ProServe Work Prioritization Process
Situation
Established new process for handling professional services work: ProServe work will be prioritized against existing roadmap, not by dropping in-flight work. Product (Brady) owns prioritization decision, Engineering determines timing based on capacity.
Reasoning
Rejected drop-everything approach that Sales advocated. Context-switching destroys productivity. Engineering needs to protect roadmap focus while still serving customers. Process ensures sales cannot make delivery commitments that disrupt planned work.
Additional Context
Triggered by Veeam engagement (~$40k, 2-3 weeks). First PS engagement under current model where engineering executes legacy contract work.
People Involved
Brady Dibble, Brian Dawson, Dave Dickerson, Ramesh, Art
Source
reflection
AI Confidence
75%
Outcome
Created a cross-company understanding of how engineering work will be prioritized, regardless where it comes from.
Recorded on January 12, 2026
Decision ID: c0a7e377-0bf3-4f6d-b7a9-d58d753354f8