He says that he sees the combination of long form pieces and Q&A as a new level of support. “We used to have level one, which was sending a ticket to the help desk, and it was something we could easily resolve for you. Level two was a more complex problem that maybe required an engineer or specialist from a certain team to figure out. I look at this new system as a level zero.” Before sending us a ticket, folks can search Teams. If they find a question that solves the problem, great. If they need more details, they can follow links to in-depth articles or collections that bring together Q&A and article with the same tags.“

Technical and general support for those using our free options is “Community First”. Like many other free SaaS products, users are first directed to find support in community sources such as the following:

For general questions, use cases, or anything else that does not fit into one of the above cases, please post in the GitLab Forum or on a third-party help site.

If you're in a paid tier on GitLab.com or GitLab Self-managed, you're entitled to Support. Please open a support ticket after reviewing our Statement of Support

If you're a free user on GitLab.com and are having one of the following specific issues please file a support ticket after reviewing the Free Plan Users Section in our Statement of Support

Account Support If you haven't received your confirmation email, you can request to resend your confirmation instructions via our confirmation page.

We're closing the Support Forum issue tracker in favor of the Community Forum and support channels. We recognize that the Support Forum issue tracker has not received much attention in the last few months, and want to redirect our community members to locations that are regularly monitored by GitLab staff. As a result, this issue will be moved to the GitLab product issue tracker and triaged there.