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GitLab
vs
GitHub
Decision Kit
Decision Kit
GitLab vs GitHub Support Comparison

On this page

GitHub Support Options

GitLab Support Summary Config Chart

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 Email
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 Email
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

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