Often LoanPro customers will want the software to change in a way that will better suit their business. Usually these changes require a fair amount of work on the part of the LoanPro programming staff. There are two ways in which changes to the software can be requested by customers. This article will give details on each of these ways.
A suggestion is just that, a suggestion. A customer can suggest that a change be made to the software and that is the extent of the customer’s involvement. LoanPro staff will decide the if, when, and how of implementing the suggestion into the software.
When a suggestion is submitted, that doesn’t mean a change will be made to the software. LoanPro’s project management staff will evaluate the suggestion and decide if it fits well in the scope of our software, with our existing customer base, and with our target market. If the suggestion is rejected, no further action will happen.
If LoanPro decides to change the software according to a customer suggestion, the timeframe for implementation will be determined solely by LoanPro’s staff. It is not appropriate for the customer to request an estimated timeframe or to follow up to check if a suggestion has been implemented. If a suggestion is implemented, it will be made available as part of LoanPro’s scheduled release cycle. The customer should read the release notes thoroughly to see if the suggestion has been implemented.
Making changes to the software to fulfill a customer suggestion will not necessarily be done in the exact way the customer recommended. The programming staff will work with the project planners to decide how to best implement a suggestion in the software. This will usually be done in the way the is most reliable, least difficult, or meets the greatest customer need.
The implementation of any suggestion made for LoanPro will belong to LoanPro. The customer will not be able to make recommendations for the implementation, nor receive remuneration for the suggestion.
A custom programming request is a request by a customer to customize LoanPro specifically for the customer, and for which the customer will be financially responsible. When a request is submitted, the project management team will evaluate it and put together a proposal that will include cost and timeframe for the project.
LoanPro staff can refuse to complete work for a custom programming request, but in the majority of cases, a proposal will be created and presented to the customer. The customer will then decide, based on time and cost, if they would like LoanPro to move forward with the work.
When a custom programming proposal is submitted to the customer it will include an estimated timeframe for the completion of the project. As the project is worked on, the customer will be informed of the progress that is made.
The customer will be responsible to pay at least a portion of the cost of development, which could be a significant amount. As such, the customer will be consulted during the development process to help direct development so the final product will more closely meet the needs of the customer. The final decision for implementation will be made by LoanPro.
The ownership of custom features developed by LoanPro will reside solely with LoanPro unless other negotiations are made. Any negotiated contract supersedes our standard policies.