How can we explain the recent spike in support tickets related to Wasabi's file sync and share functionality?

Introduction

The recent spike in support tickets related to Wasabi's file sync and share functionality is a critical issue that demands immediate attention. As we delve into this product root cause analysis, we'll systematically identify, validate, and address the underlying factors contributing to this surge. Our approach will be comprehensive, considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the sync algorithm. Has there been any recent update to the file sync mechanism?

Why it matters: Recent changes often correlate with spikes in support tickets. Expected answer: Yes, there was a recent update. Impact on approach: If confirmed, we'd focus on the update's impact and potential rollback.

• Considering user segments, I'm wondering if this is affecting all users equally. Are we seeing this spike 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 spike is more pronounced in enterprise users. Impact on approach: We'd tailor our investigation and solutions to the most affected segment.

• Given the nature of file sync, I'm curious about the specific complaints. What are the most common issues reported in these support tickets?

Why it matters: Identifies the specific problems users are facing. Expected answer: Users report slow sync speeds and file conflicts. Impact on approach: We'd focus our technical investigation on these specific areas.

• Thinking about potential external factors, has there been any significant change in network infrastructure or cloud services we rely on?

Why it matters: External dependencies can often cause unexpected issues. Expected answer: No major changes reported by our cloud provider. Impact on approach: If confirmed, we'd shift focus to internal factors.