@@ -42,13 +42,12 @@ Remember, as members of the support team we are the first to interact with someo
Our goal is to provide guidance that will lead to the best results for our customers as they use GitLab. In that, we will often point to documentation, product functionality, or open bugs/feature requests.
However, there are times when customers will be best served through one of our commercial offerings.
Support is part of the [Engineering Department](/handbook/engineering/) and Support Engineers are not commissioned or bonused for upsell for additional services, customer purchases, or lead generation.
Support is part of the [Enterprise Technology & AI (ETA)](/handbook/eta/) organization, led by the CIO and Support Engineers are not commissioned or bonused for upsell for additional services, customer purchases, or lead generation.
If you recommend [Professional Services](https://about.gitlab.com/services/) or moving to a different tier or offering you may link to this section in your recommendation to give the customer assurance you're doing so with no mixed motivations.
### Our role within GitLab
GitLab Support is part of the [Engineering division](/handbook/engineering/).
While most engineering departments are part of the R&D cost center,
GitLab Support is part of the [Enterprise Technology & AI (ETA)](/handbook/eta/) division.
Support is part of the Cost of Sales (or sometimes Cost of Goods Sold (COGS)) cost center.
This unique arrangement is expressed in our [Key Performance Indicators](/handbook/support/performance-indicators/),
@@ -109,7 +108,7 @@ This simple list helps to give an easy way to set expectations and align problem
### How we measure our performance
We use [Key Performance Indicators](/handbook/support/performance-indicators/)(KPIs) to keep track of how well each Engineering Department is doing, including the Support team, as a whole.
We use the [Customer Support Department Performance Indicators](/handbook/support/performance-indicators/)(KPIs) to keep track of how well the Support team is performing.
The KPI measurements can be found under the `Reporting` tab in Zendesk if you have the appropriate access, but progress on meeting these KPIs is also tracked via the aforementioned KPI link.
@@ -185,7 +184,7 @@ See [Managers/Hazards page](/handbook/support/managers/hazards-and-challenges)
## Communications
The GitLab Support Team is part of the wider Engineering function. Be sure to check the
The GitLab Support Team is part of the [Enterprise Technology & AI (ETA)](/handbook/eta/) function and works closely with the wider [Engineering](/handbook/engineering/) function. Be sure to check the
[communications section in the Engineering handbook](/handbook/engineering/)
for tips on how to keep yourself informed about engineering announcements and initiatives.
