Commit 83b8590c authored by Wade Jenkins's avatar Wade Jenkins
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Usgov updates wwjenkins

parent 45cc77ea

content/handbook/support/_index.md

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@@ -290,7 +290,7 @@ variations, please refer to the [README file](https://gitlab.com/gitlab-com/supp 
| [#spt_emea](https://gitlab.enterprise.slack.com/archives/C07N48KHCR0) | Discuss topics specific to Global SEs in EMEA |

| [#spt_apac](https://gitlab.enterprise.slack.com/archives/C07EJ2L3P7E) | Discuss topics specific to Global SEs in APAC |

| [#spt_pairing](https://gitlab.slack.com/archives/C03UW0HPBGD) | Used when working together on tickets and issues |

| [#spt_us-government](https://gitlab.slack.com/archives/C03RTN3JEJ2) | Discussion about topics pertaining to US Fed Support |

| [#spt_us-government](https://gitlab.slack.com/archives/C03RTN3JEJ2) | Discussion about topics pertaining to U.S. Government Support |

| [#spt_onboarding](https://gitlab.slack.com/archives/C07UJ1N8S1F) | New here? Topics related to onboarding |



##### Private Channels
@@ -363,7 +363,7 @@ For example, 


- Customer Support -> Support Engineering (use Support Engineering)

- Customer Support -> Support Readiness -> Support Operations (use Support Operations)

- Customer Support -> Support Engineering -> US Federal Support (use US Federal Support)

- Customer Support -> Support Engineering -> U.S. Government Support (use U.S. Government Support)



##### Examples
@@ -372,7 +372,7 @@ For example, 
- Senior Support Engineer:  `Name | Sr. Support Engineer | GitLab`  -  `Shen Hua Li | Sr. Support Engineer | GitLab`

- Staff Support Engineer: `Name | Staff Support Engineer | GitLab` - `Jabulani Achebe | Staff Support Engineer | GitLab`

- Support Manager: `Name | Manager, Sub-department | GitLab` - `Sneha Sharma | Manager, Support Operations | GitLab`

- Senior Support Manager: `Name | Sr. Manager, Sub-department | GitLab` | `Joo Hee Ko | Sr. Manager, US Federal Support | GitLab`

- Senior Support Manager: `Name | Sr. Manager, Sub-department | GitLab` | `Joo Hee Ko | Sr. Manager, U.S. Government Support | GitLab`

- Director: `Name | Director, Sub-department | GitLab` | `Noémie Blanchet | Director, Support Engineering | GitLab`

- Vice President: `Name | VP, Department | GitLab` - `Kalina Nowak | VP, Customer Support | GitLab`

content/handbook/support/engineering/_index.md

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@@ -20,10 +20,10 @@ While working through various customer problems, you may need help. We have a wi 
At GitLab, the Customer Support Operations team currently manages 2 different Zendesk Instances:



1. GitLab Support Instance:  [gitlab.zendesk.com](https://gitlab.zendesk.com)

1. GitLab US Federal Support Instance: [gitlab-federal-support.zendesk.com](https://gitlab-federal-support.zendesk.com)

1. GitLab U.S. Government Support Instance: [gitlab-federal-support.zendesk.com](https://gitlab-federal-support.zendesk.com)



- Customer URL: [federal-support.gitlab.com](https://federal-support.gitlab.com), CNAME for full link (above).

- Only Support Engineers who are US Citizens inside of the US have access.

- Only Support Engineers who are U.S. Citizens inside of the U.S. have access.



### Ticketing Style Guide

content/handbook/support/internal-support/_index.md

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@@ -98,7 +98,7 @@ Note that you cannot send public replies to customers with a Light Agent account 


| Request    | What To Do                                                   |

| ---------- | ------------------------------------------------------------ |

| Upgrade Assistance | **Global organizations:** [Review the offering](https://about.gitlab.com/support/scheduling-upgrade-assistance/), then open a new ticket in the global support portal <br> **Public Sector organizations:** [Open a ticket](https://about.gitlab.com/support/scheduling-upgrade-assistance/#us-federal-support) in the U.S. Government support portal |

| Upgrade Assistance | **Global organizations:** [Review the offering](https://about.gitlab.com/support/scheduling-upgrade-assistance/), then open a new ticket in the global support portal <br> **U.S. Government organizations:** [Open a ticket](https://about.gitlab.com/support/scheduling-upgrade-assistance/#us-federal-support) in the U.S. Government support portal |

| Who is on-call for Customer Emergencies? | Run `/chatops run oncall support` in a direct message to `GitLab Chatops` and review the results. This will **not** page the on-call engineer. |

| Who is on-call for GitLab.com CMOC? | Run `/chatops run oncall cmoc` in a direct message to `GitLab Chatops` and review the results. This will **not** page the on-call engineer. |

| Excessive reCaptcha on GitLab.com | While it's happening, post in [#support_gitlab-com](https://gitlab.slack.com/messages/C4XFU81LG/) and link to the issue/MR in question to be added to the allowlist. |
@@ -334,9 +334,9 @@ A copy of the license email sent to the customer is automatically logged under t 


---



### US Government Support Internal Requests

### U.S. Government Support Internal Requests



**Public Sector organizations:** For confidential license issues relating to US Government support customers, GitLab team members can [open a case with US Government Support](https://gitlab-com.gitlab.io/support/support-ops/forms/us-federal-internal-request-form/).

For confidential license issues relating to U.S. Government support customers, GitLab team members can [open a case with U.S. Government Support](https://gitlab-federal-internal.zendesk.com/hc/en-us/requests/new?ticket_form_id=41826474429588).



### GitLab.com Billable Members List

content/handbook/support/knowledge-base/_index.md

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@@ -9,7 +9,7 @@ The Global Knowledge Base is a searchable repository of Solutions to customer pr 
**Knowledge base articles can be found here**



- [Global support knowledge base](https://support.gitlab.com/hc/en-us/sections/15215649512604-Knowledge-Base)

- [US Government support knowledge base](https://federal-support.gitlab.com/hc/en-us/sections/29015014994068-Knowledge-Base)

- [U.S. Government support knowledge base](https://federal-support.gitlab.com/hc/en-us/sections/29015014994068-Knowledge-Base)



**Benefits**:

content/handbook/support/knowledge-base/knowledge-features-roadmap.md

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@@ -31,7 +31,7 @@ description: This section provides the features requested or being worked on, al 
|KCS Dashboard Metrics (ZenDesk Guide)                                   | Completed June 2025        |

|Add Technical Reviewers to the Skills by Subject Page                    | Completed June 2025        |

|Assign Knowledge Champion from Support Stable Counterpart               | Completed August 2025      |

|US Government knowledge articles.                                       | Completed August 2025      |

|U.S. Government knowledge articles.                                       | Completed August 2025      |

|Add Knowledge base link to Community Resources                          | Completed August 2025      |

|Level Up Training to be built around knowledge creation/Review/Etc.     | Completed August 2025      |

|Promoting NEW Knowledge articles weekly  - IN THE SWIR                  | Completed August 2025.     |