I think the key here is that Jane has a long, complex password on her router. That suggests the attack is likely an evil twin, where the attackers set up a fake wireless network to trick users.
I think this question is pretty straightforward. The key is understanding that a service-level agreement should be a collaborative process, not just a static document.
I think the Customer Success Manager should focus on the product use case. It makes sense to align adoption with clear outcomes, but I'm not entirely sure.
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