Support Glossary
Support Glossary
The Support Glossary contains definitions and explanations for support-related acronyms and terms. Entries are alphabetically sorted and should link to or include a definition source when possible.
The glossary was inspired by this issue, with the goal of providing definitions for terms that might be specific to GitLab Support.
If you came to this page while reading a document with a missing definition, please update the original page with the acronym expansion, to align with the acronyms and initialisms style.
| Acronym | Full name | More information |
|---|---|---|
| ASE | Assigned Support Engineer |
Customers can subscribe to our assigned support engineer service which allocates them a named support engineer. You can read more about this role in the handbook. |
| CEOC | Customer Emergencies On-Call | |
| CES |
|
In the support context, customer effort score is an approach to measuring customer satisfaction. In the wider GitLab context, we also have candidate experience specialists who are part of our recruiting team. |
| CMOC | Communications Manager On-Call |
Support is responsible for keeping customers informed in support of our incident response process when there is an active incident on gitlab.com. The role has several responsibilities. |
| CSM | Customer Success Manager |
CSMs are accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy. You can read more here |
| DRI | Directly Responsible Individual |
Directly responsible individuals at GitLab own particular projects, initiatives, or activity. |
| FRT | First Response Time |
Support have a first response time Service Level Agreement (SLA) on all new tickets from subscribed customers. |
| MFA | Multi-Factor Authentication |
A commonly used industry term. |
| MTTR | Mean Time To Resolution |
A measurement of the average time it takes for a ticket to progress from creation to solved. |
| MVC | Minimal Valuable Change |
Minimal valuable change was previously referred to as the minimal viable change. This language was updated 2024-07-31. |
| NRT |
|
Support have a next response time Service Level Objective (SLO) on all subsequent replies to tickets from subscribed customers. |
| OKR | Objectives and Key Results |
GitLab uses OKRs to support achieving our strategic goals. |
| PD | PagerDuty |
See How Support On-call works for more information about how GitLab Support uses PagerDuty. |
| SBOM | Software Bill Of Materials |
You can read all about SBOMs in our blog post. |
| SLA | Service Level Agreement |
GitLab Support service level agreements might differ from other definitions in other departments. |
| SLO | Service Level Objective |
Support has an internal service level objective on all subsequent responses to tickets after the first response. We use the SLA timer in Zendesk to track this. |
| SRE | Site Reliability Engineer |
Site Reliability Engineers (SREs) are responsible for keeping all user-facing services and other GitLab production systems running smoothly. You can read more here |
| SSAT | Support Satisfaction |
We use SSAT to capture customer feedback and measure customer satisfaction. |
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