Move our handbook under new location

/content/handbook/security/corporate/systems/google/ @gitlab-com/gl-security/corp/identity @smanzuik @dzhu-gl @gbowen1 @jwong6 @ErikLentz @jacobdwaters @sladgrove @mspry_gl

/content/handbook/security/corporate/systems/lumos/ @gitlab-com/gl-security/corp/identity @smanzuik @dzhu-gl @gbowen1 @jwong6 @ErikLentz @jacobdwaters @sladgrove @mspry_gl

/content/handbook/security/corporate/systems/slack/ @gitlab-com/gl-security/corp/identity @smanzuik @dzhu-gl @gbowen1 @jwong6 @ErikLentz @jacobdwaters @sladgrove @mspry_gl

/content/handbook/security/customer-support-operations/ @jcolyer @dtragjasi

/content/handbook/eta/css/ @jcolyer @dtragjasi @secole

/content/handbook/security/identity/ @gitlab-com/gl-security/corp/identity @smanzuik @dzhu-gl

/content/handbook/security/product-security/ @cmazal

/content/handbook/security/product-security/infrastructure-security/ @jacobjernigan

---

title: Customer Support Operations

description: GitLab Customer Support Operations

title: Customer Support Systems

description: GitLab Customer Support Systems

---

## Purpose

The purpose of Customer Support Operations is to enable GitLab to provide delightful customer experiences by:

The purpose of Customer Support Systems is to enable GitLab to provide delightful customer experiences by:

- equipping the Customer Support team with knowledge, tools, and data to optimize productivity and efficiently solve customer problems.

- equipping our customers and wider GitLab with the data, knowledge, and insights to prevent customer problems before they occur.

---

title: 'Audits'

description: 'Documentation on Customer Support Operations audits'

description: 'Documentation on Customer Support Systems audits'

---

## Understanding audits

### What is audited

- Customer Support Operations projects

- Customer Support Systems projects

- Zendesk Global

- Zendesk US Government

On the 1st day of each quarter, issues will be generated via the [System Audits](https://gitlab.com/gitlab-support-readiness/system-audits) project. After issue creation, audits are then performed.

## Customer Support Operations projects

## Customer Support Systems projects

This is done via the `bin/ops_project_audit` script. When the script runs, it does the following:

description: 'Documentation on change management'

---

This guide explains how Customer Support Operations manages and deploys changes to our systems. We use four deployment types to categorize changes based on the item being modified, which determines when and how changes are deployed.

This guide explains how Customer Support Systems manages and deploys changes to our systems. We use four deployment types to categorize changes based on the item being modified, which determines when and how changes are deployed.

{{% alert title="Note" color="warning" %}}

When these situations occur, the general process for them should go as follows:

1. The requester asks for an exception deployment

1. Customer Support Operations leadership will make a comment detailing what the impacts of the exception deployment will be.

1. Customer Support Systems leadership will make a comment detailing what the impacts of the exception deployment will be.

   - This is done by reviewing what has been merged and is “queued for deployment” in the various areas the topic entails.

1. Customer Support Operations leadership will review the request and impacts to make a decision on the feasibility and acceptance of the request. They will present the consequences, impact, etc. to the requester.

1. If the requester agrees with the Customer Support Operations leadership statement, they will confirm they still wish to proceed.

1. Customer Support Operations will then perform an exception deployment.

1. Customer Support Systems leadership will review the request and impacts to make a decision on the feasibility and acceptance of the request. They will present the consequences, impact, etc. to the requester.

1. If the requester agrees with the Customer Support Systems leadership statement, they will confirm they still wish to proceed.

1. Customer Support Systems will then perform an exception deployment.

   - The exact means of doing so can vary, so please refer to the specific documentation for the item(s) in question.

### Special deployment