Commit 2ee80cc0 authored by William Chia's avatar William Chia

Merge branch 'master' into 3171-organize-support-pages

parents 5a1cf060 158306fd
Pipeline #34053148 passed with stages
in 28 minutes and 43 seconds
......@@ -541,35 +541,42 @@ cluster_monitoring:
tracing:
name: "Tracing"
alt_link:
alt_link: https://gitlab.com/groups/gitlab-org/-/epics/89
description: ""
stage: monitor
available: 2018-12-01
error_tracking:
name: "Error Tracking"
alt_link:
alt_link: https://gitlab.com/groups/gitlab-org/-/epics/169
description: ""
stage: monitor
available: 2018-12-01
production_monitoring:
name: "Production Monitoring"
alt_link:
alt_link: https://gitlab.com/groups/gitlab-org/-/epics/168
description: ""
stage: monitor
available: 2018-12-01
incident_management:
name: "Incident Management"
alt_link:
alt_link: https://gitlab.com/groups/gitlab-org/-/epics/349
description: ""
stage: monitor
available: 2019-12-31
service_status_page:
name: "Service Status Page"
alt_link:
alt_link: https://gitlab.com/groups/gitlab-org/-/epics/208
description: ""
stage: monitor
available: 2019-12-31
service_mesh_monitoring:
name: "Service Mesh Monitoring"
alt_link: https://gitlab.com/groups/gitlab-org/-/epics/342
description: ""
stage: monitor
available: 2019-12-31
......
......@@ -167,10 +167,6 @@
logo: /images/organizations/logo_hydro_quebec.svg
landing: false
industry_type: 'public'
- name: Intel
logo: /images/organizations/logo_intel.svg
landing: false
industry_type: 'technology'
- name: Interpol
logo: /images/organizations/logo_interpol.svg
landing: false
......
......@@ -745,6 +745,8 @@ barometer:
GitLab.com migrations took approximately 34 minutes and post-deploy migrations amounted for a
total of around two minutes.
This release includes a [critical security update for `redis`](#omnibus-improvements). We strongly recommend running `gitlab-ctl restart redis` to ensure the new version is running.
GitLab Geo users, please consult the documentation on [upgrading Geo](https://docs.gitlab.com/ee/administration/geo/replication/updating_the_geo_nodes.html).
To ease setup, [Omniauth is now enabled by default](https://docs.gitlab.com/ee/integration/omniauth.html).
......
......@@ -1415,7 +1415,7 @@
reports_to: tim-z
picture: martin_wortschack.jpg
twitter:
gitlab:
gitlab: wortschi
departments:
- Engineering
- Product Development
......@@ -2886,7 +2886,7 @@
reports_to: mike-mcbride
picture: paulalmeida.jpg
twitter:
gitlab:
gitlab: pauldalmeida
departments:
- Sales
story: Paul joins GitLab from Puppet, where he developed and grew the Public Sector business. At Puppet, he brought in new customers and built a sales team for the Public Sector organization. Paul enjoys assisting government customers solve problems with innovative software. Prior to working with Puppet, He served in a number of sales roles for VMware. He enjoys playing football and basketball, coaching his children's football and basketball teams, and spending his weekends with his family.
......@@ -4239,8 +4239,8 @@
- Product Development
- Security
story: |
Ethan enjoys building and securing applications and their infrastructure.
Originally from the USA, he followed his heart to Chile where he is found
Ethan enjoys building and securing applications and their infrastructure.
Originally from the USA, he followed his heart to Chile where he is found
exploring the country and eating empanadas.
- slug: jan-urbanc
......@@ -4293,7 +4293,7 @@
reports_to: kathy-w
picture: gitlab_jim.png
twitter:
gitlab:
gitlab: Thavisouk
departments:
- Engineering
- Product Development
......@@ -6428,7 +6428,7 @@
reports_to: vp-alliances
picture: ../gitlab-logo-extra-whitespace.png
twitter:
gitlab:
gitlab: pritianka
departments:
- Alliances
story: |
......@@ -6704,21 +6704,21 @@
story: |
Joining August 15th
- slug: sr-sre
- slug: amarbayar-amarsanaa
type: person
name: A.A.
name: Amarbayar Amarsanaa
start_date:
locality:
country:
locality: Ulaanbaatar
country: Mongolia
role: <a href="/job-families/engineering/site-reliability-engineer/">Senior Site Reliability Engineer</a>
reports_to: jose-finotto
picture: ../gitlab-logo-extra-whitespace.png
picture: amarbayaramarsanaa.png
twitter:
gitlab:
gitlab: aamarsanaa
departments:
- Engineering
story: |
Joining August 20th
- slug: sr-sec-analyst-comp
type: person
......@@ -6797,7 +6797,7 @@
reports_to: tommy-m
picture: rachelnienaber.jpg
twitter:
gitlab:
gitlab: rnienaber
departments:
- Engineering
- Product Development
......@@ -8985,27 +8985,23 @@
story: |
Open Position
- slug: pm-growth
type: vacancy
name: New Vacancy
start_date:
placeholder: true
locality: Anywhere
country: Remote
- slug: tamas
type: person
name: Tamas Szuromi
start_date: 2018-10-22
locality: Budapest
country: Hungary
role: <a href="/job-families/product/growth-product-manager">Product Manager</a>, Growth
reports_to: director-of-dev-product
picture: ../gitlab-logo-extra-whitespace.png
twitter:
gitlab:
picture: tamas.png
twitter: metricbrew
gitlab: tszuromi
departments:
- Product Management
- Product Development
- Vacancy
expertise: |
<li>Recruiter: Nadia Vatalidis</li>
<li><a href="https://boards.greenhouse.io/gitlab/jobs/4059261002">Application Link</a></li>
story: |
Open Position
Tamas is passionate about helping companies to utilize data and analytics.
He enjoys specialty coffee, running, traveling and spending time with family.
- slug: pm-meltano
type: vacancy
......
......@@ -2,6 +2,8 @@
title: Analyst Relations at GitLab
description: Insight about AR at GitLab
suppress_header: true
extra_css:
- analysts.css
---
.blank-header
......
......@@ -26,7 +26,6 @@ title: "2018 Q4 OKRs"
* November: 58,362 sessions
* December: 61,280 sessions
* CMO: Measure pipe-to-spend for all marketing activities. Content team based on it, link meaningful conversations to pipe, double down on what works.
* VP Alliances: Establish differentiated relationships with Major Clouds. GitLab as a Service LoI on a major cloud, 500+ leads through joint marketing, GTM and Partner agreement in place tihe a large private cloud provider.
* VP Alliances: establish GitLab as DevOps tool for CNCF. Three keynote/speaking engagements at CNCF events and 1000+ leads from K8s partners
* CFO: Use data to drive business decisions
......@@ -36,7 +35,7 @@ title: "2018 Q4 OKRs"
* Director of Business Operations: Looker Explores generated for Customer Support, PeopleOps, GitLab.com Event Data, Marketing Data
* Data & Analytics: Single Data Lake for all raw and transformed company data - migration to Snowflake compelte with DevOps workflow in place, GitLab.com production data extracted and modelled
* Data & Analytics: Configuration and Business processes documented with integrity tests that sync back with upstream source (SFDC), dbt docs deployed
* Product: Listen to and prioritize top feature requests from customers through sales / customer success. 10 features prioritized.
### CEO: Popular next generation product. Finish 2018 vision of entire DevOps lifecycle. GitLab.com is ready for mission critical applications. All installations have a graph of DevOps score vs. releases per year.
......@@ -134,6 +133,8 @@ title: "2018 Q4 OKRs"
* Support at least 2 external requests per month: X/6, Y%
* Product:
* Significantly improve navigation of the documentation. Ship global navigation. Improve version navigation. Revamp [first page of the EE docs](https://docs.gitlab.com/ee/README.html).
* Move vision forward every release. Prioritize at least one vision issue for each stage in every release.
* Every new feature ships with usage metrics on day 1, without negatively impacting velocity.
* CMO:
* Corporate marketing: Help our customers evangelize GitLab. 3 customer or user talk submissions accepted for DevOps related events.
* Corporate marketing: Drive brand consistency across all events. Company-level messaging and positioning incorporated into pre-event training, company-level messaging and positioning reflected in all event collateral and signage.
......@@ -224,7 +225,8 @@ title: "2018 Q4 OKRs"
* Enhance candidate communication and templates (invites, updates, decline notices)
* Optimize Greenhouse and provide refresher training to hiring managers
* Support Headcount planning process driven by Finance to ensure one source of truth and process for hiring plan and recruiter capacity
* Continue work on ELO score for interviews. First interation complete by mid November.
* Continue work on ELO score for interviews. First interation complete by mid November.
* Product: Hire 2 Directors of Product
[error budget]: /handbook/engineering/#error-budgets
[phase 1 of preparedness for Elasticsearch on GitLab.com]: https://gitlab.com/groups/gitlab-org/-/epics/429
......
### 2018-10-22
- [!15734](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15734) Resolve "Move contact page"
- [!15733](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15733) add more greenhouse info, remove lever page
- [!15726](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15726) clarify account ownership
- [!15725](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15725) added access request directions to tech stack
- [!15724](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15724) update IT roles links
- [!15723](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15723) Update campaign cost tracking in Marketing Ops page
- [!15722](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15722) Add an about page for Marin Jankovski, EM for Distribution and Delivery
- [!15712](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15712) Rename functional-group-updates project to group-conversations
- [!15709](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15709) Update changelog for 2018-10-22
- [!15707](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15707) Resolve "Move company pages under /company/"
- [!15705](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15705) Added finance budget approval
- [!15704](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15704) Resolve "Add security to footer nav"
- [!15685](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15685) Add async standup description to Monitor team page
- [!15677](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15677) Update index.html.md with new MPM Support process for events.
- [!15633](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15633) Medium/linkedin handbook update
- [!15631](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15631) Event social process update
- [!15622](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15622) Make the 'Accepting merge requests' workflow consistent
- [!15515](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15515) Resolve "Reconcile stages.yml and capabilities.yml"
- [!15107](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15107) Add cross post section to hb
- [!15078](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15078) Release post - GitLab 11.4
### 2018-10-20
- [!15697](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15697) Resolve "Move cloud image page to handbook"
......@@ -26,6 +44,9 @@
- [!15343](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15343) Update link to internal issue tracker for Gold requests
- [!15281](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15281) Quality team structure
### 2018-10-23
- [!15658](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15658) Remove security examples
### 2018-10-18
- [!15644](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15644) Move cloud native ecosystem page
- [!15643](https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/15643) Work second.
......
......@@ -11,7 +11,7 @@ title: "Engineering Manager, Distribution and Delivery"
## Purpose
Inspired by [Director of Dev Backend readme](/handbook/engineering/dev-backend/director/),
Inspired by the [CEO page](https://about.gitlab.com/handbook/ceo/) and [Director of Dev Backend readme](/handbook/engineering/dev-backend/director/),
this page is a readme for the current Engineering Manager of Distribution and Delivery teams,
[Marin Jankovski](/team/#maxlazio).
......@@ -59,7 +59,7 @@ inspired (which can often be the case when you have the same type of call every
The structure consists of:
* Every meeting has the Google Doc accessible only to the direct report and myself only
* Every meeting has the Google Doc accessible to the direct report and myself only
* The doc has a suggested topics template at the top that the report can use if they want to
* The doc is filled by the report 1 working day before the meeting
* The doc can be used as a place to write down all the thoughts, positive and negative
......@@ -86,7 +86,6 @@ Large chunk of this is working on direction blueprints that not only allows
engineers to work more efficiently, but also changes in the way we deploy our
code into GitLab.com environments.
## My Availability
* My calendar is generally blocked during the early morning/evening. I usually do not
......@@ -99,9 +98,9 @@ pings unless I am at my work laptop
## Communication
* I have a very direct communication style, sometime mistaken with being upset at people.
* I have a very direct communication style, sometimes mistaken with being upset at people.
If you encounter that, please ask whether that is the case.
* English is not my native tongue which can have an affect in how I express myself.
* English is not my native language which can affect how I express myself.
I tend to mix words like `frustrated` and `upset` and sometimes oversimplify sentences.
I will also say `I don't understand` often when I am having trouble translating what is being said. Please ask for clarification if you encounter this.
* I have been at GitLab since the start and have a strong sense of ownership.
......@@ -111,8 +110,8 @@ I will look into ways of helping if I agree.
* I do not like inefficiency and will look for any way to improve that. This is also
the case in group conversations where bike-shedding is making me uncomfortable and
I tend to speak up very directly regardless of the list of participants. If this
makes you feel uncomfortable, please schedule a call with me and provide me with feedback.
* I am not an optimist by nature so I tend to see everything as glass half empty.
makes you feel uncomfortable, please schedule a call with me and provide me feedback.
* I am not an optimist person by nature so I tend to see everything as glass half empty.
There is always room for improvement and I always stress the improvement part. In recent
times I've been learning on how to provide feedback that is positive in nature, and I've
asked people to help me with that by asking for that type of feedback specifically.
......
---
layout: markdown_page
title: "Delivery Team"
---
## On this page
- TOC
{:toc}
## Common links
* [Delivery Team issue tracker][issue tracker]
* [Slack chat channel](https://gitlab.slack.com/archives/g_delivery)
## Mission
The Delivery Team enables GitLab Engineering to deliver features in a
**safe**, **scalable** and **efficient** fashion to both GitLab.com and self-managed customers.
The team ensures that GitLab's monthly, security, and patch releases are deployed to GitLab.com and
publicly released in a timely fashion.
## Vision
By its own nature, the Delivery team is a backstage, non-user feature facing team whose product
and output has a direct impact on Infrastructure's primary goals of **availability**, **reliability**,
**performance**, and **scalability** of all of GitLab's user-facing services as well as self-managed
customers. The team creates the workflows, frameworks, architecture and automation for Engineering teams
to see their work reach production effectively and efficiently.
The Delivery team is focused on our [CI/CD blueprint](/handbook/engineering/infrastructure/blueprint/ci-cd/)
by driving the necessary changes in our software development processes and workflows, as well as
infrastructure changes, to embrace the benefits of CI/CD.
### Short-term
* Automate release generation, removing most of manual work
* Automate deployment process, managing and limiting impact on production
* Simplify security releases
* Streamline the process of limiting feature impact in production environments
* Enable feature testing at production-environment scale
* Create detailed architecture blueprints and design for CD on GitLab.com
* Develop and track KPIs to measure the team's impact on GitLab product delivery
### Mid-term
* Drive the implementation of infrastructure changes to prepare GitLab.com for CD
* Eliminate the need for feature-freeze blackouts during the development cycle
* Shorten build times to allow for faster release times
### Long-term
* Drive necessary changes that will lead to Kuberentes-based infrastructure on GitLab.com
* Fully automated releases for self-managed users
## Team
Each member of the Delivery team is part of this vision:
* Each team member is able to work on all team projects
* The team is able to reach a conclusion independently all the time, consensus most of the time
* Career development paths are clear
* Team creates a database of knowledge through documentation, training sessions and outreach
### Team Members
The following people are members of the Delivery Team:
<%= direct_team(manager_role: 'Engineering Manager, Delivery')%>
#### Stable Counterparts
The following members of other functional teams are our stable counterparts:
<%= stable_counterparts(role_regexp: /[,&] Delivery/, direct_manager_role: 'Engineering Manager, Delivery') %>
[issue tracker]: https://gitlab.com/gitlab-org/release/framework
......@@ -103,6 +103,15 @@ Reviewer – check these before you publish:
When you have double checked, you can assign to @rebecca to merge. If Rebecca is OOO, assign to @erica.
### Publishing schedule
With the exception of time-sensitive announcements and news, we are aiming to have blog posts scheduled two weeks ahead.
- We will publish 3-5 posts per week, avoiding publishing more than once in day.
- We will stagger publishing, generally avoiding posting on Fridays and in the last few days of the month.
- We don't consider operational posts (patch release announcements, for example) as conflicting with other publishing, so we may publish a post on the same day that one of those goes live.
- We aim to ensure that posts that are likely to be popular are live in time to be included in the bi-weekly newsletter that goes out on the 10th and 25th of each month.
## Publishing natively on LinkedIn and Medium
Occasionally, some blog posts are better suited to publishing natively by the author on LinkedIn, or on [Medium](https://medium.com/@gitlab). We reach slightly different audiences on these channels, and some content will get better exposure and reach if published there. If you submit a blog post and the content team decides it's a better fit for one of these, we will let you know. For now, we will treat this segmentation as an experiment, monitor the performance of different types of content on different channels, and apply our learnings. We may then be able to start planning content for specific outlets and commission stories accordingly.
......@@ -284,7 +293,7 @@ You can include as many tags as you like, separated by commas. Please only inclu
- careers
- CI
- cloud native
- code reivew
- code review
- collaboration
- community
- demo
......
......@@ -32,9 +32,9 @@ Product marketing includes:
- PMM Team
- [Ashish](/team/#kuthiala), Director PMM
- [John](/team/#j_jeremiah), PMM for [Dev Product Categories](/handbook/product/categories/#dev)
- [William](/team/#thewilliamchia), PMM for [Ops Product Categories](/handbook/product/categories/#ops), Manager Design & Dev Team
- [William](/team/#thewilliamchia), PMM for [Ops Product Categories](/handbook/product/categories/#ops)
- [Dan](/team/#dbgordon), Technical PMM, Demos, Competitive
- [Cindy](/team/#cblake2000), PMM for Security Product Categories
- [Cindy](/team/#cblake2000), PMM for [Security Product Categories](/handbook/product/categories/#secure))
- [Joyce](/team/#joycetompsett), AR & Evangalist Manager
- [Tina](/team/#t_sturgis), PMM for Partner and Channel
- [Kim](/team/#kimlock), Customer Reference Manager
......
......@@ -20,13 +20,14 @@ extra_js:
a question answered. Therefore, the following interfaces are based on the
product categories defined on this page:
- [Product Vision](/direction/#vision)
- [Stage visions](/direction/#devops-stages)
- [Software Development Life-Cycle (SDLC)](/sdlc/#stacks)
- [Home page](/)
- [Product page](/product/)
- [Product Features](/features/)
- [Pricing page](/pricing/)
- [DevOps Lifecycle](/stages-devops-lifecycle/)
- [DevOps Tools](/devops-tools/)
- [Product Vision](/direction/#vision)
- [Stage visions](/direction/#devops-stages)
- [Documentation](https://docs.gitlab.com/ee/#complete-devops-with-gitlab)
- [Engineering](https://about.gitlab.com/handbook/engineering/) Engineering Manager/Developer/Designer titles, their expertise, and department, and team names.
- [Product manager](https://about.gitlab.com/handbook/product/) responsibilities which are detailed on this page
......
......@@ -1400,13 +1400,15 @@ tag, update `milestone`, etc.). Additionally, notify your manager of the shift
and update the [kick-off document](https://docs.google.com/document/d/1ElPkZ90A8ey_iOkTvUs_ByMlwKK6NAB2VOK5835wYK0/edit)
to reflect the status of the item within the iteration (merged, not merged).
#### Dealing with UX as bottleneck
#### Utilizing our design system to work autonomously
If UX is holding up an issue from being scheduled for a particular milestone,
schedule it anyway. Through the [design system](https://design.gitlab.com) it should
be possible to bring an issue to a reasonable state within a first iteration.
Our [design system](https://design.gitlab.com) provides the means to work
autonomously, without always needing UX insight and feedback. When problems can
be solved using an already documented paradigm, you don't need to wait for UX
approval to bring an issue to a reasonable state within a first iteration.
Subsequent iterations can then address the UX/UI shortcomings the feature might have.
If lingering questions remain, subsequent iterations can address any shortcomings
the feature might have.
### Where should you look when you need help?
......
......@@ -2,12 +2,12 @@
layout: markdown_page
title: "GitLab General Questions"
---
This short quiz is about general aspects related to GitLab. They are open questions which will allow people to prepare and retest without losing accuracy and will make sharing easier.
This short quiz is about general aspects related to GitLab. They are open questions which will allow people to prepare and retest without losing accuracy and will make sharing easier. Answer each question in a Google Doc and schedule time with your manager to review your answers when completed.
1. What is the difference between GitLab Core and GitLab's paid tiers?
1. What is the meaning of “on-premises software”?
1. What is the meaning of “self-managed software”?
1. What does “open source” mean?
......
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---
title: "Get ready for the Q4'2018 GitLab Hackathon"
author: Ray Paik
author_gitlab: rpaik
author_twitter: rspaik
categories: open source
image_title: '/images/blogimages/2018-09-13-gitlab-hackathon-cover.jpg'
description: "The Q4 Hackathon for the GitLab community will take place on November 14-15."
tags: community, collaboration, open source
ee_cta: false
twitter_text: "Announcing the Q4'2018 @gitlab Hackathon"
---
Following the success of [our inaugural event](/2018/10/09/hackathon-recap/), the next quarterly Hackathon will take place on November 14-15. We're looking forward to another opportunity for collaboration and meeting with new community members!
## What's the deal?
This is a virtual event where community members get together to work on merge requests (MRs) and also to welcome and help new contributors. We now have a new [Hackathon landing page](/community/hackathon/), where you will be able to find more details as we get closer to the event. Again, we will have an exciting prize for everyone who has MRs merged within 10 days of the Hackathon:
![GitLab slippers](images/blogimages/q4-hackathon-blog/Slippers.JPG){: .shadow.medium.center}
*<small>GitLab slippers for everyone with merged MRs</small>*
The person with the most MRs merged during the Hackathon will be able to show off their grand prize around the neighborhood or at a nearby skate park!
![GitLab skateboard](images/blogimages/q4-hackathon-blog/Skateboard_-_Gitlab.png){: .shadow.medium.center}
*<small>GitLab skateboard for the grand prize winner</small>*
## What else is taking place?
In addition to hacking, we plan to invite community experts for quick presentations plus Q&A sessions on various topics such as getting started as a new contributor, [Meltano](https://gitlab.com/meltano), issue triage, etc. over the two days. These sessions will also be recorded and available on [GitLab YouTube channel](https://www.youtube.com/gitlab). If you want to see materials/recordings from the last Hackathon, you can find them in [the Q3 Hackathon wiki page](https://gitlab.com/gitlab-com/marketing/community-relations/contributor-program/gitlab-hackathon/q3-2018-hackathon/wikis/Q3-2018-Hackathon#links-to-presentations-recordings).
## Where can I find help during the Hackathon?
For communications during the Hackathon, we will use the [GitLab Community room in Gitter](https://gitter.im/gitlabhq/community). This is a channel designed to have community-related discussions and for community members to help each other as people have questions while contributing to GitLab. This is open to everyone, so please [join the room](https://gitter.im/gitlabhq/community) if you are not part of it already.
## How do I get started with contributing?
A good place to start is the [Contributing to GitLab page](/contributing/), where you can learn how you can
contribute to GitLab code, documentation, translation, and UX design.
If you have any questions, you are always welcome to reach me at rpaik@gitlab.com.
Cover image: ["Gitlab application screengrab"](https://unsplash.com/photos/ZV_64LdGoao) by [Pankaj Patel](https://unsplash.com/@pankajpatel).
{: .note}
@import "vendor/bootstrap/bootstrap/variables";
@import "variables";
//scss-lint:disable all
.forrester-logo {
display: none !important;
}
......@@ -51,10 +51,10 @@ Additional resources for getting help, reporting issues, requesting features, an
{:toc}
## GitLab Paid Tier Support Offerings
GitLab, with the exception of Premium Support Emergency tickets, offers 24x5 support bound by SLA times listed below.
The SLA times listed are the time frame in which you can expect a first response and each successive response.
GitLab offers 24x5 support (24x7 for Premium Support Emergency tickets) bound by the SLA times listed below.
The SLA times listed are the time frames in which you can expect the first response and each successive response.
GitLab Support will make a best effort to resolve any issues to your satisfaction as quickly as possible. However, the
SLA times are *not* to be considered as a time-to-resolution.
SLA times are *not* to be considered as an expected time-to-resolution.
### Scope of Support for Paid Tiers
* [Scope of Support for GitLab Self-managed Licenses (Starter, Premium, Ultimate)](scope-of-support-gitlab-self-managed.html)
......@@ -71,9 +71,9 @@ If your organization purchased a plan with **Premium Support**, this includes:
| Type | SLA | Hours | How to Submit |
|-----------------|---------|----|---------------|
| Production Application Unavailable (Emergency) | 30 minutes | 24x7 | When you receive your license file, you will also receive a set of email addresses to use to reach Support for both regular and emergency requests (separate addresses) |
| Highly Degraded | 4 hrs | 24x5 | Please submit through the [support web form](https://support.gitlab.com/) or via the regular support email. |
| Medium Impact | 8 hrs | 24x5 | Please submit through the [support web form](https://support.gitlab.com/) or via the regular support email. |
| Low Impact | 24 hrs| 24x5 | Please submit through the [support web form](https://support.gitlab.com/) or via the regular support email. |
| Highly Degraded | 4 hrs | 24x5 | Please submit requests through the [support web form](https://support.gitlab.com/) or via the regular support email. |
| Medium Impact | 8 hrs | 24x5 | Please submit requests through the [support web form](https://support.gitlab.com/) or via the regular support email. |
| Low Impact | 24 hrs| 24x5 | Please submit requests through the [support web form](https://support.gitlab.com/) or via the regular support email. |
**24x7 emergency support (Not available for Gold Plans)**: GitLab responds within 30 minutes to any emergency.
......@@ -114,7 +114,6 @@ Subscribers to GitHost receive next business day support via e-mail.
Please submit your support request through the [support web form](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=334487).
# Scope of Support for Free Tier Users
## Self-managed (Core and Community Edition)
......@@ -123,7 +122,7 @@ If you are seeking help with your GitLab Core or Community Edition installation,
the GitLab Support Team is unable to directly assist with issues with specific installations
of these versions. Please use the following resources instead:
* [GitLab Documentation](https://docs.gitlab.com): extensive documentation is available
* [GitLab Documentation](https://docs.gitlab.com): extensive documentation
regarding the supported configurations of GitLab.
* [GitLab Community Forum](https://forum.gitlab.com/): this is the best place to have
a discussion about your Community Edition configuration and options.
......@@ -153,7 +152,7 @@ The GitLab team _does_ offer support for:
For help with these issues please open a
[support request](https://support.gitlab.com).
For *free* GitLab.com users seeking support a support agent or engineer may determine that the request
For *free* GitLab.com users seeking support, a support agent or engineer may determine that the request
is more appropriate for community forums than for official support.
Note that issues affecting paid users receive a higher priority. There are no SLAs
......@@ -183,27 +182,27 @@ Usernames and namespaces associated with unconfirmed accounts over 90 days old w
## Outside of the Scope of Support for all Tiers
### GitLab
### Git
1. `git` specific commands and issues (not related to GitLab)
### CI/CD
1. Helping debug specific commands or scripts being run in a `.gitlab-ci.yml`
1. Issues outside of configuration or setup of private runner **hosts**
1. Helping debug specific commands or scripts in a `.gitlab-ci.yml`
1. Issues other than configuration or setup of private runner **hosts**
## General Support Practices
#### Issue Creation
When bugs, regressions, or any application behaviors/actions *not working as intended*
are reported or discovered during support interactions, the GitLab Support Team will
create issues in GitLab project repos on behalf of our customers.
For feature requests, both involving addition of new features as well as change of
features currently *working as intended*, GitLab support will request the customer
to create the issue on their own in the appropriate project repos.
features currently *working as intended*, GitLab support will request that the customer
create the issue on their own in the appropriate project repos.
#### Closing Tickets
If a customer explains that they are satisfied that their concern is being addressed
If a customer explains that they are satisfied their concern is being addressed
properly in an issue created on their behalf, then the conversation should continue
within the issue itself, and GitLab support will close the support ticket. Should
a customer wish to reopen a support ticket, they can simply reply to it and it will
......
......@@ -5,14 +5,14 @@ description: "Visit the GitLab support page to find product support links and to
---
## Scope of Support for GitLab.com (Bronze, Silver, Gold subscriptions)
GitLab.com has a full team of Site Reliability Engineers and Production Engineers monitoring its status 24/7. This means that, often,
by the time you notice something is amiss there's someone already looking into it.
GitLab.com has a full team of Site Reliability Engineers and Production Engineers monitoring its status 24/7. This means that often,
by the time you notice something is amiss, there's someone already looking into it.
We recommend that all GitLab.com customers follow [`@gitlabstatus`](https://twitter.com/gitlabstatus) on Twitter and use our status page at
https://status.gitlab.com to keep abreast of any incidents.
https://status.gitlab.com to keep informed of any incidents.
**Note**: If you obtained an Gold subscription as part of [GitLab's Open Source or Education programs](https://about.gitlab.com/2018/06/05/gitlab-ultimate-and-gold-free-for-education-and-open-source/)
Support is **not** included unless purchased separately. Please see the [GitLab OSS License/Subscription Details](https://gitlab.com/gitlab-com/gitlab-oss/blob/master/README.md#licensesubscription-details) for additional details
**Note**: If you obtained a Gold subscription as part of [GitLab's Open Source or Education programs](https://about.gitlab.com/2018/06/05/gitlab-ultimate-and-gold-free-for-education-and-open-source/),
support is **not** included unless purchased separately. Please see the [GitLab OSS License/Subscription Details](https://gitlab.com/gitlab-com/gitlab-oss/blob/master/README.md#licensesubscription-details) for additional details
### Outside of the Scope of Support for GitLab.com
......
......@@ -6,28 +6,28 @@ description: "Visit the GitLab support page to find product support links and to
## Scope of Support for GitLab Self-managed (Starter, Premium, Ultimate licenses)
GitLab Support will help troubleshoot all components bundled with GitLab Omnibus when used
as a part of a GitLab installation as packaged. Any modifications, new functionality, bug-fixes
or other code changes should go through the GitLab issue tracker, triage and release cycle.
as a packaged part of a GitLab installation. Any assitance with modifications to GitLab, including new functionality, bug-fixes
or other code changes should go through the GitLab [issue tracker](https://gitlab.com/gitlab-org/gitlab-ce/issues), triage, and release cycle.
Local modifications to GitLab source code will not be supported.
Support is not offered for local modifications to GitLab source code.
We understand that GitLab is used in complex environments in combination with a variety of
We understand that GitLab is often used in complex environments in combination with a variety of
tools. We'll do best-effort support in debugging components that work alongside GitLab.
Unless otherwise specified in your support contract, we support the current major version
and previous major version only.
**Note**: If you obtained an Ultimate license as part of [GitLab's Open Source or Education programs](https://about.gitlab.com/2018/06/05/gitlab-ultimate-and-gold-free-for-education-and-open-source/)
Support is **not** included unless purchased separately. Please see the [GitLab OSS License/Subscription Details](https://gitlab.com/gitlab-com/gitlab-oss/blob/master/README.md#licensesubscription-details) for additional details
**Note**: If you obtained an Ultimate license as part of GitLab's [Open Source or Education programs](https://about.gitlab.com/2018/06/05/gitlab-ultimate-and-gold-free-for-education-and-open-source/),
Support (as included with Starter, Premium or Ultimate licenses) is **not** included unless purchased separately. Please see the [GitLab OSS License/Subscription Details](https://gitlab.com/gitlab-com/gitlab-oss/blob/master/README.md#licensesubscription-details) for additional details
### Outside of the Scope of Support for Self-managed Instances
| Out of Scope | Example | What's in-scope then? |
|--------------------|----------------|-------------------------|
| 3rd party applications and integrations | *I can't get Jenkins to run builds kicked off by GitLab. Please help me figure out what is going on with my Jenkins server* | GitLab Support can help ensure that GitLab is providing properly formatted data to 3rd party applications and integrations. |
| 3rd party applications and integrations | *I can't get Jenkins to run builds kicked off by GitLab. Please help me figure out what is going on with my Jenkins server.* | GitLab Support can help ensure that GitLab is providing properly formatted data to 3rd party applications and integrations. |
| Debugging EFS problems | *GitLab is slow in my HA setup. I'm using EFS.* | EFS is **not** recommended for HA setups (see our [HA on AWS doc](https://docs.gitlab.com/ee/university/high-availability/aws/)).<br/><br/>GitLab Support can help verify that your HA setup is working as intended, but will not be able to investigate EFS backend storage issues. |
| Troubleshooting non-GitLab Omnibus components | *I'm trying to get GitLab to work with Apache, can you provide some pointers?* | GitLab Support will only assist with the specific components and versions that ship with the GitLab Omnibus package, and only when used as a part of a GitLab installation. |
| Local modifications to GitLab | *We added a button to ring a bell in our office any time an MR was accepted, but now users can't log in* | GitLab Support would direct you to create a feature request or submit a merge request for code review to incorporate your changes into the GitLab core |
| Old versions of GitLab | *I'm running GitLab [current version minus 3] and X is broken* | GitLab Support will invite you to upgrade your installation to a more current release |
| Local modifications to GitLab | *We added a button to ring a bell in our office any time an MR was accepted, but now users can't log in.* | GitLab Support would direct you to create a feature request or submit a merge request for code review to incorporate your changes into the GitLab core. |
| Old versions of GitLab | *I'm running GitLab [version 3+ releases older than current] and X is broken.* | GitLab Support will invite you to upgrade your installation to a more current release. |
Please also review the items outlined in the [Outside of the Scope of Support for all tiers](index.html#outside-of-the-scope-of-support-for-all-tiers) section.
\ No newline at end of file
......@@ -19,8 +19,8 @@ extra_css:
.row
.col-xs-12.col-md-6.col-md-offset-1
.content-section
%h3 Oct 23rd at 7pm PDT or Oct 24th at 7am PDT
%p Join us on Tuesday, October 23rd at 7pm PDT or Wednesday, October 24th at 7am to hear how three unique GitLab customers leverage GitLab's capabilities to streamline and improve operations, while speeding time to market. From mobile ticket sales to managing enterprise software releases, GitLab's use case examples showcase the power of GitLab.