Document time/interaction required to make changes to githost.io configurations

Prospective githost.io customers have asked about what is required in terms of time/interaction with us to make changes to their configuration.

This is important when it comes to choosing the correct configuration. If it is difficult to change the configuration they will have to plan much more carefully and might choose to host elsewhere.

Specifically, they ask the following:

• How do they move between configurations. For example, from Business -> Business Pro or Startup -> Business
  • How fast can such a change be implemented?
  • Is this just a change of the underlying VM and a reboot?
  • How much downtime can be expected?
• We offer up to 16TB of additional block disk. After initial setup, how do they provision this or add to it?
  • How fast can such a change be implemented?
  • How much downtime can be expected?

Related:

• If there is a problem with the VM / environment, what sort of response time can they expect from us. We claim to monitor the environment so do they have to do anything?
  • See this related issue on SLA: https://gitlab.com/gitlab-com/githost/issues/79

This came up in the following discussion: https://na34.salesforce.com/0016100000zSm0B

/cc: @amara -- not sure if this belongs in this project or in Marketing /cc: @lbot

Hey Reb,

Wanted to take a min to respond.

The migration of instances Business -> Business Pro or Startup -> Business is based on the amount of data they are moving. This is the current rule of thumb is: up to one minute per GB of used storage. For example, if your Droplet is using 20GB storage, the entire resize should take less than 20 minutes after it is initiated. The actual time of the process is typically very quick.

Is it Just a change and a Reboot? Yes, they change in the GitLab Hosted admin, and the system handles the rest.

After initial setup, how do they provision Block Storage or add to it?

They can choose via the GitLab Hosted admin. The same resize rules above are a good rule of thumb for the time it takes. They can do it at any time.

If there is a problem with the VM / environment, what sort of response time can they expect from us. We claim to monitor the environment so do they have to do anything?

We are beefing up our monitoring as we don't want any scenarios where a customer beats us to an issue. That said, if it were to happen, they can reach out and support will absolutely respond within 24 hours, but as per #79 we are upgrading our process so that response time can be faster.