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: 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)
Luminus Alabi (@lalabi)

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 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: