Event-Day Live Support: What to Expect

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• What is SE&O Americas Field-led Events Support?

  SE&O Americas Field-led Events Support is the official support channel for SE&O Americas Field-led Events for Enterprise. It is used to manage: Event readiness and delivery issues Labs, platforms, and instructor support Event-day live issues Approved ...

• Post-Event Feedback, RCA, and Closure

  After event completion: Automated feedback is collected P1/P2 issues require a Root Cause Analysis (RCA) Budget reconciliation is completed by offering owners Final closure confirmation may be shared via support request Use Post-Event Closure & ...

• How Event Change / Exception Requests Are Handled

  Use Event Change / Exception category for: Date or time changes Participant count changes Offering scope changes Budget-impacting requests Key points: Changes are assessed for impact on cost, SLA, and delivery Budget Impact field must be filled ...

• Lab Testing & Readiness Timeline (T-14 SLA)

  SE&O Americas Field-led Events Support follows a minimum T-14 days lab readiness SLA, where: Labs are shared for testing after internal validation Event setup and lab setup are reviewed before release Delays may occur if dependencies exist (Azure, ...

• Severity Levels Explained (P1–P4)

  Use severity correctly to ensure appropriate response: P1 – Critical (Event Blocker) Event cannot proceed, large participant impact P2 – High (Major Impact) Event running with significant issues P3 – Medium Partial impact, workaround available P4 – ...