Today I got to the office to find lots of the Premium features of Gitlab disabled. No iterations, no incident management, and as a result, a broken system.<p>I got no warning from them that this would happen. Communications from the account manager assured me that my subscription was not at risk. Yet, I was still downgraded.<p>I am now in a world of ticket-tennis and email ping-pong with Gitlab Support and my account manager, neither of which are able to resolve anything and, as a result, many of our processes are broken.<p>What used to be a system that I really liked has definitely lost it's sheen for me over the last year or so -- piss-poor customer service, bugs that languish in their backlog for years, and rising prices to boot.<p>Not happy.
Their reply would probably be something like<p>"We have investigated the issue and found that you did not respond to our email of March 24th where we warned users that the Docker Teams plan will be discontinued. Please check your Spam folder. Hence, the automated downgrade was initiated. If you wish to resubscribe to the premium features again, please contact our support team on AOL Messenger between the hours of 1 AM and 7 AM PST. Thank you for your understanding".
GitLab team member here.<p>Thanks for your feedback, and sorry for the trouble. I have shared it with our teams to escalate and come back to you as soon as possible.
From past experience a couple of years ago, I recognise this. I don't know how things are now, but their billing system was siloed off from everything else. They were, IMHO, too ready to cut off features when there were billing hiccoughs.