Requesting Changes

What This Covers

How to request changes to your existing integration — what to include in your request, how we assess it, and what the typical timeline looks like.

Your integration isn’t static. As your business evolves, you’ll want things adjusted. We expect that and have a straightforward process for handling it.

How to Reach Us

Email or phone — whichever you prefer. Reference your project name or company so we can pull up your integration details quickly.

• Email: Use the email address your project manager provided
• Phone: Call us during business hours

You don’t need to submit a formal ticket or fill out a form. Just tell us what you need.

What to Include in Your Request

The more context you give us, the faster we can assess and deliver. Include:

1. What You Want Changed

Be specific. Instead of “the integration isn’t working right,” tell us:

• “We need a new field mapped from RingCentral to HubSpot”
• “When a deal closes, we want an email notification sent to the account manager”
• “The phone number formatting is wrong — we’re getting +1 prefix and the CRM expects 10 digits”

2. Why You Need It

Understanding the business reason helps us suggest the best approach. Sometimes what you’re asking for has a simpler solution than you’d expect, or there’s a better way to achieve the same outcome.

3. Any Urgency

If something is broken and affecting your operations, say so. We prioritize accordingly. If it’s a nice-to-have, that’s fine too — it just means we can schedule it around other work.

How We Handle It

Small Changes (Included in Managed Service)

If you’re on a managed service plan, small changes are included. These are things like:

• Adding or removing a field mapping
• Adjusting a filter or trigger condition
• Updating a webhook URL
• Fixing a data formatting issue
• Tweaking notification recipients or content

These don’t change the fundamental scope of your integration. They’re configuration adjustments and minor logic tweaks.

Typical turnaround: 1-3 business days.

Larger Changes (Change Order)

If the request changes the scope of the integration, it’s a change order. Examples:

• Adding a new platform to the integration (e.g., adding Slack notifications to a CRM-to-VoIP sync)
• Building a new workflow or automation that didn’t exist before
• Significant data migration or backfill
• Adding a new report or dashboard

For these, we scope the work, give you a time and cost estimate, and start after you approve. This keeps surprises off your invoice.

How We Decide

The line between “included” and “change order” comes down to effort and scope:

• Under an hour of work and within the existing integration scope: included
• Over an hour or adding net-new functionality: change order

We’ll always tell you upfront which category your request falls into before we do the work.

What to Expect After You Submit

1. We acknowledge your request within one business day
2. If it’s a small change, we schedule it and let you know the expected delivery
3. If it’s a larger change, we send a scope and estimate for your approval
4. Once completed, we confirm and verify with you that it’s working correctly

Next Steps

• New to working with us? Read the onboarding checklist
• Curious how your integration works under the hood? How Our Integration Works
• Contact us to submit a change request