| KPI | Health | Status |
|---|---|---|
| Customer Support Margin | Okay |
|
| Support Hiring Actual vs Plan | Okay |
|
| Support Non-Headcount Plan vs Actuals | Unknown |
|
| Support Handbook Update Frequency | Unknown |
|
| Support Department Narrow MR Rate | Problem |
|
| Support Satisfaction (SSAT) | Attention |
|
| Service Level Agreement (SLA) | Attention |
|
| ARR per support team member | Okay |
|
| Average daily tickets closed per Support team member | Attention |
|
| Manager to customer support rep ratio | Okay |
|
Total Support headcount and non-headcount expenses as a percent of ARR.
Target: Headcount and non-headcount expenses to be at or below 10% of ARR
Chart (Sisense↗)
Health: Okay
This is a subset of an existing KPI. Please see the definition for the parent KPI.
Employees are in the division "Engineering" and department is "Support".
Target: At 112 Support members by Jan 31, 2021
URL(s)
Chart (Sisense↗)
Health: Okay
This is a subset of an existing KPI. Please see the definition for the parent KPI.
We need to spend our investors' money wisely. We also need to run a responsible business to be successful, and to one day go on the public market.
Target: Actuals below Plan
URL(s)
Health: Unknown
This is a subset of an existing KPI. Please see the definition for the parent KPI.
The handbook is essential to working remote successfully, to keeping up our transparency, and to recruiting successfully. Our processes are constantly evolving and we need a way to make sure the handbook is being updated at a regular cadence. This data is retrieved by querying the API with a python script for merge requests that have files matching `/source/handbook/support/**` over time.
Target: Total above 50
Chart (Sisense↗)
Health: Unknown
Support Department MR Rate is a key indicator showing how productive our team members are based on the average MR merged per team member. We currently count all members of the Support Department (Director, EMs, ICs) in the denominator because this is a team effort. The projects included contributes to the overall product development efforts.
Target: Greater than TBD MRs per Month
URL(s)
Chart (Sisense↗)
Health: Problem
A measure of how satisfied our customers' are with their interaction with the GitLab Support team. This is based on survey responses from customers after each ticket is solved by the Support team using a Good or Bad rating.
Target: At or above 95%
Chart (Sisense↗)
Health: Attention
GitLab Support commits to an initial substantive response in a specified amount of time from the time the customer submits a ticket. The SLA for this first reply is based on each customer's Support Plan.
Target: At or above 95% to Priority Support SLAs
URL(s)
Chart (Sisense↗)
Health: Attention
This is a function of modeling for staffing to a ratio of ARR and not directly influenced by Support staff performance but more to our hiring which is managed through other performance indicators.
Target: Above $1.175M
This KPI cannot be public.
URL(s)
Health: Okay
The Gitlab support team aims to staff the team based on weighted average of both self-managed and GitLab.com tickets closed in a given month by an individual support team member. Total number of tickets closed / Total number of support staff involved in customer tickets. (Total number of tickets closed comes from Zendesk / Total number of support staff involved in customer tickets we collect from bamboohr data for the monthly number of employees minus manager and operation)
Target: Above 65 tickets closed per support staff per month
Chart (Sisense↗)
Health: Attention
The Manager to IC Ratio is the ratio of individual contributors to one manager. This data comes from Bamboo HR.
Target: The target for this metric is at or below 10:1
Chart (Sisense↗)
Health: Okay
We remain efficient financially if we are hiring globally, working asynchronously, and hiring great people in low-cost regions where we pay market rates. We track an average location factor by function and department so managers can make tradeoffs and hire in an expensive region when they really need specific talent unavailable elsewhere, and offset it with great people who happen to be in low cost areas.
Target: At or below 0.6
URL(s)
Chart (Sisense↗)
Health: Attention
Discretionary bonuses offer a highly motivating way to reward individual GitLab team members who really shine as they live our values. Our goal is to award discretionary bonuses to 10% of GitLab team members in the Customer Support department every month.
Target: At 10%
URL(s)
Health: Unknown
This is a subset of an existing KPI. Please see the definition for the parent KPI.
We remain efficient financially if we are hiring globally, working asynchronously, and hiring great people in low-cost regions where we pay market rates. We track an average location factor for team members hired within the past 3 months so hiring managers can make tradeoffs and hire in an expensive region when they really need specific talent unavailable elsewhere, and offset it with great people who happen to be in more efficient location factor areas with another hire. The historical average location factor represents the average location factor for only new hires in the last three months, excluding internal hires and promotions. The calculation for the three-month rolling average location factor is the location factor of all new hires in the last three months divided by the number of new hires in the last three months for a given hire month. The data source is BambooHR data.
Target: Below 0.61
Chart (Sisense↗)
Health: Okay
| Value | Level | Meaning |
|---|---|---|
| 3 | Okay | The KPI is at an acceptable level compared to the threshold |
| 2 | Attention | This is a blip, or we’re going to watch it, or we just need to enact a proven intervention |
| 1 | Problem | We'll prioritize our efforts here |
| 0 | Unknown | Unknown |
| Value | Level | Meaning |
|---|---|---|
| 3 | Okay | We are correctly capturing and measuring data for GitLab.com and self-managed instances. |
| 2 | Attention | Missing one of: GitLab.com or self-managed data. |
| 1 | Problem | Missing both: GitLab.com and self-managed data. |
| 0 | Unknown | Unknown |
Pages, such as the Engineering Function Performance Indicators page are rendered by an ERB template that contains HTML code.
Other PI Pages sectionThese ERB templates calls custom helper functions that extract and transform data from the Performance Indicators data file.
kpi_list_by_org(org) helper function takes a required string argument named org (deparment or division level) that returns all the KPIs (pi.is_key == true) for a specific organization grouping (pi.org == org) from the Performance Indicators data file.pi_maturity_level(performance_indicator) helper function automatically assigns a maturity level based on the availability of certain data properties for a particular PI.pi_maturity_reasons(performance_indicator) helper function returns a reason for a PI maturity based on other data properties.performance_indicators(org) takes a required string argument named org (deparment or division level) that returns two lists - a list of all KPIs and a list of all PIs for a specific organization grouping (department/division).signed_periscope_url(data) takes in the sisense_data property information from Performance Indicators data files and returns a signed chart URL for embedding a Sisense chart into the handbook.The heart of pages like this are Performance Indicators data files which are YAML files. Each - denotes a dictionary of values for a new (K)PI. The current elements (or data properties) are:
| Property | Type | Description |
|---|---|---|
name |
Required | String value of the name of the (K)PI. For Product PIs, product hierarchy should be separate from name by " - " (Ex. {Stage Name}:{Group Name} - {PI Type} - {PI Name} |
base_path |
Required | Relative path to the performance indicator page that this (K)PI should live on |
definition |
Required | refer to Parts of a KPI |
parent |
Optional | should be used when a (K)PI is a subset of another PI. For example, we might care about Hiring vs Plan at the company level. The child would be the division and department levels, which would have the parent flag. |
target |
Required | The target or cap for the (K)PI. Please use Unknown until we reach maturity level 2 if this is not yet defined. For GMAU, the target should be quarterly. |
org |
Required | the organizational grouping (Ex: Engineering Function or Development Department). For Product Sections, ensure you have the word section (Ex : Dev Section) |
stage |
Optional | the product stage (Ex: release) as defined in stages.yml |
group |
Optional | the product group (Ex: progressive_delivery) as defined in stages.yml |
category |
Optional | the product group (Ex: feature_flags) as defined in categories.yml |
is_key |
Required | boolean value (true/false) that indicates if it is a (key) performance indicator |
health |
Required | has two additional elements/property - level (inclusive value between 0-3) and reasons. This should be updated monthly before Key Meetings by the DRI. |
urls |
Optional | list of urls associated with the (K)PI |
sisense_data |
Optional | contains elements/properties related to Sisense, including chart (numeric Sisense widget ID), dashboard (numeric Sisense dashboard ID), shared_dashboard (Sisense shared dashboard ID), embed (v2) |
sisense_data_secondary |
Optional | same as sisense_data. Allows a second sisense chart to be included. |
public |
Optional | boolean flag that can be set to false where a (K)PI does not meet the public guidelines. |
pi_type |
Optional | indicates the Product PI type (Ex: AMAU, GMAU, SMAU) |
plan_type |
Optional | indicates if the metric is Free, Paid, or Both. |
telemetry_type |
Optional | indicates if the metric is available on SaaS, SM (self-managed), or Both. |
is_primary |
Optional | boolean flag that indicates if this is the Primary PI for the Product Group. |
instrumentation |
Optional | has two additional elements/property - level (inclusive value between 0-3) and reasons. This should be updated monthly before Key Meetings by the DRI. |
pi_workflow |
Optional | indicates the PI Workflow status |
Above ...Below ...At ...At or above ...At or below ...shared_dashboard, chart , and the dashboard key-value pairs to the corresponding Performance Indicators data file under the sisense_data property: in strings as it's an important character in YAML and will confuse the data parsing process. Put the string in "quotes" if you really need to use a :urls: should be an array (indented lines starting with dashes) even if you only have one urlmaturity.level and health.level display a value between 0 and 3 (inclusive).