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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 and Gold accounts granted through our solutions for educational institutions or open source projects do not come with support. However, support for these accounts can be bought at a significant discount by contacting Sales.

Contact Support

Plan Self-managed (hosted on your own site/server)
Core GitLab Community Forum
Starter Standard Support
Reply within 24 hours 24x5
Premium and Ultimate Priority Support
Tiered reply times based on definitions of support impact
Plan GitLab.com
Free GitLab Community Forum
Bronze Standard Support
Reply within 24 hours 24x5
Silver and Gold Priority Support
Tiered reply times based on definitions of support impact

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

On This Page

GitLab Support Service Levels

Standard Support

Standard Support is included with all GitLab self-managed Starter, and GitLab.com Bronze plans while 'Next business day support' means you can expect a reply to your ticket within 24 hours 24x5.

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-hosted GitLab Premium and Ultimate licenses, as well as GitLab.com Gold and Silver plans. 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 emergency requests
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 Priority Support

Priority Support is automatically included on GitLab.com Silver and Gold plans as well as self-managed Premium and Ultimate plans. If your organization would like to upgrade to a plan with Priority Support, you can purchase it yourself online, email your account manager, or email renewals@gitlab.com.

Service Level Agreement (SLA) details

Support for GitHost

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

Please submit your support request through the support web form.

General Support Practices

Differences Between Support Tickets and GitLab Issues

It's useful to know the difference between a support ticket opened through our support portal vs. an issue on GitLab.com.

For customers with a license or subscription that includes support, always feel free to contact support with your issue in the first instance via the support portal. This is the primary channel the support team uses to interact with customers and it is the only channel that is based on an SLA. Here, the GitLab support team will gather the necessary information and help debug the issue. In many cases, we can find a resolution without requiring input from the development team. However, sometimes debugging will uncover a bug in GitLab itself or that some new feature or enhancement is necessary for your use-case.

This is when we create an issue on GitLab.com - whenever input is needed from developers to investigate an issue further, to fix a bug, or to consider a feature request. In most cases, the support team can create these issues on your behalf and assign the correct labels. Sometimes we ask the customer to create these issues when they might have more knowledge of the issue or the ability to convey the requirements more clearly. Once the issue is created on GitLab.com it is up to the product managers and engineering managers to prioritize and drive the fix or feature to completion. The support team can only advocate on behalf of customers to reconsider a priority. Our involvement from this point on is more minimal.

Once an issue is handed off to the development team through an issue in a GitLab tracker, the support team will close out the support ticket as Solved even if the underlying issue is not resolved. This ensures that the issues is the single channel for communication: customers, developers and support staff can communicate through only one medium.

Issue Creation

Building on the above section, 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 repositories on behalf of our customers.

For feature requests, both involving the addition of new features as well as the change of features currently working as intended, 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.

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 assistance.

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 Namespace Requests

The GitLab.com Support Team will consider a namespace to be "dormant" when the user has not logged in or otherwise used the namespace for an extended time.

User namespaces 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.

Group namespaces can be reassigned if one of the following is true:

  1. There is no data (no project or project(s) are empty).
  2. The owner's last sign in was at least two years ago.

If the namespace contains data, GitLab Support will attempt to contact the owner over a two week period before reassigning the namespaces. If the namespace contains no data (empty or no projects) and the owner is inactive, the dormant namespaces will be released immediately.

Namespaces associated with unconfirmed accounts over 90 days old will also be released immediately.

Further resources

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