GitLab - Proactive Support Package

GitLab - The proactive support package includes:

• Business Hors support (Monday to Friday - 9:00 a.m. to 6:00 p.m. Italian local time CET/CEST)
• Unlimited support tickets;
• Periodic system updates. The frequency of updates can be defined during the project phase.
• GitLab Monitoring System and the related dashboards are included in the practive support pack.

SLA: The proactive support guaranties 4 hours first time response for severity 1 issues and 24 hours first time response for the other severtities levels.

• On-call service can be activated;
• Pricing: the prices based on the number of users.

Additionally, this support includes:

• 2nd level GitLab product support, specifically for production infrastructure
• Assistance with infrastructure sizing and performance configurations
• Configuration support for all infrastructure components

Please note that support is limited to project and pipeline management and does not include code support or code-by-wire services.