Create a "First Response" hawk role and test
We've been doing a great job of doing "okay" on our SLA's for Premium customers. We want to really knock it out of the park. I think that it takes a little more structure, but I also want to be abundantly clear, the freedom and flex of remote support at GitLab is paramount in my mind.
That said, we should see what it takes to make a rotation amongst the team that will help us get our FRT SLA somewhere above 95%. What we'll try:
- Americas East Engineers will rotate (I'll pick) weekly as a FRT Hawk
- We'll use this issue as a canonical source during this trial
- Every week we'll update with new learnings
- If successful, we'll roll this change out across the globe.
Aric was our first hawk and he had this feedback: #1383 (comment 123008358)
Harish is our second hawk on deck.
Edited by Lyle Kozloff