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Create customer-success.md (#14697)
... --------- Co-authored-by: Zay Hanlon <114112018+zayhanlon@users.noreply.github.com> Co-authored-by: Luke Heath <luke@fleetdm.com> Co-authored-by: Mike McNeil <mikermcneil@users.noreply.github.com>
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@ -134,6 +134,7 @@ Fleet raised its Series A funding round. The world now has at least 1.65 millio
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To provide clarity about decision-making, [responsibility](https://fleetdm.com/handbook/company/why-this-way#why-direct-responsibility), and resources, everyone at Fleet has a manager, and [every manager](https://fleetdm.com/handbook/company#management) has direct reports. Fleet's organizational chart is accessible company-wide as a sub-tab in ["🧑🚀 Fleeties" (private google doc)](https://docs.google.com/spreadsheets/d/1OSLn-ZCbGSjPusHPiR5dwQhheH1K8-xqyZdsOe9y7qc/edit#gid=0). On the other sub-tabs, you can also check out a world map of where everyone is located, hiring stats, and fun facts about each team member.
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- 🔦 [Business Operations](https://fleetdm.com/handbook/business-operations): The Business Operations department is directly responsible for these traditional functions: People, Finance, Legal, IT, and Revenue Operations (RevOps).
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- 🏹 [Customer Success](https://fleetdm.com/handbook/customer-success): The customer success department is directly responsible for ensuring that customers and community members of Fleet achieve their desired outcomes with Fleet products and services.
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- 🐋 [Sales](https://fleetdm.com/handbook/sales): The Sales department is directly responsible for attaining the revenue goals of Fleet and helping customers deliver on their objectives.
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- 🫧 [Demand](https://fleetdm.com/handbook/demand): The Demand department is directly responsible for growing awareness of Fleet and nurturing the community through participation in events, conversations, and other programs.
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- 🚀 [Engineering](https://fleetdm.com/handbook/engineering): The Engineering department at Fleet is directly responsible for writing and maintaining the code for Fleet's core product.
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@ -135,6 +135,31 @@ We use these prefixes to organize the Fleet Slack:
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- We configure our [working hours in Slack](https://slack.com/help/articles/360025054173-Set-up-Slack-for-work-hours-) to make sure everyone knows when they can get in touch with others.
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- In consideration of our team, Fleet avoids using global tags in channels (i.e. @here, @channel, etc.) (What about polls? Good question, Fleeties are asked to post their poll in the channel and @mention the teammates they would like to hear from.)
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### Customer support service level agreements (SLAs)
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**Fleet Free:**
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| Impact Level | Definition | Preferred Contact | Response Time |
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|:---|:---|:---|:---|
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| All Inquiries | Any request regardless of impact level or severity | Osquery #fleet Slack channel | No guaranteed resolution |
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> **Note:** If you're using Fleet Free, you can also access community support by [opening a bug](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=bug%2C%3Areproduce&projects=&template=bug-report.md&title=) in the [Fleet GitHub](https://github.com/fleetdm/fleet/) repository.
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**Fleet Premium:**
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| Impact Level | Definition | Preferred Contact | Response Time |
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|:-----|:----|:----|:-----|
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| Emergency (P0) | Your production instance of Fleet is unavailable or completely unusable. For example, if Fleet is showing 502 errors for all users. | Expedited phone/chat/email support during business hours. </br></br>Email the contact address provided in your Fleet contract or chat with us via your dedicated private Slack channel | **≤4 hours** |
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| High (P1) | Fleet is highly degraded with significant business impact. | Expedited phone/chat/email support during business hours. </br></br>Email the contact address provided in your Fleet contract or chat with us via your dedicated private Slack channel | **≤4 business hours** |
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| Medium (P2) | Something is preventing normal Fleet operation, and there may or may not be minor business impact. | Standard email/chat support | ≤1 business day |
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| Low (P3) | Questions or clarifications around features, documentation, deployments, or 'how to's'. | Standard email/chat support | 1-2 business days |
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> **Note:** Fleet business hours for support are Monday-Friday, 6AM-4PM Pacific Time, excluding current U.S. federal holidays during which responses may be delayed for Medium and Low impact issues. Fleeties can find Fleet general contact information [here](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit).
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**Emergency (P0) request communications:**
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## Github
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Fleet uses Github as the [source of truth](https://fleetdm.com/handbook/company/why-this-way#why-do-we-use-one-repo) for our product and documentation; a platfrom to allow community members to interact with Fleet, [contribute and provide feedback](https://github.com/fleetdm/fleet/blob/main/docs/Contributing/Committing-Changes.md#committing-changes).
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127
handbook/customer-success/README.md
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127
handbook/customer-success/README.md
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@ -0,0 +1,127 @@
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# Customer Success
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This handbook page details processes specific to working [with](#contact-us) and [within](#responsibilities) this department.
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## What we do
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The customer success department is directly responsible for ensuring that customers and community members of Fleet achieve their desired outcomes with Fleet products and services.
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## Team
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| Role | Contributor(s) |
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|:--------------------------------------|:------------------------------------------------------------------------------------------------------------------------|
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| VP of Customer Success | [Zay Hanlon](https://www.linkedin.com/in/zayhanlon/) _([@zayhanlon](https://github.com/zayhanlon))_
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| Customer Success Manager (CSM) | [Jason Lewis](https://www.linkedin.com/in/jlewis0451/) _([@patagonia121](https://github.com/patagonia121))_
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| Customer Support Engineer (CSE) | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_, [Grant Bilstad](https://www.linkedin.com/in/grantbilstad/) _([@Pacamaster](https://github.com/Pacamaster))_, Ben Edwards _([@edwardsb](https://github.com/edwardsb))_
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| Infrastructure Engineer | [Robert Fairburn](https://www.linkedin.com/in/robert-fairburn/) _([@rfairburn](https://github.com/rfairburn))_
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## Contact us
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- To make a request of this department, [create an issue](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=%23g-customer-success&projects=&template=custom-request.md&title=Request%3A+_______________________) and a team member will get back to you within one business day.
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- Any Fleet team member can [view the kanban board](https://github.com/fleetdm/fleet#workspaces/-g-customer-success-642c83a53e96760014c978bd/board) for this department, including pending tasks and the status of new requests.
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- Please use issue comments and GitHub mentions to communicate follow-ups or answer questions related to your request.
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- If urgent, or if you need help submiting your request, mention a [team member](#team) in the [#g-customer-success](https://fleetdm.slack.com/archives/C062D0THVV1) Slack channel.
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## Responsibilities
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### Create customer support issue
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Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue). When creating a new issue, make sure the following:
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- Make sure the issue has a "customer request" label or "customer-codename" label.
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- Occasionally, we will need to track public issues for customers that wish to remain anonymous on our public issue tracker. To do this, we choose an appropriate minor planet name from this [Wikipedia page](https://en.wikipedia.org/wiki/List_of_named_minor_planets_(alphabetical)) and create a label which we attach to the issue and any future issues for this customer.
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- "+" prefixed labels (e.g., "+more info please") indicate we are waiting on an answer from an external community member who does not work at Fleet or that no further action is needed from the Fleet team until an external community member, who doesn't work at Fleet, replies with a comment. At this point, our bot will automatically remove the +-prefixed label.
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- 1. Required details that will help speed up time to resolution:
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- Fleet server version
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- Agent version
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- Osquery or fleetd?
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- Operating system
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- Web browser
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- Expected behavior
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- Actual behavior
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2. Details that are nice to have but not required. These may be requested by Fleet support as needed:
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- Amount of total hosts
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- Amount of online hosts
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- Amount of scheduled queries
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- Amount and size (CPU/Mem) of the Fleet instances
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- Fleet instances CPU and Memory usage while the issue has been happening
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- MySQL flavor/version in use
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- MySQL server capacity (CPU/Mem)
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- MySQL CPU and Memory usage while the issue has been happening
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- Are MySQL read replicas configured? If so, how many?
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- Redis version and server capacity (CPU/Mem)
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- Is Redis running in cluster mode?
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- Redis CPU and Memory usage while the issue has been happening
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- The output of fleetctl debug archive
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- Have we provided a link to that issue for the customer to remind everyone of the plan and for the sake of visibility, so other folks who weren't directly involved are up to speed (e.g., "Hi everyone, here's a link to the issue we discussed on today's call: […link…](https://omfgdogs.com)")?
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### Contact the developer on-call
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The acting developer on-call rotation is reflected in the [📈KPIs spreadsheet (confidential Google sheet)](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit#gid=0&range=F2 ). The developer on-call is responsible for responses to technical Slack comments, Slack threads, and GitHub issues raised by customers and the community, which the CSE team cannot address.
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- To reach the developer on-call for assistance, mention them in Fleet Slack using `@oncall` in the [#help-engineering](https://fleetdm.slack.com/archives/C019WG4GH0A) channel.
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- Support issues should be handled in the relevant Slack channel rather than Direct Messages (DMs). This will ensure that questions and solutions can be easily referenced in the future. If it is necessary to use DMs to share sensitive information, a summary of the conversation should be posted in the Slack channel as well.
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> **Note:** Additional help can be obtained by messaging a [Solutions Consultant](https://fleetdm.com/handbook/sales#team) in the [#help-solutions-consulting channel](https://fleetdm.slack.com/archives/C05HZ2LHEL8).
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- An automated weekly [on-call handoff](https://fleetdm.com/handbook/engineering#handoff) Slack thread in #g-engineering provides the opportunity to discuss highlights, improvements, and hand off ongoing issues.
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### Onboard a customer success team member
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- **Customer Success Manager:** Follow the [training steps for this role](https://docs.google.com/document/d/1itrBeztwjK253Q548wbveVWdDaldBYCEOS6Cbz5Z4Uc/edit).
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- **Customer Solutions Architect (CSA):** Follow the [training steps for this role](https://docs.google.com/document/d/1G26Aqmn4tSKa7s0jMcSRqNTtz6h47Tvf8Ddi2-cP1ek/edit#heading=h.2i16pc77rnb7).
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- **Customer Support Engineer (CSE):** Follow the [training steps for this role](https://docs.google.com/document/d/1GB8i_VMaFxeb9ipLock9MVWGJ2RqIW8lZ5n3MLiXG4s/edit).
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- **Infrastructure Engineer:** Follow the [training steps for this role](https://docs.google.com/document/d/1G26Aqmn4tSKa7s0jMcSRqNTtz6h47Tvf8Ddi2-cP1ek/edit#heading=h.2i16pc77rnb7).
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### Manage automation of customer slack
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1. A new message is posted in any Slack channel
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2. (Zapier filter) The automation will continue if the message is:
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- Not from a Fleet team member
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- Posted outside of Fleet’s business hours
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- In a specific customer channel (manually designated by customer success)
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3. (Slack) Notify the sender that the request has been submitted outside of business hours and provide them with options for escalation in the event of a P0 or P1 incident.
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4. (Zapier) Send a text to the VP of CS to begin the emergency request flow if triggered by the original sender.
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> **Note:** New customer channels that the automation will run in must be configured manually. Submit requests for additions to the Zapier administrator.
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### Generate a trial license key
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1. Fleet's self-service license key creator is the best way to generate a proof of concept (POC) or renewal/expansion Fleet Premium license key.
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- [Here is a tutorial on using the self-service method](https://www.loom.com/share/b519e6a42a7d479fa628e394ee1d1517) (internal video)
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- Pre-sales license key DRI is the Director of Solutions Consulting
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- Post-sales license key DRI is the VP of Customer Success
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2. Legacy method: [create an opportunity issue](https://github.com/fleetdm/confidential/issues/new/choose) for the customer and follow the instructions in the issue for generating a trial license key.
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### Respond to messages and alerts
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Customer Support and 24/7 on-call Engineers are responsible for the first response to Slack messages in the [#fleet channel](https://osquery.slack.com/archives/C01DXJL16D8) of osquery Slack, and other public Slacks.
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- The 24/7 on-call is responsible for alarms related to fleetdm.com and Fleet Managed Cloud, as well as delivering 24/7 support for Fleet Premium customers. Use [on-call runbooks](https://github.com/fleetdm/confidential/tree/main/infrastructure/runbooks#readme) to guide your response. Runbooks provided detailed, step-by-step instructions to quickly and effectively respond to and resolve most 24/7 on-call alerts.
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- We respond within 1-hour during business hours and 4 hours outside business hours. Note that we do not need to have answers within 1 hour -- we need to at least acknowledge and collect any additional necessary information while researching/escalating to find answers internally.
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First responders:
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- Robert Fairburn
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- Kathy Satterlee
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Escalations (in order):
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- Eric Shaw (fleetdm.com)
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- Zay Hanlon
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- Luke Heath
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- Mike McNeil
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### Maintain first respo
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The first responder on-call for Managed Cloud will take ownership of the @infrastructure-oncall alias in Slack first thing Monday morning. The previous week's on-call will provide a summary in the #g-customer-success Slack channel with an update on alarms that came up the week before, open issues with or without direct end-user impact, and other issues to keep an eye out for.
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Escalation of alarms will be done manually by the first responder according to the escalation contacts mentioned above. A [suspected outage issue](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=%23outage%2C%23g-cx%2C%3Arelease&projects=&template=outage.md&title=Suspected+outage%3A+YYYY-MM-DD) should be created to track the escalation and determine root cause.
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All infrastructure alarms (fleetdm.com and Managed Cloud) will go to #help-p1.
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When the current 24/7 on-call engineer is unable to meet the response time SLAs, it is their responsibility to arrange and designate a replacement who will assume the @oncall-infrastructure Slack alias.
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## Rituals
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<rituals :rituals="rituals['handbook/customers/customer-success.rituals.yml']"></rituals>
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#### Stubs
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The following stubs are included only to make links backward compatible.
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##### Customer codenames
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Please see [Handbook/customer-success#create-customer-support-issue](https://www.fleetdm.com/handbook/create-customer-support-issue)
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##### Runbooks
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Please see [Handbook/customer-success#respond-to-messages-and-alerts](https://www.fleetdm.com/handbook/customer-success#respond-to-messages-and-alerts)
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<meta name="maintainedBy" value="zayhanlon">
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<meta name="title" value="🏹 Customer Success">
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18
handbook/customer-success/customer-success.rituals.yml
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18
handbook/customer-success/customer-success.rituals.yml
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-
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task: "Prioritize for next sprint" # Title that will actually show in rituals table
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startedOn: "2023-09-04" # Needs to align with frequency e.g. if frequency is every thrid Thursday startedOn === any third thursday
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frequency: "Triweekly" # must be supported by
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description: "Drag next sprint's priorities to the top of the 'Not yet' column." # example of a longer thing: description: "[Prioritizing next sprint](https://fleetdm.com/handbook/company/communication)"
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moreInfoUrl: "https://fleetdm.com/handbook/company/why-this-way#why-make-work-visible" #URL used to highlight "description:" test in table
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dri: "zayhanlon" # DRI for ritual (assignee if autoIssue) (TODO display GitHub proflie pic instead of name or title)
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autoIssue: # Enables automation of GitHub issues
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labels: [ "#g-customer-success" ] # label to be applied to issue
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-
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task: "Upgrade Managed Cloud" # Title that will actually show in rituals table
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startedOn: "2023-10-18" # Needs to align with frequency e.g. if frequency is every thrid Thursday startedOn === any third thursday
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frequency: "Triweekly" # must be supported by
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description: "Upgrade each Managed Cloud instance to the latest version of Fleet" # example of a longer thing: description: "[Prioritizing next sprint](https://fleetdm.com/handbook/company/communication)"
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moreInfoUrl: "https://github.com/fleetdm/fleet/releases" #URL used to highlight "description:" test in table
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dri: "rfairburn" # DRI for ritual (assignee if autoIssue) (TODO display GitHub proflie pic instead of name or title)
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autoIssue: # Enables automation of GitHub issues
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labels: [ "#g-customer-success" ] # label to be applied to issue
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@ -25,7 +25,6 @@ The 🚀 Engineering department at Fleet is directly responsible for writing and
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- Any Fleet team member can view the dedicated sprint boards managed by this department:
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- 💻 [MDM (#g-mdm)](https://app.zenhub.com/workspaces/-g-mdm-current-sprint-63bc507f6558550011840298/board)
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- 🌟 [Endpoint ops (#g-endpoint-ops)](https://app.zenhub.com/workspaces/-g-endpoint-ops-current-sprint-63bd7e0bf75dba002a2343ac/board)
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- ⚙️ [Infra (#g-infra)](https://app.zenhub.com/workspaces/-g-infra-642c83a53e96760014c978bd/board)
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## Scrum at Fleet
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- [Sprint ceremonies](#sprint-ceremonies)
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@ -165,8 +164,8 @@ Before kicking off release QA, confirm that we are using the latest versions of
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- Check the [version included in Fleet](https://github.com/fleetdm/fleet/blob/main/.github/workflows/build-binaries.yaml#L30).
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- Check the [latest minor version of Go](https://go.dev/dl/). For example, if we are using `go1.19.8`, and there is a new minor version `go1.19.9`, we will upgrade.
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- If the latest minor version is greater than the version included in Fleet, [file a bug](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=bug%2C%3Areproduce&projects=&template=bug-report.md&title=) and assign it to the [release ritual DRI](https://fleetdm.com/handbook/engineering#rituals) and the [current oncall engineer](https://fleetdm.com/handbook/engineering#how-to-reach-the-oncall-engineer). Add the `~release blocker` label. We must upgrade to the latest minor version before publishing the next release.
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- If the latest major version is greater than the version included in Fleet, [create a story](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=story%2C%3Aproduct&projects=&template=story.md&title=) and assign it to the [release ritual DRI](https://fleetdm.com/handbook/engineering#rituals) and the [current oncall engineer](https://fleetdm.com/handbook/engineering#how-to-reach-the-oncall-engineer). This will be considered for an upcoming sprint. The release can proceed without upgrading the major version.
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- If the latest minor version is greater than the version included in Fleet, [file a bug](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=bug%2C%3Areproduce&projects=&template=bug-report.md&title=) and assign it to the [release ritual DRI](https://fleetdm.com/handbook/engineering#rituals) and the [current on-call engineer](https://fleetdm.com/handbook/engineering#how-to-reach-the-oncall-engineer). Add the `~release blocker` label. We must upgrade to the latest minor version before publishing the next release.
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- If the latest major version is greater than the version included in Fleet, [create a story](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=story%2C%3Aproduct&projects=&template=story.md&title=) and assign it to the [release ritual DRI](https://fleetdm.com/handbook/engineering#rituals) and the [current on-call engineer](https://fleetdm.com/handbook/engineering#how-to-reach-the-oncall-engineer). This will be considered for an upcoming sprint. The release can proceed without upgrading the major version.
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> In Go versioning, the number after the first dot is the "major" version, while the number after the second dot is the "minor" version. For example, in Go 1.19.9, "19" is the major version and "9" is the minor version. Major version upgrades are assessed separately by engineering.
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@ -174,7 +173,7 @@ Before kicking off release QA, confirm that we are using the latest versions of
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- Check the [latest version of the macadmins-extension](https://github.com/macadmins/osquery-extension/releases).
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- Check the [version included in Fleet](https://github.com/fleetdm/fleet/blob/main/go.mod#L60).
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- If the latest stable version of the macadmins-extension is greater than the version included in Fleet, [file a bug](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=bug%2C%3Areproduce&projects=&template=bug-report.md&title=) and assign it to the [release ritual DRI](https://fleetdm.com/handbook/engineering#rituals) and the [current oncall engineer](https://fleetdm.com/handbook/engineering#how-to-reach-the-oncall-engineer).
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- If the latest stable version of the macadmins-extension is greater than the version included in Fleet, [file a bug](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=bug%2C%3Areproduce&projects=&template=bug-report.md&title=) and assign it to the [release ritual DRI](https://fleetdm.com/handbook/engineering#rituals) and the [current on-call engineer](https://fleetdm.com/handbook/engineering#how-to-reach-the-oncall-engineer).
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- Add the `~release blocker` label.
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>**Note:** Some new versions of the macadmins-extension include updates that require code changes in Fleet. Make sure to note in the bug that the update should be checked for any changes, like new tables, that require code changes in Fleet.
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@ -249,11 +248,11 @@ Immediately after publishing a new release, we close out the associated GitHub i
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12. Announce that `main` is unfrozen and the milestone has been closed in #help-engineering.
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## Oncall rotation
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## On-call rotation
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- [The rotation](#the-rotation)
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- [Responsibilities](#responsibilities)
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- [Clearing the plate](#clearing-the-plate)
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- [How to reach the oncall engineer](#how-to-reach-the-oncall-engineer)
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- [How to reach the on-call engineer](#how-to-reach-the-oncall-engineer)
|
||||
- [Escalations](#escalations)
|
||||
- [Handoff](#handoff)
|
||||
|
||||
@ -262,9 +261,9 @@ See [the internal Google Doc](https://docs.google.com/document/d/1FNQdu23wc1S9Yo
|
||||
|
||||
Fleet team members can also subscribe to the [shared calendar](https://calendar.google.com/calendar/u/0?cid=Y181MzVkYThiNzMxMGQwN2QzOWEwMzU0MWRkYzc5ZmVhYjk4MmU0NzQ1ZTFjNzkzNmIwMTAxOTllOWRmOTUxZWJhQGdyb3VwLmNhbGVuZGFyLmdvb2dsZS5jb20) for calendar events.
|
||||
|
||||
New engineers are added to the oncall rotation by their manager after they have completed onboarding and at least one full release cycle. We aim to alternate the rotation between product groups when possible.
|
||||
New engineers are added to the on-call rotation by their manager after they have completed onboarding and at least one full release cycle. We aim to alternate the rotation between product groups when possible.
|
||||
|
||||
> The oncall rotation may be adjusted with approval from the EMs of any product groups affected. Any changes should be made before the start of the sprint so that capacity can be planned accordingly.
|
||||
> The on-call rotation may be adjusted with approval from the EMs of any product groups affected. Any changes should be made before the start of the sprint so that capacity can be planned accordingly.
|
||||
|
||||
### Responsibilities
|
||||
- [Second-line response](#second-line-response)
|
||||
@ -273,11 +272,13 @@ New engineers are added to the oncall rotation by their manager after they have
|
||||
- [Improve documentation](#improve-documentation)
|
||||
|
||||
#### Second-line response
|
||||
The oncall engineer is a second-line responder to questions raised by customers and community members.
|
||||
The on-call engineer is a second-line responder to questions raised by customers and community members.
|
||||
|
||||
The community contact (Kathy) is responsible for the first response to GitHub issues, pull requests, and Slack messages in the [#fleet channel](https://osquery.slack.com/archives/C01DXJL16D8) of osquery Slack, and other public Slacks. Kathy and Zay are responsible for the first response to messages in private customer Slack channels.
|
||||
The on-call engineer is responsible for the first response to community pull requests.
|
||||
|
||||
We respond within 1-hour (during business hours) for interactions and ask the oncall engineer to address any questions sent their way promptly. When Kathy is unavailable, the oncall engineer may sometimes be asked to take over the first response duties. Note that we do not need to have answers within 1 hour -- we need to at least acknowledge and collect any additional necessary information, while researching/escalating to find answers internally. See [Escalations](#escalations) for more on this.
|
||||
Customer Support Engineers are responsible for the first response to Slack messages in the [#fleet channel](https://osquery.slack.com/archives/C01DXJL16D8) of osquery Slack, and other public Slacks. The Customer Success group is responsible for the first response to messages in private customer Slack channels.
|
||||
|
||||
We respond within 1-hour (during business hours) for interactions and ask the on-call engineer to address any questions sent their way promptly. When a Customer Support Engineer is unavailable, the on-call engineer may sometimes be asked to take over the first response duties. Note that we do not need to have answers within 1 hour -- we need to at least acknowledge and collect any additional necessary information, while researching/escalating to find answers internally. See [Escalations](#escalations) for more on this.
|
||||
|
||||
> Response SLAs help us measure and guarantee the responsiveness that a customer [can expect](https://fleetdm.com/handbook/company#values) from Fleet. But SLAs aside, when a Fleet customer has an emergency or other time-sensitive situation ongoing, it is Fleet's priority to help them find them a solution quickly.
|
||||
|
||||
@ -286,22 +287,22 @@ PRs from Fleeties are reviewed by auto-assignment of codeowners, or by selecting
|
||||
|
||||
PRs should remain in draft until they are ready to be reviewed for final approval, this means the feature is complete with tests already added. This helps keep our active list of PRs relevant and focused. It is ok and encouraged to request feedback while a PR is in draft to engage the team.
|
||||
|
||||
All PRs from the community are routed through the oncall engineer. For documentation changes, the community contact ([Kathy](https://github.com/ksatter)) is assigned by the oncall engineer. For code changes, if the oncall engineer has the knowledge and confidence to review, they should do so. Otherwise, they should request a review from an engineer with the appropriate domain knowledge. It is the oncall engineer's responsibility to monitor community PRs and make sure that they are moved forward (either by review with feedback or merge).
|
||||
All PRs from the community are routed through the on-call engineer. For code changes, if the on-call engineer has the knowledge and confidence to review, they should do so. Otherwise, they should request a review from an engineer with the appropriate domain knowledge. It is the on-call engineer's responsibility to monitor community PRs and make sure that they are moved forward (either by review with feedback or merge).
|
||||
|
||||
#### Customer success meetings
|
||||
The oncall engineer is encouraged to attend some of the customer success meetings during the week. Post a message to the #g-endpoint-ops Slack channel requesting invitations to upcoming meetings.
|
||||
The on-call engineer is encouraged to attend some of the customer success meetings during the week. Post a message to the #g-endpoint-ops Slack channel requesting invitations to upcoming meetings.
|
||||
|
||||
This has a dual purpose of providing more context for how our customers use Fleet. The engineer should actively participate and provide input where appropriate (if not sure, please ask your manager or organizer of the call).
|
||||
|
||||
#### Improve documentation
|
||||
The oncall engineer is asked to read, understand, test, correct, and improve at least one doc page per week. Our goal is to 1, ensure accuracy and verify that our deployment guides and tutorials are up to date and work as expected. And 2, improve the readability, consistency, and simplicity of our documentation – with empathy towards first-time users. See [Writing documentation](https://fleetdm.com/handbook/marketing#writing-documentation) for writing guidelines, and don't hesitate to reach out to [#g-digital-experience](https://fleetdm.slack.com/archives/C01GQUZ91TN) on Slack for writing support. A backlog of documentation improvement needs is kept [here](https://github.com/fleetdm/fleet/issues?q=is%3Aopen+is%3Aissue+label%3A%22%3Aimprove+documentation%22).
|
||||
The on-call engineer is asked to read, understand, test, correct, and improve at least one doc page per week. Our goal is to 1, ensure accuracy and verify that our deployment guides and tutorials are up to date and work as expected. And 2, improve the readability, consistency, and simplicity of our documentation – with empathy towards first-time users. See [Writing documentation](https://fleetdm.com/handbook/marketing#writing-documentation) for writing guidelines, and don't hesitate to reach out to [#g-digital-experience](https://fleetdm.slack.com/archives/C01GQUZ91TN) on Slack for writing support. A backlog of documentation improvement needs is kept [here](https://github.com/fleetdm/fleet/issues?q=is%3Aopen+is%3Aissue+label%3A%22%3Aimprove+documentation%22).
|
||||
|
||||
### Clearing the plate
|
||||
Engineering managers are asked to be aware of the [oncall rotation](https://docs.google.com/document/d/1FNQdu23wc1S9Yo6x5k04uxT2RwT77CIMzLLeEI2U7JA/edit#) and schedule a light workload for engineers while they are oncall. While it varies week to week considerably, the oncall responsibilities can sometimes take up a substantial portion of the engineer's time.
|
||||
Engineering managers are asked to be aware of the [on-call rotation](https://docs.google.com/document/d/1FNQdu23wc1S9Yo6x5k04uxT2RwT77CIMzLLeEI2U7JA/edit#) and schedule a light workload for engineers while they are on-call. While it varies week to week considerably, the on-call responsibilities can sometimes take up a substantial portion of the engineer's time.
|
||||
|
||||
We aspire to clear sprint work for the oncall engineer, but due to capacity or other constraints, sometimes the oncall engineer is required for sprint work. When this is the case, the EM will work with the oncall engineer to take over support requests or @oncall assignment completely when necessary.
|
||||
We aspire to clear sprint work for the on-call engineer, but due to capacity or other constraints, sometimes the on-call engineer is required for sprint work. When this is the case, the EM will work with the on-call engineer to take over support requests or @oncall assignment completely when necessary.
|
||||
|
||||
The remaining time after fulfilling the responsibilities of oncall is free for the engineer to choose their own path. Please choose something relevant to your work or Fleet's goals to focus on. If unsure, speak with your manager.
|
||||
The remaining time after fulfilling the responsibilities of on-call is free for the engineer to choose their own path. Please choose something relevant to your work or Fleet's goals to focus on. If unsure, speak with your manager.
|
||||
|
||||
Some ideas:
|
||||
|
||||
@ -311,11 +312,11 @@ Some ideas:
|
||||
- Create a blog post (or other content) for fleetdm.com.
|
||||
- Try out an experimental refactor.
|
||||
|
||||
### How to reach the oncall engineer
|
||||
Oncall engineers do not need to actively monitor Slack channels, except when called in by the Community or Customer teams. Members of those teams are instructed to `@oncall` in `#help-engineering` to get the attention of the oncall engineer to continue discussing any issues that come up. In some cases, the Community or Customer representative will continue to communicate with the requestor. In others, the oncall engineer will communicate directly (team members should use their judgment and discuss on a case-by-case basis how to best communicate with community members and customers).
|
||||
### How to reach the on-call engineer
|
||||
Oncall engineers do not need to actively monitor Slack channels, except when called in by the Community or Customer teams. Members of those teams are instructed to `@oncall` in `#help-engineering` to get the attention of the on-call engineer to continue discussing any issues that come up. In some cases, the Community or Customer representative will continue to communicate with the requestor. In others, the on-call engineer will communicate directly (team members should use their judgment and discuss on a case-by-case basis how to best communicate with community members and customers).
|
||||
|
||||
### Escalations
|
||||
When the oncall engineer is unsure of the answer, they should follow this process for escalation.
|
||||
When the on-call engineer is unsure of the answer, they should follow this process for escalation.
|
||||
|
||||
To achieve quick "first-response" times, you are encouraged to say something like "I don't know the answer and I'm taking it back to the team," or "I think X, but I'm confirming that with the team (or by looking in the code)."
|
||||
|
||||
@ -326,28 +327,28 @@ How to escalate:
|
||||
2. Create a new thread in the [#help-engineering channel](https://fleetdm.slack.com/archives/C019WG4GH0A), tagging `@zwass` and provide the information turned up in your research. Please include possibly relevant links (even if you didn't find what you were looking for there). Zach will work with you to craft an appropriate answer or find another team member who can help.
|
||||
|
||||
### Handoff
|
||||
The oncall engineer changes each week on Wednesday.
|
||||
The on-call engineer changes each week on Wednesday.
|
||||
|
||||
A Slack reminder should notify the oncall of the handoff. Please do the following:
|
||||
A Slack reminder should notify the on-call of the handoff. Please do the following:
|
||||
|
||||
1. The new oncall engineer should change the `@oncall` alias in Slack to point to them. In the
|
||||
1. The new on-call engineer should change the `@oncall` alias in Slack to point to them. In the
|
||||
search box, type "people" and select "People & user groups." Switch to the "User groups" tab.
|
||||
Click `@oncall`. In the right sidebar, click "Edit Members." Remove the former oncall, and add
|
||||
Click `@oncall`. In the right sidebar, click "Edit Members." Remove the former on-call, and add
|
||||
yourself.
|
||||
|
||||
2. Hand off newer conversations (Slack threads, issues, PRs, etc.). For more recent threads, the former oncall can unsubscribe from the thread, and the new oncall should subscribe. The former oncall should explicitly share each of
|
||||
these threads and the new oncall can select "Get notified about new replies" in the "..." menu.
|
||||
The former oncall can select "Turn off notifications for replies" in that same menu. It can be
|
||||
helpful for the former oncall to remain available for any conversations they were deeply involved
|
||||
in, so use your judgment on which threads to hand off. Anything not clearly handed off remains the responsibility of the former oncall engineer.
|
||||
2. Hand off newer conversations (Slack threads, issues, PRs, etc.). For more recent threads, the former on-call can unsubscribe from the thread, and the new on-call should subscribe. The former on-call should explicitly share each of
|
||||
these threads and the new on-call can select "Get notified about new replies" in the "..." menu.
|
||||
The former on-call can select "Turn off notifications for replies" in that same menu. It can be
|
||||
helpful for the former on-call to remain available for any conversations they were deeply involved
|
||||
in, so use your judgment on which threads to hand off. Anything not clearly handed off remains the responsibility of the former on-call engineer.
|
||||
|
||||
In the Slack reminder thread, the oncall engineer includes their retrospective. Please answer the following:
|
||||
In the Slack reminder thread, the on-call engineer includes their retrospective. Please answer the following:
|
||||
|
||||
1. What were the most common support requests over the week? This can potentially give the new oncall an idea of which documentation to focus their efforts on.
|
||||
1. What were the most common support requests over the week? This can potentially give the new on-call an idea of which documentation to focus their efforts on.
|
||||
|
||||
2. Which documentation page did you focus on? What changes were necessary?
|
||||
|
||||
3. How did you spend the rest of your oncall week? This is a chance to demo or share what you learned.
|
||||
3. How did you spend the rest of your on-call week? This is a chance to demo or share what you learned.
|
||||
|
||||
## Incident postmortems
|
||||
At Fleet, we take customer incidents very seriously. After working with customers to resolve issues, we will conduct an internal postmortem to determine any documentation or coding changes to prevent similar incidents from happening in the future. Why? We strive to make Fleet the best osquery management platform globally, and we sincerely believe that starts with sharing lessons learned with the community to become stronger together.
|
||||
@ -593,7 +594,7 @@ Note that the bug finder here is NOT necessarily the **first** person who sees t
|
||||
Once raised, product confirms whether or not it's critical and defines expected behavior.
|
||||
When outside of working hours for the product team or if no one from product responds within 1 hour, then fall back to the #help-p1.
|
||||
|
||||
Once the critical bug is confirmed, Customer success needs to ping both customers and the community to warn them. If Customer success is not available, the oncall engineer is responsible for doing this.
|
||||
Once the critical bug is confirmed, Customer success needs to ping both customers and the community to warn them. If Customer success is not available, the on-call engineer is responsible for doing this.
|
||||
If a quick fix workaround exists, that should be communicated as well for those who are already upgraded.
|
||||
|
||||
When a critical bug is identified, we will then follow the patch release process in [our documentation](https://github.com/fleetdm/fleet/blob/main/docs/Contributing/Releasing-Fleet.md#patch-releases).
|
||||
@ -615,9 +616,6 @@ In the above process, any reference to "QA" refers to: Reed Haynes, Product Qual
|
||||
## Infrastructure
|
||||
- [Infrastructure links](#infrastructure-links)
|
||||
- [Best practices](#best-practices)
|
||||
- [24/7 on-call](#24-7-on-call)
|
||||
|
||||
The [infrastructure product group](https://fleetdm.com/handbook/company/development-groups#infrastructure-group) is responsible for deploying, supporting, and maintaining all Fleet-managed cloud deployments.
|
||||
|
||||
### Infrastructure links
|
||||
The following are quick links to infrastructure-related README files in both public and private repos that can be used as a quick reference for infrastructure-related code:
|
||||
@ -628,48 +626,8 @@ The following are quick links to infrastructure-related README files in both pub
|
||||
- [SSO](https://github.com/fleetdm/confidential/blob/main/infrastructure/sso/README.md)
|
||||
- [VPN](https://github.com/fleetdm/confidential/blob/main/vpn/README.md)
|
||||
|
||||
### Best practices
|
||||
The infrastructure team follows industry best practices when designing and deploying infrastructure. For containerized infrastructure, Google has created a [reference document](https://cloud.google.com/architecture/best-practices-for-operating-containers) as an ideal reference for these practices.
|
||||
|
||||
Many of these practices must be implemented in Fleet directly, and engineering will work to ensure that feature implementation follows these practices. The infrastructure team will make itself available to provide guidance as needed. If a feature is not compatible with these practices, an issue will be created with a request to correct the implementation.
|
||||
|
||||
### 24/7 on-call
|
||||
The 24/7 on-call (aka infrastructure on-call) is responsible for alarms related to fleetdm.com and Fleet managed cloud, as well as delivering 24/7 support for Fleet Ultimate customers. The infrastructure (24/7) on-call responsibility happens in shifts of one week. The people involved in them will be:
|
||||
|
||||
First responders:
|
||||
|
||||
- Zachary Winnerman
|
||||
- Robert Fairburn
|
||||
|
||||
Escalations (in order):
|
||||
|
||||
- Luke Heath
|
||||
- Zach Wasserman (Fleet app)
|
||||
- Eric Shaw (fleetdm.com)
|
||||
- Mike McNeil
|
||||
|
||||
The first responder on-call will take ownership of the @infrastructure-oncall alias in Slack first thing Monday morning. The previous week's on-call will provide a summary in the #g-infra Slack channel with an update on alarms that came up the week before, open issues with or without direct end-user impact, and other issues to keep an eye out for.
|
||||
|
||||
Expected response times: during business hours, 1 hour. Outside of business hours <4 hours.
|
||||
|
||||
For fleetdm.com alarms, if the issue is not user-facing, the on-call engineer will proceed to address the issue. If the issue is user-facing (e.g. the user noticed this error first-hand through the Fleet UI), then the on-call engineer will proceed to identify the user and contact them letting them know that we are aware of the issue and working on a resolution. They may also request more information from the user if it is needed. They will cc the EM and PM of the #g-infra group on any user correspondence.
|
||||
|
||||
For Fleet managed cloud alarms that are user-facing, the first responder should collect the email address of the customer and all available information on the error. If the error occurs during business hours, the first responder should make their best effort to understand where in the app the error might have occurred. Assistance can be requested in `#help-engineering` by including the data they know regarding the issue, and when available, a frontend or backend engineer can help identify what might be causing the problem. If the error occurs outside of business hours, the on-call engineer will contact the user letting them know that we are aware of the issue and working on a resolution. It’s more helpful to say something like “we saw that you received an error while trying to create a query” than to say “your POST /api/blah failed”.
|
||||
|
||||
Escalation of issues will be done manually by the first responder according to the escalation contacts mentioned above. An outage issue (template available) should be created in the Fleet confidential repo addressing:
|
||||
|
||||
1. Who was affected and for how long?
|
||||
2. What expected behavior occurred?
|
||||
3. How do you know?
|
||||
4. What near-term resolution can be taken to recover the affected user?
|
||||
5. What is the underlying reason or suspected reason for the outage?
|
||||
6. What are the next steps Fleet will take to address the root cause?
|
||||
|
||||
All infrastructure alarms (fleetdm.com and Fleet managed cloud) will go to #help-p1.
|
||||
|
||||
The information needed to evaluate and potentially fix any issues is documented in the [runbook](https://github.com/fleetdm/fleet/blob/main/infrastructure/sandbox/readme.md).
|
||||
|
||||
When an infrastructure on-call engineer is out of the office, Zach Wasserman will serve as a backup to on-call in #help-p1. All absences must be communicated in advance to Luke Heath and Zach Wasserman.
|
||||
### Best practices for containers
|
||||
Follow the industry best practices when designing and deploying infrastructure. For containerized infrastructure, Google has created a [reference document](https://cloud.google.com/architecture/best-practices-for-operating-containers) as an ideal reference for these practices.
|
||||
|
||||
## Accounts
|
||||
Engineering is responsible for managing third-party accounts required to support engineering infrastructure.
|
||||
|
||||
@ -1,5 +1,4 @@
|
||||
# Customers
|
||||
|
||||
# Sales
|
||||
This handbook page details processes specific to working [with](#contact-us) and [within](#responsibilities) this department.
|
||||
|
||||
## What we do
|
||||
@ -10,13 +9,11 @@ The Sales department is directly responsible for attaining the revenue goals of
|
||||
| Role | Contributor(s) |
|
||||
|:--------------------------------------|:------------------------------------------------------------------------------------------------------------------------|
|
||||
| Chief Revenue Officer (CRO) | [Alex Mitchell](https://www.linkedin.com/in/alexandercmitchell/) _([@alexmitchelliii](https://github.com/alexmitchelliii))_
|
||||
| VP of Customer Success | [Zay Hanlon](https://www.linkedin.com/in/zayhanlon/) _([@zayhanlon](https://github.com/zayhanlon))_
|
||||
| Customer Success Manager (CSM) | [Jason Lewis](https://www.linkedin.com/in/jlewis0451/) _([@patagonia121](https://github.com/patagonia121))_
|
||||
| Customer Support Engineer (CSE) | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_, [Grant Bilstad](https://www.linkedin.com/in/grantbilstad/) _([@Pacamaster](https://github.com/Pacamaster))_, Ben Edwards _([@edwardsb](https://github.com/edwardsb))_
|
||||
| [Customer Success](https://www.fleetdm.com/handbook/customer-success#responsibilities) | [Customer Success team members](https://www.fleetdm.com/handbook/customer-success#team)
|
||||
| Director of Solutions Consulting | [Dave Herder](https://www.linkedin.com/in/daveherder/) _([@dherder](https://github.com/dherder))_
|
||||
| Solutions Consultant (SC) | [Will Mayhone](https://www.linkedin.com/in/william-mayhone-671977b6/) _([@willmayhone88](https://github.com/willmayhone88))_
|
||||
| Head of Public Sector | [Keith Barnes](https://www.linkedin.com/in/keith-barnes-8b666/) _([@KAB703](https://github.com/KAB703))_
|
||||
| Account Executive (AE) | [Carlos Sanz](https://www.linkedin.com/in/carlos-sanz-53b28b/) _([@CarlosFleetDM](https://github.com/CarlosFleetDM))_, [Tom Ostertag](https://www.linkedin.com/in/tom-ostertag-77212791/) _([@TomOstertag](https://github.com/TomOstertag))_, [Jin Yi](https://www.linkedin.com/in/jin-yi-743986196/) _([@jinny321](https://github.com/jinny321))_, [Patricia Ambrus](https://www.linkedin.com/in/pambrus/) _([@ambrusps](https://github.com/ambrusps))_,[Anthony Snyder](https://www.linkedin.com/in/anthonysnyder8/) _([@AnthonySnyder8](https://github.com/AnthonySnyder8))_
|
||||
| Account Executive (AE) | [Tom Ostertag](https://www.linkedin.com/in/tom-ostertag-77212791/) _([@TomOstertag](https://github.com/TomOstertag))_, [Patricia Ambrus](https://www.linkedin.com/in/pambrus/) _([@ambrusps](https://github.com/ambrusps))_,[Anthony Snyder](https://www.linkedin.com/in/anthonysnyder8/) _([@AnthonySnyder8](https://github.com/AnthonySnyder8))_, [Pual Tardif](https://www.linkedin.com/in/paul-t-750833/) _([@phtardif1](https://github.com/phtardif1))
|
||||
| Sales Development Rep (SDR) | [Ringo Ringhofer](https://www.linkedin.com/in/tom-ringhofer/) _([@ringoshere](https://github.com/ringoshere))_, [Brad Macdowall](https://www.linkedin.com/in/bradmacdowall/) _([@bradmacd](https://github.com/bradmacd))_
|
||||
|
||||
## Contact us
|
||||
@ -29,19 +26,6 @@ The Sales department is directly responsible for attaining the revenue goals of
|
||||
## Customer codenames
|
||||
Occasionally, we will need to track public issues for customers that wish to remain anonymous on our public issue tracker. To do this, we choose an appropriate minor planet name from this [Wikipedia page](https://en.wikipedia.org/wiki/List_of_named_minor_planets_(alphabetical)) and create a label which we attach to the issue and any future issues for this customer.
|
||||
|
||||
## Contract terms
|
||||
Fleet's subscription agreement is available at [fleetdm.com/terms](https://fleetdm.com/terms).
|
||||
- **Effective date:** The start date for the subscription service.
|
||||
- **Close date:** The date the last party to the contract signed the agreement.
|
||||
- **Invoice date:** The date that Fleet sent the invoice to the customer.
|
||||
|
||||
Fleeties can find a summary of contract terms in the relevant [customer's Salesforce opportunity.](https://fleetdm.lightning.force.com/lightning/o/Opportunity/list?filterName=Recent)
|
||||
|
||||
### Standard terms
|
||||
For all subscription agreements, NDAs, and similar contracts, Fleet maintains a [standard set of terms and maximum allowable adjustments for those terms](https://docs.google.com/spreadsheets/d/1gAenC948YWG2NwcaVHleUvX0LzS8suyMFpjaBqxHQNg/edit#gid=1136345578).
|
||||
|
||||
Exceptions to these maximum allowable adjustments always require CEO approval, whether in the form of redlines to Fleet's agreements or in terms on a prospective customer's own contract.
|
||||
|
||||
|
||||
## Contacting Fleet: customer support service level agreements (SLA's)
|
||||
|
||||
@ -90,8 +74,7 @@ There are three different situations when a customer support request could resul
|
||||
5. (Zendesk) If an existing Zendesk ticket was found by the search, add the Slack message to the existing ticket as a new comment.
|
||||
|
||||
|
||||
|
||||
#### Things to note:
|
||||
|
||||
- New customer channels that the automation will run in must be configured manually. Submit requests for additions during automation office hours.
|
||||
- New tickets created from thread replies will contain a link to the slack thread, but will only have the new message.
|
||||
- This zap does not support file uploads and attachments. Tickets created for messages with images attached will not have the attachments, and the automation will not run if someone uploads a file without a message.
|
||||
@ -126,10 +109,6 @@ The following table lists the Customer's group's rituals, frequency, and Directl
|
||||
|
||||
## Responsibilities
|
||||
|
||||
### Onboard a Solutions consultant
|
||||
What do you do every day? What does the path to success look like in this role and what can you do to contribute quickly at Fleet? To onboard a Solutions Consultant at Fleet it's important to understand the [continued training needed](https://docs.google.com/document/d/1sXrXxmu53EZCL9sgFC-iI3j4zScAsxBw38S-4soFssE/edit).
|
||||
|
||||
|
||||
### Send a quote
|
||||
During the buying cycle, the champion will need to start the process to secure funding in cooperation with the economic buyer and the finance org.
|
||||
|
||||
@ -203,14 +182,6 @@ Sometimes there is a change in the champion within the customer's organization.
|
||||
3. Offer training to get them up to speed.
|
||||
4. Provide a white glove experience.
|
||||
|
||||
### Get technical help with customer request
|
||||
The web chat will be monitored by an on-call rotation. If you are unable to answer a technical/product question, ask the Solution Consultant (SC) in [#g-sales](https://fleetdm.slack.com/archives/C030A767HQV). If the SC is unavailable, post in [#help-engineering](https://fleetdm.slack.com/archives/C019WG4GH0A) / [#help-product](https://fleetdm.slack.com/archives/C02A8BRABB5) accordingly.
|
||||
Transition to the next week on Friday night into Saturday (e.g. Carlos’s shift starts at 12am on 1/21 for the week of 1/23)
|
||||
Respond “in-thread” in Slack “_from-prospective-customers”. In-channel reminders for the next person starting their on-call shift are automated with notifications issued every Monday at the beginning of the day.
|
||||
- Fleet employees can find other expectations for action and response times in this [internal document](https://docs.google.com/presentation/d/104-TRXlY55g303q2xazY1bpcDx4dHqS5O5VdJ05OwzE/edit?usp=sharing
|
||||
|
||||
|
||||
|
||||
### Schedule a customer call
|
||||
To schedule an [ad hoc meeting](https://www.vocabulary.com/dictionary/ad%20hoc) with a Fleet customer, use the ["Customer meeting" Calendly link](https://calendly.com/fleetdm/customer).
|
||||
- **Documenting a customer call:** When we do prospect calls, add the customer's name in both the google doc title and the heading, ex. "Charlie (Fleet)." This makes it easier when searching for the document later.
|
||||
@ -228,105 +199,23 @@ To schedule an [ad hoc meeting](https://www.vocabulary.com/dictionary/ad%20hoc)
|
||||
- an alternative date and time. Suggest two to three options from which the customer can choose.
|
||||
- Confirm that contact information is accurate and that the customer can receive and access meeting invites.
|
||||
|
||||
### Create a customer agreement
|
||||
- **Contract terms:** Fleet's subscription agreement is available at [fleetdm.com/terms](https://fleetdm.com/terms).
|
||||
- **Effective date:** The start date for the subscription service.
|
||||
- **Close date:** The date the last party to the contract signed the agreement.
|
||||
- **Invoice date:** The date that Fleet sent the invoice to the customer.
|
||||
- Fleeties can find a summary of contract terms in the relevant [customer's Salesforce opportunity.](https://fleetdm.lightning.force.com/lightning/o/Opportunity/list?filterName=Recent)
|
||||
|
||||
- **Standard terms:** For all subscription agreements, NDAs, and similar contracts, Fleet maintains a [standard set of terms and maximum allowable adjustments for those terms](https://docs.google.com/spreadsheets/d/1gAenC948YWG2NwcaVHleUvX0LzS8suyMFpjaBqxHQNg/edit#gid=1136345578). Exceptions to these maximum allowable adjustments always require CEO approval, whether in the form of redlines to Fleet's agreements or in terms on a prospective customer's own contract.
|
||||
|
||||
> All non-standard (from another party) subscription agreements, NDAs, and similar contracts require legal review from from the Business Operations department before being signed. [Create an issue request legal review](https://github.com/fleetdm/confidential/blob/main/.github/ISSUE_TEMPLATE/contract-review.md).
|
||||
|
||||
### Close a new customer deal
|
||||
To close a deal with a new customer (non-self-service), create and complete a GitHub issue using the ["Sale" issue template](https://github.com/fleetdm/confidential/issues/new?assignees=hughestaylor&labels=%23g-business-operations&projects=&template=3-sale.md&title=New+customer%3A+_____________).
|
||||
|
||||
|
||||
### Submit a customer contract for legal review
|
||||
All non-standard (from another party) subscription agreements, NDAs, and similar contracts require legal review from from the Business Operations department before being signed. [Create an issue request legal review](https://github.com/fleetdm/confidential/blob/main/.github/ISSUE_TEMPLATE/contract-review.md).
|
||||
|
||||
|
||||
### Process customer support request
|
||||
This section outlines Fleet's customer and community support process.
|
||||
- The customer support engineering (CSE) team handles basic help desk resolution and service delivery issues (P3 and P4) with assistance from L2 on-call and the solutions architecture team as needed.
|
||||
- The CSE team handles in depth technical issues (P1 and P2) in conjunction with L2 on-call.
|
||||
- The CSE team handles expert technical product and services support in coordination with the L2 and L3 on-call technicians.
|
||||
|
||||
Whenever possible, the resulting solution should be documented as an update to an existing FAQ guide or new documentation article.
|
||||
|
||||
The support process is accomplished via on-call rotation and the weekly on-call retro meeting.
|
||||
|
||||
The on-call engineer holds responsibility for responses to technical Slack comments, Slack threads, and GitHub issues raised by customers and the community, which the Customer Success team cannot handle.
|
||||
|
||||
Support issues should be handled in the relevant Slack channel rather than Direct Messages (DMs). This will ensure that questions and solutions can be easily referenced in the future. If it is necessary to use DMs to share sensitive information, a summary of the conversation should be posted in the Slack channel as well.
|
||||
|
||||
The weekly on-call retro at Fleet provides time to discuss highlights and answer the following questions about the previous week's on-call:
|
||||
|
||||
1. What went well?
|
||||
|
||||
2. What could have gone better?
|
||||
|
||||
3. What should we remember next time?
|
||||
|
||||
This way, the Fleet team can constantly improve the effectiveness and experience during future on-call rotations.
|
||||
|
||||
### Document customer requests
|
||||
1. Required details that will help speed up time to resolution:
|
||||
- Fleet server version
|
||||
- Agent version
|
||||
- Osquery or fleetd?
|
||||
- Operating system
|
||||
- Web browser
|
||||
- Expected behavior
|
||||
- Actual behavior
|
||||
2. Details that are nice to have but not required. These may be requested by Fleet support as needed:
|
||||
- Amount of total hosts
|
||||
- Amount of online hosts
|
||||
- Amount of scheduled queries
|
||||
- Amount and size (CPU/Mem) of the Fleet instances
|
||||
- Fleet instances CPU and Memory usage while the issue has been happening
|
||||
- MySQL flavor/version in use
|
||||
- MySQL server capacity (CPU/Mem)
|
||||
- MySQL CPU and Memory usage while the issue has been happening
|
||||
- Are MySQL read replicas configured? If so, how many?
|
||||
- Redis version and server capacity (CPU/Mem)
|
||||
- Is Redis running in cluster mode?
|
||||
- Redis CPU and Memory usage while the issue has been happening
|
||||
- The output of fleetctl debug archive
|
||||
|
||||
#### Create customer support Issue
|
||||
Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue).
|
||||
|
||||
When creating a new issue, make sure the following:
|
||||
- Make sure the issue has a "customer request" label.
|
||||
- "+" prefixed labels (e.g., "+more info please") indicate we are waiting on an answer from an external community member who does not work at Fleet or that no further action is needed from the Fleet team until an external community member, who doesn't work at Fleet, replies with a comment. At this point, our bot will automatically remove the +-prefixed label.
|
||||
- Is the issue straightforward and easy to understand, with appropriate context (default to public: declassify into public issues in fleetdm/fleet whenever possible)?
|
||||
- Is there a key date or timeframe that the customer hopes to meet? If so, please post about that in #g-product with a link to the issue, so the team can discuss it before committing to a time frame.
|
||||
- Have we provided a link to that issue for the customer to remind everyone of the plan and for the sake of visibility, so other folks who weren't directly involved are up to speed (e.g., "Hi everyone, here's a link to the issue we discussed on today's call: […link…](https://omfgdogs.com)")?
|
||||
|
||||
##### Assistance from engineering
|
||||
Customer team members can reach the engineering oncall for assistance by writing a message with `@oncall` in the [#help-engineering](https://fleetdm.slack.com/archives/C019WG4GH0A) channel of the Fleet Slack. Additional help can be obtained by messaging your friendly Solutions Consultant in the [#help-solutions-consulting channel](https://fleetdm.slack.com/archives/C05HZ2LHEL8).
|
||||
|
||||
### Respond to customer support request
|
||||
When a customer encounters an unexpected error on fleetdm.com, it is important that we contact them quickly to resolve the issue.
|
||||
|
||||
If you need to reach out to a customer to resolve an error, you can use one of the templates below. The full list of response email templates is available in this [Google doc](https://docs.google.com/document/d/1-DvPSBnFbsa2hlr02rAGy2GBTwE0Gx03jV94AStTYf4/edit).
|
||||
|
||||
#### Error while purchasing a Fleet Premium license
|
||||
```
|
||||
"Hi [company name] team, I just noticed you ran into an error signing up for a license key on fleetdm.com.
|
||||
|
||||
I’m so sorry about that! Were fixing the issue now and I’ve refunded your payment and bumped your license to add an additional three hosts for the year as well.
|
||||
|
||||
I’ll let you know when your account is sorted and follow up with instructions to access your Fleet Premium licenses.
|
||||
|
||||
Thanks for bearing with us, please don’t hesitate to reach out if you have any questions about this, Fleet, osquery, or anything else!"
|
||||
```
|
||||
|
||||
### Change customer credit card number
|
||||
You can help a Premium license dispenser customers change their credit card by directing them to their [account dashboard](https://fleetdm.com/customers/dashboard). On that page, the customer can update their billing card by clicking the pencil icon next to their billing information.
|
||||
|
||||
|
||||
### Generate a trial license key
|
||||
1. Fleet's self-service license key creator is the best way to generate a proof of concept (POC) or renewal/expansion Fleet Premium license key.
|
||||
- [Here is a tutorial on using the self-service method](https://www.loom.com/share/b519e6a42a7d479fa628e394ee1d1517) (internal video)
|
||||
- Pre-sales license key DRI is the Director of Solutions Consulting
|
||||
- Post-sales license key DRI is the VP of Customer Success
|
||||
|
||||
2. Legacy method: [create an opportunity issue](https://github.com/fleetdm/confidential/issues/new/choose) for the customer and follow the instructions in the issue for generating a trial license key.
|
||||
|
||||
|
||||
## Rituals
|
||||
|
||||
<rituals :rituals="rituals['handbook/customers/sales.rituals.yml']"></rituals>
|
||||
@ -335,11 +224,26 @@ You can help a Premium license dispenser customers change their credit card by d
|
||||
#### Stubs
|
||||
The following stubs are included only to make links backward compatible.
|
||||
|
||||
##### Fleet Premium
|
||||
##### Fleet Free
|
||||
##### Emergency (P0) request communications
|
||||
Please see [handbook/company/communications#customer-support-service-level-agreements-slas](https://fleetdm.com/handbook/company/communications#customer-support-service-level-agreements-slas) for all sections above.
|
||||
|
||||
##### Submit a customer contract for legal review
|
||||
##### Standard terms
|
||||
##### Non-standard NDAs
|
||||
##### Reviewing subscription agreement
|
||||
##### Submit a customer contract
|
||||
Please see 📖[handbook/sales/submit-a-customer-contract-for-legal-review](https://fleetdm.com/handbook/sales/submit-a-customer-contract-for-legal-review) for all sections above.
|
||||
Please see [handbook/sales#create-a-customer-agreement](https://fleetdm.com/handbook/sales#create-a-customer-agreement) for all sections above.
|
||||
|
||||
##### Document customer requests
|
||||
Please see [handbook/customer-success#document-customer-requests](https://fleetdm.com/handbook/customer-success#document-customer-requests)
|
||||
|
||||
##### Generate a trial license key
|
||||
Please see [handbook/customer-success#generate-a-trial-license-key](https://fleetdm.com/handbook/customer-success#generate-a-trial-license-key)
|
||||
|
||||
#### Create customer support Issue
|
||||
Please see [handbook/customer-success#create-customer-support-issue](https://fleetdm.com/handbook/customer-success#create-customer-support-issue)
|
||||
|
||||
<meta name="maintainedBy" value="alexmitchelliii">
|
||||
<meta name="title" value="🐋 Customers">
|
||||
|
||||
Loading…
Reference in New Issue
Block a user