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New Process rollout: Very Breached Tickets

GitLab Support: Process Change Rollout Plan

Very Breached Tickets

The Story

This issue announces a NEW process that has been introduced to create a safety net for catching very breached tickets (VBTs) in Zendesk Global, and ensuring they are responded to with urgency. The definition of Very Breached Tickets and the supporting process is documented in the support handbook as the Very Breached Tickets workflow.

This new process was discussed and concluded in Monitor and Respond to Very Breached FRT Tickets (#5231 - closed).

The Roles

Role Description
Users Support Managers are responsible for addressing alerts for Very Breached Tickets. That may involve delegating to other support team members. Regional Managers are asked to consider how their region will respond to VBT alerts and document this. See Expectations for more info.

Schedule

  • The associated alert was rolled out at the end of August in this Support Ops implementation issue.

Action Plan

  1. Create an item in the SWIR to announce the change and include The Story on date
  2. Post a message in the #support_team-chat Slack channel (or other support channel as appropriate) announcing the change and pointing to the SWIR announcement on date

Manager Acknowledgement Section

Expectations

  • Individual Managers: Your acknowledgement of awareness of this process and having read the handbook page is required.
  • Groups of Regional Managers: In addition to acknowledging awareness of this process, please work with your regional peers to determine how your region will respond to VBT alerts. Please raise an MR for the relevant sub-section of the Response and Outcome workflow to record this.

Due Date

Check off your name by midnight UTC on: 2023-09-30

Names

Support Managers

Sorted alphabetically by region / GitLab handle

AMER + USFed (Note: this process applies ONLY to tickets in Zendesk Global)

APAC

EMEA

Ops

  • @jcolyer (remove backticks if Support Operations involvement is necessary for this)

Senior Management team

Follow-Up Plan

  • Feedback can be shared in the originating issue.
Edited by James Lopes