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Clarify Support Policy for GRIT in Statement of Support

Problem Statement

What is the problem?

Our statement of support does not clearly define the support policy for GRIT (GitLab Runner Infrastructure Toolkit), a new tool being developed by our company at https://gitlab.com/gitlab-org/ci-cd/runner-tools/grit.

The current statement of support (https://gitlab.com/gitlab-com/marketing/digital-experience/about-gitlab-com/-/blob/main/content/en-us/support/statement-of-support.yml) includes a section about GitLab Environment Toolkit, but there is no clarity on whether GRIT follows the same support policy or has different support guidelines.

Why is this a problem?

Without clear documentation of GRIT's support policy, both customers and support team members may be uncertain about:

  • What level of support is provided for GRIT
  • What troubleshooting and assistance can be offered for GRIT-related problems
  • How to set appropriate customer expectations regarding GRIT support

This ambiguity can lead to inconsistent support experiences and confusion for both internal teams and customers.

Proposal

Update the statement of support documentation to include a clear section defining the support policy for GRIT. This should specify:

  • Whether GRIT follows the same support model as GitLab Environment Toolkit
  • What types of GRIT-related issues are covered under support
  • Any limitations or exclusions for GRIT support

DRI

@jfarmiloe will act as the DRI for this issue.

Required Resources

  • Collaboration with the GRIT development team to understand the intended support model
  • Review of existing GitLab Environment Toolkit support policy for consistency
  • Input from Support leadership on support capacity and capabilities for GRIT

Potential Roadblocks/Things to consider

  • GRIT is still in development, so support policy may need to evolve
  • May require training for support team members on GRIT functionality
  • Should consider the maturity level of GRIT when defining support scope

Desired Outcome

What does success look like?

  • Clear, documented support policy for GRIT in the statement of support
  • Support team has clear guidelines on handling GRIT-related customer inquiries
  • Customers have transparent expectations about GRIT support coverage

How do we measure success?

  • Statement of support documentation updated and published
  • Reduction in internal confusion about GRIT support scope
  • Support team training completed (if required)

Where would future feedback go?

Future feedback on GRIT support policy can go into this issue.

Related Issues/MRs/Epics/Tickets

Edited by Justin Farmiloe