Working agreement for engaging OpFocus (John Pipkin) on Opportunity Manager (OM) development and support work. Compiled from #force-management-opfocus and #om-internal Slack history.
Escalation rule
Tickets must be created and internally approved before looping John in on a support issue. This applies even when a customer issue feels urgent — customer issues are still prioritized, but the work must be documented and approved first to keep OpFocus spend under control. See the "OpFocus Process Improvement" deck (slide 4) for the original agreed process; consider migrating that deck's content into this page as the single source of truth.
Bug intake workflow
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Get full context on the reported bug — ask for a video or more detail on the exact steps if needed.
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Reproduce the issue in FM's sandbox, on the latest OM version.
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If it cannot be reproduced on the latest version, offer the client an upgrade rather than a patch to an old version.
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If it can be reproduced, log a bug on the OM Jira board with full details, tag the OM lead for review, and triage severity (backlog vs. bring to John).
Budget management
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OpFocus is engaged on a quarterly hours/budget basis. Development pauses automatically once the quarter's budget is hit, and resumes the following quarter unless additional budget is approved.
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Bi-weekly touch-base calls are cancelled when there are no topics to discuss, to conserve budget.
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Hours spent should be tracked per project (e.g., ticket comments, or a status ticket like OM-210) and confirmed with John at the end of each week or project phase.
Release / testing process
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UAT for a new package version happens in the packaging org, not the OM demo org.
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Once a version is released, there are limits to what can be fixed without releasing a new version — request a beta package + scratch org from John if additional pre-release testing is needed.
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Smoke-test the full release (not just the specific fix) before sign-off, especially when the specific fix can't be tested directly (e.g. client-specific custom flows).
Contacts & scheduling
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John Pipkin (OpFocus): jpipkin@opfocus.com
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Booking link: scheduler.zoom.us/opfocus-john-pipkin
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Current internal point of contact for the OpFocus relationship: Morgan Haley (following Ani Harris's departure from FM, April 18, 2026).
Source
Compiled from Slack: #force-management-opfocus, #om-internal, and DMs with John Pipkin, 2024–2026.