Skip to content

Deflect unspecific log analysis requests

Katrin Leinweber requested to merge support-deflect-data-analysis-requests into master

Why is this change being made?

Customers sometimes send us:

  • screenshots of 3rd-party monitoring tools that show for example CPU or RAM spikes on their GitLab server,
  • and/or GitLab logs,

and ask us to investigate. Essentially, it's sysadmin work that someone familiar with their systems could do better and faster.

This MR clarifies which prerequisites or alternatives exists for such investigations, so that they are more often deflected in the future, or at least started with more specific leads.

Related to gitlab-com/support&186

Author Checklist

  • Provided a concise title for the MR
  • Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
    • Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added.
  • Assign reviewers for this change to the correct DRI(s)
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the "Maintained by" section in on the page being edited.
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies.
  • If the changes affect team members, or warrant an announcement in another way, please consider posting an update in #whats-happening-at-gitlab linking to this MR.
    • If this is a change that directly impacts the majority of global team members, it should be a candidate for #company-fyi. Please work with internal communications and check the handbook for examples.

Edited by Katrin Leinweber

Merge request reports