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.
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. If a customer or sales representative raise an extend trial request on a customer ticket, we should respond that an internal request must be created by the sales representative to request the trial extension.
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.
NOTE: Due to customers #973 and customers #1643, these must be done via mechanizer or CustomersDot console. Once those issues are resolved, these requests should be done via CustomersDot admin.
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
If a customer is requesting a trial extension, please follow Working with Sales workflow to let Sales team know in case they would like to have a discussion with the customer.
Support::L&R::Trial Subscription - Exclusions Sign Offmacro in Zendesk for this purpose. Be sure to assign the ticket to yourself so that you will receive the customer's response and be able to take action quickly.
Note: We cannot extend the trial if the customer hasn't started one on the namespace. The Subscription name field in the ZenDesk Mechanizer app is there for that reason. When there's a Subscription name, the mechanizer will create a new trial for the namespace.
As of 2022-07-01, Support won't act on any request for trials on top of plans.
A namespace cannot have a trial and an active subscription run concurrently.
A workaround is to advise the customer to create a new group and request a trial for it in order to test the higher plan features. See more in the Sales FAQ for Trials over Paid Plans on GitLab SaaS.
There is an open feature request #12186 requesting to implement this functionality in GitLab.
Plan changes should never be done manually except in the following cases:
Plan changes on a paid non-trial namespace should be done through a subscription purchase.
If a manual plan change is required for non-emergencies, a legal issue must be created and approved by legal as manually changing a plan causes data discrepancies, can cause legal issues, and can cause bug issues.
Before actioning a downgrade request:
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.
A NFR SaaS 'license' must begin with either an existing trial or a new trial on a GitLab namespace.
Console acccess is then required to convert from trial to an NFR subscription.
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: