@@ -18,7 +18,7 @@ The following two types of tickets can have additional attention requested using
>**Please use the STAR process instead of posting in Slack channels.** Requesting eyes on, asking for an immediate opinion on, or requesting additional attention for a ticket, in any Support-related Slack channel, creates unnecessary stress on Support Engineers who may be working on other priority tickets.
Once submitted, an issue is created in the [Support Ticket Attention Request](https://gitlab.com/gitlab-com/support/ticket-attention-requests/-/issues) issue tracker. The issue is automatically assigned to the [Support Manager on-call](/handbook/support/workflows/support_manager-on-call).
Once submitted, an issue is created in the [Support Ticket Attention Request](https://gitlab.com/gitlab-com/support/ticket-attention-requests/-/issues) issue tracker. The issue is automatically assigned to the [Support Leader on the Hook (SLOTH)](/handbook/support/workflows/support-leader-on-the-hook).
When you STAR a ticket, a thread is created in the [#support_ticket-attention-requests](https://gitlab.slack.com/archives/CBVAE1L48) Slack channel.
@@ -121,7 +121,7 @@ Once submitted, an issue is created in the [Support Ticket Attention Request](ht
## Unstarring a ticket (Support use only)
Depending on the request, the [Support Manager on-call](/handbook/support/workflows/support_manager-on-call) may decide that a STAR is without merit. Please be aware that we take into consideration the current state of the entirety of the ticket queue, and already existing STARs, when determining the appropriate prioritization for your STAR request.
Depending on the request, the [Support Leader on the Hook (SLOTH)](/handbook/support/workflows/support-leader-on-the-hook) may decide that a STAR is without merit. Please be aware that we take into consideration the current state of the entirety of the ticket queue, and already existing STARs, when determining the appropriate prioritization for your STAR request.
When unstarring a ticket, the manager must set expectations with the requester by documenting the following in the STAR Issue:
@@ -12,7 +12,7 @@ There are four on-call rotations in Support:
-[Communications Manager on-call (CMOC)](/handbook/support/workflows/cmoc_workflows) - in which Support Engineers drive public communication in the incident management process during GitLab.com operational emergencies.
-[Customer Emergencies on-call (CEOC)](/handbook/support/workflows/customer_emergencies_workflows)- in which Support Engineers respond to and coordinate the resolution of emergency reports from Self-managed and GitLab.com customers
-[US Government Emergencies](/handbook/support/workflows/usgovernment_oncall) - which is similar to Customer Emergencies, but has different hours and a US Citizen requirement to participate in
-[Support Manager On-call (SMOC)](/handbook/support/workflows/support_manager-on-call) - in which Support Managers are an escalation point for issues raised by Support Engineers and GitLab team members and missed PagerDuty notifications
-[Support Leader on the Hook (SLOTH)](/handbook/support/workflows/support-leader-on-the-hook) - in which Support Managers are an escalation point for issues raised by Support Engineers and GitLab team members and missed PagerDuty notifications
For customers that have [Priority Support](https://about.gitlab.com/support/#priority-support), the Support Engineering Team is on-call in these capacities and available to assist with emergencies. What constitutes an emergency is defined in our [definitions of support impact](https://about.gitlab.com/support/definitions/#definitions-of-support-impact).
@@ -327,7 +327,7 @@ If your shift has **not** ended yet and you want to coordinate with the *upcomin
### Engaging the On-call Manager
In some situations, you may need to engage the [Support Manager On-call](/handbook/support/workflows/support_manager-on-call) for assistance.
In some situations, you may need to engage the [Support Leader on the Hook (SLOTH)](/handbook/support/workflows/support-leader-on-the-hook) for assistance.
You can ping the current Support Manager On-call in Slack by tagging `@support-manager-oncall`.
@@ -404,7 +404,7 @@ Changes to the backup policy (including adding/removing members) can be made by
In the event that a concurrent emergency comes through while you are still working on the current emergency:
1.**You**: **Escalate** the page, instead of acknowledging/resolving it. The Support Manager is responsible for finding an engineer to own the new emergency page.
1.**Support Manager**: Assess the situation. It's possible to [initiate a page of the backup pool](/handbook/support/workflows/support_manager-on-call) to request assistance from backup engineers if the situation calls for it.
1.**Support Manager**: Assess the situation. It's possible to [initiate a page of the backup pool](/handbook/support/workflows/support-leader-on-the-hook) to request assistance from backup engineers if the situation calls for it.
1.**Backup Support Engineer**: Acknowledge and resolve the emergency page to indicate that you are assisting the customer with the case.
### Situations that Might or Might not Be Emergencies
@@ -604,7 +604,7 @@ Shift engineer or CEOC will need to respond to such tickets, even though it may
Once the customer ticket has been de-ecalated and is no longer a Severity 2/High Priority issue, [reset the ticket priority](/handbook/support/workflows/setting_ticket_priority/#resetting-ticket-priority), and let the customer know we will continue working with them during standard operating hours.
The Support Manager On-Call is always available to support you. Follow [these steps](/handbook/support/on-call/#engaging-the-on-call-manager) to engage the [Support Manager On-call](/handbook/support/workflows/support_manager-on-call) for assistance.
The Support Manager On-Call is always available to support you. Follow [these steps](/handbook/support/on-call/#engaging-the-on-call-manager) to engage the [Support Leader on the Hook (SLOTH)](/handbook/support/workflows/support-leader-on-the-hook) for assistance.
### Rollout and Monitoring
@@ -618,7 +618,7 @@ This is being closely monitored by Manager DRIs (@erikamiklos (EMEA), @ralfaro (
### During the week
For license emergencies during the week, reach out to [`#support_licensing-subscription`](https://gitlab.slack.com/archives/C018C623KBJ) and ask for an expert there to handle the case. Ping the current [Support Manager On-call](/handbook/support/workflows/support_manager-on-call) in your request so they can ensure it gets picked up. Once pinged, the Support Manager On-call is the DRI for ensuring the emergency gets handled.
For license emergencies during the week, reach out to [`#support_licensing-subscription`](https://gitlab.slack.com/archives/C018C623KBJ) and ask for an expert there to handle the case. Ping the current [Support Leader on the Hook (SLOTH)](/handbook/support/workflows/support-leader-on-the-hook) in your request so they can ensure it gets picked up. Once pinged, the Support Manager On-call is the DRI for ensuring the emergency gets handled.
In the event the customer's instance is unusable due to an expired license and you are unable to reach the L&R team or the on-call manager, [generate a trial license](/handbook/support/license-and-renewals/workflows/self-managed/license_for_weekend_emergencies/#step-2-generate-the-trial-license).
@@ -913,7 +913,7 @@ CEOC will need to respond to such tickets, even though it may have been assigned
Once the customer ticket has been de-ecalated and is no longer a Severity 2/High Priority issue, [reset the ticket priority](/handbook/support/workflows/setting_ticket_priority/#resetting-ticket-priority), and let the customer know we will continue working with them during standard operating hours.
The Support Manager On-Call is always available to support you. Follow [these steps](/handbook/support/on-call/#engaging-the-on-call-manager) to engage the [Support Manager On-call](/handbook/support/workflows/support_manager-on-call) for assistance.
The Support Manager On-Call is always available to support you. Follow [these steps](/handbook/support/on-call/#engaging-the-on-call-manager) to engage the [Support Leader on the Hook (SLOTH)](/handbook/support/workflows/support-leader-on-the-hook) for assistance.
@@ -176,7 +176,7 @@ Note: If the customer responds with follow-up questions after closure, create a
## Getting Paged for Concurrent Incidents
Support Engineers are not expected to manage multiple incidents. If a concurrent GitLab.com incident or GitLab Dedicated contact request comes in, engage with the [Support Manager oncall](/handbook/support/workflows/support_manager-on-call/) to help find cover for the new incident.
Support Engineers are not expected to manage multiple incidents. If a concurrent GitLab.com incident or GitLab Dedicated contact request comes in, engage with the [Support Leader on the Hook (SLOTH)](/handbook/support/workflows/support-leader-on-the-hook/) to help find cover for the new incident.
You can ping the Support Manager oncall in Slack with `@support-manager-oncall`.
