Synchrony and Leverage

Customer Product Communications – Do Support engineers know how and when to escalate customer issues to Product so they can be road-mapped? Are product managers getting enough accurate information on these communications?

Product Readiness – When a new release or feature is deployed, is it supportable? Has the support team been involved in the planning, development and QA of the release or feature so they have proper context to learn and plan to be ready to serve customers?

Go To Market Process – Is Support in sync with Marketing, Product and Engineering on release dates? What are the patterns of communication?