Discuss issues with tier badging and how it reports feature access
Issue Description
This issue continues discussions started in gitlab!69174 (merged).
The TW organization, based on direction from Support and Marketing, has the goal to ensure that all h1s on product documentation pages include a link to a tier badge. The expectation is that the tier badge to be used relates to the feature describes on the page with the greatest level of access. For example, if you're talking about features in a product doc that relate to Free tier level access, the page would have a FREE tier badge. If items requiring a higher tier are mentioned, we prefer to get those items into sections (which can then be separately badged). We also prefer to not use in-line tier mentions for features separately described on other doc pages, because those pages themselves have h1 tier badges, and having badging in two places breaks SSOT and there is no automated link for maintenance.
In an MR, @djensen mentioned:
definitely understand your intent, but I'd like to find another way to address it. This MR was motivated directly by a customer call where this approach caused a problem. A new customer believed it had access to a feature when it didn't, and my PM and I had difficulty using the documentation to explain that it didn't. It was pretty uncomfortable
😬
I'm strongly of the opinion we should not display a tier label on a feature collection unless the entire collection is at the same tier. Customers can make buying decisions based on this information, so I think we need to be very careful that it's accurate to avoid any impression of "false advertising". Do you see what I mean?
We put in some workaround text to indicate in a list of features in a section that not all of the features may be in the tier stated on the page/section, but there are continued concerns.
Personally I still have reservations about applying a tier label on all
<h1>
elements without at least a prominent explanation that it may not be accurate. I'm guessing this is not the only documentation where that approach feels misleading to customers. Is this topic under discussion anywhere else? If not, should we create an issue for it?
This issue is a place for stakeholders to have a conversation about ensuring clarity for customers in how we present tier access information within our product documentation.