Escalating for Production Access

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Overview

There will be tickets where having shell access to production GitLab.com will be helpful in debugging the issue. In such a case, please escalate to a Senior Service Engineer. Currently production access is only granted to Senior Service Engineers.

Here are some examples of such issues:

  1. Some user action is triggering an error on GitLab.com
  2. There's a bug that seems to be on production only and you are not able to reproduce it locally.

In either case, please provide as much information as you can. Logs and Sentry errors should be the gold standard here.