Getting Assistance on SaaS Platforms

GitLab.com

If you need to report an incident - follow the instructions on the Report An Incident page.

If you are looking for help, and you know what service you need help with - find the owner in the tech stack. If they are listed below, then please create a Request For Help issue. If they aren’t listed, please contact the owners through the Slack channel listed in the tech stack file.

If you need help, but you aren’t sure who to ask, look through the teams below to see which team is the best fit for your question.

If you have read this whole page and are unsure how to proceed, please ask in the #saas-platforms-help channel. You will be redirected to the appropriate team for help.

We aim to respond to your request within 24 hours. If you raise your request on a Friday, it may only be responded to on Monday.

Production Engineering - Ops

Open a request for help in the Request For Help Tracker

We can help with:

1. Disaster Recovery
2. Incident Management
3. System and OS level patching

Our Slack channel is: #g_infra_ops

Production Engineering - Foundations

Open a request for help in the Request For Help Tracker

We can help with:

1. Networking
2. Rate Limiting: create an issue with the rate limiting request template
3. K8s
4. Config
5. Service Discovery with Consul
6. Secrets Management with Vault
7. ops.gitlab.net and ops runners
8. CDN
9. DNS
10. Load Balancing
11. RBAC / IAM
12. Teleport connections: create an issue with the teleport-troubleshooting template
13. Cloudflare: create an issue with the Cloudflare Troubleshooting template

Our Slack channel is: #g_foundations

Delivery

Open a request for help in the Request For Help Tracker

-We can help with:

1. Deployments to GitLab.com
2. Post Deployment Migrations (in relation to deployments)
3. Auto-Deploy
4. Hot Patching Process
5. Mean Time To Production
6. Release Management
7. Release Processes
8. Maintenance Policy
9. Patch Releases
10. Deployments
11. Monthly and Patch Releases
12. Backports

Our Slack channel is: #g_delivery

Scalability - Observability

Open a request for help in the Request For Help Tracker

We can help with:

1. Observability
2. Logging
3. Metrics
4. Grafana / Kibana / Mimir / Prometheus
5. Error Budgets
6. Capacity Planning

Our Slack channel is: #g_scalability-observability

Scalability - Practices

Open a request for help in the Request For Help Tracker

We can help with:

1. Redis
2. Sidekiq
3. Runway: create an issue in the Runway tracker

Our Slack channel is: #g_scalability-practices

Dedicated

Raise an issue in the GitLab Dedicated issue tracker using the Request for Help template which will add the ~“Dedicated::Request for Help” label. For Switchboard requests use the Request for Switchboard Help template which will divert your request to the Switchboard team.

We can help with:

1. Questions and support for GitLab Dedicated

Our Slack channel is: #f_gitlab_dedicated

Teleport Requests

Requests for access via teleport should go exclusively in the #teleport-requests channel. This type of request is responded to with best effort, but without a formal SLA. Please avoid using any other channel to escalate these requests, and do not directly ping the sre-oncall as they will not respond to these requests.