Sometimes a customer may ask that a colleague be given the ability to manage a subscription. This can be accomplished provided they also have a CustomersDot account.
This process would also apply for requests to send a license to a different email than the one used on the purchasing account.
This process should be a last resort for non-reseller customers, and self-service options must first be explored.
Reseller customers do not have access to CustomersDot – for such customers, proceed to the ownership verification steps.
Ensure that the requestor has exhausted all self-service options:
Only after ruling out the self-service options above will we consider making the requested ownership change.
First, we need one of the following in order to verify eligibility for the ownership change:
Export license usage filebutton on the right-hand side (or directly from
NOTE: We do not accept vouches from GitLab Team Members (including Account Owners listed in SFDC) as proof of a customer's association to a subscription.
Please consider using the Change Customers Portal Contact macro to ask for this information. Be sure to copy the existing CustomersDot contact on the reply.
If a customer requests to add another subscription management contact without removing the current contact, first verify their identity as outlined under ownership verification.
Once we have received one of the verification requirements, we can proceed to add a subscription management contact:
Salesforce Account IDfrom the existing account to the new account
SSPChannel. If it is marked as Reseller, ensure the
Login activatedcheckbox is unchecked. Note: Make sure you tell the customer that they cannot log in to the account because they purchased through a reseller.
Use this workflow if a customer requests to change a subscription contact by either taking over ownership, handing over ownership, or re-gaining access to a subscription that was set-up by another person not in the organization anymore.
We should try to always retain the original CustomersDot account with access to the Zuora subscription until Issue#4247 is resolved.
Currently, an Order entry in the database is linked to one customer account only.
If the Order points at a Customer that doesn't have a
zuora_id on it, the customer's Subscription cannot be found.
This may then lead to cloud activation errors and SaaS subscriptions not syncing to GitLab.com.
As first option we should always ask the customer to reset the account password and access the corporate email address to complete the reset and then change the associated email, name for the account, and linked GitLab.com account (if applicable).
For any situation where the customer is not able to complete the self-served option on CustomersDot:
Pass to Billing team by following the Zuora Contact Change Workflow.
Always remind SaaS customers to link their GitLab account to ensure their subscription is kept in sync with the linked GitLab group.
Reseller customer note: This process is slightly different for customers who have purchased their subscription through a reseller, as the customer will not be directed to create a new cDot account. Instead:
Please keep in mind that the customer (if purchased via a reseller) will only have one subscription contact in CustomersDot - if such a customer is requesting multiple contacts be added, please recommend that they propose a shared inbox or email address for the account update.