Fulfillment Recap: 16.0
❓ What This Is
Fulfillment work is largely cross-functional and impacts many teams at GitLab. This milestone review is aimed at sharing with our cross-functional stakeholders the progress made in the most recent milestone, share some wins, acknowledge challenges, and reflect on key learnings as we move into the following month.
Group Updates
Provision
Key achievements:
-
Made
Provision
records exportable from CustomerDot, providing us with visibility into historical reporting. See this Slack update for details on latest provision failure reporting. - Began preventing SaaS subscriptions from being downgraded to Free during the two week grace period.
- Resolved an issue with true-up calculations for MY cloud licenses. (Support Priority4)
- Improved our SaaS sales-assisted customer mailer experience by introducing new mailers for Renewals and Subscription Updates, new voucher mailers to SFDC, and ensuring instructions are sent only when a namespace is not already linked.
- Completed UAT testing for key cross-functional projects, including Matterhorn price changes for sales assisted scenarios, web direct scenarios and Zuora Ramps future interval provisioning.
- Completed several Spike issues, preparing us for future work on:
Team updates:
Learnings
Purchase
Key achievements:
- Spike scoping issues, epics, and V1 designs for seat usage and purchasing for Project Juvet created.
- Premium FO Discounting development and testing was the majority focus of the milestone. Planning to launch in 16.1.
Team updates:
- Team has been at lower capacity 4 engineers instead of the regular 5. Trend will continue into June.
Learnings
Utilization
Key achievements:
Since Utilization team is focused on Storage, will leverage updates from latest Storage update
- Storage visibility MVC: 71% complete (34 closed, 14 open) based on known issues closed as of 2023-05-22 (excluding anything being considered out out of scope) -- up from 66% complete (31 closed, 16 open) as of 2023-05-09. Enforcement of storage limits for free namespaces: 65% completion based on known issues closed (now excluding GTM work in order to highlight dev work) as of 2023-05-22 (78 closed, 42 open) -- up from 59% complete (69 closed, 48 open) as of 2023-05-09.
- Banner Notifications -- lots improvements to warning notification banners have been merged. See further details in this issue.
- Cost Factors -- fully rolled out the calculation of storage forks for namespaces across gitlab.com.
- Admin Controls -- added the namespace exclusion form to the admin control panel.
Team updates:
Learnings
Billing and Subscription Management
Key achievements:
- Completed all work and testing for Matterhorn Discount Renewal, in preparation for the price increase.
-
Changed the text on the button to enable auto-renew (from
Resume subscription
toTurn on auto-renew
), so it's more obvious to the customer. - Updated the Change Linked Namespace flow for Reseller customers, so that they aren't prompted to pay for overages. We are getting very close to enabling Customers Portal access for Reseller Customers.
- Started to include revenue email (as BCC in SFDC) on
QSR Processed
emails. - Updated the process to notify the Field about subscriptions that will not auto-renew. This was a great collaborative effort with @mikesmith1 @asipala and @monicaj
🙏 . - Updated the Welcome to Customers Portal email so that it's more inline with Provision emails that we send, and has context about Reseller subscriptions.
- Added several fixes to Storage subscription auto-renewal: Auto-Renew Storage subscription even when it contains CI Minutes and Enable Invalid Payment mailer for subscriptions with Storage product.
- Completed a Spike and LOE for Project Juvet.
- Started working on a solution for automated data creation - This helped with creating test data for Matterhorn UAT and will hopefully give productivity boosts to our engineers working on local
Team updates:
Learnings:
Fulfillment Platform
Key achievements:
- Successfully finished the Ruby 3 upgrade for CDot
- We made great progress for the Spike to investigate a suitable technical solution for temporary extensions at renewal for the field, including finalizing work breakdown for the SM use case and started with the investigation for the SaaS use case.
- We added the Zuora Subscriptions tab and list of invoices to the CDot admin (also read only) view that allows the field to directly help our customers and don't need to reach out to e.g. L&R support.
- For improving Bill To and Sold To contact management in CDot we were able to further move the work on caching Zuora contacts locally with great feedback and alignment from the data team and moving compliance in CDot using Account Contacts to 50% completion
- For SSO as the only login option for CDot we aligned with security on the mechanisms for the new one-time sign in link functionality, created another plan to deprecate the legacy login and moved forward with the iteration to allow CDot access with SSO for first time login which is close to be completed.
- We added the EntApps team and Sales systems team as an automatic reviewer for changes in CustomersDot that affect e.g. Zuora or SFDC to mitigate bad impact on our stakeholders
- We added mean time to resolution (MTTR) as a metric to our Grafana Dashboard.
Learnings
- We removed around 400 accounts with
write
permissions from CustomersDot admin due to compliance reasons, and with that the Field lost all write permissions in CustomersDot including the impersonation of a CDot account feature which were needed for their daily work. As this wasn't communicated upfront, we ran into a situation where we needed to find alternative solutions asap (which worked out great).
Tasks
-
@ofernandez2
update issue title & milestone to reflect the appropriate milestone -
All PMs add updates for their groups -
Provision - @courtmeddaugh -
Billing and Subscription Management - @tgolubeva -
Purchase - @alex_martin -
Utilization - @alex_martin -
Fulfillment Platform - @mgass1
-
-
Make template updates based on any retro/feedback items. https://gitlab.com/gitlab-com/Product/-/blob/main/.gitlab/issue_templates/Fulfillment-Monthly-Recap.md -
@ofernandez2
add a highlights comment and close out the issue. Tag in interested parties:cc: @gl-product-leadership @justinfarris @s_mccauley @jrabbits @james_harrison @jbrennan1 @fulfillment-group/leadership @gitlab-com/support/licensing-subscription @kkutob @cfarris @jdbeaumont @NabithaRao @jesssalcido
Edited by Omar Fernandez