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 impact 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 impact 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) impact 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|
Based on the level of the escalation, the DRI for the escalation will either be someone in Support for low and medium level or the TAM for high and critical escalations. Key general responsibilities include:
Depending on the level of customer impact, either Technical Support or TAM organization may initiate the escalation. The following steps should be taken:
#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 the dedicated slack channel created as above, the account or support channels. Leverage the specific escalation channel created for working communications, collaborations and executive updates.
#escalated_customersat with the status and reason for closure
See the Support Engineering Guide to Escalations for more specific information on how support manages customers in an escalated state.