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.
The current manager on-call will act as a DRI for the issue at this moment.
That manager should also ping the Support Manager who will be on-call during
the upgrade window so they can be involved in this process.
The DRIs will locate a Support Engineer to review the current given info
(upgrade documentation, architecture diagram, etc.). This should occur within
24 hours of the request's creation.
Should the TAM notice this has not been done, the TAM should escalate the
issue via the #support-managers slack channel.
The Support Engineer will review the given information. If a ticket does not
yet exist for this upgrade request, the Support Engineer will create the
ticket (using the point of contact email information) to reach out to the
user. If a ticket does exist, the Support Engineer will reply to the ticket
with their review findings.
The Support Engineer will add the ticket link to the upgrade assistance
issue via a comment.
The Support Engineer will add the issue link to the ticket.
Once the Support Engineer has confirmed a viable path for the upgrade, they
will comment on the issue notiftying the manager(s) acting as DRI(s) that the
request can now be scheduled.
The DRI(s) will locate a Support Engineer to perform the live upgrade call.
This Support Engineer will schedule the call via Zoom and reply to the user
with the details of how to connect. This should occur no later than 24 hours
before the upgrade window.
Post call, the Support Engineer will comment on the issue with a post-mortem
of sorts. This should detail any issues that occurred or comments that might
be relevant for the TAM or Support.
The Support Engineer will close out the upgrade request issue.
What to do if issues occur during the course of upgrade assistance
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 encoutered, 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.
Can a request for live upgrade assistance be declined?
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