This is a detail guide of how to handle requests to merge or split subscription(s).
Short answer: No, support do not merge or split subscription(s). We cannot even if we want to.
Generally, we do not support mixed license or multiple subscriptions for a single GitLab instance or GitLab.com group. Only one license can be used on a GitLab instance at a time; similarly, only one subscription can be associated to a GitLab.com group namespace at a time. If customers have multiple subscriptions and they wish to use the subscription on a GitLab instance/GitLab.com group, the latest subscription needs to be submitted as add-on to the existing subscription.
It's not possible to merge the subscriptions if the opportunity in SFDC were both submitted as
If there are two opportunity for two separate subscriptions and the customer requires one license for both of the opportunity, the latest opportunity will need to be credited via a credit opportunity and a new opp will need to be submitted as an add-on to the already existing opportunity for the already existing subscription. For any further questions around the opportunities please reach out to the Sales Support team.
Example case: https://gitlab.zendesk.com/agent/tickets/162478 (internal)
Exception: When a customer has an existing subscription they purchased direct, and wants to buy additional seats via a reseller, a new subscription should be generated because of different terms. Similarly, if a customer has a subscription with reseller A, and wants to purchase additional seats via reseller B, a new subscription is required for the add-on purchase.
This is being actively discussed in Route to Market Mid-Term Change Alignment. For now, we should generate a new license that will include seats from both existing and new subscription for customer.
Interesting to note: Reseller subscriptions and direct-purchased subscriptions should not be on the same customer account. Which means that in some cases you will be generating a license for the sum of 2 subscriptions across 2 customer accounts.
This is quite similar but reverse to merging the subscriptions. If customer purchase multiples seats and wish to use those seats in a subscription to multiple GitLab instances or multiple GitLab.com groups, they would need two different subscriptions.
Example case: https://gitlab.zendesk.com/agent/tickets/126634 (internal) More context: https://gitlab.com/gitlab-com/support/internal-requests/-/issues/450#note_192403894
To move the ticket forward, please check whether the new subscription was purchased through a new reseller. This can be done by:
Bill to is different for both subscriptions, we can generate a new license that would include
Users in license from both subscriptions.
Bill to is the same for both subscriptions: