Enhancement Request Process and Policy

We welcome your thoughts and ideas for features to expand Security Reviewer product Suite. We want to hear about them, and when possible, we try to accommodate feature requests. Unfortunately, we can’t honor every request using the same Priority, but you don’t know if we can incorporate your request immediately until you ask.

Our Primary Objective is to manage the request of software as quickly and efficiently as possible; whilst respecting the companies license position.

We guarantee the deployment of your Change Requests in about 48 hours and your Feature Requests developed during next 30 working days. We are committed to help our clients reaching their goals, to personalize their Secure Review experience, to provide an innovative environment, and to make the difference. Once you are a Customer of ours, feel free to ask what you need and you will get it for free! Your enhancement request will be inserted in the product roadmap and delivered to you soon!

 

Making a Change or Feature Request

The first step in making a Change or Feature Request (aka Enhancement Request) is to open a support ticket. If you are not our Customer yet, we will accept only such Change or Feature Requests not planned in this year’s roadmap, and they will be processes always as Feature Requests in the next 30 working days after your Purchase Order.

Request Type

Description

Processing Time

Request Type

Description

Processing Time

Change Request

Minor changes on existing features

2 working days for each change after support ticket is taken in charge by our Support team

Feature Request (existing Customer)

Major, no destabilizing, changes on existing features, or new Features

30 working days for each Feature after support ticket is taken in charge by our Support team (1)

Feature Request (future Customer)

Up to 3 Change Requests or Major, no destabilizing, 1 Change on existing features, or 1 new Feature

30 working days after the Purchase Order (1)

(1) For volume-based licences, the Customer has to purchase 50 scans/year at minimum.

The best way to submit an Enhancement Request for your Security Reviewer product is to go to https://www.securityreviewer.net/support. Select the product in which you are interested and the related section. Otherwise you can send you request via email to info@securityreviewer.com

The benefit of posting your suggestion on the Support site is that you “own” it. You will be notified by email of all replies and you will be the “thought leader” for the idea. Other users can see that the Enhancement Request is your idea, and you can lead the conversation in a way that will make your request compelling to Security Reviewer. Other users can “vote” on your idea and you can “campaign” for votes for your idea. Other users may also suggest a workaround or another way that you can accomplish your objective. Make sure that you included all the details about the feature and include examples or use cases to illustrate your need for the feature. One of our support representatives is ready to listen and help you along.

Security Reviewer’s Product Management reviews the submitted requests regularly, and you should see a reply within two or three days.

For all the reasons above, posting and socializing your request on the Support site is the most productive and informative place to open an Enhancement Request.

First, our support personnel may ask for further information about the feature to determine if:

  • Development has already implemented the feature, but the feature works differently than you may have expected;

  • A workaround is already in place;

  • Development is already working on the feature;

  • Development has already determined that they can’t accommodate the requested feature.

If your feature request doesn’t fit one of the above conditions, a support representative will make sure the description has the detailed information the development team needs to evaluate your request properly. Once you and your support technician have worked out the details of your feature request, they will submit it to development.

I’ve made a Feature Request. Now what?

Once your request passes from support to development, the development team will evaluate your request based on the development roadmap. The roadmap includes the short-and long-term goals for the Security Reviewer’s product Suite. The development team determines if and how your request fits into the roadmap. Your request will fall into one of four categories:

  1. Development has evaluated your request and decided that they will not develop the feature.

  2. Your Feature Request doesn’t currently fit in the Security Reviewer’s roadmap, but it may in the future.

  3. Your Feature Request fits the Security Reviewer’s roadmap.

  4. Development is developing or has developed your Change or Feature Request.

If your request falls into category 1, we are very sorry that we can’t accommodate your request, and we will assist you in finding alternatives if possible.

If your request falls into categories 2 or 3, we will enter your submission in the Feature Request backlog where it waits until we can schedule it for development. Depending on the nature of the request, the feature may only sit in the backlog for a brief time, but if the feature requires significant changes to our current codebase or our developers need to make other changes first, the feature will have to wait an unspecified time before implementation.
If your request falls into category 4, it is time to celebrate! Your request hit the fast track to development, and your Feature Request is now available or will be shortly.

You closed my support ticket, but you haven’t implemented my Feature Request. Why?

For administrative reasons, we have to close your support ticket for feature requests. Just because we closed your ticket doesn’t mean that we’ve forgotten about you and your request. We keep an active administration of who asked for which feature, and when your support ticket/feature request changes status, we will let you know. If necessary, we will request your help for testing.

We work continuously on our product. To see what features we've added to each release, you can always check our Change Log.

How do I check on the status of my request?

When possible, we notify you when your Feature Request changes status, but the easiest way is to check our Change Log periodically. Once implemented, we will announce the update in our Change Log.  If you haven't heard from us or the change hasn't appeared in the Change Log, your Feature Request is still in the holding pattern (categories 2 and 3). Our developers love making our users happy, so believe us when we say the developers will get to your Feature Request as soon as possible. Until then, all we can do is wait, and opening additional tickets to check on the status of your request is not necessary.

Is there an additional cost?

We confirm that no additional costs are required for new available features during your support contract. New features may involve:

  • New supported OS

  • New supported languages

  • Enhanced products' features

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