The following page may contain information related to upcoming products, features and functionality. It is important to note that the information presented is for informational purposes only, so please do not rely on the information for purchasing or planning purposes. Just like with all projects, the items mentioned on the page are subject to change or delay, and the development, release, and timing of any products, features or functionality remain at the sole discretion of GitLab Inc.
Provide customers with a seamless experience activating paid plan features that's easy to understand for all involved parties, across both self-managed and SaaS subscriptions.
The Provision Group within Fulfillment owns the process that provides customers with access to GitLab paid products. This includes every step from point-of-purchase to a customer having access to their GitLab subscription. We also improve the subscription management experience of GitLab customers and internal team members.
For GitLab customers, we provide tools for subscription activation, de-activation, and reporting license usage. For self-managed customers, this includes Cloud License sync and offline usage data reporting. For SaaS customers, this includes namespace association and usage data syncs.
For GitLab team members working in support and operational roles, our group strives to reduce the need for their involvement in provisioning and subscription usage management. This is achieved through automating processes, clearer documentation, and customer empowerment.
For GitLab team members working in sales and customer-success roles, we work to provide real-time insight into the current state of subscription provisioning and customer usage data. This allows these teams to facilitate accurate renewals, add-ons and upgrades with the latest subscription information.
We use performance indicators to track our progress towards our team's mission. Currently, our PI's include the three metrics outlined below. The status of these PI's is reviewed monthly with product leadership. For the latest metrics, see our GitLab Internal Handbook.
Over the next 12 months, the Provision team has three primary objectives:
For a full list of our upcoming and ongoing projects, check out our GitLab Epic Roadmap.
In August 2021, we introduced Cloud Licensing. Cloud Licensing provides an improved activation and subscription management experience for self-managed customers. This year, we're focused on increasing Cloud Licensing adoption to ensure more GitLab customers are able to benefit from this functionality. This is being done with the release of Offline Cloud Licensing and making Cloud Licensing the default activation method.
A major focus this year is on providing our internal customer-facing team members with the information they need to facilitate a positive customer experience. This includes visibility into provisioning status and license usage data collected as part of Cloud Licensing.
Another primary focus this year is on addressing some of the common license-related bugs impacting customers and our internal support teams. As GitLab has scaled, the complexity of our licensing logic has grown as well, resulting in multiple customer and support pain points. We hope to take the time this year to identify areas for reducing complexity in our code, as we believe this will help to address many longstanding bugs. Some of the primary pain points we are working to address are outlined in more detail in our internal handbook page.
As outlined above, the Provision team is focused this year on key efficiency gains and reducing complexity in our current processes. As we are able to complete these improvements, the team is planning to shift focus towards building a state-of-the-art provisioning system.
Some initiatives related to this effort we are currently looking into are: