# TA Team Norms

## Customer Segmentation

We break our team down into four segments of customers which is used to help define what kind of activities are expected and how frequent they should occur.

Those segments are:

- Strategic
- Large Enterprise
- Small Enterprise
- Commercial

## Tooling

### Vitally

We use Vitally stay organized internally around our customers. Your account should be able to look at just your book of business or the entire customer base.

## Recurring Team Meetings

This team is highly focused on engaging our customers with valuable insight and information. We also are focused on internally surfacing customer information that is important to the business. This means both synchronous customer conversations throughout the day along with synchronous and asynchronous Sourcegraph processes.

Any daily / weekly / monthly team activities will be defined at a later time.

## OOO Protocols

Prior to taking time off, TAs should:

1. [Log time off request in Roots PTO](../../../../benefits-pay-perks/benefits-perks/time-off/submitting-time-off.md)
1. Log time off on the CE team google calendar
1. Work with their manager to create a coverage plan
1. Notify their customers through the appropriate channel of their upcoming OOO
1. Update their slack status accordingly with OOO dates indicated


<section class="h0Wrapper headingWrapper"><section class="h1Wrapper headingWrapper"><h1 id="ta-team-norms"><a class="anchor" aria-hidden tabindex="-1" href="#ta-team-norms"><span class="icon icon-link"></span></a>TA Team Norms</h1>
<section class="h2Wrapper headingWrapper"><h2 id="customer-segmentation"><a class="anchor" aria-hidden tabindex="-1" href="#customer-segmentation"><span class="icon icon-link"></span></a>Customer Segmentation</h2>
<p>We break our team down into four segments of customers which is used to help define what kind of activities are expected and how frequent they should occur.</p>
<p>Those segments are:</p>
<ul>
<li>Strategic</li>
<li>Large Enterprise</li>
<li>Small Enterprise</li>
<li>Commercial</li>
</ul>
</section><section class="h2Wrapper headingWrapper"><h2 id="tooling"><a class="anchor" aria-hidden tabindex="-1" href="#tooling"><span class="icon icon-link"></span></a>Tooling</h2>
<section class="h3Wrapper headingWrapper"><h3 id="vitally"><a class="anchor" aria-hidden tabindex="-1" href="#vitally"><span class="icon icon-link"></span></a>Vitally</h3>
<p>We use Vitally stay organized internally around our customers. Your account should be able to look at just your book of business or the entire customer base.</p>
</section></section><section class="h2Wrapper headingWrapper"><h2 id="recurring-team-meetings"><a class="anchor" aria-hidden tabindex="-1" href="#recurring-team-meetings"><span class="icon icon-link"></span></a>Recurring Team Meetings</h2>
<p>This team is highly focused on engaging our customers with valuable insight and information. We also are focused on internally surfacing customer information that is important to the business. This means both synchronous customer conversations throughout the day along with synchronous and asynchronous Sourcegraph processes.</p>
<p>Any daily / weekly / monthly team activities will be defined at a later time.</p>
</section><section class="h2Wrapper headingWrapper"><h2 id="ooo-protocols"><a class="anchor" aria-hidden tabindex="-1" href="#ooo-protocols"><span class="icon icon-link"></span></a>OOO Protocols</h2>
<p>Prior to taking time off, TAs should:</p>
<ol>
<li><a href="../../../../../benefits-pay-perks/benefits-perks/time-off/submitting-time-off">Log time off request in Roots PTO</a></li>
<li>Log time off on the CE team google calendar</li>
<li>Work with their manager to create a coverage plan</li>
<li>Notify their customers through the appropriate channel of their upcoming OOO</li>
<li>Update their slack status accordingly with OOO dates indicated</li>
</ol></section></section></section>