Due to known reliability problems with our existing importers, the Import group frequently receives support requests to investigate and resolve failed or incomplete imports. The purpose of this escalation triage process is to decrease the resolution time by doing the following:
Define an escalation manager. The escalation manager is responsible for:
To request support from the group, create a new issue. Note the use of the Support Request issue template.
Note: If as part of your investigation you believe you have identified a feature addition, improvement, or bug, we encourage you to also create an issue detailing your findings in the main GitLab issue tracker. You can reference this from your support issue.
Upon creation of the support issue, the relevant team members are notified and begin to triage and prioritize the escalation within 2 working days.