If you do end up moving to another provider, I'd be interested to see if you get a better experience. Once of the things that puzzles me, especially for an open core solution, is that companies really don't want to do custom development. Or possibly they don't want to have the difficult discussion about cost.

I'm always harping on about this, but I don't really see open source companies trying to build value the way Cygnus did. Instead of saying, "Pay us $x per seat and you get whatever we give you", say "Have as many seats as you want and pay us $x to make it do what you want". Cygnus actually did both with GCC and were quite successful at it.

It's not just Gitlabs either. I can't think of a software provider with an open core model that primarily sells software development services (Hmmm... Possibly Code Weavers now that I think about it). I remember asking this to Gitlabs ages ago and they said that they tried this model before they took VC money but that they just couldn't get it to work. It still baffles me as to why that's the case.