GitLab Dedicated Support Pod

Enable others within the Support Team to answer GitLab Dedicated tickets.

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:
Co-lead: Wei-Meng Lee (@weimeng-gtlb)
AMER co-lead: Adam Lauzon (@adamlauzon)
AMER co-lead: Michelle Almendarez (@malmendarez)
APAC lead: Daphne Kua (@dkua1)
EMEA lead: Nilanka De Silva (@ndesilva)
U.S. Government lead: Rommel Rodas (@iHeartLinux)
Armin Hergenhan (@ahergenhan)
Gerardo Gutierrez (@gerardo)
Segolene Bouly (@sbouly)

Collaboration channels

Slack channel - #support_gitlab-dedicated
- Slack group - @spt-pod_dedicated
Epic - https://gitlab.com/groups/gitlab-com/support/-/epics/145

Getting added to the `@spt-pod_dedicated` Slack group

Use the Slack Requests issue template to get added to the @spt-pod_dedicated group in Slack.

🍐 Syncs

Everyone is welcome to join these synchronous sessions focused on all things GitLab Dedicated:

Every Friday at 1300 UTC: GitLab Dedicated Pod Pairing

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: