This page details how GitLab Support works the License and Renewals queue (L&R) and how other teams can escalate those tickets should it be needed.
The L&R queue is for customer tickets and internal issues relating to licensing and subscription. This might include topics like:
The L&R queue should not be used for the following:
When we look at the product Growth stage, we can see that the team owns responsibilities that align with the types of requests we generally see in the L&R queue:
|Growth Group||Ticket/Issue Request Type|
|Expansion||'How do I's, Upgrades|
|Fulfillment||Purchasing, CustomersDot Usage, Subscription Management|
|Retention||Renewals, Getting Started, License & User Management|
Support Priority- this helps the product team in prioritising for the next milestone.
Use the rollcall script and obtain a list of members for the group. If the script doesn’t work, or shows discrepancies, involve someone with console escalation access by applying the
Console escalation::GitLab.com label in the issue.
Checkout the relevant topics in our L&R internal wiki for assistance with these internal requests.
#questionschannel in slack.
#s_fulfillmentchannel in slack.
License Issuetemplate for assistance.
You can escalate an L&R ticket or issue using our Ticket/Issue escalation workflow. Usually, L&R tickets are able to wait until one of our Support Engineers is able to work through the ticket. Please mention the reason for escalation when using the above workflow to help us understand any history/context on why the ticket/issue cannot wait.