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Education, Open Source and Startup programs

Overview

Workflow for our complimentary initiatives:

  1. GitLab for Education
  2. GitLab Open Source Program
  3. GitLab Startups Program

Managing these programs include monitoring of:

  1. SFDC chatter tab - for mentions of @Community Advocate inside SFDC
  2. Zendesk views: Education, Open Source, E-mail, Suspended tickets (for File {FileExternalID2} has been signed at GitLab notifications)
  3. Slack channels: #education-oss

Workflow

graph TB a4-->c2 a5-->d1 c1-->a1 d2-->c3 c2-->a5 c3-->d3 d3-->c4 subgraph DEAL DESK d1(Approve Opportunity
in Salesforce)-->d2(Send quote to Zuora) d3("Send activation
instructions
via e-mail
(optionally also
license key)")-->d4("Create Renewal
opportunity
(1 year)") end subgraph CUSTOMER c1>Submit form] c2(Sign quote) c3(Accept EULA) c4{Self-hosted?} c4--"Yes (Ultimate)"-->c5(Install license key) c4--"No (Gold)"-->c6(Authenticate groups) end subgraph COMMUNITY ADVOCATE a1(New lead OR
updated Contact
in Salesforce)-->a2(New Opportunity
in Salesforce) a2-->a3(New Quote
in Salesforce) a3-->a4(Send Quote
with Sertifi) a5(Send Opportunity
for approval
in Salesforce) end

Determine if the application is valid

Education program

Open Source program

Startups program

Processing approved applications

Step 1: Create an opportunity

  1. Make sure that the Billing Address is entered correctly
  2. If you're working with a Lead object, click on Convert (attach to the existing Account if possible). If you are working with an existing Contact click on New Opportunity.
  3. The Opportunity name should follow this format: CompanyName-NumberOfUsers Product Program [w/ Support] (e.g. ABC University-100 Ultimate EDU or ABC University-100 Ultimate YCStartups w/ Support)
  4. Turn off the Reminder
  5. Set the Initial Source to Education/OSS (only when working with an existing Contact)
  6. Type - New Business
  7. Close date - Today
  8. Stage - '6-Awaiting Signature'
  9. Set the Amount to $0.00 if they didn't purchase support or the annual amount of the support price if they did

Step 2: Create a new Quote

  1. If prompted, choose New Billing Account
  2. Quote Template - UNLIMITED ORDER FORM V3.2 w_ EDU ADDENDUM / UNLIMITED ORDER FORM V3.2 w_ OSS ADDENDUM / NEW STARTUP YC $0
  3. Sold to and Bill to Contacts are the Primary Contact
  4. Start Date - Today
  5. Turn off Auto Renew and click Next
  6. Add base product - Ultimate - 1 Year (EDU or OSS) / Ultimate - 1 Year (Y Combinator)) or Gold Plan - 1 Year (EDU or OSS) / Gold Plan - 1 Year (Y Combinator) with or without support and click Save
  7. Quantity - enter the number of seats and click Submit

Step 3: Send the quote to the customer

  1. Navigate to the created Quote and click Generate PDF
  2. Send the Quote to the customer by clicking on Sertifi eSign button. Use an adequate email template and click Next. Select the newly created PDF and verify it is rendered properly with Preview.

Step 4: Submitting the Opportunity for the approval

  1. When the customer signs the quote, we will receive the notification that will end up in the Suspended tickets view in Zendesk and will look like this: File {FileExternalID2} has been signed at GitLab. Use that ticket to find the related Opportunity in SFDC, update the Close date to today and click on Submit for Approval.
  2. Once approved, sales-support will send the quote to Zuora, and the click-through EULA will be automatically sent. After it is accepted, the license key will be sent (for Ultimate), or instructions for authenticating a group (for Gold). Also, a renewal opportunity will be created.

Renewal process

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

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

  1. Navigate to the original (Closed Won) Opportunity and click New Add On Opportunity
    • Opportunity name - CompanyName-Add [Quantity] [Product] EDU (e.g. Oxford University- Add 25 Ultimate EDU)
    • 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

Best practices

How to structure your projects

We drafted a set of best practices for overcoming challenges that you might encounter as a result of our decision to offer only one Education license per institution. There are also a couple of points clarifying who can participate in this offer and under what conditions.

Customers portal

It can be used for:

LicenseApp

Public Sector exception

EULA modification requests

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 sales-support for them to approve

Adding Credit Card details

Resolving users over license issue

If users used more seats during the previous year than they paid for, this error will appear:

Other

Email templates

Below are email templates that can be used for communicating with Education program participants.

Rejecting Students

Hello,

Thanks for your interest in GitLab and applying to our Education Program!

We are so excited that you would like to learn about GitLab. Unfortunately, we are unable to accept your application because you do not meet our [eligibility requirements](https://about.gitlab.com/terms/#edu-oss).

Your application indicates that you are currently a student. Our GitLab Education Program only offers a centralized license to the University via a campus faculty or staff member. Please encourage a University representative to apply [here](https://about.gitlab.com/solutions/education/).

In the meantime, please check out our [free subscription](https://about.gitlab.com/pricing/#gitlab-com) for GitLab.com or a [free download](https://about.gitlab.com/pricing/#self-managed) of our core self-managed offering. You can also apply for a [30-day trial](https://gitlab.com/-/trials/new) if you’d like to try out some more advanced features.

We encourage you to check out all of our content at [GitLab Learning Tracks](https://about.gitlab.com/training/) to get started on your GitLab Journey.

Best regards,

The Education Program Team

Collecting participants' usage data

Hello, 

Thanks for your interest in GitLab and applying to our Education Program! 

In order to qualify for a free Educational Program License, we need to verify that your use case meets the requirements of our [End User License Agreement](https://about.gitlab.com/terms/#edu-oss). Note that University infrastructure operations and information technology operations do not fall within the stated terms of the Education Program. See our [FAQ section](https://about.gitlab.com/solutions/education/#FAQ) for additional details. 

Also, note that we issue only one license per campus. We recommend coordinating with other departments and requesting the total number of seats needed at this time. The primary contact will be able to request additional seats if more are needed at a future date. 

Lastly, once we receive verification of the use case and number of seats we will send a quote with the End User License Agreement attached. Only signatures by faculty or staff with proper signing authority on the behalf of the University will be accepted. If you do not meet these requirements, please include the contact information of the authorized representative. 

In order to proceed, please reply to this email with verification of the use case and any adjustments needed to the number of seats or primary contact information. 

Once we receive the above information, we will process your request and return a renewal quote for signature. Please allow a minimum of 10 business days for return. 

Please email us at education@gitlab.com with any questions. 

Best regards, 

The Education Program Team

Notifying that the Education license has already been issued

Hello, 

Thank you for applying for the GitLab Education program! 

Our records indicate that {Department Name*} already has been issued an Education license at the {University Name}. At this time, we are only able to issue one license per University. 

We encourage you to reach out to {Department Name*} to coordinate an email request for additional seats under the existing license to accommodate your use case. Please note that the additional seats must also meet the [End User License Agreement](https://about.gitlab.com/terms/#edu-oss). Note that University infrastructure operations and information technology operations do not fall within the stated terms of the license agreement. If your use case does not meet the terms, we are happy to connect you with our sales team. 

Please feel free to reach out to us with additional questions. 

Best regards, 

The Education Program Team

*Avoid using contact's name for privacy reasons.

Requesting renewal information

Hello, 

Thank you for being a valued GitLab Education Program participant! 

We noticed that your original Education License is set to expire soon. We hope you choose to renew and would like to assist you in the process. 

In order to renew, please reply directly to this email with the following information: 
Your original license is for {insert license type}. You are able to request more seats at this time if needed. Please indicate the number of seats for the renewal.  
Please verify the use case for the license. Specifically, we need verification that the use meets the [End User License Agreement](https://about.gitlab.com/terms/#edu-oss). Note that University infrastructure operations and information technology operations do not fall within the stated terms of the Education Program. See the [FAQ here](https://about.gitlab.com/solutions/education/#FAQ). 
Please include the full name, email address, and phone number of the primary contact who will be signing the renewal quote. Only signatures by faculty or staff with proper signing authority on the behalf of the University will be accepted.

Once we receive the above information, we will process your request and return a renewal quote for signature. Please allow a minimum of 2 business days for return. 

Please email us at education@gitlab.com with any questions. 

Best regards, 

The Education Program Team

Instructions for 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

Sending a quote to the customer through Sertifi

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

Automation