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Commit 6b9a8842 authored by Mike Dunninger's avatar Mike Dunninger :palm_tree:
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Move ASE pages to top level support folder and fix pto page content

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......@@ -22,6 +22,6 @@ At GitLab, our Customer Success Architects are dedicated to helping you achieve
## How are you assigned a Customer Success Architect (CSA)?
A Customer Success Architect (CSA) is a premium Customer Success service available to customers who have purchased GitLab's Success Plan Services (SPS). SPS is a bundled service offering that combines the expertise of a CSA with an [Assigned Support Engineer (ASE)](/handbook/support/workflows/assigned-support-engineer) and comprehensive Education services, including an instructor-led course and 120 certification vouchers. This holistic approach ensures that you have access to the technical guidance, support, and training resources you need to achieve success with GitLab's products and services.
A Customer Success Architect (CSA) is a premium Customer Success service available to customers who have purchased GitLab's Success Plan Services (SPS). SPS is a bundled service offering that combines the expertise of a CSA with an [Assigned Support Engineer (ASE)](/handbook/support/assigned-support-engineer) and comprehensive Education services, including an instructor-led course and 120 certification vouchers. This holistic approach ensures that you have access to the technical guidance, support, and training resources you need to achieve success with GitLab's products and services.
To be assigned a CSA, you must procure the Success Plan Services through the same sales channels as GitLab's licensing SKUs. Your GitLab sales representative will work with you to understand your specific needs and requirements and help you determine if the Success Plan Services are the right fit for your organization. Once you have purchased the SPS bundle, a dedicated CSA will be assigned to your account, ensuring that you have a consistent, knowledgeable, and experienced point of contact throughout your journey with GitLab. Your CSA will work closely with your Assigned Support Engineer (ASE) and Education services team to provide you with a comprehensive and coordinated support experience, helping you maximize the value of your investment in GitLab's products and services.
......@@ -15,7 +15,7 @@ For content for positioning the value of the service, how to price/quote the ser
Our Success Services drive adoption and value realization of GitLab products whilst providing customers with Best Practices and a higher tier of White Glove support. We achieve this by bundling a named Support Engineer, a Customer Success Architect (CSA) and Education services into a single orderable SKU as an annual renewable service.
The [Assigned Support Engineer (ASE)](/handbook/support/workflows/assigned-support-engineer/) is the primary point of contact for their customers and will triage any support ticket logged by that customer. Over time, because of this consistent resourcing, the knowledge of the customer's needs, environment and architecture results in faster resolution times to the most common logged issues.
The [Assigned Support Engineer (ASE)](/handbook/support/assigned-support-engineer/) is the primary point of contact for their customers and will triage any support ticket logged by that customer. Over time, because of this consistent resourcing, the knowledge of the customer's needs, environment and architecture results in faster resolution times to the most common logged issues.
The [Customer Success Architect (CSA)](/job-families/sales/customer-success-architect/) is accountable for their customer's success through GitLab product adoption using well understood Best Practices. CSA's bring deeper product knowledge and technical depth than the industries traditional CSM role. With experience across many customers, they are experts at ensuring features are leveraged the right way for maximum value. This customer experience has lead to development of best practice content and prescriptive road-maps. This content is folded into the Success Services offering as "Accelerators".
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---
title: Planning PTO as ASE
category: Assigned Support Engineer
description: Planning PTO for Assigned Support Engineers
---
## ASE PTO planning
As per the ASE contract, the customer expects to have a named engineer covering
for their ASE when that person is unavailable. This means that when an ASE
plans to take some time off, appropriate coverage needs to be found. This
workflow describes the recommended steps an ASE should follow to arrange
coverage for planned time off.
### Planning PTO
At least two weeks in advance of your time off, find people to cover for you
during the full length of that time.
If another ASE is able to cover for you, they should be your first choice. Next,
consider SEs who have expressed an interest in the ASE role. Finally, consider
any other SEs who you believe would be a good fit.
Once you have found suitable backups, create an issue in the
[Assigned Support Engineer project](https://gitlab.com/gitlab-com/support/assigned-support-engineers/-/issues).
Tag your manager and your backups in the issue. State clearly the dates you
will be out.
### The week before PTO
- Review the accounts and open tickets with your backups
- Inform the customers and account teams of your upcoming absence and your
coverage plan
Help the SEs who will be monitoring your accounts to setup a notifications in
Zendesk using the [notifications app](/handbook/support/readiness/operations/docs/zendesk/apps/global-apps/#notifications-app)
so that they will be notified of new tickets.
### Returning from PTO
When you return, meet with your backups to review the work they did on your
behalf. And notify your customers and account teams of your return.
Add any lessons learned from this process to the issue that you created in the
[Assigned Support Engineer project](https://gitlab.com/gitlab-com/support/assigned-support-engineers/-/issues),
and then close the issue. Consider improving this Handbook page, too.
......@@ -39,7 +39,7 @@ Before your scheduled on-call shift begins, check [the Customer Events calendar]
### Communicate
**Involve relevant stakeholders**: whether it's the e-group, a CSM, an [ASE (Assigned Support Engineer)](../assigned-support-engineer/emergencies.md), subject matter experts or Support leadership, customer and operational emergencies should be known. See your rotation specific workflow for more detailed notes.
**Involve relevant stakeholders**: whether it's the e-group, a CSM, an [ASE (Assigned Support Engineer)](assigned-support-engineer/emergencies.md), subject matter experts or Support leadership, customer and operational emergencies should be known. See your rotation specific workflow for more detailed notes.
**Note:** You may sometimes be required to contact GitLab users on behalf of another GitLab team (such as the SIRT team). Please follow the [Sending Notices workflow](/handbook/support/workflows/sending_notices) to action these requests.
......
---
title: Planning PTO as ASE
category: Assigned Support Engineer
description: Planning PTO for Assigned Support Engineers
---
## ASE PTO planning
As per ASE contract, the customer expects to have a named engineer to cover for ASE when not available. This means when an ASE plans to take some time off adequate coverage needs to be found. This workflow highlights the recommended steps to ensure adequate coverage of ASE on PTO.
### Planning PTO
As soon as ASE has plans to take PTO register your PTO following [Support Team Member Time Off](../support-time-off.md)
Prior to two weeks from your time off, find adequate candidates that will be available to cover during the full length of the time off.
We suggest to look for possible backups within:
- Other ASEs
- SE interested in the ASE role
- General Support team.
Once you have found suitable backups, create an issue in the [Assigned Support Engineerproject](https://gitlab.com/gitlab-com/support/assigned-support-engineers/-/issues/?sort=created_date&state=all&first_page_size=20). In the Issue make sure to tag your manager, the backups and highlight the dates you will be off.
### The week before PTO
- Have adequate handover with your backups
- Inform the customers, and CSM, who will be covering for you, the length of your absence, and how they can be reached.
Help the engineer that will be monitoring your account set up a customer notification in ZD using the [notifications app](/handbook/support/readiness/operations/docs/zendesk/apps/global-apps/#notifications-app) so that they will be notified of tickets appropriately.
### Returning from PTO
After returning from time, make sure you follow up with your backups and get adequate handover. As well inform the customers, and CSM of your return.
Add any lessons learned from the process to the issue created in the [Assigned Support Engineer project](https://gitlab.com/gitlab-com/support/assigned-support-engineers/-/issues/?sort=created_date&state=all&first_page_size=20), and close the issue. Consider updating this process if needed.
......@@ -220,9 +220,9 @@ Zendesk as `Account Owner`. To involve a CSM or AM, use the following methods:
### Helping with a ticket that has an Assigned Support Engineer
Some customers have an Assigned Support Engineer (ASE) that will own their
Some customers have an Assigned Support Engineer (ASE) who will own their
tickets. This will be apparent from the org note in the ticket. For such
customers, see [the ASE workflow](assigned-support-engineer/working-on-ase-tickets.html).
customers, see [the ASE workflow](../assigned-support-engineer/working-on-ase-tickets.html).
## FAQ
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