Alliance and Technology Partners may contact us by submitting a ticket from the support portal. Each representative of an Alliance Partner must arrange for their account on the support portal to be created for them prior to submitting a ticket for the first time. To make that arrangement, they should contact their Customer Success Manager, Account Executive or other member of their GitLab Sales team.
Once the account has been created, an Alliance Partner should submit tickets using only this specialized form. Tickets submitted using any other form will not route correctly, which will likely result in delays.
Note to Support: Pay close attention to the organization notes an Alliance Partner has on their account. These often provide critical information about how to provide the very best support possible.
GitLab provides no support for NFR software issued to Alliance Partners.
When Alliance Partners need to send files to GitLab Support, we have 3 methods available to them:
In rare events when an issue requires escalation, GitLab Support provides Alliance Partners with a personalized Slack workflow form that will trigger an escalation on.
The Slack workflow form asks for the following information:
T123456789). Only those values should be entered (omit any number signs or other text)
This form will locate the ticket and trigger a STAR on the ticket/case.
Note This process is also what is used in the case an emergency needs to be filed.