Support

SIMPLICITY

S

The dream of every supporter

• Europace is so simple, everybody understands it on first sight
• Europace is so resilient, it never crashes
• In an ideal world, there is no need for support!
• Supporters are Guardians of this simplicity

UNDERSTANDING

of new features

New features - always welcome!

But'em.. have you considered these?

U

• have you informed all stakeholders, that you are shipping a new feature? (And yes, support agents are stakeholders)
• did you understand the impact of your feature? Ask your colleagues!
• is your new feature documented? (in 3 years nobody knows how it's working!)

shiPPing

P

When it comes to shipping, we love

• information about pilot projects
• canary rollouts (rolling out a new feature for a small part of users)
• informed stakeholders
• presentation of new features

Pro active

P

What if your new feature causes an incident?

• be ahead of your customer
• be the first to know, that there is an incident
• inform customers pro-actively (that saves us a lot of tickets)

Order

O

• we need a clear structure and a clean process in our product (I am happy with features which built on our existing logic, rather than inventing a whole new one)
• "it's not a bug, it's a feature" sounds funny, but it is a pity if you cannot tell the difference
• saying "No" to the customer is the hardest part of being a product owner - but it is also a "yes" to simplicity and a "no" to feature creep
• remember: the support does not only have to explain a new feature but also has to debug it's failure (and that is a lot harder, with complex features)

Rapid

Customer DEMAND

• be FAST in support
• quick reaction to problems
• fast fixing of problems on europace

R

TECHNICAL SOLUTIONS supporting speed

• quick roll-out times
• smoothly running pipelines
• maintainable small chunks of code
• be ahead of your customer with good alarming

TOOLS

T

• as supporters we can help best, if we have access to every tool needed to solve the problem
• we care more about helping the customer than for compliance
• if you have written a script (or similar) to tackle support issues, please publish
• if you are garbling (blacking) data in our logs please consult us beforehand, we might need them in case of a support request

How to Change

the World?

Questions?

Consult us!

Christian Driesen

christian.driesen@europace.de