 my screen. Cool. And let me see if I go full screen. How bad it's gonna be. All right, cool. It works perfect. Awesome. As y'all know, this is the Port Functional Group Update. Today is brought to you by myself, Lyle and Tom Cooney. And you may be wondering, is this your beautiful house? That's a talking heads reference. You may actually be wondering who Tom Cooney is. Tom is our new support director. Brought him in to help us scale and vision out how support will look in the future at GitLab so that we can grow to meet the demands of new and interesting customers. So we're gonna talk about everything you see on this slide today and we're gonna jump on through. So I'm gonna take this moment to introduce Tom and let Tom talk about what's going on a little bit in support land. And then Lyle and I will jump in and talk about some hires. Thank you, Lee. And yeah, thank everybody for accommodating the three party presentation mode today. First off, wanted to talk about some hiring and some very important elements there, some key talent. First starting with Tom Atkins, who will be joining us later this month in Cork, Ireland. He's going to be our EMEA manager, support engineering manager. And we're very excited he comes from Circle CI, has a great experience there, also very good experience in remote management of folks. So we're looking forward to that. He's also deployed a knowledge management system in Circle CI. So we're gonna leverage some of that expertise and experience as well. Now I'd have Lee and Lyle can introduce some new members over the last month. Awesome. I'll jump in. So we have two in support engineering. So far we have Ronald, he's already started. He's an EMEA. Say hi. Reach out to him in Slack. Welcome him in. And then a new hire that will be starting in a few weeks. So once he starts, we'll let you know on a team call and you'll get a chance to meet him as well. Lyle. Yeah, I'm the services side. Cynthia started a couple of weeks ago and we have in two weeks actually starting two new agents. Can I say their names? Tristan and Jerome will be starting. Tristan's in North America and Jerome is in the Philippines. So in the APEC region. So very excited about that. That's great. Lyle, thanks. Thanks, Lee. Yeah, we just got that offer are accepted, I think, from Jerome yesterday. So that's awesome. And before we leave this slide, just wanted to give a real loud shout out to the recruiting team. Since I've been here, they have been extremely busy and effortlessly giving us lots of candidates to get through. And as you can see, we've made a lot of great hires. So thank you especially to Adia, Trevor and Steve, who have been tirelessly working with us all. So thanks. Absolutely, we cannot do it without support. Support needs support. Amen. So Tom, over to you here to talk a little bit about our organization structure and how you think we can use that to scale. Sure. Thanks. So as we bring on new management, what we're wanting to do is align the regions with service support agents and support engineers. So when Tom Atkins starts, we'll get folks that are in the EMEA region reporting into Tom. Lee will take on all of the America East, and Lyle will take on all of America's West. We're still looking for an APAC manager to align those folks. And the idea is to get, I'll use an overuse term, but some synergies around the service side and the self-hosted side, but also to get more time zone aligned to management. So folks are not working both sides of the candle, aka Lee. And they get some more immediate managerial help. I think the other piece is just being able to get the expertise from both agents and engineers together in thinking how we can keep a common experience for our customer base. So I've still got some work to do, but we've got a July 23rd targeted rollout. That's actually Tom Atkins' first day. Awesome. Thanks, Tom. I'm going to expect some questions on that later in the QA, but for now we'll dive on into some metrics here. Just wanted to show some data that we've been paying attention to that drives our hiring and some interesting things here. This data goes through May. We're looking to get this updated and get this driven into things like Looker and more advanced, but it's driven by a Google Sheet right now. And you can see the ticket volume. So this is incoming ticket volume. I'm going to make sure I relabel these. But regionally, if you look on the left-hand side, we can see America is driving a ton. Amia is in second, Apex in third. And then if you say, well, what is the volume actually comprised of? And if you split it by self-hosted or what we call services, gitlab.com and githost, you can see this huge rise on the services side, very quickly catching up to self-hosted volume. The tickets are a little bit different in how hard they are to work and the nature of the tickets, but we are trying to see if that trend holds and passes in the next few months. That's definitely something that we're paying attention to because that's going to drive our hiring decisions for sure. But to see that was enlightening because we're seeing a ton of growth on the services side. I have some more graphs here as well. This is our self-hosted SLA across all self-hosted customers. You can see in the past, since about mid-June, we've been on a huge uptick pushing way up, really excited to see the team growth and the expertise, the knowledge there that's been helping and making sure everybody is focused on learning the new things. Geo, Kubernetes, HA, absolutely top three concerns right now. And that success has been driving us, driving well there. We can see the gitlab.com and githost SLA. The biggest thing to look at when you see this graph is just the consistency. If you look on the right-hand side, there was a lot of spikes and dips. And now we've been a lot more consistent driving up there. The average here is in the 90s right now and we're pushing that up. So that's really exciting as well. Huge shout out to Lyle for the work there. He's been doing a great job helping that team get started and get rolling. So that's phenomenal. And we are going to start thinking about CSAT. Tom will talk a little bit more about that later. But right now, looking at our CSAT, it's about 94% across everything in Zendesk right now. It's 94%, which is pretty good. When you look at the bad rating, I wanted to try and get it in this slide. Every bad rating, they didn't leave a comment, right? That's the hard part. Now we have to go dive and figure out what made the six people that gave us a bad rating think it was bad. Because it was bad enough to say it was bad, but not bad enough to tell us why. So that's one of those pieces that we have to figure out now. And we'll be learning and diving into some more. So I want to talk a little bit about what's going on on the support engineering side. And Lyle will talk a little bit more about what's going on on the services side. Really excited about a process that we have called support fix. I'll link that text in this deck to the handbook where it explains what that is. But basically, small bugs that support engineers find, we should be encouraged and enabled to fix them. We've had three instances of that in the last two months. Really excited about that. This is the extreme way to reduce tickets, right? We are taking ownership over saying, hey, we can start to fix those problems. GitLab lets everyone contribute. Extreme transparency. It is a phenomenal, phenomenal thing. So really excited about that. We're also working on getting our premium customer priority set up. That's in the MR stage. We have a couple of things that we have to understand about some contracts. We've been working with Jamie. Jamie, on the legal side, has been a huge help there. This should get pushed over the line in the next five days or so. And that's going to shift what it means, what type of tickets get different SLAs for premium customers. So you could check out that MR to see what we're thinking about. This models closer to what the industry expects. This models closer to what some of our larger customers expect. I'll share a very quick story. I was dealing with a couple of our larger clients as they were coming in and seeing their contracts and seeing that actually they didn't want everything with a four-hour response time. They wanted a tiered response model where they knew that the important things would get important attention and the things that were less important will get less attention. And that spurred a spark to say, actually, I think we should do this across the board. And it mirrors what we see in the industry. So that was really exciting. Lyle, go ahead, tell us about what's going on on the services side. Yeah, on the services side, the biggest thing that's going on is that in the next couple of weeks, we're going to be migrating free users out of Zendesk. So right now on all of our like how to get support pages, we're directing them toward the GitLab support issue tracker. But somehow lots of people find their way into Zendesk. So we're going to be setting up a trigger to encourage them out at the same time that if a customer writes in and they get that, then they'll be able to reply back. So they'll get instant feedback if we're not detecting them as a customer, which will actually be a better customer experience than right now, where every so often we actually miss out on an opportunity to serve a customer and because they're not marked with right SLA. So overall, like what's motivating it is just a better customer experience, better user experience and more transparency. So we can leverage that support form tracker to like for other users to find each other, to help each other and to like group together like issues. Outside of that, we're working on just a lot of process things. So as you all know, this team is still fairly young. And so things like statement of support, where we can just describe exactly what sort of things we support and also describe what we expect of our customers. So if they don't know how to get push, like we can't help them learn Git. That's just beyond what we're able to do for them. We also are working on workflow to decouple internal service requests from Zendesk so that they don't language there. And then lots and lots of just workflows and policies. So that's what's happening on services side. Awesome. Thanks, Lyle. Let's go ahead and let me make sure I didn't skip a slide. Yeah, perfect. Tom, tell us about some OKRs. Excellent. Thanks. Yeah, thanks guys for those updates. So we're doing in the team performance, there's three care categories, I think that we're really focused on from an OKR this quarter. What we're how we're measuring our team are hiring is still going to be aggressive and process improvements. In addition to what Lyle and Leah talked about, you know, we're thinking that early steps on what we need to do for knowledge management. I mentioned that with Tom Atkins. So there's a lot of process aspects of things from a when we go back up to the performance metrics, we want to measure the team on a number of, I think, levers, if you will, the first being our SLA. But we're also very keen on measuring how satisfied the customers are. Right. So we introduced earlier the CSAT score and wanting to pay more attention to that so that we can make sure we're not underserving our customers, but also make sure we're not over servicing. So we'll have some OKRs around CSAT and then looking at how we serve the customers and how frequently we go back and forth with customers and try to improve that particular customer experience. So we'll look at some things around process and however we need to do that, but we want to improve the customer experience in that area. So those are the three key KPIs for this quarter. And that's how we're going to try and focus it. So we're going to be looking for SLAs at 95% for our premium and gold and CSAT at 95% as well. So we'll take approach at that for the quarter and see how that works out and how we can, again, improve the customer experience through that. I think that's the last slide. Awesome. Yeah, I think we go into questions. Awesome. Chat, any questions or feel free to use your voice? Happy to hear it. You can direct them to Tom, myself or Lyle or the group and we can see what we can answer for you. Kyla had a great question in chat, just understanding how customer satisfaction surveys go out. Right now that's powered by Zendesk. And I think it's a few days. I'm going to say a few because I don't know exactly the number and we can tweak it. But it's a few days after the ticket gets resolved, they'll get a notification that says how is our support. And Tom, Lyle and I have had some conversations around how frequently we should be doing that or how we should adjust that. And that's something that we'll play around with. Kyla also asked what our highest rating was ever. I think we hit 98 at one point, but also it's one of those numbers where on the first of the month with one review in you're at 100%. And as more numbers come in, those can get shifted a bit. So I think 96 sounds about right for what I would say the average was in the past. So any other questions? Anything else? Kyla got another one in there. Yeah, so Kyla asked, do we know how many filled out versus opted out? So we had a 25% response rate. So out of 460, 25% of people responded. And to add to that, I think that the 460 survey sent out and that's a percentage, a small percentage of the actual tickets that we solved out. So they don't go out for every sort of every transaction, I don't believe. So we'd have to get kind of look at what percentage we're actually sending out. So awesome. Thanks for the clarification, Tom. All right. If there are no other questions, classes dismissed. Hope y'all learned something and had some fun. Thanks for dealing with our crazy technical three way presentation. I think it worked out pretty well. And we're going to maybe do that again. Who knows? We'll keep you on your toes. Maybe next time we'll all dress up as Star Wars characters or the Fantastic Four or something. We'll figure it out. Three amigos. Yes, three amigos. Awesome. Thank you all. Have a great one. Thanks. See you around. Bye.