Terms and Conditions for Change Requests
Intro
Whenever you require a task that is not covered by your Master Service Agreement or other agreements in place between your company and Integration X, a Change Request (CRQ) is issued in order to describe the work effort, cost and other conditions which applies to the task.
In other words, a Change Request is a binding agreement entered between your company and Integration X, specifying the work Integration X is required to deliver which is not covered by other agreements.
How is a Change Request managed?
Change Requests are managed as tickets in Jira and follows this workflow:
A new Change Request is drawn up by Integration X.
When completed, an email is sent to the customer with a link to the Change Request
The Customer reviews the Change request and either approves it or rejects it.
Approval: The Change request is changed to a Jira task and an email with a link to this task is sent to the customer.
Rejection: The Change Request is returned for follow-up from Integration X.
What information is available in a Change Request
A Change Request contains the following information:
Field | Description |
|---|---|
CRQ number | A reference number to the Change Request |
Summary | A short description of the change - this is typically also referenced on invoices. |
Description | A detailed description of the work to be delivered by Integration X. This field must contain all required information in order to perform the delivery. |
Attachments | (Attached file(s) with additional information (optional) |
Assignee | The Integration X employee(s) responsible for delivery of the Change Request. |
Cost specification | A specification of the cost, currency and optionally also specific delivery terms. This field may include information for payment instalments, conditions for estimates etc. |
Delivery specification | A specification of delivery time as well as optional specification of customers deliverables (ie. participation in regular meetings, access to third-party systems and conditions for approval of delivery). |
Original estimate | A specification of how much work is involved in delivering the issue. This field is used for calculations related to time consumption. If there is a difference between the Original estimate and the time specification in the Cost specification field, the latter shall prevail. |
Remaining estimate | An overview of how much time still remains to be delivered |
Customer contact | The name of the primary contact at the Customer |
Customer contact email | The email address of the primary contact at the Customer |
Link to related ticket | Upon approval, the Change Request will be updated with a link to the resulting Jira task. |
Please note that the screens in Jira may contain more or less information subject to configuration and account preferences.
Changes that affect cost and delivery terms
If during the delivery of an approved Change Request, new features or specification should be required, agreed changes to cost and delivery terms will be added as comments by Integration X to the Invoiceable task.
Change Requests vs. your Master Service Agreement
If there is a difference between the conditions of the Master Service Agreement (MSA) entered between the Customer and Integration X and the Change Request, the latter shall prevail.
Access to Jira
The Change Request workflow require access to Integration X’s Jira system. All customers are eligible to one Jira account. If you do not have access to Jira, please get in touch with Integration X via sales@integration-x.com or your primary point of contact.
| Version | Date | Comment |
|---|---|---|
| Current Version (v. 2) | Nov 14, 2025 11:34 | Jacob Salomonsen |
| v. 1 | Nov 13, 2025 13:08 | Daniel Hostrup Eriksen |
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