2. Scott Massey
Pantheon: Director of Customer Success
Promet: Support Manager
Catalyst Tech Group: Service & Support Manager
@sukottokun scott@getpantheon.com
Accidentally left in search bar during gotomeetings:
“brad pitt real hair”
“are kangaroos friendly”
“chinese dog doesn't want a bath”
And Who May You Be?
Thursday, September 26, 13
3. Agenda
Why support gets a bad rap
Sustainable service products
Case studies
Tools
Hiring
Some philosophy/hand waving
Thursday, September 26, 13
6. Service Products
Anti-Products Products
Call us when things are on fire Support Development
Free bug fixes forever Release Management Services
Completing overdue projects Sec/Contrib/Core Updates
Thursday, September 26, 13
7. A TALE OF 3 MERCHANTS
AND HOW THEY MADE SUPPORT WORK
Thursday, September 26, 13
10. Messaging
“Everything is a bug, so fix it for
free”
-Your site is custom, built w/Drupal
I build supportable sites
-Everything is billable, let’s make
great tickets.
Thursday, September 26, 13
11. Service Design
Dev Support:
Blocks/MR
Blocks
Ticketing System:
zendesk+harvest,
mojo?
Monitoring:
Managed
Service
Pingdom,
PagerDuty,
Hosting Decision
Updates:
Managed
Service
Droptor, git, drush
QA Workflow
Thursday, September 26, 13
14. Hodor9: a dev
shop
Established, Several sites/
month, 25+ FTE
Problem: Disorganized, Sales
dumps anything over the
fence, burnout, broken
promises, general devastation
Thursday, September 26, 13
16. Risks &
Messaging
“Support? Our D6 site runs
in our intranet on WAMP; I
will send you our VPN
dongle requisition form!”
We support working,
supportable sites.
Thursday, September 26, 13
17. Service Design
Site Audit:
Droptor, Google
Insights,
Pantheon
(d.o:site_audit),
Load Test
Pre-Support
Dev Hours:
Agile
Thursday, September 26, 13
18. Rev. Projection
One time:
Site Audit: 3200
Pre-Support:5000
MRR
Updates: 500
Monitoring w/
SLA: 100
Annual
200 hour block
@125: 25000
Total 40400
Thursday, September 26, 13
22. Contracting
MRR: 5 posts/month, image
from Shutterstock, Approval
Process Management,
Copywriting@500/mo. (50/
hour eff. rate
Thursday, September 26, 13
23. Project Mind,
Support Mind
Support is a collection of processes, not
projects
Processes for problems, incidents, requests,
change management
Standard = Repeatable
Case = Investigative
ITIL = Service Framework
Thursday, September 26, 13
24. Kickoff Call
Process
How to create a ticket
FAQ
Face to Face
Expectations
Estimation is, by definition _____ .
Onboarding
Thursday, September 26, 13
25. Soft Skills + Technical Chops is hard
Find someone good at one and WILLING TO
LEARN the other
Learn Drupal via Bench tasks
NR
Learn Soft Skills via:
Verbal Judo
CAXE: Clarity, Accuracy, eXecution,
Empathy
Metrics as tools for empowerment
Hiring & Retention
Thursday, September 26, 13
26. Leader: Does what is expected, something
extra, and helps someone.
Contributor: Does what is expected,
something extra.
Participant: Does only what is expected.
Observer: Does less than what is expected.
Detractor: Does less than what is expected
and distracts someone else from doing
what is expected.
Hiring & Retention
Thursday, September 26, 13
29. THANK YOU!
WHAT DID YOU THINK?
Locate this session at the DrupalCon
Prague website:
https://prague2013.drupal.org/session/making-support-blast
Click the “Take the survey” link
Thursday, September 26, 13