Support client onboarding: Eloquently embracing a mess

on YouTube ↗33m

" summary

Offers concrete rules: use a 32–60 hours site audit to qualify unknown sites, require audits before retainer work, and price support as ad hoc versus retainer (examples: 40–80 hours/month retainer). Claims support revenue can be ~20% of business and that upfront audits cut per-issue time. Recommend staffing with a dedicated PM, a support manager and minimum two developers who share client familiarity. Also insist on off-server backups, version control, and a client health scorecard.

AI-written summary · about

" chapters (18)

1. 0:00Introduction
2. 0:40Meet Madison
3. 1:42Outline
4. 2:56Why me
5. 5:35About the organization
6. 6:04Quick poll
7. 7:44Why embrace new clients
8. 11:02Support models
9. 12:47Determining the need
10. 14:48Sizing
11. 17:16Site audit
12. 20:00Documentation
13. 23:48Supporting your support team
14. 24:48Prioritize efforts
15. 25:57Track the environment
16. 27:25Client documentation
17. 28:31Client scorecard
18. 31:07Questions

" related talks

• 20mThe secret to successful on-boardingShaan Nicol · WordCamp Singapore 2017
• 23mMake Your and Other People's Life Easier: Do Support!Mike Adolphs · Kod.io 2014
• 41mTaking the Pain Out of Support EngineeringCecy Correa · RailsConf 2018
• 19mTaking the Pain Out of Support EngineeringCecy Correa · Austin API Summit 2018
• 23mLessons learnt supporting DevelopersMathieu Pincovai · Apidays LIVE Paris 2020
• 30mTechnical Onboarding, Training, and MentoringKate Heddleston · RailsConf 2014
• 09mMaking "developers on support" work for everyoneCamille Acey · The Lead Developer New York 2017
• 21mGaining Customer Loyalty through Support – A Case Study on WPML TeamDat Hoang · WordCamp Singapore 2016