@@ -92,6 +92,12 @@ Following is a sample list of problems a customer might submit to GitLab Support
-**Emergency**: Passwords or tokens have been leaked or exposed, potentially allowing unauthorized access to the customer's GitLab.com resources. Follow the [GitLab.com SIRT emergency workflow](customer_emergencies_workflows.md#gitlabcom-sirt-emergency) to handle this type of emergency.
-**Reasoning**: Security incidents require an immediate response from Support to prevent or limit unauthorized access and potential data compromise.
#### GitLab Duo Pro/Enterprise features are unavailable
-**Emergency**: GitLab Duo Pro/Enterprise features are completely unavailable or severely degraded for all users
-**Not Emergency**: GitLab Duo Core issues, or GitLab Duo Pro/Enterprise issues have minimal business impact or a viable workaround that the customer can implement immediately to unblock
-**Reasoning**: Customers pay specifically for GitLab Duo Pro/Enterprise as add-on services, so unavailability directly impacts their paid investment and service expectations
