Business impact: Our service level agreement (SLA) clearly defines
first-response times based on the business impact of your issue. Check out our impact definitions (emergency, high, medium, and
low) here.
Emergency support (Premium and Ultimate only): If your GitLab instance is down or unusable, send a new email to the emergency contact address provided with your GitLab license to open an
emergency support ticket with an on-call support engineer. Expect the first response within 30 minutes.
Priority support: Premium and Ultimate self-managed customers receive priority support with
tiered response times. Learn more about upgrading to priority support here.
Live upgrade assistance: Get one-on-one expert guidance during a
production upgrade. With your priority support plan, you’re eligible for a live, scheduled screen-sharing session with a member of GitLab's support
team.