Overview
Your Product and Engineering Teams build the Access Volcanic platform you use every day. They create new features, fix complex problems, and keep everything running smoothly behind the scenes. You'll rarely work with them directly, but they work alongside our other teams to ensure your feedback shapes the platform and technical issues get resolved efficiently.
Your platform development teams
These teams work together to develop and maintain Access Volcanic:
Product Team: Decides what new features to build and how they should work.
Engineering Team: Actually builds the features and keeps the platform running.
How they help you: Every improvement, new feature, and system fix comes from these teams working on your feedback and technical requirements.
What they work on
New features: Building tools and functionality you've requested.
Platform improvements: Making existing features work better.
System maintenance: Keeping everything fast, secure, and reliable.
Bug fixes: Solving complex technical concerns that affect the platform.
How to reach them
For technical problems
Contact: Engineering Team via the Support Team
Best for: Complex bugs, system issues, backend problems
For feature ideas
Contact: Product Team via your Account Manager or Customer Success Team
Best for: New feature requests, platform improvements, strategic suggestions
📌Learn more from our Meet The Team guides, to learn more about the Support Team, your Account Manager and the Customer Success Team.
How your feedback creates change
Your journey to new features:
Share your idea with Account Manager or Customer Success
They review and pass it to the Product Team
Product Team evaluates and plans development
Engineering Team builds approved features
Your problem reports improve the platform:
Report issues through Support
Support fixes simple problems immediately
Complex issues go to Engineering Team
Engineering creates fixes that help all customers
📌 Note: Not every suggestion becomes a feature, but all feedback helps shape platform development.
Development Teams Comparison
Here's which team to contact for different development needs:
Area | Product Team | Engineering Team | Support Team | Professional Services |
Feature planning | ✅ | ❌ | ❌ | ❌ |
Back-end and server fixes | ❌ | ✅ | ❌ | ❌ |
Frontend bug fixes | ❌ | ❌ | ✅ | ❌ |
Custom development and design | ❌ | ❌ | ❌ | ✅ |
Product Team: Decides what features to build based on customer feedback and market needs.
📌Contact via: Your Account Manager or the Customer Success Team
Engineering Team: Builds new platform features and maintains backend systems.
📌Contact via: The Support Team
Support Team: Fixes frontend bugs and display issues with dedicated developers.
📌 Learn more: Meet the Support Team
Professional Services: Handles custom development, bespoke design work, and website enhancements.
🔮Coming soon: Meet your Professional Services Team
FAQs
Q1: Can I contact Product and Engineering directly?
Answer: No, always go through Support for technical issues or Account Manager/Customer Success for feature requests. They'll route your needs to the right team.
Q2: How do I suggest new features?
Answer: Contact your Account Manager or Customer Success Team with your ideas. They'll evaluate and route suggestions to the Product Team.
Q3: Will my feature request be built?
Answer: Not all requests can be implemented, but every suggestion is reviewed and helps guide future development priorities.
Q4: How long do technical fixes take?
Answer: Support handles simple issues quickly. Complex problems requiring Engineering take longer, as they often involve platform-wide improvements.
Q5: Do these teams work on individual websites?
Answer: They develop the platform that powers all Access Volcanic websites. Individual customisations are handled through Professional Services.
Q6: How do I know if my suggestion was received?
Answer: Your Account Manager or Customer Success Team will acknowledge your feedback and provide updates on significant feature developments when appropriate.