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) 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 |
Link to template (only acessibly by GitLab team-members). Save the document for each individual customer and replace (CUSTOMER) with the customer name.
Executive Summary
