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Commit 7898ee04 authored by Valentine Mairet's avatar Valentine Mairet :flag_nz: Committed by John Lyttle
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Include the cross-functional customer response runbook in log request and...

Include the cross-functional customer response runbook in log request and customer request Handbook pages
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1 merge request!11394Include the cross-functional customer response runbook in log request and customer request Handbook pages
......@@ -20,7 +20,7 @@ Customer Success Managers (CSMs) and GitLab Support are our customers' main cont
GitLab Support handles non-complex application log requests that are within a 7-day time window from the time of the request, and which don't disclose
Personal Data, such as user names and IP addresses.
GitLab's Security Incident Response Team handles complex, extensive requests. In order to maximize efficiency and provide results in a timely manner, customers will not be able to interface with the relevant security team directly during these requests. All communication with the customer is channelled through GitLab Support or the dedicated CSM.
GitLab's Security Incident Response Team handles complex, extensive requests according to an internal [runbook](https://internal.gitlab.com/handbook/security/cross_functional_runbooks/customer_security_incidents/) for customer response operations. In order to maximize efficiency and provide results in a timely manner, customers will not be able to interface with the relevant security team directly during these requests. All communication with the customer is channelled through GitLab Support or the dedicated CSM.
## Process outline
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......@@ -15,7 +15,7 @@ A standard response is available in ZenDesk as a macro [`Support::SaaS::Gitlab.c
If required, you can escalate the ticket/issue by following our [escalation process](/handbook/support/internal-support/support-ticket-attention-requests).
You can consider using the [kibana workflow]({{< ref "kibana" >}}) page for tips on retrieving logs for requests within the last 7 days. Log requests beyond a summary (similar to the examples below) or where logs are not readily available on Kibana should be handled according to the process outlined in the handbook page dedicated to [providing assistance to GitLab.com customers during customer-based security incidents](/handbook/security/customer-requests/).
You can consider using the [kibana workflow]({{< ref "kibana" >}}) page for tips on retrieving logs for requests within the last 7 days. Log requests beyond a summary (similar to the examples below) or where logs are not readily available on Kibana should be handled according to the process outlined in the handbook page dedicated to [providing assistance to GitLab.com customers during customer-based security incidents](/handbook/security/customer-requests/). GitLab's Security Incident Response Team handles complex, extensive requests according to an internal [runbook](https://internal.gitlab.com/handbook/security/cross_functional_runbooks/customer_security_incidents/) for customer response operations.
### Who can make a request
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