What is causing the unexpected increase in customer support tickets related to Seismic (San Diego)'s LiveDocs functionality in the past two weeks?

Introduction

The unexpected increase in customer support tickets related to Seismic's LiveDocs functionality over the past two weeks is a critical issue that demands immediate attention. As we dive into this analysis, we'll systematically identify potential root causes, validate our hypotheses, and develop a comprehensive plan to address the problem. Our approach will balance short-term fixes with long-term strategic improvements to ensure the continued success of the LiveDocs feature.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent update. Has there been any software release or feature change in LiveDocs in the past month?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, a minor update was released three weeks ago. Impact on approach: If confirmed, we'd focus on the update's contents and rollout process.

• Considering user segments, I'm curious about the distribution of these tickets. Are we seeing this increase across all user types, or is it concentrated in a specific segment?

Why it matters: Helps narrow down if it's a universal issue or specific to certain users. Expected answer: The increase is primarily from enterprise customers. Impact on approach: We'd investigate enterprise-specific features or usage patterns.

• Given the nature of LiveDocs, I'm wondering about content types. Has there been any change in the types of documents users are creating or editing recently?

Why it matters: Different document types might interact differently with the system. Expected answer: No significant changes in document types have been observed. Impact on approach: We'd look more closely at system-wide issues rather than content-specific problems.

• Thinking about system performance, have there been any notable changes in server load or response times coinciding with this increase?

Why it matters: Performance issues often lead to increased support tickets. Expected answer: Some intermittent slowdowns have been reported. Impact on approach: We'd prioritize investigating backend systems and infrastructure.