|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|
aka the portal, the customers' app, the subscription portal
The customer portal is a GitLab created and managed application: there are three related applications: customers.gitlab.com, version.gitlab.com, and license.gitlab.com.
The customer portal integrates with many of our other tools.
Tier 1 systems would include the license application, Zuora, Stripe, and Salesforce.
We use the label
EntApp Ecosystem to alert other teams to what we are working on that could affect the data or operations of another team.
Notes to be turned into proper documentation
Important to know
Silent Profileis used temporarily when the customer should not receive notifications
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:
When might Billing cancel and/or downgrade a subscription?
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:
Help with my license
ZD-newbusinesswhere 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.
formfrom the value
Upgrades, Renewals & AR (refunds)to
Accounts Receivable/Refunds. This puts the ticket into the Billing Team's queue which they then manage.
Emails notifications are sent through Mailgun
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 Alex Westbrook
Directly Responsible Individual Jack Brennan