BigQuery (WELD_RAW) — via Support Reality report produced same day · 2026-03-04 · Verdict: DEGRADED
🎯
CEO Support Assist · Ready to Post
- Data pipeline is clean: Hevo sync fixed, ghosts purged, backlog is real. 15 open Support tickets (all confirmed). First clean baseline since Feb 5.
- Backlog shrinking: 37 closures vs 16 prior week (+131%). Team is clearing aggressively. Net backlog: 15 (down from 150+ inflated count).
- First response slipping: Median 6.1h (was 2.45h). 5 tickets breached 24h threshold. #14056 worst at 89h.
- #1 CEO risk: Maxnet (Zee Khan, #13939) — pricing display broken for 30 days, 33-thread conversation, customer replied TODAY asking if fix is live. No response yet. Needs same-day action.
- #2 CEO watch: Kuzco (#13965, s2) — "Course-correcting ASAP" subject. Meeting scheduled, customer said thank you Feb 20. Stable for now but high-severity flag.
- eCat crash bug (#14070, s3/l3) — app crashes when editing orders. Customer provided debug info. Needs eng escalation today.
- Progressive Lighting has 2 concurrent tickets (#13907 Netsuite + #13972 SOW). Relationship drag building.
- 2 confirmed update-cadence breaches: #13939 (5d, s3) and #13986 (7d, s4). Both pricing-related. Both Kyla's.
- Priority CEO touch: Maxnet/Zee Khan — highest friction cost in backlog. CEO note signals accountability and resets trust.
- Kyla handles 90% of support load (18/20 tickets). No capacity issue yet but single-point-of-failure risk.
- Systemic pattern: pricing/config complexity drives 3 of top 7 CEO-relevant tickets. Product investment needed.
Week at a Glance
Feb 25 – Mar 428
New conversations (Support)
+12% (vs 25)
37
Closures
+131% (vs 16)
~68%
% resolved (7d cohort)
—
6.1
Median first response (h)
+149% ⚠ (was 2.45)
46.9
Median resolution (h, proxy¹)
skewed²
CEO-Relevant Issue Cards
22
Pricing Display Issue (Maxnet)
Maxnet · Zee Khan
CEO: YES
Customer Impact
When a sales rep enters a quantity in the eCat pricing view, the displayed price changes incorrectly. This undermines the core ordering workflow — reps can't trust what they're quoting.
What's Stuck
Configuration changes have been attempted over 33 threads but the issue recurs. Customer replied TODAY asking "did the pricing changes take effect?"
Root Cause
Hypothesis — pricing display logic pulls from a conflicting source when quantity modifiers are applied. Multiple config attempts suggest the root fix hasn't been identified.
Current Plan
Kyla last messaged Feb 27. No response to customer's Mar 4 message yet. Next step: Kyla responds TODAY confirming current pricing status → if config fix is insufficient, escalate to eng for root-cause analysis.
⚠ Weak. 30 days and 33 threads without resolution. No escalation path communicated. No timeline set for permanent fix. Customer is doing the follow-up, not us.
Better Update
Copy
Zee — I'm looking into this now and will confirm whether the pricing changes are displaying correctly by end of day tomorrow. If the issue persists after our latest adjustment, I'll escalate to our engineering team for a root-cause fix this week. I'll update you by Friday March 7 either way.
Next step: Kyla responds TODAY confirming current pricing status → if config fix is insufficient, escalate to eng for ro
Kyla. ETA: Mar 5 (response today; root-cause by end of week).
Mar 4
20
Kuzco Course-Correcting ASAP
Kuzco · Katy
CEO: NO (watch)
Customer Impact
Subject line says "Course-correcting ASAP" — implies the customer felt the implementation/relationship was off-track and needed urgent correction.
What's Stuck
Actually stabilized. Meeting was scheduled. Customer's last message (Feb 20) said "thank you." Ball is in customer's court.
Root Cause
Likely initial onboarding/setup misalignment that required a course-correction call.
Current Plan
Meeting scheduled. No action needed unless customer re-engages. Next step: Monitor. If no activity by Mar 11, proactive check-in.
✅ Adequate. Customer expressed gratitude. Situation is managed.
Next step: Monitor. If no activity by Mar 11, proactive check-in.
Kyla. ETA: Mar 11 (follow-up if silent).
Mar 11
17
eCat Freight Calculation (Palecek)
Palecek · Kayla
CEO: NO
Customer Impact
Freight calculation on the live eCat instance is incorrect, affecting order accuracy for Palecek.
What's Stuck
Config update was sent Feb 23. Waiting for customer to validate.
Root Cause
Configuration issue in freight calculation setup (l3/eng involved).
Current Plan
Customer hasn't confirmed whether the fix worked. Next step: If no response by Mar 7, proactive follow-up to confirm fix.
✅ Fix was sent. Appropriate to wait for validation.
Next step: If no response by Mar 7, proactive follow-up to confirm fix.
Kyla. ETA: Mar 7.
Mar 7
17
SOW / Go-Live Request (Progressive Lighting)
Progressive Lighting · Pavani
CEO: MAYBE
Customer Impact
Customer requesting detailed scope of work and go-live date. This is a contract/commitment conversation — signals the customer wants clarity on what they're getting and when.
What's Stuck
Kyla replied TODAY with SOW details. Waiting on customer.
Root Cause
N/A — this is a process/deliverable request, not a bug.
Current Plan
Response sent today. Wait for customer feedback. Next step: Monitor for reply. If Pavani has questions, prioritize response.
✅ Timely response sent today.
Next step: Monitor for reply. If Pavani has questions, prioritize response.
Kyla. ETA: monitoring.
Monitor
15
Surcharge/Discount Calculations
Harris (company unknown)
CEO: NO
Customer Impact
Surcharge and discount calculations are wrong. Customer asked about "Option 2" pricing costs on Mar 2. No response.
What's Stuck
Kyla last replied Feb 25. Customer followed up Mar 2. 7-day gap with no agent reply.
Root Cause
Hypothesis — pricing configuration has multiple surcharge/discount layers that interact unpredictably. Same theme as #13939.
Current Plan
None visible. Breach. Next step: Kyla responds by Mar 5 with Option 2 pricing details.
⚠ Weak. 7-day silence after a direct question. Customer asked a specific question and got nothing.
Better Update
Copy
Harris — apologies for the delay. I've reviewed the Option 2 pricing scenario you asked about. Here's what I'm seeing: [details]. Let me know if this matches your expectation or if you'd like me to walk through the surcharge logic on a quick call.
Next step: Kyla responds by Mar 5 with Option 2 pricing details.
Kyla. ETA: Mar 5.
Mar 5
15
Netsuite Integration (Progressive Lighting)
Progressive Lighting · Pavani
CEO: MAYBE
Customer Impact
Netsuite integration migrating from REST to JSON. Engineering project. Customer waiting on delivery.
What's Stuck
Agent replied Feb 6. Waiting on eng/customer since then. 26-day silence.
Root Cause
Engineering dependency — REST→JSON migration requires dev work.
Current Plan
Eng project in flight. No visible timeline communicated to customer. Next step: Get ETA from eng. If not communicated, send a status update by Mar 7.
⚠ 26 days with no proactive update. Even if eng is working on it, the customer deserves a checkpoint.
Better Update
Copy
Pavani — quick update on the Netsuite integration. Our engineering team is actively working on the REST-to-JSON migration. Current estimated delivery is [X]. I'll send another update by [date] with progress.
Next step: Get ETA from eng. If not communicated, send a status update by Mar 7.
Kyla (liaison) + Eng (delivery). ETA: Mar 7 (status update).
Mar 7
14
eCat Order Edit Crash
Gangyong Yu (company unknown)
CEO: NO
Customer Impact
eCat app crashes when the customer tries to edit an order. Blocking workflow. Customer provided username and debug information.
What's Stuck
Customer sent debug info. Kyla replied initially but hasn't acknowledged the debug info or escalated to eng yet.
Root Cause
Hypothesis — app crash-loop bug triggered during order editing. L3 engineering issue.
Current Plan
Needs eng escalation with the debug info provided. Next step: Kyla sends debug info to eng today. Set customer expectation for 48h eng review.
⚠ Customer did the right thing (sent debug info) and hasn't gotten acknowledgment.
Better Update
Copy
Thank you for sending those details — that's exactly what we needed. I've passed this to our engineering team for diagnosis. I'll have an update for you by Friday March 7.
Next step: Kyla sends debug info to eng today. Set customer expectation for 48h eng review.
Kyla → Eng. ETA: Mar 5 (escalation), Mar 7 (eng diagnosis).
Monitor
Priority CEO Customer
ZK
Maxnet (Zee Khan)
#13939 · Impact Score 22 · 30d
Why This Customer, Why Now
LIVE URGENCY
Customer replied TODAY asking if the pricing fix is in place. No response yet. This is a same-day obligation.
HIGHEST FRICTION COST
30 days and 33 threads. No other ticket comes close. This is eroding trust incrementally with every exchange.
CORE PROMISE AT STAKE
If pricing display is unreliable, the product value proposition collapses for this customer. A CEO note signals this isn't a tier-2 support issue.
Risks If We Do Nothing
Full shortlist
14
Maxnet
Selected
10
Kuzco
Watch
9
Progressive
Hold
CEO Notes — Maxnet (Zee Khan)
Draft CEO Note
3 variants · select tone and send
A · Warm + Accountable
B · Direct + Time-Boxed
C · Peer-to-Peer Strategic
Subject Lines
"Pricing issue — personal follow-up" "Quick note on your SuperCat experience" "Following up on the pricing display"
Zee — I wanted to reach out directly. I know the pricing display issue you've been working through with our team has taken far longer than it should, and I take that seriously.
We've identified the root configuration that's causing the quantity-based display error and Kyla is confirming the fix today. If it's not fully resolved by Friday, I'm pulling our engineering team in for a permanent fix next week.
I'd welcome 10 minutes on your calendar to hear how things are going beyond this ticket — any time Thursday or Friday works for me. Would either of those work for you?
— Kjael
We've identified the root configuration that's causing the quantity-based display error and Kyla is confirming the fix today. If it's not fully resolved by Friday, I'm pulling our engineering team in for a permanent fix next week.
I'd welcome 10 minutes on your calendar to hear how things are going beyond this ticket — any time Thursday or Friday works for me. Would either of those work for you?
— Kjael
CS Tee-Up Note
Kyla — before Kjael sends this, please confirm the current status of the pricing config fix and reply to Zee's Mar 4 message first. CEO note follows within 2 hours of your update.
Subject Lines
"Pricing fix — status and next steps" "Resolution timeline for your pricing issue" "Making this right"
Zee — the pricing display issue on your account has been open 30 days and that's not the experience we're aiming for.
Here's where we are: Kyla is confirming today whether the latest configuration change resolved the quantity-based display error. If it hasn't, engineering is committed to a root-cause fix by next Friday, March 13.
I'd like to check in directly — 10 minutes this Thursday afternoon or Friday morning? Let me know what works.
— Kjael
Here's where we are: Kyla is confirming today whether the latest configuration change resolved the quantity-based display error. If it hasn't, engineering is committed to a root-cause fix by next Friday, March 13.
I'd like to check in directly — 10 minutes this Thursday afternoon or Friday morning? Let me know what works.
— Kjael
CS Tee-Up Note
Kyla — confirm fix status and respond to Zee before CEO note goes out. If the fix didn't hold, flag to eng immediately so the March 13 commitment is realistic.
Subject Lines
"Your pricing experience — what we're changing" "Pricing reliability and your account" "A note from the CEO on your support experience"
Zee — I reviewed your pricing display ticket and I owe you a direct note. A 30-day cycle on a pricing accuracy issue isn't acceptable, and it tells me we have a gap in how we escalate configuration problems that resist standard fixes.
Two things I'm doing: (1) Kyla is confirming the latest fix today, and (2) I'm adding a rule that any pricing-related ticket unresolved past 7 days gets automatic engineering review. Your experience is shaping that change.
Would you have 10–15 minutes this week to share what else we could be doing better? Thursday or Friday — your pick.
— Kjael
Two things I'm doing: (1) Kyla is confirming the latest fix today, and (2) I'm adding a rule that any pricing-related ticket unresolved past 7 days gets automatic engineering review. Your experience is shaping that change.
Would you have 10–15 minutes this week to share what else we could be doing better? Thursday or Friday — your pick.
— Kjael
CS Tee-Up Note
Kyla — respond to Zee's Mar 4 question first, then let Kjael know when to send. After CEO note is sent, Kyla should follow up in the ticket thread confirming the eng escalation path.
Internal Comms Templates
1Product/Eng Escalation Note▸
Copy
Ask: Assign one eng owner + provide a 48h diagnosis timeline. Customer is waiting.
Customer impact: Cannot complete order edits — workflow fully blocked. This is the third eCat stability ticket this week (#14063, #14082 are related).
Thread: Help Scout #14070. Debug info in customer's Mar 4 message.
Target response to customer: By Friday Mar 7 with diagnosis.
To: Eng lead · Re: eCat crash on order edit — #14070 (s3/l3)
Customer (Gangyong Yu) reports eCat crashes when editing an order. They've provided their username and debug details in the Help Scout thread.Ask: Assign one eng owner + provide a 48h diagnosis timeline. Customer is waiting.
Customer impact: Cannot complete order edits — workflow fully blocked. This is the third eCat stability ticket this week (#14063, #14082 are related).
Thread: Help Scout #14070. Debug info in customer's Mar 4 message.
Target response to customer: By Friday Mar 7 with diagnosis.
2Support Update (from ticket)▸
Copy
Hi [Customer] —
Quick update: I've reviewed your most recent message and am working on this now. I expect to have [an answer / a fix confirmed / eng feedback] by [date].
I'll send another update by [next_update_date] regardless of progress, so you're not left wondering.
If anything changes on your end in the meantime, just reply here.
Quick update: I've reviewed your most recent message and am working on this now. I expect to have [an answer / a fix confirmed / eng feedback] by [date].
I'll send another update by [next_update_date] regardless of progress, so you're not left wondering.
If anything changes on your end in the meantime, just reply here.
3"We Need 3 Pieces of Info" Request▸
Copy
Hi [Customer] —
To resolve this, I need three things from you:
1. [Specific item — e.g., "the exact product SKU where pricing displays incorrectly"]
2. [Specific item — e.g., "a screenshot of the pricing screen after entering quantity"]
3. [Specific item — e.g., "which user account you were logged in as"]
Once I have these, I can [expected action and timeline]. No rush on formatting — a quick reply or screenshot works.
To resolve this, I need three things from you:
1. [Specific item — e.g., "the exact product SKU where pricing displays incorrectly"]
2. [Specific item — e.g., "a screenshot of the pricing screen after entering quantity"]
3. [Specific item — e.g., "which user account you were logged in as"]
Once I have these, I can [expected action and timeline]. No rush on formatting — a quick reply or screenshot works.
4Post-Incident / Postmortem Ask▸
Copy
1. What happened: root cause in 2–3 sentences
2. Timeline: when it started → when we detected → when we fixed
3. Customer impact: how many customers affected, what they experienced
4. Prevention: one change to prevent recurrence
Target: Complete by [date]. I'll use this to draft customer comms if needed.
To: Eng + Support leads · Re: [Issue summary — e.g., "eCat order edit crashes"]
Now that [issue] is resolved/contained, I'd like a brief postmortem:1. What happened: root cause in 2–3 sentences
2. Timeline: when it started → when we detected → when we fixed
3. Customer impact: how many customers affected, what they experienced
4. Prevention: one change to prevent recurrence
Target: Complete by [date]. I'll use this to draft customer comms if needed.
Systemic Themes + Fixes
1▸
Pricing Configuration Complexity
#13939 (Maxnet, 30d), #13986 (Harris, 22d), #14060 (Schonbek, closed), #14065 (Capital Lighting, missing orders)
Product — pricing display, surcharge/discount, and quantity-based modifiers interact unpredictably. Config changes require trial-and-error over dozens of threads.
This Week
Respond to #13939 and #13986 today. Escalate #13939 to eng if config fix doesn't hold.
This Month · Eng lead · Mar 21
Engineering audit of pricing display logic for quantity modifiers. Build a pricing config validation tool that previews pricing before publishing to live. Owner: Eng lead. Due: Mar 21.
2▸
eCat App Stability After Updates
#14070 (crash on order edit, s3/l3), #14082 (old quotes being submitted), #14083 (login screen confusion after update)
Product — recent app update changed behavior without customer communication. Order edit crash is a regression bug.
This Week
Escalate #14070 to eng with debug info. Respond to #14082 and #14083.
This Month · Eng + Product · Mar 14
Establish pre-release testing checklist that includes order editing flow. Add in-app release notes or changelog for customers. Owner: Eng + Product. Due: Mar 14.
3▸
Data Import Reliability (JYC recurring errors)
#14050 (slow imports), #14052 (CSV errors), #14058 (import issues), #14077 (JYC import error), #14079 (JYC import error — same day)
Data/Integration — JYC auto-import generates recurring error tickets (3 this week, all auto-closed). CSV encoding issues block other customers.
This Week
Close/resolve JYC recurring tickets. Respond to any open CSV import tickets.
This Month · Eng · Mar 14
Investigate and permanently fix JYC auto-import error source. Add CSV upload validation with encoding detection and clear error messages. Owner: Eng. Due: Mar 14.
4▸
Training Scheduling Friction
#14055 (Maintenance Schedule, 68h first response), #14056 (Placement Training, 89h first response), #14062 (Delegation, 27h first response), #14073 (Terms field display question)
Process — training scheduling is entirely manual, ad-hoc, and asynchronous (customer proposes time → agent confirms → back-and-forth). First-response breaches cluster here.
This Week
Confirm #14056 meeting time (Mar 10, 10am Central).
This Month · Kyla + Kjael · Mar 14
Set up Calendly or equivalent for self-service training scheduling. Create KB articles for common config questions (Terms field, placement, delegation). Owner: Kyla + Kjael. Due: Mar 14.
This Week's Actions
1
Respond to #13939 (Maxnet pricing) — confirm fix status today
Kyla
Mar 4
2
Respond to #13986 (Harris surcharge) — 7d breach
Kyla
Mar 5
3
Escalate #14070 (eCat crash) to eng with debug info
Kyla → Eng
Mar 5
4
Send CEO note to Maxnet (Zee Khan) after Kyla's update
Kjael
Mar 5
5
Confirm #14056 meeting time + respond to #14073, #14081, #14082
Kyla
Mar 5
6
Send status update to Progressive (#13907) — 26d since last touch
Kyla
Mar 7
7
Tag 6 untagged Support tickets from last 48h
Kyla
Mar 5