Requesting Gratis Support
Overview
GitLab Premium and Ultimate subscriptions include Customer Support. Free or expired users, and prospects, are not typically entitled to contact Customer Support with technical questions. Under certain circumstances, Sales or Customer Success team members may wish to request a period of free support for a prospect or customer. This page describes the process for them to make such requests.
Restrictions on gratis support
Gratis support for prospects and former/expired customers includes the following limitations:
- Does not include emergency support.
- Does not include upgrade assistance support.
- Does not include namesquatting requests.
- All response times are reasonable effort and will be given an internal SLO of 24 hours.
- Tickets cannot be opened by prospects, they have to be opened by an internal GitLab member 1 by 1 using the official form below.
Requesting gratis support using the webform
To submit a request for support for a prospect please use the Customer Support Internal Requests form. Within the form under the section What is this request concerning? you should select the option Create a support ticket on behalf of a customer or prospect.
If you have any questions or problems as you fill out the form, please ask in the #support-operations Slack channel.
Required information
For all requests, you must provide the following:
- A detailed description of the problem the customer or prospect is facing
- The Salesforce opportunity link
- Contacts name
- Contacts email
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