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(doc) Update Gitaly page re customer escalations

Andras Horvath requested to merge ahorvath-hb-20231103 into master

Why is this change being made?

Gitaly team is spending an increased amount of time in customer escalations at the cost of not working towards OKRs (tracked here). We often find a mismatch of expectations in these cases, generating frustration and costing time.

This MR clarifies expectations of customer engagements and documents them in the Handbook.

A wider analysis of the situation is at gitlab-org&11576 .

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