Added customer promise responsibilities.md (#35246)

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**Related issue:** Resolves #

# Checklist for submitter

If some of the following don't apply, delete the relevant line.

- [ ] Changes file added for user-visible changes in `changes/`,
`orbit/changes/` or `ee/fleetd-chrome/changes`.
See [Changes
files](https://github.com/fleetdm/fleet/blob/main/docs/Contributing/guides/committing-changes.md#changes-files)
for more information.

- [ ] Input data is properly validated, `SELECT *` is avoided, SQL
injection is prevented (using placeholders for values in statements)
- [ ] If paths of existing endpoints are modified without backwards
compatibility, checked the frontend/CLI for any necessary changes

## Testing

- [ ] Added/updated automated tests
- [ ] Where appropriate, [automated tests simulate multiple hosts and
test for host
isolation](https://github.com/fleetdm/fleet/blob/main/docs/Contributing/reference/patterns-backend.md#unit-testing)
(updates to one hosts's records do not affect another)

- [ ] QA'd all new/changed functionality manually

For unreleased bug fixes in a release candidate, one of:

- [ ] Confirmed that the fix is not expected to adversely impact load
test results
- [ ] Alerted the release DRI if additional load testing is needed

## Database migrations

- [ ] Checked schema for all modified table for columns that will
auto-update timestamps during migration.
- [ ] Confirmed that updating the timestamps is acceptable, and will not
cause unwanted side effects.
- [ ] Ensured the correct collation is explicitly set for character
columns (`COLLATE utf8mb4_unicode_ci`).

## New Fleet configuration settings

- [ ] Setting(s) is/are explicitly excluded from GitOps

If you didn't check the box above, follow this checklist for
GitOps-enabled settings:

- [ ] Verified that the setting is exported via `fleetctl
generate-gitops`
- [ ] Verified the setting is documented in a separate PR to [the GitOps
documentation](https://github.com/fleetdm/fleet/blob/main/docs/Configuration/yaml-files.md#L485)
- [ ] Verified that the setting is cleared on the server if it is not
supplied in a YAML file (or that it is documented as being optional)
- [ ] Verified that any relevant UI is disabled when GitOps mode is
enabled

## fleetd/orbit/Fleet Desktop

- [ ] Verified compatibility with the latest released version of Fleet
(see [Must
rule](https://github.com/fleetdm/fleet/blob/main/docs/Contributing/workflows/fleetd-development-and-release-strategy.md))
- [ ] If the change applies to only one platform, confirmed that
`runtime.GOOS` is used as needed to isolate changes
- [ ] Verified that fleetd runs on macOS, Linux and Windows
- [ ] Verified auto-update works from the released version of component
to the new version (see [tools/tuf/test](../tools/tuf/test/README.md))

---------

Co-authored-by: Sam Pfluger <108141731+Sampfluger88@users.noreply.github.com>

handbook/customer-success/README.md

@@ -126,6 +126,16 @@ Business reviews are conducted quarterly or bi-annually to ensure initial succes
 3. After the business review, save the presentation as a PDF and share it with your customer.
 
 
+### Close out a completed customer promise
+
+Customer promises are contractually obligated feature requests, with guaranteed completion in specific timeframes. These are always represented in a signed contract with the customer. Document the completion of a customer promise through the following steps:
+1. When a customer promise is thought to be complete, Fleet's product team will reach out and ask the assigned CSM for confirmation from the customer.
+2. Once notified, reach out to your customer and schedule a meeting to review the work that has been done, and to make sure it meets their requirements.
+3. At the end of the customer promise review meeting, tell your customer that you will be sending over an email going over the discussion and completion of their promise.
+4. Get a verbal agreement from your customer to respond to that follow up email, with a confirmation that the promise was completed in a satisfactory manner.
+5. Once you have received email confirmation of the completed promise, you may then close out the related issue in GitHub.
+
+
 ### File a customer bug report
 
 Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue). When creating a new issue, make sure to do the following: