When a customer with the Gemstone Ruby or above purchases or upgrades GitLab, an onboarding object is automatically created.
The Technical Account Management team are subscribed to a Customer Onboarding Report in Salesforce which is sent every Monday. A standing report of Customer Onboarding (by TAM) is also available.
Handy tip: In order to delete an onboarding object, you must first make yourself the owner of it.
The goal of the issue template is to help Technical Account Managers more consistently deliver a more thorough onboarding experience for customers, so they are set-up for success. If an item in the checklist doesn't make sense for a particular customer, mark it complete and leave a note in the comments.
In order to complete the onboarding object, the onboarding survey must be sent to the customer. Be sure to send a personalised email to the team of people in the customer's organization that you have been working with throughout the onboarding time-box: Here is the link to the survey.
An overview of these tools is recorded in this video (internal link).
GitLab offers a variety of support options for all customers and users on both paid and free tiers. For customers on Standard and Priority support tiers please address the below items when submitting a support ticket:
Provide as much detail as possible during the first submission of the ticket
Try and avoid requesting a call during the initial ticket submission. We would like to keep all communication within the ticket and attempt to resolve the issue here before going to a call.
If a call is necessary, the support engineer will invite your team to a call via the ticket
The purpose of a playbook is to build standardized, repeatable and scalable processes. A playbook helps you quality assure the basics of your customer success methodology. All of our playbooks will be stored on our GDrive under