Raising A Feature Request - REFINE

We Listen

We genuinely love to to hear from our partners, specifically their ideas on how to develop the dashboard to better suite their needs. We assess each new request frequently and where possible include these in future releases of the dashboard. Its not always possible to deliver all of the suggestions, as not all of them meet our strategy for the wider user group, however where possible we will.

How We Manage Requests

Feature Requests are tracked through the same Case Management solution used by our Service Desk, therefore raising a Feature Request is very similiar to Raising A Support Case - which keeps things nice and simple. We do not apply Service Levels against Feature Requests.

If you do have a pressing Feature Request, please do raise this with us, and make your Customer Success Manager aware of the priority, so they can inject that into the prioritisation process on your behalf.

We do offer a Custom Product Opportuity service for urgent requests that are specific to your own needs. This is a chargeable service that can be explored further with your Customer Success Manager.

How To Raise A Feature Request

It is always helpful to understand the background to the issue therefore, please provide as much information as you can to help bring the request to life for us;

• Partner / Customer Name

• Total number of users using the product

• Percentage/Number of users affected by the issue

• Frequency of issue

• User Impact Statement (e.g. user experience, performance) (one paragraph)

• Business Impact Statement (e.g. regulatory compliance, revenue impact - please quantify as much as possible) (up to three paragraphs)

• Business impact level: (Low, Medium, High, Critical)
  o Low Impact is defined as: Minor problem with small impact or functional restriction which impacts a small number of users (less than a hundred).
  o Medium Impact is defined as: Product can be used but there are some moderate impact or functional restrictions which impact a moderate number of users, (hundreds), several times a week.
  o High Impact is defined as: Product can be used but an important function is not available which impacts a large number of users, (thousands), several times a week.
  o Critical Impact is defined as: Production system is down or is severely impacted.