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. Check below to see if the team has a specific issue template or tracker for the help you seek or contact them via Slack.
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
Contact us in: #g_infra_ops
Open an issue in our Production engineering tracker
We can help with:
- Disaster Recovery
- Incident Management
- System and OS level patching
Production Engineering - Foundations
Contact us in: #g_infra_foundations
Open an issue in our Production engineering tracker
We can help with:
- Networking
- Rate Limiting: create an issue with the rate limiting request template
- K8s
- Config
- Service Discovery with Consul
- Secrets Management with Vault
- ops.gitlab.net and ops runners
- CDN
- DNS
- Load Balancing
- RBAC / IAM
- Teleport connections: create an issue with the teleport-troubleshooting template
- Cloudflare: create an issue with the Cloudflare Troubleshooting template
Delivery
Contact us in #g_delivery
-We can help with:
- Deployments to GitLab.com
- Post Deployment Migrations (in relation to deployments)
- Auto-Deploy
- Hot Patching Process
- Mean Time To Production
- Release Management
- Release Processes
- Maintenance Policy
- Patch Releases
- Monthly Releases
- Backports
Scalability - Observability
Contact us in: #g_scalability-observability
Open an issue in our Scalability issue tracker
We can help with:
- Observability
- Logging
- Metrics
- Grafana / Kibana / Mimir / Prometheus
- Error Budgets
- Capacity Planning
Scalability - Practices
Contact us in: #g_scalability-practices
Open an issue in our Scalability issue tracker
We can help with:
- Redis
- Sidekiq
- Runway: create an issue in the Runway tracker
Dedicated
Contact us in: #f_gitlab_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:
- Questions and support for GitLab Dedicated
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