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It is in your own Statement of Support: > Any assistance with modifications to GitLab, including new functionality, bug-fixes, issues with alpha features or ot

It is in your own Statement of Support: > Any assistance with modifications to GitLab, including new functionality, bug-fixes, issues with alpha features or other code changes should go through the GitLab issue tracker, triage, and release cycle. And it matches our experience as customer. We are power users and almost every single support issue we opened is a bugreport or a feature request. Support team can bring values to customers who don't read docs and have questions like "how do we do X", but for seasoned users of Gitlab you can't do much. It was discussed at length in support tickets as well as public issues tracker, that support team refuses to be single point of contact for paying customers, instead "we are open company, here is the issue , feel free to track it [ and best of luck convincing PM to priotise it sooner]", then support ticket get closed. This is like if you have missed delivery from Amazon, you call them, they give you driver's number, you call him, he says Police blocked roads and give local policy dept number, you call them next and they say that there is a manifestation on streets going out of control and give you leaders phone number, you call them, they tell you that energy crisis need to be solved urgently and so on... All you wanted is a replacement pair of socks, because they sent you wrong size earlier. By the way , here is a fulfilment manager phone number,ask him how come such and obvious picking error occured...

mikekchar 7y ago
If you do end up moving to another provider, I'd be interested to see if you get a better experience. Once of the things that puzzles me, especially for an open core solution, is that companies really don't want to do custom development. Or possibly they don't want to have the difficult discussion about cost. I'm always harping on about this, but I don't really see open source companies trying to build value the way Cygnus did. Instead of saying, "Pay us $x per seat and you get whatever we give you", say "Have as many seats as you want and pay us $x to make it do what you want". Cygnus actually did both with GCC and were quite successful at it. It's not just Gitlabs either. I can't think of a software provider with an open core model that primarily sells software development services (Hmmm... Possibly Code Weavers now that I think about it). I remember asking this to Gitlabs ages ago and they said that they tried this model before they took VC money but that they just couldn't get it to work. It still baffles me as to why that's the case.

mikekchar 7y ago

If you do end up moving to another provider, I'd be interested to see if you get a better experience. Once of the things that puzzles me, especially for an open core solution, is that companies really don't want to do custom development. Or possibly they don't want to have the difficult discussion about cost. I'm always harping on about this, but I don't really see open source companies trying to build value the way Cygnus did. Instead of saying, "Pay us $x per seat and you get whatever we give you", say "Have as many seats as you want and pay us $x to make it do what you want". Cygnus actually did both with GCC and were quite successful at it. It's not just Gitlabs either. I can't think of a software provider with an open core model that primarily sells software development services (Hmmm... Possibly Code Weavers now that I think about it). I remember asking this to Gitlabs ages ago and they said that they tried this model before they took VC money but that they just couldn't get it to work. It still baffles me as to why that's the case.