When supporting a customer any issue, incident or loss is _GitLab's loss_.
- Any customer experiencing trouble or downtime should be just like GitLab experiencing downtime. We always treat with urgency and action across GitLab.
- When a customer is losing productivity, treat it like GitLab is losing money. Our rule of thumb should be that a customer down gets the same urgency as if GitLab were losing $1M per day of productivity. This treatment is equal regardless of the size of customer or how much they are paying us.
- When a customer is losing productivity, treat it like GitLab is losing money. Our rule of thumb should be that a customer down gets the same urgency as if GitLab were losing $1M per day of productivity. This treatment is equal regardless of how much they are paying us.
- Always assume that you are the the person responsible for ensuring success for the customer.
- Escalate early. Visibility across GitLab and up to the CEO is always better earlier rather than later. Ensure all resources needed are on the case for customers early.
