Adds & Changes
Adds & Changes
At Teleproject UK, most of our services are provided as a fully managed solution. This means you can simply contact our support team when you need changes made to your service and we will take care of them for you.
To request a change, we ask customers to email our support desk at support@teleproject-uk.com in the first instance. This automatically creates a support ticket, allowing us to assign the request to the most appropriate member of our team, monitor progress and ensure nothing gets overlooked.
Once your request has been received, you can typically expect an initial response from our support desk within 20 minutes during business hours.
This process is not intended to create a barrier between you and our team. In fact, it often allows us to respond more quickly than if a request was made by telephone alone. Where appropriate, we will happily pick up the phone, arrange a call or discuss the requirement in more detail before proceeding.
Our goal is simple: to provide a responsive, efficient and well managed service whilst ensuring every request is tracked from start to finish.
What is Included?
Many routine changes are completed free of charge as part of our managed service. Examples include:
• Changing the name on a deskphone extension
• Updating system working hours
• Adding or removing an extension from a Hunt Group
• Adding or removing an extension from a Call Queue
• Other simple administrative changes that typically take less than 10 minutes to complete
Our aim is to make it easy for customers to keep their systems up to date without worrying about being charged for every small adjustment.
90 Day Service Optimisation Promise
When a new service is installed, we recognise that some requirements only become apparent once users start working with the system day to day.
For this reason, all new customers benefit from our 90 Day Service Optimisation Promise, starting from the service go live date.
During this period, we will typically make configuration changes without charge, even where the work would normally fall within our Adds & Changes tariff. This allows us to fine tune the system and ensure it meets your operational requirements in the real world.
Examples might include changes to call routing, hunt groups, call queues, IVR menus, system working hours or other configuration adjustments identified during the early stages of use.
Please note that whilst configuration work may be included during this period, any additional chargeable services or features requested will be billed at their standard monthly rental. For example, the creation of a new Call Queue, Virtual Number, Call Recording licence or other chargeable feature would still attract the applicable recurring service charges.
Our objective is simple: to ensure your new system works exactly as you need it to and delivers the best possible experience for your organisation.
User Changes on Softphone Extensions
For security reasons, changes to users assigned to Webex softphone extensions are treated differently to changes made on deskphone extensions.
Where a deskphone remains on site and is simply being reassigned to a different user, it is often sufficient to update the extension name. As such, these simple changes are typically completed free of charge as part of our managed service.
However, when a Webex softphone extension is reassigned to a new user, Teleproject UK follows a more comprehensive process to ensure the security and integrity of the service.
This process typically includes:
• Updating the user details associated with the extension
• Resetting and changing the extension password
• Issuing new login credentials to the new user
• Ensuring previous users can no longer access the service
• Providing login guidance where required
This approach is particularly important where staff work remotely, use personal devices or where employee turnover is more frequent.
For security reasons, we do not recommend simply changing the extension name whilst leaving existing credentials unchanged, as this may allow previous users to retain access to the service.
As these requests typically require more than 10 minutes of engineering and administration time, they normally fall within our Adds & Changes tariff.
When Do Adds & Changes Charges Apply?
Where a request requires more than approximately 10 minutes of engineering time, our Adds & Changes tariff may apply.
This is often because the request is effectively a small project rather than a simple system amendment. Examples may include:
• Designing and implementing new call flows
• Creating or updating IVR menus and announcements
• Reconfiguring call routing strategies
• Setting up new departments, queues or reporting structures
• Complex system changes requiring planning, testing or documentation
• Changes to larger or more sophisticated customer environments
Even where the actual change itself is relatively straightforward, some customer systems are configured in a way that requires additional planning, testing or validation to ensure the change is implemented correctly.
Where multiple changes are requested at the same time, Teleproject UK reserves the right to treat these collectively as a single Adds & Changes request, even where the individual tasks may each take less than 10 minutes to complete.
Adds & Changes Tariff
Adds & Changes work is charged at:
£30 + VAT per 30 minutes of engineering time
This is the minimum charge for any chargeable request.
Approval Process
Transparency is important to us.
Where we believe a request falls within our Adds & Changes tariff, we will provide a quotation for approval before any chargeable work is undertaken.
The quotation will detail the work to be completed and the associated cost. Once approved, our engineering team will schedule and complete the requested changes.
Teleproject UK will never apply Adds & Changes charges without prior customer approval. If a quotation has not been issued and accepted, no Adds & Changes charges will be raised.
This approach ensures that customers always remain in control of costs and can make informed decisions before any chargeable work is carried out.
Our Approach
We aim to be fair and pragmatic. Small day to day requests are often completed at no charge, and we will always look to provide the most cost effective solution for our customers.
No surprises, no unexpected invoices and no hidden charges. If work is chargeable, we will always tell you beforehand and obtain approval before proceeding.
If you are unsure whether a change will be chargeable, simply contact our support team and we will be happy to advise.
