As we continuously improve and update EngagementHQ, there may be times when a feature or functionality is removed. In general, we aim to sunset features or functionality using the following timelines:
Low effort and impact: End-of-life timeline of 6 months
High effort and impact: End-of-life 9 months
These times are a guideline only and may differ depending on the complexity and impact of the feature removal.
We understand that an upgrade process must be in place before we remove functionality, so we actively inform customers of upcoming feature removals through several channels.
Knowledge Base Announcements
Every upcoming feature removal is posted in the Announcements section of this help center. The announcement will include:
General information about the feature removal
Milestones and timeframes for removing the feature
What each phase of the removal will consist of, and the impact on customers
Instructions for migrating or updating to a new feature, if applicable
Messaging in EngagementHQ
After publicly announcing the feature removal, EngagementHQ will reflect the following messaging:
In-app message: An alert displayed on the back end of your EngagementHQ site for any accounts who are or may be affected by the upcoming changes.
System flag: Features with a removal date will display a small flag noting that they are set to expire. The flag is near the feature in the back end, cannot be removed, and will link to any articles explaining the process.
Email Communications
We will send emails to all EngagementHQ users to communicate the feature removal. You will receive emails until the removal date or until you take action to switch to a new feature, if applicable.
These emails will include similar information to the announcement.
In-person Communication
You will receive communication from support or your Customer Success Consultant for complex feature removals or changes.
Our team will aim to assist you with any migration processes or essential procedures as you switch to new features or functionality.