You can also watch the sales enablement session about how to sell services.
There are 4 main steps for selling Professional Services:
The SAL/ISR can find the general services the PS team offers on the services page or for more details specific SKU offerings, on the full catalog. The SAL/ISR can pull the SA in for help selecting services needed based on customer requirements.
The SAL/ISR creates a Professional Services Only opportunity.
If the customer only needs standard services from the service catalog, the SAL/ISR can generate the quote from within the newly created SFDC PS opportunity by:
Add Add on Products.
Select Planto see the current SKU offerings that can be added to the opportunity.
This process will generate a services description document that the SAL/ISR can and should share with the customer without additional approval. The SAL/ISR should meet with the customer to review the service deliverables, duration, and pricing and should confirms no customizations are needed. Again, can pull in the SA for assistance if needed.
If the SAL/ISR/SA determine that the customer requires additional services outside of those listed in the full catalog, the SA should initiate a scoping engagement with the PS team by opening the Services Calculator and filling out the information required. If you don't know the specifics, you can leave the defaults and submit it. This will add an issue to the Sr. Engagement Manager's queue to follow with you. Check out the detailed steps below for custom-scoped engagements for more details.
For standard SKUs, the service description document is generated directly from SFDC/zuora under the quotes section. Upload the signed version of this document when you receive it from the customer.
For custom scoped SOWs, once you receive the SOW from the Sr. Engagement Manager and have gotten it back from the customer with signature, attach it to the SOW doc to the SFDC PS opportunity.
Once the services have been rendered and the project is closed, the SAL/ISR should obtain signatures from the customer. The SAL/ISR should move the opportunity to
Closed Won status
Once the agreement is
Closed Won, ask in the
@ps-scheduling group in the #professional-services slack channel to help schedule the delivery of services.
Yes - for off the shelf items, we have SKUs.
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 Professional Service 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.