Policy for Enhancement Requests
At Censys, we value feedback from our customers and strive to continually improve our software products to meet their needs. To ensure a transparent and reliable process, we have established the following policy for handling enhancement requests.
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Note
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Bugs vs. Enhancements: Bugs are failures of the product to perform supported actions or uses, and should be submitted 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. |
Submission
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Customers should work directly with their Customer Success Managers to make sure enhancements requests are well understood, since they are responsible for submitting the request into our tracking system.
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When providing a request, customers should provide detailed information, including the specific feature or functionality they would like to see improved or added, use case scenarios, and any insight into impact and importance for their organization.
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We will assign a reference number to each request to facilitate tracking and communication.
Evaluation
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Our product management team will evaluate each enhancement request within two weeks of submission.
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During evaluation, Censys will consider the request’s alignment to our product vision, its potential impact on user experience, its technical feasibility, and our resource availability. Requests will be prioritized based on their strategic importance, market demand, and the level of effort required.
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Please note that 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.
Updates
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Each submitted request will have a status assigned to reflect its progress through evaluation and resolution.
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Customers will be kept informed about the status of their enhancement requests through regular check-ins with their Customer Success Team.
Status Key
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Triage - This request has not been reviewed yet, 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 will see no further status changes, though there are a variety of resolution types.
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Implemented - The request has been implemented in the product.
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Partially Implemented - The request has been 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 - There is a workaround 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 Censys’ product strategy or goals.
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Duplicate - The request is already submitted and tracked. The ID of the existing ticket will be provided to track future status updates.
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By following this enhancement request policy, we aim to foster a relationship of clear and open communication with our customers, ensuring that their voices are heard and that they 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.
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