Change Rollout: Integrate all forms
GitLab Support: Process Change Rollout Plan
Process Change Title
The Story
As covered in #5654 (closed) we're going to move ahead with collapsing the many forms we have within Support into a single interface.
https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/ (Yes, Pages URLs are ugly now)
This is a drop-in replacement for the other forms and is functionally equivalent.
Starting 2024-01-01, previous forms will redirect here.
2023-02-02, the previous forms will be removed.
The Roles
Role | Description |
---|---|
Champions | @lyle @jcolyer |
Users | All Field, All Support |
Impacted Non-Users | None |
Schedule
- Rollout to begin on 2024-01-01
- Will the rollout be phased, such as by team or region? No - this will happen globally.
- Adoption complete by 2024-02-01
Training
The new form is actually easier and clearer to use, with explainer text for most types of requests and animated GIFs.
No training is required.
Success Determination
Explain here how and what you will be monitoring to determine the success of the change. These are typical questions you might want to answer here:
- What will success look like? Fewer questions about how to request things!
- How will you track change adoption?
- Is there a level of adoption that is required?
- How will you measure success?
- What are your targets (measured values that equate to success)?
Action Plan
-
Create an item in the SWIR to announce the change and include The Story on date
- NOTE: On the SWIR form, add the
Manager Attention
tag for policy changes and action items for Support Managers specifically (you can add multiple tags to a SWIR item)
- NOTE: On the SWIR form, add the
-
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 ondate
-
Announce the change and tell The Story in Team meetings by date
-
EMEA team meeting -
AMER team meeting -
APAC team meeting
-
-
Other communications channels -
Discuss in 1-1s, telling The Story, by date
-
Field FYI: https://gitlab.com/gitlab-com/sales-team/field-operations/enablement/-/issues/2395
-
-
Report back on change adoption, concerns, etc. by date
Manager Acknowledgement Section
Expectations
Describe what is required of the managers when they review this issue.
- Example: Your input is required before this change goes into effect. Check off your name when you have analyzed and commented as appropriate.
- Example: Your acknowledgement is required for this change that takes effect on date XYZ. Check off your name to indicated you have reviewed the information, and will share it with your team.
Due Date
Check off your name by midnight UTC on: 202x-xx-xx
Names
Remove any subsections that are not applicable to your issue.
Support Managers
Sorted alphabetically by region / GitLab handle
AMER + USFed
APAC
EMEA
Ops
-
@jcolyer
(remove backticks if Support Operations involvement is necessary for this)
Senior Management team
-
@lbot -
@lyle -
@shaunmccann -
@vparsons -
Senior Director or VP
Follow-Up Plan
How will you follow-up to understand the results of the change, to make adjustments appropriately, and to rollback if necessary? These are typical questions you might want to answer here:
- How will results be captured? By whom and by when?
- What is the plan for considering and making quick improvements?
- What is the plan should the change be deemed unsuccessful?
- Is a rollback feasible, and if so how will it happen?