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From YouTube: Support Group Conversation (Public Stream)
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A
Hello,
everyone
salutations
today
is
the
23rd
of
february
in
my
time
zone,
but
I
hope
you're
having
a
good
day
no
matter
what
day
it
is.
My
name
is
kosloff
a
senior
support
engineering
manager
based
in
vancouver
british
columbia,
canada.
Who
else
do
we
have
today.
B
I
will
be
the
co-host
lee
matos
senior
support
engineering
manager,
america's
east
based
in
brooklyn,
and
we
have
a
spattering
of
other
support
folks
and
managers
on
the
call
as
well
that
you
may
hear
from
very
excited
for
the
dynamic
collaboration.
We
normally
see.
There's
one
question
in
the
doc:
if
you
get
more
questions
in
we'll,
try
and
answer
them
the
best
we
can,
if
you
don't
we'll
answer
that
one
question.
B
All
right
lyle:
should
we
go
to
the
first
one
in
the
doc?
Let's
do
it
all
right.
Cynthia
from
the
support
team
asked
a
great
question.
What
is
on
your
mind
or
that
you're
most
excited
about
in
support
for
this
quarter,
which
I'll
start
and
then
I'm
curious
to
hear
lyle
and
any
other
support.
Folks
or
managers
would
love
to
hear
your
thoughts,
an
initiative
that
I'm
working
with
rebecca
spainhauer
a
support
engineering
manager
on
is
helping
to
make
it
easier
for
support
engineers
to
understand
how
to
contribute
code
back
to
the
product.
B
We
have
a
lot
of
materials
that
we
share
and
we
want
to
consume
those
materials
and
understand
where
the
friction
points
are
and
then
start
making
it
easier
for
support
engineers
to
contribute
to
the
core
code
base
and
we're
doing
that
a
little
bit
now.
But
we
want
to
really
explode
that
effort
and
to
help
solve
bugs.
So
that's
something
that
is
high
on
my
mind
and
I'm
really
excited
about
it
because
we're
doing
it
but
we're
trying
to
make
it
even
better.
So
lyle,
what's
on
your
brain.
A
I'm
actually
pretty
excited
about
our
okrs
I'll,
put
a
link
in
the
doc
as
soon
as
I
can
get
access
to
the
doc,
but
I
think
that
we've
we've
got
the
right
ones
this
quarter,
so
I
don't
they're
not
actually
in
our
slideshow,
so
the
the
link
I'll
put
in
the
zoom
chat
for
now
and
then
we
can
get
in
the
dock
yeah
we're
working
on
some
l,
r,
stuff
and
figuring
out
how
we
can
work
better
with
product.
A
But
this
is
like
it's
an
area
where
there's
like
really
immediate
impact
to
support
daily
life
and
so
being
able
to
figure
out
sort
of
like
prototype
that
relationship
at
this
point
and
then
take
what
we
learned
from
there
and
extend
it
out.
I
think
it's
going
to
be
really
exciting.
Support
efficiency
always
sounds
scary,
but
over
the
last
couple
of
quarters.
This
is
something
we've
worked
on
and
I
think
I
think
we've
made
the
engineer.
Experience
better
engineers
feel
free
to
correct
me.
A
If
I'm
wrong
at
the
same
time,
making
the
customer
experience
better
where,
like
yeah
just
less
time
between
problem
and
resolution
and
we're
also
exploring
just
some
new
ways
of
delivering
support,
and
so
some
of
those
things
aren't
fully
fleshed
out
yet,
but
do
take
a
look
at
our
okr
issue,
so
yeah
I
mean
that's,
that's
what
I
I'm
I'm
actually
excited
about.
Okay,
this
quarter.
B
I
love
it.
Lyle
actually
excited
about
them
this
quarter.
I
respect
that.
I
can
respect
that
we're
excited
here.
There
are
a
couple
of
other
managers
on
the
call,
I'm
curious
and
and
also
support
team
members.
I
want
to
open
the
floor
if
there's
anything
else
you're
excited
about,
and
we
have
a
few
other
questions
that
we
can
get
to.
B
I'm
excited
about
james
lopes
mustache.
I
love
it
good
work,
james
on
that
one
we'll
go
to
sid
with
the
next
question.
Sid's
got
congrats
said
you
want
to
read
it
for
us.
C
Yeah
for
sure
slide.
10.
Congratulations
on.
I
think,
an
all-time
high
of
97.2
support,
satisfaction
and
it's
in
the
month
we
announced
the
deprecation
of
the
startup,
bronze
tier,
so
really
great
result
feel
free
to
talk
about
how
this
was
achieved
or
not,
but
congrats
to
the
entire
team.
This
is
awesome.
B
Yeah
thanks
sid
I
could
chime
in
and
I'm
curious
if
others
have
thoughts.
I
I
think
this
is
a
lot
of
work.
We've
been
doing
on
the
efficiency
on
smoothing
out
the
support,
engineer,
experience
to
provide
better
support
and
we're
able
to
deliver
that
support.
We
share
in
the
support
week
in
review
which
allow
you
can
put
a
link
to
in
this
doc.
If
you
have
it
handy,
we
share
every
week
a
handful
of
kudos.
We
get
from
customers
and
we've
been
really
seeing
a
groundswell
happening
of
customers
satisfied
with
our
support.
D
I'll
I'll
add
to
the
I
guess,
pre-work
in
the
months
preceding
january,
that
we're
focused
on
satisfaction,
because
we
had
seen
some
weeks
that
had
some
downward
trends
and
so
trying
to
identify
some
of
the
areas
that
whether
it
was
handoffs
and
between
regions
and
getting
first
reply
time
set
up
correctly
or
next
reply
times
or
whatever
a
lot
of
the
different
things
came
out
of
that
review
and
we've
got
a
process
to
kind
of
re-engage.
B
E
No,
I
was
going
to
say
that
our
our
stats
going
up
is
probably
correlated
to
a
james
mustache.
Should
we
try
to
see
if
you
know
we
can
kind
of
have
like
quantified
inches
of
growth
with
the
trans?
E
I
love
it,
and
I
also
want
to
point
out
that
I
mean
jason's
beard.
I
just
I
can't
take
it.
I
had
to
message
him
privately.
That's
my
first
time
witnessing
it.
I
feel,
like
I'm
grateful
to
be
a
part
of
gitlab.
Just
for
that
and
that's
it.
So
my
contributions
were
mainly
just
jokes.
That's
why
I
kept
muting
and
got
it.
B
C
And
I
think
there's
room
for
the
support
satisfaction
to
grow
even
further,
so
I'm
looking
forward
to
that
next
month.
The
I
think
it
lab
we're
still
stuck
in
this,
and
this
is
beyond
support.
I
think
this
company
right
we're
still
stuck
in
this
free
page,
free
or
paid
user,
and
I
think
it's
an,
although
it's
a
powerful
over
over
simplification,
I
think
we
we
should
bite
the
no
we're,
not
gonna
bite
bullets.
That
sounds
nasty
where
we
should
move
beyond
that.
We
have
three
users.
C
We
have
trial
users
who
are
like
yeah
they're,
not
they're,
not
paid
yet,
but
they're
pretty
important,
because
they're
forming
their
opinion
of
git
lab
and
they're
they're
future
paid
users.
We
have
consumers,
people
who
pay
us
money
for
ci,
minutes
and
storage,
but
so
so
calling
them
unpaid
is
not
nice,
but
calling
them
paid.
Confusion
is
confusing,
so
consumers
we
got
licensed
users
who
have
a
license
like
premium
or
ultimate.
C
We've
got
program
users,
people
who
are
not
necessarily
free,
but
also
not
paying
us
they're
an
open
source
startup
in
education,
and
I
think
we
should
use
those
five
categories
going
forward.
Instead
of
just
a
simple
free
paid,
I
think
it's
leading
us
astray
and
I
think
it's
a
company-wide
change.
What
do
other
people
think.
F
So
I'll
speak
a
bit
on
this.
I
completely
agree
with
you
sid.
I
actually
have
an
issue
open
to
create
a
consumption
thing
in
our
support
portal.
That
way,
it
helps
separate
it
out.
A
bit
also
will
help
make
sure
that
we
get
more
attention
on
those
tickets,
because
right
now,
they're
lumped
into
free,
which
is
a
giant
view
of
tickets
with
no
sla,
and
they
kind
of
you
get
to
them
when
you
get
to
them.
So
I
think
that'll
definitely
help
out
with
that.
F
I
think
currently,
what
we're
doing
a
lot
of
is
we're
lumping
like
trial
into
free
and
program
into
free,
like
we're
kind
of
lumping
them
based
on
our
how
support
kind
of
works
them
of
yeah
right.
They
have
no
sla,
so
we're
calling
them
free,
which
is
a
term
we're
using
incorrectly.
I
feel
the
more
appropriate
term
would
probably
be
non-sla
sla
stuff
like
that,
but
yeah.
B
I
wanted
to
just
chime
in
quickly
and
I
think
there
were
other
support
voices
that
might
come
in
and
sid.
I
just
want
to
make
sure
I
understand
the
difference
between
c
and
d
consumer
and
licensed.
Would
where
does
a
company
that
has
a
paid.com
group
fall?
Are
they
licensed?
My
understanding
is
they're
licensed
and
if
they're
so.
C
A
C
A
Yeah,
I
mean
anecdotally,
I
haven't
seen
so
many
folks
pay
for
it,
but
I
have
seen
cases
where,
like
at
least
temporarily,
we've
approved
a
zero
dollar
upgrade
like
for
a
small
amount.
So
it
I
mean
it's
a
small
amount
of
time,
so
it
I
think
it's
still
useful
to
keep
around
but
yeah.
Maybe
we
do
need
to
look
at
the
offering.
B
With
this
sid,
my
follow-up
question
goes
to
we.
It's
not
like
you
say
company-wide.
What
are
the
other
groups
we
need
to
be
talking
to,
because
how
do
where
do
we
track
this
best?
Because
support
can
start
to
slice
it
in
zendesk,
but
it
seems
like
upstream,
is
better,
probably
some
salesforce
admins.
B
C
Yeah,
I
don't
think,
and
not
every
poll
needs
a
working
group.
It's
when
it's
complex.
I
don't
think
this
is
complex.
I
think
it's
company-wide
but
not
complex,
but
I
think
in
reality
it's
my
problem
because
it's
across
different
disciplines,
but
since
eric
johnson
is
much
smarter
than
me
I'll,
just
hand
it
to
him
to
solve.