The Support Manager On-call helps coordinate respones to urgent and important situations that arise within the scope of delivering a quality experience to GitLab customers.
The Support Manager On-call is one of the rotations that make up GitLab Support On-call.
As part of GitLab Support on-call, Support Managers serve in a rotation. The support manager on-call is responsible generally for:
The Support Engineer on-call is the first responder for customer emergencies. Managers support this work as follows:
Support Escalations are handled by the Support Manager on-call.
Your responsibilities are as follows:
You can use Support Team Skills by Subject to find appropriate engineers to assign.
NOTE: GitLab team members may attempt to draw attention to tickets in regular support Slack channels (
#spt_managers). Any such attempt constitutes an escalation. Redirect the team member by responding to their post with only the
:escalate: emoji, which will send an automated and anonymous reply describing the correct process.
NOTE: There are two other distinct situations, not discussed on this page:
Some steps of escalation management are handled by bots and auto-responders. The text
**BOT** is used below to show these steps.
#support_escalations, with an
@mentionof the current on-call Support Manager's name.
:eyes:emoji to acknowledge you are looking at the escalation.
#support_licensing-subscription. Then return to the thread in
#support_escalationsand comment that all technical ticket-related discussion is happening in the ticket (or in the new thread). This helps ensure all technical discussion stays in one channel/thread.
There are times when an escalation request does not meet the threshold for escalation. In such situations, return to the thread in
#support_escalations and notify the escalation initiator.
An escalation is considered resolved when the correct next-step is identified and underway; it does not require the Zendesk ticket to be Solved or Closed.
When an escalation is resolved:
:green-check-mark:emoji to the escalation notification in
When GitLab experiences a security incident, the Support Manager on-call is responsible for triaging and responding to customer communications stemming from the security incident. This may include involving the CMOC.
To dispatch a request:
NOTE: If the Live Upgrade Assistance request is scheduled outside of your region's working hours, assign the Request to all the managers of the appropriate region. It is their task to complete steps 2 and 3 described above.
If you will be unable to handle on-call for a few hours on a weekday due to being engaged in a customer call or otherwise, arrange for another manager to handle on-call responsibilities temporarily:
#spt_managersfor any manager to volunteer to cover.
To swap your on-call duty with someone, follow the steps listed under Swapping on-call duty.
At times, you may receive an escalation where the customer is reporting a situation that qualifies for emergency support under our definitions of support impact. In such cases you may elect to trigger an emergency directly, rather than asking the customer to open a new emergency ticket.
You can trigger a PagerDuty notification by using the
Support::Managers::Trigger manual emergency macro in Zendesk.
Alternatively, you can manually trigger a PagerDuty notification through PagerDuty itself.
Login to gitlab.pagerduty.com and select + New Incident from the upper right corner. Then fill out the form as follows:
No other fields need to be filled out, therefore you may then click Create Incident