Disclaimer
This policy is intended to provide information to all clients regarding our customer feedback policy. It should be understood that the content of this policy does not imply any form of commitment or obligation on the part of Infraspeak or the client. Furthermore, it is explicitly stated that this policy does not supersede the terms outlined in the signed contract, Infraspeak's Terms and Conditions, negotiated commercial proposals or any other policies.
Any information provided by the client will be considered a "suggestion", according to the terms set forth in this policy. Infraspeak reserves the right to use this information. It is important to note that the client is not entitled to any form of payment or penalty in relation to the use of the provided information.
Any and all developments resulting from feedback obtained by Infraspeak under the terms of this policy or otherwise, are Infraspeak's sole Intellectual Property.
This policy does not apply to bugs and support. Find more about those policies here: Bug fixing policy & SLAs; Support policy & SLAs.
1. About our platform - Infraspeak, a SaaS
Infraspeak operates as a Software as a Service platform. As a result, any modifications made to Infraspeak will be automatically applied across all of our clients' platforms.
Each client's Infraspeak is customisable. Users can connect or disconnect the apps, add-ons and integrations available on Infraspeak HUB™, thereby creating a unique and tailored workspace. This approach ensures that our platform will seamlessly adapt to the unique needs and requirements of each operation.
2. How to give us your feedback
We want to gather as much feedback as possible. We’re constantly seeking ways to have a positive impact on our clients and the world! With this in mind, we actively encourage you to share your thoughts and provide feedback.
If you’re considering making a suggestion, please have a take at our Product Roadmap. It provides a clear overview of our agenda and the features planned for development, and — the best part — you can comment on the features and share valuable insights on the ones that interest you the most. Check the Product Roadmap now.
Alternatively to the Product Roadmap, you can share your thoughts directly on our platform through the ‘Help and Support’ section (upper right corner) or via Infraspeak Academy™ ('Support & Feedback' section).
When writing your feedback, please consider the following steps to help us make an informed decision:
- Provide context. Share relevant details about the problem you are facing. Help us understand the situation with a clear description of the issue and specific challenges.
- How are you doing it at the moment? Tell us how you’re currently tackling the issue (if you have any current solution or workaround).
- Help us visualise it. If you can, include screenshots, drawings, diagrams, or any other visual aids that can help us understand the solution you’re proposing.
Example:
"I start the day on the Work Orders app to know which work orders are impacting a specific client to find out on which I will be working that day. I type the client’s name in the search box. I would like to have a quicker way to find the client, possibly a filter, so I can be sure I’m not typing the wrong name or misspelling it".
3. How do we manage Customer Feedback
When you submit your feedback, it is received as a ticket. That ticket is automatically closed, and your suggestion is registered in a database where it may be used as feedback data for future analyses and decisions made by our Product Team.
The decision to implement a suggestion takes into consideration several internal criteria. We assess whether the suggestion aligns with our platform, fits our product vision, and if it has been requested by a significant number of other users. Based on these factors, suggestions are ranked by priority, which influences if and when they are added to our Product Roadmap.
Customer feedback is a key component for us to continuously improve our platform and address the evolving challenges and needs of our clients. We gladly appreciate your valuable input. Thank you for helping us!