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My biggest issue with GitLab is support. After using it for our test pipelines for a year we've switched to GitLab CI completely with our deployments and right

My biggest issue with GitLab is support. After using it for our test pipelines for a year we've switched to GitLab CI completely with our deployments and right after we've started running into issues on our selfhosted instance where for about three weeks now we're fighting with stuck pipelines where runners won't pick up jobs until you manually restart them. We've been paying customers for GitLab Enterprise (now Starter) for years and the recurring theme is that our tickets go unanswered for basically ever. We're having performance issues on AWS, trying to run on ECS with an EFS Filesystem underneath, have basically done everything to rule out the EFS as the issue and now because our tickets go unanswered migrating to a dedicated EC2 Instance to see if this makes things run faster... From a product perspective we're starting to love GitLab, but from a technical & business pov it's getting increasingly painful to work with if you rely on it for too much. I wonder if Ruby is the reason it's hard for them to run reliably as a self-hostable solution, but as I have 0 Ruby experience I wouldn't know.

lkozloff 8y ago
Hi @Roritharr - Support Manager at GitLab here. I'd like to follow up on this to see where we dropped the ball and how (or if) we can make things right. Feel free to email me at lyle[at]gitlab.com and I'll look into your ticket history and move things along. For others, performance issues with EFS and GitLab have been frequent enough that we specifically call EFS out in our documentation: https://docs.gitlab.com/ee/administration/high_availability/nfs.html#avoid-using-awss-elastic-file-system-efs https://docs.gitlab.com/ee/administration/high_availability/... This isn't to say that EFS doesn't have its place, it's just that git operations quickly exhaust burst credits and many of our users on EFS end up with difficult to diagnose performance problems. This may or may not have anything to do with @Roritharr's problems, but it's worth noting!
- Roritharr 8y ago
  Hi, mail is out, if for some reason this doesn't reach you: Our Ticketnumber is 111794 for the pipeline issue and the other one is 104887 for the Performance Issue.

lkozloff 8y ago

Hi @Roritharr - Support Manager at GitLab here. I'd like to follow up on this to see where we dropped the ball and how (or if) we can make things right. Feel free to email me at lyle[at]gitlab.com and I'll look into your ticket history and move things along. For others, performance issues with EFS and GitLab have been frequent enough that we specifically call EFS out in our documentation: https://docs.gitlab.com/ee/administration/high_availability/nfs.html#avoid-using-awss-elastic-file-system-efs https://docs.gitlab.com/ee/administration/high_availability/... This isn't to say that EFS doesn't have its place, it's just that git operations quickly exhaust burst credits and many of our users on EFS end up with difficult to diagnose performance problems. This may or may not have anything to do with @Roritharr's problems, but it's worth noting!

Roritharr 8y ago
Hi, mail is out, if for some reason this doesn't reach you: Our Ticketnumber is 111794 for the pipeline issue and the other one is 104887 for the Performance Issue.