Segments account escalation opening steps to allow anyone in GitLab to start one
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@@ -17,8 +17,7 @@ View the [CSM Handbook homepage](/handbook/customer-success/csm/) for additional
1. Account Escalation. This occurs when the customer expresses or a GitLab team member identifies that a customer is facing a challenging situation that may or may not relate to a specific support ticket. Anyone in GitLab can [open an account escalation](#opening-the-escalation) and [circulate it to the leadership of the appropriate group to find a DRI](#escalation-dri).
@@ -105,18 +104,18 @@ The following steps are to be taken by the escalation DRI:
If a [Critical or High-Level escalation](/handbook/customer-success/csm/escalations/#critical-and-high-level-escalations) has been created, CSMs should create an escalation document using the [Escalation Tracker Template](https://docs.google.com/document/d/1DFW9WDigDZTRQlArqvyaLl_GcYi5lwsxKKKtcjB49s0/edit#) (internal GitLab access only).
1. Create a temporary slack channel to facilitate communication internally at GitLab. This channel will remain open until the escalation is closed and should be listed in the escalation document. Name the channel #a_customername_escalation and ensure it is a public channel so that relevant parties can be easily added/find the channel.
3. If requested, The VP of Product is responsible for designating Product Leaders who will be the R&D response DRIs for the escalation. That process is expected to happen in the #a_customername_escalation channel with a ping to the VP of Product stating - @david - This is a newly escalated customer, and we are looking for you to assign a Product Leader to be the R&D DRI for the response.
1. If requested, The VP of Product is responsible for designating Product Leaders who will be the R&D response DRIs for the escalation. That process is expected to happen in the #a_customername_escalation channel with a ping to the VP of Product stating - @david - This is a newly escalated customer, and we are looking for you to assign a Product Leader to be the R&D DRI for the response.