Maintenance Calls Agenda

Why This SOP is Important

This SOP ensures that maintenance calls are conducted efficiently, with a clear agenda and prioritized approach to task management. It helps in resolving issues promptly, maintaining clear communication, and keeping the project on track. This structured approach enhances client satisfaction and ensures that the development team is aligned with the project's goals and priorities.

Helpful context

Maintenance Plans

Key Steps

1. Preparation for the Call

   • Open the dashboard and relevant project management tools (e.g., Plutio).
   • Ensure you have access to the latest updates on all tasks.

2. Screen Sharing

   • Share your screen with the client to facilitate a collaborative review of the dashboard and tasks.

3. Review Open Tasks

   • Prioritize QA and re-opened tasks. These tasks should be addressed first as they usually contain questions or issues that need resolution.
   • Discuss each task to identify if there are any questions from the dev team or the client.
   • Aim to resolve these questions during the call to avoid delays.

4. Discuss Ongoing Conversations

   • If there are any ongoing discussions related to specific tasks, review these to reach a plan or conclusion on how to proceed.
   • Ensure any decisions made are documented in the task notes.

5. Review Backlog Tasks

   • Go over the tasks in the backlog to understand them better.
   • Add priority stars to the tasks based on their urgency and importance.
   • Make sure to clarify any ambiguities or questions regarding the backlog tasks.

6. Async Work Approach

   • Maintain a 95% asynchronous approach to handling maintenance tasks.
   • For re-opened tasks, answer any questions directly in the task comments.
   • If there are no immediate answers, inform the client that the team is working on the re-opened tasks and will provide updates as soon as possible.

Things to Keep in Mind

• Communication: Clear and concise communication is key. Document all decisions and discussions in the task comments for future reference.
• Prioritization: Always prioritize QA and re-opened tasks to ensure critical issues are addressed promptly.
• Async Workflow: Strive to keep the project work mostly asynchronous to enhance efficiency. Use calls primarily for clarifications and decision-making.
• Client Engagement: Engage the client during the call to ensure they are aware of the progress and any issues that need their attention.