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This document describes the process for your team to share problems you have identified so that our teams can investigate potential solutions.

Note that there is a separate process for Bug and Fire reporting, which should be followed when there's a loss of existing functionality to our platform. Improvements or enhancements do not fall under this category.

Submitting a Problem

  1. Open a new ticket in our Jira Service Desk (https://rbictg.atlassian.net/servicedesk/customer/portal/2) using the "Feature Request” tile.

  2. Fill all the fields in the Service Desk feature.

    1. Make sure that you focus on the problem that you’re trying to solve. Our product and engineering teams are better equipped to provide solutions given their wide knowledge of the platform

    2. Include as many details as possible for the problem you’re seeing, including screen recordings, guest feedback, etc.

    3. Quantify the size of the problem and the potential improvements we may get if we solve it

      1. Impact on guest experience and crew experience

      2. Impact on sales, profitability or other business KPIs

  3. Our assigned Customer Success Manager will discuss with you the problem you’ve submitted to get all the necessary context, better understand the provided analysis and quantification and make sure that the submitted ticket is clear.

  4. Our teams will analyze the problem you’re reporting, and will provide one of the following answers in the Jira ticket in a period of 4 weeks from the moment the request is clear and quantified:

    1. Problem is added to the backlog and added to the next Quarterly Roadmap

    2. Problem is added to the backlog but without a set Quarter date

    3. Problem won’t be worked on

FAQ

How are features prioritized?

Once a feature is opened, the Customer Success Managers will discuss the feature with the Product and Engineering team. The teams will analyze the problem you’re bringing and understand whether it should be added to the contract based on problem impact and existing backlog.

How often are new Roadmaps created?

Roadmaps are prioritized on a quarterly basis, meaning the sooner a new problem can be worked on is in the following Quarter.

What happens if a problem is added to the backlog but not added the upcoming Quarterly Roadmap?

The problem will be assessed in every Quarterly Prioritization session to understand if it can be fit in the next Roadmap, and it will be communicated to you once it is added to a Roadmap.

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