FAQs

1. What’s the difference between usability (Step 4) and support (Step 7)?

   Usability is whether people can find and use the product. Support is how you keep it working and improving after launch: onboarding at scale, incident handling, troubleshooting, and change management.

2. What is “first time right” enablement?

   It means users are involved early (co-creation) and the product ships with the guidance, examples, and guardrails needed so users succeed on the first attempt.

3. What support channels should we offer?

   Offer at least one clear path for:

   • Questions (“how do I…?”)
   • Incidents (“something broke”)
   • Requests (“we need a change”)

   Make the path obvious and documented.

4. How do we set expectations for response times?

   Use simple support SLAs by severity (e.g., critical incident vs. general question) and communicate them in the catalog/docs.

5. How do we reduce support load over time?

   Turn repeated questions into:

   • improved documentation
   • example queries/templates
   • onboarding checklists
   • in-product guidance
   • automated monitoring and alerts

6. How do we handle breaking changes and deprecations?

   Use a basic change policy: versioning, release notes, deprecation windows, and migration guidance. Avoid silent breaking changes.

7. How can AI help with support?

   AI can suggest rules, summarize incidents, detect anomalies, and answer “how to use this product” questions—but it works best when metadata and definitions are curated and trusted.