Customers on self-hosted 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.
TAMs 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. TAMs 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 TAMs coordinating an infrastructure upgrade: