Customers on self-managed GitLab deployments may need to upgrade to new infrastructure for a number of reasons, including moving to a cloud provider, utilizing technologies such as Kubernetes, or because GitLab growth requires more computational resources. GitLab provides recommended Reference Architectures for different scales.
CSMs are the primary point of contact for customers and are responsible for coordinating with the customer and internal teams so that an infrastructure upgrade plan can be established. CSMs may provide documentation and high-level guidance but the technical implementation should ideally be provided by Professional Services via Dedicated Implementation Services.
This is a high-level process for CSMs coordinating an infrastructure upgrade:
When a customer is planning an infrastructure upgrade, they may want to review their proposed architecture with their CSM. Likewise, the CSM should be asking the customer for an architecture diagram and ensuring that they are following one of our reference architectures.
If a customer's proposed architecture deviates from the reference architecture for their intended scale, there is a defined process to ensure the best result for the customer. This involves a review between the CSM and the customer, and a final validation from Support.