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.
PS uses the #professional-services slack channel to answer generic questions about services and to signal delivery of PS scoping work items like PS Engagement Estimates and SOWs. The private #professional-services-us-pubsec slack channel is used for US Public Sector services. Please request access to #professional-services-us-pubsec in #professional-services.
For team leads
Internal GitLab team leads can request training sessions delivered by Professional Services for their teams. Here are the steps for making a request.
For individual team members
Individual GitLab team members can request to audit a customer-facing training sessions delivered by Professional Services. Here are the steps for making a request to attend.
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 Professional Services Engagement Manager partners with the SA/CSM/SAL to create a custom engagement that will help meet the customer's needs, and push the SOW through the appropriate approval process. All Custom SOW's will require approval from PS Leadership.
The SOW Proposal Approval Board is used to progress all SOWs through the scoping and approval process before sending them to a customer for review and signature.
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 Engagement Manager to confirm
proposal::Awaiting_Discovery: Gathering information from the account team and customer required to scope the engagement
proposal::Strawman_WIP: The Engagement Manager is drafting an initial estimate for review
proposal::Estimate_Feedback: The Estimate is with the account team and/or Customer for review. The Engagement Manager is awaiting feedback and confirmation prior to moving to SOW.
proposal::SOW_WIP: The Engagement Manager is drafting the SOW and preparing a Cost Estimate using the SOW Cost Estimate Calculator for margin calculation purposes
proposal::Ready For Approval: The Engagement Manager has prepared the required SOW, and triggered the approval requests. Approvals are now required prior to releasing the SOW.
proposal::Approved: The SOW is now approved, and ready for execution. The SAL/AE should gain a Legal stamp via a Legal Case in SFDC before releasing the SOW for signature.
Currently, customer projects are scheduled in order as the opportunity is Closed-Won. Please discuss any concern about scheduling the project during the Discovery phase of the scoping process. As part of the Discovery phase, please update the Project Scheduling Intake issue. The Project Coordinator will use this information to review staffing. If there are lead time or availability questions, please ask the Enagagement Manager or Project Coordinator by tagging the group @ps-scheduling in the professional services slack channel. Please do not commit any project start dates prior to the SOW/contracts being signed without confirming with the PS Project Coordinator.
Once the opportunity is updated to Close/ Won, here are the next steps: