Tell me about a time you went above and beyond for a customer.

Situation: A major enterprise client's integration with our API was failing intermittently during their product launch week. Our standard SLA promised a 24-hour response time, and the issue was technically in their implementation. Task: Even though this wasn't our bug, the client was at risk of missing their launch deadline, which would affect their relationship with us and a $2M annual contract renewal. Action: I volunteered to work directly with their engineering team over a weekend. I set up a shared debugging session, identified that their retry logic was creating a thundering herd problem against our rate limiter, and wrote a custom middleware they could deploy. I also created documentation covering the top 10 integration pitfalls we'd seen across all clients, so this pattern wouldn't repeat. Result: The client launched on time. The documentation I wrote was adopted as our standard integration guide and reduced integration support tickets by 40% over the next quarter. The client renewed their contract and expanded to a higher tier. My manager used this as an example in our quarterly review of Customer Obsession.