diff --git a/handbook/business-operations/README.md b/handbook/business-operations/README.md index fef2b819df..1b4cf2b706 100644 --- a/handbook/business-operations/README.md +++ b/handbook/business-operations/README.md @@ -1,5 +1,82 @@ # Business Operations +Welcome to the Business Operations (or BizOps) handbook! The BizOps handbook serves as an informational, how-to guide for Fleeties, and supports Fleet's mission by enabling team members to make meaningful contributions in alignment with our values. If you can not find what you are looking for please use the [intake process](https://fleetdm.com/handbook/business-operations#intake) to make a request of the team. +The BizOps group works together as one team, made up of People Operations (POps), Finance Operations (FinOps), Legal Operations (LegalOps), IT Operations (ITOps), and Revenue Operations (RevOps). + +## Intake +To make a request of the business operations department, [create an issue using one of our issue templates](https://github.com/fleetdm/confidential/issues/new/choose). If you don't see what you need, or you are unsure, [create a custom request issue](https://github.com/fleetdm/confidential/issues/new/choose) and someone in business operations will reply within 1 business day. + +> If you're not sure that your request can wait that long, then please ask for urgent help in our group Slack channel: `#g-business-operations`. Only use this approach or at-mention contributors in business operations directly in urgent situations. Otherwise, create an issue. + +## Kanban +Any Fleet team member can [view the ๐Ÿ”ฆ#g-business-operations kanban board](https://app.zenhub.com/workspaces/-g-business-operations-63f3dc3cc931f6247fcf55a9/board?sprints=none) (confidential) for this department, including pending tasks in the active sprint and any new requests. + +## Levels of confidentiality + +- *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 founders of Fleet, business operations, and/or the people involved. e.g., US social security numbers during hiring)_ + +> TODO: extrapolate to "why this way" page + +## Rituals +The following table lists this group's rituals, frequency, and Directly Responsible Individual (DRI). + +| Ritual | Frequency | Description | [DRI](https://fleetdm.com/handbook/company/why-this-way#why-group-slack-channels) | +|:-----------------------------|:-----------------------------|:----------------------------------------------------|-------------------| +| Key review | every three weeks | Every release cycle, a key review deck is prepared and presented. | Head of Business Operations | +| Informing managers about hours worked | Weekly | See [Informing managers about hours worked"](https://fleetdm.com/handbook/business-operations#informing-managers-about-hours-worked). | Head of Business Operations | +| Payroll | Monthly before payroll runs | Every month, Mike McNeil audits the payroll platforms for accuracy. | Head of Business Operations | +| US contractor payroll | Monthly | Sync contractor hours to payments in Gusto and run payroll for the month. | Head of Business Operations | +| Commission payroll | Monthly | Use the [commission calculator](https://docs.google.com/spreadsheets/d/1vw6Q7kCC7-FdG5Fgx3ghgUdQiF2qwxk6njgK6z8_O9U/edit#gid=0) to determine the commission payroll to be run in Gusto. | Taylor Hughes | +| Revenue report | Weekly | At the start of every week, check the Salesforce reports for past due invoices, non-invoiced opportunities, and past due renewals. Report any findings to in the `#g-sales` channel by mentioning Alex Mitchell and Mike McNeil. | Taylor Hughes | +| Monthly accounting | Monthly | Create [the monthly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps. | Nathanael Holliday | +| Quarterly grants | Quarterly | Create [the quarterly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps. | Nathanael Holliday | +| AP invoice monitoring | Weekly | Look for new accounts payable invoices and make sure that Fleet's suppliers are paid. | Nathanael Holliday | +| Tax preparation | Annually on the first week of March | Provide information to tax team with Deloitte and assist with filing and paying state and federal returns | Nathanael Holliday | +| Vanta check | Monthly | Look for any new actions in Vanta due in the upcoming months and create issues to ensure they're done on time. | Nathan Holliday | +| Investor reporting | Quarterly | Provide updated metrics for CRV in Chronograph. | Nathanael Holliday | +| Applicant forwarding | Daily | Whenever an application notification arrives in the BizOps slack channel, forward this notification to the hiring channel for that position. | Joanne Stableford | + + + + + +### Weekly updates + +Please see [handbook/company/ceo-handbook#weekly-updates](https://fleetdm.com/handbook/company/ceo-handbook#weekly-updates) + +### Key reviews +Every release cycle, each department leader prepares a [key review deck](https://about.gitlab.com/handbook/key-review/#purpose) and presents it to the CEO. In this deck, the department will highlight KPI metrics (numbers measuring everyday excellence) and progress of timebound goals for a particular quarter (OKRs). The information for creating this deck is located in the ["๐ŸŒˆ Fleet" Google drive](https://drive.google.com/drive/folders/1lizTSi7YotG_zA7zJeHuOXTg_KF1Ji8k) using ["How to create key review"](https://docs.google.com/document/d/1PDwJL0HiCz-KbEGZMfldAYX_aLk5OVAU1MMSgMYYF2A/edit?usp=sharing)(internal doc). + +> TODO: extrapolate "key reviews" to fleetdm.com/handbook/company/why-this-way -- maybe a section on "why measure KPIs and set goals?" ### All hands Every month, Fleet holds a company-wide meeting called the "All hands". @@ -8,60 +85,65 @@ All team members should attend the "All hands" every month. Team members who ca "All hands" meetings are [recorded](https://us-65885.app.gong.io/conversations?workspace-id=9148397688380544352&callSearch=%7B%22search%22%3A%7B%22type%22%3A%22And%22%2C%22filters%22%3A%5B%7B%22type%22%3A%22CallTitle%22%2C%22phrase%22%3A%22all%20hands%22%7D%5D%7D%7D) and have [slides](https://drive.google.com/drive/folders/1cw_lL3_Xu9ZOXKGPghh8F4tc0ND9kQeY) available. -### Key reviews -Every release cycle, each department leader prepares a [key review deck](https://about.gitlab.com/handbook/key-review/#purpose) and presents it to the CEO. In this deck, the department will highlight KPI metrics (numbers measuring everyday excellence) and progress of timebound goals for a particular quarter (OKRs). The information for creating this deck is located in the ["๐ŸŒˆ Fleet" Google drive](https://drive.google.com/drive/folders/1lizTSi7YotG_zA7zJeHuOXTg_KF1Ji8k) using ["How to create key review"](https://docs.google.com/document/d/1PDwJL0HiCz-KbEGZMfldAYX_aLk5OVAU1MMSgMYYF2A/edit?usp=sharing)(internal doc). +## Trust +Fleet is successful because of our customers and community, and those relationships are built on trust. -> TODO: extrapolate "key reviews" to fleetdm.com/handbook/company/why-this-way -- maybe a section on "why measure KPIs and set goals?" +### Security +Security policies are best when they're alive, in context in how an organization operates. Fleeties carry Yubikeys, and change control of policies and access control is driven primarily through GitOps and SSO. -## Spending company money -As we continue to expand our company policies, we use [GitLab's open expense policy](https://about.gitlab.com/handbook/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. -* Be responsible for what you need to purchase or expense 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/). +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](./security.md). +## Directly responsible individuals +Please read ["Why direct responsibility?"](https://fleetdm.com/handbook/company/why-this-way#why-direct-responsibility) to learn more about DRIs. -### Attending conferences or company travel -When attending a conference or traveling for Fleet, keep the following in mind: -- $100 allowance per day for your own personal food and beverage. **(There are many good reasons to make exceptions to this guideline, such as dinners with customers. Before proceeding, please [request approval from the Head of Business Operations](https://fleetdm.com/handbook/business-operations#intake).** -- We highly recommend you order a physical Brex card if you do not have one before attending the conference. -- The monthly limit on your Brex card may need to be increased temporarily as necessary to accommodate the increased spending associated with the conference, such as travel. You can [request that here](https://fleetdm.com/handbook/business-operations#intake) by providing the following information: - - The start and end dates for your trip. - - The price of your flight (feel free to optimize a direct flight if there is one that is less than double the price of the cheapest non-direct flight). - - The price of your hotel per night (dry cleaning is allowable if the stay is over 3 days). - - The price of the admission fees if attending a conference. -- Please use your personal credit card for movies, mini bars, and entertainment. These expenses _will not_ be reimbursed. +## Slack channels +These groups maintain the following [Slack channels](https://fleetdm.com/handbook/company/why-this-way#why-group-slack-channels): +| Slack channel | [DRI](https://fleetdm.com/handbook/company/why-this-way#why-group-slack-channels) | +|:----------------------------------------|:--------------------------------------------------------------------| +| `#g-business-operations` | Joanne Stableford +| `#help-brex` | Nathan Holliday +| `#help-classified` _(ยถยถ)_ | Joanne Stableford +| `#help-onboarding` | Mike McNeil +| `#help-manage` | Mike McNeil +| `#help-open-core-ventures` _(ยถยถ)_ | Mike McNeil +| `#_security` | Zach Wasserman -### 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, please [make a request](https://fleetdm.com/handbook/business-operations#intake) 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. -- 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. +## Email relays -### Reimbursements -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/business-operations#intake). +There are several special email addresses that automatically relay messages to the appropriate people at 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. You can see a list of those email addresses in ["Contacting Fleet" (private Google doc)](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#). - +## People Operations +### Relocating +When Fleeties relocate, there are vendors that need to be notified of the change. -## Benefits +Before relocating, please [let the company know in advance](#intake) by following the directions listed in the relevant issue template ("Moving"). -### Paid time off +### People Operations rituals +#### Celebrations +At Fleet we like to celebrate sinificant milestones for our teammates! We do this in a variety of ways including company-wide slack messaging. If you would prefer we didn't celebrate your milestone, please submit an [intake issue](#intake) to ensure the team has record of your preference. + +##### Workiversaries +We're happy you've ventured a trip around the sun with Fleet- let's celebrate! The POps team will post in Slack to highlight your dedication and contribution to Fleet, giving an opportunity for teammates to thare their appreciation of your contribution! +Fleet also [evaluates and (if necessary) updates compensation decisions yearly](#compensation-changes), shortly after the anniversary of a team member's start date. + +### Benefits +In this section, you can find information about Fleet's benefit strategies and decisions. + +#### Paid time off What matters most is your results, which are driven by your focus, your availability to collaborate, and the time and consideration you put into your work. Fleet offers all team members unlimited time off. Whether you're sick, you want to take a trip, you are eager for some time to relax, or you need to get some chores done around the house, any reason is a good reason. For team members working in jurisdictions that require certain mandatory sick leave or PTO policies, Fleet complies to the extent required by law. -#### Taking time off +##### Taking time off When you take any time off, you should follow this process: - Let your manager and team know as soon as possible (i.e., post a message in your team's Slack channel with when and how long). - Find someone to cover anything that needs covering while you're out and communicate what they need to take over the responsibilities as well as who to refer to for help (e.g., meetings, planned tasks, unfinished business, important Slack/email threads, anything where someone might be depending on you). @@ -70,7 +152,7 @@ If you canโ€™t complete the above because you need to take the day off quickly d If you ever want to take a day off, and the only thing stopping you is internal (Fleetie-only) meetings, donโ€™t stress. Consider, โ€œIs this a meeting that I can reschedule to another day, or is this a meeting that can go on without me and not interfere with the companyโ€™s plans?โ€ Talk to your manager if youโ€™re unsure, but it is perfectly OK to reschedule internal meetings that can wait so that you can take a day off. This process is the same for any days you take off, whether it's a holiday or you just need a break. -### Holidays +##### Holidays At Fleet, we have team members with various employment classifications in many different countries worldwide. Fleet is a US company, but we think you should choose the days you want to work and what days you are on holiday, rather than being locked into any particular nation or culture's expectation about when to take time off. When a team member joins Fleet, they pick one of the following holiday schedules: - **Traditional**: This is based on the country where you work. Non-US team members should let their managers know the dates of national holidays. @@ -79,41 +161,40 @@ When a team member joins Fleet, they pick one of the following holiday schedules Either way, it's up to you to make sure that your responsibilities are covered, and that your team knows you're out of the office. -### New parent leave +##### New parent leave Fleet gives new parents six weeks of paid leave. After six weeks, if you don't feel ready to return yet, we'll set up a quick call to discuss and work together to come up with a plan to help you return to work gradually or when you're ready. -### Retirement contributions -#### US based team members +#### Retirement contributions +##### US based team members Commencing in August 2023, Fleet offers the ability for US based team members to contribute to a 401(k) retirement plan directly from their salary. Team members will be auto-enrolled in our plan with Guideline at a default 1% contribution unless they opt out or change their contribution amount within 30 days of commencement. Fleet currently does not match any contributions made by team members to 401(k) plans. -#### Non-US team members +##### Non-US team members Fleet meets the relevant country's retirement contribution requirements for team members outside the US. -### Relocating -When Fleeties relocate, there are vendors that need to be notified of the change. - -Before relocating, please [let the company know in advance](#intake) by following the directions listed in the relevant issue template ("Moving"). - -### Coworking +#### Coworking Your Brex card may be used for up to $500 USD per month in coworking costs. Please get prior approval by making a [custom request to the business operations team](#intake). +### Compensation +Compensation at Fleet is determined by benchmarking using [Pave](https://pave.com). Annual raises are not guaranteed, instead we ensure teammates are compensated fairly based on the role, experience, location, and performance relative to benchmarks. -## Performance feedback -At Fleet, performance feedback is a continuous process. We give feedback (particularly negative) as soon as possible. Most feedback will happen during 1:1 meetings, if not sooner. +#### Compensation changes +Fleet evaluates and (if necessary) updates compensation decisions yearly, shortly after the anniversary of a team member's start date. The process for that evaluation and update is: +- On the first Friday of the month, the Head of BizOps posts in the `#help-classified` channel with the list of teammates celebrating anniversaries over the next month. +- On the day of the fleetiversary, the Head of BizOps or executive team member will post in `#random` celebrating the tenure of the teammate. +- The Head of BizOps confers with manager or head of department and prepares compensation benchmarking data and schedules time with the CEO and CTO over an existing 1:1 to discuss if an adjustment needs to be made to compensation. +- During the 1:1 call, founders review benchmarking for role and geography, and decide if there will be an adjustment. +- Head of BizOps posts to slack in `#help-classified` with the decision on compensation changes and effective date, if any. +- If a change is to be made, the Head of BizOps communicates decision to the teammate's people manager, who then communicates to their teammate. +- Head of BizOps updates the respective payroll platform (Gusto or Plane) and [equity spreadsheet](https://docs.google.com/spreadsheets/d/1_GJlqnWWIQBiZFOoyl9YbTr72bg5qdSSp4O3kuKm1Jc/edit?usp=sharing) (internal doc). +- If an additional equity grant is part of this compensation change, the previous equity and new situation is noted in detail in the "Notes" column of the equity plan, and the "Grant started?" column is set back to "todo" to add it to the queue for the next time grants are processed (quarterly). +### Team member onboarding -## Compensation changes -Fleet's founders [evaluate and update compensation decisions yearly](#workiversaries), shortly after the anniversary of a team member's start date. - -Compensation at Fleet is determined by benchmarking (we use [Pave](https://pave.com)) with role, experience, location, and performance. Annual raises are not guaranteed, particularly when compensation is already strong relative to benchmarks. - -## Team member onboarding - -### Before the start date +#### Before the start date Fleet is open source and anyone can contribute at any time. Before a core team member's start date, they are welcome to contribute, but not expected to. -#### Recommendations for new teammates +##### Recommendations for new teammates Welcome to Fleet! 1. Understand the company @@ -123,22 +204,7 @@ Welcome to Fleet! > Please see Fleet's ["๐Ÿฅฝ Recommendations for new teammates"](https://docs.google.com/document/d/1xcnqKB9HHPd94POnZ_7LATiy_VjO2kJdbYx0SAgKVao/edit#). -#### Role-specific licenses -Certain new team members, especially in go-to-market (GTM) roles, will need paid access to paid tools like Salesforce and LinkedIn Sales Navigator immediately on their first dayย with the company. Gong licenses that other departments need may [request them from BizOps](https://fleetdm.com/handbook/business-operations#intake) and we will make sure there is no license redundancy in that department. The table below can be used to determine which paid licenses they will need, based on their role: - -| Role | Salesforce CRM | Salesforce "Inbox" | LinkedIn _(paid)_ | Gong _(paid)_ | Zoom _(paid)_ | -|:-----------------|:--|:---|:---|:---|:--| -| ๐Ÿ‹ AE | โœ… | โœ… | โœ… | โœ… | โœ… -| ๐Ÿ‹ CSM | โœ… | โœ… | โŒ | โœ… | โœ… -| ๐Ÿ‹ SA | โœ… | โœ… | โŒ | โŒ | โœ… -| ๐Ÿซง SDR | โœ… | โœ… | โœ… | โŒ | โŒ -| โš—๏ธ PM | โŒ | โŒ | โŒ | โœ… | โœ… -| ๐Ÿ”ฆ CEO | โœ… | โœ… | โœ… | โœ… | โœ… -| Other roles | โŒ | โŒ | โŒ | โŒ | โŒ - -> **Warning:** Do NOT buy LinkedIn Recruiter. AEs and SDRs should use their personal Brex card to purchase the monthly [Core Sales Navigator](https://business.linkedin.com/sales-solutions/compare-plans) plan. Fleet does not use a company wide Sales Navigator account. The goal of Sales Navigator is to access to profile views and data, not InMail. Fleet does not send InMail. - -### Training +#### Training expectations It's [important](https://fleetdm.com/handbook/company/why-this-way#why-the-emphasis-on-training) that every team member at Fleet takes the time to get fully trained and onboarded. When a new team member joins Fleet, we create an onboarding issue for them in the [fleetdm/confidential](https://github.com/fleetdm/confidential) repo using this [issue template](https://github.com/fleetdm/confidential/blob/main/.github/ISSUE_TEMPLATE/onboarding.md). We want to make sure that the new team member will be able to complete every task in their issue. To make sure the new team member is successful in their onboarding, we customize their issue by commenting on any tasks they won't need to complete. @@ -149,8 +215,7 @@ Expectations during onboarding: - The first 3 weekdays (excluding days off) for **every new team member** at Fleet is reserved for completing onboarding tasks from the checkboxes in their onboarding issue. New team members **should not work on anything else during this time**, whether or not other tasks are stacking up or assigned. It is OK, expected, and appreciated for new team members to **remind their manager and colleagues** of this [important](https://fleetdm.com/handbook/company/why-this-way#why-the-emphasis-on-training) responsibility. - Even after the first 3 days, during the rest of their first 2 weeks, completing onboarding tasks on time is a new team member's [highest priority](https://fleetdm.com/handbook/company/why-this-way#why-the-emphasis-on-training). - -### Sightseeing tour +#### Sightseeing tour During their first day at Fleet, new team members join a sightseeing tour call with the acting Head of People (CEO). During this call, the new team member will participate in an interactive tour of the seven main attractions in our all-remote company, including the primary tools used company-wide, what the human experience is like, and when/why we use them at Fleet. In this meeting, we'll take a look at: @@ -166,7 +231,7 @@ In this meeting, we'll take a look at: - The walkie talkies (DMs). - The watering hole (#oooh-, #random, #news, #help-). -### Contributor experience training +#### Contributor experience training During their first week at Fleet, every new team member schedules a contributor experience training call with the acting Head of People (CEO). During this call, the new team member will share their screen, and the acting Head of People will: - make sure emails will get seen and responded to quickly. - make sure Slack messages will get seen and responded to quickly. @@ -190,144 +255,54 @@ Make sure you know how to share a google doc into the folder for all fleeties to A high level overview of the Company values --> -### Onboarding retrospective +#### Onboarding retrospective At the end of their first two weeks of onboarding at Fleet, every new team member schedules a onboarding retro call with the acting Head of People (CEO). Agenda: > Welcome once again to the team! Please tell me about your first few weeks at Fleet. How did your onboarding/training go? What didn't you manage to get to? Anything you weren't sure how to do? Any feedback on how we can make the experience better for Fleet's next hire? Fleet prioritizes a [bias for action](https://fleetdm.com/handbook/company#ownership). If possible, apply onboarding feedback to the handbook and issue templates in realtime, during this call. This avoids backlogging tasks that may just get out of date before we get around to them anyway. -### Directly responsible individuals -Please read ["Why direct responsibility?"](https://fleetdm.com/handbook/company/why-this-way#why-direct-responsibility) to learn more about DRIs. +### Tracking hours +Fleet asks US-based hourly contributors to track hours in Gusto, and contributors outside the US to track hours via Pilot.co. +This applies to anyone who gets paid by the hour, including consultants and hourly core team members of any employment classification, inside or outside of the US. -### Levels of confidentiality +> _**Note:** If a contributor uses their own time tracking process or tools, then it is OK to track the extra time spent tracking! Contributors at Fleet are evaluated based on their results, not the number of hours they work._ -- *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 founders of Fleet, business operations, and/or the people involved. e.g., US social security numbers during hiring)_ +#### Informing managers about hours worked +Every Friday at 1:00pm CT, we gather hours worked for anyone who gets paid hourly by Fleet. This includes core team members and consultants, regardless of employment classification, and regardless whether inside or outside of the United States. -> TODO: extrapolate to "why this way" page +Here's how: +- For every hourly core team member in Gusto or Pilot.co, look up their manager ([who they report to](https://fleetdm.com/handbook/company#org-chart)). +- If any direct report is hourly in Pilot.co and does not submit their hours until the end of the month, still list them, but explain. (See example below.) +- [Consultants](https://fleetdm.com/handbook/business-operations#hiring) don't have a formal reporting structure or manager. Instead, send their hours worked to the CEO, no matter who the consultant is. -### Email relays +Then, send **the CEO** and **each manager** a direct message in Slack by copying and pasting the following template: -There are several special email addresses that automatically relay messages to the appropriate people at 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. You can see a list of those email addresses in ["Contacting Fleet" (private Google doc)](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#). +> Here are the hours worked by your direct reports since last Saturday at midnight (YYYY-MM-DD): +> - ๐Ÿง‘โ€๐Ÿš€ Alice Bobberson: 21.25 +> - ๐Ÿง‘โ€๐Ÿš€ Charles David: 3.5 +> - ๐Ÿง‘โ€๐Ÿš€ Philippe Timebender: (this person's hours will not be available until they invoice at the end of the month) +> +> And here are the hours worked by consultants: +> - ๐Ÿ’ Bombalurina: 0 +> - ๐Ÿ’ Jennyanydots: 0 +> - ๐Ÿ’ Skimbleshanks: 19 +> - ๐Ÿ’ Grizabella: 0 +> +> More info: https://fleetdm.com/handbook/business-operations#informing-managers-about-hours-worked -> TODO: extrapolate to "why this way" page +### Performance feedback +At Fleet, performance feedback is a continuous process. We give feedback (particularly negative) as soon as possible. Most feedback will happen during 1:1 meetings, if not sooner. -### GitHub labels - -We use special characters to define different types of GitHub labels. By combining labels, we -organize and categorize GitHub issues. This reduces the total number of labels required while -maintaining an expressive labeling system. For example, instead of a label called -`platform-dev-backend`, we use `#platform :dev ~backend`. - -| Special character | Label type | Examples | -|:------------------|:------------|:------------------------------------| -| `#` | Noun | `#platform`, `#interface`, `#agent` -| `:` | Verb | `:dev`, `:research`, `:design` -| `~` | Adjective | `~blocked`, `~frontend`, `~backend` - -> TODO: extrapolate to "why this way" page - -## Tools we use - -There are a number of tools that are used throughout Fleet. Some of these tools are used company-wide, while others are department-specific. You can see a list of those tools in ["Tools we use" (private Google doc)](https://docs.google.com/spreadsheets/d/170qjzvyGjmbFhwS4Mucotxnw_JvyAjYv4qpwBrS6Gl8/edit?usp=sharing). - -Here is an overview of a few of the most important and generally-applicable tools we use at Fleet: - -### 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. -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. - -#### 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 -In consideration of our team, Fleet avoids using global tags in channels (i.e. @here, @channel, etc). - 1. 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. - 2. Why does this matter? Great question! The Fleet [culture](https://fleetdm.com/handbook/company#culture) is pretty simple: think of others, and remember the company [Values](https://fleetdm.com/handbook/company#values). - - -### 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#/). - - -### Salesforce -We consider Salesforce to be our Rolodex for customer information. - -Here are the steps we take to grant appropriate Salesforce licenses to a new hire: -1. Go to ["My Account"](https://fleetdm.lightning.force.com/lightning/n/standard-OnlineSalesHome). -2. View contracts -> pick current contract. -3. Add the desired number of licenses. -4. Sign DocuSign sent to the email. -5. The order will be processed in ~30m. -6. Once the basic license has been added, you can create a new user using the new team member's `@fleetdm.com` email and assign a license to it. -7. To also assign a user an "Inbox license", go to the ["Setup" page](https://fleetdm.lightning.force.com/lightning/setup/SetupOneHome/home) and select "User > Permission sets". Find the [inbox permission set](https://fleetdm.lightning.force.com/lightning/setup/PermSets/page?address=%2F005%3Fid%3D0PS4x000002uUn2%26isUserEntityOverride%3D1%26SetupNode%3DPermSets%26sfdcIFrameOrigin%3Dhttps%253A%252F%252Ffleetdm.lightning.force.com%26clc%3D1) and assign it to the new team member. - - -### Gong -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. - -#### 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 at [https://academy.gong.io/](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). - - -### Zapier and DocuSign -We use Zapier to automate how completed DocuSign envelopes are formatted and stored. This process ensures we store signed documents in the correct folder and that filenames are formatted consistently. -When the final signature is added to an envelope in DocuSign, it is marked as completed and sent to Zapier, where it goes through these steps: -1. Zapier sends the following information about the DocuSign envelope to our Hydroplane webhook: - - **`emailSubject`** - The subject of the envelope sent by DocuSign. Our DocuSign templates are configured to format the email subject as `[type of document] for [signer's name]`. - - **`emailCsv`** - A comma-separated list of signers' email addresses. -2. The Hydroplane webhook matches the document type to the correct Google Drive folder, orders the list of signers, creates a timestamp, and sends that data back to Zapier as - - **`destinationFolderID`** - The slug for the Google Drive folder where we store this type of document. - - **`emailCsv`** - A sorted list of signers' email addresses. - - **`date`** - The date the document was completed in DocuSign, formatted YYYY-MM-DD. -3. Zapier uses this information to upload the file to the matched Google Drive folder, with the filename formatted as `[date] - [emailSubject] - [emailCvs].PDF`. -4. Once the file is uploaded, Zapier uses the Slack integration to post in the #peepops channel with the message: - ``` - Now complete with all signatures: - [email subject] - link: drive.google.com/[destinationFolderID] - ``` - -### Namecheap - -Domain name registrations are handled through Namecheap. Access is managed via 1Password. - -## Hiring +### Hiring At Fleet, we collaborate with [core team members](#creating-a-new-position), [consultants](#hiring-a-consultant), [advisors](#adding-an-advisor), and [outside contributors](https://github.com/fleetdm/fleet/graphs/contributors) from the community. > Are you a new fleetie joining the Business Operations team? For Loom recordings demonstrating how to make offers, hire, onboard, and more please see [this classified Google Doc](https://docs.google.com/document/d/1fimxQguPOtK-2YLAVjWRNCYqs5TszAHJslhtT_23Ly0/edit). -### Hiring a consultant +#### Consultants + +##### Hiring a consultant In addition to [core team members](#hiring-a-new-team-member), from time to time Fleet hires consultants who may work for only a handful of hours on short projects. @@ -349,7 +324,7 @@ To hire a consultant, [submit a custom request](#intake) to the business operati > TODO: replace this w/ issue template (see also commented-out notes in hiring.md for some other steps) -#### Who ISN'T a consultant? +##### Who ISN'T a consultant? If a consultant plans to work _more_ than 10 hours per week, or for _longer_ than 6 weeks, they should instead be hired as a [core team member](#hiring-a-new-team-member). @@ -365,7 +340,7 @@ Core team members: Consultants aren't required to do any of those things. -#### Sending a consulting agreement +##### Sending a consulting agreement To hire a non-US consultant, please [submit a custom request](#intake). @@ -385,7 +360,27 @@ There are some defaults that we use for these agreements: Then hit send! After all of the signatures are there, the completed document will automatically be uploaded to the appropriate Google Drive folder, and a Slack message will appear in the `#help-classified` channel. -### Creating a new position +##### Updating a consultant's fee + - Direct message Mike McNeil with hourly rate change information. + - After CEO approval, Mike McNeil will issue a new contractor agreement with the updated fee via DocuSign. + +#### Advisor + +##### Adding an advisor +Advisor agreements are sent through [DocuSign](https://www.docusign.com/), using the "Advisor Agreement" +template. +- Send the advisor agreement. To send a new advisor agreement, you'll need the new advisor's name and the number of shares they are offered. +- Once you send the agreement, locate an existing empty row and available ID in ["Advisors"](https://docs.google.com/spreadsheets/d/15knBE2-PrQ1Ad-QcIk0mxCN-xFsATKK9hcifqrm0qFQ/edit#gid=1803674483) and enter the new advisor's information. + >**_Note:_** *Be sure to mark any columns that haven't been completed yet as "TODO"* + +##### Finalizing a new advisor +- Update the ["Advisors"](https://docs.google.com/spreadsheets/d/15knBE2-PrQ1Ad-QcIk0mxCN-xFsATKK9hcifqrm0qFQ/edit#gid=1803674483) to show that the agreement has been signed, and ask the new advisor to add us on [LinkedIn](https://www.linkedin.com/company/71111416), [Crunchbase](https://www.crunchbase.com/organization/fleet-device-management), and [Angellist](https://angel.co/company/fleetdm). +- Update "Equity plan" to reflect updated status and equity grant for this advisor, and to ensure the advisor's equity is queued up for the next quarterly equity grant ritual. + +#### Core team member +This section is about creating a core team member role, and the hiring process for a new core team member, or Fleetie. + +##### Creating a new position Want to hire? Here's how to open up a new position on the core team: @@ -409,7 +404,7 @@ Want to hire? Here's how to open up a new position on the core team: > _**Why bother with approvals?** We avoid cancelling or significantly changing a role after opening it. It hurts candidates too much. Instead, get the position approved first, before you start recruiting and interviewing. This gives you a sounding board and avoids misunderstandings._ -#### Approving a new position +##### Approving a new position When review is requested on a proposal to open a new position, the CEO will complete the following steps when reviewing the pull request: 1. **Consider role and reporting structure:** Confirm the new row in "Fleeties" has a manager, job title, and department, that it doesn't have any corrupted spreadsheet formulas or formatting, and that the start date is set to the first Monday of the next month. @@ -430,32 +425,30 @@ When review is requested on a proposal to open a new position, the CEO will comp > _**Note:** Most columns of the "Equity plan" are updated automatically when "Fleeties" is, based on the unique identifier of each row, like `๐Ÿง‘โ€๐Ÿš€890`. (Advisors have their own flavor of unique IDs, such as `๐Ÿฆ‰755`, which are defined in ["Advisors and investors"](https://docs.google.com/spreadsheets/d/15knBE2-PrQ1Ad-QcIk0mxCN-xFsATKK9hcifqrm0qFQ/edit).)_ - - -### Recruiting +##### Recruiting Fleet accepts job applications, but the company does not list positions on general purpose job boards. This prevents us being overwhelmed with candidates so we can fulfill our goal of responding promptly to every applicant. This means that outbound recruiting, 3rd party recruiters, and references from team members are important aspect of the company's hiring strategy. Fleet's CEO is happy to assist with outreach, intros, and recruiting strategy for candidates. -#### Receiving job applications +##### Receiving job applications Every job description page ends with a "call to action", including a link that candidates can click to apply for the job. Fleet replies to all candidates within **1 business day** and always provides either a **rejection** or **decisive next steps**; even if the next step is just a promise. For example: > "We are still working our way through applications and _still_ have not been able to review yours yet. We think we willย be able to review and give you an update about your application by Thursday at the latest. I'll let you know as soon as I have news. I'll assume we're both still in the running if I don't hear from you, so please let me know if anything comes up." When a candidate clicks applies for a job at Fleet, they are taken to a generic Typeform. When they submit their job application, the Typeform triggers a Zapier automation that will posts the submission to `g-business-operations` in Slack. The candidate's job application answers are then forwarded to the applicable `#hiring-xxxxx-202x` Slack channel and the hiring manager is @mentioned. -#### Candidate correspondence email templates +##### Candidate correspondence email templates Fleet uses [certain email templates](https://docs.google.com/document/d/1E_gTunZBMNF4AhsOFuDVi9EnvsIGbAYrmmEzdGmnc9U) when responding to candidates. This helps us live our value of [๐Ÿ”ด empathy](https://fleetdm.com/handbook/company#empathy) and helps the company meet the aspiration of replying to all applications within one business day. -#### Hiring restrictions +##### Hiring restrictions -##### Incompatible former employers +###### Incompatible former employers Fleet maintains a list of companies with whom Fleet has do-not-solicit terms that prevents us from making offers to employees of these companies. The list is in the Do Not Solicit tab of the [BizOps spreadsheet](https://docs.google.com/spreadsheets/d/1lp3OugxfPfMjAgQWRi_rbyL_3opILq-duHmlng_pwyo/edit#gid=0). -##### Incompatible locations +###### Incompatible locations Fleet is unable to hire team members in some countries. See [this internal document](https://docs.google.com/document/d/1jHHJqShIyvlVwzx1C-FB9GC74Di_Rfdgmhpai1SPC0g/edit) for the list. -### Interviewing +##### Interviewing We're glad you're interested in joining the team! Here are some of the things you can anticipate throughout this process: - We will reply by email within one business day from the time when the application arrives. @@ -464,9 +457,9 @@ Here are some of the things you can anticipate throughout this process: If you've been invited to "book with us," you'll have a Zoom meeting with the hiring team to discuss the next steps. -### Hiring a new team member +##### Hiring a new team member -This section is about hiring a new core team member, or fleetie. +This section is about the hiring process a new core team member, or fleetie. > **_Note:_** _Employment classification isn't what makes someone a fleetie. Some Fleet team members are contractors and others are employees. The distinction between "contractor" and "employee" varies in different geographies, and the appropriate employment classification and agreement for any given team member and the place where they work is determined by Head of Business Operations during the process of making an offer._ @@ -492,9 +485,7 @@ Here are the steps hiring managers follow to get an offer out to a candidate: >Why hire Jane Doe ("Train Conductor") - 2023-03-21 - When the Head of Business Operations receives this doc shared doc in their email with the compiled feedback about the candidate, they will understand that to mean that it is time for Fleet to make an offer to the candidate. - - -#### Making an offer +##### Making an offer After receiving the interview packet, the Head of Business Operations uses the following steps to make an offer: 1. **Adjust compensation:** Head of Business Operations [re-benchmarks salary](https://www.pave.com), adjusting for cost of living where the candidate will do the work. - _Paste a screenshot_ from Pave showing the amount of cash and equity in the offer (or write 1-2 sentences about what is being offered to this candidate and why) under the [heading for this position in " ๐Ÿ’Œ Compensation decisions"](https://docs.google.com/document/d/1NQ-IjcOTbyFluCWqsFLMfP4SvnopoXDcX0civ-STS5c/edit) @@ -518,8 +509,7 @@ After receiving the interview packet, the Head of Business Operations uses the f - Subject: "Full time?" - Body: _(The offer email is copied verbatim from Google Drive into Gmail as the body of the message, formatting and all.)_ - -#### Steps after an offer is accepted +##### Steps after an offer is accepted Once the new team member replies and accepts their offer in writing, Head of Business Operations replies to the candidate. The Head of Business Operations is then responsible for these steps: 1. **Verify, track, and reply:** Reply to the candidate: @@ -556,9 +546,354 @@ Once the new team member replies and accepts their offer in writing, Head of Bus Now what happens? Business Operations will then follow the steps in the "Hiring" issue, which includes reaching out to the new team member within 1 business day from a separate email thread to get additional information as needed, prepare their agreement, add them to the company's payroll system, and get theirย new laptop and hardware security keys ordered so that everything is ready for them to start on their first day. +### Departures + +#### Communicating departures +Although it's sad to see someone go, Fleet understands that not everything is meant to be forever [like open-source is](https://fleetdm.com/handbook/company/why-this-way#why-open-source). There are a few steps that the company needs to take to facilitate a departure. +1. **Departing team member's manager:** Before speaking further with the team member, inform business operations about the departure via direct message in Slack to the acting Head of People (`@mikermcneil`), who will coordinate the team member's last day, offboarding, and exit meeting. +2. **Business Operations**: Create and begin completing [offboarding issue](https://github.com/fleetdm/classified/blob/main/.github/ISSUE_TEMPLATE/%F0%9F%9A%AA-offboarding-____________.md). + > After finding out at the next standup (or sooner), Business Operations will post in `#g-e` to inform the E-group of the team member's departure and ask E-group members will inform any other managers on their teams. +3. **CEO**: The CEO will make an announcement during the "๐ŸŒˆ Weekly Update" post on Friday in the `#general` channel on Slack. -### Purchasing a company-issued device +## Finance Operations + +### Spending company money +As we continue to expand our company policies, we use [GitLab's open expense policy](https://about.gitlab.com/handbook/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. +* Be responsible for what you need to purchase or expense 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 + +##### Travel +###### Attending conferences or company travel +When attending a conference or traveling for Fleet, keep the following in mind: +- $100 allowance per day for your own personal food and beverage. **(There are many good reasons to make exceptions to this guideline, such as dinners with customers. Before proceeding, please [request approval from the Head of Business Operations](https://fleetdm.com/handbook/business-operations#intake).** +- We highly recommend you order a physical Brex card if you do not have one before attending the conference. +- The monthly limit on your Brex card may need to be increased temporarily as necessary to accommodate the increased spending associated with the conference, such as travel. You can [request that here](https://fleetdm.com/handbook/business-operations#intake) by providing the following information: + - The start and end dates for your trip. + - The price of your flight (feel free to optimize a direct flight if there is one that is less than double the price of the cheapest non-direct flight). + - The price of your hotel per night (dry cleaning is allowable if the stay is over 3 days). + - The price of the admission fees if attending a conference. +- Please use your personal credit card for movies, mini bars, and entertainment. These expenses _will not_ be reimbursed. + +##### 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, please [make a request](https://fleetdm.com/handbook/business-operations#intake) 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. +- 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. + +#### Reimbursements +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/business-operations#intake). + + + +### Individualized expenses +Recurring expenses related to a particular team member, such as coworking fees, are called _individualized expenses_. These expenses are still considered [non-personnel expenses](https://docs.google.com/spreadsheets/d/1X-brkmUK7_Rgp7aq42drNcUg8ZipzEiS153uKZSabWc/edit#gid=2112277278), with a few extra considerations: + +- Non-recurring (one-off) expenses such as an Uberย ride from the airport are NOT considered "individualized". +- Seat licenses for tools like Salesforce or GitHub are NOT considered "individualized". +- Individualized expenses should include the team member's name explicitly in the name of the expense. +- If multiple team members use the same vendor for an individualized expense (for example, "WeWork"), use a separate row for each individualized expense. (For example: "Coworking, Mungojerry (WeWork)" and "Coworking, Jennyanydots (WeWork)") +- Individualized expenses are always attributed to the "๐Ÿ”ฆ Business operations" department. +- These expenses are still considered non-personnel expenses, in the same way seat licenses for tools like Salesforce or GitHub are considered non-personnel expenses. + +### Taxes and compliance + +From time to time, you may get notices in the mail from the IRS and/or state agencies regarding your companyโ€™s withholding and/or unemployment tax accounts. You can resolve many of these notices on your own by verifying and/or updating the settings in your Gusto account. +If the notice is regarding an upcoming change to your deposit schedule or unemployment tax rate, Mike McNeil will make the change in Gusto. Including: + - Update your unemployment tax rate. + - Update your federal deposit schedule. + - Update your state deposit schedule. +**Important** Agencies do not send notices to Gusto directly, so itโ€™s important that you read and take action before any listed deadlines or effective dates of requested changes. +Notices you should report to Gusto. +If you can't resolve the notice on your own, are unsure what the notice is in reference to, or the tax notice has a missing payment or balance owed, follow the steps in the Report and upload a tax notice in Gusto. +In Gusto, click **How to review your notice** to help you understand what kind of notice you received and what additional action you can take to help speed up the time it takes to resolve the issue. +For more information about how Fleet and our accounting team work together, check out [Fleet - who does what](https://docs.google.com/spreadsheets/d/1FFOudmHmfVFIk-hdIWoPFsvMPmsjnRB8/edit#gid=829046836) (private doc). + +#### State quarterly payroll and tax filings +Every quarter, payroll and tax filings are due for each state. Gusto can handle these automatically if Third-party authorization (TPA) is enabled. Each state is unique and Gusto has a library of [State registration and resources](https://support.gusto.com/hub/Employers-and-admins/Taxes-forms-and-compliance/State-registration-and-resources) available to review. +You will need to grant Third-party authorization (TPA) per state and this should be checked quarterly before the filing due dates to ensure that Gusto can file on time. + +#### CorpNet state registration process +In CorpNet, select "place an order for an existing business" weโ€™ll need to have Foreign Registration and Payroll Tax Registration done. + - You can have CorpNet do this by emailing the account rep "Subject: Fleet Device Management: State - Foreign Registration and Payroll Tax Registration" (this takes about two weeks). + - You can do this between you and CorpNet by selecting "Foreign Qualification," placing the order and emailing the confirmation to the rep for Payroll registration (this is a short turnaround). + - You can do this on your own by visiting the state's "Secretary of State" website and checking that the company name is available. To register online, you'll need the EIN, business address, information about the owners and their percentages, the first date of business, sales within the state, and the business type (usually get an email right away for approval ~24-48 hrs). +For more information, check out [Fleet - who does what](https://docs.google.com/spreadsheets/d/1FFOudmHmfVFIk-hdIWoPFsvMPmsjnRB8/edit?usp=sharing&ouid=102440584423243016963&rtpof=true&sd=true). + +### Finance rituals + +#### Payroll +Many of these processes are automated, but it's vital to check Gusto and Pilot manually for accuracy. + - Salaried fleeties are automated in Gusto and Pilot + - Hourly fleeties and consultants are a manual process in Gusto and Pilot. + +| Unique payrolls | Action | DRI | +|:-----------------------------|:-----------------------------|:-----------------------------| +| Commissions and ramp | "Off-cycle" payroll | Nathan +| Sign-on bonus | "Bonus" payroll | Mike McNeil +| Performance bonus | "Bonus" payroll | Mike McNeil +| Accelerations (quarterly) | "Off-cycle" payroll | Nathan + +Add the amount to be paid to the "Gross" line. +For Fleet's US contractors, running payroll is a manual process. +The steps for doing this are highlighted in this loom, TODO. +1. Time tools +2. Time tracking +3. Review hours +4. Adjust time frame to match current payroll period (the 27th through 26th of the month) +5. Sync hours +6. Run contractor payroll + +##### Commission payroll + +> TODO: bit more process here. Maybe revops is DRI of commission calculator, creates "2023-03 commission payroll", transfered to Nathan when it's time to run? SLA == payroll run by the 7th, with commission sheet 100% accurate. + +- Update [commission calculator](https://docs.google.com/spreadsheets/d/1vw6Q7kCC7-FdG5Fgx3ghgUdQiF2qwxk6njgK6z8_O9U/edit) with new revenue from any deals that are closed/won (have a subscription agreement signed by both parties) and have an **effective start date** within the previous month. + - Find detailed notes on this process in [Notes - Run commission payroll in Gusto](https://docs.google.com/document/d/1FQLpGxvHPW6X801HYYLPs5y8o943mmasQD3m9k_c0so/edit#). +- Contact Mike McNeil in Slack and let her know he can run the commission payroll. Use the off-cycle payroll option in Gusto. Be sure to classify the payment as "Commission" in the "other earnings" field and not the generic "Bonus." +- Once commission payroll has been run, update the [commission calculator](https://docs.google.com/spreadsheets/d/1vw6Q7kCC7-FdG5Fgx3ghgUdQiF2qwxk6njgK6z8_O9U/edit) to mark the commission as paid. + +#### Monthly rituals + +##### Monthly accounting +Create a [new montly accounting issue](https://github.com/fleetdm/confidential/issues/new/choose) for the current month and year named "Closing out YYYY-MM" in GitHub and complete all of the tasks in the issue. (This uses the [monthly accounting issue template](https://github.com/fleetdm/confidential/blob/main/.github/ISSUE_TEMPLATE/5-monthly-accounting.md). + +###### SLA +The monthly accounting issue should be completed and closed before the 7th of the month. +The close date is tracked each month in [KPIs](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit). + +###### When is the issue created? + +We create and close the monthly accounting issue for the previous month within the first 7 days of the following month. For example, the monthly accounting issue to close out the month of January is created promptly in February and closed before the end of the day, Feb 7th. + +A convenient trick is to create the issue on the first Friday of the month and close it ASAP. + +##### Recurring expenses +Recurring monthly or annual expenses are tracked as recurring, non-personnel expenses in ["๐Ÿงฎ The Numbers"](https://docs.google.com/spreadsheets/d/1X-brkmUK7_Rgp7aq42drNcUg8ZipzEiS153uKZSabWc/edit#gid=2112277278) _(classified Google Sheet)_, along with their payment source. Reconciliation of recurring expenses happens monthly. + +> Use this spreadsheet as the source of truth. Always make changes to it first before adding or removing a recurring expense. Only track significant expenses. (Other things besides amount can make a payment significant; like it being an individualized expense, for example.) + +#### Quarterly rituals + +##### Quarterly Quickbooks Online (QBO) check +- Check to make sure [bookkeeping quirks](https://docs.google.com/spreadsheets/d/1nuUPMZb1z_lrbaQEcgjnxppnYv_GWOTTo4FMqLOlsWg/edit?usp=sharing) are all accounted for and resolved or in progress toward resolution. +- Check balance sheet and profit and loss statements (P&Ls) in QBO against the [monthly workbooks](https://drive.google.com/drive/folders/1ben-xJgL5MlMJhIl2OeQpDjbk-pF6eJM) in Google Drive. + +##### Quarterly investor reporting +- Login to Chronograph and upload our profit and loss statement (P&L), balance sheet and cash flow statements for CRV (all in one book saved in [Google Drive](https://drive.google.com/drive/folders/1ben-xJgL5MlMJhIl2OeQpDjbk-pF6eJM). +- Provide updated metrics for the following items using Fleet's [KPI spreadsheet](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit#gid=0). + - Headcount at end of the previous quarter. + - Starting ARR for the previous quarter. + - Total new ARR for the previous quarter. + - "Upsell ARR" (new ARR from expansions only- Chronograph defines "upsell" as price increases for any reason. + **- Fleet does not "upsell" anything; we deliver more value and customers enroll more hosts), downgrade ARR and churn ARR (if any) for the previous quarter.** + - Ending ARR for the previous quarter. + - Starting number of customers, churned customers, and the number of new customers Fleet gained during the previous quarter. + - Total amount of Fleet customers at the end of the previous quarter. + - Gross margin % + - How to calculate: total revenue for the quarter - cost of goods sold for the quarter (these metrics can be found in our books from Pilot). Chronograph will automatically conver this number to a %. + - Net dollar retention rate + - How to calculate: (starting ARR + new subscriptions and expansions - churn)/starting ARR. + - Cash burn + - How to calculate: (start of quarter runway - end of quarter runway)/3. + +##### Equity grants +Equity grants for new hires are queued up as part of the [hiring process](https://fleetdm.com/handbook/business-operations#hiring), then grants and consents are [batched and processed quarterly](https://github.com/fleetdm/confidential/issues/new/choose). + +Doing an equity grant involves: +1. executing a board consent +2. the recipient and CEO signing paperwork about the stock options +3. updating the number of shares for the recipient in the equity plan +4. updating Carta to reflect the grant + +For the status of stock option grants, exercises, and all other _common stock_ including advisor, founder, and team member equity ownership, see [Fleet's equity plan](https://docs.google.com/spreadsheets/d/1_GJlqnWWIQBiZFOoyl9YbTr72bg5qdSSp4O3kuKm1Jc/edit#gid=0). For information about investor ownership, see [Carta](https://app.carta.com/corporations/1234715/summary/). + +> Fleet's [equity plan](https://docs.google.com/spreadsheets/d/1_GJlqnWWIQBiZFOoyl9YbTr72bg5qdSSp4O3kuKm1Jc/edit#gid=0) is the source of truth, not Carta. Neither are pro formas sent in an email attachment, even if they come from lawyers. +> +> Anyone can make mistakes, and none of us are perfect. Even when we triple check. Small mistakes in share counts can be hard to attribute, and can cause headaches and eat up nights of our CEO's and operations team's time. If you notice what might be a discrepancy between the equity plan and any other secondary source of information, please speak up and let Fleet's CEO know ASAP. Even if you're wrong, your note will be appreciated. + +#### Annual rituals +##### Annual reporting for capital credit line +- Within 60 days of the end of the year: + - Provide Silicon Valley Bank (SVB) with our balance sheet and profit and loss statement (P&L, sometimes called a cashflow statement) for the past twelve months. + - Provide SVB with our annual operating budgets and projections (on a quarterly basis) for the coming year. + - Deliver this as early as possible in case they have questions. + +## Legal Operations + +Please submit legal questions and requests to [Business Operations department](https://fleetdm.com/handbook/business-operations#intake). +> **Note:** Escalate first-of-its-kind agreements to the CEO. Mike will review business terms and consult with lawyers as necessary. + + +### Getting a contract signed + +If a contract is ready for signature and requires no review or revision, the requestor logins into DocuSign using hello@ from the 1Password vault and routes 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. + +The SLA for contract signature is **2 business days**. Please do not follow up on signature unless this time has elapsed. + +> _**Note:** Signature open time for the CEO is not currently measured, to avoid the overhead of creating separate signature issues to measure open and close time. This may change as signature volume increases._ + +### Getting a contract reviewed + +> If a document is ready for signature and does not need to be reviewed or negotiated, you can skip the review process and use the signature process documented above. + +To get a contract reviewed, upload the agreement to [Google Drive](https://drive.google.com/drive/folders/1G1JTpFxhKZZzmn2L2RppohCX5Bv_CQ9c). + +Complete the [contract review issue template in GitHub](https://fleetdm.com/handbook/business-operations#intake), being sure to include the link to the document you uploaded and using the Calendly link in the issue template to schedule time to discuss the agreement with Nathan Holliday (allowing for sufficient time for him to have reviewed the contract prior to the call). + +Follow up comments should be made in the GitHub issue and in the document itself so it is all in the same place. + +The SLA for contract review is **2 business days**. + +Once the review is complete, the issue will be closed. + +If an agreement requires an additional review during the negotiation process, the requestor will need to follow these steps again. Uploading the new draft and creating a new issue in GitHub. + +When no further review or action is required for an agreement and the document is ready to be signed, the requestor is then responsible for routing the document for signature. + +### Vendor questionnaires +In responding to security questionnaires, Fleet endeavors to provide full transparency via our [security policies](https://fleetdm.com/handbook/security/security-policies#security-policies) and [application security](https://fleetdm.com/handbook/business-operations/application-security) documentation. In addition to this documentation, please refer to [the vendor questionnaires page](./vendor-questionnaires.md) + +## IT Operations + +### Tools we use + +There are a number of tools that are used throughout Fleet. Some of these tools are used company-wide, while others are department-specific. You can see a list of those tools in ["Tools we use" (private Google doc)](https://docs.google.com/spreadsheets/d/170qjzvyGjmbFhwS4Mucotxnw_JvyAjYv4qpwBrS6Gl8/edit?usp=sharing). + +#### 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. +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. + +##### 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 +In consideration of our team, Fleet avoids using global tags in channels (i.e. @here, @channel, etc). + 1. 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. + 2. Why does this matter? Great question! The Fleet [culture](https://fleetdm.com/handbook/company#culture) is pretty simple: think of others, and remember the company [Values](https://fleetdm.com/handbook/company#values). + +#### 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#/). + +#### Role-specific licenses +Certain new team members, especially in go-to-market (GTM) roles, will need paid access to paid tools like Salesforce and LinkedIn Sales Navigator immediately on their first dayย with the company. Gong licenses that other departments need may [request them from BizOps](https://fleetdm.com/handbook/business-operations#intake) and we will make sure there is no license redundancy in that department. The table below can be used to determine which paid licenses they will need, based on their role: + +| Role | Salesforce CRM | Salesforce "Inbox" | LinkedIn _(paid)_ | Gong _(paid)_ | Zoom _(paid)_ | +|:-----------------|:--|:---|:---|:---|:--| +| ๐Ÿ‹ AE | โœ… | โœ… | โœ… | โœ… | โœ… +| ๐Ÿ‹ CSM | โœ… | โœ… | โŒ | โœ… | โœ… +| ๐Ÿ‹ SA | โœ… | โœ… | โŒ | โŒ | โœ… +| ๐Ÿซง SDR | โœ… | โœ… | โœ… | โŒ | โŒ +| โš—๏ธ PM | โŒ | โŒ | โŒ | โœ… | โœ… +| ๐Ÿ”ฆ CEO | โœ… | โœ… | โœ… | โœ… | โœ… +| Other roles | โŒ | โŒ | โŒ | โŒ | โŒ + +> **Warning:** Do NOT buy LinkedIn Recruiter. AEs and SDRs should use their personal Brex card to purchase the monthly [Core Sales Navigator](https://business.linkedin.com/sales-solutions/compare-plans) plan. Fleet does not use a company wide Sales Navigator account. The goal of Sales Navigator is to access to profile views and data, not InMail. Fleet does not send InMail. + +#### Salesforce +We consider Salesforce to be our Rolodex for customer information. + +Here are the steps we take to grant appropriate Salesforce licenses to a new hire: +1. Go to ["My Account"](https://fleetdm.lightning.force.com/lightning/n/standard-OnlineSalesHome). +2. View contracts -> pick current contract. +3. Add the desired number of licenses. +4. Sign DocuSign sent to the email. +5. The order will be processed in ~30m. +6. Once the basic license has been added, you can create a new user using the new team member's `@fleetdm.com` email and assign a license to it. +7. To also assign a user an "Inbox license", go to the ["Setup" page](https://fleetdm.lightning.force.com/lightning/setup/SetupOneHome/home) and select "User > Permission sets". Find the [inbox permission set](https://fleetdm.lightning.force.com/lightning/setup/PermSets/page?address=%2F005%3Fid%3D0PS4x000002uUn2%26isUserEntityOverride%3D1%26SetupNode%3DPermSets%26sfdcIFrameOrigin%3Dhttps%253A%252F%252Ffleetdm.lightning.force.com%26clc%3D1) and assign it to the new team member. + + +#### Gong +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. + +#### 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 at [https://academy.gong.io/](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). + + +#### Zapier and DocuSign +We use Zapier to automate how completed DocuSign envelopes are formatted and stored. This process ensures we store signed documents in the correct folder and that filenames are formatted consistently. +When the final signature is added to an envelope in DocuSign, it is marked as completed and sent to Zapier, where it goes through these steps: +1. Zapier sends the following information about the DocuSign envelope to our Hydroplane webhook: + - **`emailSubject`** - The subject of the envelope sent by DocuSign. Our DocuSign templates are configured to format the email subject as `[type of document] for [signer's name]`. + - **`emailCsv`** - A comma-separated list of signers' email addresses. +2. The Hydroplane webhook matches the document type to the correct Google Drive folder, orders the list of signers, creates a timestamp, and sends that data back to Zapier as + - **`destinationFolderID`** - The slug for the Google Drive folder where we store this type of document. + - **`emailCsv`** - A sorted list of signers' email addresses. + - **`date`** - The date the document was completed in DocuSign, formatted YYYY-MM-DD. +3. Zapier uses this information to upload the file to the matched Google Drive folder, with the filename formatted as `[date] - [emailSubject] - [emailCvs].PDF`. +4. Once the file is uploaded, Zapier uses the Slack integration to post in the #peepops channel with the message: + ``` + Now complete with all signatures: + [email subject] + link: drive.google.com/[destinationFolderID] + ``` + +#### Namecheap + +Domain name registrations are handled through Namecheap. Access is managed via 1Password. + +#### Github +##### GitHub labels + +We use special characters to define different types of GitHub labels. By combining labels, we +organize and categorize GitHub issues. This reduces the total number of labels required while +maintaining an expressive labeling system. For example, instead of a label called +`platform-dev-backend`, we use `#platform :dev ~backend`. + +| Special character | Label type | Examples | +|:------------------|:------------|:------------------------------------| +| `#` | Noun | `#platform`, `#interface`, `#agent` +| `:` | Verb | `:dev`, `:research`, `:design` +| `~` | Adjective | `~blocked`, `~frontend`, `~backend` + +> TODO: extrapolate to "why this way" page + +### Equipment +#### Laptops +##### Purchasing a company-issued device Fleet provides laptops for core team members to use while working at Fleet. As soon as an offer is accepted, Business Operations will reach out to the new team member to start this process and will work with the new team member to get their laptop purchased and shipped to them on time. Apple computers shipping to the United States and Canada are ordered using the Apple [eCommerce Portal](https://ecommerce2.apple.com/asb2bstorefront/asb2b/en/USD/?accountselected=true), or by contacting the business team at an Apple Store or contacting the online sales team at [800-854-3680](tel:18008543680). The business team can arrange for same-day pickup at a store local to the Fleetie if needed. @@ -567,7 +902,7 @@ When ordering through the Apple eCommerce Portal, look for a banner with *Apple Apple computers for Fleeties in other countries should be purchased through an authorized reseller to ensure the device is enrolled in ADE. In countries that Apple does not operate or that do not allow ADE, work with the authorized reseller to find the best solution, or consider shipping to a US based Fleetie and then shipping on to the teammate. -#### Selecting a laptop +##### Selecting a laptop Most Fleeties use 16-inch MacBook Pros. Team members are free to choose any laptop or operating system that works for them, as long as the price [is within reason](#spending-company-money) and supported by our device management solution. (Good news: Since Fleet uses Fleet for device management, every operating system is supported!) When selecting a new laptop for a team member, optimize their configuration to: @@ -601,345 +936,10 @@ Older equipment results in lost productivity of Fleeties and should be considere > If your Apple device is less than 3 years old, has normal battery condition, but is experiencing operating difficulties, you should first contact Apple support and troubleshoot performance issues before requesting a new device. -## Equity grants -Equity grants for new hires are queued up as part of the [hiring process](https://fleetdm.com/handbook/business-operations#hiring), then grants and consents are [batched and processed quarterly](https://github.com/fleetdm/confidential/issues/new/choose). -Doing an equity grant involves: -1. executing a board consent -2. the recipient and CEO signing paperwork about the stock options -3. updating the number of shares for the recipient in the equity plan -4. updating Carta to reflect the grant +##### Open positions -For the status of stock option grants, exercises, and all other _common stock_ including advisor, founder, and team member equity ownership, see [Fleet's equity plan](https://docs.google.com/spreadsheets/d/1_GJlqnWWIQBiZFOoyl9YbTr72bg5qdSSp4O3kuKm1Jc/edit#gid=0). For information about investor ownership, see [Carta](https://app.carta.com/corporations/1234715/summary/). - -> Fleet's [equity plan](https://docs.google.com/spreadsheets/d/1_GJlqnWWIQBiZFOoyl9YbTr72bg5qdSSp4O3kuKm1Jc/edit#gid=0) is the source of truth, not Carta. Neither are pro formas sent in an email attachment, even if they come from lawyers. -> -> Anyone can make mistakes, and none of us are perfect. Even when we triple check. Small mistakes in share counts can be hard to attribute, and can cause headaches and eat up nights of our CEO's and operations team's time. If you notice what might be a discrepancy between the equity plan and any other secondary source of information, please speak up and let Fleet's CEO know ASAP. Even if you're wrong, your note will be appreciated. - - -## Recurring expenses -Recurring monthly or annual expenses are tracked as recurring, non-personnel expenses in ["๐Ÿงฎ The Numbers"](https://docs.google.com/spreadsheets/d/1X-brkmUK7_Rgp7aq42drNcUg8ZipzEiS153uKZSabWc/edit#gid=2112277278) _(classified Google Sheet)_, along with their payment source. - -> Use this spreadsheet as the source of truth. Always make changes to it first before adding or removing a recurring expense. Only track significant expenses. (Other things besides amount can make a payment significant; like it being an individualized expense, for example.) - -### Individualized expenses -Recurring expenses related to a particular team member, such as coworking fees, are called _individualized expenses_. These expenses are still considered [non-personnel expenses](https://docs.google.com/spreadsheets/d/1X-brkmUK7_Rgp7aq42drNcUg8ZipzEiS153uKZSabWc/edit#gid=2112277278), with a few extra considerations: - -- Non-recurring (one-off) expenses such as an Uberย ride from the airport are NOT considered "individualized". -- Seat licenses for tools like Salesforce or GitHub are NOT considered "individualized". -- Individualized expenses should include the team member's name explicitly in the name of the expense. -- If multiple team members use the same vendor for an individualized expense (for example, "WeWork"), use a separate row for each individualized expense. (For example: "Coworking, Mungojerry (WeWork)" and "Coworking, Jennyanydots (WeWork)") -- Individualized expenses are always attributed to the "๐Ÿ”ฆ Business operations" department. -- These expenses are still considered non-personnel expenses, in the same way seat licenses for tools like Salesforce or GitHub are considered non-personnel expenses. - - -## Celebrations - -### Workiversaries -We're happy you've ventured a trip around the sun with Fleet. Let's celebrate! - -- On the first Friday of the month, the Head of BizOps posts in the `#help-classified` channel with the list of teammates celebrating anniversaries over the next month. -- On the day of the fleetiversary, the Head of BizOps or executive team member will post in `#random` celebrating the tenure of the teammate. -- The Head of BizOps confers with manager or head of department and prepares compensation benchmarking data and schedules time with the CEO and CTO over an existing 1:1 to discuss if an adjustment needs to be made to compensation. -- During the 1:1 call, founders review benchmarking for role and geography, and decide if there will be an adjustment. -- Head of BizOps posts to slack in `#help-classified` with the decision on compensation changes and effective date, if any. -- If a change is to be made, the Head of BizOps communicates decision to the teammate's people manager, who then communicates to their teammate. -- Head of BizOps updates the respective payroll platform (Gusto or Plane) and [equity spreadsheet](https://docs.google.com/spreadsheets/d/1_GJlqnWWIQBiZFOoyl9YbTr72bg5qdSSp4O3kuKm1Jc/edit?usp=sharing) (internal doc). -- If an additional equity grant is part of this compensation change, the previous equity and new situation is noted in detail in the "Notes" column of the equity plan, and the "Grant started?" column is set back to "todo" to add it to the queue for the next time grants are processed (quarterly). - - -## Tracking hours -Fleet asks US-based hourly contributors to track hours in Gusto, and contributors outside the US to track hours via Pilot.co. - -This applies to anyone who gets paid by the hour, including consultants and hourly core team members of any employment classification, inside or outside of the US. - -> _**Note:** If a contributor uses their own time tracking process or tools, then it is OK to track the extra time spent tracking! Contributors at Fleet are evaluated based on their results, not the number of hours they work._ - -## Informing managers about hours worked -Every Friday at 1:00pm CT, we gather hours worked for anyone who gets paid hourly by Fleet. This includes core team members and consultants, regardless of employment classification, and regardless whether inside or outside of the United States. - -Here's how: -- For every hourly core team member in Gusto or Pilot.co, look up their manager ([who they report to](https://fleetdm.com/handbook/company#org-chart)). -- If any direct report is hourly in Pilot.co and does not submit their hours until the end of the month, still list them, but explain. (See example below.) -- [Consultants](https://fleetdm.com/handbook/business-operations#hiring) don't have a formal reporting structure or manager. Instead, send their hours worked to the CEO, no matter who the consultant is. - -Then, send **the CEO** and **each manager** a direct message in Slack by copying and pasting the following template: - -> Here are the hours worked by your direct reports since last Saturday at midnight (YYYY-MM-DD): -> - ๐Ÿง‘โ€๐Ÿš€ Alice Bobberson: 21.25 -> - ๐Ÿง‘โ€๐Ÿš€ Charles David: 3.5 -> - ๐Ÿง‘โ€๐Ÿš€ Philippe Timebender: (this person's hours will not be available until they invoice at the end of the month) -> -> And here are the hours worked by consultants: -> - ๐Ÿ’ Bombalurina: 0 -> - ๐Ÿ’ Jennyanydots: 0 -> - ๐Ÿ’ Skimbleshanks: 19 -> - ๐Ÿ’ Grizabella: 0 -> -> More info: https://fleetdm.com/handbook/business-operations#informing-managers-about-hours-worked - - - - -## Departures - -### Communicating departures -Although it's sad to see someone go, Fleet understands that not everything is meant to be forever [like open-source is](https://fleetdm.com/handbook/company/why-this-way#why-open-source). There are a few steps that the company needs to take to facilitate a departure. -1. **Departing team member's manager:** Before speaking further with the team member, inform business operations about the departure via direct message in Slack to the acting Head of People (`@mikermcneil`), who will coordinate the team member's last day, offboarding, and exit meeting. -2. **Business Operations**: Create and begin completing [offboarding issue](https://github.com/fleetdm/classified/blob/main/.github/ISSUE_TEMPLATE/%F0%9F%9A%AA-offboarding-____________.md). - > After finding out at the next standup (or sooner), Business Operations will post in `#g-e` to inform the E-group of the team member's departure and ask E-group members will inform any other managers on their teams. -3. **CEO**: The CEO will make an announcement during the "๐ŸŒˆ Weekly Update" post on Friday in the `#general` channel on Slack. - - -## Adding an advisor -Advisor agreements are sent through [DocuSign](https://www.docusign.com/), using the "Advisor Agreement" -template. -- Send the advisor agreement. To send a new advisor agreement, you'll need the new advisor's name and the number of shares they are offered. -- Once you send the agreement, locate an existing empty row and available ID in ["Advisors"](https://docs.google.com/spreadsheets/d/15knBE2-PrQ1Ad-QcIk0mxCN-xFsATKK9hcifqrm0qFQ/edit#gid=1803674483) and enter the new advisor's information. - >**_Note:_** *Be sure to mark any columns that haven't been completed yet as "TODO"* - -### Finalizing a new advisor -- Update the ["Advisors"](https://docs.google.com/spreadsheets/d/15knBE2-PrQ1Ad-QcIk0mxCN-xFsATKK9hcifqrm0qFQ/edit#gid=1803674483) to show that the agreement has been signed, and ask the new advisor to add us on [LinkedIn](https://www.linkedin.com/company/71111416), [Crunchbase](https://www.crunchbase.com/organization/fleet-device-management), and [Angellist](https://angel.co/company/fleetdm). -- Update "Equity plan" to reflect updated status and equity grant for this advisor, and to ensure the advisor's equity is queued up for the next quarterly equity grant ritual. - - -## 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 in 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](./security.md). - -### Vendor questionnaires -In responding to security questionnaires, Fleet endeavors to provide full transparency via our [security policies](https://fleetdm.com/handbook/security/security-policies#security-policies) and [application security](https://fleetdm.com/handbook/business-operations/application-security) documentation. In addition to this documentation, please refer to [the vendor questionnaires page](./vendor-questionnaires.md) - -## Finance - -### Monthly accounting -Create a [new montly accounting issue](https://github.com/fleetdm/confidential/issues/new/choose) for the current month and year named "Closing out YYYY-MM" in GitHub and complete all of the tasks in the issue. (This uses the [monthly accounting issue template](https://github.com/fleetdm/confidential/blob/main/.github/ISSUE_TEMPLATE/5-monthly-accounting.md). - -#### When is the issue created? - -We create and close the monthly accounting issue for the previous month within the first 7 days of the following month. For example, the monthly accounting issue to close out the month of January is created promptly in February and closed before the end of the day, Feb 7th. - -A convenient trick is to create the issue on the first Friday of the month and close it ASAP. - -#### SLA -The monthly accounting issue should be completed and closed before the 7th of the month. - -The close date is tracked each month in [KPIs](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit). - -### Payroll -Many of these processes are automated, but it's vital to check Gusto and Pilot manually for accuracy. - - Salaried fleeties are automated in Gusto and Pilot - - Hourly fleeties and consultants are a manual process in Gusto and Pilot. - -| Unique payrolls | Action | DRI | -|:-----------------------------|:-----------------------------|:-----------------------------| -| Commissions and ramp | "Off-cycle" payroll | Nathan -| Sign-on bonus | "Bonus" payroll | Mike McNeil -| Performance bonus | "Bonus" payroll | Mike McNeil -| Accelerations (quarterly) | "Off-cycle" payroll | Nathan - -Add the amount to be paid to the "Gross" line. -For Fleet's US contractors, running payroll is a manual process. -The steps for doing this are highlighted in this loom, TODO. -1. Time tools -2. Time tracking -3. Review hours -4. Adjust time frame to match current payroll period (the 27th through 26th of the month) -5. Sync hours -6. Run contractor payroll - -#### Commission payroll - -> TODO: bit more process here. Maybe revops is DRI of commission calculator, creates "2023-03 commission payroll", transfered to Nathan when it's time to run? SLA == payroll run by the 7th, with commission sheet 100% accurate. - -- Update [commission calculator](https://docs.google.com/spreadsheets/d/1vw6Q7kCC7-FdG5Fgx3ghgUdQiF2qwxk6njgK6z8_O9U/edit) with new revenue from any deals that are closed/won (have a subscription agreement signed by both parties) and have an **effective start date** within the previous month. - - Find detailed notes on this process in [Notes - Run commission payroll in Gusto](https://docs.google.com/document/d/1FQLpGxvHPW6X801HYYLPs5y8o943mmasQD3m9k_c0so/edit#). -- Contact Mike McNeil in Slack and let her know he can run the commission payroll. Use the off-cycle payroll option in Gusto. Be sure to classify the payment as "Commission" in the "other earnings" field and not the generic "Bonus." -- Once commission payroll has been run, update the [commission calculator](https://docs.google.com/spreadsheets/d/1vw6Q7kCC7-FdG5Fgx3ghgUdQiF2qwxk6njgK6z8_O9U/edit) to mark the commission as paid. - -#### Updating a consultant's fee - - Direct message Mike McNeil with hourly rate change information. - - After CEO approval, Mike McNeil will issue a new contractor agreement with the updated fee via DocuSign. - - -### Annual reporting for capital credit line -- Within 60 days of the end of the year: - - Provide Silicon Valley Bank (SVB) with our balance sheet and profit and loss statement (P&L, sometimes called a cashflow statement) for the past twelve months. - - Provide SVB with our annual operating budgets and projections (on a quarterly basis) for the coming year. - - Deliver this as early as possible in case they have questions. - -### Quarterly Quickbooks Online (QBO) check -- Check to make sure [bookkeeping quirks](https://docs.google.com/spreadsheets/d/1nuUPMZb1z_lrbaQEcgjnxppnYv_GWOTTo4FMqLOlsWg/edit?usp=sharing) are all accounted for and resolved or in progress toward resolution. -- Check balance sheet and profit and loss statements (P&Ls) in QBO against the [monthly workbooks](https://drive.google.com/drive/folders/1ben-xJgL5MlMJhIl2OeQpDjbk-pF6eJM) in Google Drive. - -### Quarterly investor reporting -- Login to Chronograph and upload our profit and loss statement (P&L), balance sheet and cash flow statements for CRV (all in one book saved in [Google Drive](https://drive.google.com/drive/folders/1ben-xJgL5MlMJhIl2OeQpDjbk-pF6eJM). -- Provide updated metrics for the following items using Fleet's [KPI spreadsheet](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit#gid=0). - - Headcount at end of the previous quarter. - - Starting ARR for the previous quarter. - - Total new ARR for the previous quarter. - - "Upsell ARR" (new ARR from expansions only- Chronograph defines "upsell" as price increases for any reason. - **- Fleet does not "upsell" anything; we deliver more value and customers enroll more hosts), downgrade ARR and churn ARR (if any) for the previous quarter.** - - Ending ARR for the previous quarter. - - Starting number of customers, churned customers, and the number of new customers Fleet gained during the previous quarter. - - Total amount of Fleet customers at the end of the previous quarter. - - Gross margin % - - How to calculate: total revenue for the quarter - cost of goods sold for the quarter (these metrics can be found in our books from Pilot). Chronograph will automatically conver this number to a %. - - Net dollar retention rate - - How to calculate: (starting ARR + new subscriptions and expansions - churn)/starting ARR. - - Cash burn - - How to calculate: (start of quarter runway - end of quarter runway)/3. - - -## Legal - -Please submit legal questions and requests to [Business Operations department](https://fleetdm.com/handbook/business-operations#intake). -> **Note:** Escalate first-of-its-kind agreements to the CEO. Mike will review business terms and consult with lawyers as necessary. - - -## Getting a contract signed - -If a contract is ready for signature and requires no review or revision, the requestor logins into DocuSign using hello@ from the 1Password vault and routes 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. - -The SLA for contract signature is **2 business days**. Please do not follow up on signature unless this time has elapsed. - -> _**Note:** Signature open time for the CEO is not currently measured, to avoid the overhead of creating separate signature issues to measure open and close time. This may change as signature volume increases._ - -## Getting a contract reviewed - -> If a document is ready for signature and does not need to be reviewed or negotiated, you can skip the review process and use the signature process documented above. - -To get a contract reviewed, upload the agreement to [Google Drive](https://drive.google.com/drive/folders/1G1JTpFxhKZZzmn2L2RppohCX5Bv_CQ9c). - -Complete the [contract review issue template in GitHub](https://fleetdm.com/handbook/business-operations#intake), being sure to include the link to the document you uploaded and using the Calendly link in the issue template to schedule time to discuss the agreement with Nathan Holliday (allowing for sufficient time for him to have reviewed the contract prior to the call). - -Follow up comments should be made in the GitHub issue and in the document itself so it is all in the same place. - -The SLA for contract review is **2 business days**. - -Once the review is complete, the issue will be closed. - -If an agreement requires an additional review during the negotiation process, the requestor will need to follow these steps again. Uploading the new draft and creating a new issue in GitHub. - -When no further review or action is required for an agreement and the document is ready to be signed, the requestor is then responsible for routing the document for signature. - - - - -## Taxes and compliance - -From time to time, you may get notices in the mail from the IRS and/or state agencies regarding your companyโ€™s withholding and/or unemployment tax accounts. You can resolve many of these notices on your own by verifying and/or updating the settings in your Gusto account. -If the notice is regarding an upcoming change to your deposit schedule or unemployment tax rate, Mike McNeil will make the change in Gusto. Including: - - Update your unemployment tax rate. - - Update your federal deposit schedule. - - Update your state deposit schedule. -**Important** Agencies do not send notices to Gusto directly, so itโ€™s important that you read and take action before any listed deadlines or effective dates of requested changes. -Notices you should report to Gusto. -If you can't resolve the notice on your own, are unsure what the notice is in reference to, or the tax notice has a missing payment or balance owed, follow the steps in the Report and upload a tax notice in Gusto. -In Gusto, click **How to review your notice** to help you understand what kind of notice you received and what additional action you can take to help speed up the time it takes to resolve the issue. -For more information about how Fleet and our accounting team work together, check out [Fleet - who does what](https://docs.google.com/spreadsheets/d/1FFOudmHmfVFIk-hdIWoPFsvMPmsjnRB8/edit#gid=829046836) (private doc). - -### State quarterly payroll and tax filings -Every quarter, payroll and tax filings are due for each state. Gusto can handle these automatically if Third-party authorization (TPA) is enabled. Each state is unique and Gusto has a library of [State registration and resources](https://support.gusto.com/hub/Employers-and-admins/Taxes-forms-and-compliance/State-registration-and-resources) available to review. -You will need to grant Third-party authorization (TPA) per state and this should be checked quarterly before the filing due dates to ensure that Gusto can file on time. - -### CorpNet state registration process -In CorpNet, select "place an order for an existing business" weโ€™ll need to have Foreign Registration and Payroll Tax Registration done. - - You can have CorpNet do this by emailing the account rep "Subject: Fleet Device Management: State - Foreign Registration and Payroll Tax Registration" (this takes about two weeks). - - You can do this between you and CorpNet by selecting "Foreign Qualification," placing the order and emailing the confirmation to the rep for Payroll registration (this is a short turnaround). - - You can do this on your own by visiting the state's "Secretary of State" website and checking that the company name is available. To register online, you'll need the EIN, business address, information about the owners and their percentages, the first date of business, sales within the state, and the business type (usually get an email right away for approval ~24-48 hrs). -For more information, check out [Fleet - who does what](https://docs.google.com/spreadsheets/d/1FFOudmHmfVFIk-hdIWoPFsvMPmsjnRB8/edit?usp=sharing&ouid=102440584423243016963&rtpof=true&sd=true). - - - -## Rituals -The following table lists this group's rituals, frequency, and Directly Responsible Individual (DRI). - -| Ritual | Frequency | Description | [DRI](https://fleetdm.com/handbook/company/why-this-way#why-group-slack-channels) | -|:-----------------------------|:-----------------------------|:----------------------------------------------------|-------------------| -| Key review | every three weeks | Every release cycle, a key review deck is prepared and presented. | Head of Business Operations | -| Informing managers about hours worked | Weekly | See [Informing managers about hours worked"](https://fleetdm.com/handbook/business-operations#informing-managers-about-hours-worked). | Head of Business Operations | -| Payroll | Monthly before payroll runs | Every month, Mike McNeil audits the payroll platforms for accuracy. | Head of Business Operations | -| US contractor payroll | Monthly | Sync contractor hours to payments in Gusto and run payroll for the month. | Head of Business Operations | -| Commission payroll | Monthly | Use the [commission calculator](https://docs.google.com/spreadsheets/d/1vw6Q7kCC7-FdG5Fgx3ghgUdQiF2qwxk6njgK6z8_O9U/edit#gid=0) to determine the commission payroll to be run in Gusto. | Taylor Hughes | -| Revenue report | Weekly | At the start of every week, check the Salesforce reports for past due invoices, non-invoiced opportunities, and past due renewals. Report any findings to in the `#g-sales` channel by mentioning Alex Mitchell and Mike McNeil. | Taylor Hughes | -| Monthly accounting | Monthly | Create [the monthly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps. | Nathanael Holliday | -| Quarterly grants | Quarterly | Create [the quarterly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps. | Nathanael Holliday | -| AP invoice monitoring | Weekly | Look for new accounts payable invoices and make sure that Fleet's suppliers are paid. | Nathanael Holliday | -| Tax preparation | Annually on the first week of March | Provide information to tax team with Deloitte and assist with filing and paying state and federal returns | Nathanael Holliday | -| Vanta check | Monthly | Look for any new actions in Vanta due in the upcoming months and create issues to ensure they're done on time. | Nathan Holliday | -| Investor reporting | Quarterly | Provide updated metrics for CRV in Chronograph. | Nathanael Holliday | -| Applicant forwarding | Daily | Whenever an application notification arrives in the BizOps slack channel, forward this notification to the hiring channel for that position. | Joanne Stableford | - - - - - - - - - -## Kanban -Any Fleet team member can [view the ๐Ÿ”ฆ#g-business-operations kanban board](https://app.zenhub.com/workspaces/-g-business-operations-63f3dc3cc931f6247fcf55a9/board?sprints=none) (confidential) for this department, including pending tasks in the active sprint and any new requests. - -## Intake -To make a request of the business operations department, [create an issue using one of our issue templates](https://github.com/fleetdm/confidential/issues/new/choose). If you don't see what you need, or you are unsure, [create a custom request issue](https://github.com/fleetdm/confidential/issues/new/choose) and someone in business operations will reply within 1 business day. - -> If you're not sure that your request can wait that long, then please ask for urgent help in our group Slack channel: `#g-business-operations`. Only use this approach or at-mention contributors in business operations directly in urgent situations. Otherwise, create an issue. - - - -## Slack channels -These groups maintain the following [Slack channels](https://fleetdm.com/handbook/company/why-this-way#why-group-slack-channels): - -| Slack channel | [DRI](https://fleetdm.com/handbook/company/why-this-way#why-group-slack-channels) | -|:----------------------------------------|:--------------------------------------------------------------------| -| `#g-business-operations` | Joanne Stableford -| `#help-brex` | Nathan Holliday -| `#help-classified` _(ยถยถ)_ | Joanne Stableford -| `#help-onboarding` | Mike McNeil -| `#help-manage` | Mike McNeil -| `#help-open-core-ventures` _(ยถยถ)_ | Mike McNeil -| `#_security` | Zach Wasserman +Please see [handbook/company#open-positions](https://fleetdm.com/handbook/company#open-positions) for a list of open job postings at Fleet. #### Stubs The following stubs are included only to make links backward compatible. @@ -952,13 +952,6 @@ The following stubs are included only to make links backward compatible. Please see [handbook/company/communication](https://fleetdm.com/handbook/company/communication#meetings) for all meetings sections -##### Open positions - -Please see [handbook/company#open-positions](https://fleetdm.com/handbook/company#open-positions) for a list of open job postings at Fleet. - -##### Weekly updates - -Please see [handbook/company/ceo-handbook#weekly-updates](https://fleetdm.com/handbook/company/ceo-handbook#weekly-updates)