Actionable Feedback

Library

Actionable Feedback Policy

Our Commitment to Continuous Improvement

Introduction

At eLeaP® Platform, we believe that feedback is the cornerstone of growth and excellence. This policy outlines our commitment to collecting, processing, and acting upon feedback from our community of users, clients, and stakeholders. We value your voice and are dedicated to creating a transparent, responsive feedback process.

Our Feedback Philosophy

Feedback drives innovation and improvement. We recognize that our users are our best teachers, and their insights help us build better solutions. This policy ensures that every piece of feedback receives appropriate attention and contributes to meaningful change.

Types of Feedback We Welcome

We encourage feedback across all aspects of our platform and services:

  • Product Feedback: Features, functionality, user experience, and interface design
  • Technical Issues: Bugs, performance problems, integration challenges, and system errors
  • Content Feedback: Quality, accuracy, and relevance of training materials and resources
  • Service Feedback: Customer support, onboarding, training, and consultation experiences
  • Compliance Feedback: Regulatory concerns, accessibility issues, and security observations
  • Feature Requests: Suggestions for new capabilities and enhancements
  • General Suggestions: Any ideas that could improve our platform or services

How to Submit Feedback

Multiple Channels Available

We offer various channels to ensure accessibility and convenience:

  • In-Platform Feedback: Use the feedback button or form within the eLeaP Platform
  • Email: feedback@eleapsoftware.com
  • Support Portal: Submit through our customer support system
  • Phone: (877) 624-7226 during business hours
  • Account Manager: Contact your dedicated account representative directly
  • User Community Forums: Share feedback with peers and our team

What to Include

To help us act on your feedback effectively, please provide:

  • Clear description of the issue, suggestion, or observation
  • Specific examples or screenshots when applicable
  • Impact on your work or organization
  • Your proposed solution or desired outcome (if applicable)
  • Priority level from your perspective

Our Feedback Process

  1. Acknowledgment (Within 48 Hours)

Every piece of feedback receives an acknowledgment within two business days. You’ll receive:

  • Confirmation that we received your feedback
  • Tracking reference number
  • Expected timeline for initial review
  • Point of contact for follow-up
  1. Review and Categorization (Within 5 Business Days)

Our team reviews and categorizes feedback based on:

  • Type (bug, feature request, enhancement, etc.)
  • Priority (critical, high, medium, low)
  • Affected users (individual, organization, platform-wide)
  • Implementation complexity
  • Alignment with product roadmap
  1. Investigation and Analysis (Timeline Varies)

Depending on complexity, we:

  • Investigate technical issues thoroughly
  • Analyze impact and feasibility
  • Consult with relevant teams (development, support, compliance)
  • Determine appropriate action plan
  • Estimate implementation timeline
  1. Response and Action (Timeline Communicated)

We provide a substantive response including:

  • Our findings and analysis
  • Planned action (if any)
  • Timeline for resolution or implementation
  • Alternative solutions or workarounds (if applicable)
  • Explanation if we cannot implement the suggestion
  1. Implementation and Follow-Up

For actionable feedback that leads to changes:

  • We notify you when implementation begins
  • We provide updates on significant milestones
  • We inform you when changes go live
  • We invite you to verify the resolution
  • We follow up to ensure satisfaction

Feedback Priority Levels

Critical (Immediate Response)

  • Security vulnerabilities
  • Data integrity issues
  • System outages or major functionality failures
  • Compliance violations
  • Issues affecting multiple organizations

Response Time: Within 4 hours
Resolution Target: As quickly as possible, with continuous updates

High (Urgent Response)

  • Significant bugs affecting core functionality
  • Performance issues impacting productivity
  • Critical feature requests from multiple users
  • Accessibility barriers

Response Time: Within 24 hours
Resolution Target: Within 2 weeks or clear action plan provided

Medium (Standard Response)

  • Minor bugs with workarounds available
  • Feature enhancements
  • Usability improvements
  • Content updates

Response Time: Within 5 business days
Resolution Target: Included in upcoming release cycle or roadmap

Low (Routine Response)

  • Cosmetic issues
  • Nice-to-have features
  • General suggestions
  • Documentation improvements

Response Time: Within 10 business days
Resolution Target: Evaluated for future consideration

Transparency and Communication

Regular Updates

For ongoing items, we provide:

  • Monthly status updates for tracked issues
  • Quarterly product roadmap updates showing feedback-driven priorities
  • Release notes highlighting community-driven improvements
  • Annual feedback impact report

Public Feedback Tracking

When appropriate, we maintain:

  • Public roadmap showing requested features
  • Status updates on popular requests
  • Implementation announcements
  • Community voting on feature priorities

Feedback That Leads to Action

We commit to:

  • Product Improvements: Incorporating valuable suggestions into our development roadmap
  • Documentation Updates: Enhancing guides, tutorials, and help resources based on user needs
  • Process Enhancements: Refining our workflows and customer service based on experiences
  • Policy Revisions: Updating policies when feedback reveals gaps or concerns
  • Training Development: Creating new training materials addressing identified knowledge gaps

Recognition and Appreciation

We value your time and insights:

  • Acknowledgment in release notes for significant contributions
  • Beta access for users who provide substantial feedback
  • Case study opportunities for innovative use cases
  • Advisory board invitations for strategic contributors
  • Occasional feedback incentive programs

Feedback Rights and Privacy

Your Rights

  • Right to submit feedback anonymously
  • Right to request updates on your feedback
  • Right to withdraw feedback before implementation
  • Right to be informed of outcomes

Our Commitments

  • We treat all feedback confidentially unless you authorize sharing
  • We never share personal information without consent
  • We do not penalize users for critical or negative feedback
  • We maintain feedback records according to our data retention policy

What We Cannot Do

To set clear expectations:

  • We cannot implement all suggestions due to technical, strategic, or resource constraints
  • We cannot guarantee specific timelines for non-critical items
  • We cannot share proprietary information about future releases
  • We cannot prioritize individual requests over platform-wide needs
  • We may not be able to implement feedback that conflicts with regulatory requirements

However, we will always explain our reasoning and seek alternative solutions when possible.

Continuous Improvement of This Policy

This feedback policy itself is subject to improvement. We welcome your suggestions on how we can better collect, process, and act upon feedback. We review this policy annually and update it based on community input and operational learnings.

Escalation Process

If you’re not satisfied with our response to your feedback:

  1. Contact your Account Manager for reconsideration
  2. Email escalations@eleapsoftware.com with your tracking number
  3. Request a call with our Customer Success leadership team
  4. Formal review by our Product and Operations leadership within 5 business days

Contact Information

Feedback Submissions:
Email: feedback@eleapsoftware.com
Phone: (877) 624-7226
Online: Submit through your eLeaP Platform dashboard

Escalations:
Email: escalations@eleapsoftware.com

General Inquiries:
Telania, LLC.
eLeaP® Platform
1300 South Fourth Street, Suite 240,
Louisville, KY 40208
USA

Tel: (877) 624-7226
Fax: (502) 653-8579

Last Updated: September 2025
Next Review: September 2026

Thank you for helping us build a better platform through your valuable feedback. Your voice matters, and together we create solutions that truly serve our community’s needs.