A Customer Service Approach to SRE
Talkat SREcon19 Europe/Middle East/Africa · on Thursday, 2019-10-03· at 16:00· Track 1: The Liffey B·
summary
Facebook's Server Lifecycle team shows concrete changes: they add installer options to run burn‑in scripts and disable components so technicians stop reinstalling to debug hardware; they create a user forum that negotiates SLOs between latency and reliability groups; they run a short weekly production meeting, publish reliability reviews and use maturity matrices and a data catalog after a 200‑source outage that took eight hours to recover. Result: clearer expectations, fewer escalations, and about a third of roadmap items coming directly from customer interactions.
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chapters (20)
- 0:00Intro
- 0:53My Customer Service Journey
- 4:02Retention vs Acquisition
- 6:25Pride
- 13:38Metrics
- 18:28Hot Takes
- 18:53Customer Service
- 19:48Customer
- 20:51Product
- 22:58Career Guidance
- 24:02Common Strengths
- 24:43Who are the Tools
- 28:38Service Level Indicators
- 31:58Weekly Production Meeting
- 34:00Maturity Matrix
- 34:57Data Catalog
- 35:38Customer Surveys
- 36:07Customer Service Examples
- 36:19Storage Service
- 37:26Customer Onboarding
