GitKraken CLI Support Terms and Conditions

GitKraken CLI support terms and conditions explain how to contact support, which plans include guaranteed response times, and how release support and end-of-life are handled. This reference is for GitKraken CLI customers who need support-hour, response-time, and lifecycle details.

You can always reach out to us using Contact support.

How to Contact GitKraken CLI Support

• Support requests for GitKraken CLI should be submitted at Contact support. Users submitting tickets interact primarily through emails, though other communication services, such as phone calls and screen share services, might be used to deliver Support Services.

• Community includes community support only. Pro, Advanced, Business, and Enterprise include guaranteed support response times during Support Hours.

• Support Hours are 10:00 am to 10:00 pm, Monday to Friday, UTC. Users can submit support requests at any time, but responses and support interactions are provided during Support Hours only. Below are the response times for each supported plan during Support Hours.

• While GitKraken tries to respond to everyone who reaches out, a response is not guaranteed for all users. This includes users on Student and Community plans. GitKraken encourages all users to engage in the community and use self-service resources. Additional Resources

• GitKraken CLI is available for Windows, Mac, and Linux systems. The current supported versions are on our how-to-install page.

How Long GitKraken CLI Releases Are Supported

GitKraken supports Generally Available (GA) releases of products. Eligible code fixes and hot fixes are provided through a new release (Z) on top of the latest major release and minor release branch. A major release is identified by a change in the first digit (X), and a minor release is identified by a change in the second digit (Y), using versioning in the format X.Y.Z.

As a best practice, customers should stay on the current release to receive optimal support. Release updates are published regularly on the GitKraken Help Center for each GitKraken product. GitKraken may ask customers using an older GA release to upgrade during troubleshooting so they can receive functionality enhancements, security updates, and code fixes.

What Happens at End of Life

GitKraken supports a major release for at least 12 months from that major release, excluding minor and patch releases. For example, version 9.Y.Z is eligible for support for 12 months from the release of version 9.0.x. During troubleshooting, GitKraken may ask a customer to upgrade to the current release.

GitKraken’s end-of-life policy provides that GitKraken will provide customers with at least sixty (60) days’ prior notice before discontinuing any product. After the End of Life Period expires, GitKraken will no longer be obligated to provide support services for the terminated software.

End of Life (EoL) process

The decision to retire or deprecate features follows a process that considers demand, usage, the impact of feature retirement, and customer feedback. GitKraken aims to invest resources in the areas that add the most value for the most customers and to communicate product changes clearly and proactively.

To that end, we will do our best to follow these guidelines when retiring functionality:

• Advance notice: For the EoL of major features or products, we will attempt to notify customers at least 60 (sixty) days in advance.
• Viable alternatives: GitKraken will strive to provide viable alternatives to our customers when retiring functionality. These may be alternative offerings from GitKraken or recommended alternatives from 3rd party providers. Where possible and appropriate, GitKraken will automatically migrate customers to alternatives for retired functionality.
• Continued support: GitKraken commits to providing continued support for functionality until its retirement date.

We may need to accelerate the timeline for EoL of functionality in extenuating circumstances, such as essential changes necessary to protect the integrity of our platform or the security of our customers and others. In these cases, it is important that those changes occur as quickly as possible.

Similarly, integrated third-party software or services may need to be retired due to the third-party decision to change or retire their solution. In these situations, the pace of retirement will be out of our control.

However, even under these circumstances, we will provide as much advance notice as possible.

Visit the EULA and Privacy Policy pages for more information.