tier one applications of lead to fulfillment
EntApp Ecosystem: in groups gitlab-com, gitlab-org; gitlab-services; gitlab-data; used for anything related to the enterprise application ecosystem integration and data flow
EntApp Integration Work: in groups gitlab-com, gitlab-org; used for flagging work that is specific to the enterprise application integrations
portal integration: in groups gitlab-com, gitlab-org; used specifically to flag work on the integration between the customer portal and Zuora or Salesforce
System Integrity: in group gitlab-org; used by the Fulfillment System Integrity team to flag work to improve the system reliability and integrations
Affects Salesforce: in group gitlab-org; used by the Growth team to flag any work that could affect data in Salesforce and indicates that the Sales Systems team should review the code
EntApp Gap: in groups gitlab-com, gitlab-org; used to flag gaps in automation of integrations in the Enterprise Application Ecosystem
Silent Profileis used temporarily when the customer should not receive notifications. note: this would prevent the system from making the license available in the portal.
Billing batches support more optimization of billing functions in Zuora.
Auto-renew functionality is distinct from billing batches. Auto-renew in the customer portal must be set by the customer and functionality in the customer portal is distinct from the functionality in Zuora.
auto-renew=false, but the customer can change it to
auto-renew=truefrom the customer portal
The defaults are related to the address delineating the entity based on the location of the customer. Country specification is unrelated to a close process. Note that the GitLab entity information will be populated via the following rules. This table is based on the ISO-2 billing country code of the direct customer or reseller we are delivering invoices to:
|Entity||Direct/Unauthorized Reseller||Authorized Reseller|
|BV (Netherlands)||NL||Not AU, DE, UK, or US|
|Ltd (United Kingdom)||UK||UK|
|Inc (United States)||Not AU, NL, DE, or US||US|
|Pty Ltd (Australia)||Not NL, DE, UK, or US||AU|
For example: a sales assisted customer or unauthorized reseller in the Netherlands (NL) will be billed out of GitLab BV; Germany from GitLab GmbH; United Kingdom from GitLab Ltd; any sales assisted customer outside these countries will be billed from GitLab Inc. an authorized reseller based on Germany will be billed from GitLab GmbH; United Kingdom from GitLab Ltd; United States from GitLab Inc; any resellers based outside these countries will be billed out of GitLab BV.
This flow diagram shows the current renewal email cadence, depending on auto-renew settings. Note: Email content cannot currently be tailored to SaaS vs. Self-managed.
Emails notifications are sent through Mailgun
Start Date (Subscription): the start date of this transaction
Subscription Term Start Date: the start date of the subscription itself
active_user_count: is pulling any user who is not blocked or deactivated, used in usage ping
current_active_users_count: the active user count applicable for billing purposes and captured in the daily cron job. This is labeled
billable_usersin usage ping. This value does not count the users which are not applicable to billing:
The customer portal intersects with Support, Billing, Sales, and Product primarily. Tickets come into the L&R queue in Zendesk generally three ways, generally prioritized as low:
by emailing email@example.com
by opening a support ticket and selecting
Help with my license
by filling out the form on the Renewals page The L&R Queue is a separate queue of Zendesk tickets that fall outside of the scope of customer product support; it's handled by Support by triaging the issue and rerouting the tickets to the appropriate team.
Passing to Sales: Pass tickets relating to IACV to Sales via cc to Sales in reply to ticket which sends an email to both customer and account owner. If an account is associated with the ticket, there's a ticket object in SFDC. It's then Sales's responsibility to continue the customer interaction and the BSS closes the Zendesk ticket.
Passing to Sales: If a ticket comes in and Support is unable to determine the account owner or the inquiry is related to new business, they reach out to the SFDC chatter group
ZD-newbusiness where the SDR Regional leads for EMEA, APAC and AMER/LATAM provide an answer.
Then Support cc's that person on the ticket and closes in Zendesk.
- Regional Leads for SDRs:
- AMER/LATAM - Mona Elliot
- APAC - Jay Thomas-Burrows
- EMEA - Elsje Smart
Passing to Billing: The mechanism to pass tickets to the Billing team is to open the ticket, then change the field
form from the value
Upgrades, Renewals & AR (refunds) to
This puts the ticket into the Billing Team's queue which they then manage.
Directly Responsible Individual James Harrison
Directly Responsible Individuals Amanda Rueda and Michael Karampalas
Directly Responsible Individual Donique Smit
Directly Responsible Individual Jamie Carey
Directly Responsible Individual Daniel Parker
Directly Responsible Individual Alex Westbrook
Directly Responsible Individual Jack Brennan
|Growth Group||Request Type|
|Expansion||How do I?, upgrades|
|Fulfillment||purchasing issues/requests, customers portal usage, subscription management|
|Retention||renewal, getting started, license, user management|