Leads at GitLab are valuable, and do not age well. If we refer a lead to you, we have certain expectations on how it will be handled.
When GitLab refers leads to you, the lead will have received an email introduction to you first. That introduction may look a little like this (usually in local language):
I hope this finds you well.
Thank you for your interest in GitLab. Since you are in
Territory, and have begun an evaluation of GitLab EE, I wanted to introduce you to our local partner,
Partnercan be reached at
<GitLab@partnerTLD>. If you need any assistance during your evaluation, I would encourage you to reach out to them.
You are, of course, welcome to contact GitLab directly should you desire.
GitLab employee signature block
When responding to the customer, please be sure to BCC email to SFDC so that your activity is tracked.
If a lead is unmodified (by not having received a reply for instance) for 1 week, the lead will then receive a follow up email in English that looks like this:
I hope this finds you well. I wanted to follow up on our introduction of
partnerthe other day. Have you spoken with them yet? Is there anything that perhaps I can do for you?
GitLab employee signature block
If the lead goes a further week without being updated or responded to; then the lead will be reassigned to either a direct sales person or another reseller.
The steps to closing a deal are:
GitLab requires lead registration. This process is to let us know which deals you are working on so that we can plan accordingly, and also helps prevent channel conflict.
GitLab will not accept an order, give a quote, issue an evaluation license, nor pay commissions if a deal has not been registered.
The link to the deal registration form is located in the reseller project. Please do not share the URL of the deal registration form with anyone outside your company.
When you complete the form, we get notified and will allow us to do the following:
GitLab@partnerTLDemail address. See evaluations section below
Attached below is a sample quote. When you register a deal you will receive a quote that looks like this. Yours may differ slightly. This quote reflects your reseller price exclusive of incentive bonus's and is not meant for the end customer. You will need to generate your own quote to the end customer.
The quote will come with a Sertifi link. E-signing the quote with Sertifi will initiate the invoicing process and cause our systems to invoice you. Do not e-sign the quote until you are ready to be invoiced. Do not e-sign the quote if your customer will be paying us directly.
Note that our system will not let us generate a quote without an end user contact complete with address and postal code.
You can arrange for payment either via invoice, or your customer can pay us directly.
If your customer will be paying us directly, you must inform us of that before it happens, or risk getting credit for the opportunity. If they pay us directly, then you will receive your margin with your quarterly VIR cheque.
If your customer wishes to pay by credit card, you can simply direct them to
If your customer will be paying us via a Purchase Order, then you must email us a copy of the PO so we may invoice the customer. The best way to do this is to forward the PO to
cc: the customer, and
bcc: the Email to Salesforce address. This will make sure that the PO gets attached to the appropriate opportunity record.
To pay via invoice, simply e-sign the reseller quote to initiate an invoice then remit payment in USD to the appropriate bank:
250 Lytton Ave, 3rd Floor
CA 94301 USA
Bank account number: 1894977527
SWIFT Code: MNBDUS33
Routing number: 121137522
1233 Howard Street Suite 2F
CA 94103 USA
Croeselaan 18, 3500HG
Utrecht, The Netherlands
Bank account number: 153952644
SWIFT Code: RABONL2U
Routing number: 121137522
108 Ondiep, 3552 EK
Utrecht, The Netherlands
VAT #: NL853740343B01
All orders will require an executed EULA. There are 3 methods of obtaining a EULA:
email@example.com, with a
cc: to the customer and a
bcc: to the Email to Salesforce address.
An order is not complete without a signed agreement.
At GitLab, we regularly review our leads for activity. In order to make that way less painful than asking you to fill out a spreadsheet, or sit through a long phone call; we will enable
mailto SFDC for your email accounts that will be interacting with GitLab leads.
bccthe SalesForce address that is listed in the README file of the resellers project.
If there are any additional email addresses you want me to enable SFDC to receive email from, please let us know.
We will issue you a 30 day evaluation license for your prospects if the deal is properly registered. We can renew this license if your customer needs more time. Upon the second request for renewal (the 3rd license), we will assist you with a managed evaluation, where goals are set for the customer to meet, and one of our success engineers will work with you and the prospect to bring them to completion before the 3rd evaluation expires.
GitLab will strive to support you in your marketing efforts. Marketing activities should be focused on GitLab EE, and will usually fall into 1 of 3 categories:
We would like to sponsor events related to issues and solutions that GitLab users face every day, such as DevOps, open source and collaboration. Meetups, drink ups, hackathons, trade shows, and seminars are all examples of events that we may help you with. Leads gathered at an event that we help fund or promote are required to be shared with us. These leads will be assigned to you in SalesForce.
We will endeavor to provide funds to support up one event per reseller per quarter. We may also be able to provide speakers, promote your event, provide swag, and/or artwork for an event. Please note that a request does not mean that funds will automatically be allocated. We need to see value in an event to provide support. Please submit the request for event sponsorship no later than one month before the date of the event.
If request for sponsorship is accepted, you will be asked to provide photos of the event, participate in a blog post writing about your of the event, and provide a summary of the number of opportunities/leads gained.
Please submit your application for event support here and chose the reseller template.
Please submit your application for event support in a new issue in the reseller page of gitlab.com. When it allows you to select a template, choose the reseller template and fill in responses to the categories. All the relevant GitLab parties will be notified once you submit your issue and will be in touch shortly. You will be able to track the progress of your submission in the issue.
GitLab may, at our discretion, also assist you with your advertising campaigns by providing online marketing support in your region. When requesting assistance, be as complete as you can in describing what you need, who the audience is, channels, and the expected ROI. Please apply here and chose the reseller template.
While we do not require them to, we do expect that your customers will, for the most part, contact you if they need help. It is in both of our best interest that they do so, as the more touch points you have with them, the more likely you are to further develop business with them. We do not expect you to be as knowledgeable about our products as our own support staff, and do expect that you will need to escalate some issues to our support staff. To facilitate this, you will be assigned a Dedicated Service Engineer (DSE) to help your staff troubleshoot and resolve any issues that your customers may encounter. Your contact at GitLab can use the Dedicated Service Engineer issue template to start the process of finding a suitable DSE. We will make every attempt to assign you a DSE that is in your time zone and if possible, having appropriate language skills.
You may contact your DSE at the email address in the README file of the resellers project. This address is only for post-sales technical support. For pre-sales technical issues, please contact your local GitLab sales team.
Due to vacations, holidays, etc., sometimes your DSE will not be available, or they may need to involve others at GitLab. For this reason, all correspondence should be in English as that is the language in common for our support staff worldwide.
When contacting your DSE, you will need to include the following for each incident:
Do not escalate GitLab.com or GitLab CE incidents to your DSE; instead please refer them to the normal support channels.
Your website will need to have a landing page with information about GitLab. You can see what others have done from the Resellers page.
yoururl.com/GitLabwhere this is not possible, we would ask you to set a redirect for that URL to the actual one.
Here is also a list of resources that you may find useful to include on your landing page.
The GitLab Authorized reseller logo should help tell your prospects and customers that we are working with you.
You should use our Authorized Reseller Logo on your materials where appropriate and in accordance with our brand guidelines.
The logos are available in the README file of the resellers project.