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 consulting our statement of support while being mindful of what is outside of the scope of support. Please understand that any support that might be offered beyond the scope defined there is done at the discretion of the agent or engineer and is provided as a courtesy.

If you're using one of GitLab's free options, please refer to the appropriate section for free users of either self-managed GitLab or on GitLab.com.

Note that free GitLab Ultimate Self-managed and SaaS granted through trials or as part of our GitLab for Education, GitLab for Open Source, or GitLab for Startups programs do not come with technical support. If you are facing issues relating to billing, purchasing, subscriptions, or licensing, please refer to Issues with billing, purchasing, subscriptions or licenses.

Contact Support

Issues with billing, purchasing, subscriptions or licenses

Plan Support level (First Response Time) How to get in touch
All plans and purchases First reply within 8 hours, 24x5 Open a Support Ticket on the GitLab Support Portal and select "Licensing and Renewals Problems"

Self-managed (hosted on your own site/server)

Plan Support Level How to get in touch
Free None Open a thread in the GitLab Community Forum

Premium and Ultimate

Priority Support
Tiered reply times based on definitions of support impact

Open a Support Ticket on the GitLab Support Portal
For emergency requests, see the note in the How to Trigger Emergency Support

US Federal

US Federal Support

Open a Support Ticket on the GitLab Support Portal
For emergency requests, see the note in the [US Federal Support description]/support/us-federal-support)

GitLab SaaS (GitLab.com)

Plan Support Level How to get in touch
Free None Open a thread in the GitLab Community Forum

Premium and Ultimate

Priority Support
Tiered reply times based on definitions of support impact

Open a Support Ticket on the GitLab Support Portal

Legacy Plans

These plans are no longer offered for new purchases, but still maintain their historical support levels.

Plan Support Level How to get in touch

Bronze (GitLab.com)

Standard Support
Reply within 24 hours 24x5

Open a Support Ticket on the GitLab Support Portal

Starter (GitLab Self-managed)

Standard Support
Reply within 24 hours 24x5

Open a Support Ticket on the GitLab Support Portal

Partnership Support

If you're a registered GitLab Partner you'll want to take a look at the relevant GitLab Support - Partnerships section for detailed instructions for how to get in touch with Support.

Type Support Level How to get in touch
Open Partners Standard Support or Priority Support depending on customer's license type Open a Support Ticket using the GitLab Support Portal - Open Partner Form
Select Partners Priority Support Open a Support Ticket using the GitLab Support Portal - Select Partner Form
Alliance Partners Priority Support Open a Support Ticket using the GitLab Support Portal - Alliance Partner Form

Proving your Support Entitlement

Depending on how you purchased, upon the creation of your first ticket GitLab Support may not be able to automatically detect your support entitlement. If that's the case, you will be asked to provide evidence that you have an active license or subscription. A variety of types of proof are accepted.

If you want to make sure contacts in your organization aren't required to submit this proof, please see our dedicated page on Managing Support Contacts for how to get set up with a named set of contacts.

GitLab Support Service Levels

Trials Support

Trial licenses do not include support at any level. If part of your evaluation of GitLab includes evaluating support expertise or SLA performance, please consider contacting Sales to discuss options.

Standard Support (Legacy)

Standard Support is included in Legacy GitLab self-managed Starter, and GitLab.com Bronze plans. It includes 'Next business day support' which means you can expect a reply to your ticket within 24 hours 24x5. (See Support Staffing Hours).

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.

Priority Support

Priority Support is included with all self-managed and SaaS GitLab Premium and Ultimate purchases. These plans receive Tiered Support response times:

Support Impact First Response Time SLA Hours How to Submit
Emergency (Your GitLab instance is completely unusable) 30 minutes 24x7 Please trigger an emergency
Highly Degraded (Important features unavailable or extremely slow; No acceptable workaround) 4 hrs 24x5 Please submit requests through the support web form.
Medium Impact 8 hrs 24x5 Please submit requests through the support web form.
Low Impact 24 hrs 24x5 Please submit requests through the support web form.

Self-managed Premium and Ultimate may also receive:

  • Support for Scaled Architecture: A Support Engineer will work with your technical team around any issues encountered after an implementation of a scaled architecture is completed in cooperation with our Customer Success team.
  • Upgrade Assistance: Request a review of your plans to move from one version of GitLab to a newer release version. We'll help you through understanding and becoming confident with the process and ensure there aren't any surprises when you kick off your GitLab version upgrade. Learn how to schedule an upgrade plan review.
How to Trigger Emergency Support

To trigger emergency support you must send a new email to the emergency contact address provided with your GitLab license. When your license file was sent to your licensee email address, GitLab also sent a set of addresses to reach Support for emergency requests. You can also ask your Technical Account Manager or sales rep for these addresses.

  • Note: CCing the address on an existing ticket or forwarding it will not page the on-call engineer.

It is preferable to include any relevant screenshots/logs in the initial email. However if you already have an open ticket that has since evolved into an emergency, please include the relevant ticket number in the initial email.

  • Note: For GitLab.com customers our infrastructure team is on-call 24/7 - please check status.gitlab.com before contacting Support.

Once an emergency has been resolved, GitLab Support will close the emergency ticket. If a follow up is required post emergency, GitLab Support will either continue the conversation via a new regular ticket created on the customer's behalf, or via an existing related ticket.

Service Level Agreement (SLA) details

  • GitLab offers 24x5 support (24x7 for Priority Support Emergency tickets) bound by the SLA times listed above.
  • The SLA times listed are the time frames in which you can expect the first 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.

Definitions of GitLab Global Support Hours

  • 24x5 - GitLab Support Engineers are actively responding to tickets Sunday 3pm Pacific Time through Friday 5pm Pacific Time.
  • 24x7 - For Emergency Support there is an engineer on-call 24 hours a day, 7 days a week.

These hours are the SLA times when selecting 'All Regions' for 'Preferred Region for Support' within the GitLab Global Support Portal.

Effect on Support Hours if a preferred region for support is chosen

When submitting a new ticket, you will select a 'preferred region for support'. This helps us assign Support Engineers from your region and means you'll be more likely to receive replies in your business hours (rather than at night).
If you choose a preferred region, the Support Hours for the purposes of your ticket SLA are as follows:

  • Asia Pacific (APAC): 09:00 to 21:00 AEST (Brisbane), Monday to Friday
  • Europe, Middle East, Africa (EMEA): 08:00 to 18:00 CET Amsterdam, Monday to Friday
  • Americas (AMER): 05:00 to 17:00 PT (US & Canada), Monday to Friday

Customers who select 'All regions' as their preferred region will receive SLAs of 24x5 as described above.

Phone and video call support

GitLab does not offer support via inbound or on-demand calls.

GitLab Support Engineers communicate with you about your tickets primarily through updates in the tickets themselves. At times it may be useful and important to conduct a call, video call, or screensharing session with you to improve the progress of a ticket. The support engineer may suggest a call for that reason. You may also request a call if you feel one is needed. Either way, the decision to conduct a call always rests with the support engineer, who will determine:

  • whether a call is necessary; and
  • whether we have sufficient information for a successful call.

Once the decision has been made to schedule a call, the support engineer will:

  1. Send you a link (through the ticket) to our scheduling platform or, in the case of an emergency, a direct link to start the call.
  2. Update you through the ticket with: (a) an agenda and purpose for the call, (b) a list of any actions that must be taken to prepare for the call, and (c) the maximum time allowed for the call. Please expect that the call will end as soon as the stated purpose has been achieved or the time limit has been reached, whichever occurs first.

During a screensharing session Support Engineers will act as a trusted advisor: providing troubleshooting steps and inviting you to run commands to help gather data or help resolve technical issues. At no time will a GitLab Support Engineer ask to take control of your computer or to be granted direct access to your GitLab installation.

NOTE: Calls scheduled by GitLab Support are on the Zoom platform. If you cannot use Zoom, you can request a Cisco Webex link. If neither of these work for you, GitLab Support can join a call on the following platforms: Microsoft Teams, Google Hangouts, Zoom, Cisco Webex. Other video platforms are not supported.

Please Note: Attempts to reuse a previously-provided scheduling link to arrange an on-demand call will be considered an abuse of support, and will result in such calls being cancelled.

Further resources

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

Or check our some of our other support pages: