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:
mattermostlabel. 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-supportaccount. 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
This information is taken from Service-Level Agreement (SLA) page of Mattermost docs.