This SOP is for Recreation Management customers wanting a new catalog design or multiple adjustments. This is not for customers in implementation or attached to a Web Central/Evolve Website Redesign.
Important Note:
Costs may be associated depending on the scope of the PCS design request.
A fee may apply when more than one change is requested
When to Submit a Support Ticket
Submit a Support Ticket for individual changes that come at no cost. The following are some examples of no-cost PCS design edits:
Navigation Link Updated/Removal
Banner Update
Logo Update
Note: Color Palettes are excluded from these no-cost design edits. Please review the When to Submit a PCS Design Request Form for more information.
When to Submit a PCS Design Request Form
A PCS (Post-Contract Sale) Design Request Form should be submitted for multiple design changes or changes that affect the whole website. Some cost-associated PCS design changes include:
Color Palette Update
Logo and Banner Update
Logo and Navigation Link Updated/Removal
Banner Updated and Navigation Link Updates/Removal
Product Refresh (This includes Banners, Colors, Logos, and other design elements)
Note: When multiple changes are requested, there will be a quote provided utilizing the Recreation Management Hourly Design line item in Salesforce.
Post-Contract Sale Process
Step 1: Initial Request
The CSM or EAM will send a PCS (Post-Contract Sales) Design Request Form to the customer for completion, or submit it on behalf of the customer
Once the form is submitted, it will be sent to the CivicPlus Post Creative Services Team
A PCS team member will review the request form and forward the form submission email with the PDF attachment to the team member designated on the form, along with the quote for the work
Note: The standard response time is 2 business days.
EAM Step 2: Enter a Quote
Once the customer approves the cost, enter a quote utilizing the Recreation Management Hourly Design line item
After accounting has approved the quote, proceed to fill out the opportunity
When the Opportunity has been completed and is Closed Won, it will signify to Resourcing that a Cloud Coach project needs to be set up
Upon project setup, the PCS team will be notified by the Resourcing team through Cloud Coach Chatter, which is the trigger to begin work.
Cloud Coach is used to track time and communicate about the project. The project cannot move forward before this step is complete.
CSM Step 2: Enter a Quote
Once the customer approves the cost, the CSM will send the Account Manager a sales order.
The Account Manager will then create a quote and opportunity and mark it closed won utilizing the Recreation Management Hourly Design line item.
Once the opportunity has been completed and is Closed Won, it will signify to the resourcing team that a Cloud Coach project needs to be set up.
Upon project setup, the PCS team will be notified by the Resourcing team through Cloud Coach Chatter, which is the trigger to begin the work.
Cloud Coach is used to track time and communicate about the project. The project cannot move forward before this step is complete.
Note: Discounts above 20% must be approved by the Web Central Implementation Team Manager.
Step 3: Design Schedule
After the Cloud Coach Chatter message is received, the PCS team will schedule work with a 10-day turnaround expectation.
The PCS team will notify completion of work in an email chain. The CSMEAM is responsible for notifying customers of completion.
Note: We reserve the right to increase the turnaround time on requests that are above and beyond a normal scope of work.
Approved Expedited Requests
Double the cost: For example, a Recreation Management color refresh is $160, if expedited it is $320
Turnaround: 5 business days or less (For total completion)