[Support Tool] Emergency extension

Problem

On rare occasions, a SaaS customer is inadvertently downgraded to free tier, occasionally due to error on GitLab's part. Sometimes this is a mishandled contract reset, sometimes it's an incorrect renewal takes place removing SaaS products, etc etc.

Historically, Support team has used mechanizer to create a trial for the group, restoring access. However, this approach has never been quite sufficient because trials have restrictions, lacking certain features that are critical for users like group/project tokens, and the customers are paying us for a paid plan, not a trial.

The temporary extensions tool isn't a good fit here either because

• it's restricted to SFDC users
• the guardrails were developed with subscription extensions in mind, not service loss

For some additional context on the challenges being faced here, see this support team meta discussion

Proposal

Similar to the mechanizer features being ported into customersDot, lets include a function to temporarily restore access to GitLab groups facing unintentional service loss, to be used only for emergency situations. Guardrails can be included as necessary, such as

• requiring support managers to approve the requests
• very short duration like 2-3 days max
• be linked to an opportunity or subscription somehow
• ???

Support Priority Score: (0, 3, 3, 3, 2, 2, 0, 0, 3, 2, 3) => 21