U.S. Government Support
Comprehensive support tailored for government compliance and mission success.
U.S. Government Support+ benefits
Two complementary services working together for your success:
U.S. Government Support
Expert technical resolution and guidance for operational challenges, ensuring continuous system performance while maintaining the highest security and compliance standards for sensitive government workloads.
Customer Success
Strategic enablement and mission-aligned guidance, accelerating compliance timelines, optimizing DevSecOps workflows, and ensuring your investment delivers measurable results that advance agency objectives.
*Available with purchase of minimum seat commitment for your support plan.
Why U.S. Government Support+?
We understand government's unique challenges - from strict security requirements to complex compliance frameworks.
We don't just solve problems; we help you build systems that scale while meeting the highest standards for data sovereignty and citizen protection. Our unified approach leverages both technical support and strategic guidance to ensure your technology investments deliver maximum value.
Features & services
U.S. Government Support
Secure access to U.S. Government support when you need it.
Download service details| Business hours Perfect for operations that can wait until Monday for non-critical issues (Plan 12x5). | 24/7 Coverage For operations that need support around the clock (Plan 24x7). | |
|---|---|---|
Emergency priority ticketsResp. time 30 min Gitlab instance is unavailable or completely unusable | Emergency priority tickets Mon Fri, 8am - 8pm ET | Emergency priority tickets 24/7 |
High priority ticketsResp. time 4 hours GitLab is highly degraded with significant business impact. | High priority tickets Mon - Fri, 8am - 8pm ET | High priority tickets 24/7 |
Medium priority ticketsResp. time 8 hours Some business impact, workarounds available. | Medium priority tickets Mon - Fri, 8am - 8pm ET | Medium priority tickets Mon - Fri, 8am - 8pm ET |
Low priority ticketsResp. time 24 hours Questions or clarifications with minimal business impact | Low priority tickets Mon - Fri, 8am - 8pm ET | Low priority tickets Mon - Fri, 8am - 8pm ET |
| Customer Success Complementary Accelerate compliance timelines and optimize DevSecOps workflows with expert guidance. | Customer Success Complementary Available with purchase of 400+ seats | Customer Success Complementary Available with purchase of 200+ seats |
What you get:
Specialized government expertise
Dedicated US citizen engineers with extensive experience in critical infrastructure environments and regulatory compliance.
Enhanced security and sovereignty
Robust data protection with strict sovereignty controls ensure sensitive information is accessible only to US citizens.
Flexible compliant deployments
Support for on-premise, AWS GovCloud, and certified cloud environments with unified service delivery.
Got questions?
Get expert guidance on choosing the right support plan for your agency's needs.
Complementary
Customer Success
Comprehensive strategic services designed for mission-critical government environments.
| Customer success Automatically included when you purchase the minimum seat commitment for your support plan. | ||
|---|---|---|
Customer Success | Customer Success Plan 12x5: Available with purchase of 400+ seats Plan 24x7: Available with purchase of 200+ seats | |
Mutually agreed success plan Tailored roadmap with milestones, metrics, and timelines to align GitLab adoption with agency goals and ensure measurable outcomes. | Mutually agreed success plan Available | |
Product usage monitoring & insights Usage pattern analysis to identify optimization opportunities and ensure maximum value from all purchased features. | Product usage monitoring & insights Available | |
Risk assessment and mitigation planning Proactive environment review to identify technical risks and provide stability and performance recommendations. | Risk assessment and mitigation planning Available | |
Engagement model Strategic advisors combining technical expertise with business understanding to drive GitLab adoption, remove obstacles, and maximize investment value. | Engagement model Named Customer Success Manager (CSM) | |
Progress cadence calls Regular check-ins with your Customer Success Manager to track goals, resolve blockers, and share best practices. | Progress cadence calls Up to 2 per month | |
Enablement workshops per quarter Hands-on training from our catalog covering CI/CD pipelines, security practices, and DevOps workflows to accelerate adoption. | Enablement workshops per quarter 1 from available catalog | |
Executive ROI progress & impact review Annual review demonstrating measurable ROI and business impact with strategic recommendations for continued growth. | Executive ROI progress & impact review 1 per year | |
Adoption Accelerators per annum Premium support to drive innovation, maximize growth, and elevate performance. | Adoption Accelerators per annum Not included. Contact sales for more information. | |
| Education discount | ||
Bundled exam vouchers Training discounts on all standard GitLab education offerings to build your team's expertise. | Bundled exam vouchers 20 exam vouchers | |
Education discounts Annual certification vouchers valid for any GitLab certification exam during your subscription term to validate your team's knowledge and skills. | Education discounts 5% | |
What this means to you:
Mission-aligned success planning
Our Success team leverages deep government and federal compliance expertise to create success plans aligned with agency mission objectives, regulatory mandates, and ATO timelines — not just traditional software metrics.
Accelerated compliance implementation
Proactive guidance on FedRAMP Moderate, FIPS 140-2, and NIST frameworks, with specialized training that significantly reduces compliance timelines.
Cross-domain DevSecOps enablement
Expert guidance for complex government scenarios including low-to-high side development and air-gapped environments with unified service delivery.
Requirements
Before you start, here are key considerations for your U.S. Government Support+ setup:
Subscription separation: US Citizen Support-supported GitLab subscriptions may not be mixed with non-US Citizen Support supported subscriptions.
GovCloud requirement: Any GitLab subscriptions that are used in the AWS GovCloud regions are required to use US Citizen Support support.