Change Requests vs Bug Fixes
Not every ticket is the same kind of work. Some report that something is broken; others ask for something to be changed or added. Telling these apart matters because they are handled, and often billed, differently.
This article explains the distinction so expectations stay clear.
Grey Areas and How We Handle Them
Occasionally it is genuinely unclear whether something is a bug or a change. Perhaps the original brief was ambiguous, or a feature works as built but not quite as you had imagined.
When that happens we talk it through openly rather than hiding behind definitions. The goal is a fair outcome, not a billing technicality.
- Ambiguous briefs are discussed, not disputed.
- We explain our reasoning clearly.
- Fairness comes before fine print.
- You always know what you are paying for.
What Counts as a Bug
A bug is when something we built does not work as it was meant to. Fixing bugs in work we delivered is part of looking after your site.
- A button that no longer submits a form.
- A layout that has unexpectedly broken.
- An error message where there should be content.
What Counts as a Change Request
A change request asks for something new or different from what was originally agreed — a new feature, a redesigned page, or altered behaviour. These are scoped and quoted as additional work.
Why the Distinction Helps You
Keeping the two separate means you only pay for genuine new work, while faults in our delivery are put right without extra cost. It keeps the relationship fair and transparent.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.