Commit ce9f3986 authored by Marcel Amirault's avatar Marcel Amirault 🇯🇵 Committed by Lyle Kozloff

Statement of support touchups

parent f8d1f1a5
......@@ -85,7 +85,7 @@ extra_css:
%hr.divider/
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#support-impact.col-xs-12.col-md-10.col-md-offset-1
%h2 Definitions of Support Impact
%ul
%li
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......@@ -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)
......@@ -68,12 +68,12 @@ If your organization purchased a plan with **[Premium Support](/features/premium
**Tiered Support responses**:
| Type | SLA | Hours | How to Submit |
|-----------------|---------|----|---------------|
| Type ([Definitions](/features/premium-support/#support-impact)) | SLA | Hours | How to Submit Support Requests |
|-----------------|-------|------|---------------|
| 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.
......@@ -103,7 +103,6 @@ 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)
......@@ -112,7 +111,7 @@ 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.
......@@ -142,7 +141,7 @@ 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
......@@ -172,27 +171,27 @@ 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.
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