Purpose
The TRUE team receives many features requests everyday; so many in fact, that only a fraction of them can we work on for eventual inclusion within TRUE. This article was created to assist you with how we handle feature requests and your options as a TRUE customer.
Types of Feature Requests
Sanctioned Feature Requests |
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Specific types of feature request are prioritized automatically, even if they're unsponsored (free to the customer). These are deemed beneficial to all users or are smart enhancements to TRUE that also happen to not be difficult to implement. Expected development timeframe is 2-4 weeks. These are:
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Unsponsored Feature Requests |
| Most of the feature requests we receive are unsponsored, meaning the request is made without the expectation it will be paid for by the customer. While these are free to our customers, due to the volume we receive, we can only work a small number of them. To identify which unsponsored feature requests are the most important, we track how often the same feature is requested. Those are then prioritized. Expected development timeframe is 6 months to indefinite. |
Sponsored Feature Requests |
| By electing to sponsor a feature request, a customer is agreeing to pay for the development of it. This automatically sets the development priority to HIGH. We endeavor to provide customers with a rough estimate of the cost, but ultimately, all sponsored development is billed based on the number of hours incurred during development at $175/hr. Sponsored feature requests are always designed to allow the customer to continue to receive future TRUE updates. Expected development timeframe is 2-4 weeks. |
Custom Development |
| TRUE can itself be infinitely modified to meet any of our customers' unique requirements. Whether this is changing the look and feel of TRUE, adding a pricing/product configurator, or something else, we can meet your expectations. The benefit of custom development is that our customers' get exactly what they want at $175/hr or less if a pre-paid bundle of hours is purchased. The con is this development sometimes can prevent the customer from receiving future TRUE versions; though we will ensure you're fully aware of that decision if it's necessary to meet your unique custom needs. Expected development timeframe is 2-4 weeks. |
Emergency Support |
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TRUE can provide support and custom development on an emergency basis if requested. Whether you need us to modify your data for you fast, modify reports for you quickly, pull data from a backup pronto, etc; TRUE will tackle it for you. The fee for emergency support is $300/hr. Expected timeframe is within minutes to hours usually, depending on what the support involves.
Note: Your TRUE subscription provides for free emergency support in certain extreme situations such as a user's inability to access TRUE that is determined to be caused by TRUE or one of TRUE's 3rd party providers. The TRUE support team has final determination on what support constitutes an emergency and whether ot not it is included in your subscription as a free service. |