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) - 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.
đ 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
âšī¸ 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.
2c86c7fb)
