This page documents frequently asked questions from our partner community on how to collaborate with GitLab throughout the sales process. Please contact us at partnersupport@gitlab.com if you have any questions or would like to see another question/answer documented on this page.
GitLab has a Partner Sourced Deal Registration (DR) program for (i) Resale, (ii) MSP, and (iii) Referral opportunities. You should submit a Partner Sourced DR for an opportunity where you are sourcing net-new business for GitLab, which can apply to opportunities for new logo, co-term add-on/upsell, or add-on/upsell as part of a renewal. Note, there can only be one Partner Sourced DR approved for an opportunity, as only one partner can source a deal. You should not submit a Partner Sourced DR if you did not source the opportunity, and you will generally receive Co-Sell discounts for these deals. Partner Sourced and Co-Sell opportunities are discussed further in the Partner handbook.
GitLab also has a Service Attach DR program which applies to opportunities where partners are selling their own professional services into a customer environment at the time of a GitLab product sale.
If you have a Partner Portal account but are unable to login, please select “Forgot Password” to reset your password. If you do not have a Partner Portal account, please select “Request Portal Access” to set up an account. Please contact partnersupport@gitlab.com for assistance if you have followed the directions but are still having issues.
Note, to submit a Deal Registration, you must first be an authorized GitLab partner as well as have completed the required training in order to be granted access to submit a DR.
The Channel Account Manager (CAM) assigned to the Deal Registration (DR) has reviewed and sent it back to the resale partner for additional information/context. Once the resale partner reviews and responds to the CAM's feedback, the CAM will be notified to review and action the updated DR.
Please review the GitLab Program Discounts and Incentive Guide in the GitLab Partner Portal which contains information on our partner discounts, incentives, rebate programs and more. You can also refer to the Partner handbook for an overview.
Please refer to our GitLab Partner Price List which includes the current pricing for all of our products and services along with our discount guidelines in the GitLab Program Discounts and Incentive Guide.
If the opportunity is for new or add-on/upsell business:
If the opportunity is a flat renewal, please refer to the Partner Operations handbook for rules on partner incumbency.
Please refer to the GitLab Program Discounts Incentive Guide for more information regarding our partner program discounts.
Open Partners located in regions/countries:
Select Partners may choose to transact directly with GitLab (excluding certain regions) or via the region's authorized distributor(s).
Refer to the Partner Operations handbook for more information on distribution coverage, requirements, and contact information.
Please refer to the Partner Operations handbook for details on distribution coverage, requirements, and contact information.
partnersupport@gitlab.com if you are unsure of which GitLab sales representative to contact for your quote requestNo, we cannot mix product tiers, deployment types, and/or term lengths on the same quote. Please refer to the Deal Desk handbook for more information.
Please let the GitLab Sales team know your customer has an offline/air-gapped environment when requesting a quote so they are able to request necessary approvals for the applicable license during the quoting process.
The customer purchased a specific number of seats in their original subscription. If the customer adds more users to their GitLab instance than the number they are licensed for during the subscription period, payment for the additional/overage users is required at time of renewal.
Note, “Users over subscription (Self-Managed) / “Seats owed” (SaaS) in the customer’s admin dashboard represent the number of overage users the customer incurred during the subscription term. Please refer the customer to these guides for how to locate their admin dashboard for Self-Managed and SaaS subscriptions.
Please refer the customer to these guides on how to locate their admin dashboard for Self Managed and SaaS subscriptions.
Deactivated, blocked, and removed users don’t count as “Billable Users (Self-Managed) / “Seats currently in use” (SaaS) in the current subscription. However, they may count toward overages in the subscribed seat count which will be charged as true-ups at renewal. Refer to Self-Managed and SaaS subscription documentation for more information.
The minimum quantity required to be renewed is the customers "Billable users" (Self-Managed) or "Seats currently in use" (SaaS) in order to have an active instance post renewal. If the customer wants to renew fewer users than those currently active, they will need to remove the excess users from their instance. Refer to the following guides for details on where a customer can view their usage and/or instructions on how to block, deactivate, or remove users: Self-Managed, SaaS.
Yes, if the customer provides formal communication through email to confirm they would like to work with you for this renewal (i.e., the new reseller), we are able to transfer incumbency discounts. Refer to the Partner Operations handbook for further details.
Yes, for the customer’s overall license count to be accurate during the renewal, add-on licenses need to be fully processed before GitLab can generate a renewal quote. Refer to the Deal Desk handbook for further guidance.
On a case-by-case basis, your GitLab sales representative can request a temporary license extension in order to prevent loss of access to a subscription. Please contact your sales team for more information.
Please refer to the Sales Order Processing handbook for opportunity booking requirements.
A signed GitLab quote/order form is acceptable in place of a PO as long as the details meet our opportunity booking requirements. Please ensure a signature, full name, title and date are all listed on the GitLab quote/order form.
Please refer to the guidelines listed in the Sales Order Processing handbook regarding end-of-quarter bookings.
New business, add-on, and renewal orders are processed no more than 15 days prior to an opportunity's close date. Note, the start date for renewals is the last day of the customers current subscription term.
You can find our ECCN in our Trade Compliance handbook.
Invoices are sent 24 - 48 hours after the opportunity closes.
Yes, this change can generally be made by processing a new zero dollar order to facilitate the switch. Please contact the sales representative you worked with on the opportunity so that they may facilitate next steps.
Please contact the sales representative you worked with on the opportunity to request an updated license. Note, the sales representative will need to request and receive executive approvals before our support team can process the request.
The partner contact that receives the GitLab invoice will also receive a copy of the customer purchase confirmation email (i.e., copy of the Self-Managed license activation or SaaS notification email sent to the customer). Please connect with this contact to obtain the POD.
Note, on a two-tier deal, the distributor is invoiced by GitLab and thus the distributor receives the POD. Please connect with the distributor to obtain the POD if you have purchased through distribution.
The partner that received the Gitlab invoice (i.e., Distributor for two-tier deal, Reseller for one-tier deal) needs to submit the support ticket with the GitLab invoice attached to request the purchase confirmation email be resent to the same end user contact.
The partner that received the Gitlab invoice (i.e., Distributor for two-tier deal, Reseller for one-tier deal) needs to submit the support ticket with the GitLab invoice attached to request the purchase confirmation email be sent to a new end user contact.