Feature Removal Policy
The removal of features and functionalities is not a process that should go unnoticed by customers. Looplex understands that we have a duty to actively inform our customers and ensure that an appropriate update process is in place before we begin removing features and functionalities. To address this concern, Looplex will actively notify our customers through the channels listed below.
Knowledge Base Documentation
All features being removed are announced in our Technical Knowledge Base Documentation. The removal announcement will include a general notice, key dates for the feature removal, what each phase of deprecation will entail, how it will impact you, and finally, how you can migrate or upgrade to a new feature, if available.
We will also maintain a master list of all relevant features with a pending removal date, as well as features that have been removed in the past. The knowledge base article will link to the removal announcement for each feature on the list with a pending removal date.
Looplex Notifications
Once a feature removal is publicly announced, your Looplex instance will reflect this in two ways:
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In-Product Message: An alert will appear for all administrators in accounts affected by the removal. It may be difficult to determine exactly who will be affected, in which case Looplex will err on the side of caution by notifying anyone who might be affected.
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System Alerts: Small yellow warning bars may appear in any product with a scheduled removal date. If implemented, this alert will be permanent and cannot be dismissed. It may appear for both end users and administrators and will include a link to articles explaining the removal process.
Email Communication
Looplex will also use transactional emails to communicate feature removals. Transactional emails are communications sent by Looplex to all listed owners and administrators in Looplex. These emails are reserved for important communications, such as breaking changes or other announcements requiring immediate attention.
An example is when we send notifications of breaking API changes through themed, personalized emails. We will continue sending emails to customers until the removal date or until you take action to switch to the new feature. The content of these emails will include similar information and a link to the feature removal announcement.
Personal Communication
Finally, we understand that some of our customers have extensive usage scenarios with Looplex, and transitioning to a new process is not a one-person task. For any account with an assigned Account Manager or Customer Success Manager, you may receive personalized communication from your account team in addition to email and in-product notifications.
This personalized communication may include emails with specific instructions from a trusted source, a phone call to help scope your update process, or personalized engagement with our services team to ensure all your essential processes are preserved during the transition.
Advance Notice for Feature Removal
We want to ensure everyone receives ample notice of a feature or functionality removal. As consumers of Software as a Service ourselves, we understand how disruptive change can be. Below, we outline the amount of notice you will receive before a supported and available feature or product is removed.
These timelines are not guaranteed for features in our early access programs or Beta Program and do not apply to feature and product modifications.
Note
- Deadlines for externally required changes may be outside Looplex’s control. Such changes may not follow this feature deprecation timeline.
- Looplex may not adhere to these timelines if feature or product removal is deemed necessary for security reasons.
Milestones
All communication is organized around important milestones. For the purposes of our policy, a “milestone” is defined as a significant event leading up to the feature removal date.
The first milestone for a feature removal is the announcement. After an announcement is made, no additional improvements or new functionality will be added to the deprecated feature.
End of Development Milestone
When the end of development milestone is reached, there will be no noticeable changes to the feature or functionality.
At this point, Looplex will:
- No longer resolve most bugs or cosmetic issues.
- Continue to address major functional breakdowns.
- Maintain documentation availability.
- Limit support to issues related to the removal and/or migration of the feature to its replacement functionality (when available).
Removal Milestone
The final milestone is the actual removal date. At this point, Looplex will begin removing the feature or functionality. Depending on the feature, this may result in complete removal or automatic migration of your account to the new functionality.