This page lists some of the most common tasks, requests from applicants, and errors from our community program application workflow.
Sales will pass along qualified program applicants in a few ways. Some will ping the team in the
#community-programs or #community-relations slack channels. Others might reassign or ping program managers directly on Salesforce leads.
If a qualified applicant is referred to us:
A member may ask to change the account owner or have someone else sign the quote besides the person who applied. If the contact is not already in SFDC as a contact associated with an account, you will need to add them before you can use the contact as a Bill To or Sold To contact.
Standardthen click Continue
Education, OSS or Other
If a member ask us to switch from self-hosted to GitLab.com or vice-versa during the Subscription Term, please create an add-on opportunity and follow the amendment rules per B.
If a member may ask to add on support after a license has already been issued, please create the add-on opportunity and follow the amendment rules per 2B.
CompanyName-Add [Quantity] [Product] EDU(e.g. Oxford University- Add 25 Ultimate EDU)
Once the quote is signed and the opportunity is submitted for approval, the LicenseApp will provision a new key for the increased number of users.
VAT ID is not required for $0.00 transactions and additionally, many Education institutions are VAT exempt.
Once the quote is approved and the license has been delivered, the billing department will send an invoice where users can choose to pay via credit card, wire transfer or PO.
An applicant may email firstname.lastname@example.org and indicate that they signed the quote but have not yet received the license/subscription or instructions on how to access it.
For an overview of the process, see Associating CustomersDot Accounts.
A member may request that a license subscription be associated with a new account in the CustomersDot. The Sold To person on the original opportunity and associated quote is generally the account owner that the license is granted to in the CustomersDot unless an additional request was made. In order to change the account to which the license is associated with in the CustomersDot:
In some instances, institution administration will be required to sign for a license, but have no intention of being the GitLab account owner. This often occurs when the administration needs to provide official signature, but the individual professor or department head plans to own the account.
In this case, the contact who will be the license manager should be the Sold To contact on the quote. The *Sold To** contact will need to create a CustomersDot account to obtain the license. The contact who signs the quote, generally an institution administrator with authority to sign, will be the Bill To contact.
If users used more seats during the previous year than they paid for, this error will appear:
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 email@example.comTo resolve this issue, follow these steps:
Sometimes, applicants reach out for a renewal very close to the deadline and request an extension of their license while the renewal is organized.
If the Program Manager determines that an extension is appropriate:
Insert failed. First exception on row 0; first error: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY, insufficient access rights on cross-reference id...can be encountered while trying to send generated quote through Sertifi.
Please obtain the necessary approvals before generating document(s)can be encountered while generating .pdf or Word file of the quote.
The Zuora GetTax Call to Avalara returned the following errors(s): Address not geocoded. (Address cannot be geocoded). An exact street name match could not be found.......can be encountered after choosing the product on the quote and clicking submit.
In some cases, new opportunities need to be reviewed by our Legal team before we can process. If you try to create a quote on an opportunity that needs review, you will see an error indicating the opportunity has been flagged. If this happens:
If there is an open duplicate eSertifi record, reminder emails will continue to be sent. The email will appear as a ticket in Zendesk with the subject:
GitLab Quote for ____ and a note saying the GitLab agent is "sending a quote for signature".
In order to remove the un-needed record, and stop the reminders from the incorrect quote, follow steps in Section 4.
If you are not able to resolve a license request or problem with the above workflows, please proceed through the following steps:
If the license request is not urgent, please open an issue as explained in the Regarding Licensing Support table on the Working with GitLab Support handbook page. The issue will be automatically shared in the
#support-licensing-subscription Slack channel.
If the problem is urgent, or if it needs to be internally escalated, please see the details for support escalation and fill out the support escalation form accordingly. Add a link to any related issue you've already opened in the
Reason for Request field. When you submit the form, an issue is created in the support escalation issue tracker and a thread is started in the
#support_escalations Slack channel.
Once you've completed either of the steps above, make sure to add a link to the related Support issue in the Zendesk ticket you have open with the program member. Write an
Internal Note and submit the ticket as
Open so that you can keep an eye on it. You may need to follow up with the Support team to make sure that the issue gets resolved.
Chatter is the main method of communication between users and groups in SFDC. Chatter can occur at Account or Opportunity level. Chatter notifications for individuals can be found on the individual's home tab in SFDC.
The sales team might tag the Program Manager in expired opportunities that were never processed. This could be the result of an applicant deciding they no longer need a GitLab license, or a group not reaching out to renew their license. While it's not a priority, it's important these expired opportunities be processed in Salesforce.
Close Dateto today's date.
8- Closed Lost
Closed Lost/Unqualified Detailedsection to
otherand add details that say "Educational Institution did not reach out to renew" or "Educational Institution did not move forward with license"
If an error is made on a quote, for example, a missing zipcode or incorrect billing contact, you'll need to update and resend the quote via Salesforce and Sertifi.