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Support

JiHu 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 JiHu GitLab. There are many ways to contact Support, but the first step for most people should be to search our documentation.

Contact Support

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

Plan Support Level How to get in touch
Free Community Support Open a thread in the JiHu GitLab Community Forum
Premium and Ultimate Priority Support
Tiered reply times based on definitions of support impact
Open a Support Ticket on the JiHu GitLab Support Portal
For emergency requests, see the note in the How to Trigger Emergency Support

JiHu GitLab SaaS (gitLab.cn)

Plan Support Level How to get in touch
Free Community Support Open a thread in the JiHu GitLab Community Forum
Premium and Ultimate Priority Support
Tiered reply times based on definitions of support impact
Open a Support Ticket on the JiHu GitLab Support Portal

On This Page

First time reaching support?

Go to support.gitlab.cn and submit a new request. An account and password will be created for you. You will need to request a password reset and setup a new password before you can sign in.

You can keep track of all of your tickets and their current status using the JiHu GitLab Support Portal! We recommend using the Support Portal for a superior experience managing your tickets.

JiHu GitLab Support Service Levels

Trials Support

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

Standard Support (Legacy)

Standard Support includes 'Next business day support' which 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-managed and SaaS JiHu GitLab Premium and Ultimate purchases. These plans receive Tiered Support response times:

Support Impact First Response Time SLA Hours How to Submit
Emergency (Your JiHu 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:

Definitions of Support Impact

Service Level Agreement (SLA) details

Definitions of JiHu GitLab Global Support Hours

Name Squatting Policy

Per the JiHu GitLab Terms of Service:

Account name squatting is prohibited by JiHu GitLab. Account names on JiHu GitLab are administered to users on a first-come, first-serve basis. Accordingly, account names cannot be held or remain inactive for future use.

Further resources

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

Try JiHu Gitlab risk-free for 30 days.

Have questions? Contact us

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