From 6a0e8b56cb0ae1c35acdda5cce553213b70fa4f0 Mon Sep 17 00:00:00 2001 From: Michael Pinto <147431865+pintomi1989@users.noreply.github.com> Date: Wed, 5 Nov 2025 18:20:47 -0800 Subject: [PATCH] Added customer promise responsibilities.md (#35246) **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 | 10 ++++++++++ 1 file changed, 10 insertions(+) diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md index 652228a485..0cc47298c9 100644 --- a/handbook/customer-success/README.md +++ b/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: