As a part of our Priority Support, GitLab Support offer Upgrade Assistance. That is, we'll review upgrade and rollback plans, providing feedback and suggestions to the customer to help ensure a smooth upgrade. Optionally, we can host a 30-minute screen share with the customer 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 Infomacro in Zendesk to help the user understand that we cannot proceed with scheduling until we have the necessary information to review.
Upgrade Assistancefocus on the Skills by Subject page to pair or offer insight asynchronously.
on-holdstate until the customer has confirmed that the upgrade has been successfully completed.
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 encountered, 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.
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 emergency support is utilized, often the best answer will be to rollback to the last working GitLab version.