Working with reseller related requests

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3. Support Team Handbook
4. Licensing & Renewals
5. License & Renewal Workflows
6. Working with reseller related requests

• Overview
  • Identifying whether a customer purchased through reseller
    • Via Zuora
    • Via Salesforce
  • Requests to update end-user contact information
  • Handling reseller customers' requests for direct renewal
    • Enabling CustomersDot login
  • Handling the ticket
  • More Reseller Workflows

Overview

Reseller is another word for Channel Partner. Note that an Alliance Partner is different from a Channel Partner, and is not a reseller. See the GitLab Alliances Handbook Page and the Internal Alliances Handbook Page for more on alliances.

When a customer purchases through a reseller we follow different workflows than we do for WebDirect or Sales Assisted purchases. Note the following for a customer purchase through a reseller:

1. The customer will have NO access to Customers Portal. The customer's account is held under the name of the reseller, so there is no unique account for them to login to.
2. Additions or modifications to the existing subscription made through a reseller must go through the reseller, unless specifically allowed by the reseller.

Identifying whether a customer purchased through reseller

Zuora is the single source of truth for whether a purchase was made via a reseller, however this information can be viewed via either Zuora or SalesForce. Authorised resellers are listed on the GitLab Partner directory.

Via Zuora

Check if a subscription was purchased through a reseller by locating the Invoice Owner in the customer account on Zuora.

1. Searching for the customer account in Zuora
2. Click on the relevant subscription in the Subscription Number column
3. The reseller should be listed in the Invoice Owner field in the subscription page

Note: Sometimes you can also see Partners section in the end-user's SFDC account.

Via Salesforce

1. Open a quote that has its Status set as Sent to Z-Billing for an opportunity
2. Wait for the Zuora iframe to load
3. If the subscription was purchased via a reseller, the GitLab partner details will be listed in the iframe table under the Customer Account Details section as the Resale Partner.
   • The Resale Partner may also be listed in the Required Approvals From VP of Channel notes.

Requests to update end-user contact information

Important: Do not send a license file to the reseller partner.

If a reseller partner needs to have the end-user contact details updated (who should receive the license), you have the following options:

• Have the current Sold-To contact file a support ticket with us, following the workflow Add subscription management contact workflow
• The reseller partner must attach a copy of the subscription invoice to verify any contact change requested on an end-user's behalf

Handling reseller customers' requests for direct renewal

To assist a customer who requests to renew their subscription directly with GitLab instead of through their reseller, follow the working with sales workflow and ensure you mention that the customer first had a Reseller purchase.

Do not activate the CustomersDot login until the Sales-assisted purchase is processed. See Enabling CustomersDot login

If a customer with a reseller purchase decides to make a new purchase on a different account, their subscription would be a new purchase instead of a renewal. The license generated would therefore not include the previous subscription counts. Follow the troubleshooting license upload errors workflow to move the ticket forward.

Enabling CustomersDot login

Once a reseller customer renews directly with GitLab, we can restore login access to their CustomersDot account. To do this:

1. Important Navigate to the customer's Zuora account and confirm that SSPChannel is set as Non-Reseller.
   • If the subscription was a renewal, you can check the subscription history for an entry that changes the Invoice Owner as an extra confirmation step.
2. Navigate to the Edit tab of the CustomersDot account.
3. Tick the Login activated checkbox.
4. Click Save.

Handling the ticket

Tickets from customers who purchased through resellers are often seen in the following scenarios:

• Cannot sign into to Customers Portal or Resetting password for Customers Portal is not working
• License cannot upload because there's true-up

To move the ticket forward gather any license or subscription information relevant to the ticket, and then follow the working with sales workflow and pass to Sales team.

More Reseller Workflows

• Associating purchases - ownership verification
• Associating purchases - Support assisted subscription contact management
• Pass to Sales - reseller exemption request
• Pass to Sales - reseller subscription change or question
• Not-for-Resale (NFR) program and policy