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Handbook: Move 5xx-handling instructions to digital experience page (#4853)

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* Move 5xx-handling instructions to digital experience page

* Update brand.md
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Mike McNeil 2022-03-28 20:46:25 -05:00 committed by GitHub
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30
handbook/brand.md
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@ -59,15 +59,14 @@ See also [https://fleetdm.com/handbook/community#press-releases](https://fleetdm
## Fleet website
### How to export images
In Figma:
1. Select the layers you want to export.
2. Confirm export settings and naming convention:
* item name - color variant - (css)size - @2x.fileformat (e.g., `os-macos-black-16x16@2x.png`)
* note that the dimensions in the filename are in CSS pixels. In this example, the image would actually have dimensions of 32x32px, if you opened it in preview. But in the filename, and in HTML/CSS, we'll size it as if it were 16x16. This is so that we support retina displays by default.
* File extension might be .jpg or .png.
* Avoid using SVGs or icon fonts.
3. Click the __Export__ button.
### Responding to a 5xx error on fleetdm.com
Production systems can fail for various reasons, and it can be frustrating to users when they do, and customer experience is significant to Fleet. In the event of system failure, Fleet will:
* Investigate the problem to determine the root cause
* Identify affected users
* Escalate if necessary
* Understand and remediate the problem
* Notify impacted users of any steps they need to take (if any). If a customer paid with a credit card and had a bad experience, default to refunding their money.
* Conduct an incident post-mortem to determine any additional steps we need (including monitoring) to take to prevent this class of problems from happening in the future
### When can I merge a change to the website?
When merging a PR to master, bear in mind that whatever you merge to master gets deployed live immediately. So if the PR's changes contain anything that you don't think is appropriate to be seen publicly by all guests of [fleetdm.com](https://fleetdm.com/), then please do not merge.
@ -80,8 +79,7 @@ If the action fails, please complete the following steps:
2. Select "Roll back to here" on the second to most recent deploy.
3. Head to the fleetdm/fleet GitHub repository and re-run the Deploy Fleet Website action.
### Browser compatibility checking
### Maintaining browser compatibility
A browser compatibility check of [fleetdm.com](https://fleetdm.com/) should be carried out monthly to verify that the website looks, and functions as expected across all [supported browsers](../docs/Using-Fleet/Supported-browsers.md).
@ -101,5 +99,15 @@ To propose changes:
4. Code the website change. Again, digital experience often does this but anyone can help.
5. Measure if the change made it easier to use. This can be tricky, but the growth team will have ideas on how to do this.
### How to export images for the website
In Figma:
1. Select the layers you want to export.
2. Confirm export settings and naming convention:
* item name - color variant - (css)size - @2x.fileformat (e.g., `os-macos-black-16x16@2x.png`)
* note that the dimensions in the filename are in CSS pixels. In this example, the image would actually have dimensions of 32x32px, if you opened it in preview. But in the filename, and in HTML/CSS, we'll size it as if it were 16x16. This is so that we support retina displays by default.
* File extension might be .jpg or .png.
* Avoid using SVGs or icon fonts.
3. Click the __Export__ button.
<meta name="maintainedBy" value="mike-j-thomas">

10
handbook/customers.md
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@ -85,16 +85,6 @@ When creating a new issue, ensure the following:
### Responding to a request to change a credit card number
To change a customer credit card number you identify the customer's account email, log into Stripe, and choose the subscriptions associated with that account. You can then email the customer an invoice and they can update the payment method on file.
### Responding to a 500 error on fleetdm.com
Production systems can fail for various reasons, and it can be frustrating to users when they do, and customer experience is significant to Fleet. In the event of system failure, Fleet will:
* Investigate the problem to determine the root cause
* Identify affected users
* Escalate if necessary
* Understand and remediate the problem
* Notify impacted users of any steps they need to take (if any). If a customer paid with a credit card and had a bad experience, default to refunding their money.
* Conduct an incident post-mortem to determine any additional steps we need (including monitoring) to take to prevent this class of problems from happening in the future
## Incident postmortems
At Fleet, we take customer incidents very seriously. After working with customers to resolve issues, we will conduct an internal postmortem to determine any documentation or coding changes to prevent similar incidents from happening in the future. Why? We strive to make Fleet the best osquery management platform globally, and we sincerely believe that starts with sharing lessons learned with the community to become stronger together.