As a part of our Priority Support, GitLab Support offers Upgrade Assistance. That is, we'll review upgrade and rollback plans, providing feedback and suggestions to the customer to help ensure a smooth upgrade. Customers may also request a 30-minute call with a support engineer to answer any final questions and run a final review of their overall plan.
In addition to the upgrade 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.
If the customer has not provided a plan, or it lacks the detail we need to support them in their upgrade, feel free to ask for a plan. We have guidance to assist customers in planning their upgrade.
Upgrade Request Missing Info
macro in Zendesk to request for missing information.Upgrade
or Upgrade Assistance
focus on the Skills by Subject page to pair or offer insight asynchronously.
Based on the region, consult one of the following trackers to determine who to ask.
on-hold
state until the customer has confirmed that the upgrade has been successfully completed.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.