You may encounter a support ticket from a paid customer who is migrating between offerings (SM and SaaS), and who at the time of the ticket has a paid license to only one of them. For example, they're using a Self-managed instance and want to migrate to GitLab.com, and they only have an active Self-managed license (i.e. they have no paid SaaS subscription).
If the problem statement of the ticket involves the unpaid offering, that raises some issues:
In this type of situation, we do want to support the customer even though their contract does not require us to do so. Think of it this way: they are a paid customer and they're going to continue to be a paid customer, so let's give them a great customer experience rather than let technicalities get in the way.
offeringlevel support until
NOTE: If you assign yourself to a new ticket and find an internal note indicating that it involves a product offering migration, please take the final step described above: remove the support level tag that doesn't align with the ticket's problem statement.
For details on the Support Ops side of the process, please see Setting Up an Organization for an Offering Migration.