CMS Support Plan

Documentation on how to request support for issues related to the CMS

During Digital Experience Team Working Hours

Point person: Nathan Dubord

Eastern Timezone (UTC−5)

Working hours: 9am - 6pm Eastern

The DEX team is spread across North American time zones. Regular working hours span from 6am - 5:30pm Pacific (Convert to local timezone here).
If you experience any issues related to our CMS that require immediate attention, please post in #digital-experience-team
1. Please tag the following people: 2. Lauren Barker 3. Nathan Dubord 4. Megan Filo 5. Laura Duggan
You can expect a response within minutes.
All CMS related issues will be an immediate priority.

Point person: Nathan Dubord

Eastern Timezone (UTC−5)

Working hours: 9am - 6pm Eastern

The DEX team is spread across North American time zones. Regular working hours span from 6am - 5:30pm Pacific (Convert to local timezone here).
If your issue occurs +/- 2hrs of our working hours, please text (phone numbers are available in Slack profiles) the following people based on timezone
1. Eastern Timezone (UTC−5):
  1. Nathan Dubord
  2. Laura Duggan
2. Central Timezone (UTC−6):
  1. Megan Filo
3. Pacific Timezone (UTC−8): 2. Lauren Barker
If the issue occurs outside of our working hours, please refer to our CMS Troubleshooting Playbook.
1. GitLab team members who may be able to assist via Slack include:
  1. Hanif Smith-Watson (UK, UTC +0)
  2. Gonzalo Servat (Australia, UTC+10)
  3. Nick Veenhof (Belgium, UTC +1)
If you have to wait for a Digital Experience team member to come online, you could create an issue using this template that details the problem which will get a headstart: https://gitlab.com/gitlab-com/marketing/digital-experience/buyer-experience/-/issues/new

In order (numbers are in Slack profiles):

Call on the phone if no response within 15 minutes

For information on troubleshooting a technical issue, refer to this playbook: CMS Troubleshooting Playbook