This documentation serves to explain our product backlog process here at Infoplus.
We know that users do not enjoy hearing the words 'your issue has been placed in our product development backlog'. With that said, we hope that this following information will explain our rationale behind our procedures, and illuminate how issues/concerns are prioritized internally at Infoplus.
- A customer will communicate to us that there is a request that they would like. We discuss it internally, and come to a consensus about its impact to the software, and if it can be immediately remedied or requires more development time to complete or fix.
We communicate to the customer that their request has been placed in our product backlog. At this time we also post the backlog issue in our forum, where users can talk about the various backlogged issues and vote on what they think should be prioritized. Community voting plays a big part in how Infoplus decides how to prioritize these issues. Once a ticket has been placed in the backlog on our customer portal, it is accessible but will only be updated once the issue is actively being worked on.
As another option, some requests may be eligible for completion by our 'Professional Services' team. Professional Services is, in a gist, an expedited way of getting the enhancement or feature that the customer desires. If you apply for PS, we will reach out to our team and get an estimated cost and timeline for the work that would be done by our team. Bugs do not generally apply for PS -- voice your concern and emphasize the gravity of the situation involving the bug for us to reevaluate our priorities around it.
After we implement a request from the backlog, we will notify all stakeholders via email and provide any other additional information that pertains to it.