From 9ea1c1787b9f1bec25c4269d6ed905be6780c1f5 Mon Sep 17 00:00:00 2001 From: Sam Pfluger <108141731+Sampfluger88@users.noreply.github.com> Date: Fri, 5 Dec 2025 19:09:41 -0800 Subject: [PATCH] Update references from SLAs to SLOs in handbook (#36778) Replaced outdated references to 'customer support service level agreements (SLAs)' with 'customer support service level objectives (SLOs)' across multiple handbook files for consistency and accuracy. Updated related URLs to point to the correct SLO documentation. Releated to https://github.com/fleetdm/fleet/pull/36756 --- handbook/company/communications.md | 2 +- handbook/customer-success/README.md | 3 +++ handbook/customer-success/customer-success.rituals.yml | 4 ++-- handbook/finance/security.md | 2 +- handbook/sales/README.md | 2 +- 5 files changed, 8 insertions(+), 5 deletions(-) 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