Community Programs workflows have been automated since FY23Q3. For details on the team's legacy workflows, see the Community Programs Legacy Application Workflow handbook.
The goals of this handbook page are to:
The Community Programs team partners with a third party, SheerID, to assist in processing applications to community programs.
The Community Programs team processes applications to GitLab's community programs with a seven-stage workflow:
|0. Application||Applicant completes an application form and submits it for eligibility verification.|
|1. Verification||SheerID and/or Commuity Programs team verifies applicant's eligibility.|
|2. Booking||Successfully verified applicants receive an email with instructions for activating complimentary GitLab licenses. Applicants receive coupon codes and enter those codes during checkout via a program-specific checkout page in the GitLab Customer Portal.|
|3. Provisioning||Subscription licenses are provisioned through the web direct process on the GitLab Customer Portal.|
|4. Compliance||(Stage handled by Sales-Support and Billing Ops teams.|
|5. Renewal||Program members receive notifications when their subscriptions are due to expire. They also receive insturctions for renewing those subscriptions.|
|6. Support||Both new applicants and renewing members can seek support for issues they encounter during most stages of the application process.|
SheerID hosts applications for the GitLab for Open Education and GitLab for Open Source programs. All communications (email and browser notifications) sent during the verification phase for these two programs are hosted and sent by SheerID.
SheerID provides customer service specific to GitLab. MySheerID is the customer portal for the verification system. The portal contains details on each application form, a reporting system, and account settings. Anyone requiring access to the MySheerID portal can request an account through an access request.
The application to GitLab for Startups is a Marketo form.
The DRI for SheerID is Christina Hupy. We review GitLab's contract with SheerID on an annual basis. Costs are based on the total number of verifications across all programs.
The verification process differs by program. See these handbook pages for more detail:
The links below contain helpful resources for navigating the SheerID review portal:
Upon successful verification, applicants receive an email with instructions for obtaining their licenses. These instructions include a unique coupon code generated by the fulfillment team at GitLab (via a coupon code generator). The DRI for the coupon code generator is the fulfillment team. To generate new coupon codes, open an issue (example) in the
Additionally, note the following:
number of applications expected per quarter+
number of expected renewals*
an average re-verification factor.
The success email applicants receive contains a direct link to a program-specific page in the Customer Portal. These program-specific pages are not available directly in the GitLab Customer Portal; they are only accessible via links in success emails.
During the checkout process:
The GitLab for Startups Terms:
If you meet the requirements of the GitLab for Startups Program, you will be eligible to receive twelve (12) months Ultimate [SaaS or Self-Managed] at no cost, without Support. Renewal of the User(s) will be at the current published List Price. Your use of the GitLab Software is subject to the GitLab Subscription Agreement. Software is provided as “Free Software”.
Licenses are provisioned directly during process via the WebDirect flow.
Sales-Support and Billing Ops handle compliance-related issues. This stage results in granting the license and notifying the customer of how to access the licenses.
Applicants renewing their program memberships must re-apply to their respective programs to ensure continued eligibility. To do this, they use the same application forms they used when initially enrolling in the program.
The success email will contain a direct link to a program-specific page for each program (Education/Open Source) in the GitLab Customer Portal. The program-specific pages are not available directly in the GitLab Customer Portal without the direct link. The applicant will need to enter the unique coupon code during the checkout process. Links for community-specific customer portal are here.
Each step of the automated application workflow has different set of potential errors and related support workflows.
|Verification||SheerID Application||False Rejection EDU||SheerID||Contact SheerID from Rejection Email.|
|Verification||SheerID Application||False Rejection OSS||@bbehr / Open Source Program team||Contact email@example.com from rejection email|
|Verification||SheerID Application||Never received success email||SheerID||SheerId Help Center FAQ - Form resends email|
|Verification||SheerID Application||Deletes success email.||SheerID||SheerId Help Center FAQ - Form resends email|
|Verification||SheerID Application||Form not responding or something goes wrong with form.||SheerID||Contact SheerID Support Team|
|Verification||SheerID Application||Applicant makes a case to SheerID that EDU rejection was in error but SheerID cannot resolve.||@c_hupy / Education Program team||SheerID emails firstname.lastname@example.org with details. GitLab EDU team resolves.|
|Booking||GitLab Customer Portal||Coupon Code has already been used||GitLab Support||Error message on the portal.
|Booking||GitLab Customer Portal||Coupon Code is invalid||GitLab Support||Error message on the portal.
|Fulfillment||GitLab Customer Portal||Any problems with Customer Portal itself after coupon code succeeds.||GitLab Support||Open Support Ticket
|Fulfillment||GitLab Customer Portal||If the applicant enters the incorrect number of seats or choses the incorrect hosting type (self-managed or Saas) and the license has already been granted, the application will need to obtain an add on quote to change the license parameters||Community Programs||Email