Optizio Policy Documents

Discount Kit Issue Resolution & Prioritization Policy

Effective Date: 6th January 2026
Last Updated: 6th January 2026

1. Introduction

This policy establishes the framework for how Optizio Ltd classifies, prioritizes, and resolves reported issues for Discount Kit Enterprise Plan customers. It is designed to ensure transparency in our roadmap and fairness in our resource allocation, distinguishing clearly between unintended software defects (“Bugs”) and requests for new capabilities (“Feature Requests”).

2. Issue Classification

To ensure issues are routed to the correct engineering workflows, all reports are classified into one of the following categories. Optizio reserves the right to reclassify issues that are reported as bugs but meet the definition of a feature request or limitations.

2.1 Bug (Defect)

An unintended failure of the software to perform as designed or documented.

• Examples:
  • A discount rule configured to take 10% off is taking 0% off.
  • The application crashes or throws a 500 error during normal operation.
  • A documented API endpoint returns an invalid response format.
• Handling: Prioritized based on severity and SLA impact.

2.2 Feature Request

A request for behavior, functionality, or logic that does not currently exist in the application, or a change to existing intended behavior to suit a specific preference.

• Examples:
  • “I want the discount to apply before tax instead of after.” (If the system is designed to apply after tax).
  • “Add a new condition to filter by Customer Metafields.”
• Handling: Added to the Product Backlog for prioritization (see Section 4).

2.3 Known Limitation / Architecture Constraint

A behavior that is acknowledged but is a result of platform constraints (e.g., Shopify API limits) or core architectural decisions. These are not considered bugs.

• Examples:
  • Latency caused by Shopify’s APIs.
  • Inability to stack specific Shopify automatic discounts due to native platform restrictions.
• Handling: Documented as a known behavior; may be considered for long-term architectural refactoring but not subject to standard bug fix timelines.

3. Bug Prioritization & Resolution

Bugs are triaged based on their impact on your business and the severity of the malfunction.

Severity	Definition	Target Resolution
Critical	System Down / Revenue Blocked. Core discounting logic is failing for all or a significant subset of customers. No workaround exists.	Immediate engineering focus until resolved. (See SLA for response times).
Major	Feature Broken. A specific feature is not working (e.g., “Buy X Get Y” logic fails), but other discount types work. A workaround may be difficult.	Scheduled for next immediate patch release or hotfix (typically 24-48h).
Minor	Cosmetic / Nuisance. UI glitches, typos, or minor errors that do not affect the calculation of price or checkout completion.	Scheduled for next standard release cycle (typically weekly/bi-weekly).

4. Feature Request Prioritization

We value customer feedback and our roadmap is heavily influenced by Enterprise merchant needs. However, reporting a feature request as a bug will not expedite its delivery. Feature requests are prioritized using a weighted scoring model:

1. Customer Impact: How many customers will benefit? Does this unblock a significant revenue opportunity for the requester?
2. Strategic Fit: Does this align with our long-term product vision?
3. Engineering Effort: Complexity and maintenance cost.

4.1 Enterprise Priority

Enterprise Plan customers receive weighted priority in this scoring model. Your requests are reviewed directly by the Product Manager during regular planning.

4.2 Status Communication

We will communicate the status of your requests as:

• Accepted: Scheduled for development (with estimated quarter).
• Under Consideration: Added to backlog for future review.
• Not Planned: We will not proceed with this request (e.g., due to technical infeasibility or conflict with core product direction).

5. Complex & Architectural Issues

Occasionally, an issue may be “valid” (a real problem for you) but “complex” (requiring months of re-architecture or conflicting with other customers’ needs).

In these cases:

1. Transparent Assessment: We will provide a detailed technical explanation of why the issue exists and why a quick fix is not possible.
2. Workaround Engineering: Our Solution Engineers will work with you to find alternative ways to achieve your business goal using existing functionality.
3. Long-Term Roadmap: If the issue represents a significant blocker, it may be added to our long-term roadmap, but it will be explicitly excluded from standard SLA resolution timelines.

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Optizio Ltd
124 City Road, London, EC1V 2NX, United Kingdom
Contact: support@discountkit.app