Change Request Process
Updated December 2025
If you have any questions or comments regarding the following you can contact us and we will be happy to help.
Raising a Change Request
The following process should be followed when you need to raise a support call with us:
1. Raise a call with us via our support email, providing as much detail as possible
Use our support email only
Support calls are raised using the email address support@myprintstreet.com.
Do not contact us via any other method as a response in not guaranteed and your call may not be progressed.
2. Our product team will review your request and contact you should more information be required
3. Once a full understanding of the change has been gathered, we will contact you with a price and a target delivery date
Acceptance
We will not do anything with the Feature Request until we receive your acceptance of the price and target delivery date.
4. Once changes have been discussed and funding agreed, we will schedule the change
Pricing Model
We believe in being open with our prices and we offer a simple pricing model of £75 per hour.
All our work is done on a Time & Materials (T&M) basis, meaning we charge for the effort incurred rather than working to a fixed price. We will provide an indicative budget for a change but this is only for budgeting purposes.
Frequently Asked Questions (FAQs)
How do we determine whether a change is a product change or not?
Basically we ask ourselves the following questions:
- Does the change fully meet our existing product strategy?
- Will existing customers of our product use the change?
Here are some examples of what we have recently decided are a Product change and also an example of a change for a single customer.
Product change
- Returns logic
Customer change
- Help connecting to an ecommerce platform
Why do our customers have to fund change?
As a small team we must focus our efforts on key product features and development. If a requested change does not fit within our road map or timelines, we accept funded changes which cover the cost of displacing other critical product work and are a good fit with the product. We want to make the product work for your operation and so will work together to make changes specifically for you.
The licence fee pays for basic maintenance and upkeep - everything from server costs to maintenance, monitoring, customer and bug fixes. It does not cover the development of new features, or configuration changes, which do not match our product strategy as it is an expensive and time-consuming process.
We can just reject your requests that do not match our product strategy but that is not our style. We are flexible! We are happy to make the changes that you need, however, it is reasonable for you to pick up the charge for the changes that are only going to benefit you.
Can we develop around your product?
Yes you can. We will work with your chosen developer to enhance our system outside of our product. We will open up our API so you can get the information to make the change. Great examples of this are:
- New interfaces
- Reporting
- Stock management