> For the complete documentation index, see [llms.txt](https://docs.extraaedge.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.extraaedge.com/guidelines-for-handling-customization-requests.md).

# Guidelines For Handling Customization Requests

At ExtraaEdge, we aim to provide a seamless and efficient process for handling **CRM customization requests, integrations, and issue resolutions**. This guide outlines the proper channels and procedures to ensure your requests are addressed effectively.

## <mark style="color:blue;">**How to Raise a Request?**</mark>

#### **1. Raise a Ticket (Primary Channel)**

For any **queries, live issues, or change requests**, the first step is to **raise a ticket** through the CRM itself. This ensures your request is logged, tracked, and addressed in a structured manner.

* Use this method for:

  * Bug fixes and live issues
  * Feature modifications and customizations
  * Integration-related queries
  * General CRM support\ <br>

    <figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FYSSwxGQXJf7DjuqnRbCq%2Fimage.png?alt=media&amp;token=4c9c0aba-0bf1-4b53-b901-9339a2461e7f" alt=""><figcaption></figcaption></figure>

  <figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FFcD9VzdBzVVO9j8otsGa%2Fimage.png?alt=media&amp;token=59192737-258d-4e01-be0f-da13dd82d0cc" alt=""><figcaption></figcaption></figure>

#### **2. Contact Your Technical Account Manager (TAM)**

If you have an **urgent live issue** or an **integration-related concern**, you can reach out to your **Technical Account Manager (TAM)** for assistance.

* TAMs can provide immediate guidance and troubleshooting for:
  * Live CRM issues affecting performance
  * Third-party tool integrations
  * Quick technical assessments

If your **TAM is unavailable**, please proceed with the next step.

#### **3. Reach Out to Your Customer Success Manager (CSM)**

Your **Customer Success Manager (CSM)** is available for **strategic guidance and complex requests** that may require a more detailed evaluation. However, for urgent live issues, we recommend patience, as the CSM team follows a structured workflow.

* CSMs handle:
  * High-level CRM strategy discussions
  * Long-term CRM customization and reporting requests
  * Escalations if necessary
  * **User Adoption & Training** – If new team members join or if you need guidance on using specific CRM features, your CSM can help with training and adoption.

### <mark style="color:blue;">**Understanding SLA Timelines for Customization Requests**</mark>

For any **change request, integration, or custom report**, we follow a **Service Level Agreement (SLA)** to ensure timely and efficient processing. The SLA defines expected response times based on the complexity and priority of the request.

* **Standard requests**: Processed within the agreed SLA timeline
* **Urgent issues**: Addressed as per priority levels

### <mark style="color:blue;">**Key Takeaways**</mark>

✅ Always **raise a ticket first** for streamlined tracking and resolution\
✅ Contact **TAMs for urgent technical issues** related to integrations\
✅ Reach out to **CSMs for long-term CRM customizations** and strategic changes\
✅ Follow **SLA timelines** for change requests and expect structured communication

{% hint style="info" %}
By following these **best practices**, we can ensure a **smooth, efficient, and effective resolution** for all your CRM needs. 🚀
{% endhint %}

***