Thank you for taking the time to write such a detailed review. It is thoughtful, specific, and, most importantly, it highlights an experience that falls well short of what we expect for any customer especially one that has trusted us for four years.
While it's never easy to receive this kind of feedback, we would much rather hear it than not. Feedback like yours helps us improve, and we are treating it with the seriousness it deserves.
There are a few points we'd like to address directly.
On baselines
Branch-scoped baselines are a supported capability in Eyes through the use of branchName, parentBranchName, and baselineBranchName, and approvals can be confined to a branch rather than promoted to a global baseline.
The fact that you raised this repeatedly over several years and never received that guidance is a failure on our part. This wasn't a missing product capability, it was a failure to provide the right answer. We are reviewing how that happened and what we need to improve to ensure it doesn't happen again.
It's also worth noting that our Customer Success organization has undergone significant changes over the past six months, with a much stronger focus on customer outcomes, proactive engagement, and technical enablement. You can read more about that transformation here:
https://applitools.com/blog/applitools-customer-success-blueprint/
On support
Being told to "go run some tests and come back to us" is not the level of support we strive to provide, particularly for an Enterprise customer. We are reviewing those interactions internally because that is not the experience we want any customer to have.
On the reliability issues
The concerns you raised around ignore regions not persisting across pull requests, performance, and the font rendering behavior you ultimately traced to document.fonts.ready are all valid. Rather than speculate, we'd like to reproduce these issues against your actual environment so we can understand the root causes and determine what improvements are needed.
On the dashboard experience
Your feedback around diff images requiring excessive zoom, controls that are difficult to discover, and a test feed organized only by commit hash without meaningful branch context is fair. We've shared your review directly with our Product team so they can evaluate these improvements.
On documentation
If you found yourself reading the eyes-storybook source code to answer your own questions, then our documentation did not do its job. We appreciate you calling that out, and we will use this feedback to improve the experience for future users.
On self-hosted GitHub Enterprise
We understand why your security team could not adopt the existing integration, and we'd like to better understand your environment to explore what options are available today.
We would welcome the opportunity to work through these items with you directly rather than continue the conversation solely through a review thread. Please reach out to your Account Manager, and we'll assemble the appropriate Product, Engineering, Support, and Customer Success teams to address these concerns together. The branch baseline configuration, in particular, is something we believe we can help resolve quickly.
Once again, thank you for taking the time to provide such comprehensive feedback. We recognize that words alone won't change your experience, only actions will. Over the past six months we've made significant changes to how we engage with and support our customers, but we know the only measure that matters is whether you experience that difference firsthand.
We hope you'll give us the opportunity to earn back your confidence.
