Understanding Enhancement Requests and Change Orders

What Is an Enhancement Request?

An enhancement request is a formal way to suggest a new feature or improve an existing feature.

You can think of it as a wish list item for the Aclarian system.

It is important to understand the difference between an enhancement and a bug fix.

A bug fix is used when something is broken and needs to be corrected.

An enhancement is used when the system is working as designed, but you believe it could work better.

Examples of enhancement requests

An enhancement request may include:

• Adding a new field to an existing report
• Changing the way a screen or form is organized
• Adding a new filter or sorting option
• Automating a step that currently requires manual input

Enhancement requests are reviewed with one main question in mind:

Would this change benefit all Aclarian users, not just one organization?

Aclarian serves many clients. New features must make sense for the system as a whole.

If your request benefits all users, it has a stronger chance of being accepted.

If your request is specific to your organization only, it is not considered a standard enhancement.

In that case, it would be handled as a change order.

How to Submit an Enhancement Request

All enhancement requests must be submitted through the Client Enhancement Request Form.

You can find this form in the Client Support Module in your Aclarian system.

Do not submit enhancement requests by email or phone.

Using the form ensures your request is logged, tracked, and sent directly to the enhancement team.

This helps prevent delays or missing information.

What to include in your request

Please provide as much detail as possible.

The enhancement team reviews many requests each month.

Clear details help the team understand your request faster and review it more accurately.

We recommend including:

• A clear description of what you are requesting
• An explanation of why the change would be helpful
• The reason you believe the change would benefit all Aclarian users
• Screenshots of the current screen or process
• Videos or screen recordings, if helpful
• Attachments, examples, or documents that add context

Detail is very important.

If the enhancement team does not have enough information, they will need to contact you for more details.

That back and forth can slow the review process.

A complete request helps move things forward more quickly.

How the Enhancement Review Process Works

After you submit your request, the enhancement team reviews it at the next scheduled review meeting.

The team meets once each month.

These meetings are usually held near the end of the month, based on team availability.

During the review, the team considers several questions:

• Would this benefit all Aclarian users?
• Is it feasible within the current system?
• Does it align with the direction of the Aclarian platform?
• How complex would it be to develop and test?

Submitting a request does not guarantee approval.

Each request is reviewed carefully.

Only enhancements that support the overall system direction and benefit the broader client base can move forward.

We appreciate every idea, even when we cannot act on it right away.

What happens after the review

After the meeting, a member of the enhancement team will follow up with you directly.

You will receive one of two outcomes:

• Your request is accepted and will move forward in development
• Your request is denied, with an explanation

You will always receive a response.

We do not want you wondering what happened to your submission.

What Is a Change Order?

A change order is different from an enhancement request.

Enhancement requests are for improvements that benefit all Aclarian users.

Change orders are for work that is specific to your organization.

A change order is also used when requested work goes beyond what is included in your standard support agreement.

If the work requires more than one hour of development and QA time, and it cannot be resolved through self service steps, it will be handled through the change order process.

Examples of change order requests

A change order may include:

• A custom invoice layout with your organization’s formatting
• A custom check stub layout
• A report built for your internal needs
• A modification to your system setup that was not part of your original implementation

Not every request requires a change order.

For example, small updates to an existing invoice template do not require one.

This includes items such as:

• Updating an email address
• Replacing a logo

For small template updates, contact the Client Support Team.

We will submit a ticket for you.

Please note that even small updates take time to complete.

Your Client Support Specialist will provide an estimated timeframe after the ticket is submitted.

You can think of a change order as a formal work agreement between your organization and Aclarian.

Before any work begins, you will know what is being done and what it will cost.

How to Submit a Change Order Request

To start a change order request, email clientsupport@aclarian.com.

Include a clear description of what you need.

Please provide as much detail as possible.

The Client Support Team will forward your request to the appropriate person.

That person will follow up with you directly.

They may ask questions to better understand your request.

They will also provide an estimated quote before any work begins.

What happens after you approve the estimate

Once you approve the estimate, the process continues as follows:

1. A formal Change Order document is prepared and sent to you for signature.
2. After we receive the signed Change Order, the work is scheduled and completed.

Work will not begin until the estimate is approved and the Change Order is signed.

You will never receive a surprise invoice.

All costs are communicated and approved in advance.

Invoices for change order work are issued monthly.

Each invoice clearly outlines the completed work and the related cost.

Final Notes

Here is a simple summary:

• Enhancement requests are for system wide improvements that benefit all Aclarian users.
• Submit enhancement requests through the Client Enhancement Request Form in the Client Support Module.
• Change orders are for organization specific requests or work beyond standard support.
• Email clientsupport@aclarian.com to start a change order request.
• Small template updates, such as an email address or logo change, do not require a change order.
• In all cases, we will follow up with you directly.

If you have questions about either process, contact clientsupport@aclarian.com or use the Help Desk in your Client Support Module.