Professional Services (PS)
Who we are
Our Professional Services (PS) team is comprised of several groups:
- The Implementation Engineering (IE) team at Sourcegraph is a dedicated team of engineers and project managers who specialize and have expertise in deploying, installing, and configuring Sourcegraph within customer’s cloud and on-premise environments. The IE team primarily focuses on complex Kubernetes deployments, while also assisting the Customer Engineering and Technical Advisor teams with smaller scale tasks. Implementation Engineers work front and center directly with customers, in collaboration with internal teams, to lead the implementation effort and get Sourcegraph running in customer environments quickly and efficiently.
- Implementation Project Managers oversee the internal and external tasks, needs, and dependencies across these implementations, and also handles internal and external reporting.
- Resident Architects (RAs) provide strategic technical success planning, tailored ongoing enablement, and hands-on assistance for adoption and utilization of features while activating advanced use cases for customers via direct access to customer systems and teams.
Team Members
- Andrew Norrish, Interim Professional Services Manager & Technical Project Manager
- Louis Jarvis, Implementation Engineer
- Marc LeBlanc, Implementation Engineer
- Alex Fogg, Resident Architect
Slack Channels and Teams
- #team-implementation: internal channel for team discussion
- #discuss-implementation: open implementation related requests, questions, and discussions largely geared towards the Implementation Engineers
- #discuss-professional-serices: open, broader services-related questions including resident architecture, pricing, recommendations, available packages, custom packages, etc.
- @professional-services-team: full team
- @implementation-team: Implementation Engineers and Project Managers
Who we work with
Our PS teams work primarily in support of Strategic customers as they deploy Sourcegraph into production environments. IE is introduced to the customer at the start of a contract, and will work closely with the customer to ensure all deployment success criteria are met. IE will additionally provide Sourcegraph-specific insights such as optimizing allocation of compute resources for the customer instance and configuration and deployment best practices. IE typically works in an advisory role to the customer with regular deployment syncs, asynchronous support, and ad-hoc, hands-on working sessions.
PS Offering Applicability by Segmentation
PS offering applicability is determined by the market segmentation of the customer as seen below.
| SMB | MM | Enterprise | Strategic | |
|---|---|---|---|---|
| Slack Support | ❌ | ✅ | ✅ | ✅ |
| Implementation Services | ❌ | ✅ | ✅ | ✅ |
| Managed Services | ❌ | ❌ | ✅ | ✅ |
| Resident Architect | ❌ | ❌ | ❌ | ✅ |
| 24/7 Support SLAs | ❌ | ❌ | ❌ | ✅ |
| Dedicated Support | ❌ | ❌ | ✅ | ✅ |
PS Discount Availability
Discounts can only be applied to certain customers in specific situations dependant on market segmentation and ARR as seen below. Any discounts are still subject to approval by PS, TS, and Sales leadership.
| SMB | MM | Enterprise | Strategic | |
|---|---|---|---|---|
| Not Applicable | ✔️ | |||
| No Discount Available | ✔️ | Sub-$100k | ||
| Discounting Available | Above $100k | ✔️ |
Our Team Purpose Statement
Optimizing time to value by providing an exceptional product delivery experience through technical excellence
Team KPIs / Measures of Success
The primary team KPI for IE is:
- Implementation duration
Implementation duration is the time it takes to install, setup, and configure a working production environment for our customers that is ready for user onboarding. Our ideal state is for our customers, even in the most complex of situations, to have a working production instance within 30 days.