Scott Lowe, Isovalent's Senior Principal Solutions Architect, walks through the methodical approach that he and the CS team take when addressing issues that arise for customers. When a customer runs into problems, and we say when because even though we're proud of what we've built with the community and open source, every piece of software runs into problems. Nothing's perfect. So when a customer runs into a problem, we take a very collaborative approach. We want to understand the configuration they're using and how it differs from what we worked on together when they first moved their workloads into production with Cilium or Tetragon. After that, it's an information-gathering exercise. We gather logs, use tools to collect data from the environment, and work closely with our engineering teams to determine whether it's a bug, unexpected behavior, or something that just needs to be documented better. Then we look at the workaround, if there is one, and how we help the customer move forward. Is it a matter of changing the architecture, delivering a hotfix, or saying this behavior isn't ideal but it's fixed in the next patch or minor release? We share the time frame and the GitHub issues that track the work. It's always very collaborative, always back and forth, and we want to reach a solution that's beneficial not only for that customer and for Isovalent, but for the broader Cilium community where applicable.