The Problem - Customer Perspective
The customer has decided that GitLab is their tool of choice going forward, but has concerns about realizing the value of GitLab quickly and seamlessly. These concerns can be in various areas:
GitLab Professional Services helps organizations reduce time to market by accelerating the adoption of modern software delivery methods.
"The whole is greater than the sum of its parts" - and this is particularly true in modern software development. GitLab enables all aspects intrinsic to software delivery, and we provide specialized training in these practices, such as CI/CD, version control, metrics, and more.
Adopting GitLab gives you the best-of-breed Concurrent DevOps tool on the market while Professional Services will help you also align your people and processes to match.
Our Professional Services team is made up of not only GitLab subject matter experts but seasoned DevOps professionals who have experience in deploying and maintaining both large-scale applications as well as creating and teaching best practices throughout the SDLC. Our experts help lead Concurrent DevOps Transformations, providing direct support to our customer’s strategic business initiatives. Their experience with other Fortune 500 enterprises allows you to crowd-source your enterprise’s digital transformation.
GitLab's Professional Services team exists to enable you to realize the full value of your GitLab installation. We can provide direct implementation support to ensure your GitLab installation is resilient and secure. We also offer migration services to facilitate your transition to GitLab by delivering a clean dataset to resume operations at once. Our education and specialized training provide training in best practices, such as CI/CD, version control, metrics, and more.
To discuss our services offerings with prospects, it is often helpful to have a few slides to describe the role of the professional services team. Feel free to use this deck directly - however if you'd like to modify it please first make a copy.
The Professional Services Data Sheet provides a word-document style detailed description of the services offering that exist. This document is meant to be customer facing.
The goal of the services calculator is to provide the sales team with the ability to self-serve and create a ROM package for a customer with the minimal amount of information. You can get access to the service calculator here.
Our customer's needs vary greatly depending on their experience with GitLab, their current business practices and where they fall on their journey along the DevOps Maturity Model.
As such, our Implementation Engineering group has some package options that give a general ROM cost figure for the scope of engagement but can customize those packages based on the customer's need. The best way to elicit this would be a discovery call with the customer. However, you can use the services calculator above to get a rough order of magnitude as well.
Any discounts will need approval from Director of Customer Success.
We do not currently have an hourly or daily rate. Nor do we plan to have an hourly rate. Just as with GitLab support, the mission of our Implementation Engineering group is not to bill hours, but to achieve success for our Customers. So just as we don't offer support by the call or by the hour, we do not offer Professional Services by the day or the hour.
In the future, we may have a daily rate or a daily rate for on-site support. However, we currently do not for the same reasons listed above.
If the customer is an EE customer, we can offer training. However, training will need to be scoped out by the customer success department before quoting a price. The account executive will also be required to provide the use case for the need for just training. Example use case might be: Customer is under license utilization and we need to prevent churn, help expand usage into additional groups and other business units.
GitLab CE is ideal for personal projects or small groups with minimal user management and workflow control needs. Because these groups don't typically need a lot of focus on scaled implementation or training, we currently do not offer implementation, integration or training services to our CE customers. Many of our partners offer such services. However, we find that many customers who have been running a CE instance and are looking to transition to a scaled implementation of GitLab may require a Discovery Engagement to determine the customer's long-term needs.
If a customer is upgrading from CE to EE, Professional Services should be engaged to scope out the requirements for the transition if the customer will need services in the transition.