Purpose

We know finding information for issues can be tough as a new support team member given the amount of information available. For this reason, we've created a list of common support requests as a navigation guide. This reference includes links to existing reference material, "live" ticket examples and special handling notes.

Below these references, you'll find detailed workflows for specific scenarios you might encounter. If there's ever a conflict between what is documented in the quick reference or what was done in a historical ticket and a workflow, the workflow is authoritative (and you should consider submitting an MR to bring things into line!)

Common Support Requests

Accounts Receiveable Requests

Example Tickets
- Migration from Self-Managed to GitLab.com + Invoice Request
- Needs an invoice & wants to change credit card on file
- Wants monthly billing
- Wants to cancel/refund, IS within 45 days of purchase
- Request for copy of W9
- Wants to cancel/refund, is NOT within 45 days of purchase
  - Example 1
  - Example 2
Special Handling Notes
When sending a request to the Accounts Teams, use the ZD Macro General::Accounts Receivable to move this into their queue.
Additional Reference
- 2019 W9 for Customers
- Handling Refund Requests

Sales Requests

Example Tickets
- Wants a quote for purchase
- Upgrade from one paid plan to another paid plan
Special Handling Notes
When a customer already subscribes to a paid plan and they want to upgrade to another paid plan, request must be sent to Upgrades and Renewals. In this case, use the ZD Macro General::Upgrades and Renewals.

Account Access - GitLab.com

Example Tickets
Additional Reference
- Account Verification

Subscription & General Account Clarification - GitLab.com

Example Tickets
- Purchase while on trial
  - Example 1
  - Example 2
- Clarification between personal subscription and group subscription
  - Example 1
  - Example 2
- User accidentally upgraded plan for personal account instead of group
- Purchased (& was charged) for a paid plan but not applied to account
Additional Reference
Licensing and Subscriptions FAQ for more info

Dormant Namespace - GitLab.com

Example Tickets
- Requested namespace is deemed Active, contacted owner successfully
- Requested namespace is deemed Active, request denied
- Requested namespace is deemed Inactive, request approved
Special Handling Notes
- Ticket status clarification, when sending a request to the username owner, set original ZD ticket status to On-Hold and new ticket (to usename owner) to Pending
Additional Reference
- Dormant Namespace Policy

Security, DMCA & Spam - GitLab.com

Example Tickets
Special Handling Notes
- For blocked users, contact Security on Slack (example) to find out why user was blocked and if the block can be removed.
Additional Reference

Misc. Internal Request Resources

Questions about:
- Partnership opportunities: slack #Partnerships, also give Integrate with Gitlab link
- #education-oss
- Escalated upgrades/renewals/downgrades: slack Vilius Kavaliauskas (EU Timezone) or Kyla Gradin (US Timezone)
- OSS Gold program: slack #community-advocates
- Google Cloud Plaform credit issues: see support workflow

Tools Used by Request Type

Request	Risk Factor Worksheet	API Username Lookup	GitLab.com Admin	Customers Portal - Admin	Mailgun
2FA	X	X	X
Password Reset		X	X		X
Invoice Request				X
Change Credit Card				X
Cancel Trial				X
Cancel + Refund				X
Dormant Username		X	X
Blocked by Security

Tools Tips

API Username Lookup: Use in Firefox for an easier to read, parsed output
Customers Portal - Admin: Shared login, password in vault.
Mailgun: Shared login, password in vault. Make sure you switch the log view to mg.gitlab.com

Support Quick Reference

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