| **Product** | License Activation | The customer has assigned all licenses | Has the customer deployed their licenses? This is an indicator of seat reduction / expansion | License utilization | All | 100% |
| **Product** | User Engagement | 73% of users are Monthly Active Users | Are users logging in and using the product? | Unique Monthly Active Users / billable_user_count | All | 50% |
| **Product** | Adoption (Use Case) | Use Case adoption | Is the customer adopting use cases and progressing into “stickier” areas of GitLab? | SCM —> CI —> DevSecOps adoption | All | 30% |
| **Product** | User Engagement | 73% of users are Monthly Active Users | Are users logging in and using the product? | Unique Monthly Active Users / billable_user_count | All | 0% |
| **Product** | Adoption (Use Case) | Use Case adoption | Is the customer adopting use cases and progressing into “stickier” areas of GitLab? | SCM —> CI —> DevSecOps adoption | All | 100% |
| **Risk** | TAM Sentiment | The sentiment as determined by the TAM, if applicable | What has the TAM determined from cadence calls? | TAM Sentiment | TAM owned | 100% |
| **Outcomes** | ROI Success Plan | Ensure the ROI Success Plan is aligned to customer | A missing or poorly constructed Success Plan highlights a lack of alignment between GitLab and customer desired outcomes. | Green Success Plans Delivered EBRs | TAM owned | 100% |
| **Outcomes** | Verified Business Outcomes | Completed Success Plan Objectives | Failed or missed PBOs can be a sign of distress; successful PBOs can highlight renewal expansion | Successfully completing at least one VO each year | TAM owned | Not started |
| **VoC** | Support - Escalations | Severity 1 or 2 tickets | If there are severity 1 or 2 tickets, that can indicate unhappiness or frustration | Measure if there are Sev1 tickets in the last 180 days or Sev2 tickets in the last 90 days | All | Not started |
| **VoC** | Support - Engagement | Customer sends in tickets | Determining if the customer is engaged with Support | Retain existing methodology, but tweak to allow more tickets as a good thing | All | 100% |
| **VoC** | Support - Engagement | Customer sends in tickets | Determining if the customer is engaged with Support | Retain existing methodology, but tweak to allow more tickets as a good thing | All | 70% |
| **VoC** | Support - CSAT | Customer completes CSAT surveys and provides feedback | Is the customer giving feedback and what are the scores (response + outcomes) | Benchmark a minimum XX% response rate for green health and provide CSAT results to TAM | All | Not started |
| **VoC** | NPS Surveys | The customer responds to and provides high scores | Because surveys are a good indicator of the customer’s perception of the product and company; this can | Survey responses rates + survey scores | All | Not started |
| **Engagement** | Engagement | Recency of TAM cadence call | Lack of customer engagement | Date of last TAM cadence call | TAM owned | 100% |
