By default, trial licenses do not include support.
If you've been contacted by a prospect whose evaluation of GitLab includes evaluating support expertise or SLA performance, as a member of the Sales team you can grant request temporary support for their trial license. Please note this is only available for 30 days. After that point, the account will be downgraded back to the standard levels for a trial/prospect, unless an extension request is filed and approved.
Free access to support granted in this way is not for any customer who wants it, but for strategically important prospects for whom evaluation of support is part of their decision criteria. There may be many factors Sales leadership will consider in deciding which prospects are eligible. Generally, prospects with potential ARR of less than $100,000 may not be likely to be approved.
Prospect. This cannot be applied to any type of account other than a
Requests to create a new priority prospect are done via issue in the support-ops-project repo. The template for this can be found here.
Once submitted, have a regional sales manager comment on the issue approving the request. From there, Support Operations will work the request.
Creating a new one can take up to 24 hours to complete, pending no issue preventing it from being done. You should plan for this delay as much as is possible.
NOTE: Customers should not submit any tickets until this process is completed. Doing so can result in the tickets being rejected, as the priority prospect status is only applied on tickets filed after the request has been completed.
Once the expiration date has been hit, the account will be reverted back to a free, non-supported prospect. If there is a need to extend it, please file a request extension a week prior to the expiration date.
Requests to extend an existing priority prospect are done via issue in the support-ops-project repo. The template for this can be found here.
NOTE: Keep in mind these should be filed a week prior to the expiration date to avoid issues.
Once submitted, have a regional sales manager comment on the issue approving the request. From there, Support Operations will get approval from Support leadership work the request.
Requests to cancel an existing priority prospect are done via issue in the support-ops-project repo. The template for this can be found here.
This should be done in a case where it has been decided to cancel priority prospect status.
The customer should never submit a ticket before this process is fully completed (as indicated by Support Operations in the request issue). Doing so before that can result in the ticket being rejected.
Once the process is fully completed, the customer should be informed of the following vital information for submitting tickets: