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.
Select Partners may contact us by submitting a ticket from the support portal. To ensure proper ticket routing, which helps to prevent first response delays, they should:
GitLab Support will work directly with the Select Partner, not with their customer, using the Ultimate support level regardless of the customer's actual support level.
Note to Support: Never associate a customer to a 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.