GitLab offers several programs to help introduce GitLab's most powerful features to communities who may not otherwise have the means to access them. These include:
GitLab does not offer non-profit discounts or programs; however, users can apply to these community programs to receive Ultimate benefits if they meet the requirements. The Community Programs team is the DRI for these programs.
Use the relevant workflows below when you receive a ticket about GitLab for Education, GitLab for Open Source or GitLab for Startups.
Note: Program members receive only limited support with subscriptions granted through community programs. They are able to open a support ticket via the GitLab Support Portal only for errors involving the Community Self-checkout Portal on CustomersDOT or for errors relating to their subscription. Internal escalations for all three of the programs can be made via Slack channel #community-programs.
When a customer seeks to apply or renew an existing subscription, send the General::EDU Response macro.
When a customer seeks to apply or renew an existing subscription, send the General::OSS Response macro.
When a customer seeks to apply or renew an existing subscription, send the General::Startup Response macro.
GitLab's Community Programs team processess program applications according to an automated workflow. Review the handbook pages related to that workflow for additional details on how it works.
To troubleshoot errors during the registration process, follow the Troubleshoot Errors While Making Purchases on CustomersDot document.
Note: Since the customer has not signed up yet, there is no user:customerID. Use user.ip:CustomerIP instead.
You can retrieve CustomerIP by:
ConversationsEvents from the drop downNote: The IP is only available when the customer is signed in on Zendesk. If the customer submits the ticket via email, and IP is not available, please ask the customer for the IP they used during the signup process.