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Segments account escalation opening steps to allow anyone in GitLab to start one

Merged Lyle Kozloff requested to merge lyle-segment-account-escalation-opening into master
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

  • Provided a concise title for this Merge Request (MR)
  • 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.
  • Assign reviewers for this MR to the correct Directly Responsible Individual/s (DRI)
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the Maintained by section on the page being edited
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies
  • If the changes affect team members, or warrant an announcement in another way, please consider posting an update in #whats-happening-at-gitlab linking to this MR
    • If this is a change that directly impacts the majority of global team members, it should be a candidate for #company-fyi. Please work with internal communications and check the handbook for examples.

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  • Minor tweaks and clarifications

  • added 1 commit

    • a4c8fc04 - Cross-linking and clarifications (minor edit)

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  • added 1 commit

    • 2fabbf96 - Cross-linking to definition of escalation level

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  • Revise numbering syntax to use the style as described in our handbook style guide.

  • added 1 commit

    • 457e03fa - Update Markdown numbering syntax in line with our Handbook style guide.

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  • Rebecca Spainhower
  • Christiaan Conover resolved all threads

    resolved all threads

  • Christiaan Conover started a merge train

    started a merge train

  • mentioned in commit 75bc82e6

  • Rebecca Spainhower resolved all threads

    resolved all threads

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