diff --git a/handbook/customers/README.md b/handbook/customers/README.md index d29edd7c15..878c80cad3 100644 --- a/handbook/customers/README.md +++ b/handbook/customers/README.md @@ -26,29 +26,10 @@ The Sales department is directly responsible for attaining the revenue goals of - If urgent, or if you need help submiting your request, mention a [team member](#team) in the [#g-sales](https://fleetdm.slack.com/archives/C030A767HQV) Slack channel. -## Sales -The Fleet Customer team embodies [our values](https://fleetdm.com/handbook/company#values) in every aspect of our work. We prioritize efficiency in our processes and operations. We succeed because of transparent, cross-functional collaboration. We are committed to hiring for and celebrating diversity, and we strive to create an environment of inclusiveness and belonging for all. We embrace a spirit of iteration, understanding that we can always improve. - -Fleet's main source for prospects to learn about the company and its offerings is our website, fleetdm.com. There are many places across the website for prospects to ask for more information, request merchandise, try the product and even purchase licenses directly. If the user experience in any of these locations asks for an email address or other contact information, Fleet may use that contact information for follow-up, including sales and marketing purposes. That contact information is for Fleet's sole use, and we do not give or sell that information to any third parties. - - ## Customer codenames Occasionally, we will need to track public issues for customers that wish to remain anonymous on our public issue tracker. To do this, we choose an appropriate minor planet name from this [Wikipedia page](https://en.wikipedia.org/wiki/List_of_named_minor_planets_(alphabetical)) and create a label which we attach to the issue and any future issues for this customer. -## Outreach -At Fleet we use Outreach for sending emails to community members based on triggers or as part of campaigns. To get access to Outreach ask for a license in `#g-business-operations` [Internal video](https://www.loom.com/share/16bdb5dce92649f79aecb89112d95745)(Internal doc). We also use LinkedIn to connect and communicate with community members, prospects and customers. The CEO is DRI for all outbound messaging efforts with the CRO as backup. Fleeties please confer with the CRO before engaging in any outbound messaging. - -### Outreach one-pager -Our one-pager offers a summary of what Fleet does. It can help stakeholders become familiar with the company and product while also being a useful tool the Growth team uses for sales outreach. Find Fleet's outreach one-pager [here](https://drive.google.com/file/d/1FS7Nkh_izwRqNsupx_KKUaK9bXzlQ_6r/view?usp=sharing). - -### Intro deck -Fleet's intro deck adds additional detail to our pitch. Find it in [pdf](https://drive.google.com/file/d/1onSXxQgYPwt1plAfBY4dG34uXabtd25T/view?usp=share_link). - -### Intro video -Fleet's intro video shows how to get started with Fleet as an admin. Find it on [YouTube](https://www.youtube.com/watch?v=rVxSgvKjrWo). - - ## Contacting Fleet: customer support service level agreements (SLA's) ### Fleet Free @@ -69,16 +50,6 @@ Note: If you're using Fleet Free, you can also access community support by openi Note: Fleet business hours for support are Monday-Friday, 7AM-4PM Pacific Time, excluding current U.S. federal holidays during which responses may be delayed for Medium and Low impact issues. Fleeties can find Fleet general contact information [here](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit). -### Fleet Ultimate -| 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. | Call or text the emergency support phone number in your Fleet contract.

Email via the emergency support email address provided in your contract. | **≤1 hour or ≤2 hours** outside of business hours | -| High (P1) | Fleet is highly degraded with significant business impact. | Expedited phone/chat/email support during business hours.

Email the contact address provided in your Fleet contract or chat with us via your dedicated private Slack channel | **≤2 hours or ≤4 hours** outside of 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 business day | - -Note: Fleet business hours for support are Monday-Friday, 7AM-4PM Pacific Time, excluding current U.S. federal holidays during which responses may be delayed for Medium and Low impact issues. - #### Flow of communication in the event of an emergency (P0) request ![Screen Shot 2022-12-05 at 10 22 43 AM](https://user-images.githubusercontent.com/114112018/205676145-38491aa2-288d-4a6c-a611-a96b5a87a0f0.png) @@ -111,59 +82,10 @@ There are three different situations when a customer support request could resul - New customer channels that the automation will run in must be configured manually. Submit requests for additions during automation office hours. - New tickets created from thread replies will contain a link to the slack thread, but will only have the new message. - This zap does not support file uploads and attachments. Tickets created for messages with images attached will not have the attachments, and the automation will not run if someone uploads a file without a message. - -## Fleet's W-9 -A recent signed copy of Fleet's W-9 form can be found in [this confidential PDF in Google Drive](https://drive.google.com/file/d/1ugXazEBk1oVm_LqGbYNsIFECcv5jXLA9/view?usp=drivesdk). - -## Paying Fleet -For customers with hundreds or more hosts, Fleet accepts payment via wire transfer or electronic debit (ACH/SWIFT). - -Fleet team members can provide remittance information to customers by exporting ["💸 Paying Fleet"](https://docs.google.com/document/d/1KP_-x9c1x3sS1X9Q8Wlib2H7tq69xRONn1KMA3nVFQc/edit) into a PDF. - - -## Solutions consultant -What is it like to be a Solutions Consultant at Fleet? What do you do every day? What does the path to success look like in this role and what can you do to contribute quickly at Fleet? - -### Within 30 days -- assess and absorb information -* Being new to the company, you have fresh eyes. Document everything that seems odd to you (process, product). -* Begin working on domain and product knowledge acquisition. Complete guides found at https://fleetdm.com/guides. -* Be a prospect. Sign up for a Fleet account and try [`fleetctl preview`](https://fleetdm.com/try-fleet/fleetctl-preview). What makes sense? What doesn't? Document. -* Understand Fleet value drivers. Why do Fleet Community users want to give us money to upgrade to Premium? -* Complete consensus training videos (see the "Description" field in the `#help-consensus-tool` slack channel. -* Review [gong](https://gong.io) calls. -* Get trained on [Demo2Win](https://2winglobal.com/about-you/pre-sales/) - -### Within 60 days -- synthesize -* Take what you've learned in Demo2Win training and build out some killer enterprise demo workflows / playbooks. See below for video content. -* Build video content with [Consensus](https://app.goconsensus.com/). Aim to produce a video per week. -* Supplemental domain training. Checkout [DFIR Diva](https://training.dfirdiva.com/) and [Cybrary - SecurityOnion](https://app.cybrary.it/browse/course/security-onion) and block time in your calendar appropriately for learning about one new topic per month. -* Get involved in the community. Are there any local meetups that you can attend? -* Work the Slack support channels alongside the Customer Success Engineers. - -### Within 90 days + -- contribute -* Build and maintain [success criteria documentation](https://docs.google.com/document/d/1TNhUMgxXHDuuuH8rirtwZs_TF9iVUiOrL9r2kJ6sWZA/edit?usp=drive_link) with all prospects. -* Expand "Deployment Guides" to include steps for GCP and Azure. -* Interesting integrations / collaborations to work on. - -#### Demo environment -* Have a quiet place available. -* Ensure you have a backup source of power. Not just your laptop battery. -* Multiple monitors are your friend. -* Demo from a clean "demo" browser profile. Clear your desktop. -* Pause desktop notifications. - -#### Avoid these demo gotchas -* Showing absolutely everything the product does before you've done a technical discovery. Sometimes even a brief discovery prior to demo will hone your focus for the demo. -* Arriving to the demo without a plan. Ensure that you have a pre-call strategy meeting with your AE prior to the external call. Understand who you are presenting to. [Look at some tips on walnut.io](https://www.walnut.io/post/7-sales-demo-mistakes-and-how-to-avoid-them) -* Conducting a product training -* Live troubleshooting. We all love to solve problems, but don't get de-railed from showing value to your audience. -* Talking over your prospect. [Just don't do it](https://emissary.io/cardinal-sins-of-sales-demos/). - -