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.

How to Raise a Request?

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

    

  

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.

Understanding SLA Timelines for Customization Requests

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

Key Takeaways

✅ 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

By following these best practices, we can ensure a smooth, efficient, and effective resolution for all your CRM needs. 🚀

---