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layout: handbook-page-toc
title: Mattermost
category: Self-managed
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- TOC
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### Escalating to the Mattermost team

Mattermost has created a `mattermost-support` account in GitLab for support issues, and has subscribed to the `mattermost` label in the following projects:

- omnibus-gitlab
- gitlab-ce
- gitlab-ee

When a GitLab EE customer hits a Mattermost issue and you cannot reasonably resolve the issue using existing documentation:

- Do your best effort to make sure there is enough information to reproduce the issue
- Submit the issue in one of the mentioned projects and apply `mattermost` label. When the label is applied, an email notification is sent 
to the technical support team who answers the question within two business days using the `mattermost-support` account.
- For Priority support (Premium/Ultimate customers, additionally assign the issue to the `mattermost-support` account. This assignment sends an email notification, 
which is automatically escalated to the critical level technical support who answers the question within 4 hours using the `mattermost-support` account.

This information is taken from [Service-Level Agreement (SLA)](https://docs.mattermost.com/process/gitlab-process.html#service-level-agreement-sla) 
page of Mattermost docs.

### Other resources

- [Mattermost forum](http://forum.mattermost.org/c/general/gitlab) - has over a thousand people registered on the forum and every new question and answer makes thing easier to troubleshoot.