Commit 8b7857c1 authored by Sid Sijbrandij's avatar Sid Sijbrandij

Merge branch 'mmcb-master-patch-12100' into 'master'

Update source/handbook/support/index.html.md

See merge request !19333
parents b1eecf52 12a8245b
Pipeline #48112356 passed with stages
in 16 minutes and 28 seconds
......@@ -32,7 +32,7 @@ contact with us.
When supporting a customer any issue, incident or loss is _GitLab's loss_.
- Any customer experiencing trouble or downtime should be just like GitLab experiencing downtime. We always treat with urgency and action across GitLab.
- When a customer is losing productivity, treat it like GitLab is losing money. Our rule of thumb should be that a customer down gets the same urgency as if GitLab were losing $1M per day of productivity. This treatment is equal regardless of the size of customer or how much they are paying us.
- When a customer is losing productivity, treat it like GitLab is losing money. Our rule of thumb should be that a customer down gets the same urgency as if GitLab were losing $1M per day of productivity. This treatment is equal regardless of how much they are paying us.
- Always assume that you are the the person responsible for ensuring success for the customer.
- Escalate early. Visibility across GitLab and up to the CEO is always better earlier rather than later. Ensure all resources needed are on the case for customers early.
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