At GitLab, Professional Services (PS) is part of the Customer Success department. As such, you can engage with PS by following the guidelines for engaging with any Solutions Architect (SA). This process ensures that the Customer Success department as a whole can understand the inbound needs of the account executive and our customers.
You can also reach the group via the #professional-services Slack Channel.
To order Professional Services, the SAL or ISR creates an Opportunity in SFDC using the record type "Professional Services Only."
The next steps depend on whether the services needed are standard or custom.
Standard Services (non-customized): Sold using Professional Services SKUs with pre-defined statement of work (SOW) documents. These offerings do not require custom scoping and are ordered directly from Zuora in SFDC. Checkout our full catalog for a list of standard services currently offered.
Custom Services: Sold if standard services do not meet the needs of the customer, via a custom SOW using the Services Calculator.
Process for Sales Reps and SAs
For more details on selling professional services, see Selling Professional Services.
For information on how to position Professional Services to your customer, see Positioning Professional Services.
Often we are asked "what is your lead time for getting started with a project" or a customer may have a specific timeframe in which they want a project delivered. As there may be many projects and proposals in flight at any time, there are a few rules we use when prioritizing and scheduling engagements:
@ps-schedulingfor the latest lead time details in the #professional-services Slack channel if you need a more accurate estimate.
When scoping custom SOWs, the PS team partners with the SA to create a custom engagement that will help meet the customer's needs. Custom offerings must be reviewed and approved by the Director of Professional Services.
The SOW Proposal Approval Board is used to approve all SOWs before sending them to a customer.
SOW approval workflow labels
The labels are (from left to right):
Open: This issue has been created by the Services Calculator and waiting for the SA to confirm
proposal::Scoping: Gathering information from the account team and customer required to scope the engagement
proposal::Writing: The PS team is finalizing the terms of the SOW
proposal::Cost Estimate: The Manager, Professional Services is preparing a cost estimate using the SOW Cost Estimate Calculator for margin calculation purposes
proposal::Ready For Approval: The PS team has completed the SOW, and it is ready to be approved by the Director of Professional Services.
proposal::Approved: The SOW is ready to be sent to the customer by the account team. Once sent, this issue can be closed
NOTE: Issues that have not been updated by an SA in the last 30 days will be automatically closed.
For scheduling specific customer engagements, we currently are slotting implementations while our group grows to support the demand for services. If you have a concern about scheduling the engagement, this should be discussed at the Discovery phase. If you want to check availability, ask the Sr. PS Project Coordinator by tagging the group
@ps-scheduling in the #professional-services Slack Channel. In no case should you commit to dates before receipt of Signed SOW, agreements, P.O., etc.