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@zundan We have a self-hosted GitLab service with an Ultimate license for a few hundred users. I'm the one who started it all a few years ago and stood up the 3 hosts we had (now down to one). I admined everything for a few years (and alone for the first one or so), as well as initiated all our CI and CD on it. We're still using all this but I'm no longer a GitLab admin.
To sum it up I'll say this: we're starting our transition back to self-hosted GitHub. The main reason we left GitHub back in the day was that GitHub Actions didn't exist yet.
These few years as a GitLab and CI/CD admin were pretty painful to say the least. It's brittle, shows a clear lack of QA, has dubious security practices, and is more focused on the superficial than on the fundamental. I understand it must not be easy but still...
We had weekly meetings with their reps and have seen it all. Like one of them systematically skipping the meetings because it was his lunch hour, to reps changing every two months and us having to restart the relationship from scratch every time. Our setup is fairly sophisticated and they had to be explained all of it every time, which was very time consuming.
Also, I don't remember ever getting any actual support from them when we needed it despite our Ultimate license. I often had to look at their source code (and I don't speak Ruby on Rails) to understand some issues we had. And boy did I find some gems in there, like hardcoded and inlined URLs.
Worse, they wanted me to explain to them and basically hand them over the code (for free!) for how I had fixed major security and usability issues in their pipeline system. I had spent more than a year working on that on my company's dime, that wasn't happening. They could have at least given us a free license, that was no cost to them.
Now we've told them we're moving back to GiHub, meaning they'll be losing on a few hundred thousand dollars from us, I'm hearing from the current admin that we're getting better support. Not enough, too late, I guess.

@calchan Thanks!

I've been hearing their "all remote culture" is something to admire but it looks like their are many other aspects that needs to be cared. I read GitHub had a tough time before getting acquired by Microsoft but I feel they became far more stable now.

As a support, I'm in a position to prevent our customers from experiencing similar frustration you had to go through. Thanks so much for your response!