fleet/handbook/customers.md

Customer engineering

Customer success

Scheduling meetings with customers

To schedule an ad hoc meeting with a Fleet customer, use the "Customer meeting" Calendly link.

Next steps after a customer conversation

After a customer conversation, it can sometimes feel like there are 1001 things to do, but it can be hard to know where to start. Here are some tips:

Support process

This section outlines the customer and community support process at Fleet.

L1: Basic help desk resolution and service delivery -> CS team handles these with occasional support from L2 L2: In-depth technical suppport -> CS Team with L2 Oncall Technician L3: Expert product and service support -> CS team liases with L2 and L3 Oncall Technician.

In each case, if possible, the resulting solution should be made more clear in the documentation and/or the FAQs.

The support process is accomplished via on-call rotation and the weekly on-call retro meeting.

The on-call engineer is responsible for responding to technical Slack comments, Slack threads, and GitHub issues raised by customers and the community which cannot handled by the Customer Success team.

Slack messages have a 24 hour SLA and the Slack channel should have a notice at the top explaining so.

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.

For customer requests

Locate the appropriate 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, ensure 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 otherwise 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 which point our bot will automatically remove the +-prefixed label.)
• Is the issue clear 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 is hoping to meet? If so, please post about that in #g-product with a link to the issue, so the team can discuss 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…")

Runbook

Responding to a request to change a credit card number

TODO

Responding to a 500 error on fleetdm.com

Production systems can fail for various reasons, and it can be frustrating to users when they do, and customer experience is significant to Fleet. In the event of system failure, Fleet will:

• Investigate the problem to determine the root cause
• Identify affected users
• Escalate if necessary
• Understand and remediate the problem
• Notify impacted users of any steps they need to take (if any). If a customer paid with a credit card and had a bad experience, default to refunding their money.
• Conduct an incident post-mortem to determine any additional steps we need (including monitoring) to take to prevent this class of problems from happening in the future

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.

At Fleet, we do postmortem meetings for every production incident, whether it's a customer's environment or on fleetdm.com.

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 and create a label which we attach to the issue and any future issues for this customer.

Generating a trial license key

Fleet's self-service license dispenser is the best way to generate trial license keys for small deployments of Fleet Premium.

To generate a trial license key for a larger deployment, create an opportunity issue for the customer and follow the instructions in the issue for generating a trial license key.

Slack channels

These are the Slack channels the customer engineering team maintains. If the channel has a directly responsible individual (DRI), they will be specified. These people are responsible for keeping up with all new messages, even if they aren't mentioned.

• #g-cutomer-engineering - DRI: Tony Gauda
• #_from-prospective-customers - DRI: Andrew Bare
• #help-sell - DRI: Andrew Bare

Who should have these channels unmuted? Members of this group, everyone else is encouraged to mute them.