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Customer Success Escalations Process

Technical Account Management Handbook

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Objective

Define the process for managing account escalations and define framework for communications, activities and expectations for customer escalations.

Scope

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.

Definitions of Severity Levels

Severity Level Description Cadence Levels of Involvement
Critical Major issue(s) impacting 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) impacting 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 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 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

Responsibilities

Escalation Tracker Template