I'm on the community advocates team at GitLab and we really appreciate your feedback. I wanted to point out that our team responded to your post on the GitLab forum, you can see the response here: https://forum.gitlab.com/t/gitlab-support-is-no-longer-proce...
Thanks — I've been replying there but figured I should comment here since this is where I first saw it. I definitely hope this leads to some UX work, especially through the lens of thinking about how badly it will fail for vulnerable users.
