GitLab.com Subscriptions

On this page


Overview

Many customers sign up for GitLab.com Subscription Plans and this guide will tell you how to verify what a customer has subscribed to, explain upgrade paths and how to process refunds.


Verifying Subscription Status

  1. Sign in to customers.gitlab.com using the support credentials in 1Password

  2. Select Customers from the navigation on the left

  3. In the Filter box, search for the customer using any of the criteria you got from the customer (name, company, etc.)

    • If you don't find the customer this way, ask the customer for more information about their account on customers.gitlab.com
  4. On the right side of the customer's entry, you will see a lowercase i. Click on it to see lots of this customer's data.

    • On the new page you can find the Zuora and SalesForce accounts.
  5. Click the Impersonate tab on the top of the page
  6. On this new page you will see the customer's plan and its expiration date.

Using SalesForce

  1. Sign in to Salesforce using the support credentials in 1Password

  2. At the top of the page, search for the user or company

  3. Look under the Accounts category for a result. Click on the Account Name that matches the company you're looking for.

  4. Under GitLab Subscription Information look for the Purchased Products. You can also find the Next Renewal Date in this section.

Upgrading an account

Customers may want to upgrade their accounts (e.g. from Bronze to Silver) to access features not offered under their plan.

To process an upgrade:

  1. Verify their current subscription status
  2. In SalesForce, locate their account and find the Account Owner
  3. Reply to the upgrade request ticket in ZD (or create a new one) and CC the account owner.

Refunding an account

For various reasons customers may want a refund on their account. To process a refund:

  1. Verify their current subscription status
  2. Determine whether they are eligible for a refund
  3. Determine the reason that they're cancelling and requesting a refund
  4. CC ar@gitlab.com in the ticket explaining the reason for cancellation