Migrating support readiness handbook to security

^[security]

/content/handbook/security/ @joshlemos @jlongo_gitlab @plafoucriere @juliedavila

/content/handbook/security/corporate/ @smanzuik @ericrubin @dzhu-gl @mbeee

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

/content/handbook/security/identity/ @gitlab-com/gl-security/identity

/content/handbook/security/product-security/ @juliedavila

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

^[support]

/content/handbook/support/ @gitlab-com/support

/content/handbook/support/readiness/ @lyle @jcolyer @dtragjasi

/content/handbook/support/support-idk.md @irisb @jgianoutsos @klang

## Approval required pages. See also "Controlled Documents" for more from this section.

## Teams

Quote-to-Cash system projects and initiatives often require close collaboration across functions and teams. The teams most often involved include: [Enterprise Applications](/handbook/business-technology/enterprise-applications/), [Billing Ops](/handbook/finance/accounting/finance-ops/billing-ops/), [Fulfillment](https://about.gitlab.com/direction/fulfillment/), [Field Operations](/handbook/sales/field-operations/), [Support](/handbook/support/readiness/operations/), and [Data](/handbook/enterprise-data/).

Quote-to-Cash system projects and initiatives often require close collaboration across functions and teams. The teams most often involved include: [Enterprise Applications](/handbook/business-technology/enterprise-applications/), [Billing Ops](/handbook/finance/accounting/finance-ops/billing-ops/), [Fulfillment](https://about.gitlab.com/direction/fulfillment/), [Field Operations](/handbook/sales/field-operations/), [Support](/handbook/support/), and [Data](/handbook/enterprise-data/).

## Systems

## Support Ticket Notifications

When a CSM is assigned to an account in Salesforce, any time that a user from that account submits a support ticket, the CSM will receive an email to let them know, which includes a link to the Zendesk ticket and an [automatically-created](/handbook/support/readiness/operations/docs/zendesk/zendesk_salesforce_sync/) Salesforce case. The email will also include the account name, contact name and email, and the date the ticket was opened. CSMs should receive the email within 1-2 hours of the ticket being opened.

When a CSM is assigned to an account in Salesforce, any time that a user from that account submits a support ticket, the CSM will receive an email to let them know, which includes a link to the Zendesk ticket and a Salesforce case. The email will also include the account name, contact name and email, and the date the ticket was opened. CSMs should receive the email within 1-2 hours of the ticket being opened.

In the email notifying CSMs of new tickets, the included Zendesk ticket link currently leads directly to the ticket. In the past, it has been a .json file which is difficult to read and sometimes doesn't load. If you encounter this, there are a few ways to work around this:

## Support Contact Management Projects

CSM guidance on [contact management projects](/handbook/support/readiness/operations/docs/gitlab/contact_management_projects/).

CSM guidance on [contact management projects](https://support.gitlab.com/hc/en-us/articles/14142703050396-Contact-Management-Projects).

Who has access to a Contact Management Projects?

- Due to their sensitive nature for our customers, only Support Readiness and the customers' chosen users have access to a contact management project.

- Due to their sensitive nature for our customers, only Customer Support Operations and the customers' chosen users have access to a contact management project.

How do I know if my customer has a contacts management project?

All Zaps associated with the Education Services Team are found within the following folder in [Zapier](https://zapier.com/app/zaps/folder/840205).

Please see the following handbook page for [Zapier Training](/handbook/support/readiness/operations/docs/zapier/).

### Credly

---

The GitLab Support Team provides [U.S.-based support](https://about.gitlab.com/support/us-government-support/) for those customers that require U.S. citizens to work their support tickets.

- The user that submits the ticket needs to be associated with the appropriate account in SFDC.

- All accounts and user information get synched between SFDC and Zendesk on an hourly basis under the conditions detailed on the [Support Ops page](/handbook/support/readiness/operations/docs/zendesk/zendesk_salesforce_sync/).

- All accounts and user information get synched between SFDC and Zendesk on an hourly basis.

- All communications with support will be asynchronous, unless a synchronous call is requested by the Customer Success Manager and/or Solutions Architect for that account.

- Only customers designated as Public Sector in SFDC are eligible for Federal Support.

- When a Public Sector prospective customer begins a sales-assisted trial (including Proofs of Value), the Public Sector Solutions Architect will verify that the appropriate "Support Level" is set in the account record in SFDC (Premium or Ultimate).  This will ensure that the SLA for support is set correctly.