IBM Support

GitLab Ultimate for IBM Cloud Paks

Product Support Details for GitLab Ultimate for IBM Cloud Paks

Product List

Supported Language

US English

Contact Information

Visit the IBM Directory of worldwide contacts, click your country, and use the phone number listed in the Technical Support section on the page.

Hours of Operation

Hours of Operation for GitLab Ultimate reflect normal country business hours in your time zone.  Visit the IBM Support Guide for more details.

Severity Definitions

IBM will use commercially reasonable efforts to respond to cases raised by your authorized contacts within the criteria specified for your offering. Our initial response may result in resolution of your request, or it will form the basis for determining what additional actions may be required to resolve your request. Be sure you and your support professional agree on what the next action is and when the next checkpoint will be. 
Cases opened outside Business Hours that do not qualify for 24 x 7 response will be responded to the next business day. 
Severity Severity Definition
Response Time
Objective
Response Time
Coverage
1
Critical business impact/ service down:
  • The Customer/Buyer cannot use the Program or there is a critical impact on the Customer’s operations which requires an immediate solution. 
  • Will make reasonable efforts to provide; (i) relief to the Customer within 24 hours and (ii) a final solution or fix 7 days.
 2 business hours 24 x 7
2
Significant business impact:
  • The Customer/Buyer can use the Program, but an important function is not available, or the Customer’s operations are severely impacted. 
  • Will make reasonable efforts to resolve within 14 calendar days.
 4 business hours
Monday-Friday
Normal business hours
3
Minor business impact:
  • The Customer/Buyer can use the Program with some functional restrictions, but it does not have a severe or critical impact on the Customer's operations.
  • Will make reasonable efforts to resolve within 21 calendar days.
 8 business hours
Monday-Friday
Normal business hours
4
Minimal business impact:
  • Minor problem that is not significant to the Customer/Buyer operations. They may be able to circumvent the problem.
  • Will make reasonable efforts to resolve within 28 calendar days.
 24 business hours
Monday-Friday
Normal business hours

Escalation Process

If at any point in our service process you feel we are not meeting your needs, you may call our attention to your case.

Visit the IBM Support Guide for the escalation process related to your offering.

Enhancement Request Process

Visit the IBM RFE Community to collaborate with development teams and other product users through your ability to search, view, comment on, submit, and track product requests.

[{"Type":"SW","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSBTJ8","label":"GitLab Ultimate for IBM Cloud Paks"},"ARM Category":[{"code":"a8m3p000000hALwAAM","label":"GitLab Runner"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"}]

Document Information

Modified date:
29 August 2022

Document Number

ibm16442119

Page Feedback