You can also watch the sales enablement session about how to sell services.
There are two different ways that services can be sold:
Generally, this process involves the creation of the baseline SoW and issue by the Solutions Architect. The SA then engages with the Professional Services team to get scoping questions defined and answered. After that, the SoW is finalized by the Profession Services team and approved by the VP of Customer Success.
proposal::Cost Estimatestep where a Manager of Professional Services will provide a cost estimate used to calculate the expected margin for the project. It will be completed and ready for the account team review within one (1) business week.
proposal::Approvedstep. Assign the issue to the SA for delivery to the customer via the account team.
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.