On this page
- GitHub Support Options
- Community & System Status Support
- Standard Support
- GitLab Priority vs. GitHub Enterprise Support
- GitLab Priority vs. GitHub Premium Support
- GitLab Priority vs. GitHub Premium Plus Support
- GitHub + Visual Studio Support
GitHub Support Options
Community & System Status Support
GitLab vs GitHub
| GitLab | GitHub | |
|---|---|---|
| License/Product | Core & Above | Free & Above |
| Community Founded | 2015 | 2008 |
| Users | Millions | 40 Million |
| Code Contributors | 3,000 + | 0 |
| Languages Support | 55 | English |
| Meetup Contributors | 10,000 | 22,700 |
| System Status Monitoring | Yes | Yes |
| System Status Notifications | Yes | Yes |
Points to Understand when Considering GitLab vs GitHub Community Support
| Founding Facts | Code Contributors | Meetup Contributors | |
|---|---|---|---|
| GitLab | 5 years Within 5 years, GitLab has grown a community of millions of users with over 2k translators supporting 55 languages. |
3,000 + GitLab has over 3,000 community users contributing to improving the GitLab code |
10,000 Within 5 years, GitLab’s meetup community has grown to 10,000 participants |
| GitHub | 12 Years GitHub’s community has over 40 million users, however, GitHub has had 12 years to grow their community |
0 GitHub has no community users contributing to improving their Code |
22,700 GitHub has a meetup community twice the size of GitLab, however, GitHub was established over 12 years ago |
Standard Support
GitLab vs GitHub
| GitLab | GitHub | |
|---|---|---|
| License/Product | Starter/Bronze & Above | Team & Above |
| Communication Channel | Email/Callback Possible | |
| Next Business Day | Yes | No |
| Languages - Ticket and Phone Support |
Phone: English / Ticket:7 |
Phone: No / Ticket:English |
| Hours | *24x5 | 24x5 |
| Deployments | Self Managed & .com | .com |
GitLab Support Hours: 3 pm PST-Friday 5pm PST
GitLab support only provides outbound/callbacks; we don’t support in-bound calls
Points to Understand when Considering GitLab vs GitHub Standard Support
| Communication Channel | Response Time | Language Support | |
|---|---|---|---|
| GitLab | Email/ Callback Possible GitLab’s primary communication channel for Standard support is support tickets, however, phone support is a discretionary option |
NBD GitLab Standard support can provide a support ticket response within 24 hours x 5 days a week, Sunday - Friday. |
7 GitLab provides Standard support in the following languages: Chinese, English, German, Japanese, Korean, Portuguese and Spanish |
| GitHub | Email GitHub’s only communication channel for Standard support is support tickets |
Best Effort GitHub Standard support does not provide support ticket responses within 24 hours. Responses are Best Effort and could take weeks |
1 GitHub only provides Standard support in English |
GitLab Priority vs. GitHub Enterprise Support
GitLab vs GitHub
| GitLab | GitHub | |
|---|---|---|
| License/Product | Premium/Ultimate & Silver/Gold | Enterprise Cloud & Server |
| Communication Channel | Email/Callback Possible | |
| Response Time by Ticket Priority | 4 Priorities: *30 min, 4hrs, 8hr, 24hrs |
8 Hours Response Time Only |
| Hours | 24x7 (*Emergency),24x5 (Others) | Mon-Friday (Local Time Zone) |
| Languages-Ticket Phone and Support | Phone: English / Ticket: 7 | Ticket: English and Japanese |
| Emergency Support | Yes (Self Managed Only) | No |
| Live Upgrade Assistance | Yes | No |
| Technical/Support AM | Yes | No |
*Self Managed Only
Points to Understand when Considering GitLab Priortiy vs GitHub Enterprise Support
| TAM/Support AM | 4 Hour SLA | Emergency Support | |
|---|---|---|---|
| GitLab | Yes GitLab Priority support includes a TAM to partner with the customer in planning, guiding and shape the technical deployment. Deal value must be over $20k |
Yes GitLab Priority provides 4 hour SLA support for tickets that are classified as Highly Degraded |
Yes GitLab provides Emergency support for self-managed deployments with a 30 minute 24x7 SLA |
| GitHub | No GitHub Premium support does not include a support manager to assist with critical technical deployment needs |
No GitHub Enterprise Support only provides an 8 hour SLA. A 4 hour SLA would require the purchase of Premium or Premium Plus |
No GitHub Enterprise does not provide Emergency support. This would require the purchase of Premium or Premium Plus |
GitLab Priority vs. GitHub Premium Support
GitLab vs GitHub
| GitLab | GitHub | |
|---|---|---|
| License/Product | Premium/Ultimate & Silver/Gold | Enterprise Cloud & Server |
| Communication Channel | Email/Callback Possible | Email and Phone |
| Response Time by Ticket Priority | 4 Priorities: *30 min, 4hrs, 8hr, 24hrs |
4 Priorities: *30 min, 4hrs, ?, ? |
| Hours | 24x7 (*Emergency),24x5 (Others) | 24x7 |
| Languages-Ticket Phone and Support | Phone: English / Ticket: 7 | Phone: English / Ticket: English |
| Emergency Support | Yes (Self Managed Only) | Yes |
| Live Upgrade Assistance | Yes | Yes |
| Technical/Support AM | Yes | Yes |
*Self Managed Only
Points to Understand when Considering GitLab Priortiy vs GitHub Premium Support
| Response Time by Ticket Priority | TAM/Support AM | Language Support | |
|---|---|---|---|
| GitLab | 4 Priorities - 4 SLA’s GitLab allows customers to submit support tickets with 4 different Impact/Priority categories with each category having an identified SLA |
Yes GitLab Priority support includes a TAM to partner with the customer in planning, guiding and shape the technical deployment. Deal value must be over $20k |
7 GitLab provides Standard support in the following languages: Chinese, English, German, Japanese, Korean, Portuguese and Spanish |
| GitHub | 4 Priorities - 2 SLA’s GitHub allows customers to submit support tickets with 4 different Priority categories; only 2 of them have an identified SLA. The lower Priorities don’t provide SLAs which means the response time could take weeks. |
No GitHub Premium support does not include a support manager to assist with critical technical deployment needs |
1 GitHub only provides Standard support in English |
GitLab Priority vs. GitHub Premium Plus Support
GitLab vs GitHub
| GitLab | GitHub | |
|---|---|---|
| License/Product | Premium/Ultimate & Silver/Gold | GitHub One Cloud & Server |
| Communication Channel | Email/Callback Possible | Email and Phone |
| Response Time by Ticket Priority | 4 Priorities:*30 min, 4hrs, 8hr, 24hrs | **4 Priorities:30 min, 4 hrs, ?, ? |
| Hours | 24x7 (*Emergency),24x5 (Others) | **24 x 7 (Except for certain features) |
| Languages - Ticket Support and Phone | 7 | English |
| Emergency Support | Yes (Self Managed Only) | **Yes (Except for certain features) |
| Live Upgrade Assistance | Yes | Yes |
| Technical/Support AM | Yes | Yes |
| Managed Services | None | 4 Hours/month |
Points to Understand when Considering GitLab Priortiy vs GitHub Premium Plus Support
| Response Time by Ticket Priority | Hours of Operation Adjustment Based on Feature | SLA Adjustments Based on Features | |
|---|---|---|---|
| GitLab | Priorities - 4 SLA’s GitLab allows customers to submit support tickets with 4 different Impact/Priority categories with each category having an identified SLA |
CI-CD, Analytics and Packages GitLab Priority does not adjust hours of operations when providing support for CI-CD, Analytics and Packages related support request |
CI-CD, Analytics and Packages GitLab Priority does not adjust SLAs when providing support for CI-CD, Analytics and Packages related support request but provides the SLA identified by the support ticket category. |
| GitHub | 4 Priorities - 2 SLA’s GitHub allows customers to submit support tickets with 4 different Priority categories; only 2 of them have an identified SLA. The lower Priorities don’t provide SLAs which means the response time could take weeks. |
CI-CD, Analytics and Packages Premium Plus acquired with GitHub One adjust hours of operations from 24x7 to 24x5 when providing support for CI-CD, Insights and Packages related support request |
CI-CD, Analytics and Packages GitHub Premium Plus acquired with GitHub One SLAs exclude CI-CD, Insights and Packages related support request - no SLA is identified in their documentation |
GitHub + Visual Studio Support
GitHub Enterprise user that have Visual Studio subscriptions are provided access to Azure Support resources. Here are the support options:
- Azure Community: Visual Studio Enterprise and Professional (monthly cloud)
- Concierge Support (chat): Visual Studio Enterprise and Professional (monthly cloud)
- Support available 24/7 in English only
- Technical Support: Visual Studio Enterprise (4 incidents) and Professional (2 incidents)
- Support for non-production environment only
- Support for non-production environment only
Points to Understand when Considering GitHub + Visual Studio Support:
| Single Touch Point | Technical Support for Production Environment | Cross Product Knowledge | |
|---|---|---|---|
| GitLab | Yes support.gitlab.com GitLab provides customers with a single touch point to request support help |
Yes GitLab provides support ticket classifications that allows users to indicate when their production environment is impacted |
One Product One Team GitLab provides an end-to-end DevOps application supported by one cohesive support team |
| GitHub | No GitHub or Azure Users of GitHub and Visual Studio may face confusion on which support path to take when facing technical challenges |
No Users of GitHub and Visual Studio that choose the Visual Studio support path will not be provided with technical support within their production environment |
Two Products Two Teams Users of GitHub and Visual Studio may connect with a support resource that has limited knowledge on the adjacent product |
