diff --git a/handbook/company/communications.md b/handbook/company/communications.md index a686e7e3ab..ac6261c3c4 100644 --- a/handbook/company/communications.md +++ b/handbook/company/communications.md @@ -1593,7 +1593,7 @@ The following stubs are included only to make links backward compatible. Please see 📖[handbook/company/communications#competition](https://fleetdm.com/handbook/company/communications#new-fleeties). ##### Customer support service level agreements (SLAs) -Please see 📖[handbook/company/go-to-market-groups#customer-support-service-level-agreements-slas](https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-agreements-slas). +Please see 📖[handbook/company/go-to-market-groups#customer-support-service-level-objectives-slos](https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-objectives-slos). For below, please see 📖[handbook/company/communications#scheduling-a-meeting](https://fleetdm.com/handbook/company/communications#scheduling-a-meeting). ##### Internal meetings diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md index 9e28b0ef8c..658eac0bc2 100644 --- a/handbook/customer-success/README.md +++ b/handbook/customer-success/README.md @@ -307,6 +307,9 @@ Once you submit the form, Stripe will refund the user's payment and cancel their #### Stubs The following stubs are included only to make links backward compatible. +##### Customer support service level agreements (SLAs) +Please see 📖[handbook/company/go-to-market-groups#customer-support-service-level-objectives-slos](https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-objectives-slos). + ##### Runbooks Please see [Handbook/customer-success#respond-to-messages-and-alerts](https://www.fleetdm.com/handbook/customer-success#respond-to-messages-and-alerts) diff --git a/handbook/customer-success/customer-success.rituals.yml b/handbook/customer-success/customer-success.rituals.yml index bcb40a37f2..31686f81af 100644 --- a/handbook/customer-success/customer-success.rituals.yml +++ b/handbook/customer-success/customer-success.rituals.yml @@ -27,14 +27,14 @@ startedOn: "2024-02-08" frequency: "Daily" description: "Continuously monitor Slack for customer feedback, feature requests, reported bugs, etc., and respond in less than an hour." - moreInfoUrl: "https://fleetdm.com/handbook/company/communications#customer-support-service-level-agreements-slas" # TODO: add responsibility on customer-success readme + moreInfoUrl: "https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-objectives-slos" # TODO: add responsibility on customer-success readme dri: "ddribeiro" - task: "Follow-up on unresolved customer questions and concerns" startedOn: "2024-02-08" frequency: "Daily" description: "Follow-up with and tag appropriate personnel on customer issues and bugs in progress and items that remain unresolved." - moreInfoUrl: "https://fleetdm.com/handbook/company/communications#customer-support-service-level-agreements-slas" # TODO: add responsibility on customer-success readme + moreInfoUrl: "https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-objectives-slos" # TODO: add responsibility on customer-success readme dri: "ddribeiro" - task: "Prepare for customer voice" diff --git a/handbook/finance/security.md b/handbook/finance/security.md index f1973d6ce8..418526fd61 100644 --- a/handbook/finance/security.md +++ b/handbook/finance/security.md @@ -870,7 +870,7 @@ Please also see [privacy](https://fleetdm.com/legal/privacy) ## Other questions -Other commonly asked questions of Fleet can be found in our [SIG Lite](https://docs.google.com/spreadsheets/d/1XiGv_M6w2pcfe9zWp-Q9ssXi2A-vnTgs/edit?usp=sharing&ouid=113668214024041155485&rtpof=true&sd=true) or in [recently answered questionnaires](https://drive.google.com/drive/folders/1lP_YX7lGWOofjOISdTd15gJax_pn0cjY?usp=drive_link). Other information sometimes asked about includes [customer support SLAs](https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-agreements-slas) and [release testing](https://fleetdm.com/handbook/company/product-groups#release-testing). Technical information can often be found in [Fleet docs](https://fleetdm.com/docs/get-started/why-fleet). +Other commonly asked questions of Fleet can be found in our [SIG Lite](https://docs.google.com/spreadsheets/d/1XiGv_M6w2pcfe9zWp-Q9ssXi2A-vnTgs/edit?usp=sharing&ouid=113668214024041155485&rtpof=true&sd=true) or in [recently answered questionnaires](https://drive.google.com/drive/folders/1lP_YX7lGWOofjOISdTd15gJax_pn0cjY?usp=drive_link). Other information sometimes asked about includes [customer support SLOs](https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-objectives-slos) and [release testing](https://fleetdm.com/handbook/company/product-groups#release-testing). Technical information can often be found in [Fleet docs](https://fleetdm.com/docs/get-started/why-fleet). ## Security policies diff --git a/handbook/sales/README.md b/handbook/sales/README.md index 0085a43917..4c502666be 100644 --- a/handbook/sales/README.md +++ b/handbook/sales/README.md @@ -164,7 +164,7 @@ The following stubs are included only to make links backward compatible. ##### Fleet Premium ##### Fleet Free ##### Emergency (P0) request communications -Please see [handbook/company/communications#customer-support-service-level-agreements-slas](https://fleetdm.com/handbook/company/communications#customer-support-service-level-agreements-slas) for all sections above. +Please see [handbook/company/communications#customer-support-service-level-objectives-slos](https://fleetdm.com/handbook/company/go-to-market-groups#customer-support-service-level-objectives-slos) for all sections above. ##### Submit a customer contract for legal review ##### Standard terms ##### Non-standard NDAs