Commit 53a2f8cc authored by Lyle Kozloff's avatar Lyle Kozloff

Merge branch 'revert-2ec4e53d' into 'master'

Revert "Update source/company/okrs/fy20-q2/index.html.md"

See merge request !21921
parents 2ec4e53d be2d8989
Pipeline #58517414 passed with stages
in 44 minutes and 39 seconds
......@@ -63,10 +63,7 @@ Execute and analyze 4 growth experiments for both self-managed and GitLab.com th
1. Compliance: Complete information security controls gap analysis.
1. Compliance: Develop and publish a formal risk assessment framework.
1. Support: Improve first contact Customer Experience. Build case deflection into support portal, increase docs linked to tickets to 75% (from 51%)
1. Support: Establish consistent escalation path of customers' issues. Define roles & responsibilities between tech support and customer success. Streamlined responsiveness to customer needs, consistent internal experience, developer happiness.
1. APAC: Establish consistent escalation path of customers' issues. Define escalation triggers and levels. Implement process across Support.
1. APAC: Iterate on Incident Management for self-managed customers. All Incidents follow the process.
1. APAC: Improve qulaity of non-English ticket support. Targeted languages are fully integrated into translation system. Customers experience no friction when having ticket exchanges with Support.
1. Support: Establish consistent escalation path of customers issues. Define roles & responsibilities between tech support and customer success. Streamlined responsiveness to customer needs, consistent internal experience, developer happiness.
1. UX: Improve usability. Raise System Usability Score (SUS) from ~74.6 to 76.2.
1. UX: Great product. Pajamas design system, Address color contrast issues, user onboarding, convert GitLab.com prospects into users.
1. VP Alliances: deliver mature product that can license, bill and meter for our partner offering/marketplaces
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