Customer and Support Impact from moving Statement of Support to marketing repo
What is this issue?
In March this year, the statement of support moved from the handbook repo into the marketing repo. The result has been a series of confusing events as we reactively discover things that used to work (macros, bookmarks) that have been relocated to new areas, had the anchors updated or simply been removed.
This issue is an attempt to move towards a more proactive stance where we can work with our partners in Marketing in verifying that we have:
- restored essential functionality
- provide a stable interface going forward for identifying controlled items (that is, items that are referred to in contracts, macros or other places that must be updated before making a change)
- proactively discovered any other areas that have already broken, and fix them.
Timeline
- 2021-11-17: gitlab-com/marketing/digital-experience/buyer-experience#148 (closed): initial issue opened to move
/support
to Marketing control - 2022-03-07: gitlab-com/marketing/digital-experience/buyer-experience!272 (merged): MR that closed the above issue and finally moved
/support
to the new home - 2022-03-31: gitlab-com/www-gitlab-com!101613 (merged): first time support notices that MRs to
/support
aren't showing up when merged - 2022-04-05: gitlab-com/marketing/digital-experience/buyer-experience!362 (merged) - Support adds missing child pages
- 2022-05-26: gitlab-com/marketing/digital-experience/buyer-experience!661 (merged) - Support reorganizes info (after feedback from Marketing?)
- 2022-08-11: gitlab-com/marketing/digital-experience/buyer-experience!908 (merged) - Support re-adds missing section about emergencies
- 2022-10-10: SDR acts as go between in Support ticket for a Supported language and raises Slack thread, Support Director tries to link to
#language-support
but finds it has moved and doesn't redirect
Previous Anchors
/support previous anchors (minus live upgrade assistance) Spreadsheet (internal only)
-
@lyle verified that any URLs present in Zendesk macros are still working (2022-11-25)
Links broken in the handbook
These are broken links in the handbook as a result of changes. The number is the number of occurrences of the unique link, if a file appears twice there are multiple broken links.
## /support/#first-time-reaching-support
handbook/customer-success/csm/support/index.html.md:1
## /support/#language-support
handbook/support/support-ops/documentation/zendesk_global_apps.html.md:1
## /support/#definitions-of-support-impact
handbook/support/workflows/high-priority-all-regions-tickets-workflow.html.md:1
handbook/support/workflows/support_manager-on-call.html.md:1
handbook/support/workflows/setting_ticket_priority.html.md:2
handbook/support/workflows/working-on-tickets.html.md:1
handbook/support/workflows/customer_emergencies_workflows.html.md:2
handbook/support/internal-support/support-ticket-attention-requests.html.md:1
handbook/support/on-call/index.html.md:1
handbook/legal/legacy/legacy-subscription-agreement-v2/index.html.md:1
## /support/#definition-of-scaled-architecture
handbook/customer-success/csm/cadence-calls/index.html.md:1
## /support/#service-level-agreement-sla-details
handbook/support/internal-support/support-ticket-attention-requests.html.md:2
## /support/#definitions-of-gitlab-global-support-hours
handbook/support/support-global-groups/index.html.md:1
handbook/support/workflows/support_manager-on-call.html.md:1
handbook/support/internal-support/index.html.md:1
handbook/support/index.html.md.erb:1
## /support/#please-dont-use-language-intended-to-threaten-or-harass
handbook/support/engineering/index.html.md:1
## /support/#handling-unresponsive-tickets
handbook/support/license-and-renewals/workflows/working_with_sales.html.md:1
## /support/#gitlabcom-specific-support-policies
handbook/support/workflows/information-request.html.md:1
handbook/support/workflows/quick-reference.html.md:1
## /support/#account-recovery-and-2fa-resets
handbook/support/workflows/quick-reference.html.md:1
## /support/#name-squatting-policy
handbook/support/workflows/quick-reference.html.md:1
## /support/#us-federal-support
handbook/support/workflows/ticket_triage.html.md:1
handbook/customer-success/public-sector/solutions-architects/index.html.md:1
job-families/engineering/support-management/index.html.md:1
job-families/engineering/support-engineer/index.html.md:1
/support/#ccs-are-disabled
handbook/support/workflows/federal_tickets.html.md:1
Required Anchors
anchor | URL | Macro |
---|---|---|
#proving-your-support-entitlement | https://about.gitlab.com/support/#proving-your-support-entitlement | zendesk-macros/macros/active/General/Self-managed or GitLab.com Free User Request.yaml |
#trials-support | https://about.gitlab.com/support/#trials-support | zendesk-macros/macros/active/General/Trial does not include support.yaml |
#priority-support | https://about.gitlab.com/support/#priority-support | zendesk-macros/macros/active/General/Provide Emergency Address.yaml |
#definitions-of-gitlab-global-support-hours | https://about.gitlab.com/support/#definitions-of-gitlab-global-support-hours | zendesk-macros/macros/inactive/Support/SaaS/Import/Offer Import (Users Not Mapped).yaml |
#definitions-of-gitlab-global-support-hours | https://about.gitlab.com/support/#definitions-of-gitlab-global-support-hours | zendesk-macros/macros/active/Unsorted/Preferred region.yaml |
#definitions-of-gitlab-global-support-hours | https://about.gitlab.com/support/#definitions-of-gitlab-global-support-hours | zendesk-macros/macros/active/Support/SaaS/Import/Offer Import (Users Mapped).yaml |
statement-of-support.html#free-users | https://about.gitlab.com/support/statement-of-support.html#free-users | zendesk-macros/macros/active/General/Self-managed or GitLab.com Free User Request.yaml |
statement-of-support.html#out-of-scope | https://about.gitlab.com/support/statement-of-support.html#out-of-scope | zendesk-macros/macros/active/General/Out of Scope.yaml |
managing-support-contacts.html#proving-your-support-entitlement | https://about.gitlab.com/support/managing-support-contacts.html#proving-your-support-entitlement | zendesk-macros/macros/active/General/Proof of support entitlement license subscription.yaml |
providing-large-files.html#support-uploader | https://about.gitlab.com/support/providing-large-files.html#support-uploader | zendesk-macros/macros/active/General/Support uploader.yaml |
sensitive-information.html#how-do-i-scrub-sensitive-information | https://about.gitlab.com/support/sensitive-information.html#how-do-i-scrub-sensitive-information | zendesk-macros/macros/active/Support/Self-Managed/Information Gathering/gitlab.rb configuration file.yaml |
Edited by Lyle Kozloff