GitLab support team can help you. This document defines what we support in terms of products, services and applications.
In the self-managed deployment version of Jihu GitLab, we provide technical support for users of the premium version and the ultimate version.
The content of technical support includes:
Content that does not provide technical support includes:
In addition, users of the premium and ultimate version of the self-managed deployment edition will also be provided with:
Unless otherwise specified in your support contract, we support the current major version and previous two major versions only. For example, as 14.x is the current major version, GitLab installations running versions in the 14.x, 13.x and 12.x series are eligible for support.
If you're using an unsupported version, contact support about the issue you're having. We'll link to this section of the support statement and invite you to upgrade. If you encounter any issues while upgrading to a supported version, please submit a ticket for support.
To help with first-time installation and configuration of new features, we strongly recommend using the comprehensive documentation:
Or you can contact our professional services team through the following pages. Our professional services team provides training and assistance with the design and implementation of new features and installations.
If you face challenges after trying to install a new deployment or implement a new feature, you can use our Support Portal to create a new support ticket.
For users who use Jihu GitLab free version, the general support is "community first". We will start by directing users to find support in community resources such as:
The following details what is not supported for self-managed instances with licenses.
| Out of Scope | Example | What's in-scope then? |
|---|---|---|
| 3rd party applications and integrations | I can't get Jenkins to run builds kicked off by GitLab. Please help me figure out what is going on with my Jenkins server. | GitLab Support can help ensure that GitLab is providing properly formatted data to 3rd party applications and integrations. |
| Debugging EFS problems | GitLab is slow in my HA setup. I'm using EFS. | EFS and GlusterFS are not recommended for HA setups (see our HA on AWS doc). GitLab Support can help verify that your HA setup is working as intended, but will not be able to investigate EFS or GlusterFS backend storage issues. |
| Troubleshooting non-GitLab Omnibus components | I'm trying to get GitLab to work with Apache, can you provide some pointers? | GitLab Support will only assist with the specific components and versions that ship with the GitLab Omnibus package, and only when used as a part of a GitLab installation. |
| Local modifications to GitLab | We added a button to ring a bell in our office any time an MR was accepted, but now users can't log in. | GitLab Support would direct you to create a feature request or submit a merge request for code review to incorporate your changes into the GitLab core. |
| Old versions of GitLab | I'm running GitLab 7.0 and X is broken. | GitLab Support will invite you to upgrade your installation to a more current release. Only the current and two previous major versions are supported. |
| Instance migration configuration and troubleshooting | We migrated GitLab to a new instance and cannot SSH into the server. | GitLab Support will assist with issues that arise from the GitLab components. GitLab Support will not be able to assist with any issues stemming from the server or it's configuration (see GitLab Instance Migration on the Support page). |
| Debugging custom scripts and automations | We use custom scripts to automate changes to our GitLab deployment, and it is causing problems or downtime. | GitLab Support will assist in troubleshooting and resolving issues that occur in the course of interacting with an existing GitLab installation. GitLab Support will not be able to assist with debugging or fixing customer-written code used to deploy, upgrade or modify an in-place installation. |
| Installation of GitLab using unofficial, community-contributed methods | We ran into an error installing GitLab using the FreeBSD package. Please help! | GitLab Support can only provide support for installation problems encountered when using an official installation method. |
| Live Upgrade Assistance for GitLab installed using unofficial, community-contributed methods | We installed GitLab using the Arch Linux community package and would like to request live upgrade assistance | GitLab Support can only provide Live Upgrade Assistance when GitLab is installed using an official installation method. |
For users who use Jihu GitLab SaaS free version, the general support is "community first". Like many other free SaaS offerings, users are first directed to find support in community resources such as：
The following details what is outside the scope of support for JihuLab.com SaaS customers with subscriptions.
| Out of Scope | Example | What's in-scope then? |
|---|---|---|
| 3rd party applications and integrations | I can't get Jenkins to run builds kicked off by GitLab. Please help me figure out what is going on with my Jenkins server | GitLab Support can help ensure that Gitlab is providing properly formatted data to 3rd party applications and integrations in the bare-minimum configuration. |
| Troubleshooting non-GitLab components | How do I merge a branch? | .com Support will happily answer any questions and help troubleshoot any of the components of GitLab |
| Consulting on language or environment-specific configuration | I want to set up a YAML linter CI task for my project. How do I do that? | The Support Team will help you find the GitLab documentation for the related feature and can point out common pitfalls when using it. |
The following are outside of the scope of support for both users of Self-managed GitLab and GitLab.com with or without a license or subscription.
git specific commands and issues (unrelated to GitLab).gitlab-ci.yml
