Handling Upgrade / Renewal Requests

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Overview

Use this workflow when there's a query about upgrading or renewing a GitLab license or GitLab.com subscription.


Workflow
  1. Make sure that there aren't any other types of queries that would need the Support team's attention
  2. Use the General::Upgrades and Renewals macro to transfer the ticket

High Priority Cases

In some cases, a renewal may be of particularly high priority and needs urgent attention (e.g. the license will expire within a few days). In these cases, please:

  1. Determine who the account owner is in SFDC
  2. Ping them on Slack with the appropriate ticket number and context