[steven2012]

I'll talk it over with my group. Retraining doesn't guarantee anything. It could be that this problem is endemic to the company itself.

For example, why should 1st level support have the ability to make major changes like this? It sounds like only 2nd level support, a smaller group of more highly trained support staff, should have the ability to do this. Does SendGrid have enough money/resources to split their team into 1st and 2nd level support? Would a larger company have those type of resources that would better protect my customers?

These are questions I will talk over with my team.