client’s mark on the sign-in page | September 2026 | Completed before go-live |
| RA-4461 | Add a shared mailbox for the night staff | April 2026 | Completed |