The Support Team follows GitLab's paid time off policy. We balance that with the need to deliver support to our customers every day. This page is intended to provide all Support Team Members with an understanding of what we need to do to achieve that balance, making it possible for all to take time off as needed and desired, while we as a team continue to deliver amazing support and service to our customers.
There is a special point that needs to be emphasized, and that is that time off for any team member only serves its purpose if that person truly takes the time off. Nobody should feel pressure or the need to check Slack, email, or anything else associated with work during their time off. Especially when you are taking time to be on holiday or to be with family or friends, please, in the timeless words of the snow queen, Elsa, "let it go."
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Please take time off whenever you need it.
A little thoughtfulness on everybody's part will go a long way toward making it possible for everyone to take their desired days off. As you look to plan your time off, please:
When you are approaching a planned absence from work, it is your responsibility to take reasonable actions to prepare the team and your customers for your absence. By making these preparations, you will also be making it easier for yourself to disconnect from work and make your time off effective.
If you're taking off less than half a day, you do not need to make entries in PTO by Roots or the Support Time Off Calendar, but please consider updating your Slack status. Also consider blocking the interval on your personal Google Calendar, so no one tries to book a pairing/meeting with you during that time.
If you're taking off a half day or more, enter the time off in PTO by Roots.
At the end of your last work day before taking PTO, update your availability using the Out of Office app in Zendesk. This is done by navigating to the app in Zendesk and clicking the
Make unavailable button on the row with your user information in it.
Follow the guidance below to prepare yourself, your customers, and your colleagues.
If you are assigned to any PagerDuty shifts (such as on-call) during the time off, arrange for coverage:
Tidy your queue before going on PTO. As guidelines cannot cover every case, this section is meant to provide guidance for you to think critically about what is required to ensure continued excellent support for each customer with whom you're working on a ticket.
Regardless of the length of your planned absence, notify your group of the upcoming absence by posting a message in your group's Slack channel a week in advance, if possible.
Is a customer waiting on you? Check with them. If your PTO will prevent a timely update, ask the customer whether they would prefer to pause the ticket till your return or have someone else step in to work with them. If they want to pause, put the ticket on-hold. Otherwise:
OOO Ticket Managementpage.
Update your GitLab status to ensure you're not auto-assigned to GDPR requests:
During Family and Friends Days GitLab Support continues to operate as normal. During the month of a Family and Friends Days, choose a day off to spend as you please. Please follow the same guidelines as you would in Choosing and Recording Time Off.
During Holidays, GitLab Support continues to operate as normal. Always book holidays as required by your locality. For non-statutory holidays, please follow the same guidelines as you would in Choosing and Recording Time Off.
Guidance around ticket handling over global holiday time off is slightly different, because of the potentially increased impact on the Support team.
The following peak holidays have the greatest potential to affect coverage:
If you plan to be out for more than three days, follow the guidance regarding absences of three or more business days. Otherwise:
In addition to the company-wide tips in Communicating Your Time Off, take a look at these tips to increase your ability to disconnect from work, truly make the most of your time off, and make it easier to return to work:
Please consider adding an item in the Support Week in Review after you get back to let the rest of the team know what you've been up to!
Trying to catch-up after a scheduled time off - especially if it's a week long, or more - can be a bit overwhelming. So here is a list of resources to check that should get you up to date with almost everything that happened while you were away:
Consider setting up a few coffee chats with teammates to simply reconnect with them. You can also ask your teammates who haven't taken PTO while you were out, during coffee chats or pairing sessions, to mention a thing or two that you might have missed.
Once you have taken the time to catch-up, update your availability using the Out of Office app in Zendesk showing you are no longer OOO. This is done by navigating to the app in Zendesk and clicking the
Make available button on the row with your user information in it.
For more tips, check returning from pto.