{question}
How can we ensure that proactive support reaches the right people?
{question}
{answer}
The SingleStore Proactive Ticket empowers our team to reach out when we detect patterns, behaviors, or system conditions that may affect your performance or reliability. It also serves as a channel to announce new features and improvements.
To ensure these communications reach the right stakeholders within your organization, it’s essential to keep your support contact list updated, especially when key contributors change roles or depart from the company.
This article explains how contacts are chosen for Proactive Support tickets and outlines best practices for handling personnel changes.
How Are Contacts Selected for Proactive Support?
Unlike standard support cases, Proactive Support tickets are not sent to a predefined list. Instead, when creating a Proactive case, the support engineer assigns the ticket to your Organization’s Contact Email and selects the most active users based on recent case activity or platform engagement. This approach helps ensure visibility and timely action.
What Happens If a Contact Leaves Your Organization?
If a Proactive ticket is assigned to someone who is no longer with your organization, we might not be aware of the change. This can result in delays in resolution or missed critical updates.
To prevent this:
-
Update your Organization’s Contact Email promptly when personnel changes happen.
-
Notify the SingleStore Support team if a key contributor or primary support contact departs from your organization.
Best Practices
-
Notify SingleStore Support whenever a key contributor or primary support contact departs from your organization.
-
Keep an internal distribution list that includes all current technical stakeholders.
-
Regularly review and update your support contact structure to align with current team roles and responsibilities.
{answer}