This documents outlines the process for managing existing support tickets or internal requests which, due to business-critial situations, require a resolution faster than what is defined by standard support.
Our current support escalation covers two ticket types.
Those tickets can be escalated if the current course of action is unlikely to provide a positive outcome and meet critical business objectives.
GitLab Support targets a 95% SLA acheievement KPI. This means that some tickets breaching is expected. Our SLA is for a First Reply but we also internally track next reply. Asking for eyes on or escalating a ticket in the #support_gitlab-com or #support_self-managed Slack channels creates unnecessary stress on Support Engineers who may be in the midst of working on other priority tickets. Depending on whether you want to draw attention to either a Zendesk ticket or an issue created in
internal-requests, follow the steps below.
Note: If you do not have ZenDesk access, please follow the instructions here to get yourself a light agent account as all GitLab team members are eligible for one.
Sometimes the Support manager on-call may feel that an escalation request is without merit. In these cases, it's important to set expectations with the requester by documenting the following in the escalation issue.
Every escalation issue which is
de-escalated must include the
|Not Urgent||We need increased visibility on the ticket/issue and a response from Support within the next 2 hours. This escalation is not urgent and the overall impact is
|Timely||We need to address potential or existing customer dissatisfaction on the ticket/issue with a response from Support within the next 1 hour. This escalation has a certain level of urgency and the overall impact is
|Urgent||The ticket/issue may become an emergency if no follow up is provided within the next 30 minutes and may lead to customer dissatisfaction. This escalation is urgent and the overall impact is
Go to the support escalation form
submitan issue is created in the support escalation issue tracker. This issue is automatically assigned to the support manager on-call and will be used to keep a log of the escalation. Additionally a thread will be created in
Please expect that we will take into consideration the entirety of the ticket queues and existing escalation issues as we determine an appropriate prioritization for your issue.
If a ticket or issue escalation is posted in the wrong channel, simply add the
:escalation: emoji as a reaction to the post and the user will be directed to re-post the escalation in #support_escalations via a Slack Workflow.
By default, trial licenses do not include support.
If you've been contacted by a prospect whose evaluation of GitLab includes evaluating support expertise or SLA performance, as a member of the Sales team you can grant temporary support for their trial license. You can do this via Salesforce in a few simple steps:
Manual Support Upgradeand add a check mark.
Sales assisted trialas their subscription level when submitting a support ticket.
Important Additional Notes
Manual Support Upgradewill mean your prospect's tickets automatically get the correct SLA.
Manual Support Upgradefield when the trial ends..
Manual Support Upgrades. This page will be updated when that work is completed.