The purpose of this page is to direct GitLab team members outside of Support on what GitLab Support does, how to get in contact with us, and where to direct common requests that require our involvement. Are you a customer looking for technical support? If so, please visit the Support Page instead.
GitLab Support provides technical support GitLab.com and Self-Managed GitLab customers. We do not provide support for GitLab team members who are experiencing IT (1Password, Slack, Mac, etc.) issues. If you require assistance with issues of that nature, please contact IT Help.
For general questions regarding GitLab ("Can GitLab do x?", "How do I do y with GitLab?") please ask in #questions, or if you think you've encountered a bug or something isn't behaving right while using GitLab try asking in #is-this-known. Doing so ensures that everyone can contribute to an answer. If you're not getting one and believe that Support is the best team to ask, try cross-posting your question in the relevant GitLab Support channel.
However, keep in mind that those channels are specifically for questions about the various GitLab Support teams, not for questions about GitLab, the product. If you're working with a customer that requires technical support, please advise them to contact GitLab Support.
If you'd like to ask a longer term or larger scope question, propose an idea to GitLab Support, discuss something with us, or suggest an improvement or change to any of our workflows, please visit the issue tracker of the Support Team Meta project and create an issue there. Please keep in mind that it is open to the community and as such should not contain any sensitive information, so links to Zendesk or other references are encouraged.
The following channels are where GitLab Support can be found on Slack and are the best places to reach us, depending on what you need.
In order to attract GitLab Support's attention on Slack, you can use the team handles, mentioning multiple team members in a message or a thread where our urgent attention is needed. Support team handles are:
@support-selfmanaged- Self-managed support team members.
@support-dotcom- GitLab.com support team members.
@supportmanagers- Support director and managers.
If your customer contacts you requiring technical support, please immediately direct them to open a ticket through the Support Portal. It is Support's primary function to provide technical support for our customers and as paid users they are entitled access to us. If, for some reason they cannot access the Support Portal, please direct them to email
Please do not open a support ticket on behalf of a customer. Doing so will cause the ticket to not be tied to the customer's organization and the appropriate SLA that they are entitled to will not be applied to it.
According to our privacy policies, Support will not provide any information regarding customers, groups, projects, etc, to you that are not available publicly. This includes situations where a customer is requesting information about their own projects, groups, etc. If they are unable to authenticate, we cannot assume they are who they say they are. If they are locked out, please have them submit a support ticket.
All GitLab staff can request a 'Light Agent' account so that you can see customer tickets in Zendesk and leave notes for the Support team. These accounts are free.
To request a Light Agent Zendesk account, please send an email to
firstname.lastname@example.org - you'll receive an automated reply with the result of your request. You must send your request from your GitLab Google / Gmail account. No other addresses will work. The Subject and Body fields of the email can be empty. Once set up, you'll need to wait 24 hours for your account to be assigned Zendesk in Okta. Once Zendesk is assigned, you should be able to log in.
You cannot send public replies to customers with a Light Agent account - if you need to do this, please submit a new Access Request issue for a paid full agent account. If needed, you can read more information on Light Agent accounts from Zendesk.
IMPORTANT TRIAL NOTE: It's not yet officially recommended for support to start a trial on a namespace. If one is needed, have the user initiate a normal Gold trial first. If a Silver or Bronze trial plan are needed open an issue using the
Plan Change Requesttemplate to have the plan downgraded to Bronze or Silver.
|Request||What To Do|
|Extend GitLab.com Trial||Open an issue using the
|Extend Self-Managed Trial||Open an issue using the
|Grant Bronze or Silver Trial||Open an issue using the
|Change Plan of a GitLab.com Namespace||Open an issue using the
|Claim Dormant GitLab.com Namespace||Open an issue using the
|Request Pipeline Minutes Reset||Open an issue using the
|Request||What To Do|
|Schedule Upgrade Assistance Call||Open an issue using the
|Who is on-call for Self-Managed Support?||Run
|Who is on-call for GitLab.com CMOC?||Run
|Contact a GitLab.com User||Open an issue using the
|Excessive reCaptcha on GitLab.com||While it's happening, post in #support_gitlab-com and link to the issue/MR in question to be added to the allowlist.|
|Request||What To Do|
|Send/Resend EULA||Open an issue using the
|Assistance With License Issue||Open an issue using the
|Request||What To Do|
|Log Preservation Request||Open an issue using the
|Submit DMCA Request||Open an issue using the
GitLab Support targets a 95% SLA acheievement KPI. This means that some tickets breaching is expected. Our SLA is for a First Reply but we also internally track next reply. Asking for eyes on or the escalation of a ticket in #support_gitlab-com or #support_self-managed creates unnecessary stress on Support Engineers who may be in the midst of working on higher priority tickets. Depending on whether you want to draw attention to either a Zendesk ticket or an issue created in
internal-requests, follow the steps below.
@supportmanagers. When you do this, we ask that you go above and beyond to help. If something breached, it means we are probably stuck. Take a look at the ticket and try and call in a relevant department manager to help. Messages where you ask other groups for help are more likely to get resolved sooner.
Dotcom Internal Issues
internal-requestshave no SLA.
The customer has more than likely run into an issue during the purchase process or is unaware of how to apply their subscription to their group. The following documentation outlines how to subscribe to GitLab.com, link your GitLab.com account to the Customers Portal, and apply that subscription to their group.
In some cases, certain organizations want all members of their organization to be able to see all of the support tickets that have been logged. In other cases, a particular user from the account would like to be able to see and respond to all tickets from their organization. If you'd like to enable this, please:
Shared Organization Requesttemplate. The issue will be used to review the request and track the history of changes.
A member of the group with
Owner permissions may visit the Settings -> Billing section of the group to see how many seats are in their subscription and how many are currently in use. If they need a detailed report of where specific users have been added within their groups, subgroups, and projects they may make use of the GitLab Group Leader tool. Please note that it is currently not possible for users to download a report of their group user count and usage but an open feature proposal suggesting that such functionality be implemented exists.