Support Readiness and Feedback Loops

Brief, equip, route

Before each stage, brief support teams: what the feature does, who has it, known limitations, how to disable it for a customer, and how to report problems. Give them a quick way to escalate bad outputs with the request id and config version. Route feedback to the owning team weekly at least, and close the loop with users where possible. Support tickets are often the first sign of a quality problem.

A new menu item

Before a restaurant adds a dish, waiters taste it, learn the ingredients and allergies, and know what to do if a guest sends it back.

Give support a per-customer switch

Being able to turn the feature off for one unhappy customer avoids escalations for everyone.

Quick check: What should support teams have before an AI launch stage?

• Nothing; they learn from complaints
• A briefing on limits, who has the feature, and how to escalate or disable it
• Access to all model weights
• A promise that nothing will fail