Commit 61346d71 authored by Lyle Kozloff's avatar Lyle Kozloff 🌮
Browse files

Adds downtime credit conflict resolution workflow

parent ff685320

content/handbook/support/workflows/downtime_credits_workflow.md

+1 −1
Original line number Diff line number Diff line
@@ -164,7 +164,7 @@ Complete the following checks in order: 
        - GitLab Dedicated: Retrieve the relevant `customer_id` from the **Dedicated Customer IDs** sheet in the calculation spreadsheet and enter it in `Customer ID` then select `gitlab-dedicated` for `Platform`.



    - If monitoring data is missing or incomplete: Escalate to Engineering via RFH. Use [SupportRequestTemplate-DowntimeCredits-GitLabCom](https://gitlab.com/gitlab-com/request-for-help/-/blob/main/.gitlab/issue_templates/SupportRequestTemplate-DowntimeCredits-GitLabCom.md?ref_type=heads) (for GitLab.com) or [SupportRequestTemplate-DowntimeCredits-Dedicated](https://gitlab.com/gitlab-com/request-for-help/-/blob/main/.gitlab/issue_templates/SupportRequestTemplate-DowntimeCredits-Dedicated.md?ref_type=heads) (for GitLab Dedicated)

    - If customer disputes the validation outcome: Escalate to Engineering via RFH. Use [SupportRequestTemplate-DowntimeCredits-GitLabCom](https://gitlab.com/gitlab-com/request-for-help/-/blob/main/.gitlab/issue_templates/SupportRequestTemplate-DowntimeCredits-GitLabCom.md?ref_type=heads) (for GitLab.com) or [SupportRequestTemplate-DowntimeCredits-Dedicated](https://gitlab.com/gitlab-com/request-for-help/-/blob/main/.gitlab/issue_templates/SupportRequestTemplate-DowntimeCredits-Dedicated.md?ref_type=heads) (for GitLab Dedicated)

    - If customer disputes the validation outcome: Review the [conflict resolution workflow](https://internal.gitlab.com/handbook/support/workflows/downtime-credit-conflict-resolution) and (if appropriate) Escalate to Engineering via RFH. Use [SupportRequestTemplate-DowntimeCredits-GitLabCom](https://gitlab.com/gitlab-com/request-for-help/-/blob/main/.gitlab/issue_templates/SupportRequestTemplate-DowntimeCredits-GitLabCom.md?ref_type=heads) (for GitLab.com) or [SupportRequestTemplate-DowntimeCredits-Dedicated](https://gitlab.com/gitlab-com/request-for-help/-/blob/main/.gitlab/issue_templates/SupportRequestTemplate-DowntimeCredits-Dedicated.md?ref_type=heads) (for GitLab Dedicated)



1. **Threshold Check**