Statement of Support Updates
Goal
This MR aims to highlight what is within and what is outside of the scope of support for all types of GitLab in a clearer and more concise way than our current iteration.
What's Changed?
This MR adds a new page dedicated solely to our statement of support titled Statement of Support that is linked to from the main support page, removes the specific scope of support pages that we have for both self-managed and GitLab.com, and moves some of the information from the specific self-managed page to the main support page.
I've also added an internet training bullet point to the out of scope for all tiers section to cover questions from customers concerning the use of basic computer and internet functions.
Why?
Currently, all of our information regarding our scope of support is spread across three different pages:
In my experience, users want a one stop shop when looking for information regarding the scope of support. The primary support page includes a lot of information about the GitLab support team in general and how customers should contact us, which is essential. However, much of that info is mixed in with when (scope) they should contact us and it's difficult to read due to its size and the mixing of information.
Because of this MR, each page should have a goal in what it's conveying.
- The main support page: This should give information on how support can be contacted, details on some of our practices, SLA details, the definitions of our various support levels, and a link to the statement of support.
- The statement of support page: This page should include all information regarding what is within and what is outside of the scope of support for both self-managed and GitLab.com, free users and customers.