The Support Team follows GitLab's paid time off policy. And 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's 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."
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.
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:
Be sure you have access to the Support - Time Off team calendar.
You should have been granted access when you joined Support. But
if you don't have it, please ask for help in the
on Slack and someone will share the calendar with you.
We recommend you set up the Google Calendar integration with PTO by Roots so that you do not need to populate your personal and "Support - Time Off" calendars manually.
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Please take time off whenever you need it.
This page covers only considerations that are in addition to the company's communicating time off guidelines. So please familiarize yourself with those guidelines and in particular note the information regarding:
If you're taking off less than half of 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.
Half day or more:
If you are assigned to any PagerDuty shifts (such as on-call) during the time you are taking off, arrange for coverage:
Groom 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 for each ticket you're assigned to:
Is a customer waiting on you? Check with the customer.
As per the working with tickets workflow, aim to update a customer daily. 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, find a new assignee.
For all tickets that won't be on hold, please write an internal note summarizing the status. Include all applicable parts from this list:
Notify the team of your upcoming absence
Add an item in the regional (and .com) agenda the week before your absence to announce your time off.
Find a new assignee for your tickets
For all tickets, find a new assignee, and if possible review the tickets with them before reassigning. If you can't find someone to take one or more tickets, ask a manager to help. If you and the manager fail to find someone for any given ticket, as a last resort, you can 'unassign' yourself by assigning it to a 'group' ('Support EMEA', 'Support APAC', 'Support AMER'). If the user has specified a preferred region, select the corresponding group. Otherwise, select any group - the ticket will still be visible for all Support Engineers. Ensure to follow the internal note process described above so that the next engineer can come up to speed quickly.
In addition to the companywide 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!