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From YouTube: Support Group Conversation (Public Livestream)
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A
Thumbs
up
right
on
so
good
morning,
good
afternoon,
good
evening,
good
day
of
thank
you
for
joining.
This
is
the
more
recent
iteration
of
the
support
group
conversation
Tom,
Cooney
I'm,
the
director
support
got,
hopefully
our
management
team
and
others
on
the
on
the
call
as
well.
The
slides
were
linked
into
the
meeting
invite
and
the
document
for
the
group
conversation
agenda
out,
so
we
can
pop
into
questions.
There
leap
has
the
first
question
I
believe
it's.
B
B
I
just
wanted
to
some
kudos
on
the
first,
the
first
slide:
conversions
and
stutters.
It's
it's
a
bit
like
when
you're
in
your
conference,
and
you
see
people
with
with
things
on
our
badges
saying
it
must
be
about
these
kind
of
things.
It's.
B
C
We've
been
supporting
it
host,
at
least
since
I
joined
about
a
year
and
a
half
ago
impact
wasn't
huge.
We
had
a
small
team
that
was
doing
support
for
them,
and
the
customers
were
kind
of
split
between
Gil
FCE
and
enterprise
users,
so
sometimes
their
SLA
is
fell
in
to
sort
of
the
self-manage
bucket.
A
lot
of
what
we
did
was
doing
things
like
maintenance
of
the
application,
backups
things
like
that.
But
now
we
are
not
doing
that,
which
I'm
very
happy.
C
B
C
Saget
host
was
a
product
where
we
were
doing
essentially
self-managed,
except
for
we
managed
it,
so
it
was
single
tenant
in
instances
of
get
lab
that
we
installed
maintained,
updated.
It
was
actually
I
mean
it's
a
great
product,
I'm
a
bit
sad
to
see
it
go
because
I
think
that
it
was
it
kind
of
fit
a
really
interesting
market,
especially
companies
that
needed
data
warehouse
in
a
certain
country.
They
could
choose
where
they
wanted
their
data
to
be
housed,
but
priorities
have
shifted,
and
so
that
is
no
longer
an
offering.
C
A
C
There's
a
three
contracts
that
are
carrying
us
over.
All
of
them
have
signed
professional
services
agreements
to
move
them
over
to
keep
calm.
There's
a
few
I
mean
that
stuff
just
takes
time.
So
it's
not
a
problem,
but
the
main
application
will
be
kind
of
like
going
away
we're
gonna
over
the
weekend.
What
we
did
is
we
put
a
banner
saying
you
know
this
is
done.
We
archived
all
the
projects,
so
they
couldn't
push
or
pull
and
then
we're
just
cutting
letting
it
sit
so
that
people
can
get
their
last
backups.
C
If
they
panicked
I
mean
we
sent
out
a
thousand
notifications,
letting
them
know
that
this
is
happening.
So,
thankfully
we
only
we
got
a
maybe
three
real
tickets
over
the
past
week
and
most
of
them
are
about
making
sure
that
backups
were
working
is
expected.
So
I
lost
my
train
of
thought,
but
that's
where
we're
at.
D
D
What
is
the
latest
on
the
hot
Q
model
of
support
I'm
a
little
bit
congested?
So
hopefully
you
can
understand
me
if
you're
not
familiar
with
hot
Q.
It's
the
type
of
anyone
in
support
can
move
an
issue
forward.
Excuse
me:
let
me
rephrase
that
move
a
ticket
forward.
It
allows
tickets
to
follow
a
follow-the-sun
model
so
that
multiple
groups
and
regions
can
pick
it
up
and
work
that
ticket
so
that
tickets
do
not
languish
that
is
still
in
place.
There
is
what
we've
been
calling
a
hybrid
hot
Q
model
that
we're
exploring.
D
That
involves
a
little
bit
more
custodial
relationship,
so
one
person
will
be
point
on
coordinating
with
other
people.
Obviously
they're.
The
biggest
risk
we
have
here
is
just
that
tickets
get
assigned
to
someone
and
then
they're,
not
out
or
they're,
not
in
for
a
day
or
two
or
something
gets
dropped,
and
then
our
customers
suffer.
So
that's
what
we're
trying
to
pay
the
most
attention
to.
D
D
B
Sure
on
slide,
six
and
eight
I
see
a
trend
that
is
a
bit
crossing
on
github.com.
The
trend
seems
to
go
down
a
bit
and
when
I
say,
go
down
a
bit,
I
don't
want
to
minimize
your
work.
Absolutely
not
I
know
a
lot
of
companies
that
would
be
absolutely
jealous
of
adding
this
kind
of
numbers,
but
I
see
a
train
that
is
going
down
for
github.com
and
going
up
for
say.
First,
is
there
something
to
explain
them?
I
would.
C
Say
one
of
the
challenges
we
have
on
Caleb
comm
is
since
it's
a
separate
team,
that's
servicing
COMSOL,
so
a
small
team
coverage
can
sometimes
be
a
problem.
The
there's
also
just
the
volume,
is
a
lot
lower
and
so
any
ticket
that
we
miss
a
first
reply.
Sla
on
will
hit
us
quite
hard,
so
that
kind
of
I
think
explains
the
calm
side
on
the
self-manage
side.
You'll
see,
there's
sort
of
a
larger
dip
around
the
time
of
contribute,
and
so
those
first
replies
I.
It
wasn't
actually
during
contribute.
C
It
was
sort
of
post
to
contribute.
We
missed
some
of
those
first
replies
during
that
time
and
that's
why
it
looks
a
little
bit
more
like
it's
going
up.
I
think
most
of
them
are
holding
fairly
steady,
but
one
of
the
things
that
we're
working
on
this
quarter
is
we're,
calling
it
the
one
team
model
and
we're
trying
to
make
it
so
that
get
lab.
D
Yeah
one
of
the
things
that
I'll
add
there
for
post
contribute.
We
did
a
lot
of
pre
contribute
planning
to
make
sure
that
we'd
keep
it
up
and
during
contribute,
and
we
did.
You
can't
even
really
tell
where
contribute
was
looking
at
this
graph.
Until
you
see
the
chart
line,
the
drop
after
contribute,
so
we
have
to
figure
out.
It
seems
that
the
majority
of
that
was
having
most
of
a
pack.
Time
shifted,
played
a
factor
and
we're
trying
to
think
wherever
the
next
summit
is
we
have
to
take
into
account.
D
E
Thank
you.
The
send
us
link.
Sorry
does
the
send
us
like
light
availability
applied
to
bot
access
as
well
the
context
it
could
be
just
read-only
the
context
years.
I
would
like
to
pull
some
data
from
Zendesk,
so
it's
available
in
the
ticket
for
escalation
and
the
labor
will
be
sanitized
like
medium-large,
etc
without
any
sensitive
numbers.
F
D
Reach
out
mech
there's
also.
This
data
in
theory
should
be
getting
piped
to
some
of
our
like
data
warehousing
and
things.
So
I
don't
know.
If
that
would
help
you
I
don't
know.
Maybe
there
are
other
a
couple
of
other
ways:
I
think
the
best
way,
if
you
don't
have
an
issue,
let's
get
an
issue
and
see
if
there's
what
the
right
solution
is:
API
token
light
agent
or
data
warehouse
or
some
other
type
of
system.
So.
E
The
context
here
is
that,
from
conversations
that
contribute
for
product
managers
just
have
a
single
pane
of
glass
view,
and
they
decide
whether
to
put
it
in
this
milestone.
Next
master
or
not,
it
just
would
be
there
readily
available
in
the
issue.
If
you'd
have
multiple
tabs
opened
its
it,
this
is
faster
for
them
sounds
great,
exciting.
D
A
A
A
I
was
just
getting
shot
up
to
Cindy
AB.
She
came
on
kind
of,
took
a
took
a
support
under
her
wing
and,
and
we've
made
some
really
great
progress
on
hiring
we've
adjusted
the
model,
as
you
can
see
in
a
couple
slides
on
what
our
hiring
ramp
is
going
to
look
like
and
she's
adjusted
right
with
us.
So
thanks
to
her
she's
keeping
us
well
on
track
in
all
regions
and
prioritizing
and
in
areas
where
we're
a
little
slower
to
hire
so
wanted
to
call
her
out
for
some
great
work
being
done.
F
A
We
were
actually
had
had
this
available
in
our
metrics
review,
but
I
forgot
to
bring
it
out.
Lee
had
gone
in
and
and
done
some
research
since
the
since
we
started
to
track
it
I
think
our
initial,
our
initial
metric
was
at
51%
of
tickets,
had
a
mr
link
or
a
doc
link,
and
that
sort
of
thing
since
that
point,
where
we've
moved
up
to
59
percent
over
Dickens.
A
F
This
very
impressive
did:
do
you
feel
like
empowered
to
make
like
ads?
Very
kind
of
this
is
like
once
in
a
once
in
a
lifetime
events.
It's
probably
not
gonna
happen
again,
but
I'm
gonna
put
it
in
the
docks
under
troubleshooting.
Is
that
like
do
you
feel
empowered
to
do
that
out?
We're
getting
pushback
from
people
that
say
we
support
is,
is
adding
too
much
to
the
docks,
or
is
that
not
the
case?
I
have
I
have.
A
Not
sensed
that
I'll
certainly
open
it
to
Lyle
or
Lee,
if
they've
sense
that
or
anybody
else
on
the
support
team
that
it's
gotten
if
they've
gotten
that
per
depression
but
I
think
there's
more
more
acceptance.
You
know
just
yeah
anybody,
that's
gonna
go
on.
Let's
prove
them,
especially
on
the
troubleshooting
side.
It
helps
everybody
whether
it's
you
know
limitation
engineers
or
new
support.
Folks,
and
all
that,
so
we've
got
a
couple
things
going
on
to
try
to
help
our
onboarding
piece.
A
D
I
would
agree
with
you.
There
I
think
that
we've
had
great
support
in
getting
what
we
need
out
of
the
docs
and
I
haven't
once
felt
pushback
anything
that
we've
said
like
hey.
We
think
this
is
valuable
to
add,
get
you
know,
checked
and
format,
style,
guided
and
whatnot,
and
the
docs
team
has
been
a
great
help,
so
yeah
I
haven't
felt
any
anything
like
that.
I
mean.
F
I'm
glad
to
hear
that's,
that's
going
well.
I'm
really
really
excited
about
like
pushing
that
percentage
up,
and
it
makes
the
people
already
interesting
about
our
Doc's,
but
having
those
like
nitty
gritty
details
in
there
I
think
is
amazing
and
I'm
glad
that
everyone
can
contribute
a
mission
that
we
have,
that
that
that's
being
that
we're
living
data
and
that
were
accepted
that
everyone's
accepting
of
these
additions
I
want.
D
To
take
one
second,
to
give
a
shout
out
to
Joshua
Lambert
for
the
new
architecture
diagram,
which
does
show
how
complex
gitlab
is,
but
that's
already
come
in
handy
many
times
for
me.
So
that's
been
great,
so
I
want
to
give
a
shout
out
there
as
well
everybody
making
Doc's
that
help
support
so
helped
us
by
making
Doc's
and
keep
improving
Doc's.
That
is
super
super
valuable.
F
Some
job
on
that
I
I
told
him
to
make
that
because
it
was
it
wasn't
it
wasn't
great
and
it's
it's
much.
It's
much
improved
I'm
now
slightly
worried
about
keeping
it
up-to-date
like
how
we're
gonna
do
that
and
make
sure
this
doesn't
happen
again
where
we
say
we
have
nine
services.
In
reality,
we
have
41
services
that
run
that
run
get
lab,
but
you
didn't
awesome,
work
and
I.
Think
it's
it's
so
much
information
in
such
a
clean
table
and
the
links
are
super
helpful
behind
every
every
icon.
So
well
done.