The GitLab support team is here to help. As a part of our Priority Support we offer Live Upgrade Assistance. That is, we'll host a live screen share session to help you through the process and ensure there aren't any surprises.
In addition to the live assistance, it is important for GitLab Support to ensure the customer's plan for the upgrade is accurate and fully supported by GitLab in advance of the production upgrade.
Live Upgrade Request Missing Infomacro in Zendesk to help the user understand that we cannot proceed with scheduling until we have the necessary information to review.
+ New Event Typeand select
Live Upgrade Assistance - 30 Minute Kick off session. This event type has a 7 day lead time built in.
@their manager for visibility. The managers would then be responsible to find another engineer who has availability for the requested date/time.
on-holdstate while waiting to begin the upgrade assistance live session. The ticket owner should also notify the on-call engineer who is scheduled during the upgrade window in Slack and add them as a CC or follower to the ticket.
Should issues occur, the Support Engineer should encourage the user to initiate the reviewed rollback plan. If the Support Engineer feels confident they can resolve the issues they have encountered, they may do so. However, the planned maintenance window of the user should be taken into consideration. Ensure there is enough time to rollback should it be required.
It is possible for this to occur, especially in situations where the upgrade is poorly planned or likely to cause production downtime. We should encourage the user to reschedule the window so we can allow for more time to test out changes and ensure a smooth upgrade.
In cases where we decline to perform live upgrade assistance, we still allow for the use of emergency support. In cases where emergency support is utilized, often the best answer will be to rollback to the last working GitLab version.