To our customers,
All of us at Graphite are committed to providing you with the very best service. This includes ensuring that Graphite Connect is continually meeting your needs and providing a quick response time whenever changes are needed.
Configuration changes generally fall into one of these buckets:
- Configuration changes that are specific to your company
- Configuration changes that impact the network
- Product enhancement requests
Configuration changes that are specific to your company
Of the three types of changes, these changes are usually the easiest and quickest to implement. However, these also require the most clarity from your team and a commitment from you to test these changes in a timely fashion.
- Configuration request intake - When you submit a request to your Customer Success Manager the first step is to ensure that the business requirement is fully understood prior to any change being made. Sometimes this requires an internal conversation with our configuration teams to ensure that the Graphite team accurately estimates the time needed to complete the update. In some instances, your Customer Success Manager will schedule a follow-up call to ensure the requirements are fully understood by Graphite.
- Agreement on timing - Once the team estimates the update, together with your Customer Success Manager you will coordinate the timeframe for the update, testing, and subsequent release.
- Impacts to the monthly release - Once we start an update to your configuration we require all open updates to be fully tested before being released in production. This could mean a planned mid-month update is canceled when configuration changes aren’t fully tested. However, it can put our monthly release at risk when updates are not tested in a timely manner. When updates must be reverted, it creates significant rework on our side.
- To solve this, any configuration request that is submitted within 10 days of the next monthly release will be delayed until after the next release (the monthly release is usually the first Wednesday of each month).
- It is your responsibility to ensure that the right people are available on your side to test all updates prior to the release to production. If at any time you or a team member will be unavailable to complete the necessary testing, then we will postpone starting the configuration update until the timing is more suitable for you and your team.
- We understand that unexpected issues may arise during the configuration and testing phase. However, it is essential that all configuration changes are thoroughly tested and validated before the release date to minimize disruptions and ensure a successful deployment.
Configuration changes that impact the network
The Graphite team is very cautious about making configuration changes that impact the network. When a requested update falls into this category, the team must evaluate the risks/benefits of making a network-wide change. For this reason, these changes are much slower to implement and some changes may not be feasible at this time.
Product enhancement requests
Our roadmap is continually evolving based on the input and feedback we receive from our customers. When you make a request that cannot be implemented due to a limitation in the underlying platform, or when you provide feedback on a new feature or enhancement, the customer success and product teams evaluate the request to determine next steps. Sometimes we have an enhancement already planned in the roadmap. Sometimes our product team will reach out directly for additional information. But whenever we receive a request like this, we document the enhancement and track interest across all customers.
This doesn’t mean every idea makes it into Graphite, but it does mean we are listening to what our customers are saying and are looking to make Graphite relevant to you now and in the future.
If you have any questions or concerns, please contact your Customer Success Manager.