| Hi @rossmohax - Support Manager for GitLab here. > Per their own policy all they do is finding relevant tickets and send you there, from there on you are not their problem anymore. I believe you're referring to: https://about.gitlab.com/support/#we-dont-keep-tickets-open-... I think it's a bit more nuanced than that, although I can certainly understand your reading. If your support ticket does end up as revealing a fault in the product or a feature request, we will close out the ticket and prefer further communication on the resulting issue. This is in keeping with our Transparency value. We want to make sure that others who are affected can also chime in, and that the resulting issue is the single source of truth. For issues with configuration, up-time or other support-related things that aren't feature requests or bugs, we would be handling those directly. On those cases that do result in bug reports or feature requests, it's certainly true that sometimes they aren't prioritized, don't get attention, or have milestones slip. Again though, that happens transparently where you can interact directly with the PMs in question. Ultimately, it is a _different_ support experience, but we believe that it's better to have our community as close to our development process as possible. We do consider this an ongoing discussion, and have a long running issue where a number of customers have provided some feedback:
https://gitlab.com/gitlab-com/support/support-team-meta/issu... Please do feel free to join the discussion. |
TLDR; support team is great for customers coming to Gitlab, but not so great once initial onboarding is done