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Channel Operations

Welcome to the Channel Operations page

Global Channel Dashboard

Use the Global Channel Dashboard to view Pipeline Creation, Open Pipeline, and Bookings reports grouped by Partner, Segment, or Region. Other reports within the Global Channel Dashboard include Deal Path, Engagement, Deal Type, Top Channel Deals by IACV, and Deals Registered through the Partner Portal.

Global Channel Program Dashboard

Reports by Territory

AMER APAC EMEA PUB-SEC
Channel Book & Pipe - Current Fiscal Quarter Channel Book & Pipe - Current Fiscal Quarter Channel Book & Pipe - Current Fiscal Quarter Channel Book & Pipe - Current Fiscal Quarter
Channel Book & Pipe by Partner - Current Fiscal Quarter Channel Book & Pipe by Partner - Current Fiscal Quarter Channel Book & Pipe by Partner - Current Fiscal Quarter Channel Book & Pipe by Partner - Current Fiscal Quarter
Deal Path Pipe & Book - Current Fiscal Quarter Deal Path Pipe & Book - Current Fiscal Quarter Deal Path Pipe & Book - Current Fiscal Quarter Deal Path Pipe & Book - Current Fiscal Quarter
Open Partner Sourced Pipeline by Partner - Current Fiscal Quarter Open Partner Sourced Pipeline by Partner - Current Fiscal Quarter Open Partner Sourced Pipeline by Partner - Current Fiscal Quarter Open Partner Sourced Pipeline by Partner - Current Fiscal Quarter
Partner Sourced Bookings by Partner - Current Fiscal Quarter Partner Sourced Bookings by Partner - Current Fiscal Quarter Partner Sourced Bookings by Partner - Current Fiscal Quarter Partner Sourced Bookings by Partner - Current Fiscal Quarter
Partner Sourced Creation by Partner - Current Fiscal Quarter Partner Sourced Creation by Partner - Current Fiscal Quarter Partner Sourced Creation by Partner - Current Fiscal Quarter Partner Sourced Creation by Partner - Current Fiscal Quarter
Partner Sourced New Logos - Current Fiscal Quarter Partner Sourced New Logos - Current Fiscal Quarter Partner Sourced New Logos - Current Fiscal Quarter Partner Sourced New Logos - Current Fiscal Quarter
Channel Renewals - Current & Next Fiscal Quarter Channel Renewals - Current & Next Fiscal Quarter Channel Renewals - Current & Next Fiscal Quarter Channel Renewals - Current & Next Fiscal Quarter

For a global view of current and next fiscal quarter channel renewals, click here.

All required team reporting is included above. In the event you need a special report, please open an issue and tag Channel Ops.

SFDC Channel Training Cheat Sheet: Refer to this document for the training video hosted by the Channel Operations team, as well as quick reference "cheats" to help with your Salesforce reporting.

Managing Channel Opportunities

Partners must be an Authorized Partner of GitLab’s in order to sell GitLab products and services. To achieve authorization, partners must have an executed agreement and meet the requirements of the GitLab Partner Program. Unless you are a GitLab partner in the program and in good standing, you may not sell GitLab products and services unless specifically approved on a case-by-case basis by the GitLab partner program team.

Policy and Process

All channel opportunities require a Partner to submit a Deal Registration via the Partner Portal in order to receive programmatic discounts. In the event that a Partner does not submit a Deal Registration (ex: Alliances, GSIs), but it is a Partner Sourced deal, the logic needs to match 'Initial Source = Channel Qualified Lead and Sales Qualified Source = Channel Generated on the opportunity. For more details on the partner deal registration process and program go here.

Note: The Partner Portal is Impartner which has SSO enabled with Vartopia which is the Partner facing Deal Registration system. Managed Services team are 3rd party resources that will help manage administrative processes for Deal Registration.

When a Partner submits a Deal Registration the Managed Services team will handle the initial submission. The submission will trigger the following actions:

  1. Send an email to the Partner acknowledging the Deal Registration has successfully been created
  2. Notify the Managed Services team to review
  3. Create a record in SFDC on the Registration object with all of the details of the Deal Registration.

The Managed Services team will evaluate the Registration, link it to the appropriate Customer Account and Contact in SFDC and then send it to the applicable Channel Manager for approval/denial.

The Channel Managers need to review the deal registration and either approve or deny. It is highly recommended to work with the applicable GitLab Sales Rep prior to taking action.

Although multiple partners can submit a deal registration for an opportunity, only one deal registration can be approved for a specific opportunity. As a reminder, deal registrations are opportunity based and partners cannot register an account.

Before approving or denying the Deal Registration the Channel Manager needs to check to see if an Opportunity already exists.

  1. Click the button at the top of the Deal Registration page: create_opp
  2. approve_deny If an Opportunity already exists then SELECT the applicable one. If not then select: create_new If creating new, the applicable details from the Deal Registration will map to the Opportunity and automatically tag it as a Partner Sourced opportunity. Any other system required fields will also need to be filled out. Be sure to update the opportunity owner into the correct sales rep's name, and out of the channel manager's name.
  3. After the Channel Manager either hits SELECT against a current Opportunity OR CREATE NEW, the Deal Registrations needs to either be approved or denied.
  4. Click approve_deny
    1. DENY: If denying the Deal Reg, the comments will be sent to the Partner along with updating the Deal Registration system and SFDC.
    2. APPROVE: If the Deal Registration is to be approved, then the Channel Manager will be required to select whether or not a Distributor is applicable to the deal if not already stated.
      1. If not, then no Distributor is required to be linked.
      2. If yes, then linked_disti needs to be filled out before moving forward. If approved, then a notification will be sent to the Partner, the Deal Registration system updated, and the Registration status updated to Approved.

When a customer account is created by "User Vartopia" during a deal registration, that customer account should be reassigned to the appropriate sales rep. For more information, click here.

Deal Registration System Status and Information:

Guidance for Deal Registration Processing

Why is this important?


Other Resources:

SFDC Field Definitions:

For more details on Partner Engagement definitions go here.

Rules of Engagement on Channel Deals

Quoting Requirements for Channel Deals

Any time a deal is being transacted via the Channel, a GitLab quote is required to be created in SFDC if any pricing is being offered other than MSRP (List Price).

At a minimum, a Draft Proposal needs to be created and provided to the Partner. If a Partner has an approved Deal Registration, then an approved quote needs to be created and provided to that Partner.

Discounted quotes that are not in the system and sent to a Partner are not permitted at this time. This includes providing product and pricing quotes details in email. This applies to all GEO’s and Segments.

Any questions or issues, please reach out to either Channel-Ops or Deal Desk.

Managing Special Cases

Creating MSP Opportunities

A Managed Service Provider (MSP) purchases licenses on behalf of an end user. The MSP will be the owner and manager of the licenses but their customer - the end user - is the one using the licenses. This creates specific needs in GitLab Salesforce opportunities to ensure proper reporting and compensation.

When you have an MSP opportunity, the Sales Reps need to follow these additional steps:

Step 1: The opportunity must be created using the MSP partner account, NOT the potential customer on whose behalf they are purchasing.

Step 2: Change the opportunity owner to the correct Sales Rep that owns the end-user account even though the opportunity is created under the Partner MSP account.

Step 3: Fill out the Partner and Deal Registration Information Section per the following:

Step 4: When filling out the quote for this opportunity, select the MSP quote template.

Creating a Service-Attached Opportunity

New Process as of November 3rd 2020

A Service-Attached Deal Registration needs to be created to track when a partner offers their own professional services along with GitLab licenses. This is separate from the Deal Registration for the license sale.

To track the Partner Services, the partner must register the deal on the partner portal.

Please follow the above steps 1 - 4 Deal Registration Process

Next, select the Opportunity that is applicable to the GitLab sales of licenses that the services are being performed for. This GitLab sale opportunity may be open or closed won.

This Services Deal Registration is now attached to the GitLab sale opp. Once linked, the Channel Manager will now need to approve per the Deal Registration by selecting

approve_deny .

Once approved then a notification will be sent to the Partner, the Deal Registration system updated, and the Registration status updated to Approved.

Rebate payouts will be reported and paid after each GitLab quarter close.

Prior to November 3, 2020

A Service-Attached opportunity is created to track when a partner offers their own professional services along with GitLab licenses. This is separate from the license sale and respective Salesforce opportunity.

To create the opportunity, the partner must register the deal on the partner portal. The opportunity needs to be created for the service-attach opportunity alone. The service-attached opportunity should never be a part of, or added on to the GitLab product sale opportunity.

For proper reporting, ensure that all the correct fields are used to notate that this is a partner service-attached opportunity.

GitLab Sales needs to add the GitLab product sales opportunity as the parent opportunity to the service-attached opportunity.

As the opportunity progresses, use the stages of the opportunity (0 - 7) until the agreement documentation is received that the customer is moving forward. Once the agreement for the Partner Services is completed (i.e. SOW, quote, order form), change the opportunity to Stage: 10-Duplicate.

Multiple-bid Process

For opportunities where there are multiple partners bidding on the same opportunity, it’s important that each partner gets the appropriate pricing for the opportunity.

For more information on quoting or the Partner Program, please visit:

Deal Desk Quote Configuration

Partner Program

Channel Reporting and Tagging

Reporting_Tagging_Matrix

Definitions:

  1. Deal Path: How the deal is transacted. Values can be Channel, Direct, or Web. Also, includes Referral Ops for Channel.
  2. Deal Reg: Partner submits a Registration for their opportunity via the Partner Portal. For the purposes of this matrix the assumption is the Deal Reg is approved
  3. Initial Source: SFDC Lead value that is populated based on lead source. Will default to CQL when a Partner submits a Deal Reg and an Opportunity does not already exist in the system.
  4. SQS: Who converts/creates the Opportunity in SFDC. Can only be 1 value
  5. DR - Partner Engagement: Partner Value on the deal via the Partner Program definitions. This is manually selected in most cases
  6. Order Type: Customer order designation in SFDC. New First Order or Growth

Use Cases:

  1. #1 and #3
    • Channel submits Deal Reg and no Opportunity exists in the system. Therefore the Initial source is CQL, and SQS and DR-Partner Engagement default to Channel and Partner Sourced
      • This applies to both New and Growth orders
  2. #2 and #4 - Examples:
    • AE Creates Opportunity prior to Deal Reg being submitted - CAM to escalate for exception
    • Opportunity stalled and Channel helps to drive to closure - If channel is simply unsticking an open opp then this is technically Assist. Exceptions can be reviewed
    • Aged opportunities that are closed and revived due to Channel - Automated clean up with Sales Ops stale Opp policy - Exception: In the event an exception is needed per the scenarios below and exception can be submitted for review and have the ability “override” and restate these are Channel SQS

Default Logic

  1. Deal Reg = True and no Opp Exists then Initial Source = CQL > SQS = Channel, Defaults to Partner Sourced
  2. Alliances: Does not have same logic and will need to be reported separately currently

SFDC Opportunity Source Field Values for Channel

SFDC Opportunity Fields:

*For additional definition and qualification of Deal Engagement type go here.

**For additional Source definition please visit the Marketing Handbook Page.

Program and Incentive Definitions

Partner Program Discounts

Partner Sourced Opportunity

Partner Assist Opportunity

Partner Fulfill Opportunity

Services Attach Opportunity

Services Resale

Incumbency Renewals

Tender Offers

Program Compliance

Unauthorized Partners

Partner Applicant Approval / Denial - Granting Portal Access

Partner Program participation sign ups must be initiated by the Partner in the Partner Portal application form which can be found here. In the partner application process, channel partners review the partner contract, including both the resale and referral addenda, review the partner program guide, complete their application form and agree to program terms and conditions. Technology partners are not able to agree to the terms and conditions during the application process.

If an authorized representative of the channel partner accepts the agreement terms, they (or the person entering the application) will need to select “Yes” that they agree to terms on the application form. Once they have agreed, they will automatically be set to “ Authorized” and will get immediate access to the partner portal. At this time, partners will be set up in both Salesforce and the partner portal at Authorized and their track set to Open.

The partner will receive an email confirming the receipt of their application, and applicable Channel Sales or Alliance Manager will receive a New Partner notification email from Partnersupport@gitlab.com notifying there is a new partner applicant in that region. Channel Sales Managers will be notified of each partner application in their regions, whether they agreed to the terms or not.

Upon receiving notification they will be responsible for reviewing the partner’s information and deactivating any inappropriate partners. They will also need to set the Partner Type in Salesforce for newly authorized partners.

For partners that have questions about the contract or need to negotiate terms and conditions, Channel Sales Managers are responsible for working with the partner offline to address questions and come to agreement on program terms. Upon receiving the New Partner Applicant notification email, the applicable Channels Sales Manager needs to complete the following:

  1. Contact the partner and qualify them
  2. If the decision is to move forward with the partner first check to see if a partner account already exists in Salesforce. If it is a duplicate, request for the accounts to be merged by the Channel Operations team. If the decision is to deny the partner then go to step #7.
  3. To start the contracting process click the Legal Request button in SFDC on the partner account record.
    • Request the appropriate contract addendum (Resale, Referral/Services or both OR MSP OR OTHER). Default should be Resale and Referral/Services.
  4. Once the contract is fully executed and attached to the partner account record in SFDC the following fields need to be updated by the Channel Sales Manager and are required(*) in order to save the account
    • *Change Partner Status = Authorized
    • *Select Partner Type
    • For partners that signed standard contract terms, set Partner Program Status to “New”.
    • Please update the partner record to be as complete as possible.
    • For additional information on the Partner Program review here
  5. Once a partner is authorized, each SFDC contact for that partner will automatically receive a message with login credentials to the portal.
  6. Additional partner employees can go to partners.gitlab.com to register. \ Once they are linked to an authorized partner account (they must select the correct account upon registering), they will automatically receive a message with login credentials. If the account is still a Prospect they will not have access until the account has an executed contract and is moved to Authorized.
  7. If the decision is to not move forward with the partner,
    • Channel Sales Manager needs to set Partner Status = Denied

Technology partners use the same form, but are not able to agree to the terms and conditions. Once they submit the form, they will be set to active. If the Alliances team wants to establish a contract with the partner, they must follow the Legal Request process in Salesforce.

If for any reason, a partner account needs to be created in Salesforce directly, requests for account creation can be made to #channel-ops within Slack.

Visit the Partner Applicant / Partner Portal FAQ for additional information.

Alliances and OEMs

Alliances Salesforce Dashboard

Opportunity Tagging for Google Cloud and Amazon Web Services Deals

If a deal is being transacted through GCP Marketplace or AWS Marketplace, then the following fields needs to be filled out on the Opportunity:

If Google or AWS has brought us a lead/referred us a deal but will not be transacting on their Marketplace, then the following fields should be filled out on the Opportunity:

If Google or AWS has assisted on a deal and helped drive the customer to buy GitLab, but was not the original source of the opportunity, then the following fields should be filled out on the Opportunity:

Requesting Google Cloud Credits:

Required fields when requesting Google Cloud Credits on an Opportunity

  1. Have you engaged with the GCP Team already? (Drop down: Yes, No)
  2. Customer open to being a reference? (drop down: logo use, case-study, joint speaking session, etc.)
  3. Credits being requested (Sales Rep enters in the amount of credits required to close the deal)

Once all required information is provided, it will be routed internally for approval.

Channel Neutral

Comp Neutrality applies to all GitLab Opportunities where a Partner is involved in the physical transaction (takes paper) and a Partner Program discount is applied on the executed Partner Order Form.

The maximum Comp Neutral payout is based on the applicable GitLab Partner Program discount matrix. If additional discount is needed in order to close the deal, that portion is not eligible for Comp Neutrality.

In the event a lesser discount is applied on the deal then what the Partner Program allocates, then the lesser discount will also be what is calculated for Comp Neutrality.

As a reminder, comp neutrality only applies to comp and does not retire quota. For additional information, please review Channel Neutral Compensation within the Sales Ops commission section of the Handbook.

Internal: Partner Program Discount Matrix

For Partner Program discounts for PubSec, please reach out to #channel-ops on Slack.

Comp Neutral Calculation in SFDC

In the event the opportunity is going thru a Partner and therefore qualifies for CN, then the appropriate partner information must be filled out on the Opportunity and Quote in order for the CN field to calculate properly.

Required Partner Fields on the Opp:

Required Partner Info on the Quote

Example Calculation No. 1:

Partner Track               : Select
Product                     : Standard (Previously Premium)
QTY                         : 25
Term                        : 1 year
Partner Deal Type           : Resale
Partner Engagement          : Partner Sourced
Deal Registration           : Approved
Partner Program Discount    : 15%

Example Calculation No. 2 (PubSec):

Partner Track               : Open
Distributor                 : True
Product                     : Ultimate
QTY                         : 50
Term                        : 1 year
Partner Deal Type           : Resale
Partner Engagement          : Assist
Deal Registration           : Approved
Partner Program Discount    : 10%

2-Tier Opportunities

If the Opportunity is going through a 2-Tier Channel (Distributor + Reseller), both Partner Accounts must be included on the Opportunity in the Partner Information section in order for both Program discounts to apply AND for Comp Neutral to calculate on both. Reseller should be in the DR - Partner field and the applicable Distributor in the Distributor field on the Opportunity.

Opportunities with GCP and AWS

For deals going through GCP and AWS, the Partner fields should still be filled out on the Opportunity but comp neutral will not calculate until the deal closes as partner discounts are done after the quote/order form is generated. Deal Desk will assist with this process.

Frequently Asked Questions

Where can I find the Standard Channel Discounts for my Partners?

Public Sector discount table

Where can I find more information about our current Partner processes?

Whats the current Deal Registration Process?

How do I track the opportunity of a partner deal? Please fill in at least one of the following Opportunity drop downs to identify the deal as a Channel opportunity.

How do I check what I'm being paid on?

What are some examples of Channel Neutral math?

Deal Calculation Direct Deal Channel 1 (Neutral) Channel 2 (Add’l Disc) Channel 3 (Split Disc)
List Price $100,000 $100,000 $100,000 $100,000
Channel Discount 0% 20% 20% 20%
Additional Rep Discount 5% 0% +5% +2.5%
Total Discount 5% 20% 25% 22.5%
IACV (Quota Relief) $95,000 $80,000 $75,000 $77,500
Channel Neutral (No Quota Relief @ BCR) +$0 +$20,000 +$20,000 +$20,000
Commissionable Amount $95,000 $100,000 $95,000 $97,500
Base Commission Rate (BCR) % 8 % 8 % 8 % 8
Commission Payout $7,600 $8,000 $7,600 $7,800

How do I get Channel deals/discount approvals? Follow standard approval process in SFDC

How does the Amazon Process work? Follow Amazon Web Services (AWS) Private Offer Transactions handbook

I need HELP! How to do I reach out to the experts?

The quickest way to get help is by using the following Slack channels:

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