Policy for Enhancement Requests
At Censys, we value feedback from our customers and continually improve our software products to meet your needs. To ensure a transparent and reliable process, we established the following policy for handling enhancement requests.
Note
Bugs vs. Enhancements: Bugs are failures of the product to perform supported actions or uses. Submit as an email to support@censys.com. Enhancement requests are for new modifications or additions to the product to solve new problems or improve existing solutions.
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Work directly with your Customer Success Managers to make sure enhancements requests are well understood, because the Customer Success Managers are responsible for submitting the request into our tracking system.
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When providing a request, provide detailed information, including the specific feature or functionality you want to see improved or added, use case scenarios, and any insight into impact and importance for your organization.
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We assign a reference number to each request to help tracking and communication.
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Our product management team evaluates each enhancement request within 2 weeks of submission.
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During evaluation, Censys considers the request’s alignment to our product vision, its potential impact on user experience, its technical feasibility, and our resource availability. Requests are prioritized based on strategic importance, market demand, and the level of effort required.
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Not all enhancements can be implemented or even promised for future development. Most often this is due to short-term conflicting priorities and the long-term uncertainty of changing market needs.
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Triage: This request is not yet reviewed, but will be by a product team member within 2 weeks of submission.
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Customer Response: The Censys team is awaiting more clarification from the customer to understand important elements of the problem or solution.
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12M Consideration: This request potentially aligns with Censys’ long-term product strategy, but has no concrete timeline or commitment for resolution. It will be reviewed and its status refreshed within the next 12 months.
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6M Consideration: This request potentially aligns with Censys’ medium-term product roadmap, but has no concrete timeline or commitment for resolution. It will be reviewed and its status refreshed within the next 6 months.
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3M Planned: This request is either fully or partially planned to be addressed within the next 3 months. An expected month of delivery should be available.
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Closed: Closed issues are considered resolved and see no further status changes, though there are a variety of resolution types.
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Implemented: The request isn implemented in the product.
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Partially Implemented: The request is partially addressed. If necessary, the non-implemented portion of the original request should be submitted as a new issue.
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Workaround Exists: A workaround is available to handle the request and there are no plans to change the solution.
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Will Not Do: The request does not align with the Censys product strategy or goals.
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Duplicate: The request is already submitted and tracked. The ID of the existing ticket is provided to track future status updates.
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By following this enhancement request policy, we foster a relationship of clear and open communication with our customers, ensuring that your voices are heard and that you feel heard. We appreciate the valuable insights and suggestions provided by our customers, which contribute to the ongoing enhancement and innovation of our software products.