Support

We're here to assist you 24/7/365...

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.

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 (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.

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)

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/license page (GitLab 13.2+)
    • Starting GitLab version 14.1 the license information can be found on the /admin/subscription page
    • 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

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.

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)

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/license page (GitLab 13.2+)
    • Starting GitLab version 14.1 the license information can be found on the /admin/subscription page
    • 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

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

Tiered Support response times:

Support Impact

First Response Time SLA

Hours

How to Submit

Emergency (Your GitLab instance is completely unusable)

30 minutes

24x7

Please trigger an emergency

Highly Degraded (Important features unavailable or extremely slow; No acceptable workaround)

4 hrs

24x5

Please trigger an emergency

Medium Impact

8 hrs

24x5

Please trigger an emergency

Low Impact

24 hrs

24x5

Please trigger an emergency

Product Platform-as-a-Service (pPaaS)

Define, Design, Develop, and Deploy cutting-edge digital solutions.

Accelerate your digital innovation journey.

Have a competitive advantage and superlative customer experience.

About us

Calibo is a Digital Products and Platform company which partners the growth journey of enterprises across business domains and provides resilience to sustain in today’s disruptive world. It empowers enterprises of all sizes to build simplified, engaging digital apps using best-in-class technologies, processes,  and practices.

Resources

Product documentation, factsheets, whitepapers, and much more…