This details how GitLab Support works the License and Renewals queue (L&R) and how other teams might escalate those tickets should it be needed.
The L&R queue would be for customer tickets relating to issues with licensing and renewals. This might include topics like:
For issues relating to the product that handles licensing, those would be
directed to the
#g_fulfillment channel in slack.
The L&R queue should not be used for the following:
To begin working the queue, you would first want to complete the Growth Specialty Bootcamp. Once you have completed that, you will gain mastery in this area, thus signaling your readiness to work the queue.
Generally speaking, Subscription and billing issues will cover the majority of the issues you will encounter. For those not detailed there, it is recommended to either talk to an Escalation Point about the issue or make a MR to add the details to that page.
For issues that go outside the norm, you would want to reach out to one of our L&R queue escalation points:
These agents are trained in handling the non-standard L&R related issues and can help work through them.
For generalized license related questions, you can ask via the
channel in slack.
If the question pertains to a specific customer issue and the circumstances are such that you do not want to ask the customer to open a support ticket, you can open an internal issue using the
License Issue template for assistance.
Currently, the SLA for these tickets is 24 business hours.
Currently, there is only one real criteria for escalating a L&R ticket:
Outside of this, the ticket is usually able to wait until one of our agent's is able to work through the ticket.
To escalate a L&R ticket, you would want to follow Support's existing escalation policy.