Things are changing, and it’s a good thing!
Good day Zen Folks,
We wanted to send out an open letter for the future.
As those of you that have been with us from the beginning and those of you that have been for varying time frames know, the ZenCharts product you see today is not what you saw 2/10/15, nor is it what you saw 2/10/16, furthermore, it is not what you saw 2/10/17 or anything in between! Zen has improved and added more features since January then any of our competitors has since we went live. While that is exciting, it can have consequences.
Zen has a larger engineering team than all our competitors combined, every one of them. We invest in our engineering, not our sales teams. We take pride in that and have quickly amassed large feature sets to help optimize each and every customers charting.
So, why are we writing this letter?
With new features comes potential short term issues, that quite frankly, a small few tend to get frustrated with the short interruptions. We get it! Stability is the key and we understand that. Last week, under pressure from a few agencies we rolled out a couple of upgrades without following the final step in our protocol, which is launch on our Beta Client after two successful test servers launches. Of course, Murphy’s law prevailed and we had a couple of short term glitches that were quickly resolved. We apologize for the issue, there is no excuse. We are bringing this to your attention so you know that we are aware and we are resolving this going forward.
We are not suggesting that we will not make a mistake again as that would be an impossible promise! But, we are tightening up our launch procedures. Everyone will be put into a stable branch of development with quarterly updates, rather than daily or weekly.
Stable, Labs and Development
One decision we have made is we will be separating our processes into two customer groups. “Stable” and “Labs,” the Stable group will be exactly that, no changes, no additions, no special requests for new or enhanced features. All new features will be rolled out after the “Labs” group has successfully utilized the features for a minimum of 90-days. Additionally, the “Stable” group must be trained and have signed off on the new features. Last week we had 17 participants on our new features webinar out of approximately 110. We recognize that some agencies require a product that is stable and is terminally predictable, whereas, other agencies are front-runners and want to explore greater more enhanced features quickly.
We understand this and recognize that there is no right or wrong. What we cannot have is both groups believing they are right because that creates a huge quagmire for us. We will be providing an application for “Labs” to decide if it is appropriate for your agencies needs and tolerance. I mention tolerance because the first question will be; “Have you been frustrated with Zen and taken it out on our staff in any way?” If the answer is yes, “Stable” it is.
With that said, we recognize there are varying tolerance levels and needs. For those of you, most I might add, that are excited for the exciting features that roll out, thank you and we will continue to produce exactly what you are chomping at the bit for! For the “Stability” types, we hear you and we are sincerely apologetic for the inconvenience of enhancements (changes) to the product. Reminds me of the adage, “Everyone wants to go to Heaven, but none of us want to die!”
What do you need to do?
If you do not respond to this, you will be automatically put into the stability branch. If you would like to be part of labs (A.K.A. beta testers) then you will need to apply with our team via this form:
We love all our customers and this is the only fair way to move forward while continuing to innovate new product enhancements for the industry.
The ZenCharts Team