@@ -94,7 +94,7 @@ This fiscal quarter will run from May 1, 2019 to July 31, 2019.
1. Support: [Establish consistent escalation path of customers issues.](https://gitlab.com/gitlab-com/www-gitlab-com/issues/4014)
1. AMER-E: Define roles & responsibilities between tech support and customer success based on Denver Customer Success Workshop.
1. AMER-E: [Define roles & responsibilities between tech support and customer success based on Denver Customer Success Workshop.](https://gitlab.com/gitlab-com/support/support-team-meta/issues/1615)
1. AMER-W: Rollout Support Stable Counterparts. 100% of Engineering sub-departments have a Support Manager counterpart. 100% of DevOps Stages have a Support counterpart. Identify and assign counterparts to other departments (e.g. Docs)
1. Support Operations Specialist: Complete Federal support instance process and implementation. Document workflow in handbook, complete testing with Security, roll out implementation guidelines to Federal team for customers.
1. APAC: Establish consistent escalation path of customers' issues. Define escalation triggers and levels. Implement process across Support.
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@@ -209,8 +209,8 @@ This fiscal quarter will run from May 1, 2019 to July 31, 2019.
1. Security Operations: Hire to plan. 2 hires made.
1. Support: [Adopt capacity model with finance, and update vacancies in team.yml](https://gitlab.com/gitlab-com/www-gitlab-com/issues/4081)
1. AMER-W: Develop blended team model. Build career development plan for agents. Equip agents to be capable of delivering 25% of first responses in self-managed queues.
1. AMER-E: Convert all current metrics to use FY designation & Explore Periscope or Zendesk Explore as the next iteration platform.
1. AMER-E: Review Support Engineering Onboarding and redesign to align with product stages and define post-onboarding stages.
1. AMER-E: [Convert all current metrics to use FY designation & Explore Periscope or Zendesk Explore as the next iteration platform.](https://gitlab.com/gitlab-com/support/support-team-meta/issues/1616)
1. AMER-E: [Review Support Engineering Onboarding and redesign to align with product stages and define post-onboarding stages.](https://gitlab.com/gitlab-com/support/support-team-meta/issues/1617)
1. UX Director: Get all KPIs built.
1. VP Alliances: Launch marketing program for filling the acquisitions pipeline. Deliver 2 acquisitions to completion.
1. CRO: Move CRO critical content to SSoT. Migrate major Sales KPI/OKRs to dashboards, refactor Sales Handbook, begin conducting group meetings using dashboards and handbook.
