User wants to trial a plan other than Gold on GitLab.com (BSS first triages as appropriate, then passes to .com Support Internal Issue
User receives an error during the purchasing process within the customers portal, initially triaged by BSS, then if needed Fulfillment
User wants the red renewal approaching banner message in their Self-Managed system removed, customer needs to upload working license
User doesn't know the steps to purchase a GitLab.com subscription
User doesn't see their group during purchase process, they need to create their group or associate their GitLab.com account with their portal account. If there's an error, send to .com Support
User doesn't understand how true-up works
Instructions for activating the license key
User wants to know when they will receive the license key
User doesn't renew paid Self-Managed plan, what happens to the license and features, BSS triages with initial explanation and also cc's Sales
A customer reports problems when registering their license key
inquiries routed to Sales:
If the person is already a customer, the BSS emails the Account Executive. If the person is not a customer, the BSS asks the SDR Regional leads for EMEA, APAC and AMER/LATAM in SFDC chatter group ZD-newbusiness who should be cc-ed in an email for the inquiry.
Regional Leads for SDRs:
AMER/LATAM - Mona Elliot
APAC - Jay Thomas-Burrows
EMEA - Elsje Smart
User reports an inability to upgrade from one paid plan to another, cc Account Owner on reply to customer + internal note asking BSS to let BSS know they got it and can close case
User is on a trial and wants to purchase a paid plan, cc Account Owner on reply to customer + internal note asking BSS to let BSS know they got it and can close case
Customer wants to pay by anything other than a credit card, cc Account Owner on reply to customer + internal note asking BSS to let BSS know they got it and can close case
inquiries routed to .com Support:
User wants to trial a plan other than Gold on GitLab.com (BSS first triages as appropriate, then passes to .com Support Internal Issue
