What rollback and comms plan should we prepare in case the Data Cloud roll-out causes performance regressions?

The core strategy involves three steps:

• Run a log collector agent alongside your Sourcegraph instance.
• Configure the agent with least-privilege credentials to send only the necessary data to your SIEM.
• Harden the agent and the surrounding environment to minimize the security risk.

An effective rollback plan for the Cursor rollout addresses both the technical process and the communication strategy in the event of performance regressions. The plan should be prepared before deployment and tested regularly to ensure a rapid and smooth reversion to a stable system.

To train support teams for JetBrains-related tickets, first identify expected issues by reviewing the specific JetBrains product or plugin and understanding its new features and potential pain points. Then, develop tailored training materials, including troubleshooting guides and best practices for using the new tool, and establish a robust support workflow using JetBrains YouTrack or a similar helpdesk to categorize and route tickets efficiently. Integrate knowledge base content and provide hands-on training with the tool to empower agents to resolve common issues.

To prove an IntelliJ IDEA update improved team productivity without increasing risk, you need to track a balanced set of Key Performance Indicators (KPIs) before and after the rollout. The most reliable KPIs are the DORA metrics, which measure both software delivery speed and system stability, and other metrics that focus on workflow efficiency and developer satisfaction.

To prepare your support team, implement a multi-faceted training program that provides both foundational knowledge and hands-on experience.
Phase 1: Foundational knowledge

• Core products overview: Provide a high-level training on the most used JetBrains IDEs, such as IntelliJ IDEA, PyCharm, and Rider. Focus on their primary functions, target languages, and typical use cases.
• Common terminology: Teach support agents the vocabulary used within JetBrains products, including terms like project, module, SDK, interpreter, and plugin.
• Toolbox App management: Ensure the team understands how the Toolbox App works, as it's the main point of interaction for many users. Cover installation, updates, and its settings.
• Licensing portal training: Conduct a session on how to use your organization's License Vault. Cover how to add, revoke, and track licenses, as well as how to diagnose and resolve common licensing errors. 

Phase 2: Practical troubleshooting

• Log collection: Train agents on how to guide users to collect and submit diagnostic data. Show them the Collect Logs and Diagnostic Data action in the IDE, which generates a zip file with all relevant logs.
• Simulated ticket practice: Run through mock support scenarios. Have agents simulate handling a ticket from a developer struggling with a project setup, a slow IDE, or a remote development issue.
• •    Internal knowledge base: Create and populate an internal knowledge base with articles addressing the most common issues based on your pilot phase. Include step-by-step instructions for tasks like clearing the IDE cache, fixing SDK configuration, and troubleshooting remote connections.
• Sandbox environment: Provide each support agent with access to a sandbox environment with the new JetBrains products. This lets them reproduce issues safely and explore configuration settings. 

Phase 3: Escalation and resource management

• Tiered support model: Establish a clear escalation path for tickets that cannot be resolved at the first tier. For example, complex performance issues might go to an internal expert with more deep-seated technical knowledge.
• JetBrains official support: Define clear triggers for when to open a ticket with JetBrains directly. Train your team on how to create a support ticket using the correct forms or channels, ensuring they include all necessary information, such as logs and license details.
• Utilize the JetBrains website: Emphasize the JetBrains website as a core resource. Train agents to navigate the IDE documentation and Knowledge Base effectively to find answers for themselves and for users.