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
Basic	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
Basic	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

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 12x5.

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	12x5	Please submit requests through the support web form.
Medium Impact	8 hrs	12x5	Please submit requests through the support web form.
Low Impact	24 hrs	12x5	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.
Live upgrade assistance: Request to schedule an upgrade time with JiHu GitLab to move from JiHu GitLab version to updated version. We'll host a live screen share session to help you through the process and ensure there aren't any surprises.

Definitions of Support Impact

Low - Questions or Clarifications around features or documentation or deployments (24 hours) Minimal or no Business Impact. Information, an enhancement, or documentation clarification is requested, but there is no impact on the operation of JiHu GitLab. Implementation or production use of JiHu GitLab is continuing and work is not impeded. Example: A question about enabling ElasticSearch.
Medium - Something is preventing normal JiHu GitLab operation (8 hours) Some Business Impact. Important JiHu GitLab features are unavailable or somewhat slowed, but a workaround is available. JiHu GitLab use has a minor loss of operational functionality, regardless of the environment or usage. Example: A known bug impacts the use of JiHu GitLab, but a workaround is successfully being used as a temporary solution.
High - JiHu GitLab is Highly Degraded (4 hours) Significant Business Impact. Important JiHu GitLab features are unavailable or extremely slowed, with no acceptable workaround. Implementation or production use of JiHu GitLab is continuing; however, there is a serious impact on productivity. Example: CI Builds are erroring and not completing successfully, and the software release process is significantly affected.
Emergency - Your instance of JiHu GitLab is unavailable or completely unusable (30 Minutes) A JiHu GitLab server or cluster in production is not available, or is otherwise unusable. An emergency ticket can be filed and our On-Call Support Engineer will respond within 30 minutes. Example: JiHu GitLab showing 502 errors for all users.

Service Level Agreement (SLA) details

JiHu GitLab offers 12x5 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.
JiHu 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 JiHu GitLab Global Support Hours

12x5 - JiHu GitLab Support Engineers are actively responding to tickets 9am - 9pm workday Beijing Time.
24x7 - For Emergency Support there is an engineer on-call 24 hours a day, 7 days a week.

Learn more about statement of support.

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.