Sampfluger88
@@ -89,26 +89,14 @@ Customer Support and 24/7 on-call Engineers are responsible for the first respon
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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 responder SLA
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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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- **First responders:** Robert Fairburn, Kathy Satterlee
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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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- **Escalations (in order):** » Eric Shaw (fleetdm.com) » Zay Hanlon » Luke Heath » Mike McNeil
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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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All infrastructure alarms (fleetdm.com and Managed Cloud) will go to #help-p1. 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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@@ -117,9 +105,6 @@ When the current 24/7 on-call engineer is unable to meet the response time SLAs,
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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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@@ -27,57 +27,6 @@ The Sales department is directly responsible for attaining the revenue goals of
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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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## Contacting Fleet: customer support service level agreements (SLA's)
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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 an issue 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, 7AM-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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#### Flow of communication in the event of an emergency (P0) request
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## Customer support workflow for Slack + Zendesk
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This section outlines both the automated workflows and manual triggers associated with Fleet's Slack integration to Zendesk. The purpose of this integration is to:
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- Provide Fleet with better service level agreement (SLA) tracking on requests (especially those submitted outside of business hours)
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- Better track threads for issues that require advanced troubleshooting
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- Consolidate support requests into a single-source, searchable system for faster issue resolution in the future
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There are three different situations when a customer support request could result in a ticket being created in Zendesk. They are as follows:
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1. When a request has been submitted outside of business hours via Slack automation
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2. When a Fleet staff member has flagged an issue that requires advanced troubleshooting and determines that they want to move it into Zendesk for management
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3. When any Fleet user submits a support request via email
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### Workflow when a request is submitted outside of business hours:
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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. (Zendesk) Search for an existing Zendesk ticket by the Slack thread ID or create one if it does not exist.
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4. (Slack) If a new Zendesk ticket was created, reply to the Slack message in a thread.
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- Hi @username, it's currently outside Fleet's support hours. (6am - 4pm PT). We've created a support ticket based on your message, and a Fleet team member will respond as soon as possible. If you have more questions or comments, feel free to reply in this thread, and we'll add them to the ticket.
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5. (Zendesk) If an existing Zendesk ticket was found by the search, add the Slack message to the existing ticket as a new comment.
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- New customer channels that the automation will run in must be configured manually. Submit requests for additions during automation office hours.
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- New tickets created from thread replies will contain a link to the slack thread, but will only have the new message.
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- 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.
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<!---
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@@ -236,6 +185,9 @@ Please see [handbook/company/communications#customer-support-service-level-agree
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##### Submit a customer contract
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Please see [handbook/sales#create-a-customer-agreement](https://fleetdm.com/handbook/sales#create-a-customer-agreement) for all sections above.
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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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##### Document customer requests
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Please see [handbook/customer-success#document-customer-requests](https://fleetdm.com/handbook/customer-success#document-customer-requests)
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@@ -246,4 +198,4 @@ Please see [handbook/customer-success#generate-a-trial-license-key](https://flee
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Please see [handbook/customer-success#create-customer-support-issue](https://fleetdm.com/handbook/customer-success#create-customer-support-issue)
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<meta name="maintainedBy" value="alexmitchelliii">
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<meta name="title" value="🐋 Customers">
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<meta name="title" value="🐋 Sales">
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Reference in New Issue
Block a user