Support
We're here to assist you 24/7/365...
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Contact Support
Issues with billing, purchasing, subscriptions or licenses
Plan
Support level (First Response Time)
How to get in touch
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
Self-managed (hosted on your own site/server)
Plan
Support level (First Response Time)
How to get in touch
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
Calibo SaaS (www.calibo.com)
Plan
Support level (First Response Time)
How to get in touch
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
Legacy Plans
Plan
Support level (First Response Time)
How to get in touch
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
Partnership Support
Plan
Support level (First Response Time)
How to get in touch
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
All plans and purchases
First reply within 8 hours, 24x5
Open a Support Ticket on the cdalibo Support Portal and select "Licensing and Renewals Problems"
Proving your Support Entitlement
Depending on how you purchased, upon the creation of your first ticket GitLab Support may not be able to automatically detect your support entitlement. If that’s the case, you will be asked to provide evidence that you have an active license or subscription.
For GitLab.com Users
To ensure that we can match you with your GitLab.com subscription when opening a support ticket, please:
- include your GitLab.com username; AND
- use the primary email address associated with your account; AND
- reference a path within a GitLab.com group that has a valid subscription associated with it (e.g., a link to a problematic pipeline or MR)
For Self-managed Users
To ensure that we can match you with your Self-managed license when opening a support ticket, please:
- use a company provided email address (no generic email addresses such as Gmail, Yahoo, etc.); AND
- provide GitLab with one of the following:
- A screenshot of the license page
/admin/license - The output of the command
sudo gitlab-rake gitlab:license:info - The license ID displayed on the
/admin/licensepage (GitLab 13.2+) - Starting GitLab version 14.1 the license information can be found on the
/admin/subscriptionpage - The license file provided to you at the time of purchase and at least one of these:
- the email address to which the license was issued
- the company name to which the license was issued
- A screenshot of the license page
First time reaching support?
Depending on how you purchased, upon the creation of your first ticket GitLab Support may not be able to automatically detect your support entitlement. If that’s the case, you will be asked to provide evidence that you have an active license or subscription.
For GitLab.com Users
To ensure that we can match you with your GitLab.com subscription when opening a support ticket, please:
- include your GitLab.com username; AND
- use the primary email address associated with your account; AND
- reference a path within a GitLab.com group that has a valid subscription associated with it (e.g., a link to a problematic pipeline or MR)
For Self-managed Users
To ensure that we can match you with your Self-managed license when opening a support ticket, please:
- use a company provided email address (no generic email addresses such as Gmail, Yahoo, etc.); AND
- provide GitLab with one of the following:
- A screenshot of the license page
/admin/license - The output of the command
sudo gitlab-rake gitlab:license:info - The license ID displayed on the
/admin/licensepage (GitLab 13.2+) - Starting GitLab version 14.1 the license information can be found on the
/admin/subscriptionpage - The license file provided to you at the time of purchase and at least one of these:
- the email address to which the license was issued
- the company name to which the license was issued
- A screenshot of the license page
Language Support
Ticket support is available in the following languages:
- Chinese
- English
- French
- German
- Japanese
- Korean
- Portuguese
- Spanish
Should you be offered a call, only English is available.
NOTE: Any attached media used for ticket resolution must be sent in English.
Priority Support
Priority Support is included with all self-managed and SaaS Calibo Premium and Ultimate purchases. These plans receive
