Migrate /support from Contentful to ZD articles
GitLab Support: Process Change Rollout Plan
Process Change Title
The Story
https://about.gitlab.com/support has had a bit of migration trouble in the past 12 months. See #4667 (closed) for timelines and details.
The most recent migration to Contentful though has a few challenges:
- it breaks our change management workflow: changes to the pages can't be proposed by folks within Support through an MR, nor can they be approved by legal
- implementing the changes is challenging: a subset of team members (Jason or Lyle) have to copy and paste into blocks in Contentful.
- We've had 2 outages on
/support
in the past month
As a result we've moved these pages into Zendesk Articles and a repo at https://gitlab.com/gitlab-com/support/support-pages/
There are also "edit this page" links at the bottom of each page.
This change is an MVC - next quarter I want to work on separating out the function of /support
and our overall "Statement of Support". /support
really should be a marketing page for Support that talks about how great we are.
The Roles
Role | Description |
---|---|
Champions | @lyle @jason |
Users | Support team |
Impacted Non-Users | Marketing Team |
Schedule
- Rollout completed 2023-12-21 - prior to marketing PCL on 2023-12-22
Training
What do the users need to learn and how will they learn it? Do managers need to deliver training? Are there videos or tutorials or handbook pages or other materials?
No training required to update content. There will be some additional documentation for updating styles, which is slightly different than the previous iterations.
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:
Success here is:
- Lift-and-shift of content
- No broken links, both internally and within macros
- Reasonable styling - this will need some additional iterations.
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
-
Other communications channels, if required - for example, post to a CSM Slack channel if the CSMs are "impacted non-users"
-
-
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.
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?