Segments account escalation opening steps to allow anyone in GitLab to start one
All threads resolved!
Why is this change being made?
Currently there's a fair bit of back-and-forth between Support and CS when we all know an account escalation should be open... but no one wants to.
This MR:
- adds a note stating that anyone in GitLab can declare an account level escalation
- segments the steps for creating an account level escalation to simplify the process of declaration
- more clearly identifies that only high/critical escalations actually need the escalation tracker doc
Author Checklist
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Added a description to this MR explaining the reasons for the proposed change, per say why, not just what - Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added.
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Merge request reports
Activity
assigned to @spatching
@csm-managers For your review before merging - I am supportive
- Resolved by Lyle Kozloff
This looks fine, but if there is an underlying hesitation to escalate an account, that might be something that we need to dig into why that is.
- Resolved by Christiaan Conover
- Resolved by Christiaan Conover
- Resolved by Christiaan Conover
added 1 commit
- a4c8fc04 - Cross-linking and clarifications (minor edit)
added 1 commit
- 2fabbf96 - Cross-linking to definition of escalation level
added wg-account-escalation-process label
- Resolved by Christiaan Conover
- Resolved by Christiaan Conover
- Resolved by Christiaan Conover
- Resolved by Christiaan Conover
added 1 commit
- 457e03fa - Update Markdown numbering syntax in line with our Handbook style guide.
- Resolved by Christiaan Conover
@christiaanconover - with the outstanding action of refining how to engage product/engineering more efficiently, do you see any blockers to getting this merged?
- Resolved by Rebecca Spainhower
mentioned in commit 75bc82e6
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