An open letter about root cause #2962
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virginiaulrich
requested review from
abeatrix,
adeola-ak,
airamare01,
beyang,
christinaforney,
DaedalusG,
nicksnyder and
northyg
airamare01
approved these changes
Apr 22, 2021
beyang
reviewed
Apr 22, 2021
beyang
reviewed
Apr 22, 2021
beyang
reviewed
Apr 22, 2021
abeatrix
approved these changes
Apr 22, 2021
Co-authored-by: Beyang Liu <beyang@sourcegraph.com>
Co-authored-by: Beyang Liu <beyang@sourcegraph.com>
Co-authored-by: Beyang Liu <beyang@sourcegraph.com>
christinaforney
approved these changes
Apr 22, 2021
handbook/support/root-cause.md
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| 1. Ask yourself: How confident am I that this won't happen again; that we have done something to ensure this customer and/or other customers will not have to deal with this issue in the future? If you are not super confident, how will you reassure the customer you have done what is in their best interest and maintain their trust? | ||
| 2. Not super confident ... remind yourself and your teammates in engineering what needs to be done. | ||
| 1. We need to get the customer into a working state as soon as possible, always | ||
| 2. Then, we need to figure out how lasting that fix is so we can gauge how to plan for a lasting fix | ||
| 3. File a defect or product improvement in the public tracker (the nature of the issue will determine which) and the product/engineering team can schedule the work for the lasting fix in to an upcoming iteration | ||
| 3. Share the Github link with the customer so they can follow along on progress and remind them they can ask for updates there, or in the shared Slack channel, or by emailing support@sourcegraph.com, or by talking with their CE. |
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| 1. Ask yourself: How confident am I that this won't happen again; that we have done something to ensure this customer and/or other customers will not have to deal with this issue in the future? If you are not super confident, how will you reassure the customer you have done what is in their best interest and maintain their trust? | |
| 2. Not super confident ... remind yourself and your teammates in engineering what needs to be done. | |
| 1. We need to get the customer into a working state as soon as possible, always | |
| 2. Then, we need to figure out how lasting that fix is so we can gauge how to plan for a lasting fix | |
| 3. File a defect or product improvement in the public tracker (the nature of the issue will determine which) and the product/engineering team can schedule the work for the lasting fix in to an upcoming iteration | |
| 3. Share the Github link with the customer so they can follow along on progress and remind them they can ask for updates there, or in the shared Slack channel, or by emailing support@sourcegraph.com, or by talking with their CE. | |
| 1. Ask yourself: How confident am I that this won't happen again; that we have done something to ensure this customer and/or other customers will not have to deal with this issue in the future? If you are not super confident, how will you reassure the customer you have done what is in their best interest and maintain their trust? | |
| 1. Not super confident ... remind yourself and your teammates in engineering what needs to be done. | |
| 1. We need to get the customer into a working state as soon as possible, always | |
| 1. Then, we need to figure out how lasting that fix is so we can gauge how to plan for a lasting fix | |
| 1. File a defect or product improvement in the public tracker (the nature of the issue will determine which) and the product/engineering team can schedule the work for the lasting fix in to an upcoming iteration | |
| 1. Share the Github link with the customer so they can follow along on progress and remind them they can ask for updates there, or in the shared Slack channel, or by emailing support@sourcegraph.com, or by talking with their CE. |
adeola-ak
approved these changes
Apr 22, 2021
Co-authored-by: Christina Forney <christina@sourcegraph.com>
Co-authored-by: Christina Forney <christina@sourcegraph.com>
|
@northyg I am going to go ahead and publish this now. I know you will read it when you are able to. |
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This isn't so much about process, as it is about framing and remembering -- something to refer back to when we need inspiration