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| <!DOCTYPE html> | |
| <html> | |
| <head> | |
| <meta charset="utf-8"> | |
| <meta name="viewport" content="width=device-width, initial-scale=1"> | |
| <title>Support</title> | |
| <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/bulma/0.7.4/css/bulma.min.css"> | |
| <style type="text/css"> | |
| .table td { | |
| vertical-align: middle; | |
| } | |
| </style> | |
| <script defer src="https://use.fontawesome.com/releases/v5.3.1/js/all.js"></script> | |
| </head> | |
| <body> | |
| <section class="section"> | |
| <div class="columns"> | |
| <div class="column is-one-fourth z-is-hidden"> | |
| <aside class="menu"> | |
| <ul class="menu-list"> | |
| <li><a href="https://example.com/2019-05-28-dberger/">Self-Assessment</a></li> | |
| <li><a href="https://example.com/2019-05-28-dberger/alignment/">Alignment and Adaptability</a></li> | |
| <li><a href="https://example.com/2019-05-28-dberger/cf-domain-expertise/">CF Domain Expertise</a></li> | |
| <li><a href="https://example.com/2019-05-28-dberger/collaboration/">Collaboration</a></li> | |
| <li><a href="https://example.com/2019-05-28-dberger/engineering-process/">Engineering Process</a></li> | |
| <li><a href="https://example.com/2019-05-28-dberger/flow/">Flow</a></li> | |
| <li><a href="https://example.com/2019-05-28-dberger/project-leadership/">Project Leadership</a></li> | |
| <li><a class="is-active" href="https://example.com/2019-05-28-dberger/support/">Support</a></li> | |
| <li><a href="https://example.com/2019-05-28-dberger/technical-decision-making/">Technical Decision-Making</a></li> | |
| <li><a href="https://example.com/2019-05-28-dberger/technical-execution/">Technical Execution</a></li> | |
| </ul> | |
| </aside> | |
| </div> | |
| <div class="column"> | |
| <div class="container"> | |
| <h1 class="title">Support</h1> | |
| <div class="content"> | |
| <p>Passion for supporting our customers on their PCF journey, and ability to approach support | |
| issues with a customer-focussed mindset. You are able to handle interrupt-driven and exploratory | |
| work (e.g. questions on slack, on-call escalations, participation in cross-team meetings.) You | |
| ask relevant questions about an issue, figuring out what a customer needs to move forward, and | |
| drive it to resolution. You can communicate what you know respectfully to different audiences. | |
| You can also share what you still don’t know, and help identify the steps to learn more. You can | |
| apply your acquired CF knowledge on the fly, and are able to explore creative solutions to help | |
| meet the customer midway.</p> | |
| <p>One example of success in this area: Your PM notes that there is an open support ticket that the | |
| team should help with. You don’t have much context on the issue, but go into the Slack channel | |
| with an open mind. You ask good foundational questions, learning where assumptions have been | |
| made, and where evidence has been found. After speaking with the customer and with Pivotal | |
| Support, you realize that this is a known issue in an upstream product, and point support in the | |
| right direction. You explain how you got to this conclusion, and stay in the Slack channel until | |
| it’s clear that the issue has been resolved and the customer is satisfied with the outcome.</p> | |
| </div> | |
| </div> | |
| <br> | |
| <div class="container"> | |
| <table class="table is-fullwidth"> | |
| <thead> | |
| <tr> | |
| <th>Level</th> | |
| <th>Summary</th> | |
| </tr> | |
| </thead> | |
| <tbody> | |
| <tr class="has-background-white-bis"> | |
| <td class="has-text-centered" width="24"><strong>P1</strong></td> | |
| <td> | |
| <span class="title"><a href="#skill-sa62d5252">😀</a></span> | |
| <span class="title"><a href="#skill-s3d428875">😀</a></span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis"> | |
| <td class="has-text-centered" width="24"><strong>P2</strong></td> | |
| <td> | |
| <span class="title"><a href="#skill-s6efde109">😀</a></span> | |
| <span class="title"><a href="#skill-s3be10608">🙂</a></span> | |
| <span class="title"><a href="#skill-s5f8a1d49">🙁</a></span> | |
| <span class="title"><a href="#skill-s4305fbd5">😀</a></span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis"> | |
| <td class="has-text-centered" width="24"><strong>P3</strong></td> | |
| <td> | |
| <span class="title"><a href="#skill-sdd987370">😀</a></span> | |
| <span class="title"><a href="#skill-sd47e668e">❔</a></span> | |
| <span class="title"><a href="#skill-s8a9c1f16">🙁</a></span> | |
| <span class="title"><a href="#skill-sf8f39d77">😀</a></span> | |
| <span class="title"><a href="#skill-s41161ed0">😀</a></span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis"> | |
| <td class="has-text-centered" width="24"><strong>P4</strong></td> | |
| <td> | |
| <span class="title"><a href="#skill-sd380cc57">🙂</a></span> | |
| <span class="title"><a href="#skill-s6e65c9f7">❔</a></span> | |
| <span class="title"><a href="#skill-s857eb3e9">🙂</a></span> | |
| <span class="title"><a href="#skill-s4d08da96">😀</a></span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis"> | |
| <td class="has-text-centered" width="24"><strong>P5</strong></td> | |
| <td> | |
| <span class="title"><a href="#skill-s9212b714">🙂</a></span> | |
| <span class="title"><a href="#skill-s3d0febcb">🙂</a></span> | |
| <span class="title"><a href="#skill-see958bb8">🙂</a></span> | |
| </td> | |
| </tr> | |
| </tbody> | |
| </table> | |
| </div> | |
| <br> | |
| <div class="container"> | |
| <table class="table is-fullwidth"> | |
| <thead> | |
| <tr> | |
| <th width="24">Level</th> | |
| <th>Skill / Notes</th> | |
| <th width="24">Review</th> | |
| </tr> | |
| </thead> | |
| <tbody> | |
| <tr class="has-background-white-bis" id="skill-sa62d5252"> | |
| <td class="has-text-centered" width="24"><strong>P1</strong></td> | |
| <td> | |
| Responds with engagement to interrupts; can enlist help | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s3d428875"> | |
| <td class="has-text-centered" width="24"><strong>P1</strong></td> | |
| <td> | |
| Explains their suggestions and their approach to an interrupt or support issue. | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message is-success"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| <em>BOSH</em> — | |
| I’m very good about explaining the logic behind my questions and actions in customer-related discussions in ways that will make sense to them. | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s6efde109"> | |
| <td class="has-text-centered" width="24"><strong>P2</strong></td> | |
| <td> | |
| Makes forward progress on most interrupts | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s3be10608"> | |
| <td class="has-text-centered" width="24"><strong>P2</strong></td> | |
| <td> | |
| Maintains communication feedback loop with involved parties | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s5f8a1d49"> | |
| <td class="has-text-centered" width="24"><strong>P2</strong></td> | |
| <td> | |
| Escalates to leadership when needed, so leadership can involve the right folks to help with the issue | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">🙁</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s4305fbd5"> | |
| <td class="has-text-centered" width="24"><strong>P2</strong></td> | |
| <td> | |
| Resolves familiar issues when encountered again | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-sdd987370"> | |
| <td class="has-text-centered" width="24"><strong>P3</strong></td> | |
| <td> | |
| Assesses interrupts and can identify what someone is really asking for | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| <em>BOSH</em> — | |
| I’m typically pretty good about refocusing conversations about what is needed rather than what is being asked for. And especially trying to put suggestions in the context of features which are already supported. | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-sd47e668e"> | |
| <td class="has-text-centered" width="24"><strong>P3</strong></td> | |
| <td> | |
| Prioritizes interrupts, with support from stakeholders as needed | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">❔</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s8a9c1f16"> | |
| <td class="has-text-centered" width="24"><strong>P3</strong></td> | |
| <td> | |
| Identifies and pulls in the right people to help with the interrupt | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">🙁</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message is-warning"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| I have a tendency to try and handle a situation myself for as long as I’m semi-comfortable in the subject area. Sometimes it would benefit the situation to pull in others more quickly (typically for their own sakes and direct context awareness; not really from concerns about me making the situation worse). | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">🙁</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-sf8f39d77"> | |
| <td class="has-text-centered" width="24"><strong>P3</strong></td> | |
| <td> | |
| Onboards new team members on existing interrupt practices | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| <em>BOSH</em> — | |
| During work hours I would particularly make an effort to have my pair take lead on interrupts and support issues, guiding them in their handling and skills. | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s41161ed0"> | |
| <td class="has-text-centered" width="24"><strong>P3</strong></td> | |
| <td> | |
| Approaches conversations about customer constraints/culture/IT practices with a positive attitude and desire to understand | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message is-success"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| I’m naturally very interested in alternative architectures/implementations/topologies and use that to my advantage here. | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">😏</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-sd380cc57"> | |
| <td class="has-text-centered" width="24"><strong>P4</strong></td> | |
| <td> | |
| Recognizes patterns in interrupts, and channels that feedback to drive product improvements | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message is-success"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| <em>BOSH</em> — | |
| I would often /cc PMs into conversations once a root cause and context had been distilled, or when noticing a couple incidents with a similar theme. | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s6e65c9f7"> | |
| <td class="has-text-centered" width="24"><strong>P4</strong></td> | |
| <td> | |
| Continually assesses team's support load and evolves ways to reduce it / make it easier | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">❔</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s857eb3e9"> | |
| <td class="has-text-centered" width="24"><strong>P4</strong></td> | |
| <td> | |
| Leads support conversations / resolution in high-stakes situations (e.g. angry customers, data loss, etc.) | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| <em>BOSH</em> — | |
| Have only had a couple of these situations, but I’m good at de-escalating and remaining very calm in demanding situations. | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s4d08da96"> | |
| <td class="has-text-centered" width="24"><strong>P4</strong></td> | |
| <td> | |
| Maintains context and switch between different to resolve an interrupt | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message is-success"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| I’m great at switching between things. I typically have to limit myself with a pair and be very intentional about ramping them between contexts. | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">😏</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s9212b714"> | |
| <td class="has-text-centered" width="24"><strong>P5</strong></td> | |
| <td> | |
| Understands support as a first-class feature of the product; shapes product definition based on that understanding | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-s3d0febcb"> | |
| <td class="has-text-centered" width="24"><strong>P5</strong></td> | |
| <td> | |
| Rapidly context-switches and explores uncertain / complex support issues; where valuable, takes the time to articulate the approaches taken and trade-offs of each one | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| <tr> | |
| <td> </td> | |
| <td> | |
| <article class="message is-success"> | |
| <div class="message-body"> | |
| <div class="content"> | |
| <em>BOSH</em> — | |
| When communicating proposed actions in Slack and on Support, I include context and trade-offs to make sure they are making an educated decision. | |
| </div> | |
| </div> | |
| </article> | |
| </td> | |
| <td class="has-text-centered"> | |
| <span class="title">😀</span> | |
| </td> | |
| </tr> | |
| <tr class="has-background-white-bis" id="skill-see958bb8"> | |
| <td class="has-text-centered" width="24"><strong>P5</strong></td> | |
| <td> | |
| Teaches others how to explore in an unknown/unfamiliar (customer) environment | |
| </td> | |
| <td class="has-text-centered" width="24"> | |
| <span class="title">🙂</span> | |
| </td> | |
| </tr> | |
| </tbody> | |
| </table> | |
| </div> | |
| </div> | |
| </div> | |
| </section> | |
| <footer class="footer"> | |
| <div class="columns"> | |
| <div class="column is-one-third"> | |
| <p class="menu-label"> | |
| Primary Feelings | |
| </p> | |
| <ul class="menu-list"> | |
| <li><a>😀 Expert</a></li> | |
| <li><a>🙂 Practiced</a></li> | |
| <li><a>😐 Neutral</a></li> | |
| <li><a>🙁 Needs Improvement</a></li> | |
| <li><a>😟 Concerning</a></li> | |
| </ul> | |
| </div> | |
| <div class="column is-one-third"> | |
| <p class="menu-label"> | |
| Note Themes | |
| </p> | |
| <ul class="menu-list"> | |
| <li><a class="has-text-success">Pleased with</a></li> | |
| <li><a class="has-text-warning">Confused about</a></li> | |
| <li><a class="has-text-danger">Discouraged by</a></li> | |
| </ul> | |
| </div> | |
| <div class="column is-one-third"> | |
| <p class="menu-label"> | |
| Related Links | |
| </p> | |
| <ul class="menu-list"> | |
| <li><a href="https://github.com/pivotal-cf/areas-of-contribution">pivotal-cf/areas-of-contributions</a></li> | |
| </ul> | |
| </div> | |
| </div> | |
| </footer> | |
| </body> | |
| </html> |
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| --- | |
| id: support | |
| title: Support | |
| skills: | |
| - id: sa62d5252 | |
| description: Responds with engagement to interrupts; can enlist help | |
| level: p1 | |
| review: | |
| feel: ":grinning:" | |
| - id: s3d428875 | |
| description: Explains their suggestions and their approach to an interrupt or support issue. | |
| level: p1 | |
| review: | |
| feel: ":grinning:" | |
| stories: | |
| - feel: ":grinning:" | |
| topic: BOSH | |
| story: I'm very good about explaining the logic behind my questions and actions in customer-related discussions in ways that will make sense to them. | |
| - id: s6efde109 | |
| description: Makes forward progress on most interrupts | |
| level: p2 | |
| review: | |
| feel: ":grinning:" | |
| - id: s3be10608 | |
| description: Maintains communication feedback loop with involved parties | |
| level: p2 | |
| review: | |
| feel: ":slightly_smiling_face:" | |
| - id: s5f8a1d49 | |
| description: >- | |
| Escalates to leadership when needed, so leadership can involve the right folks to help with the | |
| issue | |
| level: p2 | |
| review: | |
| feel: ":slightly_frowning_face:" | |
| - id: s4305fbd5 | |
| description: Resolves familiar issues when encountered again | |
| level: p2 | |
| review: | |
| feel: ":grinning:" | |
| - id: sdd987370 | |
| description: Assesses interrupts and can identify what someone is really asking for | |
| level: p3 | |
| review: | |
| feel: ":grinning:" | |
| stories: | |
| - feel: ":slightly_smiling_face:" | |
| topic: BOSH | |
| story: I'm typically pretty good about refocusing conversations about what is needed rather than what is being asked for. And especially trying to put suggestions in the context of features which are already supported. | |
| - id: sd47e668e | |
| description: 'Prioritizes interrupts, with support from stakeholders as needed' | |
| level: p3 | |
| - id: s8a9c1f16 | |
| description: Identifies and pulls in the right people to help with the interrupt | |
| level: p3 | |
| review: | |
| feel: ":slightly_frowning_face:" | |
| stories: | |
| - feel: ":slightly_frowning_face:" | |
| story: I have a tendency to try and handle a situation myself for as long as I'm semi-comfortable in the subject area. Sometimes it would benefit the situation to pull in others more quickly (typically for their own sakes and direct context awareness; not really from concerns about me making the situation worse). | |
| - id: sf8f39d77 | |
| description: Onboards new team members on existing interrupt practices | |
| level: p3 | |
| review: | |
| feel: ":grinning:" | |
| stories: | |
| - feel: ":slightly_smiling_face:" | |
| topic: BOSH | |
| story: During work hours I would particularly make an effort to have my pair take lead on interrupts and support issues, guiding them in their handling and skills. | |
| - id: s41161ed0 | |
| description: >- | |
| Approaches conversations about customer constraints/culture/IT practices with a positive | |
| attitude and desire to understand | |
| level: p3 | |
| review: | |
| feel: ":grinning:" | |
| stories: | |
| - feel: ":smirk:" | |
| story: I'm naturally very interested in alternative architectures/implementations/topologies and use that to my advantage here. | |
| - id: sd380cc57 | |
| description: 'Recognizes patterns in interrupts, and channels that feedback to drive product improvements' | |
| level: p4 | |
| review: | |
| feel: ":slightly_smiling_face:" | |
| stories: | |
| - feel: ":grinning:" | |
| topic: BOSH | |
| story: I would often /cc PMs into conversations once a root cause and context had been distilled, or when noticing a couple incidents with a similar theme. | |
| - id: s6e65c9f7 | |
| description: Continually assesses team's support load and evolves ways to reduce it / make it easier | |
| level: p4 | |
| - id: s857eb3e9 | |
| description: >- | |
| Leads support conversations / resolution in high-stakes situations (e.g. angry customers, data | |
| loss, etc.) | |
| level: p4 | |
| review: | |
| feel: ":slightly_smiling_face:" | |
| stories: | |
| - feel: ":slightly_smiling_face:" | |
| topic: BOSH | |
| story: Have only had a couple of these situations, but I'm good at de-escalating and remaining very calm in demanding situations. | |
| - id: s4d08da96 | |
| description: Maintains context and switch between different to resolve an interrupt | |
| level: p4 | |
| review: | |
| feel: ":grinning:" | |
| stories: | |
| - feel: ":smirk:" | |
| story: I'm great at switching between things. I typically have to limit myself with a pair and be very intentional about ramping them between contexts. | |
| - id: s9212b714 | |
| description: >- | |
| Understands support as a first-class feature of the product; shapes product definition based on | |
| that understanding | |
| level: p5 | |
| review: | |
| feel: ":slightly_smiling_face:" | |
| - id: s3d0febcb | |
| description: >- | |
| Rapidly context-switches and explores uncertain / complex support issues; where valuable, takes | |
| the time to articulate the approaches taken and trade-offs of each one | |
| level: p5 | |
| review: | |
| feel: ":slightly_smiling_face:" | |
| stories: | |
| - feel: ":grinning:" | |
| topic: BOSH | |
| story: When communicating proposed actions in Slack and on Support, I include context and trade-offs to make sure they are making an educated decision. | |
| - id: see958bb8 | |
| description: Teaches others how to explore in an unknown/unfamiliar (customer) environment | |
| level: p5 | |
| review: | |
| feel: ":slightly_smiling_face:" | |
| --- | |
| Passion for supporting our customers on their PCF journey, and ability to approach support | |
| issues with a customer-focussed mindset. You are able to handle interrupt-driven and exploratory | |
| work (e.g. questions on slack, on-call escalations, participation in cross-team meetings.) You | |
| ask relevant questions about an issue, figuring out what a customer needs to move forward, and | |
| drive it to resolution. You can communicate what you know respectfully to different audiences. | |
| You can also share what you still don’t know, and help identify the steps to learn more. You can | |
| apply your acquired CF knowledge on the fly, and are able to explore creative solutions to help | |
| meet the customer midway. | |
| One example of success in this area: Your PM notes that there is an open support ticket that the | |
| team should help with. You don’t have much context on the issue, but go into the Slack channel | |
| with an open mind. You ask good foundational questions, learning where assumptions have been | |
| made, and where evidence has been found. After speaking with the customer and with Pivotal | |
| Support, you realize that this is a known issue in an upstream product, and point support in the | |
| right direction. You explain how you got to this conclusion, and stay in the Slack channel until | |
| it’s clear that the issue has been resolved and the customer is satisfied with the outcome. |
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