The Infrastructure Department enables GitLab (the company) to deliver a single DevOps application, and GitLab SaaS users to focus on generating value for their own businesses by ensuring that we operate an enterprise-grade SaaS platform.
The Infrastructure Department does this by focusing on availability, reliability, performance, and scalability efforts. These responsibilities have cost efficiency as an additional driving force, reinforced by the properly prioritized dogfooding efforts.
Many other teams also contribute to the success of the SaaS platform because GitLab.com is not a role. However, it is the responsibility of the Infrastructure Department to drive the ongoing evolution of the SaaS platform, enabled by platform observability data.
If you’re a GitLab team member and are looking to alert the Infrastructure teams about an availability issue with GitLab.com, please find quick instructions to report an incident here: Reporting an Incident.
For all other queries, please see the getting assistance page.
The Infrastructure Department operates a fast, secure, and reliable SaaS platform to which (and with which) everyone can contribute.
Integral part of this vision is to:
The direction is accomplished by using Objectives and Key Results (OKRs).
Other strategic initiatives to achieve this vision are driven by the needs of enterprise customers looking to adopt GitLab.com. The GitLab.com strategy catalogs top customer requests for the SaaS offering and outlines strategic initiatves across both Infrastructure and Stage Groups needed to address these gaps.
Unlike typical companies, part of the mandates of our Security, Infrastructure, and Support Departments is to contribute to the development of the GitLab Product. This follows from these concepts, many of which are also behaviors attached to our core values:
As such, everyone in the department should be familiar with, and be acting upon, the following statements:
(click the boxes for more details)
flowchart LR
I[Infrastructure]
click I "/handbook/engineering/infrastructure/"
I --> TPM[Technical Program Management]
click TPM "/handbook/engineering/infrastructure/technical-program-management/"
I --> EP[Engineering Productivity]
click EP "/handbook/engineering/infrastructure/engineering-productivity/"
I --> C[Core Platform]
click C "/handbook/engineering/infrastructure/core-platform/"
I --> EA[Engineering Analytics]
click EA "/handbook/engineering/quality/engineering-analytics/"
I --> TP[Test Platform]
click TP "/handbook/engineering/infrastructure/test-platform/"
I --> SP[SaaS Platforms]
click SP "/handbook/engineering/infrastructure/platforms/"
C --> SS[Systems Stage]
click SS "/handbook/engineering/infrastructure/core-platform/systems/"
SS --> GC[Gitaly]
click GC "/handbook/engineering/infrastructure-platforms/data-access/gitaly/"
SS --> Git[Git]
click GG "/handbook/engineering/infrastructure-platforms/data-access/git/"
SS --> Geo
click Geo "/handbook/engineering/infrastructure/core-platform/systems/geo/"
SS --> DB[Distribution::Build]
click DB "/handbook/engineering/infrastructure/core-platform/systems/distribution/"
SS --> DD[Distribution::Deploy]
click DD "/handbook/engineering/infrastructure/core-platform/systems/distribution/"
C --> DS[Data Stores Stage]
click DS "/handbook/engineering/infrastructure/core-platform/data_stores/"
DS --> TS[Tenant Scale]
click TS "/handbook/engineering/infrastructure/core-platform/tenant-scale/"
DS --> Database
click Database "/handbook/engineering/infrastructure-platforms/data-access/database-framework/"
DS --> CC[Cloud Connector]
click CC "/handbook/engineering/infrastructure/core-platform/data_stores/cloud-connector/"
SP --> DE[Delivery]
click DE "/handbook/engineering/infrastructure/team/delivery/"
DE --> Deployments
DE --> Releases
SP --> Ops
click Ops "/handbook/engineering/infrastructure/team/ops/"
SP --> Foundations
click Foundations "/handbook/engineering/infrastructure/team/foundations/"
SP --> Scalability
click Scalability "/handbook/engineering/infrastructure/team/scalability/"
Scalability --> Observability
Scalability --> Practices
SP --> D[Dedicated]
click D "/handbook/engineering/infrastructure/team/gitlab-dedicated/"
D --> E[Environment Automation]
click E "/handbook/engineering/infrastructure/team/gitlab-dedicated/"
D --> PSS[Public Sector Services]
click PSS "/handbook/engineering/infrastructure/team/gitlab-dedicated/us-public-sector-services/"
D --> Switchboard
click Switchboard "/handbook/engineering/infrastructure/team/gitlab-dedicated/switchboard/"
TP --> PE[Performance Enablement]
click PE "/handbook/engineering/infrastructure-platforms/developer-experience/performance-enablement/"
TP --> TE[Test Engineering]
click TE "/handbook/engineering/infrastructure/test-platform/test-engineering-team/"
TP --> TTI[Test and Tools Infrastructure]
click TTI "/handbook/engineering/infrastructure/test-platform/test-and-tools-infrastructure-team/"
The Infrastructure Library contains documents that outline our thinking about the problems we are solving and represents the current state for any topic, playing a significant role in how we produce technical solutions to meet the challenges we face.
The Infrastructure department uses GitLab and GitLab features extensively as the main tool for operating many environments, including GitLab.com.
We follow the same dogfooding process as part of the Engineering function, while keeping the department mission statement as the primary prioritization driver. The prioritization process is aligned to the Engineering function level prioritization process which defines where the priority of dogfooding lies with regards to other technical decisions the Infrastructure department makes.
When we consider building tools to help us operate GitLab.com, we follow the 5x rule to determine whether to build the tool as a feature in GitLab or outside of GitLab. To track Infrastructure’s contributions back into the GitLab product, we tag those issues with the appropriate Dogfooding label.
At GitLab, we have a handbook first policy. It is how we communicate process changes, and how we build up a single source of truth for work that is being delivered every day.
The handbook usage page guide lists a number of general tips. Highlighting the ones that can be encountered most frequently in the Infrastructure department:
Classification of the Infrastructure department projects is described on the infrastructure department projects page.
The infrastructure issue tracker is the backlog and a catch-all project for the infrastructure teams and tracks the work our teams are doing–unrelated to an ongoing change or incident.
In addition to tracking the backlog, Infrastructure Department projects are captured in our Infrastructure Department Epic as well as in our Quarterly Objectives & Key Results
We have a model that we use to help us support product features. This model provides details on how we collaborate to ship new features to Production.
The Infrastructure team maintains responsibility for the underlying infrastructure on which customer-facing services run. Specific ownership details are in the GitLab Service Ownership Policy
Infrastructure SREs may be aligned with stage groups as stable counterparts.
Stable Counterparts are used as a framework for managing reliable services at GitLab. The framework provides guidelines for collaboration between Stage Groups and Infrastructure Teams.
The Infrastructure department hires for a number of different technical specialisms and positions across its teams. This Infrastructure Interviewing Guide offers more detail on some of our regular openings, interview process and other useful information related to applying to jobs with us. More information on our current openings can be found on the careers page.
During an incident, playbooks are vital to the engineer on call (EOC) in resolving an alert. Having all of the salient information laid out in one place saves the EOC time in diagnosing and resolving the incident. It empowers the EOC with a set of standard steps for responding to incidents. Additionally, it can greatly reduce the stress of dealing with an alert when working on an unfamiliar service.
In order to scale GitLab infrastructure at the right time and to prevent incidents, we employ a capacity planning process for example for GitLab.com and GitLab Dedicated.
In parts, this process is predictive and gets input from a forecasting tool to predict future needs. This aims to provide an earlier and less obstrusive warning to infrastructure teams before components reach their individual saturation levels. The forecasting tool generates capacity warnings which are converted to issues and these issues are raised in various status meetings.
There are a number of tools we use to plot and manage career development:
Maintaining current role descriptions which establish expectations for hiring and ongoing performance expectations is an important supporting function for effective Career Development planning.
The rest of the tools are for active engagement by the Team Member along with their Manager. The origin activity for this is the Big Picture Career Conversation, followed up with quarterly checkpoints and frequent 1:1s. Finally, 360 Feedback and Talent Assessment provide annual opportunities for additional insight on progress.
Change Management has traditionally referred to the processes, procedures, tools and techniques applied in IT environments to carefully manage changes in an operational environment: change tickets and plans, approvals, change review meetings, scheduling, and other red tape.
In our context, Change Management refers to the guidelines we apply to manage changes in the operational environment with the aim of doing so (in order of highest to lowest priority) safely, effectively and efficiently. In some cases, this will require the use of elements from traditional change management; in most cases, we aim to build automation that removes those traditional aspects of change management to increase our speed in a safe manner.
Offer enterprise-grade operational experience of GitLab products from streamlined deployment and maintenance, disaster recovery, secure search and discoverability, to high availability, scalability, and performance.
Core Platform focuses on improving our capabilities and metrics in the following areas:
The following people are permanent members of teams that belong to the Core Platform Sub-department:
The group of Database Reliability Engineers (DBREs) are on the Reliability Engineering teams that run GitLab.com. We care most about database reliability aspects of the infrastructure and GitLab as a product.
We strive to approach database reliability from a data driven perspective as much as we can. As such, we start by defining Service Level Objectives below and document what service levels we currently aim to maintain for GitLab.com.
The Infrastructure Department, responsible for managing GitLab SaaS environment, has a number of processes that have an implicit emergency process component as a part of a regular workflow. This page serves as a high level overview of the most important components of those processes, with links to pages describing said processes in more depth.
An integral part of any irregular situation occurring on GitLab SaaS is the incident management process. This process is used for platform degradation and outage events, but it is also the process for emergency changes such as addressing critical vulnerabilities.
This policy establishes service ownership within the engineering organization for customer-facing services, outlining responsibilities and ownership structure.
This policy applies specifically to customer-facing services and the underlying infrastructure services that support them.
The Reliability Team maintains responsibility for the underlying infrastructure on which customer-facing services run. This includes:
Incidents are anomalous conditions that result in—or may lead to—service degradation or outages. These events require human intervention to avert disruptions or restore service to operational status. Incidents are always given immediate attention.
The primary goals of writing an Incident Review are to ensure that the incident is documented, that all contributing root cause(s) are well understood, and, especially, that effective preventive actions are put in place to reduce the likelihood and/or impact of recurrence.1
An Incident Review is a crucial opportunity for fostering deeper understanding within a blameless culture. Its purpose extends beyond collecting action items to prevent recurrence; it is a process for learning about both the systems and the engineering culture that contribute to incidents. By discussing and analyzing how these components operate and interact, we gain valuable insights into the technical environments we support and the broader organizational context in which they function.
A: See our summary of our backup strategy
A: Yes. We use GCP Persistent Storage volumes underneath all of our filesystems, and that is implicitly encrypted. So the live filesystems, their snapshot-based backups, database replicas, and logical backups are all fully encrypted at the block device layer. Additionally, GCP encrypts and encapsulates traffic between our nodes within our VPCs, so data in motion is also protected from eavesdropping and tampering.
| KPI | Health | Status |
|---|---|---|
| GitLab.com Availability SLO | Okay |
|
| Corrective Action SLO | Attention |
|
| Master Pipeline Stability | Attention |
|
| Merge request pipeline duration | Attention |
|
| S1 Open Customer Bug Age (OCBA) | Okay |
|
| S2 Open Customer Bug Age (OCBA) | Attention |
|
| Quality Team Member Retention | Confidential |
|
| Infrastructure Team Member Retention | Confidential |
|
Percentage of time during which GitLab.com is fully operational and providing service to users within SLO parameters. Definition is available on the GitLab.com Service Level Availability page. Historical Availability is available on the Service Level Availability page.
The Terraform configuration for the environments can be found in config-mgmt.
We have a WIP initiative to iterate on our company-wide infrastructure standards. You can learn more about this on the infrastructure standards handbook page.
This page will be refactored incrementally as the standards are documented, implemented, and changes to environments take place.
| Name | URL | Purpose | Deploy | Database | Terminal access |
|---|---|---|---|---|---|
| Development | various | Development | on save | Fixture | individual dev |
Development happens on a local machine. Therefore there is no way to provide any SLA. Access is to the individual dev. This could be either EE/CE depending on what the developer is working on.
The responsibilities of the Infrastructure Product Manager are documented in the job-families page.
The Infra PM can help triage and prirotize inbound requests to Infrastructure from internal teams and GitLab.com customers.
Types of requests:
Examples of requests related to operational capabilities of GitLab.com include:
The Infrastructure Library moved to https://gitlab.com/gitlab-com/gl-infra/readiness/-/tree/master/library.
GitLab architects a defense-in-depth methodology that enforces the concept of “least functionality” through restricting network access to systems, applications and services and ensures sufficient security and privacy controls are executed to protect the confidentiality, integrity, availability and safety of the organization’s network infrastructure, as well as to provide situational awareness of activity on GitLab’s networks.
GitLab’s network architecture is available to both internal and external users and hosts our DNS with Cloudflare incluing gitlab.com and gitlab.net.
The GitLab.com production environment is comprised of services that operate–or support the operation of–gitlab.com. For a complete list of production services see the service catalog
This page shows the output of our service maturity model for each service in our metrics catalog. The model itself is part of the metrics catalog, and uses information from the metrics catalog and the service catalog to score each service.
To achieve a particular level in the maturity model, a service must meet all the criteria for that level and all previous levels. Some criteria do not apply to all services (for instance, services like PgBouncer do not need development documentation).
See the SaaS Platforms Organizational Structure for teams in Infrastructure.
The Infrastructure Platforms section enables GitLab Engineering to build and deliver safe, scalable and efficient features for multi-tenant and single-tenant GitLab SaaS platforms (GitLab.com and GitLab Dedicated).
To deliver on the mission, we are in the process of formalising the building blocks we need to work on.
In FY25, teams in the Platforms Section of the Infrastructure Department have collaborated on the “North Star”, which is then used to set the SaaS Platforms Strategy.
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