Mattermost has created a mattermost-support account in GitLab for support issues, and has subscribed to the mattermost label in the following projects:
omnibus-gitlab
gitlab-ce
gitlab-ee
When a GitLab EE customer hits a Mattermost issue and you cannot reasonably resolve the issue using existing documentation:
Do your best effort to make sure there is enough information to reproduce the issue
Submit the issue in one of the mentioned projects and apply 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.
For Priority support (Premium/Ultimate customers, additionally assign the issue to the 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.
