diff --git a/source/handbook/support/index.html.md b/source/handbook/support/index.html.md
index fdf4b24625f2d84b92bb101039f84be69e5835a5..7a827a2b54fcb8347488ec1d3f6677a15486d10b 100644
--- a/source/handbook/support/index.html.md
+++ b/source/handbook/support/index.html.md
@@ -17,6 +17,7 @@ title: Support
- [Service Level Agreements](#sla)
- [Support Turbo](#support-turbo)
- [Dashboard](#dashboard)
+- [Dormant Usernames](#dormantusers)
- [Support Channels](#support-channels)
- [Emergency Tickets](#emergency)
- [Security disclosures](#security)
@@ -91,6 +92,22 @@ We have 6 views that are not channels.
Meaning we have 7 views left for all our channels.
That is why some channels are combined.
+## Dormant Usernames
+
+Support often gets requests from gitlab.com users to release a username.
+This can be implemented if the following criteria are met:
+
+1. The account in question has no data.
+1. There hasn't been any activity on the account (i.e. code, issues, MRs)
+ for six months. This considers activity on projects the account owns
+ as well as activity on projects the account participants in.
+1. Support has had four failed attempts to contact the user within a
+ two week period.
+1. The user cannot be an owner of any active project.
+
+Usernames will be prefixed with `idle` to keep the account active but
+release the namespace.
+
## Service Level Agreements
### SLA categories