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It means that when we encounter difficulties or challenges with creating service offerings, creating business processes, working through projects/implementations/support and we attempt to solve those issues, as long as we document what we attempted to do, how we did it and what the outcome was we can submit a claim to receive the tax credit. So when we do encounter some kind of issue it is really important to capture “the journey” of what we did to resolve it, regardless of the outcome being positive or negative.
It’s best to get a specialised consultant in to help you with this, it does take alot of work to get the grant, and the consultant will charge commission for this. Remember SR&ED “grant” comes in the form of a tax credit not actual dollars.