Project Exports for Customers

Provides guidance on when GitLab Team members might offer to export projects on behalf of customers, and the process for doing so.

Project Exports

If a customer is having issues with exporting a project, troubleshoot as normal, including:

  1. Ask user to attempt both UI and API.
  2. Gather necessary information to search logs. See Kibana Export Errors section for tips.
  3. Find relevant issue and comment, or create one if needed, with Kibana/Sentry links.

Once an issue is created or commented on, you may use the Support::SaaS::Gitlab.com::Export::Offer one time macro to offer a one-time export attempt.

If the customer accepts the offer, did the export succeed (they got an email, or there is a “Download export” button) but there an error downloading it? Example: gitlab#330833.

  1. If yes, open an infra export request and fill in all relevant information. This skips the Support console attempt. Can be done within 30 days of the project export.
  2. If not (or when in doubt), open an export request in the internal requests tracker.
  3. If at any time an infra export request is opened, please ensure you add the “infradev” label is added to the relevant GitLab bug issue.

For convenience, two additional macros are available after an export attempt is made:

Last modified December 20, 2024: Drop project import process (db92e630)
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