To be transparent about how we prioritize your requests and get you what you need, here is our decision process for:
- New feature requests
1. Functionality Issues/ bugs:
We know that functional issues can cause user frustrations, here is the order in which we get the fix to you:
1.1 ORIGAMI Web Part is not loading and there is no manual workaround to solve it
1.2 ORIGAMI Web Part is loading but parts of the end-user functionality are not working
1.3 ORIGAMI Web Part works for end-users but parts of the functionality used by authors is not working
1.4 Issues in ORIGAMI Web Part fall within #1 - #3 but there is a manual workaround to solve the issue
1 = Top Priority, we will work with you to get you the fix within a few days to a week depending on the severity of the issue (some issues might have a dependency on Microsoft and may take longer)
4 = Normal Priority, we will give you the best possible workaround and will work on a fix that may take 4-6 weeks to get to you depending on the severity of the issue
2. Feature Requests/ Enhancements
We welcome your new ideas, here is the order of priority we work on new features:
1.1 Enhancements to existing Web Parts that can reduce support requests (questions, tickets) from your end-users or authors (usability issues)
1.2 Enhancements to existing Web Parts that are visual in nature (better UI)
1.3 New Web Part requests that are currently not part of ORIGAMI
In all cases, we will work with you to understand the functionality.
1 = Top Priority and a solution can be expected within 4-5 weeks
3 = Normal Priority and a solution can be expected within 3-4 months
To be fair to all customers, features requested by multiple customers get a higher priority rank. Also, not all feature requests can be accommodated.
Why can't things be fixed right away?
Here is what’s happening behind the scenes as we triage an issue:
- All issues are triaged first to make sure that what you’re seeing is not specific to your setup. If it is specific, then we’ll have to find out what’s different.
- All issues and bugs are addressed in batches so that developers work in the most efficient way without switching between tasks and creating more issues while trying to fix that one bug you reported
- When we have a fix (see timeline above), we need to test it to make sure it’s solid
- All fixes that are ready to go, are batched so that we don’t disrupt your or other customer environments with multiple outages. Some urgent fixes are the exception to this rule.
- If the fix causes an issue at another customer tenant, the entire batch may be rolled back until a solution is found.
If you have suggestions to our process, send us a note. We’re always happy to hear your feedback!