Dominic Flores

David confirmed the customer's issue by restating it and pulling up account records before diagnosing.

David explained the proration calculation clearly and offered to send the breakdown for the finance team.

David gave a clear recap of next steps and secured the customer's agreement.

Acknowledged the slow initial response and apologised directly instead of deflecting.

Asked targeted diagnostic questions to isolate affected workloads and backup type.

Moved to concrete action: P1 escalation, agent update, priority adjustments, alert, and scheduled engineering follow-up.

Shared suspected internal cause transparently before confirming it.

Kevin anchored the demo to the customer's upcoming PCI DSS audit, selecting the PCI DSS report walkthrough as the most relevant example.

Kevin asked what next step would be most helpful and then committed to concrete follow-ups, including a scheduling link and documentation.

Kevin handled a feature-gap question honestly, explained the roadmap timing, offered a workaround, and committed to pass the request to product.

David corrected the customer's day-count assumption without first explaining the 30-day standard month, which caused a brief back-and-forth. Proactively stating the proration basis would have avoided the confusion.

Kevin did not probe Dominic's current compliance workflow or pain points beyond what Dominic volunteered; the demo was tailored to stated needs but did not uncover additional requirements.