Cross Platform Support Requests
Cross Platform Support Requests Overview
Customers sometimes request support for a free GitLab deployment type that sits outside the deployment type covered by their paid subscription. Examples include customers with a paid Self-Managed subscription asking for help with a GitLab.com SaaS namespace, or customers with a paid SaaS subscription asking for help with a free Self-Managed instance.
By default, Support should follow the customer’s subscription entitlement for the deployment type in question. If the customer has not purchased support for that deployment type, the request should not be treated as automatically in scope.
A cross-platform exception may be considered when the request fits a defined exception category. Examples may include:
- An active migration between deployment types
- A time-bound business-critical transition
- A strategically important account with a documented business justification
- Another pre-approved exception category defined by Support leadership
When an exception is approved:
- The approval should be documented in the ticket
- The exception should be time-boxed
- The scope should be limited to the specific courtesy support being granted
- The ticket should include the business context and approving party
If the request does not clearly fit a defined exception category, or the criteria are not clear from the ticket, the Support Engineer should escalate to their regional Support Manager or another available Support Manager for a decision. That decision should take into account:
- Customer size or ARR
- Business case and strategic importance
- Customer sentiment and renewal risk
- Input from the account team, when available
If no exception is approved, Support should set expectations clearly and direct the customer to the support path associated with their current entitlement.
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