description:Understanding the role of a Support training module maintainer
---
## Overview
A **Training Module Maintainer** is the primary steward of a specific Support training module. Maintainers are responsible for keeping the module accurate, aligned with current Support workflows and product documentation, and effective as a learning/onboarding experience. They are also the default reviewers for proposed changes to the module.
Everyone can contribute improvements to a module; maintainers provide structure, review, and continuity.
## Who can be a maintainer
A Training Module Maintainer is typically any of the following:
- A Support Engineer with demonstrated expertise in the module’s **area** (for example, Product Knowledge, Troubleshooting & Diagnostics, Customer Service).
- A [support stable counterpart](/handbook/support/support-stable-counterparts/) for the relevant [product group](/handbook/product/categories/features/).
- Someone who has:
- Completed the module themselves (or an equivalent level of knowledge), and
- Worked a meaningful number of tickets in the module’s topic.
Modules should have **at least one _active_ maintainer**, however, it is possible for a complex module to have multiple maintainers. Having multiple maintainers offers several benefits: they can peer review each other's changes and avoid a single point of failure. It is also beneficial to have maintainers spread across different regions to ensure broader availability and faster response times.
If you are a training module maintainer, be sure to let your manager know in your 1:1 and share updates you are making to modules in your document to make your manager aware!
## Time commitment and cadence
Approximate expectations per module:
-**Baseline:** ~1–2 hours per month on average.
-**Reviews:**
- Respond to review requests on MRs that modify the module.
- Respond to automated, scheduled or manual pings that a module review is needed.
-**Refresh:**
- Perform a review at least every **6 months**, and sooner when related product features, docs, or workflows change significantly.
If a maintainer’s availability changes (for example, role change, extended leave), they should work with their manager to hand off ownership.
## Responsibilities
### 1. Content accuracy and alignment
Maintainers ensure the module:
- Has an accurate **Goal** and **Objectives** section that reflects what learners should be able to do after completion.
- Lists correct **prerequisites** and dependencies (for example, required earlier modules or baseline knowledge).
- References up-to-date:
- Product documentation.
- Handbook workflows.
- External resources (courses, vendor docs, videos), where used.
When maintainers become aware of material changes (for example, new features, renamed settings, deprecations, or new workflows), they either:
- Update the module themselves, or
- Create/triage an issue and help review an MR from another contributor.
### 2. Template and workflow stewardship
Each training module lives as an issue template in the Support Training project. Maintainers are responsible for keeping the template itself in good shape:
- Keep the **stage structure** from the training [module template](https://gitlab.com/gitlab-com/support/support-training/-/blob/main/module-template.md?ref_type=heads).
- Ensure **tasks and checklists** reflect how we actually work (for example, ticket volumes, tools, required issue links, self-assessment steps).
- Ensure the module is relevant to support's work on tickets in the area.
- Maintain **metadata and labels**, including:
-`maintainers:` list in the YAML frontmatter, if present.
- Standard labels (for example `~module`, `~"Module::<Name>"`, and relevant group or category labels).
- Ensure the module is correctly discoverable, categorised and advertised in:
- The Skills Catalog / module inventory.
- Any learning pathways that reference it.
-[Support Week in Review](https://gitlab.com/gitlab-com/support/readiness/support-week-in-review#support-week-in-review)(SWIR)
### 3. Review and collaboration
Maintainers act as the **first-line reviewers** for proposed changes to their module:
- Review MRs that modify the module content, structure, or metadata.
- Apply the Support “[Guideline to update Support Training module](https://gitlab.com/gitlab-com/support/support-training/-/blob/main/README.md?ref_type=heads#guideline-to-update-support-training-module)” process:
- If a maintainer is available, they review and either approve or give feedback.
- If they are unavailable, they help route to:
- Another module maintainer, or
- A subject-matter expert or Support Manager.
- A relevant [Support Pods](/handbook/support/support-pods/) Slack channel
For substantive changes (for example, major restructuring, new assessments, or significant scope changes), maintainers:
- Loop in relevant subject-matter experts, SSCs, or product area leads (where needed).
- Confirm the updated module still fits into the broader learning paths and Support education strategy.
- Promote/advertise the changes in team calls and SWIR.
### 4. Learner experience and assessment
Maintainers help ensure the module is usable and effective for learners:
