This page documents items specific to Support Team APAC which we have not yet found a home for in the wider Support Team Handbook.
The intent is to enable APAC Support team members to contribute to Results for APAC-specific iniatitives, policies, processes and workflows by prioritizing:
Where appropriate, we should always look to move content from this page into other pages of the wider Support Team Handbook. For an example of how this can be done, see the Considerations in APAC section of the GitLab Support On-Call Guide Handbook page.
We are evaluating turning this into our north star for FY24. Please leave any thoughts or feedback in the discussion issue.
There is a daily bot that follows the SGG bot format and tags all APAC Support
engineers who have a Focus name: License and Renewals listed in their Support Team Page entry.
Example Support Team Bot post:
Support Team Bot Morning APAC @name1 @name2 @name3 @name4 @name5 @name6 @name7. Today we have: 7 working, 1 on PTO:
The following people have scheduled PTO: * Wednesday: @name8
Support engineers update this post's thread daily to share with each other when they are covering the queue, so that team members are confident that there are eyes on the queue when they complete their scheduled time to action these tickets. There is no strict roster, team members opt-in and share their availability to achieve coverage.
We are mindful of holidays that impact large parts of the team. The following are official holidays for mostly APAC team members, which we plan coverage for outside of global practices:
To refer to past planning issues, see issues linked to the [APAC] Holiday Coverage Planning Issues epic.
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