Mattermost has created a mattermost-support
account in GitLab for support issues, and has subscribed to the mattermost
label in the following projects:
When a GitLab EE customer hits a Mattermost issue and you cannot reasonably resolve the issue using existing documentation:
mattermost
label. When the label is applied, an email notification is sent
to the technical support team who answers the question within two business days using the mattermost-support
account.mattermost-support
account. This assignment sends an email notification,
which is automatically escalated to the critical level technical support who answers the question within 4 hours using the mattermost-support
account.This information is taken from Service-Level Agreement (SLA) page of Mattermost docs.
NOTE: Note:
The Mattermost team sometimes uses their personal accounts to respond to issues.
jasonblais
is one such account.