View the TAM Handbook homepage for additional TAM-related handbook pages.
Define the process for managing account escalations and define framework for communications, activities and expectations for customer escalations.
This addresses critical and high escalations for Enterprise customers. This can also apply to Commercial or SMB customers if there is a strategic partnership or relationship. This can also be leveraged for issues that affect a broad number of customers though the customer engagement model will differ. Any GitLab team-member can escalate an account on behalf of the customer.
|Severity Level||Description||Cadence||Levels of Involvement|
|Critical||Major issue(s) significantly impacting a customer's ability to deploy and/or use a solution, risking loss of and/or use a solution, risking loss of customer and/or significant risk to the relationship and brand.||Daily||VP of Sales, Product, CRO, CEO, VP of Customer Success|
|High||Major issue(s) significantly impacting a customer's ability to deploy and/or use a solution, risking current adoption, future growth on the account and damage to the relationship.||Multiple times per week||VP of Sales, Product, CRO, CEO, VP of Customer Success|
|Medium||Issue(s) impacting a customer's ability to deploy and/or use the product, risking current adoption and renewal.||Weekly to Bi-weekly||VP of Sales, VP of Customer Success|
|Low||Issue(s) impacting a customer's ability to deploy and/or use the product, risking customer value realization, timeline, customer satisfaction and adoption levels.||Standard Communication||Director of Customer Success, Account Manager|
The TAM is responsible for managing any account-related issues (e.g., delayed response, open actions, non-compliance installation or use of the product, etc.).
Link to template (only accessible by GitLab team-members). Save the document for each individual customer and replace (CUSTOMER) with the customer name.
It's expected that most escalations stem from emergency tickets to support, but it's possible that a customer could get escalated outside of that context. When an escalation is started, a TAM or a Support Engineering Manager may take these steps to create the doc and the channel depending on whom is initiating the escalation:
#escalated_customerschannel by the escalation owner (i.e., Support for Low/Medium severity, TAM for high/critical severity escalations). The posting to this channel should occur:
#escalated_customerschannel is for awareness only and is not intended to replace account or support channels. Specifically, this channel is NOT intended for:
See the Support Engineering Guide to Escalations for more specific information on how support manages customers in an escalated state.