GitLab DEV which you will use to OAuth into the application.
Make sure to save these credentials as distinct from your regular GitLab credentials.A true-up is a back payment for a customer going over their license count during the previous year. We use the true-up model so that the license never becomes a barrier to adoption for the client.
At renewal, it is possible that our customers have miscalculated the number of true-up users required for their license.
The true-up must match the number of users over license data collected on their admin dashboard or else the license will fail to activate.
Example:
Customer purchased 10 users at the start of their subscription; during the year of their subscription, they had 12 total users in license, adding 2 additional. Their admin dashboard would read 2 users over license. At the time of their renewal, they will be responsible for paying for those 2 users over license (as true-up users), along with the number of total number of users they want in the renewal subscription. If the true-up is not added or has the incorrect number of users over the license, the license key will not work.
The customer is always free to renew for as many users as they would like, even if this number is lower than the previous year; the true-up amount just needs to be paid for in full.
If a customer is having issues obtaining the number of licenses needed to purchase, you can request a screenshot from them or else access their usage ping data through the version application. If there is no data available through usage ping, we can conclude that the usage ping has been disabled in the instance, and you will need to obtain this information manually.
Everyday during the subscription, the instance records the Active User count for the day.
The following users do not count as billable Active Users:
The “Maximum Users” count in the instance refers to this running list of active user counts and displays the maximum value.
Communicate to customer
- Navigate to the CustomersDot and sign in or reset the password if required
- Go to
Manage Purchases- Locate the subscription you wish to add more users to and click the button
Add more seats- Enter the additional amount of users you wish to have (i.e. you have 50 but want to have 60, so you have to enter 10)
- Click
Proceed to checkoutand finalize the purchase- You will receive amended license key via email afterward
GitLab DEV (required for license and version access).
You will use the dev credentials to OAuth into the license and version apps using login with GitLab so make sure to save these credentials in a way to differentiate them from your other GitLab credentials.When a license is sent, whether automated or manually, an activity is recorded in SFDC on the contact record.
Communicate to the customer
To help me provide better support for your renewal I'll need some more information, could you please provide a screenshot following the below instructions?
License as it's shown here and send it to me
Open an issue using the License Issue template.
Two options:
Support Request
Open an issue and request Support to do this.
Self Service: CustomersDot
Licenses only apply to self managed.
Note: There are no license keys provided for GitLab.com subscriptions
Please open an issue and request Support to do this.
For Trial Licenses:
expires at dateNameduplicate licensestarts at and expires at reflect the accurate dates for the trial because we cannot retract a license if you accidentally make the expiration date for a year from now they’ll have free access for a yearCreate LicenseGenerate License to Amend a True Up Problem (not for trial)
expires at dateNameduplicate licensestarts at and expires at dates are not changedCreate LicenseEnd User License Agreement (EULA), Terms of Service (TOS), or Term & Conditions (T&Cs) will be referred to generally as "Terms" in this documentation. Terms are applicable to all customers and are required to be accepted before using GitLab (self-managed or .com) even if it's a trial version.
The Terms are accepted upon installing the license into the Self-managed instance.
A EULA (End User License Agreement) or T&Cs (Terms and Conditions) are the legal agreements for the terms of use and privacy policy that customers and users must agree to before using our software. You can read through them on our company website.
A license is a string of characters that is tied to the customer's subscription or trial that has a start and end date. Without applying the license, the self managed software won't work as expected. It is sent to the customer via email or available for download after Terms have been accepted.
EULAs are no longer sent to the end user. The Terms are accepted upon installing the license into the Self-managed instance.
Submit an issue using the Plan Change Request template.
Thirty days - you can see the end date if a namespace is on a trial in the CustomersDot admin.
For trial extensions open an issue.
Plan Change Request template.
Plan Change Request template to have the plan manually changed.
Implementation of this feature is being discussed in this epic.Communicate to customer
- Have you created a group?
- If not, please do so; this documentation will help: https://docs.gitlab.com/ee/user/group/#create-a-new-group
- When you've created a group try the trial again using the email associated with that group here: https://customers.gitlab.com/trials/new?gl_com=true
- If you still run into an error please let me know and I'll have support manually upgrade your trial group.
trials@gitlab.zendesk.com and there is no SLAAsk the user to open a support ticket
Open an issue using the Plan Change Request template.
Always go to customers.gitlab.com and check whether their namespace is linked first. If not, then ask customer to login in their Web Store account and then click on change linked namespace to do so. It will resolve this issue. In case above method does not solves then ask the customer to open a Support ticket.
For individuals on GitLab.com, go to the user settings and at the bottom you see pipeline quotas where it shows the usage.
Group settings have a similar page, but they’ll see Usage Quotas.
They just need to reassociate it with the group.
Communicate to the customer:
To do this:
Note, if there are more users associated with the group (including its subgroups and nested projects) than what is included in your subscription, you will be charged for the overage of users during this last step.
opportunities and click into most recent purchase: should be renewal or new business, not add-onNew Add On Opportunity
New QuoteSaveSelf-managed
Communicate to the customer
- To finalize the order, please sign and date it on the second page and return all pages back to me.
- Afterward, you will receive an automated email with the license key as well as the invoice and we will charge your credit card.
Make sure they have added a credit card on the payment methods within the customers.gitlab.com Web Store.
SaaS Communicate to the customer
To finalize the order, please sign and date it on the second page and return all pages back to me. Afterward, your group will be upgraded with new users and you will receive the invoice and we will charge your credit card.
Make sure that the customer has created an account, as well as a group, in order for us to apply the subscription to their group appropriately.
nextrelated notes and attachments and select correct quotepreview/prefill documentpayment authorization without addressSaveExitsend for signatureWhen they return the signed quote, no need to ping deal-desk on chatter.
OR
tag Billing Ops in chatter on the opportunity with this request
Communicate to the customer
Self-managed:
To finalize the order, please sign and date it on the second page and return all pages back to me. Afterward, you will receive an automated email with the license key as well as the invoice for the wire transfer.
SaaS
Find the quote attached. To finalize the order, please sign and date it on the second page and return all pages back to me.
Afterward, your group will be upgraded with new users and you will receive the invoice for the wire transfer.
Note: SaaS does not have licenses.
If a customer requests to downgrade the product they are currently using, we are unable to process refunds within 45 days of purchase; however, we are able to downgrade their plan.
A customer can initiate a refund themselves:
Communicate to the customer:
You can get this charged reversed by reaching out directly to
AR@gitlab.com
If you have additional questions, please let me know!
If a customer requests to downgrade the product they are currently using, we are unable to process refunds within 45 days of purchase; however, we are able to downgrade their plan. You can initiate the refund for the customer:
ar@gitlab.com to request a refund for the customer.Sold To email address is the on for which customers.gitlab.com account is generated and where the license key is sent toBill To email address is the email address to which automatic message with the final invoice will be sent to onlyAll web direct orders are GitLab Inc. However, say you have an upcoming renewal that will be sales assisted where the customer previously purchased web direct, if the customer is located in one of the countries where we have another entity (UK, Germany, Netherlands, Australia), the renewal quote must reflect the correct entity. E.g. Customer in UK purchased web direct, at renewal (if sales assisted) the quote should reflect GitLab Ltd. (UK entity). This is to make sure we ask for Tax ID or VAT ID which prevents a customer from paying tax or VAT charges.
The following image reflects how inside the quote object you can change the entity to US.
Ask:
Is there a budget that you are looking to stay within that we should be mindful when considering your use case?