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• Priority: MAIN detail. Jira priorities are different from Hubspot.

  • High Priority in Hubspot = Critical in Jira. This means that the issue is causing the shelter to be unable to operate.

  • Medium Hubspot Priority = Must Have in Jira. This means that the issue is preventing key ShelterBuddy functionality, like loss of a feature or a bug.

  • Low Hubspot Priority = Normal or Nice to Have in Jira. Normal is slightly higher, so use your judgment and pick which you prefer.

• Labels: This will expand as we use this system more. For now, there’s only one label we use

  • support-priority - Use this only for Critical or Must Have tickets.

  • data-migration - Use this for onboarding shelter data migration requests.

• Due Dates (new functionality to be switched on by a certain date) - Only use this if there’s a defined, hard line deadline from the customer. Should probably be limited to “Must Have” tickets and customers with a set onboarding deadline.

Minimum Criteria

Before escalating for custom development, please consult these steps:

1. First, identify if the request benefits multiple shelters or just 1. If just 1 shelter…

   1. If the bug or request doesn’t provide critical functionality, politely let them know that we’ll add this to our engineering backlog, but we cannot provide a time frame and it could be over 6 months.

   2. Even if not a bug, is the request something that a reasonable person would think is included in their agreement with us?

2. Is the feature an approved feature? Current “no-go” list of features we avoid investing in

   1. Boarding

   2. Online Licensing

   3. VolBuddy (Confirm?)

3. If the request is a custom development quote, convey that our minimum for these contracts is $3,000.

   1. After the first 10 hours of development time, additional development time is $250 per hour. If the customer agrees to these minimums, then we can have devs scope it for a more accurate estimate on total hours.