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3. Support Team Handbook
4. Support Managers
5. Metrics Analysis Workgroup

On this page

• 2020-08
  • Attributes
  • KPIs that triggered this action
  • Exit Criteria
  • Roles and Responsibilities
  • Artifacts

2020-08

Attributes

KPIs that triggered this action

• Support Satisfaction (SSAT): Target 95%
  • Trending down since May: Support Metrics::SSAT in Explore (GitLab internal)
• Service Level Agreement (SLA)
  • First Reply Time: Target 95%
    • Trending down since May: Support Metrics::SLA in Explore (GitLab internal)

Exit Criteria

• Define conditions under which a metrics workgroup will be formed. => 100%
• Create a dashboard that exposes metrics and targets that will trigger actions on part of the support team (including forming this group) => 100%
• Document common hypothesis and expose the data to support/refute them. => 70%

Roles and Responsibilities

Artifacts

1. Support KPIs Dashboard to breakdown top-level KPIs
2. Metrics Project to track hypothesis.
3. Metrics Hypothesis Board to track outstanding hypothesis
4. FY21-Q3 Working Group Milestone to show a burndown chart.
5. Metrics Workgroup Issue Template to provide instructions for how a metrics workgroup is formed.