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@eashaw I think it's fine to merge in terms of the .sailsrc "change" but
let me know if not.
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Sam Pfluger
2025-03-28 11:06:05 -05:00
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handbook/company/communications.md
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@@ -13,38 +13,32 @@ All team members should attend the "All hands" every month. "All hands" meeting
You can read about the company's positioning and product strategy in ["🎐 Why Fleet?" (private google doc)](https://docs.google.com/document/d/1E0VU4AcB6UTVRd4JKD45Saxh9Gz-mkO3LnGSTBDLEZo/edit#).
### Competition
We track competitors' capabilities and adjacent (or commonly integrated) products in Google doc [Competition](https://docs.google.com/document/d/1Bqdui6oQthdv5XtD5l7EZVB-duNRcqVRg7NVA4lCXeI/edit) (private Google doc).
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/680adba6-f5b7-4726-b2ea-73d0549a45eb">
You can read about Fleet's Go-To-Market (GTM) strategy on our [Go-To-Market groups page](https://fleetdm.com/handbook/company/go-to-market-groups).
## Customer support service level agreements (SLAs)
## Trust
**Fleet Free:**
Fleet is successful because of our customers and community, and those relationships are built on trust.
| Impact level | Definition | Preferred contact | Response time |
|:---|:---|:---|:---|
| All inquiries | Any request regardless of impact level or severity | Osquery #fleet Slack channel | No guaranteed resolution |
> **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.
### Security
**Fleet Premium:**
Security policies are best when they're alive, in context of how an organization operates. Fleeties carry Yubikeys, and change control of policies and access control is driven primarily through GitOps and SSO.
| Impact level | Definition | Preferred contact | Response time |
|:-----|:----|:----|:-----|
| 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** |
| 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** |
| 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 |
| Low (P3) | Questions or clarifications around features, documentation, deployments, or 'how to's'. | Standard email/chat support | 1-2 business days |
Here are a few different entry points for a tour of Fleet's security policies and best practices:
1. [Security policies](https://fleetdm.com/handbook/security/security-policies#security-policies)
2. [Human resources security policy](https://fleetdm.com/handbook/security/security-policies#human-resources-security-policy)
3. [Account recovery process](https://fleetdm.com/handbook/security#account-recovery-process)
4. [Personal mobile devices](https://fleetdm.com/handbook/security#personal-mobile-devices)
5. [Hardware security keys](https://fleetdm.com/handbook/security#hardware-security-keys)
6. More details about internal security processes at Fleet are located on [the Security page](https://fleetdm.com/handbook/digital-experience/security).
> **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. Refer to your welcome email for contact and support info.
**Emergency (P0) request communications:**
## SOC 2
![Screen Shot 2022-12-05 at 10 22 43 AM](https://user-images.githubusercontent.com/114112018/205676145-38491aa2-288d-4a6c-a611-a96b5a87a0f0.png)
You can find a copy of Fleet's SOC 2 report in [Google Drive](https://drive.google.com/file/d/1mUwmCUdggONULr6OjDO--QtKfDWLcrI4/view?usp=sharing). In its current form, this SOC 2 report is intended to be shared only with parties who have signed a non-disclosure agreement with Fleet.
You can learn more about how Fleet approaches security in the [security handbook](https://fleetdm.com/handbook/security) or in [Fleet's trust report](https://fleetdm.com/trust).
## Directly responsible individuals (DRIs)
@@ -86,7 +80,210 @@ We track competitors' capabilities and adjacent (or commonly integrated) product
| Product development | <sup><sub>_See [🛩️ Product groups](https://fleetdm.com/handbook/company/product-groups#current-product-groups)_ </sup></sub>
## Docs
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/f67a88e3-ab0a-4eda-a44d-b0e68de523a9">
## Meetings
**Plan to join meetings on time.** At Fleet, we start on time and do not wait for folks to join. As most of our meetings are conducted over zoom, please join with a working microphone and with your camera on whenever possible. Being even a few minutes late can make a big difference and slow your meeting counterparts down. When in doubt, show up a couple of minutes early.
**Turn on your camera.** This allows for more complete and intuitive verbal and non-verbal communication. Feel free to leave your camera on or turn it off when joining meetings with new participants you might not be familiar with yet. Turn your camera on when you lead or cohost a meeting, or when you present your work during a demo session.
**If you would prefer not to be on YouTube** when presenting on a meeting, you can prep your demo ahead of the meeting and communicate to your manager who will present for you. It's always ok to do this.
**Be warm.** It's okay to spend the first minute or two of a meeting being present and making small talk. Since we are all remote, it's easy to miss out on hallway chatter and human connections that happen in [meatspace](https://www.dictionary.com/browse/meatspace). Use this time together during the first minute to say "Hi!" Then you can jump into the topics to be discussed.
**When sharing your screen** during a public meeting, refrain from displaying sensitive information such as customer names, private messages, or other confidential information.
> **[OpenBlur]([OpenBlur](https://chromewebstore.google.com/detail/openblur/dlnglldcaegkgmhmmhhdknblccppichf?pli=1))** is a web extension that automatically blurs elements containing specific keywords on any webpage. This allows you to hide secrets from online meetings or anyone viewing your screen. Created by Victor Lyuboslavsky ([@getvictor](https://github.com/getvictor).
**Take notes.** Every meeting should have a [DRI](https://fleetdm.com/handbook/company/why-this-way#why-direct-responsibility) to ensure:
- The agenda creation and/or prep beforehand.
- There is a designated notetaker during the meeting.
- All action items are tracked and assigned to the correct individuals.
> ***Zoom***
> We use [Zoom](https://zoom.us) for virtual meetings at Fleet, and it is important that every team member feels comfortable hosting, joining, and scheduling Zoom meetings. By default, some settings have been intentionally locked and can't be changed, but others can be adjusted on your [profile settings](https://zoom.us/profile/setting) page.
>
> Need help with Zoom? Reach out to 🌐 [Digital Experience](https://fleetdm.com/handbook/digital-experience#contact-us).
### Recording meetings
Capturing video from meetings with customers, prospects, and community members outside the company is an important part of building world-class sales and customer success teams and is a widespread practice across the industry. At Fleet, we use Gong to capture Zoom meetings and share them company-wide. If a team member with a Gong license attends certain meetings, generally those with at least one person from outside of Fleet in attendance.
- While some fleeties may have a Gong seat that is necessary in their work, the typical use case at Fleet is for employees on the company's sales, customer success, or customer support teams.
- You should be notified anytime you join a recorded call with an audio message announcing "this meeting is being recorded" or "recording in progress." To stop a recording, the host of the call can press "Stop."
- If the call has external participants and is recorded, this call is stored in Gong for future use.
To access a recording saved in Gong, visit [app.gong.io](https://app.gong.io) and sign in with SSO.
- Everyone at Fleet has access, whether they have a Gong seat or not, and you can explore and search through any uploaded call transcripts unless someone marks them as private (though the best practice would be not to record any calls you don't want to be captured).
If you ever make a mistake and need to delete something, you can delete the video in Gong or reach out to Nathan Holliday or Mike McNeil for help. They will delete it immediately without watching the video.
- Note that any recording stopped within 60 seconds of the start of the recording is not saved in Gong, and there will be no saved record of it.
Most folks at Fleet should see no difference in their meetings if they aren't interfacing with external parties.
Our goal in using Gong and recording calls is to capture insights from sales, customer, and community meetings and improve how we position and sell our product. We never intend to make anyone uncomfortable, and we hope you reach out to our DRI for Gong, Nathan Holliday, or Mike McNeil if you have questions or concerns.
Here are some tips for troubleshooting Gong:
- In order to use Gong, the Zoom call must be hosted by someone with a Fleet email address.
- You cannot use Gong to record calls hosted by external parties.
- Cloud recording in Zoom has to be turned on and unlocked company wide for Gong to function properly, because of this, there is a chance that some Gong recordings may still save in Zoom's cloud storage even if they aren't uploaded into Gong.
- To counter this, Nathan Holliday will periodically delete all recordings found in Zoom's storage without viewing them.
- If you need help using Gong, please check out [Gong Academy](https://academy.gong.io/).
> ***Excluding calls from being recorded***
>
> For those with a Gong seat or scheduling a call with someone in attendance that has a Gong seat who does not wish for their Zoom call with an external party to record, make sure your calendar event title contains `[no shadows]`. You can also read the [complete list of exclusion rules](https://docs.google.com/document/d/1OOxLajvqf-on5I8viN7k6aCzqEWS2B24_mE47OefutE/edit?usp=sharing).
#### Sharing a local Zoom recording
In some instances, you may need to record a call locally (i.e. save the recording on your computer and not in the cloud ☁️). You can use the following steps to upload the call recording:
1. Log into [Zoom](https://zoom.us/recording) using SSO (Single-Sign-On) and go to "Recordings".
2. After the recording is finished processing (which sometimes can take a couple of hours), you will see the hotdog (or "overflow menu") menu appear. Select the call you want to share and use the hotdog menu to download all files.
3. Rename the mp4 file to match the meeting name and prefix it with the date of the recording (e.g. "YYYY-MM-DD *Name of the calendar event*").
4. Upload the mp4 recording to the [whiteboards folder](https://drive.google.com/drive/u/0/folders/1prO98fmB2WKzpubZ2-z0sju9dQ4ijpNE) in Google Drive.
> **Confidentiality reminder.** Fleet meetings titled with "▶️" are considered public by default unless [otherwise specified](https://fleetdm.com/handbook/company/communications#levels-of-confidentiality). All public meeting transcripts and video are screened for confidential information before being published. If confidential information (e.g. customer names, IP addresses, GitHub secrets, etc.) is revealed via screen share or audio during the recording of a public meeting, any team member on the call that notices sensitive information should verbally say, "Pineapple, pineapple, pineapple."
>
> 🍍🍍🍍 Why three times? This helps ensure that at least one of the "Pineapple" call-outs will be transcribed correctly. 🍍🍍🍍
Videos are transcribed, and this makes it easier to find required redactions during the editing process before [upload](https://fleetdm.com/handbook/demand#upload-to-youtube).
## Meeting agendas
["**No agenda, no attenda**."](https://about.gitlab.com/company/culture/all-remote/live-doc-meetings/#gitlab-meeting-best-practices) Every work-related meeting should have an editable agenda (e.g. edit access shared with all attendees) attached to the calendar invite.
- To create a meeting agenda please make a copy of [Fleet's meeting template](https://docs.google.com/document/d/1TaZ654gTwadWGDYhP3zuAzWe0eiY0s9NhaU9KLCokgw/copy).
>Please do not use Google Calendar's automatic agenda/notes creation function, as it does not adhere to Fleet's preferred agenda format. If the automatic agenda doc has been created in error, edit the calendar invite to delete it from the meeting to avoid confusion.
## Scheduling a meeting
To schedule a meeting within Fleet:
- To add a Zoom meeting to a calendar event, click the "Add video conferencing" dropdown and select "Zoom Meeting." Google Calendar will automatically add the Zoom meeting details and instructions to join the event.
- Enter the `@fleetdm.com` emails for each participant into the "Add guests" box in Google Calendar, and the calendar availability for each participant will appear in your view.
- Select a meeting time, the participants will automatically be invited and a video conference will be attached to the invite (this can save a lot of communication overhead when scheduling with multiple participants).
**Internal meeting scheduling**: Fleet uses the Zoom add-on for Google Calendar to schedule meetings (exceptions are customers that are non-negotiably required to use a different tool) when we [create calendar events](https://support.google.com/calendar/answer/72143?hl=en&ref_topic=10510646&sjid=7187599067132459840-NA#zippy=%2Cclick-an-empty-time-in-your-calendar).
Our Zoom meetings are configured to let participants join before the host arrives, to make sure meetings start on time even if the host isn't there.
**External meetings**: When scheduling external meetings, provide external participants with a
[Calendly](https://calendly.com) link to schedule with the relevant internal participants.
> Need a Calendly account? Reach out to 🌐 [Digital Experience](https://fleetdm.com/handbook/digital-experience#contact-us).
It is important to [set your working hours](https://support.google.com/calendar/answer/7638168?hl=en&co=GENIE.Platform%3DDesktop) in Google Calendar and block out any personal time/events/PTO, so that team members do not inadvertently schedule a time when you are not available.
- Many team members use the free tier of [reclaim.ai](https://reclaim.ai/) to synchronize personal event times (without event details) into their work calendars.
It is also common practice to block out time for focused work. In an all-remote company, "face time" matters. Remember: even if someone's calendar is open, they have other work to do. Help each other by batching up internal meetings which enables longer, uninterrupted stretches of deep work.
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/0f453745-9ddc-4ae7-853a-2a73e3d2aa1a">
### Modifying an event organized by someone else
To edit an event where someone else at Fleet is the organizer, you can first subscribe to their calendar in Google Calendar and then edit the event on their calendar. Your edits will automatically apply to all attendees.
This works because every Fleetie grants edit access to everyone else at Fleet as part of onboarding.
### Shared calendars
Team calendars are the primary source for sprint rituals; they facilitate the execution of each sprint.
Looking to add, change, or remove a shared calendar? [Create an issue for the CEO](https://fleetdm.com/handbook/digital-experience#contact-us) and the appropriate DRI will reply with feedback.
### Skip-level 1:1 meetings
Fleet uses skip-level 1:1 meetings as a recurring pulse check to encourage [valuable personal and departmental feedback](https://fleetdm.com/handbook/company/communications#performance-feedback) across the org. This helps the leadership at Fleet run an effective company with a great team, good alignment, and quick decisions. To schedule a skip-Level 1:1:
1. Create a copy of the ["Skip-level 1:1 agenda template"](https://docs.google.com/document/d/191wiy-_a9XBMndLlM97iOwUF6a-0PtkbboQ2FCUIy6w/copy) and rename the document "🧑‍🚀 YOUR_GITHUB_USER_NAME : SUPERVISOR_GITHUB_USER_NAME".
2. [Schedule a meeting](https://fleetdm.com/handbook/company/communications#internal-meeting-scheduling) with your manager's supervisor and title the calendar event by copying your skip-level agenda title and appending "[no shadows]" to the end (this tells other team members that this is a private conversation).
3. Link the skip-level agenda in the calendar event description before saving.
### Schedule time with the CEO
All invitations to meetings are welcomed, and quickly considering them is a top priority for the CEO.
> Please do not add events to the CEO's calendar. **Events added directly to the CEO's calendar will be declined and removed.** Even if the CEO asks you to set up a meeting or add him to a call, please get scheduling help from the [Apprentice](https://www.fleetdm.com/handbook/digital-experience#team)).
To request time with the CEO, [submit an issue](https://github.com/fleetdm/confidential/issues/new?assignees=sampfluger88&labels=%23g-digital-experience&projects=&template=custom-request.md&title=%7BMeeting%20request%3A%20) at-mentioning the [Head of Digital Experience](https://www.fleetdm.com/handbook/digital-experience#team). Internal meetings can sometimes be moved to make room. External meetings, blocked time, travel, and personal commitments can rarely be moved.
- **Why the extra step?** There are not enough hours in the day for the CEO to accept every request to meet, so [we have to prioritize](https://www.fleetdm.com/handbook/digital-experience#process-the-ceos-calendar).
- **Self-service scheduling:** Unlike other team members, who you can schedule with by simply dropping an event on their calendar unless requested directly from Mike, please do not directly schedule a meeting onto the CEO's calendar without using this process to confirm with the Apprentice first.
- **Rescheduling:** All items on Mike's calendar are subject to change by the CEO to better serve the company. Send last-minute changes or cancellations to Mike [via direct message (DM)](https://www.fleetdm.com/handbook/company/why-this-way#why-not-mention-the-ceo-in-slack-threads).
## Email relays
There are [several special email addresses](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#) that automatically relay messages to the appropriate people in Fleet. Each email address meets a minimum response time ("Min RT"), expressed in business hours/days, and has a dedicated, directly responsible individual (DRI) who is responsible for reading and replying to emails sent to that address.
## Levels of confidentiality
Fleet uses these levels to standardize a commitment to minimal esotericism across the company.
- **Public:** _Share with anyone, anywhere in the world_
- **Confidential:** _Share only with team members who've signed an NDA, consulting agreement, or employment agreement_
- **Classified:** _Share only with the CEO, Head of Digital Experience, and/or the people involved. e.g., US social security numbers during hiring_
### Document titles
Fleet uses these levels to standardize a commitment to minimal esotericism across the company.
- **"Public":** _(Available to public)_
- _(Confidential - for Fleet eyes only)_
- **"¶":** _(E-group - Direct reports the the CEO)_
- **"¶¶":** _(Classified - CEO, Head of Digital Experience, and Apprentice)_
## Company database
Fleet uses Google Drive to keep files correctly bucketed and accessible for team members. When adding a file, you can:
- Check for existing files to avoid duplication.
- Avoid breaking Google Drive links. In some cases, you can update files by using the "Manage versions" option (in the right-click menu) so that links continue to work.
## Communicating with team members
At Fleet, we do not send internal emails to each other. Instead, we prefer to use [Slack](https://www.linkedin.com/pulse/remote-work-how-set-boundaries-when-office-your-house-lora-vaughn/) to communicate with other folks who work at Fleet.
- We use [channels over DMs](https://fleetdm.com/handbook/company/why-this-way#why-group-slack-channels).
- We use threads in Slack as much as possible. Threads help limit noise for other people following the channel and reduce notification overload.
- 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.
- 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.)
## Key Slack channels
We use these prefixes to organize the Fleet Slack:
- ***g-***: for team/group channels *(Note: "g-" is short for "grupo" or "group")*.
- ***oooh-***: used to discuss and share interesting information about a topic.
- ***help-***: for asking for help on specific topics.
- ***at*** or ***fleet-at***: for customer channels.
- ***2023-***: for temporary channels _(Note: specify the relevant year in four digits, like "YYYY-`)_
We have specific channels for various topics, but we also have more general channels for the teams at Fleet. The following Slack channels are useful for every fleetie:
| Slack channel | Purpose |
|:----------------------------|:--------------------------------------------------------------------|
| `#general` | Read company-wide announcements.
| `#thanks` | Say thank you.
| `#random` | Be random.
## Fleetdm.com
Any change to fleetdm.com follows the same process as [making changes](https://fleetdm.com/handbook/company/product-groups#making-changes) to the core product. To propose a change to Fleet's website [create a website request](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=%23g-digital-experience&projects=&template=website-request.md&title=Website%20request%3A+__________________________) on the #g-digital-experience kanban board.
Before committing anything to code, we create wireframes (referred to as ["drafting"](https://fleetdm.com/handbook/company/product-groups#making-changes)) to illustrate all changes that affect the layout and structure of the user interface, design, or APIs of fleetdm.com. See [Why do we use a wireframe first approach](https://fleetdm.com/handbook/company/why-this-way#why-do-we-use-a-wireframe-first-approach) for more information.
The [Digital Experience team](https://fleetdm.com/handbook/digital-experience#team) holds regular design review sessions to evaluate, revise, and approve wireframes before moving into production. Design review sessions are hosted by the [Head of Design](https://calendar.google.com/calendar/u/0?cid=bXRob21hc0BmbGVldGRtLmNvbQ) and typically take place daily, late afternoon (CT). Anyone is welcome to join.
### Docs
This section details processes related to maintaining and updating the [Fleet documentation](https://fleetdm.com/docs).
@@ -113,306 +310,56 @@ The docs are separated into four categories:
- [Built-in queries](https://fleetdm.com/queries)
## Fleetdm.com
## Design at Fleet
Any change to fleetdm.com follows the same process as [making changes](https://fleetdm.com/handbook/company/product-groups#making-changes) to the core product. To propose a change to Fleet's website [create a website request](https://github.com/fleetdm/fleet/issues/new?assignees=&labels=%23g-digital-experience&projects=&template=website-request.md&title=Website%20request%3A+__________________________) on the #g-digital-experience kanban board.
We use Figma for virtually all our design work. This includes the Fleet product, our website, and our marketing collateral.
Before committing anything to code, we create wireframes (referred to as ["drafting"](https://fleetdm.com/handbook/company/product-groups#making-changes)) to illustrate all changes that affect the layout and structure of the user interface, design, or APIs of fleetdm.com. See [Why do we use a wireframe first approach](https://fleetdm.com/handbook/company/why-this-way#why-do-we-use-a-wireframe-first-approach) for more information.
- **Fleet product:** All product design work is done in the [Fleet product](https://www.figma.com/files/project/17318630/%F0%9F%94%9C%F0%9F%93%A6-Fleet-EE%C2%AE-(product)?fuid=1234929285759903870) Figma project.
See [📖Product#Working with Figma](https://fleetdm.com/handbook/product#working-with-figma) for more details.
- **Fleet website:** All website design work is done in the [fleetdm.com (current, dev-ready)](https://www.figma.com/file/yLP0vJ8Ms4GbCoofLwptwS/%E2%9C%85-fleetdm.com-(current%2C-dev-ready)?node-id=794%3A373) Figma file.
- **Design system:** Shared logos, typography styles, and UI components can be found in [Design system](https://www.figma.com/files/project/15701210).
- **NOTE:** The Figma docs in Design System contain the master components that are referenced throughout all other Figma files. Use caution when modifying these components, as changes will be reflected in the master Fleet EE (scratchpad) and fleetdm.com (current, dev-ready) Figma docs.
The [Digital Experience team](https://fleetdm.com/handbook/digital-experience#team) holds regular design review sessions to evaluate, revise, and approve wireframes before moving into production. Design review sessions are hosted by the [Head of Design](https://calendar.google.com/calendar/u/0?cid=bXRob21hc0BmbGVldGRtLmNvbQ) and typically take place daily, late afternoon (CT). Anyone is welcome to join.
**Marketing assets:** Product screenshots and artwork for social media, articles, and other marketing assets can be found in [Collateral](https://www.figma.com/files/project/20798819).
## Go-To-Market outreach
### Images
Go-To-Market (GTM) strategy at Fleet is [always evolving](https://handbook.gitlab.com/handbook/values/#everything-is-in-draft), but the [philosophy behind the strategy](https://fleetdm.com/handbook/company/why-this-way#why-dont-we-sell-like-everyone-else) remains consistent.
Try to keep images in the docs at a minimum. Images can be a quick way to help users understand a concept or direct them towards a specific user interface(UI) element. Still, too many can make the documentation feel cluttered and more difficult to maintain.
When you reach out to a prospect or customer, make sure you're the right person:
- **🐋 "Sales-ready" prospect**: The rep (AE) determines the best way to contact the prospective customer, which is often the Solutions Consultant reaching help.
- **🌦️ Customers**: The Customer Success Manager (CSM) reaches out.
- **🫧 Any other prospects**: The Solutions Consultant (SC) reaches out.
When adding images to the Fleet repo, follow these guidelines:
- UI screenshots should be a 4:3 aspect ratio (1280x960). This is an optimal size for the container width of the docs and ensures that content in screenshots is as clear as possible to view in the docs (and especially on mobile devices).
- You can set up a custom preset in the Google Chrome device toolbar (in Developer Tools) to quickly adjust your browser to the correct size for taking a screenshot.
- Keep the images as simple as possible to maintain. Screenshots can get out of date quickly as UIs change.
- Exclude unnecessary images. Images should be used to help emphasize information in the docs, not replace it.
- Minimize images per doc page. For doc maintainers and users, more than one or two per page can get overwhelming.
- The goal is for the docs to look good on every form factor, from 320px window width all the way up to infinity. Full window screenshots and images with too much padding on the sides will be less than the width of the user's screen. When adding a large image, make sure it is easily readable at all widths.
## Marketing programs
Images can be added to the docs using the Markdown image link format, e.g., `![Schedule Query Sidebar](https://raw.githubusercontent.com/fleetdm/fleet/main/docs/images/add-new-host-modal.png)`
The images used in the docs live in `docs/images/`. Note that you must provide the URL of the image in the Fleet GitHub repo for it to display properly on both GitHub and the Fleet website.
Fleet's community programs are rooted in several areas; created to nurture communication between all current and future Fleet users through events, community support, [social media](#social-media), conversation-starting, [ads](#ads), video, and articles.
> Note that the instructions above also apply to adding images in the Fleet handbook.
### Social media
#### Export an image for fleetdm.com
Fleet's largest asset is our user community, the people actually using Fleet. Public conversations on social media create valuable opportunities for contributors to answer technical questions and collect feedback.
In Figma:
1. Select the layers you want to export.
2. Confirm export settings and naming convention:
- Item name - color variant - (CSS)size - @2x.fileformat (e.g., `os-macos-black-16x16@2x.png`)
- Note that the dimensions in the filename are in CSS pixels. In this example, if you opened it in preview, the image would actually have dimensions of 32x32px but in the filename, and in HTML/CSS, we'll size it as if it were 16x16. This is so that we support retina displays by default.
- File extension might be .jpg or .png.
- Avoid using SVGs or icon fonts.
3. Click the __Export__ button.
Fleet [does not self-promote](https://www.audible.com/pd/The-Impact-Equation-Audiobook/B00AR1VFBU). (Great brands are [magnanimous](https://en.wikipedia.org/wiki/Magnanimity).) In fact, conversations are already happening in our social spaces that open up opportunities for Fleet to [engage with the community](https://fleetdm.com/handbook/marketing#engage-with-the-community).
Here are some topics for social media posts:
- Fleet the product
- Internal progress
- Highlighting community contributions
- Highlighting Fleet and osquery accomplishments
- Industry news about osquery
- Industry news about device management
- Upcoming events, interviews, and podcasts
#### Fleet on LinkedIn
Original posts on LinkedIn by Fleet employees [can be promoted using the Fleet company page](https://fleetdm.com/handbook/marketing#promote-a-post-on-linkedin). If you think your post would make sense in front of a bigger audience, [create an issue on the demand board](https://fleetdm.com/handbook/marketing#contact-us) linking the team to your personal LinkedIn post (only original posts please, reposts and quotes of other posts can not be promoted). Include any context in the issue and keep an eye on your inbox, The Demand team will request permission to use the post in a promoted post.
### Articles
Every fleetie can write articles for [the Fleet blog](https://fleetdm.com/articles), and every fleetie can propose ideas for articles.
- To quickly propose an idea for a blog post, add it to the [content calendar](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit?gid=809357993#gid=809357993).
- If you are writing the article yourself, make a [pull request](#making-a-pull-request) adding your post as a new `.md` file in [`articles/`](https://github.com/fleetdm/fleet/tree/main/articles). You can use [special tags at the bottom of your file](#article-meta-tags) to control how the article looks, and you can also [embed .gifs or a video](#images).
### Ads
Fleet uses advertising to spread awareness through a broader audience and foster greater engagement within user communities. The more people actively using Fleet, or contributing, the better Fleet will be.
### Events
It's important for Fleet to engage at [events](https://docs.google.com/spreadsheets/d/1YQXAX2Q_WnGkAwMYjMbQpV3nbCj7gOBbv7Y0u4twxzQ/edit#gid=1931288160). This provides an opportunity to directly engage with potential users and contributors, build relationships, gather feedback, and create a stronger sense of community and trust.
#### Event lead follow-up
Eventgoers expect a timely [follow-up from Fleet](https://fleetdm.com/handbook/marketing#upload-contacts-to-salesforce-after-an-event) based on the conversations that they had at the event.
1. Once a list of badge scans is available, fleeties who attended the event are to add any follow-up notes, including primary buying situation, amount of endpoints, level of interest, and general talking points.
2. Within three business days of returning from the event, attendees will set up a debrief meeting with the demand team to discuss follow-up and provide the list of badge scans uploaded to the ["Events" folder in Google Drive](https://drive.google.com/drive/u/0/folders/1uXf95V6CHKHnqxRc9iQr0a0FnTZk3bXR).
### Podcast
Fleet has created the [ExpedITioners podcast](https://expeditioners.podbean.com/) to open discussions and help IT and security professionals get ahead of the curve and prepare themselves and their organizations for what lies ahead.
<!-- TODO: Find a way to link to the meetings section below and make it make sense-->
### Video
Fleet uses YouTube to help keep the community up-to-date and informed. These videos facilitate community engagement, provide educational resources, and help share essential information about Fleet and the people using it. Meetings regularly uploaded to YouTube will have a "▶️" emoji prepended to the calendar event title (e.g. "▶️ ☁️🌈 Sprint demos!"). All videos are edited and uploaded within 2 business days of recording the meeting.
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/29167232-652c-4c64-a37c-910cc781f2c1">
## Meetings
- **Plan to join meetings on time.** At Fleet, we start on time and do not wait for folks to join. As most of our meetings are conducted over zoom, please join with a working microphone and with your camera on whenever possible. Being even a few minutes late can make a big difference and slow your meeting counterparts down. When in doubt, show up a couple of minutes early.
- **Turn on your camera.** This allows for more complete and intuitive verbal and non-verbal communication. Feel free to leave your camera on or turn it off when joining meetings with new participants you might not be familiar with yet. Turn your camera on when you lead or cohost a meeting, or when you present your work during a demo session.
- **If you would prefer not to be on YouTube** when presenting on a meeting, you can prep your demo ahead of the meeting and communicate to your manager who will present for you. It's always ok to do this.
- **Be warm.** It's okay to spend the first minute or two of a meeting being present and making small talk. Since we are all remote, it's easy to miss out on hallway chatter and human connections that happen in [meatspace](https://www.dictionary.com/browse/meatspace). Use this time together during the first minute to say "Hi!" Then you can jump into the topics to be discussed.
- **Confidentiality reminder.** Fleet meetings titled with "▶️" are considered public by default unless [otherwise specified](https://fleetdm.com/handbook/company/communications#levels-of-confidentiality). All public meeting transcripts and videos are screened for confidential information before being published. If confidential information (e.g. customer names, IP addresses, GitHub secrets, etc.) is revealed via screen share or audio during the recording of a public meeting, any team member on the call that notices sensitive information should verbally say, "Pineapple, pineapple, pineapple."
> 🍍🍍🍍 Why three times? This helps ensure that at least one of the "Pineapple" call-outs will be transcribed correctly. 🍍🍍🍍
Videos are transcribed, and this makes it easier to find required redactions during the editing process before [upload](https://fleetdm.com/handbook/demand#upload-to-youtube).
- **When sharing your screen** during a public meeting, refrain from displaying sensitive information such as customer names, private messages, or other confidential information.
- **[OpenBlur]([OpenBlur](https://chromewebstore.google.com/detail/openblur/dlnglldcaegkgmhmmhhdknblccppichf?pli=1))** is a web extension that automatically blurs elements containing specific keywords on any webpage. This allows you to hide secrets from online meetings or anyone viewing your screen. Created by Victor Lyuboslavsky ([@getvictor](https://github.com/getvictor).
- **Take notes.** Every meeting should have a [DRI](https://fleetdm.com/handbook/company/why-this-way#why-direct-responsibility) to ensure:
- The agenda creation and/or prep beforehand.
- There is a designated notetaker during the meeting.
- All action items are tracked and assigned to the correct individuals.
Meetings that are currently considered public and marked with ▶️:
- Design reviews
### Meeting agendas
["**No agenda, no attenda**."](https://about.gitlab.com/company/culture/all-remote/live-doc-meetings/#gitlab-meeting-best-practices) Every work-related meeting should have an editable agenda (e.g. edit access shared with all attendees) attached to the calendar invite.
- To create a meeting agenda please make a copy of [Fleet's meeting template](https://docs.google.com/document/d/1TaZ654gTwadWGDYhP3zuAzWe0eiY0s9NhaU9KLCokgw/copy).
>Please do not use Google Calendar's automatic agenda/notes creation function, as it does not adhere to Fleet's preferred agenda format. If the automatic agenda doc has been created in error, edit the calendar invite to delete it from the meeting to avoid confusion.
### External meeting scheduling
When scheduling external meetings, provide external participants with a
[Calendly](https://calendly.com) link to schedule with the relevant internal participants. If you
need a Calendly account, reach out to `#g-digital-experience` via Slack.
### Internal meeting scheduling
Fleet uses the Zoom add-on for Google Calendar to schedule meetings (exceptions are customers that are non-negotiably required to use a different tool) when we [create calendar events](https://support.google.com/calendar/answer/72143?hl=en&ref_topic=10510646&sjid=7187599067132459840-NA#zippy=%2Cclick-an-empty-time-in-your-calendar).
Our Zoom meetings are configured to let participants join before the host arrives, to make sure meetings start on time even if the host isn't there.
To schedule a meeting within Fleet:
- To add a Zoom meeting to a calendar event, click the "Add video conferencing" dropdown and select "Zoom Meeting." Google Calendar will automatically add the Zoom meeting details and instructions to join the event.
- Enter the `@fleetdm.com` emails for each participant into the "Add guests" box in Google Calendar, and the calendar availability for each participant will appear in your view.
- Select a meeting time, the participants will automatically be invited and a video conference will be attached to the invite (this can save a lot of communication overhead when scheduling with multiple participants).
It is important to [set your working hours](https://support.google.com/calendar/answer/7638168?hl=en&co=GENIE.Platform%3DDesktop) in Google Calendar and block out any personal time/events/PTO, so that team members do not inadvertently schedule a time when you are not available.
- Many team members use the free tier of [reclaim.ai](https://reclaim.ai/) to synchronize personal event times (without event details) into their work calendars.
It is also common practice to block out time for focused work.
In an all-remote company, "face time" matters. Remember: even if someone's calendar is open, they have other work to do. Help each other by batching up internal meetings which enables longer, uninterrupted stretches of deep work.
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/0f453745-9ddc-4ae7-853a-2a73e3d2aa1a">
#### Schedule time with the CEO
All meeting invitations are welcomed, and quickly considering them is a top priority for the CEO.
**To request time with the CEO, at mention the Apprentice in the [#help-ea Slack channel](https://fleetdm.slack.com/archives/C08HKQ84UCD)**. Internal meetings can sometimes be moved to make room. External meetings, blocked time, travel, and personal commitments can rarely be moved.
> Please do not add events to the CEO's calendar. **Events added directly to the CEO's calendar will be declined and removed.** Even if the CEO asks you to set up a meeting or add him to a call, please get scheduling help from the [Apprentice](https://www.fleetdm.com/handbook/digital-experience#team)).
**Why the extra step?** There are not enough hours in the day for the CEO to accept every request to meet, so [we have to prioritize](https://www.fleetdm.com/handbook/digital-experience#process-the-ceos-calendar). Unlike other team members, who you can schedule with by simply dropping an event on their calendar unless requested directly from Mike, please do not directly schedule a meeting onto the CEO's calendar without using this process to confirm with the Apprentice first.
All items on Mike's calendar are subject to change by the CEO to better serve the company. Send last-minute changes or cancellations to Mike [via direct message (DM)](https://www.fleetdm.com/handbook/company/why-this-way#why-not-mention-the-ceo-in-slack-threads).
### Modifying an event organized by someone else
To edit an event where someone else at Fleet is the organizer, you can first subscribe to their calendar in Google Calendar and then edit the event on their calendar. Your edits will automatically apply to all attendees.
This works because every Fleetie grants edit access to everyone else at Fleet as part of onboarding.
### Shared calendars
Team calendars are the primary source for sprint rituals; they facilitate the execution of each sprint.
Looking to add, change, or remove a shared calendar? [Create an issue for the CEO](https://fleetdm.com/handbook/digital-experience#contact-us) and the appropriate DRI will reply with feedback.
## Skip-level 1:1 meetings
Fleet uses skip-level 1:1 meetings as a recurring pulse check to encourage [valuable personal and departmental feedback](https://fleetdm.com/handbook/company/communications#performance-feedback) across the org. This helps the leadership at Fleet run an effective company with a great team, good alignment, and quick decisions. To schedule a skip-Level 1:1:
1. Create a copy of the ["Skip-level 1:1 agenda template"](https://docs.google.com/document/d/191wiy-_a9XBMndLlM97iOwUF6a-0PtkbboQ2FCUIy6w/copy) and rename the document "🧑‍🚀 YOUR_GITHUB_USER_NAME : SUPERVISOR_GITHUB_USER_NAME".
2. [Schedule a meeting](https://fleetdm.com/handbook/company/communications#internal-meeting-scheduling) with your manager's supervisor and title the calendar event by copying your skip-level agenda title and appending "[no shadows]" to the end (this tells other team members that this is a private conversation).
> **If you're scheduling with the CEO** please [get help](https://fleetdm.com/handbook/company/communications#schedule-time-with-the-ceo) before adding events to the calendar.
3. Link the skip-level agenda in the calendar event description before saving.
## Zoom
We use [Zoom](https://zoom.us) for virtual meetings at Fleet, and it is important that every team member feels comfortable hosting, joining, and scheduling Zoom meetings.
By default, Zoom settings are the same for all Fleet team members, but you can change your personal settings on your [profile settings](https://zoom.us/profile/setting) page.
Settings that have a lock icon next to them have been locked by an administrator and cannot be changed. Zoom administrators can change settings for all team members on the [account settings page](https://zoom.us/account/setting) or for individual accounts on the [user management page](https://zoom.us/account/user#/).
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/f67a88e3-ab0a-4eda-a44d-b0e68de523a9">
### Recording meetings
Capturing video from meetings with customers, prospects, and community members outside the company is an important part of building world-class sales and customer success teams and is a widespread practice across the industry. At Fleet, we use Gong to capture Zoom meetings and share them company-wide. If a team member with a Gong license attends certain meetings, generally those with at least one person from outside of Fleet in attendance.
- While some fleeties may have a Gong seat that is necessary in their work, the typical use case at Fleet is for employees on the company's sales, customer success, or customer support teams.
- You should be notified anytime you join a recorded call with an audio message announcing "this meeting is being recorded" or "recording in progress." To stop a recording, the host of the call can press "Stop."
- If the call has external participants and is recorded, this call is stored in Gong for future use.
To access a recording saved in Gong, visit [app.gong.io](https://app.gong.io) and sign in with SSO.
- Everyone at Fleet has access, whether they have a Gong seat or not, and you can explore and search through any uploaded call transcripts unless someone marks them as private (though the best practice would be not to record any calls you don't want to be captured).
If you ever make a mistake and need to delete something, you can delete the video in Gong or reach out to Nathan Holliday or Mike McNeil for help. They will delete it immediately without watching the video.
- Note that any recording stopped within 60 seconds of the start of the recording is not saved in Gong, and there will be no saved record of it.
Most folks at Fleet should see no difference in their meetings if they aren't interfacing with external parties.
Our goal in using Gong and recording calls is to capture insights from sales, customer, and community meetings and improve how we position and sell our product. We never intend to make anyone uncomfortable, and we hope you reach out to our DRI for Gong, Nathan Holliday, or Mike McNeil if you have questions or concerns.
Here are some tips for troubleshooting Gong:
- In order to use Gong, the Zoom call must be hosted by someone with a Fleet email address.
- You cannot use Gong to record calls hosted by external parties.
- Cloud recording in Zoom has to be turned on and unlocked company wide for Gong to function properly, because of this, there is a chance that some Gong recordings may still save in Zoom's cloud storage even if they aren't uploaded into Gong.
- To counter this, Nathan Holliday will periodically delete all recordings found in Zoom's storage without viewing them.
- If you need help using Gong, please check out [Gong Academy](https://academy.gong.io/).
### Excluding calls from being recorded
For those with a Gong seat or scheduling a call with someone in attendance that has a Gong seat who does not wish for their Zoom call with an external party to record, make sure your calendar event title contains `[no shadows]`. You can also read the [complete list of exclusion rules](https://docs.google.com/document/d/1OOxLajvqf-on5I8viN7k6aCzqEWS2B24_mE47OefutE/edit?usp=sharing).
### Sharing a local Zoom recording
In some instances, you may need to record a call locally (i.e. save the recording on your computer and not in the cloud ☁️). You can use the following steps to upload the call recording:
1. Log into [Zoom](https://zoom.us/recording) using SSO (Single-Sign-On) and go to "Recordings".
2. After the recording is finished processing (which sometimes can take a couple of hours), you will see the hotdog (or "overflow menu") menu appear. Select the call you want to share and use the hotdog menu to download all files.
3. Rename the mp4 file to match the meeting name and prefix it with the date of the recording (e.g. "YYYY-MM-DD *Name of the calendar event*").
4. Upload the mp4 recording to the [whiteboards folder](https://drive.google.com/drive/u/0/folders/1prO98fmB2WKzpubZ2-z0sju9dQ4ijpNE) in Google Drive.
## Levels of confidentiality
Fleet uses these levels to standardize a commitment to minimal esotericism across the company.
- **Public:** _Share with anyone, anywhere in the world_
- **Confidential:** _Share only with team members who've signed an NDA, consulting agreement, or employment agreement_
- **Classified:** _Share only with the CEO, Head of Digital Experience, and/or the people involved. e.g., US social security numbers during hiring_
### Document titles
Fleet uses these levels to standardize a commitment to minimal esotericism across the company.
- **"Public":** _(Available to public)_
- _(Confidential - for Fleet eyes only)_
- **"¶":** _(E-group - Direct reports the the CEO)_
- **"¶¶":** _(Classified - CEO, Head of Digital Experience, and Apprentice)_
## Google Drive
Fleet uses Google Drive to keep files correctly bucketed and accessible for team members. When adding a file, you can:
- Check for existing files to avoid duplication.
- Avoid breaking Google Drive links. In some cases, you can update files by using the "Manage versions" option (in the right-click menu) so that links continue to work.
## Email relays
There are [several special email addresses](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#) that automatically relay messages to the appropriate people in Fleet. Each email address meets a minimum response time ("Min RT"), expressed in business hours/days, and has a dedicated, directly responsible individual (DRI) who is responsible for reading and replying to emails sent to that address.
## Slack
At Fleet, we do not send internal emails to each other. Instead, we prefer to use [Slack](https://www.linkedin.com/pulse/remote-work-how-set-boundaries-when-office-your-house-lora-vaughn/) to communicate with other folks who work at Fleet.
### Key Slack channels
The following Slack channels are useful for every Fleetie:
| Slack channel | Purpose |
|:----------------------------|:--------------------------------------------------------------------|
| `#general` | Read company-wide announcements.
| `#thanks` | Say thank you.
| `#random` | Be random.
### Slack channel prefixes
- We have specific channels for various topics, but we also have more general channels for the teams at Fleet.
We use these prefixes to organize the Fleet Slack:
* ***g-***: for team/group channels *(Note: "g-" is short for "grupo" or "group")*.
* ***oooh-***: used to discuss and share interesting information about a topic.
* ***help-***: for asking for help on specific topics.
* ***at*** or ***fleet-at***: for customer channels.
* ***2023-***: for temporary channels _(Note: specify the relevant year in four digits, like "YYYY-`)_
### Slack communications and best practices
- We use [channels over DMs](https://fleetdm.com/handbook/company/why-this-way#why-group-slack-channels).
- We use threads in Slack as much as possible. Threads help limit noise for other people following the channel and reduce notification overload.
- 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.
- 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.)
### Create a GitHub issue from a Slack thread
If you need to track content from a Slack channel (ie. #g-sales), you can automatically generate a github issue by selecting the `create-github-issue` emoji on the thread. This will automatically create an issue tagged with the GitHub label that corisponds with the Slack channel. If you need the issue logged against a specific board, ensure that you have updated the label during issue creation.
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/97ce6caa-4b21-4cc2-8fcb-91aa03dfc6d6">
## GitHub
## Change management
Fleet uses GitHub as the [source of truth](https://fleetdm.com/handbook/company/why-this-way#why-do-we-use-one-repo) for the product and documentation. GitHub allows community members to interact with Fleet, [contribute and provide feedback](https://github.com/fleetdm/fleet/blob/main/docs/Contributing/Committing-Changes.md#committing-changes).
### GitHub labels
### Issue labels
Fleet prefixes all GitHub labels with special characters or words to organize and categorize GitHub issues.
@@ -427,19 +374,30 @@ Opinionated conventions help people work faster and spend less time figuring out
Labels with a `#g-` prefix refer to a kanban board. Since it is best practice to have an issue on a single board, make an effort to have only one label with the `#g-` prefix per issue.
> _**Note:** There are only a few "special" labels that are exceptions to this rule_:
> - `bug` A defect in the product.
> - `bug-` Defect category. For example, `bug-enrollment`, `bug-profiles-sync`, `bug-policies`. This allows us to track the areas of the product producing the most bugs.
> - `story` A user story.
> - `prospect-` A customer prospect.
> - `P-` A [priority level](https://fleetdm.com/handbook/company/communications#high-priority-user-stories-and-bugs).
> - `Epic` Do not use. _(TODO: ZenHub automatically recreates this label when we group sub-tasks inside of a user story. Find a way to remove this. It is an artifact from Zenhub and not something we actually want to exist or use, as it is confusing.)_
_**Note:**_ There are only a few "special" labels that are exceptions to this rule:
- `bug` A defect in the product.
- `bug-` Defect category. For example, `bug-enrollment`, `bug-profiles-sync`, `bug-policies`. This allows us to track the areas of the product producing the most bugs.
- `story` A user story.
- `prospect-` A customer prospect.
- `P-` A [priority level](https://fleetdm.com/handbook/company/communications#high-priority-user-stories-and-bugs).
- `Epic` Do not use. _(TODO: ZenHub automatically recreates this label when we group sub-tasks inside of a user story. Find a way to remove this. It is an artifact from Zenhub and not something we actually want to exist or use, as it is confusing.)_
> If you're adding multiple labels to an issue template, GitHub won't add both labels unless you put them in an array e.g. `labels: ['~air-guitar', ':product']`. To verify the syntax is correct you can preview the template and make sure each label name is in a separate box.
> <img width="1645" alt="Screenshot 2025-03-13 at 10 59 03" src="https://github.com/user-attachments/assets/37227cb8-335e-4237-afd9-4144b695ec63" />
### Process new requests
> ***Create an issue from a Slack***
>
> If you need to track content from a Slack channel (e.g. #help-customers), you can automatically generate a GitHub issue by adding the emoji `create-github-issue` as a reaction to any message. This will automatically:
> - Create an issue tagged with the departmental GitHub label that corresponds with the Slack channel. If there isn't a corresponding departmental label for the channel, the issue defaults to the [#g-digital-experience](https://github.com/fleetdm/confidential/issues#workspaces/g-digital-experience-6451748b4eb15200131d4bab/board) kanban board.
> - Link the
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/97ce6caa-4b21-4cc2-8fcb-91aa03dfc6d6">
## Process new requests
Team members [process their department's kanban boards](https://fleetdm.com/handbook/company/why-this-way#why-lean-software-development) daily, prioritizing all new requests including issues and PRs within one business day.
@@ -450,6 +408,24 @@ To process intake team members will:
- If the task is to be backlogged (i.e. "Not yet"), place the issue in the "Not yet" column and at-mention the requestor in an issue comment. Explain why the task is unable to be prioritized and provide a tentative ETA on when the task will be completed.
### Estimation points
Estimation points represent the effort required to complete a task. After accessing wireframes, we typically play planning poker, a gamified estimation technique, to determine the necessary story point value.
We use the following story points to estimate tasks:
| Story point | Time |
|:---|:--------------|
| 1 | 1 to 2 hours |
| 2 | 2 to 4 hours |
| 3 | 1 day |
| 5 | 2 to 3 days |
| 8 | Up to a week |
| 13 | 1 to 2 weeks |
> Larger projects are estimated in a way that can sometimes look disproportionate to account for edge cases that weren't caught during planning. This helps us develop [iteratively](https://fleetdm.com/handbook/company#results) and deliver bite-sized functionality on more predictable time scales.
## High priority user stories and bugs
All issues are treated as standard priority by default. Some issues are assigned a priority label to indicate the level of urgency.
@@ -469,7 +445,7 @@ All issues are treated as standard priority by default. Some issues are assigned
- Response: Issue is prioritized at the top of the next sprint. If opporunity cost of waiting for the next sprint is too high, it may be considered for current sprint.
- Impact: Low to medium impact. If prioritized into current sprint, may reduce overall velocity and require deprioritizing other work.
Any Fleetie can follow the process below to add a priority label to an issue.
Any fleetie can follow the process below to add a priority label to an issue.
1. Add as much context as possible to the issue description and assign labels to help the team
understand the problem and what is driving the urgency.
@@ -483,25 +459,7 @@ Any Fleetie can follow the process below to add a priority label to an issue.
they will comment on the issue explaining why.
### Estimation points
Estimation points represent the effort required to complete a task. After accessing wireframes, we typically play planning poker, a gamified estimation technique, to determine the necessary story point value.
We use the following story points to estimate tasks:
| Story point | Time |
|:---|:--------------|
| 1 | 1 to 2 hours |
| 2 | 2 to 4 hours |
| 3 | 1 day |
| 5 | 2 to 3 days |
| 8 | Up to a week |
| 13 | 1 to 2 weeks |
> Larger projects are estimated in a way that can sometimes look disproportionate to account for edge cases that weren't caught during planning. This helps us develop [iteratively](https://fleetdm.com/handbook/company#results) and deliver bite-sized functionality on more predictable time scales.
### Making a pull request
## Making a pull request
Our handbook and docs pages are written in Markdown and are editable from our website (via GitHub). Follow the instructions below to propose an edit to the handbook or docs.
1. Click the _"Edit page"_ button (top right of the page) from the relevant handbook or docs page on [fleetdm.com](https://www.fleetdm.com) (this will take you to the GitHub browser).
@@ -548,7 +506,7 @@ handbook/..."_).
Navigate to the file's location on GitHub, and press "y" to transform the URL into its canonical form.
#### Fixing a broken link
### Fixing a broken link
For instance when a broken link is discovered on fleetdm.com, always check if the link is a relative link to a location outside of `/docs`.
@@ -569,7 +527,6 @@ We leave large gaps between values to make future changes easier. For example, t
When adding or reordering a page, try to leave as much room between values as possible. If you were adding a new page that would go between the two pages from the example above, you would add `<meta name="pageOrderInSection" value="150">` to the page.
-
### Article meta tags
@@ -606,24 +563,6 @@ We use `<meta>` tags in Markdown articles to set metadata information about the
<meta name="description" value="Step-by-step guide on building a dynamic dashboard with Fleet's REST API, Flask, and Plotly. Master data visualization with open-source tools!">
```
### Images
Try to keep images in the docs at a minimum. Images can be a quick way to help users understand a concept or direct them towards a specific user interface(UI) element. Still, too many can make the documentation feel cluttered and more difficult to maintain.
When adding images to the Fleet repo, follow these guidelines:
- UI screenshots should be a 4:3 aspect ratio (1280x960). This is an optimal size for the container width of the docs and ensures that content in screenshots is as clear as possible to view in the docs (and especially on mobile devices).
- You can set up a custom preset in the Google Chrome device toolbar (in Developer Tools) to quickly adjust your browser to the correct size for taking a screenshot.
- Keep the images as simple as possible to maintain. Screenshots can get out of date quickly as UIs change.
- Exclude unnecessary images. Images should be used to help emphasize information in the docs, not replace it.
- Minimize images per doc page. For doc maintainers and users, more than one or two per page can get overwhelming.
- The goal is for the docs to look good on every form factor, from 320px window width all the way up to infinity. Full window screenshots and images with too much padding on the sides will be less than the width of the user's screen. When adding a large image, make sure it is easily readable at all widths.
Images can be added to the docs using the Markdown image link format, e.g., `![Schedule Query Sidebar](https://raw.githubusercontent.com/fleetdm/fleet/main/docs/images/add-new-host-modal.png)`
The images used in the docs live in `docs/images/`. Note that you must provide the URL of the image in the Fleet GitHub repo for it to display properly on both GitHub and the Fleet website.
> Note that the instructions above also apply to adding images in the Fleet handbook.
### Audit logs
@@ -636,28 +575,15 @@ The [Audit logs doc page](https://fleetdm.com/docs/Using-Fleet/Audit-logs) has a
After making your changes, save them and run `make generate-doc`. This will generate a new `Audit-logs.md` file. Make sure you run the command in the top level folder of your cloned, Fleet repo.
## Figma
We use Figma for virtually all our design work. This includes the Fleet product, our website, and our marketing collateral.
- **Fleet product:** All product design work is done in the [Fleet product](https://www.figma.com/files/project/17318630/%F0%9F%94%9C%F0%9F%93%A6-Fleet-EE%C2%AE-(product)?fuid=1234929285759903870) Figma project.
See [📖Product#Working with Figma](https://fleetdm.com/handbook/product#working-with-figma) for more details.
- **Fleet website:** All website design work is done in the [fleetdm.com (current, dev-ready)](https://www.figma.com/file/yLP0vJ8Ms4GbCoofLwptwS/%E2%9C%85-fleetdm.com-(current%2C-dev-ready)?node-id=794%3A373) Figma file.
- **Design system:** Shared logos, typography styles, and UI components can be found in [Design system](https://www.figma.com/files/project/15701210).
- **NOTE:** The Figma docs in Design System contain the master components that are referenced throughout all other Figma files. Use caution when modifying these components, as changes will be reflected in the master Fleet EE (scratchpad) and fleetdm.com (current, dev-ready) Figma docs.
**Marketing assets:** Product screenshots and artwork for social media, articles, and other marketing assets can be found in [Collateral](https://www.figma.com/files/project/20798819).
## Spending company money
As we continue to expand our company policies, we use [GitLab's open expense policy](https://handbook.gitlab.com/handbook/finance/spending-company-money/) as a guide for company spending.
In brief, this means that as a Fleet team member, you may:
* Spend company money like it is your own money.
* [Spend less](https://fleetdm.com/handbook/company/why-this-way#why-spend-less). Purchase what you need to do your job effectively.
* Feel free to make purchases __in the company's interest__ without asking for permission beforehand (when in doubt, do __inform__ your manager prior to purchase or as soon as possible after the purchase).
For more developed thoughts about __spending guidelines and limits__, please read [GitLab's open expense policy](https://handbook.gitlab.com/handbook/finance/spending-company-money/).
- Spend company money like it is your own money.
- [Spend less](https://fleetdm.com/handbook/company/why-this-way#why-spend-less). Purchase what you need to do your job effectively.
- Feel free to make purchases __in the company's interest__ without asking for permission beforehand (when in doubt, do __inform__ your manager prior to purchase or as soon as possible after the purchase).
For more developed thoughts about __spending guidelines and limits__, please read [GitLab's open expense policy](https://about.gitlab.com/handbook/spending-company-money/).
### Brex
@@ -665,12 +591,12 @@ For more developed thoughts about __spending guidelines and limits__, please rea
#### Non-travel purchases that exceed a Brex cardholder's limit
For non-travel purchases that would require an increase in the Brex cardholder's limit ($2,000 by default), please [make a request](https://fleetdm.com/handbook/digital-experience#contact-us) with following information:
For non-travel purchases that would require an increase in the Brex cardholder's limit ($200 by default), please [make a request](https://fleetdm.com/handbook/digital-experience#contact-us) with following information:
- The nature of the purchase (i.e. SaaS subscription and what it's used for)
- The cost of the purchase and whether it is a fixed or variable (i.e. use-based) cost.
- Whether it is a one time purchase or a recurring purchase and at what frequency the purchase will re-occur (annually, monthly, etc.)
- If there are more ideal options to pay for the purchase (i.e. bill.com, the Fleet AP Brex card, etc.) that method will be used instead.
- In general, recurring purchases such as subscription services that will continually stretch the spend limit on a cardholder's Brex card should be paid through other means.
- In general, recurring purchases such as subscription services that will continually stretch the spend limit on a card holder's Brex card should be paid through other means.
- For one time purchases where payment via credit card is the most convenient then the card limit will be temporarily increased to accomodate the purchase.
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/1890e56b-7b03-4340-97d4-a6590c7715a9">
@@ -690,14 +616,6 @@ When procuring SaaS tools and services, analyze the purchase of these subscripti
Fleet does not reimburse expenses. We provide all of our team members with Brex cards for making purchases for the company. For company expenses, **use your Brex card.** If there was an extreme accident, [get help](https://fleetdm.com/handbook/digital-experience#contact-us).
<!--
No longer supported. -mike, CEO, 2023-04-26.
Fleet will reimburse team members who pay for work-related expenses with their personal funds.
Team members can request reimbursement through [Gusto]([https://app.gusto.com/expenses](https://support.gusto.com/article/209831449100000/Get-reimbursed-for-expenses-as-an-employee)) if they're in the US or [Pilot]([https://pilot.co/](https://help.pilot.co/en/articles/4658204-how-to-request-a-reimbursement#:~:text=If%20you%20made%20a%20purchase,and%20click%20'Add%20new%20expense.)) if they are an international team member. When submitting an expense report, team members need to provide the receipt and a description of the expense.
Operations will review the expense and reach out to the team member if they have any questions. The reimbursement will be added to the team member's next payroll when an expense is approved.
>Pilot handles reimbursements differently depending on if the international team member is classified as an employee or a contractor. If the reimbursement is for a contractor, Operations will need to add the expense reimbursement to an upcoming recurring payment or schedule the reimbursement as an off-cycle payment. If the reimbursement is for an employee, no other action is needed; Pilot will add the reimbursement to the team member's next payroll. -->
### Individualized expenses
@@ -725,7 +643,6 @@ For recurring business expenses paid by credit card, there are four accounts pay
| Marketing program spend | Ads, events, sponsorship, etc. | Head of Marketing |
## Travel
@@ -799,63 +716,6 @@ When attending a conference for Fleet, treat it [like other travel for the compa
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/8c3eeeb4-f322-44cf-8405-4f94f10fde6d">
## SOC 2
You can find a copy of Fleet's SOC 2 report in [Google Drive](https://drive.google.com/file/d/1mUwmCUdggONULr6OjDO--QtKfDWLcrI4/view?usp=sharing). In its current form, this SOC 2 report is intended to be shared only with parties who have signed a non-disclosure agreement with Fleet.
You can learn more about how Fleet approaches security in the [security handbook](https://fleetdm.com/handbook/security) or in [Fleet's trust report](https://fleetdm.com/trust).
## Vendor questionnaires
In responding to security questionnaires, Fleet endeavors to provide full transparency via our [security policies](https://fleetdm.com/handbook/digital-experience/security#security-policies), [trust](https://trust.fleetdm.com/), and [application security](https://fleetdm.com/handbook/digital-experience/security#application-security) documentation. In addition to this documentation, please refer to [the vendor questionnaires page](https://fleetdm.com/handbook/digital-experience//security#vendor-questionnaires). [Contact the Sales department](https://fleetdm.com/handbook/sales#contact-us) to address any pending questionnaires.
## Getting a contract reviewed
All non-standard (from another party) subscription agreements, NDAs, and similar contracts require legal review from Digital Experience before being signed. The [Digital Experience team](https://fleetdm.com/handbook/digital-experience#team) will review all contracts within **2 business days**.
> If a document is ready for signature and does not need to be reviewed or negotiated, you can skip the review process and [get the contract signed](https://fleetdm.com/handbook/company/communications#getting-a-contract-signed). Please submit other legal questions and requests to [Digital Experience](https://fleetdm.com/handbook/digital-experience#contact-us).
To get a contract reviewed, complete the [contract review issue template in GitHub](https://github.com/fleetdm/confidential/issues/new?assignees=hollidayn&labels=%23g-digital-experience&projects=&template=contract-review.md&title=Review%3A++%F0%9F%96%8B%EF%B8%8F+__________________________). Upload the docx version whenever possible and be sure to include the link to the document in the issue. Follow-up comments should be made in the GitHub issue and in the document itself to avoid losing context.
If an agreement requires additional review during the negotiation process, the requestor will need to upload the new draft agreement and repeat the process. When no further review or action is required, the requestor is responsible for [routing the document](https://fleetdm.com/handbook/company/communications#getting-a-contract-signed) for signature.
## Getting a contract signed
The SLA for contract signature is **2 business days**. Please do not follow up on signatures unless this time has elapsed. If a contract is ready for signature and **DOES NOT** require [review or revision](https://fleetdm.com/handbook/company/communications#getting-a-contract-reviewed) (i.e. no contract review issue necessary), follow the steps below:
First, log into DocuSign (credentials in 1Password) and route the agreement to the CEO for signature. When a contract is going to be routed for signature by someone outside of Fleet (i.e. the vendor or customer), the requestor is responsible for working with the other party to make sure the document gets routed to the CEO for signature.
Then, at-mention the [Head of Digital Experience](https://fleetdm.com/handbook/digital-experience#team) in the appropriate internal Slack channel (e.g. op channel, #g-digital-experience) with the following template:
```
@Sam Pfluger - :writing_hand Signature request
The following contract is ready to sign and has been routed to the CEO for signature: CONTRACT_DOC_URL_FROM_GOOGLE_DRIVE
```
Please use [Fleet's billing email address](https://fleetdm.com/handbook/company/communications#email-relays) for all contracts and never include individual emails in any company agreement. If the agreement includes any individual emails, please remove them before routing the agreement to the CEO for signature.
## Trust
Fleet is successful because of our customers and community, and those relationships are built on trust.
### Security
Security policies are best when they're alive, in context of how an organization operates. Fleeties carry Yubikeys, and change control of policies and access control is driven primarily through GitOps and SSO.
Here are a few different entry points for a tour of Fleet's security policies and best practices:
1. [Security policies](https://fleetdm.com/handbook/security/security-policies#security-policies)
2. [Human resources security policy](https://fleetdm.com/handbook/security/security-policies#human-resources-security-policy)
3. [Account recovery process](https://fleetdm.com/handbook/security#account-recovery-process)
4. [Personal mobile devices](https://fleetdm.com/handbook/security#personal-mobile-devices)
5. [Hardware security keys](https://fleetdm.com/handbook/security#hardware-security-keys)
6. More details about internal security processes at Fleet are located on [the Security page](https://fleetdm.com/handbook/digital-experience/security).
## Benefits
In this section, you can find information about Fleet's benefit strategies and decisions.
@@ -1070,7 +930,7 @@ If you are in need of additional equipment for any reason, [open a warehouse req
### Requesting IT support
If you are in need of IT support to assist with a software or hardware issue, [open a support request](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=%23g-digital-experience&projects=&template=custom-request.md&title=) with Digital Experience. A Fleet IT team member will attempt to correct your issue remotely using Fleet, and will notify you if any action is needed on your part.
If you are in need of IT support to assist with a software or hardware issue, [open a support request](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=%23g-digital-experience&projects=&template=custom-request.md&title=) with Digital Experience. A Fleet IT team member will attempt to correct your issue remotely using Fleet, and will notify you if any action is needed on your part. Reach out to 🌐 [Digital Experience](https://fleetdm.com/handbook/digital-experience#contact-us).
## Writing
@@ -1744,69 +1604,42 @@ This glossary provides definitions to commonly used terms within our space.
The following stubs are included only to make links backward compatible.
##### Performance feedback
Please see 📖[handbook/company/communications#feedback](https://fleetdm.com/handbook/company/communications#feedback).
##### Competition
Please see 📖[handbook/company/go-to-market-groups#competition](https://fleetdm.com/handbook/company/go-to-market-groups#competition).
##### Website
Please see 📖[handbook/company/communications#fleetdm-com](https://fleetdm.com/handbook/company/communications#fleetdm-com).
##### Customer support service level agreements (SLAs)
Please see 📖[handbook/company/go-to-market-groups#customer-support-service-level-agreements-slas](https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-agreements-slas).
##### Responsibilities
Please see 📖[handbook/digital-experience#responsibilities](https://fleetdm.com/handbook/digital-experience#responsibilities).
For below, please see 📖[handbook/company/communications#scheduling-a-meeting](https://fleetdm.com/handbook/company/communications#scheduling-a-meeting).
##### Internal meetings
##### External meetings
For above, please see 📖[handbook/company/communications#scheduling-a-meeting](https://fleetdm.com/handbook/company/communications#scheduling-a-meeting).
##### Website Rituals
Please see 📖[handbook/digital-experience#rituals](https://fleetdm.com/handbook/digital-experience#rituals).
##### Zoom
Please see 📖[handbook/company/communications#meetings](https://fleetdm.com/handbook/company/company/communications#meetings).
##### Website roadmap
Please see 📖[handbook/digital-experience#contact-us](https://fleetdm.com/handbook/digital-experience#contact-us).
##### Excluding calls from being recorded
Please see 📖[handbook/company/communications#recording-meetings](https://fleetdm.com/handbook/company/company/communications#recording-meetings).
##### Requesting changes
Please see 📖[handbook/digital-experience#contact-us](https://fleetdm.com/handbook/digital-experience#contact-us).
For below, please see 📖[handbook/company/communications#communicating-with-team-members](https://fleetdm.com/handbook/company/company/communications#communicating-with-team-members).
##### Slack
##### Slack communications and best practices
For above, please see 📖[handbook/company/communications#communicating-with-team-members](https://fleetdm.com/handbook/company/company/communications#communicating-with-team-members).
Please see 📖[handbook/digital-experience#qa-a-change-to-fleetdm-com](https://fleetdm.com/handbook/digital-experience#qa-a-change-to-fleetdm-com) for below.
##### Quality
##### Manual QA
##### Writing QA steps
##### Actioning QA steps
##### Additional QA
##### Error handling
Please see 📖[handbook/digital-experience#qa-a-change-to-fleetdm-com](https://fleetdm.com/handbook/digital-experience#qa-a-change-to-fleetdm-com) for above.
##### Slack channel prefixes
Please see 📖[handbook/company/communications#key-slack-channels](https://fleetdm.com/handbook/company/company/communications#key-slack-channels)
##### Responding to a 5xx error on fleetdm.com
Please see 📖[handbook/digital-experience#respond-to-a-5xx-error-on-fleetdm-com](https://fleetdm.com/handbook/digital-experience#respond-to-a-5xx-error-on-fleetdm-com).
##### GitHub
Please see 📖[handbook/company/communications#change-management](https://fleetdm.com/handbook/company/company/communications#change-management).
##### The "Deploy Fleet Website" GitHub action failed
Please see 📖[handbook/digital-experience#re-run-the-deploy-fleet-website-action](https://fleetdm.com/handbook/digital-experience#re-run-the-deploy-fleet-website-action).
For below, please see 📖[handbook/company/communications#issue-labels](https://fleetdm.com/handbook/company/company/communications#issue-labels).
##### GitHub labels
##### Create a GitHub issue from a Slack thread
For above, please see 📖[handbook/company/communications#issue-labels](https://fleetdm.com/handbook/company/company/communications#issue-labels).
##### Vulnerability monitoring
Please see 📖[handbook/digital-experience#check-production-dependencies-of-fleetdm.com](https://fleetdm.com/handbook/digital-experience#check-production-dependencies-of-fleetdm.com).
##### Landing pages and website experiments
Please see 📖[handbook/digital-experience#generate-a-new-landing-page](https://fleetdm.com/handbook/digital-experience#generate-a-new-landing-page).
##### How to export images for the website
Please see 📖[handbook/digital-experience#export-an-image-for-fleetdm-com](https://fleetdm.com/handbook/digital-experience#export-an-image-for-fleetdm-com).
##### Incident post-mortems
Please see 📖[handbook/digital-experience#export-an-image-for-fleetdm-com](https://fleetdm.com/handbook/digital-experience#export-an-image-for-fleetdm-com).
Please see 📖[handbook/company/communications#purchase-company-issued-equipment](https://fleetdm.com/handbook/company/communications#equipment) for below.
##### Equipment retention and replacement
##### Returning equipment
##### Tracking equipment
##### Reprovisioning equipment
##### Buying other new equipment
Please see 📖[handbook/company/communications#purchase-company-issued-equipment](https://fleetdm.com/handbook/company/communications#equipment) for above.
##### Company travel
Please see 📖[handbook/company/communications#travel](https://fleetdm.com/handbook/company/communications#travel).
##### Estimation sessions
Please see 📖[handbook/company/product-groups#user-story-discovery](https://fleetdm.com/handbook/company/product-groups#user-story-discovery).
##### Website services
Please see 📖[handbook/digital-experience](https://fleetdm.com/handbook/digital-experience).
##### Testing changes
Please see 📖[handbook/digital-experience#test-fleetdm-com-locally](https://fleetdm.com/handbook/digital-experience#test-fleetdm-com-locally).
@@ -1816,5 +1649,6 @@ Please see 📖[handbook/digital-experience#edit-a-dns-record](https://fleetdm.c
##### Incident post-mortems
Please see 📖[handbook/engineering#perform-an-incident-postmortem](https://fleetdm.com/handbook/product-groups#perform-an-incident-postmortem).
<meta name="maintainedBy" value="mikermcneil">
<meta name="maintainedBy" value="sampfluger88">
<meta name="title" value="🛰️ Communications">
handbook/company/go-to-market-groups.md
+243
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@@ -0,0 +1,243 @@
# 🦄 Go-To-Market groups
This page covers the journey from prospect to customer and details what contributors need to know in order to make changes to the Go-To-Market (GTM) [philosophy](https://fleetdm.com/handbook/company/why-this-way#why-dont-we-sell-like-everyone-else), [strategy](https://fleetdm.com/handbook/company/go-to-market-groups#gtm-strategy), and [actions](https://fleetdm.com/handbook/company/go-to-market-groups#warm-up-actions) at Fleet.
## Why cross-functional GTM groups?
When communicating with future or current customers, hand offs [between departments](https://fleetdm.com/handbook/company#org-chart), contributors, or external organizations can negatively effect the "Return On Investment" (ROI) for Fleet, our customers, and our friends in the community. Cross-functional GTM groups minimize hand offs between internal and external stakeholders and maximize iteration and efficiency in the way we engage with the market.
> - Use this "🦄 Go-To-Market groups" page to write down philosophies and show how the different pieces of the GTM process fit together.
> - Use the dedicated departmental handbook pages for [🫧 Marketing](https://fleetdm.com/handbook/marketing), [🌐 Digital Experience](https://fleetdm.com/handbook/digital-experience), [🐋 Sales](https://fleetdm.com/handbook/sales), [🌦️ Customer Success](https://fleetdm.com/handbook/customer-success), and [💸 Finance](https://fleetdm.com/handbook/finance) to keep track of specific responsibilities and recurring rituals designed to be read and used within those departments.
## Current GTM groups
| GTM group | Goal _(value for customers and/or community)_ |
|:-------------------------------------|:------------------------------------|
| [🦄<br>Unicorns](https://fleetdm.com/handbook/go-to-market-groups#unicorns) | Provide the best possible customer experience for organizations with 300+ hosts.
| [🌐<br>Buy<br>online](https://fleetdm.com/handbook/go-to-market-groups#buy-online) | Provide the best possible customer experience for organizations and contributors with less than 300 hosts that prefer a more self-service experience.
### 🦄 Unicorns
The goal of the 🦄 Unicorns group is to provide the best possible customer experience for organizations with 300+ hosts.
| Responsibility | Human(s) |
|:----------------------------------|:--------------------------|
| Revenue DRI | [Alex Mitchell](https://www.linkedin.com/in/alexandercmitchell/) _([@alexmitchelliii](https://github.com/alexmitchelliii))_
| Solutions Consultant (SC) | [Allen Houchins](https://www.linkedin.com/in/allenhouchins/) _([@allenhouchins](https://github.com/allenhouchins))_ <br> [Harrison Ravazzolo](https://www.linkedin.com/in/harrison-ravazzolo/) _([@harrisonravazzolo](https://github.com/harrisonravazzolo))_
| Account Executive (AE) | [Patricia Ambrus](https://www.linkedin.com/in/pambrus/) _([@ambrusps](https://github.com/ambrusps))_ <br> [Anthony Snyder](https://www.linkedin.com/in/anthonysnyder8/) _([@anthonysnyder8](https://github.com/AnthonySnyder8))_ <br> [Paul Tardif](https://www.linkedin.com/in/paul-t-750833/) _([@phtardif1](https://github.com/phtardif1))_ <br> [Kendra McKeever](https://www.linkedin.com/in/kendramckeever/) _([@KendraAtFleet](https://github.com/KendraAtFleet))_ <br> [Tom Ostertag](https://www.linkedin.com/in/tom-ostertag-77212791/) _([@tomostertag](https://github.com/TomOstertag))_
| Pipeline DRI | [Drew Baker](https://www.linkedin.com/in/andrew-baker-51547179/) _([@Drew-P-drawers](https://github.com/Drew-P-drawers))_
| Account Development Rep (ADR) | [Drew Baker](https://www.linkedin.com/in/andrew-baker-51547179/) _([@Drew-P-drawers](https://github.com/Drew-P-drawers))_ <br> [Onasis Munro](https://www.linkedin.com/in/onasismunro/) _([@onasismunro](https://github.com/onasismunro))_
| Customer Success DRI | [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))_ <br> [Michael Pinto](https://www.linkedin.com/in/michael-pinto-a06b4515a/) _([@pintomi1989](https://github.com/pintomi1989)_) <br> [Joshua Roskos](https://www.linkedin.com/in/jroskos/) _([@TODO]())_
| Customer Support Engineer (CSE) | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_ <br> [Rebecca Cowart](https://www.linkedin.com/in/rebeccaui/) _([@rebeccaui](https://github.com/rebeccaui))_ <br> [Mason Buettner](https://www.linkedin.com/in/mason-buettner-b72959175/) _([@mason-buettner](https://github.com/mason-buettner))_ <br> Ben Edwards _([@edwardsb](https://github.com/edwardsb))_
> The [Slack channel](https://fleetdm.slack.com/archives/C08BTMFTUCR), [kanban release board](https://github.com/fleetdm/confidential/issues#workspaces/g-unicorns-67b0e98321bc780010a6e78e/board), and [GitHub label](https://github.com/fleetdm/confidential/labels/%23g-unicorns) for this GTM group is `#g-unicorns`.
### 🌐 Buy online
The goal of the 🌐 Buy online group is to provide the best possible customer experience for organizations and contributors with less than 300 hosts that prefer a more self-service experience.
| Responsibility | Human(s) |
|:----------------------------------|:--------------------------|
| Revenue DRI | [Sam Pfluger](https://www.linkedin.com/in/sampfluger88/) _([@sampfluger88](https://github.com/sampfluger88))_
| Pipeline DRI | [Mike Thomas](https://www.linkedin.com/in/mike-thomas-52277938) _([@mike-j-thomas](https://github.com/mike-j-thomas))_
| Customer Success DRI | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_
| Customer Support Engineer (CSE) | [Rebecca Cowart](https://www.linkedin.com/in/rebeccaui/) _([@rebeccaui](https://github.com/rebeccaui))_ <br> [Mason Buettner](https://www.linkedin.com/in/mason-buettner-b72959175/) _([@mason-buettner](https://github.com/mason-buettner))_ <br> [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_
> The [Slack channel](https://fleetdm.slack.com/archives/C08C7ML9QKX), [kanban release board](https://app.zenhub.com/workspaces/g-digital-experience-6451748b4eb15200131d4bab/board), and [GitHub label](https://github.com/fleetdm/fleet/labels/%23g-buy-online) for this GTM group is `#g-buy-online`.
## Customer support service level agreements (SLAs)
**Fleet Free:**
| Impact level | Definition | Preferred contact | Response time |
|:---|:---|:---|:---|
| All inquiries | Any request regardless of impact level or severity | Osquery #fleet Slack channel | No guaranteed resolution |
> **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.
**Fleet Premium:**
| Impact level | Definition | Preferred contact | Response time |
|:-----|:----|:----|:-----|
| 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** |
| 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** |
| 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 |
| Low (P3) | Questions or clarifications around features, documentation, deployments, or 'how to's'. | Standard email/chat support | 1-2 business days |
> **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. Refer to your welcome email for contact and support info.
**Emergency (P0) request communications:**
![Screen Shot 2022-12-05 at 10 22 43 AM](https://user-images.githubusercontent.com/114112018/205676145-38491aa2-288d-4a6c-a611-a96b5a87a0f0.png)
## GTM strategy
At Fleet, our GTM strategy consists of:
- [Outreach](https://fleetdm.com/handbook/company/go-to-market-groups#gtm-outreach)
- [Processing intent signals](https://fleetdm.com/handbook/company/go-to-market-groups#processing-intent-signals)
- [Research](https://fleetdm.com/handbook/company/go-to-market-groups#research)
- [Warm-up actions](https://fleetdm.com/handbook/company/go-to-market-groups#warm-up-actions)
- [Proof of Value (POV)](https://fleetdm.com/handbook/company/go-to-market-groups#proof-of-value-pov)
- [Signatures](https://fleetdm.com/handbook/company/go-to-market-groups#signatures)
### Competition
We track competitors' capabilities and adjacent (or commonly integrated) products in Google doc [Competition](https://docs.google.com/document/d/1Bqdui6oQthdv5XtD5l7EZVB-duNRcqVRg7NVA4lCXeI/edit) (private document).
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/680adba6-f5b7-4726-b2ea-73d0549a45eb">
> Due to legislation by the U.S. Department of Commerce, we are unable to initiate business with [certain countries and territories including specific U.S. sanction programs.](https://ofac.treasury.gov/sanctions-programs-and-country-information)
## GTM outreach
Go-To-Market (GTM) strategy at Fleet is [always evolving](https://handbook.gitlab.com/handbook/values/#everything-is-in-draft), but the [philosophy behind the strategy](https://fleetdm.com/handbook/company/why-this-way#why-dont-we-sell-like-everyone-else) remains consistent.
When you reach out to a prospect or customer, make sure you're the right person:
- **🐋 "Sales-ready" prospect**: The rep (AE) determines the best way to contact the prospective customer, which is often the Solutions Consultant reaching out to help.
- **🌦️ Customers**: The Customer Success Manager (CSM) reaches out.
- **🫧 Any other prospects**: The Solutions Consultant (SC) reaches out.
### Programs
Fleet's community programs are rooted in several areas; created to nurture communication between all current and future Fleet users through [events](https://fleetdm.com/handbook/company/go-to-market-groups#events), community support, [social media](https://fleetdm.com/handbook/company/go-to-market-groups#social-media), [ads](https://fleetdm.com/handbook/company/go-to-market-groups#ads), [video](https://fleetdm.com/handbook/company/go-to-market-groups#video), and articles.
#### Social media
Fleet's largest asset is our user community, the people actually using Fleet. Public conversations on social media create valuable opportunities for contributors to answer technical questions and collect feedback.
Fleet [does not self-promote](https://www.audible.com/pd/The-Impact-Equation-Audiobook/B00AR1VFBU). (Great brands are [magnanimous](https://en.wikipedia.org/wiki/Magnanimity).) In fact, conversations are already happening in our social spaces that open up opportunities for Fleet to [engage with the community](https://fleetdm.com/handbook/marketing#engage-with-the-community).
Here are some topics for social media posts:
- Fleet the product
- Internal progress
- Highlighting community contributions
- Highlighting Fleet and osquery accomplishments
- Industry news about osquery
- Industry news about device management
- Upcoming events, interviews, and podcasts
##### Fleet on LinkedIn
Original posts on LinkedIn by Fleet employees [can be promoted using the Fleet company page](https://fleetdm.com/handbook/marketing#promote-a-post-on-linkedin). If you think your post would make sense in front of a bigger audience, [create an issue on the demand board](https://fleetdm.com/handbook/marketing#contact-us) linking the team to your personal LinkedIn post (only original posts please, re-posts and quotes of other posts can not be promoted). Include any context in the issue and keep an eye on your inbox, The Demand team will request permission to use the post in a promoted post.
#### Ads
Fleet uses advertising to spread awareness through a broader audience and foster greater engagement within user communities. The more people actively using Fleet, or contributing, the better Fleet will be.
#### Events
It's important for Fleet to engage at [events](https://docs.google.com/spreadsheets/d/1YQXAX2Q_WnGkAwMYjMbQpV3nbCj7gOBbv7Y0u4twxzQ/edit#gid=1931288160). This provides an opportunity to directly engage with potential users and contributors, build relationships, gather feedback, and create a stronger sense of community and trust.
##### Event follow-up
Event-goers expect a timely [follow-up from Fleet](https://fleetdm.com/handbook/marketing#upload-contacts-to-salesforce-after-an-event) based on the conversations that they had at the event.
1. Once a list of badge scans is available, fleeties who attended the event are to add any follow-up notes, including primary buying situation, amount of endpoints, level of interest, and general talking points.
2. Within three business days of returning from the event, attendees will set up a debrief meeting with the demand team to discuss follow-up and provide the list of badge scans uploaded to the ["Events" folder in Google Drive](https://drive.google.com/drive/u/0/folders/1uXf95V6CHKHnqxRc9iQr0a0FnTZk3bXR).
#### Podcast
Fleet has created the [ExpedITioners podcast](https://expeditioners.podbean.com/) to open discussions and help IT and security professionals get ahead of the curve and prepare themselves and their organizations for what lies ahead.
#### Video
Fleet uses YouTube to help keep the community up-to-date and informed. These videos facilitate community engagement, provide educational resources, and help share essential information about Fleet and the people using it. Meetings regularly uploaded to YouTube will have a "▶️" emoji prepended to the calendar event title (e.g. "▶️ ☁️🌈 Sprint demos!").
<img width="384" alt="image" src="https://github.com/fleetdm/fleet/assets/618009/29167232-652c-4c64-a37c-910cc781f2c1">
## Processing intent signals
Intent signals help measure an individual's/organization's current level of engagement with the Fleet brand and help us:
- Created/update contact and/or accounts in Fleet's CRM.
- Prioritize accounts for [research](https://fleetdm.com/handbook/marketing#research-an-account).
- Identify accounts/contacts that would benefit from a POV conversation.
When processing intent signals, prioritize accounts in the following order:
1. Sales-ready: Accounts currently assigned to reps (i.e. pipeline + stage0 + pre-pipeline IQMs).
2. Ads running: Accounts with trending psychological progression (as measured by fleetdm.com website signups (i.e. new contacts ± contacts that have increased their psystage to a certain point).
3. Researched: Key accounts that fleeties have suggested to prioritize.
## Research
ADRs research accounts to ensure there's a practical need Fleet can solve before we attempt to reach out. By doing the groundwork of validating account data and gauging initial intent, we can ensure the organizations that we reach out to [benefit from deeper discussions](https://fleetdm.com/handbook/company/go-to-market-groups#proof-of-value-pov) around making Fleet a practical solution.
## Warm-up actions
Warm-up actions are that Fleet will take at any point in time to help move the psychological progress of contacts on any account.
Our ADRs stay connected with Fleet’s engineering team to keep technical knowledge current and to coordinate any outreach. Everyone’s time is valuable, and this approach ensures that prospects have direct access to engineers who speak their language. (Munki, DDM, patch management, EPSS, etc.)
## Proof of value (POV)
When the prospect is ready to "kick the tires/do a POC", the opportunity is moved to "Stage 3 - Requested POV" in Salesforce. The AE and SC work together with the prospect to define a timeline and the "definition of done" in order to scope the POV. This planning helps us avoid costly detours that can take a long time, and result in folks getting lost.
### Spin up a POV
You can set up a Fleet Managed Cloud environment for a prospect with >300 hosts, or you can help them generate a trial license key to configure on their own self-managed Fleet server.
- **To set up a new Fleet Managed Cloud environment** for a user: First, [create a "New customer environment" issue](https://fleetdm.com/docs/configuration/fleet-server-configuration#license-key). Then, once the environment is set up, you'll get a notification and you can let the user know.
- **To set up only a trial license key** for a user's self-managed Fleet server: Point the user towards fleetdm.com/start, where they can sign up and choose to "Run your own trial with Docker". On that page, they'll see a license key located in the `fleectl preview` CLI instructions, and they can configure this by copying and pasting it as the [`FLEET_LICENSE_KEY`](https://fleetdm.com/docs/configuration/fleet-server-configuration#license-key) environment variable on the server(s) where Fleet is deployed.
## Signatures
### Getting a contract reviewed
The [Digital Experience team](https://fleetdm.com/handbook/digital-experience#team) will review all contracts within **2 business days**.
> If a document is ready for signature and does not need to be reviewed or negotiated, you can skip the review process and [get the contract signed](https://fleetdm.com/handbook/company/communications#getting-a-contract-signed). Please submit other legal questions and requests to [Digital Experience](https://fleetdm.com/handbook/digital-experience#contact-us).
To get a contract reviewed, complete the [contract review issue template in GitHub](https://github.com/fleetdm/confidential/issues/new?assignees=hollidayn&labels=%23g-digital-experience&projects=&template=contract-review.md&title=Review%3A++%F0%9F%96%8B%EF%B8%8F+__________________________). Upload the docx version whenever possible and be sure to include the link to the document in the issue. Follow-up comments should be made in the GitHub issue and in the document itself to avoid losing context.
If an agreement requires additional review during the negotiation process, the requestor will need to upload the new draft agreement and repeat the process. When no further review or action is required, the requestor is responsible for [routing the document](https://fleetdm.com/handbook/company/communications#getting-a-contract-signed) for signature.
### Getting a contract signed
The SLA for contract signature is **2 business days**. Please do not follow up on signatures unless this time has elapsed. If a contract is ready for signature and **DOES NOT** require [review or revision](https://fleetdm.com/handbook/company/communications#getting-a-contract-reviewed) (i.e. no contract review issue necessary), follow the steps below:
First, log into DocuSign (credentials in 1Password) and route the agreement to the CEO for signature. When a contract is going to be routed for signature by someone outside of Fleet (i.e. the vendor or customer), the requestor is responsible for working with the other party to make sure the document gets routed to the CEO for signature.
Then, at-mention the [Head of Digital Experience](https://fleetdm.com/handbook/digital-experience#team) in the appropriate internal Slack channel (e.g. op channel, #g-digital-experience) with the following template:
```
@Sam Pfluger - :writing_hand Signature request
The following contract is ready to sign and has been routed to the CEO for signature: CONTRACT_DOC_URL_FROM_GOOGLE_DRIVE
```
Please use [Fleet's billing email address](https://fleetdm.com/handbook/company/communications#email-relays) for all contracts and never include individual emails in any company agreement. If the agreement includes any individual emails, please remove them before routing the agreement to the CEO for signature.
### Vendor questionnaires
Occasionally, prospective customers will ask us to complete a questionnaire. In responding to security questionnaires, Fleet endeavors to provide full transparency via our [security policies](https://fleetdm.com/handbook/digital-experience/security#security-policies), [trust](https://trust.fleetdm.com/), and [application security](https://fleetdm.com/handbook/digital-experience/security#application-security) documentation. In addition to this documentation, please refer to [the vendor questionnaires page](https://fleetdm.com/handbook/digital-experience//security#vendor-questionnaires). [Contact the Sales department](https://fleetdm.com/handbook/sales#contact-us) to address any pending questionnaires.
<meta name="maintainedBy" value="sampfluger88">
<meta name="title" value="🦄 Go-To-Market groups">
handbook/customer-success/README.md
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| Role | Contributor(s) |
|:--------------------------------------|:------------------------------------------------------------------------------------------------------------------------|
| VP of Customer Success | [Zay Hanlon](https://www.linkedin.com/in/zayhanlon/) _([@zayhanlon](https://github.com/zayhanlon))_
| Infrastructure Engineer | [Robert Fairburn](https://www.linkedin.com/in/robert-fairburn/) _([@rfairburn](https://github.com/rfairburn))_ <br> [Jorge Falcon](https://www.linkedin.com/in/falcon-jorge/) _([@BCTBB](https://github.com/BCTBB))_
| Customer Support (CSE/CSA) | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_ <br> [Rebecca Cowart](https://www.linkedin.com/in/rebeccaui/) _([@rebeccaui](https://github.com/rebeccaui))_ <br> [Mason Buettner](https://www.linkedin.com/in/mason-buettner-b72959175/) _([@mason-buettner](https://github.com/mason-buettner))_ <br> [Brock Walters (CSA)](https://www.linkedin.com/in/brock-walters-247a2990/) _([@nonpunctual](https://github.com/nonpunctual))_ <br> [Dale Ribeiro (CSA)](https://www.linkedin.com/in/daleribeiro/) _([@ddribeiro](https://github.com/ddribeiro))_ <br> Ben Edwards _([@edwardsb](https://github.com/edwardsb))_
| Customer Success Manager (CSM) | [Jason Lewis](https://www.linkedin.com/in/jlewis0451/) _([@patagonia121](https://github.com/patagonia121))_ <br> [Michael Pinto](https://www.linkedin.com/in/michael-pinto-a06b4515a/) _([@pintomi1989](https://github.com/pintomi1989))_
| Infrastructure Engineer | [Robert Fairburn](https://www.linkedin.com/in/robert-fairburn/) _([@rfairburn](https://github.com/rfairburn))_ <br> [Jorge Falcon](https://www.linkedin.com/in/falcon-jorge/) _([@BCTBB](https://github.com/bctbb))_
| Technical Evangelist | [Zach Wasserman](https://www.linkedin.com/in/zacharywasserman/) _([@zwass](https://github.com/zwass))_
| Customer Sucess Architect (CSA) | [Brock Walters (CSA)](https://www.linkedin.com/in/brock-walters-247a2990/) _([@nonpunctual](https://github.com/nonpunctual))_ <br> [Dale Ribeiro (CSA)](https://www.linkedin.com/in/daleribeiro/) _([@ddribeiro](https://github.com/ddribeiro))_
| Customer Success Manager (CSM) | <sup><sub> _See [🦄 Go-To-Market groups](https://fleetdm.com/handbook/company/go-to-market-groups#current-gtm-groups)
| Customer Support Engineer (CSE) | <sup><sub> _See [🦄 Go-To-Market groups](https://fleetdm.com/handbook/company/go-to-market-groups#current-gtm-groups)
## Contact us
handbook/digital-experience/README.md
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|:--------------------------------|:----------------------------------------------------------------------|
| [CEO](https://fleetdm.com/handbook/company/leadership#ceo-flaws) | [Mike McNeil](https://www.linkedin.com/in/mikermcneil) _([@mikermcneil](https://github.com/mikermcneil))_
| Head of People / HR / Legal | <sup><sub> See [CEO](https://www.fleetdm.com/handbook/digital-experience#team) <sup><sub>
| Apprentice to the CEO | <sup><sub> See [Head of Digital Experience](https://www.fleetdm.com/handbook/digital-experience#team) <sup><sub>
| Head of Digital Experience | [Sam Pfluger](https://www.linkedin.com/in/sampfluger88/) _([@sampfluger88](https://github.com/sampfluger88))_
| Apprentice | [Savannah Friend](https://www.linkedin.com/in/savannah-friend-2b1a53148/) _([@sfriendlee](https://github.com/sfriendlee))_
| Head of Design | [Mike Thomas](https://www.linkedin.com/in/mike-thomas-52277938) _([@mike-j-thomas](https://github.com/mike-j-thomas))_
@@ -35,6 +34,17 @@ The Digital Experience department is directly responsible for the culture, train
> _**Note:** If a user story involves only changes to fleetdm.com, without changing the core product, then that user story is prioritized, drafted, implemented, and shipped by the [Digital Experience](https://fleetdm.com/handbook/digital-experience) department. Otherwise, if the story **also** involves changes to the core product **as well as** fleetdm.com, then that user story is prioritized, drafted, implemented, and shipped by [the other relevant product group](https://fleetdm.com/handbook/company/product-groups#current-product-groups), and not by `#g-digital-experience`._
### Respond to a "Contact us" submission
1. Check the [_from-prospective-customers](https://fleetdm.slack.com/archives/C01HE9GQW6B) Slack channel for "Contact us" submissions.
2. Mark submission as seen with the "👀" emoji.
3. Within 4 business hours, use the [_from-prospective-customers workflow (private Google doc)](https://docs.google.com/document/d/1D02k0tc5v-sEJ4uahAouuqnvZ6phxA_gP-IqmkBdMTE/edit) to respond to general asks. Follow the "High-level workflow" to understand how to respond and who to loop into the conversation.
4. Answer any technical questions to the best of your ability. If you are unable to answer a technical/product question, ask a Solutions Consultant in `#help-solutions-consulting`. If an SC is unavailable, post in `#g-mdm`or `#g-endpoint-ops`and notify @on-call.
5. Mark the Slack message as complete with the "✅" emoji.
> For any support-related questions, forward the submission to [Fleet's support team](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#heading=h.wqalwz1je6rq).
### QA a change to fleetdm.com
Each PR to the website is manually checked for quality and tested before going live on fleetdm.com. To test any change to fleetdm.com
@@ -105,17 +115,6 @@ A [browser compatibility check](https://www.loom.com/share/4b1945ccffa14b7daca8a
- If in doubt about anything regarding design or layout, please reach out to the [Head of Design](https://fleetdm.com/handbook/digital-experience#team).
### Export an image for fleetdm.com
In Figma:
1. Select the layers you want to export.
2. Confirm export settings and naming convention:
- Item name - color variant - (CSS)size - @2x.fileformat (e.g., `os-macos-black-16x16@2x.png`)
- Note that the dimensions in the filename are in CSS pixels. In this example, if you opened it in preview, the image would actually have dimensions of 32x32px but in the filename, and in HTML/CSS, we'll size it as if it were 16x16. This is so that we support retina displays by default.
- File extension might be .jpg or .png.
- Avoid using SVGs or icon fonts.
3. Click the __Export__ button.
<!-- Commenting this out as we don't have any planned landing pages in the future see: https://github.com/fleetdm/fleet/issues/21117
### Generate a new landing page
handbook/marketing/README.md
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### Measure intent signals
Intent signals help measure an individual's current level of engagement with the Fleet brand. Use the following steps to decide if:
(a) A contact and/or account needs to be created/updated.
(b) An account should be prioritized for [manual research](https://fleetdm.com/handbook/marketing#research-an-account).
(c) An account/contact would benefit from a sales conversation.
(in order of how worthwhile it is to spend time looking at the intent signal)
1. Accounts currently assigned to reps (i.e. pipeline + stage0 + pre-pipeline IQMs).
2. Accounts with trending psychological progression (as measured by fleetdm.com website signups (i.e. new contacts ± contacts that have increased their psystage to a certain point).
3. Accounts that fleeties have suggested to go after in ABM maneuver sheet.
4. [MacAdmins Slack traffic](https://macadmins.slack.com/archives/C0214NELAE7/p1722561481530559) in the #fleet AND #osquery channels (channel joins, posts, reactions, thread replies, thread reactions).
5. [LinkedIn page follows](https://www.linkedin.com/company/71111416/admin/analytics/followers/).
6. [GitHub stars to fleetdm/fleet](https://github.com/fleetdm/fleet/stargazers) from non-fleeties.
To measure and process intent signals, follow the steps in the [🦄⚡️🌐 Go-To-Market strategy doc (confidential)](https://github.com/fleetdm/confidential/edit/main/go-to-market-strategy.md#process-intent-signals).
### Research an account
Follow these steps to research an account and move it toward sales-readiness **after** discovering [relevant intent signals](https://fleetdm.com/handbook/marketing#measure-intent-signals).
1. Create the account in SalesForce if it doesn't already exist.
2. Update any incorrect, mistagged, or incomplete contacts already on the account and merge any duplicates that are found. Verify the following data is current for each existing contact:
- "Title"
- "Role"
- "Primary buying situation"
- "LinkedIn"
- "Psychological stage"
- "intent signals"
3. If you any reason that the account organization wouldn't benefit from a relationship with Fleet, change the "Type" to "Distraction" stop here. If you haven't disqualified the account at this point, update the "Marketing stage" to "Research-ready".
After an account is marked "[Research-ready](https://fleetdm.lightning.force.com/lightning/r/Report/00OUG000001LerV2AS/view?queryScope=userFolders)":
1. Research missing contacts and add them to salesforce if they are real by using the [ABM maneuvers spreadsheet](https://docs.google.com/spreadsheets/d/1ijtBKTjPg_AodnKEZY0ivia70ttDR3VMURT8rpYwYiw/edit?gid=0#gid=0) to generate a Sales Nav search. Make sure they have "role", "buying situation", "linkedinUrl", "psychological stage", "intent signals" completely filled out and correct.
2. For "Contact source" for any new contacts, use "Manual research".
3. Rank the account in terms of closability and fit based on what we see from it and its contacts. Mark any account that is not a fit as "Distraction" instead of "Prospect".
4. Research and discover mutual connections between fleeties and Mac admin community members within those contacts to help determine fit.
5. Check Snitcher activity for the account and the psystages of its contacts in Salesforce.
6. Update the "marketing stage" AND "type" accordingly (qualify or disqualify based on whether the contacts look good). Start running ABM ads on the account if moving it to "Ads running" for a total of 60 days otherwise, stop them if moving it out of "Ads running".
to research an account, follow the steps in the follow the steps in the [🦄⚡️🌐 Go-To-Market strategy doc (confidential)](https://github.com/fleetdm/confidential/edit/main/go-to-market-strategy.md#research-an-account) and move it toward sales-readiness **after** discovering [relevant intent signals](https://fleetdm.com/handbook/marketing#measure-intent-signals).
### Promote a post on LinkedIn
@@ -124,17 +91,6 @@ The Head of Marketing is the DRI for deploying Fleet's outward-facing content. T
- Finally, qualify or disqualify any newly-entered event ideas by either verifying and setting the buying situation, or removing the event idea from the spreadsheet.
### Respond to a "Contact us" submission
1. Check the [_from-prospective-customers](https://fleetdm.slack.com/archives/C01HE9GQW6B) Slack channel for "Contact us" submissions.
2. Mark submission as seen with the "👀" emoji.
3. Within 4 business hours, use the [_from-prospective-customers workflow (private Google doc)](https://docs.google.com/document/d/1D02k0tc5v-sEJ4uahAouuqnvZ6phxA_gP-IqmkBdMTE/edit) to respond to general asks. Follow the "High-level workflow" to understand how to respond and who to loop into the conversation.
4. Answer any technical questions to the best of your ability. If you are unable to answer a technical/product question, ask a Solutions Consultant in `#help-solutions-consulting`. If an SC is unavailable, post in `#g-mdm`or `#g-endpoint-ops`and notify @on-call.
5. Mark the Slack message as complete with the "✅" emoji.
> For any support-related questions, forward the submission to [Fleet's support team](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#heading=h.wqalwz1je6rq).
### Book an event
Fleet's Head of Marketing is responsible for booking events that Fleet has chosen to attend and/or sponsor. To book an event, complete the steps in each event issue. Contact the [🫧 Head of Marketing](https://fleetdm.com/handbook/marketing#team) as needed with any questions or blockers to booking an event.
handbook/sales/README.md
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@@ -6,11 +6,9 @@ This handbook page details processes specific to working [with](#contact-us) and
## Team
| Role                                  | Contributor(s) |
|:--------------------------------------|:------------------------------------------------------------------------------------------------------------------------|
| Chief Revenue Officer (CRO) | [Alex Mitchell](https://www.linkedin.com/in/alexandercmitchell/) _([@alexmitchelliii](https://github.com/alexmitchelliii))_
| Solutions Consulting (SC) | [Allen Houchins](https://www.linkedin.com/in/allenhouchins/) _([@allenhouchins](https://github.com/allenhouchins))_ <br> [Harrison Ravazzolo](https://www.linkedin.com/in/harrison-ravazzolo/) _([@harrisonravazzolo](https://github.com/harrisonravazzolo))_
| Channel Sales | [Tom Ostertag](https://www.linkedin.com/in/tom-ostertag-77212791/) _([@tomostertag](https://github.com/TomOstertag))_
| Account Executive (AE) | [Patricia Ambrus](https://www.linkedin.com/in/pambrus/) _([@ambrusps](https://github.com/ambrusps))_ <br> [Anthony Snyder](https://www.linkedin.com/in/anthonysnyder8/) _([@anthonysnyder8](https://github.com/AnthonySnyder8))_ <br> [Paul Tardif](https://www.linkedin.com/in/paul-t-750833/) _([@phtardif1](https://github.com/phtardif1))_ <br> [Kendra McKeever](https://www.linkedin.com/in/kendramckeever/) _([@KendraAtFleet](https://github.com/KendraAtFleet))_
|:--------------------------------------|:------------------------------------------------------------------------------------------|
| Head of Customers | [Alex Mitchell](https://www.linkedin.com/in/alexandercmitchell/) _([@alexmitchelliii](https://github.com/alexmitchelliii))_
| Account Executive (AE) | <sup><sub> _See [🦄 Go-To-Market groups](https://fleetdm.com/handbook/company/go-to-market-groups#current-gtm-groups)
## Contact us
@@ -25,23 +23,6 @@ This handbook page details processes specific to working [with](#contact-us) and
The Sales department is directly responsible for attaining the revenue goals of Fleet and helping to deliver upon our customers' objectives.
### Communicate marketing priority level
All GTM stakeholders are responsible for communicating when a new or existing prospect is actively intriged. AEs, ADRs, and operations team members use multiple tools and [CRM reports](https://fleetdm.lightning.force.com/lightning/o/Report/home?queryScope=mru) to collect this data. Once you've identified an account as active, use the following steps to add an account to the "[🆘 Marketing priority list](https://fleetdm.lightning.force.com/lightning/r/Report/00OUG000002MuC52AK/view?queryScope=userFolders)":
1. Find the account in Salesforce.
2. Click the "🕹️ GTM actions" tab.
3. Set the account's "Marketing stage" to indicate the desired next step to move this account forward.
4. Set the account's "Marketing priority level" to indicate how time-sensitive the next step is.
5. Add any necessary context to the "Marketing priority context" field to help guide the ADR as they review the account (e.g. "Research for MDM expansion").
### Set up a Fleet trial
You can set up a Fleet Managed Cloud environment for a prospect with >300 hosts, or you can help them generate a trial license key to configure on their own self-managed Fleet server.
- **To set up a new Fleet Managed Cloud environment** for a user: First, [create a "New customer environment" issue](https://fleetdm.com/docs/configuration/fleet-server-configuration#license-key). Then, once the environment is set up, you'll get a notification and you can let the user know.
- **To set up only a trial license key** for a user's self-managed Fleet server: Point the user towards fleetdm.com/start, where they can sign up and choose to "Run your own trial with Docker". On that page, they'll see a license key located in the `fleectl preview` CLI instructions, and they can configure this by copying and pasting it as the [`FLEET_LICENSE_KEY`](https://fleetdm.com/docs/configuration/fleet-server-configuration#license-key) environment variable on the server(s) where Fleet is deployed.
### Demo Fleet to a prospect
To run a demo for a prospect, follow the relevant steps in ["Why Fleet?"](https://docs.google.com/document/d/1E0VU4AcB6UTVRd4JKD45Saxh9Gz-mkO3LnGSTBDLEZo/edit#heading=h.vfxwnwufxzzi)
@@ -115,7 +96,7 @@ Once an order form has been signed by both Fleet and the new customer, create an
### Process a security questionnaire
- The AE will [use the handbook](https://fleetdm.com/handbook/company/communications#vendor-questionnaires) to answer most of the questions with links to appropriate sections in the handbook. After this first pass has been completed, and if there are outstanding questions, the AE will [assign the issue to Digital Experience (#g-digital-experience)](https://fleetdm.com/handbook/digital-experience#contact-us) with a requested timeline for completion defined.
- The AE will [use the handbook](https://fleetdm.com/handbook/company/communications#vendor-questionnaires) to answer most of the questions with links to appropriate sections in the handbook. After this first pass has been completed, and if there are outstanding questions, the AE will [assign the issue to Digital Experience (#g-digital-experience)](https://fleetdm.com/handbook/digital-experience#contact-us) with a requested timeline for completion defined.
- Digital Experience consults the handbook to validate that nothing was missed by the AE. After the second pass has been completed, and if there are outstanding questions, Digital Experience will [reassign the issue to Sales (#g-sales)](https://fleetdm.com/handbook/sales#contact-us) for intake.
- The issue will be assigned to the Solutions Consultant (SC) associated to the opportunity in order to complete any unanswered questions.
- The SC will search for unanswered questions and confirm again that nothing was missed from the handbook. Content missing from the handbook will need to be added via PR by the SC. Any unanswered questions after this pass has been completed by the SC will need to be [escalated to the Infrastructure team (#g-customer-success)](https://fleetdm.com/handbook/customer-success#contact-us) with the requested timeline for completion defined in the issue. Once complete, the infra team will assign the issue back to the #g-sales board.
website/.sailsrc
Vendored
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@@ -8,4 +8,4 @@
"sails": "1.2.5",
"sails-generate": "2.0.0"
}
}
}