[cwsx]

I absolutely would not opt to self-host, but unfortunately that's not my department. I agree about the performance issues, most of our issues were performance related and did seem quite random (though unsure if that was our self hosted instance or a Gitlab issue, sounds like it could be both).

I will admit I'm probably overly harsh on the support staff, and misrepresenting the support issues we had. I wasn't directly involved in most of it so I'm parroting what I've heard from coworkers that were more involved, which isn't the whole story. Though the times I was directly involved (in support requests) the experience mostly matched yours, with a couple (albeit rare) cases of slow replies.

In terms of self hosting I 100% agree, and anyone who is thinking of setting up their own self hosted instance should take note of your comment.