Support

GitLab Support

GitLab offers a variety of support options for all customers and users, on both paid and free tiers. You should be able to find help using the resources linked below, regardless of how you use GitLab. There are many ways to contact Support, but the first step for most people should be to search our documentation.

If you can't find an answer to your question, or you are affected by an outage, then customers who are in a paid tier should start by looking at:

If you're using one of GitLab's free options, please jump to the support options for free tier users.

Finally, the Support Team asks that you check what is outside the scope of support before you contact support.

Please understand that any support that might be offered beyond the scope defined here is done at the discretion of the agent or engineer and is provided as a courtesy.

Contact Support

Self-managed (hosted on your own site/server)
GitLab Community Forum
I'm using a self-managed GitLab Core or Community Edition server without a paid license, and I need help.
GitLab Customer Support
I have a paid license (Starter, Premium, Ultimate), and I need help.
GitLab.com
GitLab Community Forum
I need help using GitLab.com.
GitLab.com Account Support
I need help accessing my free GitLab.com account.
GitLab Customer Support
I have a paid subscription to GitLab.com (Bronze, Silver, or Gold), and I need help.
A bug is severely impacting my ability to use GitLab.com.

Additional resources for getting help, reporting issues, requesting features, and so forth are listed on our get help page.

GitLab Support Offerings

GitLab Paid Tier Support Options

GitLab offers 24x5 support (24x7 for Premium Support Emergency tickets) bound by the SLA times listed below. The SLA times listed are the time frames in which you can expect the first response and each successive response. GitLab Support will make a best effort to resolve any issues to your satisfaction as quickly as possible. However, the SLA times are not to be considered as an expected time-to-resolution.

Scopes of Support for Paid Tiers

Premium Support

Premium Support is available for self-hosted GitLab Premium and Ultimate licenses, as well as GitLab.com Gold and Silver plans.

If your organization purchased a plan with Premium Support, this includes:

Support Impact SLA Hours How to Submit
Emergency 30 minutes 24x7 When you receive your license file, you will also receive a set of email addresses to use to reach Support for both regular and emergency requests (separate addresses)
Highly Degraded 4 hrs 24x5 Please submit requests through the support web form or via the regular support email.
Medium Impact 8 hrs 24x5 Please submit requests through the support web form or via the regular support email.
Low Impact 24 hrs 24x5 Please submit requests through the support web form or via the regular support email.

Definitions of Support Impact

Upgrading to Premium Support

If your organization would like to upgrade to a plan with Premium Support, you can purchase it yourself online, email your account manager, or email renewals@gitlab.com.

Standard Support (Available for GitLab Starter, and Bronze plans)

Subscribers with Standard Support receive next business day support via e-mail.

Please submit your support request through the support web form. When you receive your license file, you will also receive an email address to use if you need to reach Support and the web form can't be accessed for any reason.

Support for GitHost

Subscribers to GitHost receive next business day support via e-mail.

Please submit your support request through the support web form.

Free Tier Support Options

Self-managed (Core and Community Edition)

If you are seeking help with your GitLab Core or Community Edition installation, note that the GitLab Support Team is unable to directly assist with issues with specific installations of these versions. Please use the following resources instead:

Our community advocates also spend time on the Community Forum and Stack Overflow to help where they can, and escalate issues as needed.

GitLab.com Users (Free Plan)

Technical and general support for those using our free options is “Community First”. Like many other free SaaS products, users are first directed to find support in community sources such as our own Community Forum, Stackoverflow, Google, etc. You can also follow GitLabStatus on Twitter for status updates for the GitLab.com site, or check https://status.gitlab.com/ to see if there is a known service outage.

The GitLab team does offer support for:

For help with these issues please open a support request. For free GitLab.com users seeking support, a support agent or engineer may determine that the request is more appropriate for community forums or the issue tracker than for the official GitLab Support Team.

Note that issues affecting paid users receive a higher priority. There are no SLAs or guaranteed response times associated with free accounts.

GitLab.com Specific Support Policies

Account Recovery

If you have lost access to your account, perhaps due to having lost access to your 2FA device or the original email address that the account was set up with, the account may be recovered provided the claimant can provide sufficient evidence of account ownership. Use the support web form to request assitance.

Please note that in some cases reclaiming an account may be impossible. Read "How to keep your GitLab account safe" for advice on preventing this.

Dormant Username Requests

The GitLab.com Support Team will consider an account to be "dormant" when the user has not logged in or otherwise used the account for an extended time. Namespaces associated with dormant accounts can be reassigned if both of the following are true:

  1. The user's last sign in was at least two years ago.
  2. The user is not the sole owner of any active projects.

If the account contains data, GitLab Support will attempt to contact the user over a two week period before reassigning the username. If the account contains no data, the dormant username will be released immediately.

Usernames and namespaces associated with unconfirmed accounts over 90 days old will also be released immediately.

Outside of the Scope of Support for all Tiers

Git

  1. git specific commands and issues (not related to GitLab)

CI/CD

  1. Helping debug specific commands or scripts in a .gitlab-ci.yml
  2. Issues other than configuration or setup of private runner hosts

General Support Practices

Issue Creation

When bugs, regressions, or any application behaviors/actions not working as intended are reported or discovered during support interactions, the GitLab Support Team will create issues in GitLab project repos on behalf of our customers.

For feature requests, both involving addition of new features as well as change of features currently working as intended, GitLab support will request that the customer create the issue on their own in the appropriate project repos.

Closing Tickets

If a customer explains that they are satisfied their concern is being addressed properly in an issue created on their behalf, then the conversation should continue within the issue itself, and GitLab support will close the support ticket. Should a customer wish to reopen a support ticket, they can simply reply to it and it will automatically be reopened.

Further resources

Additional resources for getting help, reporting issues, requesting features, and so forth are listed on our get help page.