At times GitLab needs to communicate a "breaking" change or details related to a high-priority emergency patch. These emails are transactional in nature and are highly targeted to the impacted audience.
Not an emergency? For important planned customer communications, please use the customer update/announcement process which will not alert fire drills to teams involved, but will enable teams to work together and plan.
As soon as an emergency communication to customers is recognized, the Security team MUST:
/pdtrigger command in any Slack channel and select
Marketing Ops Ext. Comms - Emergency.
This is the process to follow when there is an announcement that is an emergency that will need to be sent by the marketing ops and campaigns team. The marketing teams will determine what platform will be used based on the information that is provided to them such as timing, list size and severity.
mail-mergein the email. Include field max lengths needed, or best guess. Mktops will determine if they can use an existing field or not.
The following approvers are needed for the copy and list size:
The email platform determines many different factors for us.
This section should be used for non-emergency, planned customer communications. As much as possible, we will work across all teams at GitLab to understand upcoming needs to communicate via email to customers. All customer communications need to be approved by the Vice President of Customer Success and Legal.
The following is a recommended format for customer emails though this is a general template and may not suite all situations. Consider it a guideline versus the rule.
The requestor (Security, TAM, etc.) will follow the process below to create the epic, which will have quick links to the appropriate issues to open.
### :exclamation: Action items for requestor to complete *Note: this will automatically be a confidential epic.* * [ ] Once created, associate this epic to parent epic (if exists) * [ ] Create issues in section at bottom * [ ] Ensure all issues are associated to this epic ### :star: Purpose <!-- Requestor, please describe the purpose of the email communication in this section for context by all teams involved --> ### :link: Key links * [Copy Document]() `to be added by requestor ` ([use this template](https://docs.google.com/document/d/1hv0XF7j6SibLgHgGFxxlrbPrufxbcXHrO8ZRG04nFjU/edit#)) * [Target List]() `to be added by requestor when final` * [Email Program]() `to be added by MOps` [shortcut](https://engage-ab.marketo.com/?munchkinId=194-VVC-221#/classic/MF4267A1) * **Determine email platform:** - [ ] If list less than 20k, most likely deploy with Marketo - [ ] If list 20-30k, most likely deploy with MailJet - [ ] If list greater than 50k, most likely deploy with MailGun ### :books: Issues for requestor to create (shortcuts below) * [ ] [Request target list issue](https://gitlab.com/gitlab-data/analytics/-/issues/new) (Data Download Request template) - requestor open, Data Team DRI * [ ] [Email request issue](https://gitlab.com/gitlab-com/marketing/marketing-operations/-/issues/new?issuable_template=incident_communications) - requestor open, MOps DRI - the email issue is blocked until requestor provides final copy * [ ] If landing page required: [Landing Page request issue](https://gitlab.com/gitlab-com/marketing/marketing-operations/-/issues/new?issuable_template=marketo_landing_page_request) (optional, will increase scope and delay timeline) - requestor open, MOps DRI * [ ] If form required: [Form request issue](https://gitlab.com/gitlab-com/marketing/marketing-operations/-/issues/new?issuable_template=form_request) ### :point_up: Reminders on action items & timeline * Requestor is responsible for providing FINAL copy, including review by all reviewers, by date indicated in timeline * Requestor is responsible for providing list of who must review and approve email * Requestor is responsible for approving test email and providing send time and date /confidential /label ~"MktgOps-Urgency::P1" ~"MktgOps-Priority::High Priority" ~"Customer Success" ~TAM /cc @amy.waller