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Clarify license emergencies workflow

Manuel Grabowski requested to merge mg-clarify-license-emergencies-20230817 into main

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.

  • Provided a concise title for this Merge Request (MR)
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    • 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
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    • Team: For changes that affect your direct team, share in your group Slack channel
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Edited by Manuel Grabowski

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