Select partners are by invitation only and are reserved for partners that make a greater investment in GitLab expertise, develop services practices around GitLab and are expected to drive greater GitLab product recurring revenues.
This should open the ticket in the Zendesk Select Partner form in zendesk. From here, GitLab Support talks directly to the Partner, not their customer. The Support Plan will be assumed at Ultimate level.
Note: Never associate a customer to an Select Partner's organization, or vice-versa!
When Select Partners needs to send support files, we have 2 current methods available to accomodate this:
Support provided to Select Partners and their customers will vary depending on the circumstances under which a ticket is raised. Some examples are:
A Select Partner creates a ticket to address a GitLab concern brought to them by their customer. The Select Partner will manage the ticket and serve as the go-between for the customer and GitLab Support. We will deliver Priority Support regardless of the customer's subscription.
A Select Partner is doing commercial work for a customer and raises a ticket. They should do so under their own account using a subscription they have purchased for themselves. We will deliver support based on the subscription the partner has purchased.
A Select Partner is doing internal training, testing or knowledge building. They should raise a ticket under their account using their NFR licences.
These examples are not exhaustive. If in doubt, ask questions about the situation under which the ticket is being raised.