## Introduction We concluded [SGG Phase 2](&180) with the decision to deploy SGG to all of GitLab Support, noting that the USFed Team and the dedicated L&R SEs essentially already operate under this model. For the detailed proposal, please see this [Google Slides deck](https://docs.google.com/presentation/d/18zZRpG61D01Bp3AwqyxxYvsDIl_50_5B-55jxkLgsvg/edit?usp=sharing). This epic manages all of the issues related to the planning and execution of the global deployment of SGG. ## Plan, Schedule and Progress ### 1. Prepare for All Groups *Timeframe: April 15 - 20* 1. [x] Determine group membership 1. [x] APAC 2. [x] EMEA 3. [x] AMER - DRIs work with regional managers to create group assignments - balance skill sets, areas of focus, skill levels and roles - pay particular attention to the unique distribution of APAC team members 2. [x] Collaborate with Support Ops on support-team.yaml and Zendesk changes - See [Support Ops SGG Implementation](https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/718) issue 3. [x] Set up Slack channels - All channels have been created - Zoom rooms have been created and linked - SGG Handbook page has been linked - Once group assignments are done, invitations will be sent out to group members and group handbook pages will be created and linked 4. [x] Create drafts for SGG Office Hours & SGG Exchanges ### 2. Create & publish first iteration of handbook changes *Timeframe: April 18 - 22* 1. [x] SGG Overview (Purpose, Structure, Group page links, Tips, Escalations & Emergencies, L&R) 2. [x] New page for each group 3. [x] Ticket workflow ### 3. The week before go-live - train, train, train *Timeframe: April 25 - 29* 1. [x] Create and publish videos - See [SGG Rollout - Videos](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/4182) issue - Asking for SEs to design and create the video(s) 2. [x] Host sync meetings (recorded) ----- **>>>>>>>> Go Live: 2022-May-01 2100 UTC <<<<<<<<** ----- ### 4. Orientation *Timeframe: May 2 - 6* 1. [x] Send a welcome message in each channel for each region 2. [x] By Groups 3. [x] By Regions ## Group Naming ### Theme: Trees ### Names in Order of Assignment 1. Pine 2. Ginkgo 3. Baobab 4. Maple 5. Kapok 6. Oak 7. Ironwood 8. Willow 9. Redwood 10. Linden ## DRIs | Manager | Region | |---------|--------| | @tsorensen | EMEA | | @jgianoutsos | APAC | | @mdunninger | AMER |