The Billing Operations Team is part of the Revenue Operations organization. Our Billing Team is responsible for the billing functions of our global account portfolio.
The Gitlab Billing Team comprises three regional teams:
Please see the internal Wiki Page for additional information & resources!
The Billing Team works closely with Sales, Deal Desk, Accounts Receivable, and Revenue Operations.
Avoid contacting any Billing team members directly via Slack. Please tag @billing-ops in the #Finance channel.
billing@gitlab.com@billing-opsQuestions on a Quote? Please contact @sales-support
Do not tag individual team members in opportunities. Using @billing-ops will ensure that your inquiry is supported quickly and will avoid any potential delays.
The Billing Team performs a billing reconciliation and Bill Run in Zuora daily.The daily bill run will encompass all closed won opportunities from the prior day.
The expected Deal Desk/Order Management to Stage Close Won cycle is 12-15 hours depending on the complexity of the opportunity
The expected Close Won to invoice cycle is 24-48 hours depending on the complexity of the related opportunity.
- Any manual updates to invoices concerning invoice templates should go through Legal.
- SLAs will not be applicable to any opportunity that is rejected due to any related booking error.
See also: Internal Billing Checklist
Salesforce is used for sourcing customers, creating quotes, and housing all customer information and supporting documentation. The Billing Team utilizes SFDC to view all related customer documentation and account information.
See also: Business Operations - Salesforce Reference
Zuora, a leader in the subscription management technology space, provides a platform which allows automation of subscription operations for businesses. We use Zuora's platform at GitLab to integrate with other platforms for billing and CRM, automate subscriptions flows and assist with reporting. The platform is considered the source of truth for many important business objects, like the product catalog, subscriptions, invoices, and more. See the Zuora Billing Tech Stack Guide for details regarding Zuora Billing implementation, including the Zuora Object Model and integrations with systems like CustomersDot.
ar@gitlab.comSee the Zuora Billing Tech Stack Guide for technical implementation details.
Zendesk is our support queue for customer inquiries. Each case is then converted into a Zendesk ticket and filtered into a View, ordered by category. As part of their daily workflow, the Billing Operations Team monitor these views and process tickets through completion.
See also: Zendesk
If you still can’t access your license, please create a support issue here.
Additional payment instructions are also available on your invoice under
bank information.
Payment MethodsAdd New Payment MethodGitLb currently supports various 3rd Party Billing Portals.
Customer billing portals are used for PO receipt and submission of invoices billed by GitLab to our customers.
When a customer advises you that they will need to be connected with GitLab via a 3rd party billing portal, please submit a request to AR@GitLab.com. This will allow the Billing Operations Team to confirm if a portal registration already exists.
AR@gitlab.comAR@gitlab.comAR@gitlab.comInternal Team Members, please see Customer Billing Portal Instructions for additional information and resources!
GitLab bills in USD only, without exception.
All applicable fees are due and payable as per our terms of service.
Section 6. PAYMENT OF FEES, article 6.7 in our standard terms of service.
6.7 Any unpaid Fees are subject to a finance charge of one percent (1.0%) per month, or the maximum permitted by law, whichever is lower, plus all expenses of collection, including reasonable attorneys’ fees. Fees under this Agreement are exclusive of any and all taxes or duties, now or hereafter imposed by any governmental authority, including, but not limited to any national, state or provincial tax, sales tax, value-added tax, property and similar taxes, if any. Fees under this Agreement shall be paid without any withholding or deduction. In the case of any deduction or withholding requirements, Customer will pay any required withholding itself and will not reduce the amount to be paid to GitLab on account thereof.
You can view our GitLab Subscription Agreement here
Currently all web-direct (portal) purchases are billed from our GitLab, Inc. (US) entity.
Manual (pro-forma) invoice modifications are only done in exceptional circumstances and have to be approved through the Billing Leadership Team. Please ensure that you have proper approvals prior to requesting invoice modifications.
Please review the billing account section of the customer account in Salesforce.
The billing account will provide all invoice and payment information available for the customer.
Internal Resource: How Can Sales View Invoices & Payment Info in SFDC
Locations Include the following:
Internal Resource: VAT & Sales Tax Information & Resources
See also: The GitLab Tax Team
Yes, Customers can view invoices in the GitLab Customers Portal! The customer account admin can access invoices by selecting the View Invoices option from the upper right hand option in the portal, then select the Download as PDF option to view any invoices that have been issued.
As a global company, GitLab has locations around the world.
Note: all initial web direct subscriptions ordered through the portal are placed on the US entity.
Clarification: If the initial order was invoiced by the DE entity -through a sales assisted order- and customer orders an add-on via the portal, the add-on will be invoiced by DE as well.
Important: In case of add-ons, the add-on quote/order form must reflect the same invoice entity that was on the initial/base deal.