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Education and Open Source

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Overview

Description of the workflows when handling Gold/Ultimate license requests for the Education or Open Source initiatives.

Workflow

Education channel workflow

Public Sector exception

Step by step

  1. All data submitted through forms on our website land on Salesforce
    • as Lead object for new users
      • Make sure that we didn't already approve a free license for that Company, and that Billing Address is entered correctly
      • Convert Lead to Opportunity
        • Opportunity name - CompanyName-NumberOfUsers Product Source [w/ Support] (e.g. ABC University-100 Ultimate EDU or ABC University-100 Ultimate EDU w/ Support)
        • Account Name - Attach to Existing if possible, or Create New Account if not
        • Turn off the Reminder
    • or as an addition to the existing Contact object for existing users
      • Click on 'New Opportunity' and follow the same steps as for leads
        • Initial Source - EDU/OSS
        • Close date - Today
        • Stage - '00-Pre Opportunity'
  2. Select the newly created Opportunity and create a new Quote
    • Select New Billing Account (only for the existing users)
    • Quote Template - Ultimate or Gold Free (EDU and OSS)
    • Sold to and Bill to Contacts are the Primary Contact
    • Start Date - Today
    • Turn off Auto Renew and click Next
    • Add base product - select Ultimate or Gold for EDU/OSS with or without support and click Save
    • Quantity - enter the number of users and click Submit
  3. Generate PDF
  4. Send the Quote for signing
    • Click Sertifi eSign
    • Use an adequate Sertifi eSign email template and click Next
    • Select the newly created PDF and verify it is rendered properly with Preview
    • Send the Quote for Signature and click Return
  5. Hover over opportunity link and click Edit
    • Type - New Business
    • Close date - Today
    • Stage - 6-Awaiting Signature
  6. Make sure to send a follow-up email after the quote is sent (if you didn't already reach out to them before creating the quote)

After the quote is signed you need to close the opportunity.

Additional steps for OSS program:

Suspended tickets view

We need to check this Zendesk view periodically because it contains two useful type of notifications:

  1. File {FileExternalID2} has been signed at GitLab
    • This means that the quote is signed. Find the appropriate opportunity by name and submit it for approval
  2. GitLab Quote for X Documents will expire in 3 days
    • Reach out to the contact and ask if there is something that needs to be changed on the quote or if there are other reasons for the delay. Change the status of the opportunity if they want to cancel their application.

Delete the ticket once you take the appropriate action to keep this view clean.

Best practices

Customers portal

It can be used for:

LicenseApp

Changing EDU/OSS terms

  1. Send a legal request to legal@gitlab.com and wait for approval
  2. Navigate to Quote, generate Word, modify it (amend new terms at the bottom of the quote) and export as pdf
  3. Navigate to Opportunity, hover over Notes & Attachments and click Attach File
    • Choose the updated pdf, click Attach File and then click Done
  4. Once the quote is approved, the EULA will automatically be sent to the user, but it won't reflect the changes that were proposed
    • Override the EULA acceptance by manually entering today's date in customers portal
    • This won't trigger the LicenseApp to send the license key, so ping Ruben to send it manually

Creating an amendment for the existing subscriptions (adding more seats)

  1. Navigate to the original New Business (Closed Won) Opportunity and click New Add On Opportunity
    • Opportunity name - CompanyName-Add [Quantity] [Product] (e.g. Oxford University- Add 25 Ultimate)
    • Update: Initial Source to EDU/OSS, Close date to Today and Stage to '00-Pre Opportunity'
  2. Select newly created Opportunity and create a new Quote
    • Update: Select Billing Account to existing billing account and Choose Quote Type to amend existing subscription for this billing account and click Next
    • Click Next again (you can change signer if needed)
    • Click on + Add Products, select Ultimate or Gold and click Save
    • Adjust the Quantity to however NEW users they want to add
    • Find where the old product purchase is listed, click downward arrow and click Remove and then Submit
  3. Generate pdf or Word document and proceed as usual

Once the the quote is singed and approved, the LicenseApp will provision a new key for the increased number of users

Renewal process

Community Advocates should process renewal requests for educational licenses. Please reassign everything related to this to Community Advocate in SFDC and we'll take it from there.
Additional steps when creating a renewal quote:

  1. Ask the account owner if it is okay to begin the renewal process
  2. Navigate to the Renewal Opportunity and create a new quote as usual
  3. When the Renewal Opportunity is missing, ping our Sales-Ops team on the SFDC record. If it's time sensitive, please also cc Alex Tkach or Francis Aquino.

The renewed license will become active only after the original expires (even if the renewal quote is signed before that).

Refund process

Processing tax exemption certificates

  1. Attach these documents in the notes and attachments section of the opportunity
  2. Enter the tax certificate ID in the Zuora quote. This should automatically remove the tax from the quote
  3. CC deal desk for them to approve

Adding Credit Card details

Resolving users over license issue

During the year before this license started, this GitLab installation had X active users, exceeding this licenses limit of Y by Z users. Please upload a license for at least X users or contact sales at renewals@gitlab.com

Other

Response templates

Authenticating Gold groups
Information for GitLab.com Gold Upgrades: Groups must follow these instructions to authenticate.

Your subscription has been uploaded and you may follow these instructions to authenticate your groups:

1. Please visit https://customers.gitlab.com/customers/password/new to reset your account password
2. After logging in, please access the "Subscriptions" menu
3. You'll be able to click on "Edit" over a subscription
4. You'll be redirected to GitLab.com for OAuth login
5. At this point, you need to make sure you're logging in using the account you want to license on GitLab.com
6. Please select the Group you want to license then click onto "Update"

Please let me know if you have any questions, always happy to help.

Regards,
YOUR_NAME
Sertifi eSign
Hello,

We’re excited to tell you that your application for the GitLab (EDU or OSS) program has been approved and processed.

This is the quote that you need to sign. After you sign, you’ll receive the End-User License Agreement (EULA) that you need to accept via email. Then, we'll either send your license key via email (for Ultimate), or further instructions on how to authenticate your groups (for Gold).

If you'd like to help us promote this program, we would really appreciate if you sent a tweet using the #movingtogitlab hashtag!

Regards,
YOUR_NAME
Education Applications rejection
Hi,

Thanks for applying to GitLab’s EDU program.

Unfortunately, we couldn’t accept your application. Please refer to the eligibility requirements listed at https://about.gitlab.com/education.

A common reason for rejection is students applying on behalf of their University. We’re only able to accept applications submitted by University staff, as part of the process is signing a legal document on behalf of the University.

Another common reason is duplicate applications. We’re only able to accept one application per University. This isn’t to discriminate against smaller independent groups at universities, but rather to prevent the program from growing into unmaintainability.

Regards,
YOUR_NAME

Automation