GitLab.com only offers the self-service ability to trial the Ultimate subscription.
GitLab.com support can assist with trials of other plans. Ask the user to create the GitLab.com Ultimate trial, then change the plan via the CustomersDot admin
GitLab Groups page.
NOTE: Soon to be deprecated
Sales will often request through a Zendesk Ticket that we extend the duration of GitLab.com trials on behalf of their prospects. These tickets will always be raised from the GitLab Support End User email@example.com, with the submitter cc'd on the ticket. The following workflow should be followed to service them.
If any fields when opening the ticket were filled out incorrectly, send a public reply in the ticket asking the submitter to supply the missing information.
Namespace:field contains a valid GitLab namespace and it that holds the active trial. This should not be a Salesforce link or email address.
Extend the date to:field contains a future date.
Trial license plan:field is filled out
At present, a namespace cannot have a trial and an active subscription run concurrently. A customer may request this if they wish to give a higher-tier subscription a trial.
There is an open feature request #12186 requesting to implement this functionality in GitLab.
In the meantime, if you receive one of these requests, ask the requester that they and their customer understand the risks involved.
Due to various bug issues it has caused, we are `[working on deprecating trials on an existing SaaS subscription](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/3887)`. As we recognize this is a sudden change and communication is still in progress, we can go ahead. However, we want to ensure that you and your customer are aware of the risks.
By manually updating the plan, the namespace's plan will no longer match our subscription records. If the system does a validation check, it will `**immediately**` downgrade the namespace to Free. If this happens, customers can submit a high priority ticket, but are asked `*not*` to submit an emergency ticket as this is a known risk for the change requested.
If the customer does not want to take the risk, we recommend they start a 30-day trial on a separate group, and fork (or create) a project to test the features in the trial group.
If you have communicated the above with your customer and you still want to go ahead, then please confirm that for us and we will make the requested change.
If the requester still wants to go ahead:
If the namespace accidentally gets downgraded to Free and the customer no longer wants to be on the Ultimate trial, use the force associate. Otherwise, manually changed them back to the Ultimate plan.
Except for downgrading to Free, plan changes on a paid non-trial namespace should be done through a subscription purchase.
If a plan must be modified manually, ensure you have approval from product, development, or a support manager, as manually changing a plan causes data discrepencies and can cause bug issues. Use an internal ZD ticket to track approval, the change made, how the change was made, set yourself as assignee, and a due date to remind yourself to change it back.
In the case of an emergency, please make the change, and pass the ticket with an internal note to, or create an internal request for, the L&R team to investigate.
From CustomerDot you can only change the plan type not the subscription end date.
customersand search for the customer.
If you receive an error, follow the usual troubleshooting procedures in looking up the error in sentry and/or for an existing CustomersDot issue, adding to an existing issue or creating a new one as required.
If you get an error, use admin following the instructions in the next section.
Planto the appropriate plan (
Premium Trialin these cases – these plans are intended for use by automated systems only, and may cause an error on the namespace when set incorrectly.
To extend a trial SaaS extension.
view_namespace '<group name space>'
o = Order.find 123456
o.update!(product_rate_plan_id: Plan::ULTIMATE_SAAS_1_YEAR_PLAN, quantity: 25, end_date: Date.parse('2022-11-09'), trial: false)
Gitlab::Namespaces::UpdatePlanInfoService.new(o, force_sync: true).execute
Some important information to consider: