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Email and Zendesk Macros

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Overview

This page holds the email templates used to interact with people who are intereted in our community programs (GitLab for Education, GitLab for Open Source, GitLab for Startups.

Since we interact with program members and applicants mainly via Zendesk, we have created Zendesk macros for most emails we need to send.

The macros below are organized into the various stages of our community programs application workflow.

Using Gmail as an alternative to Zendesk

We use Zendesk to interface with our community in most cases.

However, in some cases, like when you need to loop in a Sales representative, you may need to send an email from your Gmail inbox instead. That's why this page mainly holds Zendesk macros, but also includes email templates at the end.

When sending from your Gmail account, be sure to send these emails from the education@gitlab.com / opensource@gitlab.com / startups@gitlab.com email alias. To configure your inbox, follow these instructions or take a look at the official GMail documentation.

If you end up using Gmail on a regular basis, consider adding the relevant templates to your Gmail inbox by enabling templates and creating a template.

Community program workflows and common tasks

Since this page is part of the community program application workflow, the following pages hold more context on when to use each of the macros and email templates:

Zendesk Macros and Email Templates

A Zendesk macro is essentially an email template that allows you to send messages that are often used.

Below are Zendesk macros that are regularly used when communicating with community program participants. We have mapped them out to match the various phases of the community program workflows.

Not everyone at GitLab can access the Community Zendesk instance, so this page is meant to document all of the Zendesk macros we use. This provides transparency around our messaging, and it also allows others to integrate with our workflows.

Below, you'll find macros that are program specific. Macros which span multiple programs are designated as "Common Requests."

Zendesk Macros - the basics

How to send a Zendesk Macro

  1. Choose an appropriate macro from the Apply Macro dropdown at the bottom of the page.
  2. Add the name of the contact to the salutation Hi {NAME} if it hasn't been added automatically. The contact's name is generally found in the Zendesk ticket or in the Salesforce record.
  3. Read through the macro. Fill in or change any details needed.
  4. Add your name to the close if it hasn't been automatically populated. e.g. Best Regards, {YOUR NAME}.
  5. Check tags to make sure you're including the correct ones, and send!

How to edit or add a new Zendesk Macro

If you'll need to send a message more than once, consider creating a Zendesk macro to save time. When creating or editing a new macro, make sure to document it on this page.

Here's how to edit or create Zendesk Macros.

Handling Zendesk Ticket Status

Use the following guidelines when processing tickets for all programs.

Ticket Details Ticket Status and Actions Needed
License issue or legal case that needs follow up open ticket
Need follow up from another individual or program manager open ticket + tag a teammate in the ticket and post in the #community-programs Slack channel for support
Waiting on the customer to respond to a ticket pending ticket
No response is needed or expected solved ticket
Adding notes to the ticket to address later new ticket + leave internal notes

Common Requests - Zendesk Macros

The following Zendesk macros are meant to help you interface with people interested in one of our community programs. We've designated them as common requests because they can be used for multiple programs.

For more context on when to send them, please reference the Community program workflow page.

Pre-Qualification Phase

Common Requests:: Application form not visible

Metadata Description
Description Send to users who cannot see the application form
Available for All Agents
Actions Add:Comment/Description Add tags: troubleshooting Add tag for oss, edu, or startups

Hi {{ticket.requester.first_name}},

Thanks for your interest in GitLab for {Education/Open Source/Startups}. The application form is likely not visible in your browser because it is being blocked by a content or privacy blocker.

In order to view the form, navigate to your browser's security and privacy settings, and turn off blocking for the GitLab for {Education/Open Source/Startups} site. Please also check that you have accepted personalization cookies.

Please let us know if you have any further questions. We look forward to your application!

Best regards,

{{current_user.first_name}}

Qualification Phase

Common Requests:: Pandemic response

Metadata Description
Description Add this into an email if you need to respond about qualification options due to the pandemic
Available for All Agents
Actions –

Unfortunately, the pandemic has affected a lot of organizations, and we understand the strain that puts on resources. We're unable to enroll everyone into our free community programs, but we'll work with you to find the best path forward. Thank you for your patience during this process!

Common Requests:: Handing off to sales team - Send via Gmail

Metadata Description
Description SEND VIA GMAIL so you can cc a Sales rep. Send when you need to hand the relationship over to Sales because they don't qualify
Available for All Agents
Actions Add:Comment/Description Add tags: troubleshooting sales-handoff Add tag for oss, edu, or startups

Hi {{ticket.requester.first_name}},

Thanks for your reply. I have shared your contact information with our sales representative in your region, {NAME}. {NAME} is copied here and will be following up to schedule a call with you.

{EDU: I am happy to continue to work with you and your institution on any further needs you have regarding the GitLab Education Program. Please do not hesitate to reach back out to us at education@gitlab.com}

{OSS: I am happy to continue to work with you and your institution on any further needs you have regarding the GitLab Open Source Program. Please do not hesitate to reach back out to us at opensource@gitlab.com}

{Startups: Please let me know if you have any other questions regarding our Startups Program. Please do not hesitate to reach back out to us at startups@gitlab.com}

Best regards,

{{current_user.first_name}}

Booking Phase

Common Requests:: Outdated Order Form

Metadata Description
Description Send this to a customer if you're having trouble processing their application due to a quote signed with an outdated order form
Available for All Agents
Actions Add:Comment/Description Status: Pending Comment Mode: Public Assignee: Current User Add tags: license Add tag for oss, edu, or startups

Hello {{ticket.requester.first_name}},

We have made some recent changes in our technical workflow within the application process. Thus, any quote signed before 4/2/2021 will need to be updated with our new order form and re-signed to complete the final steps of the application process.

We apologize for this inconvenience and we appreciate your understanding.

I've emailed a new quote for you to sign via DocuSign.

Please let me know when you have signed the revised quote!

Thanks,

{{current_user.first_name}}

Common Requests:: Error with processing application - Salesforce error

Metadata Description
Description Send this to a customer if you're having trouble processing their application and experience delays
Available for All Agents
Actions Add:Comment/Description Add tags: troubleshooting Add tag for oss, edu, or startups

Hello {{ticket.requester.first_name}},

Thanks for providing the additional information! It looks like you still qualify for the GitLab for [Open Source/Education/Startups] program and we'll go ahead and process your [application / renewal request].

Unfortunately, I ran into an error while trying to [process your application/begin the renewal process], so I've escalated the issue internally. If we have any other questions for you, we'll let you know.

In the meantime, thank you for your patience! We'll continue to process your [application/renewal] as soon as possible.

Best,

{{current_user.first_name}}

Common Requests:: Send Quote via Email

Metadata Description
Description Booking Phase: Send this when customer is having trouble with eSeritif and the quote needs to be sent manually
Available for All Agents
Actions Add:Comment/Description Status: Pending Comment Mode: Public Assignee: Current User Add tags: license Add tag for oss, edu, or startups

Hello {{ticket.requester.first_name}},

We’re excited to inform you that your application for the GitLab {EDU/OSS/YC} program has been approved and processed.

Please sign the attached quote and return it via this email address. After you sign, you’ll receive further instructions on how to either access the Customer Portal to download your license key (for self-managed), or further instructions on how to authenticate your groups (for SaaS).

Did you know that your license includes access to our world-class Community Forum? Sign up today and enjoy the power and knowledge of the wider GitLab community. Visit forum.gitlab.com to get started!

Best regards,

{{current_user.first_name}}

BEFORE SENDING - make sure the quote pdf has been attached. Then remove this line.

Common Requests:: Request modification to our terms

Metadata Description
Description Send this to a customer if they're requesting modification to our terms
Available for All Agents
Actions Add:Comment/Description Add tags: troubleshooting Add tag for oss, edu, or startups

Hello {{ticket.requester.first_name}},

Thanks for your interest in our GitLab for {Education/Open Source/Startups} program.

At this time, we are generally not able to accommodate modifications to our end user license agreement. Slight modifications may be accepted, but will need to be reviewed and approved by our legal team. We cannot guarantee approval or turn around time. {For EDU: Additionally, we cannot accept addendums provided by the applying institution}.

In order to submit modifications, please reply to this email and attach a document with the specific requested changes.

Please let us know if you have any further questions. We appreciate your patience.

Best,

{{current_user.first_name}}

Common Requests:: License Update

Metadata Description
Description Add this to tickets with PDFs of the signed quote once you've uploaded to Salesforce and submitted for final approval
Available for All Agents
Actions Add:Comment/Description Add tags: license Comment mode: Private Assignee: Current Useer Status: Solved Add tag for oss, edu, or startups

Processed

Provisioning Phase

Common Requests:: Authenticating SaaS

Metadata Description
Description Send if they did not receive instructions for activating SaaS
Available for All Agents
Actions Add:Comment/Description Set tags: troubleshooting, license Comment mode: Public Status: Pending Add tag for oss, edu, or startups

Hi {{ticket.requester.first_name}},

Thank you for your inquiry.

Please try the following steps to troubleshoot. If that doesn't work, then please submit a support ticket by following the instructions here: https://about.gitlab.com/support/#issues-with-billing-purchasing-subscriptions-or-licenses. Our Support team is best suited to help with license issues once our team has granted them.

Link your accounts

Associate the subscription to the namespace

Please let us know if you have any other questions.

Best,

{{current_user.first_name}}

Common Requests:: Self-managed license download instructions

Metadata Description
Description Instructions for how to access their self-managed license
Available for All Agents
Actions Add:Comment/Description Set tags: troubleshooting, license Comment mode: Public Assignee: Current User Status: Pending Add tag for oss, edu, or startups

Hi {{ticket.requester.first_name}},

Thank you for your inquiry. In order to activate your self-managed subscription, you'll need to access the license file we sent you.

To do so, please do the following:

  1. Sign in to the GitLab Customer Portal using the account name and email you provided during initial application or renewal. Reset the password if necessary.
  2. Navigate to Manage Purchases and the license will be available for your download.

Please let us know if you have any other questions!

Best,

{{current_user.first_name}}

Multiple Phases or Other

Common Requests:: Internal Support Ticket Filed

Metadata Description
Description Send this if you need to file an internal support ticket to escalate an issue
Available for All Agents
Actions Add:Comment/Description Add tags: troubleshooting Add tag for oss, edu, or startups

Hello {{ticket.requester.first_name}},

Thanks for reaching out! I have internally escalated the issue you've reported and will let you know when we have a status update or if we have any questions for you.

Please feel free to write back to check in on the status if you do not hear back in about 3 business days.

Thank you!

Best,

{{current_user.first_name}}

Common Requests:: Delayed Response

Metadata Description
Description Use when we are experiencing a high volume of requests
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, oss Comment mode: Public Status: Pending

Hi {{ticket.requester.first_name}},

Thank you for your patience with our delayed response time.

We are currently experiencing a high volume of requests and it is taking longer than usual for us to respond.

If future requests are urgent, please include "URGENT" in the subject line of your email and we will do our best to prioritize your request.

Best,

{{current_user.first_name}}

Common Requests:: Redirect Technical Support Question to Forum - Support

Metadata Description
Description Send to users who ask for help troubleshooting or who have technical questions
Available for All Agents
Actions Add:Comment/Description Status: Solved Add tags: troubleshooting Add tag for oss, edu, or startups

Hi {{ticket.requester.first_name}},

Thanks for reaching out! Unfortunately, we can only help with GitLab for [Open Source/Education/Startups] program-related questions here.

For help with troubleshooting and technical questions, we encourage you to post on the GitLab Forum. We have support engineers, product managers, and other GitLab team members who regularly monitor the forum and help users.

I'll close this issue as solved for now, but please feel free to respond if you have any specific questions about the GitLab for [Open Source/Education/Startups] program.

Best,

{{current_user.first_name}}

Education program - Zendesk Macros

The following Zendesk macros are meant to help interface with people interested in our GitLab for Education program. For more context on when to send them, please reference the Community program workflow page.

Pre-Qualificaiton Phase

EDU:: Basic info on EDU program

Metadata Description
Description Pre-Qualification Phase: Providing basic information and links regarding the Education program.
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Pending Add tags: license Comment mode: Public

Hello {{ticket.requester.first_name}},

Thanks for your interest in our Education Program at GitLab!

If you would like to learn more about our program please visit our Education Program Website and our handbook. If you wish to apply, please fill out our application form. Specific program requirements can be found here.

We encourage you to apply to our program by filling out the application form. Once you apply, one of our team members will reach out to you directly! Please note that it may take up to 10 business days for us to review your application.

If you have any additional questions please feel free to contact us at education@gitlab.com.

We look forward to hearing from you!

Best regards,

{{current_user.first_name}}

Qualification Phase

EDU::EDU Rejecting Students

Metadata Description
Description Qualification Phase: Send this email to reject a student applicant
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Solved Add tags: license, edu/oss-rejection Comment mode: Public

Hello {{ticket.requester.first_name}},

Thanks for your interest in GitLab and for 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 program requirements.

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.

In the meantime, please check out our free subscription for GitLab.com or a free download of our core self-managed offering. You can also apply for a 30-day trial 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 to get started on your GitLab Journey.

Best regards,

{{current_user.first_name}}

EDU::EDU Requesting Email Domain

Metadata Description
Description Qualification Phase: Send this email if the applicant applies with an email address that does not use their institiution email domain
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Solved Add tags: license Comment mode: Public

Hello {{ticket.requester.first_name}},

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

In order to qualify for our Education Program, the applicant must use an official email address from the same domain as the institution applying. Please submit the application again using the same email domain as the institution.

Best regards,

{{current_user.first_name}}

EDU::EDU Requesting Non-Profit Verification

Metadata Description
Description Qualification Phase: Send this email to collect non-profit status information
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, edu Comment mode: Public Status: Pending

Hello {{ticket.requester.first_name}},

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

In order to qualify for our Education Program, we need to verify that the Educational Institution you are applying on behalf of is a non-profit entity. Applications from for-profit educational entities do not qualify. Please see our handbook for more details on GitLab for Education Program requirements.

Please respond to this email with proof that the Educational Institution you are applying on behalf of is a non-profit entity. Acceptable proof can consist of a webpage on your institution's domain or an official document.

Best regards,

{YOUR NAME}

EDU::EDU General Rejection

Metadata Description
Description Qualification Phase: Send this email to reject an applicant based on status or use case.
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Solved Add tags: license, edu/oss-rejection Comment mode: Public

Hello {{ticket.requester.first_name}},

Thank you for the additional details regarding your institution and proposed use of GitLab. Unfortunately, your application does not qualify for our GitLab for Education Program. Please see our program requirements and our handbook for more details on the program requirements including the types of educational institutions that qualify and acceptable use cases. Please feel free to email us directly with questions.

We are happy to connect you with a sales representative within your region to discuss licensing options.

Would you like us to connect you with our sales team?

Thanks again,

{{current_user.first_name}}

EDU::Collecting EDU qualification info

Metadata Description
Description Qualification Phase: Requesting qualification information on use case.
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Pending Add tags: license Comment mode: Public

Note: you can remove any sections that they have already provided.

Hello {{ticket.requester.first_name}},

Thanks for your interest in GitLab and applying to the GitLab for 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 GitLab for Education Program requirements. Once we receive verification of the use case, we will send a zero dollar quote with the End User License Agreement attached.

In order to proceed, please reply to this email with the following:

Once we receive the above information, we will process your request and return a quote for signature. Please allow a minimum of 10 business days for return. You can email us back at education@gitlab.com with any questions.

Best regards,

{{current_user.first_name}}

EDU::EDU Second email asking for participants data

Metadata Description
Description Qualification Phase: Requesting qualification information on the use case for the second time
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Pending Add tags: license Comment mode: Public

Hello {{ticket.requester.first_name}},

Thanks for your reply. In order to process your application we need more details on how the license will be used at your educational institution. Please see our GitLab for Education Program requirements.

In order to proceed:

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,

{{current_user.first_name}}

Booking Phase

EDU::EDU E-signature request via DocuSign - Salesforce

Metadata Description
Description Booking Phase: Send this email via DocuSign when you send the quote in Salesforce
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, edu Comment mode: Public Status: Solved

Hi {{ticket.requester.first_name}},

Your GitLab for Education {application/renewal request} has been approved!

Please e-sign this quote and the terms and as the next step.

Feel free to email education@gitlab.com if you have any questions.

Thank you, {{current_user.first_name}}

EDU:: EDU new application approval Zendesk notification

Metadata Description
Description Booking Phase: Send this email via DocuSign when you send the quote in Salesforce
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, edu Comment mode: Public Status: Solved

Hello {{ticket.requester.first_name}},

Thank you for applying to the GitLab for Education program!

Your application has been approved and I've emailed a quote for you to sign via DocuSign.

Once we receive your signed quote it will be submitted for final approval.

Please feel free to email education@gitlab.com if you have any additional questions or need support with the quote. Be sure to check your spam folder for the quote if you do not receive it shortly.

Best regards,

{{current_user.first_name}}

EDU::EDU welcome

Metadata Description
Description Booking Phase: Send this welcome email after the signed quote has been submitted for approval
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Solved Add tags: license Comment mode: Public

Hello {{ticket.requester.first_name}},

We submitted your signed quote for final approval and you will be receiving an email with instructions for accessing the license within 1-day.

In the meantime, welcome to the GitLab for Education Program! We are thrilled to welcome you aboard.

Here are a few steps to get started:

We want to learn more about all the exciting things you do with GitLab!

Please reach out to us directly at education@gitlab.com for questions regarding your subscription renewal. For technical Q&A please visit the Education category on the GitLab Forum.

We look forward to hearing from you soon!

All the best,

{{current_user.first_name}}

Renewal Phase

EDU::EDU Requesting Renewal Information

Metadata Description
Description Renewal Phase: Requesting additional information needed to renew Education license
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, edu Comment mode: Public Status: Pending

Hello {{ticket.requester.first_name}},

Thank you for being a valued GitLab Education Program member!

{We noticed that your 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:

Steps for adding a new account owner:

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,

{{current_user.first_name}}

EDU:: EDU Renewal quote sent - Zendesk notification

Metadata Description
Description Renewal Phase - Booking: Send to applicants once you send the renewal quote to sign via DocuSign
Available for All Agents
Actions Add:Comment/Description

Hello {{ticket.requester.first_name}},

Good news! Your renewal request has been approved and I've emailed a zero dollar quote for you to sign via DocuSign.

Once we receive your signed quote it will be submitted for final approval.

Please let us know if you have any additional questions or need support with the quote. Be sure to check your spam folder for the quote if you do not receive it shortly.

Best regards,

{{current_user.first_name}}

Support's Renewal Template (via General::EDU Renewal Response Zendesk Macro)

Hello {Name}

Thank you for reaching out to GitLab support.

In order to renew your GitLab for Education license, please email education@gitlab.com with the following information:

Steps for adding a new account owner:

GitLab Account button in the Customer Portal.

I'll close this request but if you have any questions or issues simply reply back and it will reopen the ticket.

Best regards,

{{current_user.first_name}}

EDU::EDU Renewal Thank You

Metadata Description
Description Renewal Phase: Send to program members who have completed the renewal process after the signed quote is returned and submitted for approval
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, edu Comment mode: Public Status: Pending

Hello {{ticket.requester.first_name}},

Thank you for renewing your GitLab for Education Program Subscription!

We've been adding to the Education Program and are excited to share some updates with you!

Here are a few of the highlights:

We want to learn more about all the exciting things you do with GitLab!

Stay tuned for more exciting to come!

Please reach out to us directly at education@gitlab.com for questions regarding your subscription renewal. For technical Q&A please visit the Education category on the GitLab Forum.

We look forward to hearing from you soon!

All the best,

{{current_user.first_name}}

Multiple Phases or Other

EDU::EDU Announcement

Metadata Description
Description Booking and Renewals Phase: Add this to the end of emails if there are any special EDU program announcements we're making. Link to issue with announcements
Available for All Agents
Actions Add:Comment/Description

Did you know that your Education License includes access to our world-class Community Forum? Sign up today and enjoy the power and knowledge of the wider GitLab community. Visit forum.gitlab.com to get started!

Open Source program - Zendesk Macros

The following Zendesk macros are meant to help interface with people interested in our GitLab for Open Source program. For more context on when to send them, please reference the Community program workflow page.

Pre-Qualification Phase

OSS:: OSS Basic Program Information

Metadata Description
Description Pre-Qualification Phase: Send this email to provide basic information to program inquiries
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Pending Add tags: OSS Comment mode: Public

Hello {{ticket.requester.first_name}},

If you would like to learn more about the program, please visit our Open Source Program Website.

We encourage you to apply to our program by filling out the application form. Once you apply, one of our team members will reach out to you directly.

OSS:: OSS new app need more info

Metadata Description
Description Qualification Phase: Send to new OSS applicants that have not sent all of the information needed.
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Pending

Best regards,

{{current_user.first_name}}

Qualification Phase

OSS:: OSS new app need more info

Metadata Description
Description Qualification Phase: Send to new OSS applicants that have not sent all of the information needed.
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Status: Pending

Hi {{ticket.requester.first_name}},

We have received your application for the GitLab for Open Source program.

In order to process your application and decide whether your project qualifies for the program, we need more information.

Please send the following:

We recognize that people applying to this program may not have everything set up on GitLab yet, but we require some minimum set up to occur so that we can verify that the project meets our program's requirements.

If you have any questions, please let us know.

Thank you,

{{current_user.first_name}}

OSS:: OSI-approved license

Metadata Description
Description Qualification Phase: Ask them to add OSI-approved licenses to their project
Available for All Agents
Actions Add:Comment/Description Add tags: troubleshooting Status: Pending

Hi {{ticket.requester.first_name}},

Thank you for applying to the GitLab for Open Source program!

I see that you have linked to an OSI-approved license in your application, but you'll need to apply it to each project in your group before we're able to proceed. It should be added to the LICENSE file so that it shows up in the overview section of the project. This allows contributors to see it at a glance.

It's best to copy and paste the entire license into the file in its original form. Here is an example of a project you can refer to: https://gitlab.com/BuildGrid.

Unfortunately, it'll default to "All rights reserved" if there's no license file mentioned, so you'll need to ensure that you add the correct license to each project within your group.

Please let us know once you've updated the license file for all of your projects and we'll happily proceed considering your application.

Best regards,

{{current_user.first_name}}

OSS:: Clarifying "not-seeking-profit" req and Qualification Examples

Metadata Description
Description Qualification Phase: Send this if you need to clarify our non-profit requirement or provide qualification examples
Available for All Agents
Actions Add:Comment/Description Add tags: OSS

Hello {{ticket.requester.first_name}},

Thank you for reaching out.

Can you please clarify your use case? Our goal is to support open source projects that do not have a dedicated income (donations are ok). If someone is developing an open source project and charging for services around that or charging for higher tiers that include the core open source project, we classify them as a company, and we're unable to provide our top tiers for free to them at this time.

I'm including more information below on some qualification criteria that helps guide our decision for granting free licenses. Please let me know if you have any questions. If you no longer qualify, we can help connect you with a sales representative so that they can help you find a solution for your use case.

Best,

{{current_user.first_name}}

Examples of OSS projects that usually qualify: Receives Donations – The software is being developed by a community that gathers donations for covering costs.

Has an open governance model – Projects with open governance models are likely to be accepted. For more information about open governance models, see this open source governance model article. The only model in there that would NOT qualify is the corporate governance model.

Examples that usually do not qualify: Open Core – The software is being primarily developed by a company that uses the software for its core or base product. The company charges for use of the software at higher tiers.

Charging for Services – The software itself is not being sold but the open source project is being primarily developed by a company that charges for services around that open source project.

OSS:: Qualification error, OSS federal exception rejection, and sales intro

Metadata Description
Description Qualification Phase - Send this VIA GMAIL so you can cc a Sales Rep if you initially approved the OSS application but can no longer move forward with it bc customer doesn't actually qualify
Available for All Agents
Actions Add:Comment/Description Add tags: federal-exception, rejection Status: Solved

Hi {{ticket.requester.first_name}},

I apologize for the confusion, but as your case was being reviewed, someone caught something that I didn't catch: we have a Federal exception to our program, which means you do not qualify for the Open Source Program after all.

We periodically reassess our program offerings, so if you'd like to stay up-to-date with the latest community-related announcements, like this topic, we encourage you to "watch" the Newsletter subcategory on our forum: https://forum.gitlab.com/c/community/newsletter/5

I am happy to be able to connect you with a sales representative to discuss licensing options that will work best for your specific use case. I have CCed [ADD SALES REP NAME HERE] on this email communication. They will likely reach out in order to discuss how best to get you what you need.

I will go ahead and mark this ticket as 'solved' for now, but if you need anything at all, or if you have questions, simply reply to this thread and we will be here to help.

Best,

{{current_user.first_name}}

Booking Phase

OSS:: OSS e-signature request via DocuSign - Salesforce

Metadata Description
Description Booking Phase (new and renewals) - Send this to users via DocuSign on Salesforce when their application is approved
Available for All Agents
Actions Add:Comment/Description

OSS::OSS E-signature request via DocuSign - Salesforce

Metadata Description
Description Booking Phase: Send this email via DocuSign when you send the quote in Salesforce
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, edu Comment mode: Public Status: Solved

Hi {{ticket.requester.first_name}},

Your GitLab for Open Source {application/renewal request} has been approved!

Please e-sign this quote and the terms and as the next step.

Feel free to email opensource@gitlab.com if you have any questions.

Thank you, {{current_user.first_name}}

OSS:: OSS new application approval - Zendesk notification

Metadata Description
Description Booking Phase: Send this email via zendesk when the application has been approved and you have already sent the quote via DocuSign on Salesforce
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, oss Comment mode: Public Status: Pending

Hello {{ticket.requester.first_name}},

Thank you for applying to the GitLab for Open Source program!

Your application has been approved and I've emailed a quote for you to sign via DocuSign.

Once we receive your signed quote it will be submitted for final approval.

Please feel free to email opensource@gitlab.com if you have any additional questions or need support with the quote. Be sure to check your spam folder for the quote if you do not receive it shortly.

Best regards,

{{current_user.first_name}}

OSS:: OSS Welcome (new applicants)

Metadata Description
Description Booking Phase: Send this once you have submitted their signed quote for a new subscription for approval
Available for All Agents
Actions Add:Comment/Description Status: Solved

Hello {{ticket.requester.first_name}},

We've submitted your signed quote for final approval and you should receive instructions on how to activate your license soon.

In the meantime, welcome to the GitLab for Open Source Program! We are thrilled to welcome you aboard.

Please reach out to us directly at opensource@gitlab.com to process your renewal next year, or for any questions regarding the GitLab for Open Source program. For technical Q&A please visit the GitLab Forum.

We look forward to hearing from you soon!

All the best,

{{current_user.first_name}}

Here are a few steps to get started:

First, we’d love to meet you! Please visit the GitLab Forum and introduce yourself by navigating to the Community Category, clicking +New Topic, and using the introduction tag. Here is an example with a template to follow!

The GitLab forum is a great place to connect with fellow community members + Q&A. Our team regularly interacts with the community and answers questions there, and we have over 15k members who can also help you get up and running with GitLab!

Some other tips:

Stay tuned for more exciting things to come!

Renewal Phase

OSS:: OSS Renewal Reminder and Request for Info

Metadata Description
Description Renewal Phase (Qualification): Send this email to collect renewal information for the OSS program
Available for All Agents
Actions Add:Comment/Description Add:Comment/Description Assignee: Current User Set tags: license, oss Comment mode: Public Status: Pending

Hello {{ticket.requester.first_name}},

Thank you for being a valued GitLab Open Source Program participant!

We noticed that your Open Source License is set to expire soon. We hope you choose to renew and would like to assist you in the process. Our program requirements may change from time to time, and we'll need to make sure that you continue to meet them. If you do not, we'll work with you to make transitions as smooth as possible.

If you do not renew your membership for any reason, your account will be downgraded.

In order to renew, please reply directly to this email with the following:

To help us find your account:

To help us make sure you still qualify:

To help us plan for the next year:

If you have any questions, or if you no longer qualify for our GitLab for Open Source program for any reason, please reach out to us at opensource@gitlab.com.

Best regards,

{{current_user.first_name}}

OSS:: OSS Renewal quote sent - Zendesk notification

Metadata Description
Description Renewal Phase - Booking: Send to applicants once you send the renewal quote to sign via DocuSign
Available for All Agents
Actions Add:Comment/Description

Hello {{ticket.requester.first_name}},

Good news! Your renewal request has been approved and I've emailed a zero dollar quote for you to sign via DocuSign.

Once we receive your signed quote it will be submitted for final approval.

Please let us know if you have any additional questions or need support with the quote. Be sure to check your spam folder for the quote if you do not receive it shortly.

Best regards,

{{current_user.first_name}}

OSS:: OSS Welcome (Renewals)

Metadata Description
Description Renewal Phase - Booking: Send this when you have submitted the signed OSS renewal quote for final approval
Available for All Agents
Actions Add:Comment/Description Status: Solved

Hi {{ticket.requester.first_name}},

We just submitted your signed quote for final approval and your renewal should be finalized soon. If you experience any problems, please let us know.

I'm including some information for you below about getting more plugged into the GitLab community. Thanks again for being part of the GitLab for Open Source program!

Best,

{{current_user.first_name}}

In case you didn't already know about the forum:

First, we’d love to meet you! Please visit the GitLab Forum and introduce yourself by navigating to the Community Category, clicking +New Topic, and using the introduction tag. Here is an example with a template to follow!

The GitLab forum is a great place to connect with fellow community members + Q&A. Our team regularly interacts with the community and answers questions there, and we have over 15k members who can also help you get up and running with GitLab!

Some other tips:

Stay tuned for more exciting things to come!

Multiple Phases or Other

OSS:: OSS Announcement

Metadata Description
Description Booking and Renewals Phase: Add this to the end of emails if there are any special OSS program announcements we're making
Available for All Agents
Actions Add:Comment/Description

We also invite you to participate in our upcoming user conference, GitLab Commit (Aug 26th)! It’s an all-day virtual conference so that you can join no matter your time zone. We hope to see you there!

OSS:: OSS Rejection

Metadata Description
Description Qualification and Renewals Phase - Send this email to reject applicants if they do not qualify for the OSS program
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags: license, oss, rejection, edu/oss-rejection Comment mode: Public Status: Pending

Hello {{ticket.requester.first_name}},

Thank you for being patient while we reviewed your case.

Unfortunately, we are unable to accept you into our program at this time.

The goal of the GitLab for Open Source program is to support open source organizations that are:

[POSSIBLE ADDITION: We periodically reassess our program offerings and are hoping to launch a non-profit program in the near future that you may qualify for.]

We periodically reassess our program offerings. If you'd like to stay-up-to-date with the latests community-related announcements like this, we encourage you to "watch" the "Newsletter" subcategory on our forum.

We are happy to connect you with a sales representative to discuss licensing options that will work best for your specific use case. Would you like us to connect you with our sales team?

Best regards,

{{current_user.first_name}}

Linux Foundation Member Projects

Metadata Description
Description Send this to the legal team to request a modification of the OSS order form
Available for All Agents
Actions Add:Comment/Description

Hi legal team,

This organization is part of the Linux Foundation and should be bound by the same negotiated terms of service. We need your help modifying the order form to refer to the negotiated terms. Here is a link to the issue with more context about these negotiated terms: https://gitlab.com/gitlab-com/legal-and-compliance/-/issues/464

Here are the needed documents and references:

Thank you!

Startups program - Zendesk Macros

Pre-Qualification

Startups:: Providing basic program information

Metadata Description
Description Send this to users if they inquire about the GitLab for Startups program
Available for All Agents
Actions Add:Comment/Description Add tags: Startups

Hi {{ticket.requester.first_name}},

Thanks for your interest in our Startups Program at GitLab!

If you would like to learn more please visit our Startups Program Website, and the FAQ section.

We encourage you to apply to our program by filling out the application form. Once you apply, one of our team members will reach out to you directly!

If you have any additional questions please feel free to contact us at startups@gitlab.com.

We look forward to hearing from you!

Best,

{{current_user.first_name}}

Qualification

Startups:: YCombinator Batch Not Shown

Metadata Description
Description Send this to new applicants who can't select their batch from the application form
Available for All Agents
Actions Add:Comment/Description

Hi {{ticket.requester.first_name}},

Thanks for reaching out. Our page is a bit outdated and we'll be fixing it soon.

In the meantime, please go ahead and apply using another batch date via https://about.gitlab.com/solutions/startups/. Once you've done that please let me know and also please send a screenshot of your bookface page showing that you're a YCombinator startup.

Once that's done, I'll be happy to help process your application.

Thanks, and please let me know if you have any questions.

Best,

{{current_user.first_name}}

Startups:: Qualification for program

Metadata Description
Description Send this to ask for proof that they qualify
Available for All Agents
Actions Add:Comment/Description Add tags: startups

Hello {{ticket.requester.first_name}},

Thank you for your interest in the GitLab for Startups program!

Currently, only members of the current or two most recent YCombinator batches can apply.

If you are a member of the current batch and haven't yet presented on Demo Day, please send us a screenshot of your Bookface homepage or some other kind of proof.

If you do not currently qualify for our Startups program, please let us know if you'd like us to connect you to a Sales representative who can help you find the best solution for your use case.

Best regards,

{{current_user.first_name}}

Startups:: Need info about product and seats

Metadata Description
Description Send if they did not request a certain product or number of seats
Available for All Agents
Actions Add:Comment/Description

Hi {{ticket.requester.first_name}},

Thanks for applying to our Startups Program at GitLab! In order to process your application, we need more information about your request.

Can you please let us know which product you're interested in (SaaS on GitLab.com, of self-managed), and how many seats you'd like?

Once we have that information, I'll issue a zero dollar quote for you to sign and once we receive that and it's approved, we'll issue your license.

If you have any questions, please let us know!

Best,

{{current_user.first_name}}

Startups:: Startup Rejection

Metadata Description
Description General Rejection for Unqualified Startup Applicaion
Available for All Agents
Actions Add:Comment/Description Status: Solved Assignee: Current User

Hello {{ticket.requester.first_name}},

Thanks for reaching out. Unfortunately, we are unable to accept you into our GitLab for Startups program at this time.

We may be expanding the program in the future, but for now, we are strictly accepting only Y Combinator startups. You can follow along this epic if you'd like to keep up-to-date with our expansion plans. If you'd like you can add your use case to the relevant issue.

We are happy to connect you with a sales representative to discuss licensing options that will work best for your specific use case. Would you like us to connect you?

Best Regards,

{{current_user.first_name}}

Booking

Startups:: Startups Welcome

Metadata Description
Description Relates to the GitLab for Startups program. Send this when you Submit for Approval on Salesforce
Available for All Agents
Actions Add:Comment/Description Add tags: startups, new-application Status: Solved Assignee: Current User Comment mode: Public

Hello {{ticket.requester.first_name}},

We've submitted your signed quote for final approval and you should receive instructions on how to activate your license soon.

In the meantime, welcome to the GitLab for Startups Program! We are thrilled to welcome you aboard.

If you need help with anything, please reach out to us directly at startups@gitlab.com for questions regarding the GitLab for Startups program. For technical Q&A please visit the GitLab Forum.

For example, if you need to update the number of seats during your 12 month program membership, we can do that free of charge. If you wish to purchase a support package, we can help with that too.

When your 12 month Startups program membership nears an end, we'll send instructions for how to transition to a paid account, or you can write to us at startups@gitlab.com and request that we connect you to a sales representative who can help you find the right option for your specific use case moving forward.

We look forward to hearing from you soon!

All the best,

{{current_user.first_name}}

Welcome to the GitLab for Startups program!

Here are a few steps to get started:

First, we’d love to meet you! Please visit the GitLab Forum and introduce yourself by navigating to the Community Category, clicking +New Topic, and using the introduction tag. Here is an example with a template to follow!

The GitLab forum is a great place to connect with fellow community members + Q&A. Our team regularly interacts with the community and answers questions there, and we have over 15k members who can also help you get up and running with GitLab!

Some other tips:

Stay tuned for more exciting things to come!

Please reach out to us directly at startups@gitlab.com for any questions. For technical Q&A please visit the GitLab Forum.

We look forward to getting to know you better, welcome again to the GitLab Startups community!

Non-profits Program (not active yet)

We are currently exploring the creation of a non-profit program (see handbook page with more info). In the meantime, these responses help us respond to inquiries about the program's status.

Email Response to request from Sales

Hello {NAME},

Thanks for reaching out. This certainly does look like an interesting non-profit. Unfortunately, they do not qualify for any of our existing programs.

We currently do not have a formal non-profit program. Non-profit subscriptions are rarely granted as of now, and generally, the ones that are granted have a champion or approval from the E-group or Sales leadership. If you are able to obtain such support, we are able to help issue the license.

Here is our handbook link. Please let me know if you have any questions. At this time, I would recommend that they follow the issue in that handbook page and stay tuned. We hope to have more progress on this in the coming months.

We are happy to send our template non-profit response if you'd like.

Best Regards,

{YOUR NAME}

NP::Rejecting Non-profits

Metadata Description
Description Qualification Phase: Send this to non-profit organizations or companies who apply for an EDU license
Available for All Agents
Actions Add:Comment/Description Assignee: Current User Set tags:non-profit Comment mode: Public Status: Solved

Hi {{ticket.requester.first_name}},,

Thanks for your interest in GitLab and for sharing your amazing efforts with us! Unfortunately, at this time, the work you explained, does not qualify for one of our existing free programs(GitLab for Open Source, GitLab for Education, and GitLab for Startups).

We would absolutely love to support non-profit organizations, and are actively working towards doing so in the future! I hope you understand that we see the value in the work that you do, but our bandwidth is currently full with our existing programs. Please stay tuned on our non-profit issue and please feel free to add feedback for us.

In the meantime, please consider signing up for one of our free-tiers (SaaS or Self-Managed). That way we still get to work together.

Best regards,

{{current_user.first_name}}

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