Custom Development Requests
We understand that every organisation has unique needs. While our platform is designed to cover a wide range of use cases out of the box, there may be situations where additional functionality or tailored behaviour is required.
This page explains how custom development requests work, what you can expect, and how to submit a request.
What is custom development?
Custom development is any enhancement or feature that is not currently available within the standard product offering.
This may include:
- New workflow capabilities
- Enhancements to existing features
- Additional integrations with third party systems
- Specific automation or processing logic
- UI or experience adjustments for your organisation
Our team will review each request to determine feasibility, alignment with the product roadmap, and level of effort required.
How the process works
1. Submit your request
You provide a detailed description of your requirement, including:
- The problem you are trying to solve
- Desired outcome or functionality
- Any relevant workflows or user journeys
- Examples or references if available
- Business impact or priority level
2. Initial review
Our product and engineering teams will review your request to assess:
- Technical feasibility
- Alignment with the product strategy
- Potential alternative solutions already available
- Level of complexity and effort
We may come back to you with clarifying questions during this stage.
3. Solution proposal
If the request is feasible and prioritised for exploration, we will provide a proposal outlining:
- Recommended approach
- Scope of work
- Estimated timelines
- Dependencies or constraints
- Any alternative options if applicable
4. Commercial alignment
Where relevant, we will align on:
- Pricing for the development work (custom development is subject to a minimum engagement fee, depending on scope and complexity)
- Contractual considerations
- Delivery milestones and acceptance criteria
5. Delivery and validation
Once agreed, the development work will begin. During delivery:
- You will receive regular progress updates
- We may request feedback at key stages
- A final validation step ensures the solution meets requirements
6. Release and support
After successful validation:
- The feature is released to your environment
- Documentation or guidance is provided where needed
- Ongoing support is available in line with your existing support level
Important considerations
Custom development is designed to be a collaborative process. However, there are a few important points to keep in mind:
- Not all requests will be feasible or aligned with the product roadmap and therefore may be rejected
- Some requirements may already be achievable using existing functionality
- Timelines can vary depending on complexity and prioritisation
- Custom features may be subject to maintenance and compatibility considerations in future releases
Feature requests vs Custom development
It’s important to distinguish between standard feature requests and custom development.
Feature requests submitted by customers are reviewed by our product team and may be added to our roadmap at no additional cost. These are prioritised based on overall customer demand, strategic alignment, and product direction.
Custom development, on the other hand, is a paid engagement that allows specific requirements to be prioritised and delivered on an agreed timeline.
In some cases, a request may qualify for either approach. Choosing custom development can accelerate delivery and provide greater certainty around scope and timelines.
Ownership and availability
Custom development is delivered as part of the core CaptionHub platform.
This means that:
- CaptionHub retains full ownership of any intellectual property developed
- The functionality may be made available to other customers where appropriate
- The solution will be maintained and supported as part of the platform going forward
Our goal is to ensure that all enhancements are sustainable, scalable, and aligned with the long-term evolution of the product.
Alternative options
Before progressing to custom development, we may suggest alternative approaches such as:
- Using existing platform features in a different way
- Configuration changes
- Automation using available integrations
- Partner or third party solutions
Our goal is always to ensure you achieve your outcome in the most efficient way possible.
How to submit a request
To submit a custom development request, please contact your Customer Success Manager or reach out to our support team with the details outlined above.
We will guide you through the next steps and ensure your request is reviewed by the appropriate team.