Policy for Enhancement Requests

At Censys, we value customer feedback 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.

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Note

Bugs vs. Enhancements: Bugs are failures of the product to perform supported actions or uses. Submit as an email to Support. Enhancement requests are for new modifications or additions to the product to solve new problems or improve existing solutions.

Submission

• Work directly with your Customer Success Managers to ensure that enhancement requests are well understood. The Managers are responsible for submitting the requests to our tracking system.
• 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 the impact and importance for your organization.
• We assign a reference number to each request to help with tracking and communication.

Evaluation

• Our product management team evaluates each enhancement request within two weeks of submission.
• During the evaluation, Censys considers the request’s alignment with our product vision, the potential impact on user experience, technical feasibility, and resource availability. Requests are prioritized based on strategic importance, market demand, and the level of effort required.
• 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

• Each submitted request has a status assigned to reflect its progress through evaluation and resolution.
• You are kept informed about the status of your enhancement requests through regular check-ins with your Customer Success Team.

Status key

• Triage: This request has not yet been reviewed but will be by a product team member within two weeks of submission.
• Customer Response: The Censys team needs more clarification from the customer to understand the important elements of the problem or solution.
• 12M Consideration: This request potentially aligns with Censys’ long-term product strategy, but there is no concrete timeline or commitment to resolution. It will be reviewed and its status refreshed within the next 12 months.
• 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 six months.
• 3M Planned: This request is either fully or partially planned to be addressed within the next three months. An expected month of delivery should be available.
• Closed: Closed issues are considered resolved and do not see further status changes, though there are various resolution types.
  • Implemented: The request is implemented in the product.
  • Partially Implemented: The request is partially addressed. If necessary, the non-implemented portion of the original request should be submitted as a new issue.
  • Workaround Exists: A workaround is available to handle the request and there are no plans to change the solution.
  • Will Not Do: The request does not align with the Censys product strategy or goals.
  • Duplicate: The request has already been submitted and tracked. The ID of the existing ticket is provided to track future status updates.

By following this enhancement request policy, we foster a relationship of clear and open communication with our customers, ensuring that your voices are heard. We appreciate the valuable insights and suggestions provided by our customers, which contribute to the ongoing enhancement and innovation of our software products.