From eff5d0128227c4c53d0f0bb090bddb29cb3de362 Mon Sep 17 00:00:00 2001 From: Dale Ribeiro Date: Mon, 16 Jun 2025 11:09:44 -0400 Subject: [PATCH] Updated name of Slack channel.md (#30034) Updated name of Slack channel from #g-customer-success to #help-customers # 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) - [ ] Added support on fleet's osquery simulator `cmd/osquery-perf` for new osquery data ingestion features. - [ ] If paths of existing endpoints are modified without backwards compatibility, checked the frontend/CLI for any necessary changes - [ ] If database migrations are included, checked table schema to confirm autoupdate - For new Fleet configuration settings - [ ] Verified that the setting can be managed via GitOps, or confirmed that the setting is explicitly being excluded from GitOps. If managing via Gitops: - [ ] Verified that the setting is exported via `fleetctl generate-gitops` - [ ] Added the setting 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 - For 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`). - [ ] Added/updated automated tests - [ ] Manual QA for all new/changed functionality - For Orbit and Fleet Desktop changes: - [ ] Make sure fleetd is compatible 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)). - [ ] Orbit runs on macOS, Linux and Windows. Check if the orbit feature/bugfix should only apply to one platform (`runtime.GOOS`). - [ ] Manual QA must be performed in the three main OSs, macOS, Windows and Linux. - [ ] Auto-update manual QA, from released version of component to new version (see [tools/tuf/test](../tools/tuf/test/README.md)). - [ ] For unreleased bug fixes in a release candidate, confirmed that the fix is not expected to adversely impact load test results or alerted the release DRI if additional load testing is needed. --- handbook/customer-success/README.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md index 67ca813269..0c907fd000 100644 --- a/handbook/customer-success/README.md +++ b/handbook/customer-success/README.md @@ -17,7 +17,7 @@ This handbook page details processes specific to working [with](#contact-us) and ## Contact us -- To **make a request** of this department, [create an issue](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=:help-customers&projects=&template=1-custom-request.md&title=Request%3A+_______________________) and a team member will get back to you within one business day (If urgent, mention a [team member](#team) in the [#g-customer-success](https://fleetdm.slack.com/archives/C062D0THVV1)). +- To **make a request** of this department, [create an issue](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=:help-customers&projects=&template=1-custom-request.md&title=Request%3A+_______________________) and a team member will get back to you within one business day (If urgent, mention a [team member](#team) in the [#help-customers](https://fleetdm.slack.com/archives/C062D0THVV1)). - Any Fleet team member can [view the kanban board](https://github.com/fleetdm/fleet#workspaces/-g-customer-success-642c83a53e96760014c978bd/board) for this department, including pending tasks and the status of new requests. - Please **use issue comments and GitHub mentions** to communicate follow-ups or answer questions related to your request. @@ -177,7 +177,7 @@ Customer Support and 24/7 on-call Engineers are responsible for the first respon ### Maintain first responder SLA -The first responder on-call for Managed Cloud will take ownership of the @infrastructure-oncall alias in Slack first thing Monday morning. The previous week's on-call will provide a summary in the #g-customer-success Slack channel with an update on alarms that came up the week before, open issues with or without direct end-user impact, and other issues to keep an eye out for. +The first responder on-call for Managed Cloud will take ownership of the @infrastructure-oncall alias in Slack first thing Monday morning. The previous week's on-call will provide a summary in the #help-customers Slack channel with an update on alarms that came up the week before, open issues with or without direct end-user impact, and other issues to keep an eye out for. - **First responders:** Robert Fairburn, Kathy Satterlee Escalation of alarms will be done manually by the first responder according to the escalation contacts mentioned above. A [suspected outage issue](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=%23outage%2C%23g-cx%2C%3Arelease&projects=&template=outage.md&title=Suspected+outage%3A+YYYY-MM-DD) should be created to track the escalation and determine root cause.