# Support certification checklist

**FusionCX Library** · Checklist · Last reviewed 3 September 2026  
Modelled on the program FusionCX engineers pass before they handle a customer. Nobody handles a customer before passing.

Fill `[bracketed]` fields. Pass marks are set by you.

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## Program header

| Field | Value |
|---|---|
| Program | Certified Support Engineer — [Platform Track] |
| Client | [ ] |
| Product / environment | [ ] |
| Sponsor | [ ] |
| Team lead (certifier) | [ ] |
| Candidate | [ ] |
| Start date | [ ] |
| Target live date | Day 10 from signature, or [ ] |

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## Curriculum outline

Team leads complete your training over 3 business days, including supervised observation of the current operation. Team leads then certify engineers (days 3–9).

| # | Module | Outcome | Hours | Done |
|---|---|---|---|---|
| 1 | Product and account model | Can locate a customer, plan, environment and permissions | [ ] | ☐ |
| 2 | Prompting and visual editing | Can reproduce a build path and correct a failed generation | [ ] | ☐ |
| 3 | Integrations and connectors | Can diagnose auth, webhook and schema failures | [ ] | ☐ |
| 4 | API, database and repository connections | Can read logs and confirm a working connection | [ ] | ☐ |
| 5 | Deployment, custom domains and DNS | Can take a 502 to a verified 200 | [ ] | ☐ |
| 6 | Diagnosis classification | Can score automated diagnoses as confirmed / partially correct / incorrect with a reason code | [ ] | ☐ |
| 7 | Severity, SLAs and escalation | Can classify P1–P4 and escalate through the published roster | [ ] | ☐ |
| 8 | Evaluation capture and redaction | Can close a ticket in the evaluation schema without leaking secrets | [ ] | ☐ |

Sandbox exercises (reference: 14). List yours:

| # | Exercise | Pass criterion | Done |
|---|---|---|---|
| 1 | [ ] | [ ] | ☐ |
| 2 | [ ] | [ ] | ☐ |
| 3 | [ ] | [ ] | ☐ |
| 4 | [ ] | [ ] | ☐ |
| 5 | [ ] | [ ] | ☐ |

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## Hands-on assessment rubric

Assessment: build + deploy + domain, plus a diagnosis classification set. Pass mark is set by the client.

| Criterion | 1 | 3 | 5 | Score |
|---|---|---|---|---|
| Reproduces the reported failure in a test account | Cannot reproduce | Reproduces with hints | Reproduces from the ticket alone | |
| Classification of automated diagnosis | Wrong class | Right class, weak reason code | Right class and reason code | |
| Safe change | Changes production or skips permissions | Correct environment, incomplete verification | Attributable, reversible, verified in tooling | |
| Customer communication | Unclear or over-commits | Accurate, slow | Accurate, within SLA voice | |
| Escalation judgement | Misses a trigger | Escalates late or without evidence | Hits the matrix with repro steps | |
| Evaluation record | Incomplete or leaks PII | Complete, minor schema drift | Complete, redacted, in schema | |

**Pass mark:** [e.g. no criterion below 3, total ≥ 24 / 30]  
**Result:** ☐ Pass · ☐ Fail · ☐ Conditional (list conditions)

Assessor: [ ] · Date: [ ]

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## Supervised-case log

Ten supervised cases each, reviewed by the team lead. Candidate does not take unsupervised tickets until all ten are signed.

| # | Ticket / sandbox id | Severity | What was hard | Diagnosis class | Lead sign-off | Date |
|---|---|---|---|---|---|---|
| 1 | | | | | ☐ | |
| 2 | | | | | ☐ | |
| 3 | | | | | ☐ | |
| 4 | | | | | ☐ | |
| 5 | | | | | ☐ | |
| 6 | | | | | ☐ | |
| 7 | | | | | ☐ | |
| 8 | | | | | ☐ | |
| 9 | | | | | ☐ | |
| 10 | | | | | ☐ | |

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## Pre-access gate (before the candidate is provisioned)

| Check | Done |
|---|---|
| Background check complete | ☐ |
| Confidentiality, IP assignment and acceptable-use undertakings signed | ☐ |
| Named accounts only; no shared logins | ☐ |
| Device provisioned to client standard | ☐ |
| Helpdesk, CRM and conferencing identities issued by the client | ☐ |
| Only client-approved AI tools enabled | ☐ |
| Curriculum, assessment and ten supervised cases passed | ☐ |

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## Recertification triggers

Default triggers from the FusionCX program. Add product-specific ones.

| Trigger | Action | Owner |
|---|---|---|
| 30 idle days (no customer-facing work) | Recertify diagnosis set + one supervised case before returning to queue | Team lead |
| Designated platform release | Delta module + sandbox exercise before the release reaches customers | Team lead |
| Severity miss attributable to the engineer | Suspend access; remediation plan; recertify named modules | Engagement manager |
| Complaint about the engineer | Access suspended pending review | Engagement manager |
| Schema or rubric change | Calibration session before next shift | Data / support lead |

**Your additional triggers**

- [ ]

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## Sign-off

| Role | Name | Date |
|---|---|---|
| Candidate | | |
| Team lead | | |
| Client sponsor | | |