Debugging & Resolving Issues for “VIP” Customers

[therealarkin]

Hey Sentry Friends,

It's Eran from the product team. Hope you're all doing well!

While every customer is important (that's certainly our philosophy!), some customers are absolutely vital to your business, the ones who contribute a big chunk of revenue, and thus, rely on your most advanced features, and even have dedicated support channels. I'm sure you know exactly who I'm talking about in your specific business!

We're genuinely curious about how you tackle debugging for these "VIP" customers and how we, at Sentry, can enhance your experience in doing so.

Would you mind sharing insights on:

1. How do you first get notified when a VIP customer experiences an issue? Are you counting on Sentry Alerts, or is it typically through channels like Zendesk, a dedicated Slack channel, or a direct call? What are some past examples you can share?
2. If it's external to Sentry, how do you correlate the customer's report and a specific Sentry event?
3. Related, do you have some custom tags set up in Sentry to spotlight these VIP accounts or pass email context to flag all your users?
4. And once an issue is on your radar, how do you ensure it gets prioritized? Do you have some internal protocols around it?

Also, I'd appreciate any strategies or best practices you've honed for addressing these VIP concerns. Are there tweaks or features within Sentry that could make your life easier when managing these high-profile customers?

Your feedback is super helpful!

Cheers and thanks in advance, Eran