Scott Massey's session slide from Drupalcon Prage, 9/25/2013.

1. Making Support a Blast
Thursday, September 26, 13

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
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4. Why Offer Support?
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5. Credibility
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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
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7. A TALE OF 3 MERCHANTS
AND HOW THEY MADE SUPPORT WORK
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8. Arya
Sitebuilder+
Freelance, Friends & Family
<20 sites
Problem: 5 hours/month/client
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9. Strategy
Target: Existing Customers
Objective: Monetize free &
piecemeal work
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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.
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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
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12. Contracting
Dev Support:
5 hours/
month
500
Monitoring 50
Updates
200*
*<~24 hours over
1yr
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13. Rev. Projection
Pre-MSA
MRR
MSA MRR
~400 750
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14. Hodor9: a dev
shop
Established, Several sites/
month, 25+ FTE
Problem: Disorganized, Sales
dumps anything over the
fence, burnout, broken
promises, general devastation
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15. Strategy
Target: Existing Customers,
New Clients
Objective: Make support
sustainable
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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.
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17. Service Design
Site Audit:
Droptor, Google
Insights,
Pantheon
(d.o:site_audit),
Load Test
Pre-Support
Dev Hours:
Agile
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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
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19. Joffrey
Business Analyst, knows
Drupal; speaks, writes englissh
good
Problem: Pay rent, bills
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20. Strategy
Target: Dev Shops, C-level
bloggers
Objective: Content
Management
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21. Service
Design
Wysiwyg, GA, QA, Publishing
workflow
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22. Contracting
MRR: 5 posts/month, image
from Shutterstock, Approval
Process Management,
Copywriting@500/mo. (50/
hour eff. rate
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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
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24. Kickoff Call
Process
How to create a ticket
FAQ
Face to Face
Expectations
Estimation is, by definition _____ .
Onboarding
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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
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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
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27. PROJECT
DATE CLIENT
HNED KAŽDÝ
CONCLUSION
TO THE DISKOTÉKA.
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28. 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