Feedback From Customer Support During Incidents

Support sees the customer-facing reality. The feedback loop that helps the IC.

Channel

Direct line: support to IC. Not through ticketing.

Real-time. Customers tell support things engineering hasn't seen yet.

Filter

Support filters. Anomalies and patterns reach the IC, not every individual report.

IC trusts the filter.

Act

Support's signal updates the IC's mental model.

Sometimes shifts the investigation.