Clarify license emergencies workflow
Why is this change being made?
This is a recreation of Draft: Clarify license emergencies workflow (gitlab-com/www-gitlab-com!128187 - closed) against the new handbook repo. Please see justification and prior discussion on the old MR.
To summarize the changes:
- Adds a clear distinction between "during the week" (hand off to L&R, Manager On-Call as DRI) and "on the weekend" (use Mechanizer)
- Clarifies to use Mechanizer for Self-Managed cases on the weekend instead of CustomersDot
- Offers much more detail on how to handle SaaS cases on the weekend
Closes gitlab-com/support/support-team-meta#5303 (closed)
Author and Reviewer Checklist
Please verify the check list and ensure to tick them off before the MR is merged.
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Provided a concise title for this Merge Request (MR) -
Added a description to this MR explaining the reasons for the proposed change, per say why, not just what - Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added, and the content is SAFE
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Assign reviewers for this MR to the correct Directly Responsible Individual/s (DRI) - If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the
Maintained by
section on the page being edited - If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies
- The when to get approval handbook section explains the workflow in more detail
- If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the
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For transparency, share this MR with the audience that will be impacted. -
Team: For changes that affect your direct team, share in your group Slack channel -
Department: If the update affects your department, share the MR in your department Slack channel -
Company: If the update affects all (or the majority of) GitLab team members, post an update in #whats-happening-at-gitlab linking to this MR - For high-priority company-wide announcements work with the internal communications team to post the update in #company-fyi and align on a plan to circulate in additional channels like the "While You Were Iterating" Newsletter
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Edited by Manuel Grabowski