Our Principles

Over the years, we've developed principles and philosophies that guide how we approach software development as an organization. Our principles may seem unconventional, but have evolved to help us do one thing and do it well: design and build the best note-taking app on the planet.

We do not have a formal public roadmap, for a few reasons:

1. It detracts from the present state of the product, and perpetually focuses customer expectations on the future. All we can promise is what we already have.
2. We work and think one feature at a time. Which feature we're working on is no secret—you'll hear about it on our Discord, Reddit, Twitter, forum, and help desk. We're not secretive about our plans, but don't like to plan projects too far into the future.
3. We believe the role of a software company isn't to perpetually churn out new features. There's more to running a software organization than "what are you going to ship next?"

While we do not offer a formal roadmap, we understand it's important for you to know if a feature critical to your workflow is planned, so you can always ask us, "what are you all working on now?" and"is feature X something you're planning to work on?"—we're always happy to give you our best response. Note however, per our support policy below, email is the only medium where responses from a team member are guaranteed.

We don't use our Twitter account as a marketing channel, and therefore do not post daily content or otherwise have a hyperactive presence. As a team of mostly engineers, we're usually deep in code. Inactivity on Twitter does not represent inactivity within.

We also prefer any support interactions take place via our dedicated email help desk. Questions you ask on Twitter may not be seen by the right team member, but questions you ask via email always are.

Like Twitter, we're not overly active on our blog, and write typically when there are important announcements. Inactivity on our blog does not represent inactivity within. Quite the opposite: the more preoccupied we are with engineering, the less capacity we have to blog and tweet.

Our only official support medium is our email help desk, where we uphold a 100% response rate. Support inquiries via Discord, GitHub, or Twitter are not supported, and are not guaranteed to receive an official response, though we do encourage the community to help other members.

Free and paid users alike are welcome to get in touch with our help desk. Some requests may require specialized engineering time, and fall into the Premium Support category, which requires a paid subscription or, if you're on a free account, the purchasing of a one-time premium support request.

Positive or critical feedback is always welcome, but it's important to be polite—both ways. Public posts that have clear intention of stirring upset may be removed or marked as abuse/spam.

Example of a polite critical statement:

I tried out the new release, and there is a bug that prevents me from selecting the menu item. This is hindering my workflow and I hope it gets resolved soon.

Example of an abusive critical statement:

I tried out the new release, and the menu item is not selectable. It's clear there is an utter disregard for quality at this company.

Our subscription prices typically increase every year, but do so only for new users. Historically, price increases have only affected new and not existing subscribers, who lock in their price indefinitely.

We may hold sales on our subscription product from time to time. If you purchased a subscription within 60 days of a current sale, you're welcome to reach out to our help desk, and we will update your plan to renew at the sale price. No prorated refunds are offered in this case.