Support Engineers and Managers coordinate operational emergencies from GitLab customers. However, not all tickets raised as emergencies fit our definitions of support impact for a severity 1 case. This workflow describes what to do if you encounter a case that is of high business impact, but doesn't strictly match the definition of emergency.
An exception to the strict definition of emergency may be granted if any of the following is true:
push, or login are not working for a significant portion of users
Following is a sample list of problems a customer might submit to GitLab Support as an emergency. For each problem we describe variations that either would or would not qualify the problem as an emergency, and we provide a brief summary of our reasoning.