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Partner Help Desk

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Welcome to the Partner Help Desk page

This page is intended for Partner Help Desk specialists to document and review processes and procedures, as well as anyone looking for information on what the team handles and how to contact us.

If you are a channel or sales team member looking for easy-to-read information and links, please visit the Partner Support page.

Partner Help Desk links & documents

Quick Links
Docs & Spreadsheets
Handbook Pages
Process Docs & Training Guides
Partner Portal Asset Links (portal login required)

Channel Manager Ownership in SFDC - Accounts and Opportunities

Channel Manager Account Ownership

Channel Managers are managed differently depending on the region they are in.

When there are changes to each channel team, the corresponding PHD Specialist should create an MR with the update. The Channel Marketing team updates the CAMs in Impartner.

When updating the Account Owner on a partner account, make sure to also update the Contracted Territories field.

Updating an Account Owner in SFDC (Channel Accounts ONLY)

  1. Navigate to the account record in SFDC.
  2. Under the GitLab Partner Program Info, check to make sure the “Public Sector Partner” field is set to “No.” (Unless the account is US PubSec.)
  3. Click the Change Account Owner button at the top of the record.
  4. Type in the Channel Manager’s name, and then click “Save.” Do not change any check boxes.

Channel Managers by GEO

AMER
  • Jay Bahar: CT, MA, ME, NH, NJ, NY, Eastern PA, RI, VT
  • Lisa Cartagena: AK, AZ, CA, CO, HI, IA, ID, MN, MT, ND, NM, NV, OR, SD, UT, WA, WI
  • Maria Henry: DE, FL, GA, KY, MD, NC, Western PA, PR, SC, TN, VA, Washington DC, WV
  • Joe McAninch: AL, AR, IL, IN, KS, LA, MI, MO, MS, NE, OH, OK, TX
APAC
  • ANZ: Frank McGowan
  • Japan: Masa Ueda
  • India : Amit Kaul
  • Taiwan and ASEAN: Teo Wan Ping
  • Korea: Sang Hoon Kim
  • Others: Dirk de Vos
EMEA Select
  • France: Tristan Ouin
  • DACH: Ilaria Pazienza
  • Poland: Ilaria Pazienza
  • Italy: Ilaria Pazienza
  • Cze: Ilaria Pazienza
  • UK: Matthew Coughlan
  • Nordics: Matthew Coughlan
  • Benelux: Matthew Coughlan
EMEA Open
  • Middle East: Camille Dios
  • Africa: Camille Dios
  • Southern Europe: Camille Dios
  • DACH: Bastian van der Stel
  • Russia: Jags Bewas
  • Northern Europe: Jags Bewas
  • UKI: Jags Bewas
  • Nordics: Jags Bewas
  • Benelux: Jags Bewas
EMEA Open
  • Middle East: Camille Dios
  • Africa: Camille Dios
  • Southern Europe: Camille Dios
  • DACH: Bastian van der Stel
  • Russia: Jags Bewas
  • Northern Europe: Jags Bewas
  • UKI: Jags Bewas
  • Nordics: Jags Bewas
  • Benelux: Jags Bewas
US-PubSec
  • Open: Maria del Pilar Mejia
  • For all others, refer to columns B&C in the CAM Mapping FY23 spreadsheet.

Channel Solutions Architects

Channel Manager Opportunity Ownership

(How to tell which Channel Manager is assigned to an Opportunity)

In the CAM Mapping FY23 spreadsheet (“Mapping Tables” tab), (Non-US PubSec or Alliance) Channel Managers are mapped first by the Opp Owner’s User Data using the field [Deprecated] Owner Segment-Geo-Region-Area, and then secondarily by the field Stamped Account Sales Territory. These fields are found in the 'Comp and Attainment Information` section of an opportunity.

When determining which Channel Manager is mapped to an opportunity, First look up the [Deprecated] Owner Segment-Geo-Region-Area field. If there’s a Channel Manager listed, that is the Channel Manager for the opportunity. If, instead of a Channel Manager, it says “Look at Territory,” then refer to the Stamped Account Sales Territory column. That name will be the Channel Manager for the opportunity.

US PubSec and Alliance Channel Managers are mapped according to the partner and are listed on the two left-hand sections of the same spreadsheet. If the partner account is a GSI, use the GSI lookup columns on the far right of the spreadsheet.

Receiving Reseller Purchase Orders, Quote Requests, and Order Status Requests

As of FY23Q4, there should not be any resellers sending quote requests, orders, or order status requests to the Partner Support email box. Partners should be sending these to the Sales person or CAM assigned to their opportunity (see the Channel Ops handbook if you need to provide a link to Sales).

If the partner doesn't know who that is or who to send their request to, they can then email Partner Order Operations (partnerorderops@gitlab.com). The Common Response Template has been updated with scripts for various scenarios, explained below with the complete process for each.

Reseller Quote Request, PO Submission, or Status Request that includes Partner Order Operations (Partner Support was just copied)

Reply using the response from the Common Response Template. No additional steps are necessary.

Reseller Quote Request, PO Submission, or Status Request that does not include Partner Order Operations as an email recipient

  1. Look up the opportunity and confirm who the Field Seller/ISR is.
  2. Reply to the email and reattach any documents that came with the original email.
  3. Add the sales rep, ISR, CAM on the opportunity (not necessarily the CAM who owns the account), and add partnerorderops@gitlab.com to the “cc” field.
  4. For PO Submissions Only Attach the PO to the correct opportunity in SFDC.
  5. Reply using the appropriate response from the Common Response Template.

NFRs

More information to come soon!

Teaching a Partner to Reduce Seats in a SaaS NFR

  1. Let the partner know how many seats are in use, and copy the screenshot from support if it was provided.
  2. Link the NFR Policy
  3. Add additional links for assistance:
  4. Let them know they can confirm or remove users on the "Seats Quote Tab."
  5. Once the partner replies that they have decreased their seats, update the support ticket for the NFR.

Confirming the version of a SaaS NFR (Premium or Ultimate)

To help a partner confirm what version their SaaS NFR is running, direct them to the “Group Billing Page.” They can navigate to their billing page with the following url: https://gitlab.com/groups/[The Partner’s Specific Namespace]/-/billings More information can be found in View your GitLab SaaS subscription

Adding Additional Minutes to a SaaS NFR

If a CAM needs help requesting additional minutes for a Partner’s SaaS NFR, please refer them to the NFR Requests for GitLab SaaS document. The Partner Help Desk is not enabled to handle or process requests for more minutes.

Invoices

More information to come soon!

Partner Invoices

Partner invoices can be found on the Partner Account Record in SFDC under Invoices. It helps to either have the date of the transaction and/or when the related opportunity was Closed-Won in the system.

Service Attach PoE

Operational instructions for the Partner Help Desk's role in Service Attach PoEs can be found on the Channel Operations handbook page.

When a partner emails partnersupport@gitlab.com with a Statement of Work (SOW) or Proof of Execution (PoE):

  1. Open the document and ensure the following data is included (if any information is missing, reply back to the partner and ask for it):
    • Partner Name
    • Customer Name
    • Service Attach Deal ID
  2. Save a copy of the document for later upload to the system
  3. Search SFDC using the provided Deal ID
  4. Click on the Registration Record (and take note of the assigned Channel Manager)
  5. Change the Deal Registration Status from "Approved" to "Closed-Won"
  6. Navigate to the Linked Opportunity and chatter the Channel Manager who approved the Deal Registration
    • In the chatter, upload the downloaded PoE document and tell the Channel Manager you've uploaded the document as well as updated the Service Attach registration to "Closed-Won."
  7. Reply to the partner and let them know that the PoE has been submitted.

Partner Certifications

More information to come soon!

Pulling a Certification Report from the Partner Portal (Impartner PRM)

  1. In the Impartner PRM, click on the "Users" tab
  2. To the right of the long search box, click the filter (funnel) icon. This will open a "Filter Criteria" popup.
  3. Filter the criteria and click "Apply."
    • Field = Account Name
    • Operator = equals
    • Value = the name of the account
  4. The resulting report will populate according to the standard columns. On the far right of the gray heading, click the icon that looks like an open book. It's the last icon on the page.
  5. Choose the following fields in the order provided below. (This will match what the partner sees when they visit the "manage team members" section.)
    • User: Full Name
    • User: Email
    • User: Mailing Street
    • User: Mailing City
    • User: Mailing State
    • User: Mailing Country
    • User: Phone
    • User: Account Activated
    • User: Display on Partner Locator?
    • User: Administrative Privileges
    • User: SA Verified
    • User: Sales Badged
    • User: Sales Certified
    • User: PSE Certified 2020
    • User: PSE Certified 2021
  6. Click "Apply". You can also "Save this configuration" by marking the checkbox.
  7. To the right of the long search box, click the last icon to the right, which looks like a page with a down arrow in it, to download the report. This will open an "Export" popup.
  8. For "Which Records," choose "All found records." For "Which Columns?" choose "Current view." Then click "Export."
  9. Open the download in either Numbers or Excel.
  10. Change the column names from the Training Fields to the Names of the courses.
    • SA Verified = Solution Architect Core Training
    • Sales Badged = Sales Core Training
    • Sales Certified = Sales Professional Accreditation
    • PSE Certified 2020 = PSE Certified 2020
    • PSE Certified 2021 = PSE Certified 2021
  11. Change all the fields labeled "False" to a blank.
  12. Change all the fields labeled “True” to an “X.”
  13. Save the spreadsheet as a .csv file, and attach that to the email to the partner.

Setting an Out of Office response on the Partner Support box:

  1. In the Partner Support box, go to Group Settings/
  2. Scroll down to “Auto Replies.”
  3. Ensure the following check boxes are marked:
    • Enable auto-reply to non-members inside the organization. (This ensures anyone at GitLab who is not part of Partner Support group will get an auto-reply)
    • Enable auto-reply to non-members outside the organization. (This ensures anyone outside of GitLab who is not part of the Partner Support group will get an auto-reply)
  4. Once each checkbox is marked, enter the automated response for each option. You must paste the appropriate copy listed below into both boxes.
  5. Click “Save Changes” and either set a calendar reminder on your calendar to remind you to remove it, or ensure a teammate has done so.

Copy for Family & Friends Days: Thank you for contacting GitLab Partner Support! GitLab is closed [insert date] for a Family and Friends Day. All emails will be responded to in the order in which they were received upon our return.
Please link “Family and Friends Day” to https://about.gitlab.com/company/family-and-friends-day/

Example for offsites / SKO, etc: Thank you for contacting GitLab Partner Support! Our team is currently attending an internal offsite meeting [insert dates], so please expect our responses to be delayed.

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