GitLab Dedicated Support Pod
Purpose
Enable others within the Support Team to answer GitLab Dedicated tickets.
Current objectives
- Spot gaps in knowledge within the team and improve training, resources and processes
- Enable quick answers that can help others troubleshoot faster
- Get more Support Engineers interested in Dedicated tickets
Support Pod members
- Overall/AMER lead:
Brie Carranza
(@bcarranza) - Co-lead:
Wei-Meng Lee
(@weimeng-gtlb) - APAC lead:
Daphne Kua
(@dkua1) - EMEA lead:
Armin Hergenhan
(@ahergenhan) - US Gov lead:
Wade Jenkins
(@wwjenkins) -
Matthew Badeau
(@mbadeau) -
Cleveland Bledsoe Jr
(@cleveland) -
Gerardo Gutierrez
(@gerardo) -
Brenda Nyaringita
(@bnyaringita) -
Segolene Bouly
(@sbouly) -
Sam Bernal-Damasco
(@definitelynotsam)
Collaboration channels
- Slack channel -
#spt_pod_dedicated- Slack group -
@spt-pod_dedicated
- Slack group -
- Epic - https://gitlab.com/groups/gitlab-com/support/-/epics/145
Getting added to the @spt-pod_dedicated Slack group
Use the Slack, Google Groups, 1Password Vaults or Groups Access Requests issue template to get added to the @spt-pod_dedicated group on Slack.
There is more information about Slack, Google Groups, 1Password Vaults or Groups Access Requests in the handbook.
🍐 Syncs
Everyone is welcome to join these synchronous sessions focused on all things GitLab Dedicated:
- Every other Monday at 1530 UTC: Gerardo and Brie’s Office Hours (on evenly numbered ISO weeks)
- Every Friday at 1300 UTC: GitLab Dedicated Pod Pairing
- Every other Tuesday at 0400 UTC: Matthew’s Office Hours
Check the GitLab Support Google Calendar for the events and add yourself to the invite.
Useful Links
- GitLab Dedicated Handbook
- This handbook is located in the Support Workflows and is a great starting point for more information when working GitLab Dedicated tickets
- See the training module for GitLab Dedicated in the Support Training project.
- Read about working with logs when handling tickets for GitLab Dedicated.
- Review the features not in GitLab Dedicated as these are almost as important as the features in GitLab Dedicated
ℹ️ Stay Informed
The Support Week in Review and the GitLab Dedicated Support Pod syncs are great ways to remain informed. Beyond those Support-focused resources, consider the following sources of information in order to remain aware of what’s going on with GitLab Dedicated:
- GitLab Dedicated Issue Tracker
- GitLab Dedicated team sync Google doc
- Slack channels
- Category Direction - GitLab Dedicated
Together, these are high volume sources of information. Being a manager of one means you’ll need to decide which ones to consume and how frequently.
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