Use the appropriate workflow on this page when a user requests the deletion of their GitLab.com account either through a Zendesk ticket or via an email to our Personal Account Requests Service Desk. These requests must be filled within 30 days.
When a request is received through Zendesk as a ticket, do the following:
This will simply advise the user to email personal-data-request@gitlab.com
in order to have their request processed. The request will then be serviced when received in the Personal Account Requests Service Desk.
When a user emails personal-data-request@gitlab.com
or gdpr-request@gitlab.com
an issue is automatically created in the Personal Account Requests Service Desk, meaning comments made on it will be emailed to the submitter.
Upon submission, the submitter will receive an autoresponder thanking them for their request and informing them that they must reply back for confirmation before we can proceed. Servicing these requests is a two stage process. When a request is received, complete all of the following tasks in each stage in order.
NOTE: Users have a total of 14 days to reply to our autoresponder with confirmation that they wish to proceed before we close their request due to a lack of verification.
NOTE: In order to keep track of which requests still require confirmation, you can optionally apply the
Awaiting Confirmation
label.
Deletion Confirmation: Confirm that the user has replied back confirming that they wish for us to proceed, this will appear as a comment on the issue. If the user has not provided this confirmation within 7 days, remind them to with the Confirmation Reminder
snippet below.
Greetings,
Recently we received and responded to a request to delete your account. As mentioned in our first response, we require positive confirmation of the request in the form of a reply to this message stating that you do want your account deleted.
We have not yet received that confirmation from you. Please reply to this email to verify that you want your account deleted.
This email contains a unique key that helps us verify that the owner of this email address made the request. Sending a new email to personal-data-request@gitlab.com will re-initiate this process. You must reply to this email in order to delete your account.
Regards,
If the user chooses to provide this confirmation by sending us an entirely new request, resulting in a new issue, reply to the original issue with the following Request Re-Confirmation
snippet and close the new issue.
Greetings,
Recently we received and responded to a request to delete your account. As mentioned in our first response, we require positive confirmation of the request in the form of a reply to this message stating that you do want your account deleted. We have not yet received that confirmation from you.
Please reply to this email to verify that you want your account deleted. This email contains a unique key that helps us verify that the owner of this email address made the request.
Sending a new email to personal-data-request@gitlab.com will re-initiate this process. You must reply to this email in order to delete your account.
Regards,
If 7 more days have passed since the reminder was sent without confirmation from the user, send the following Request Closed - No Confirmation
snippet and close the issue.
Greetings,
Due to lack of identify verification. Your request for account deletion is denied. This issue will be closed.
Regards,
Username Confirmation: Verify that the user has provided the username of the GitLab.com account associated with the originating email address of the request. If they have not, ask for them to provide it by replying with the Verify Username
snippet below.
Greetings,
We appreciate you confirming your intent to delete your GitLab.com account. However, before we can proceed we will also need you to confirm the username of the GitLab.com account associated with this email address.
Please provide this username at your earliest convenience so that we can begin the account deletion process.
Regards,
If the username provided does not match the GitLab.com account associated with the originating email address, request confirmation of additional information by sending the Verification Challenges snippet.
Once the user replies back with their answers to the challenges, follow the Account Verification workflow using a data classification of CLEAR
. If verification fails or is otherwise not possible, apply the Account Verification Failed
label and do not proceed further.
Paid Namespace Confirmation: Verify that the user is not associated with a paid namespace on GitLab.com. If they are, do the following:
Send the following Paid Namespace Found
snippet:
Greetings,
As your account is associate with [Customer Name], we are unable to complete your request. Please contact your organization's system administrator to remove you from their projects if you would like to delete your account. After removal from [Customer Name]'s projects, you will need to begin a new Privacy Request.
This ticket will be marked as 'Solved'.
Regards,
Support::SaaS::Account Deletion - Customer Contact Inform
macro on behalf of the customer using the contact information for them associated with the subscription in the Customer Portal.Support Engineer:
in order.An overview of this process is outlined in the chart below.