--- layout: handbook-page-toc title: Mattermost category: Self-managed --- ## On this page {:.no_toc .hidden-md .hidden-lg} - TOC {:toc .hidden-md .hidden-lg} ### 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.