Update Developer Relations contributor-success and strategy-programs references (support section)

Qualifying requirements:

1. Requester has [filed an internal request](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/) or ZenDesk ticket to track request.

1. Request is approved or created by a [Community Relations](/handbook/marketing/developer-relations/#i-classfas-fa-users-fa-fw-color-orange-font-awesomei-meet-the-team) or [Contributor Success](/handbook/marketing/developer-relations/contributor-success/#team-members) team member.

1. Request is approved or created by a [Community Relations](/handbook/marketing/developer-relations/#i-classfas-fa-users-fa-fw-color-orange-font-awesomei-meet-the-team) or [Developer Relations Engineering](/handbook/marketing/developer-relations/engineering/#team-members) team member.

1. GitLab.com admin account

Once verified, use the following steps:

## Overview

GitLab allows community contributors to contribute to GitLab Enterprise Edition. Wider community members should follow the [process described here](/handbook/marketing/developer-relations/contributor-success/community-contributors-workflows/#contributing-to-the-gitlab-enterprise-edition-ee), this page is targeted at GitLab team members. After trialling for 30 days, an EE license for 90 days can be generated if requested by a Contributor Success team member using [the internal request form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/). Use the **GitLab Support Internal Requests for Global customers** request option, and **Wider Community License** for the internal request type. Subsequent requests can be processed as necessary.

GitLab allows community contributors to contribute to GitLab Enterprise Edition. Wider community members should follow the [process described here](/handbook/marketing/developer-relations/engineering/community-contributors-workflows/#contributing-to-the-gitlab-enterprise-edition-ee), this page is targeted at GitLab team members. After trialling for 30 days, an EE license for 90 days can be generated if requested by a Developer Relations Engineering team member using [the internal request form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/). Use the **GitLab Support Internal Requests for Global customers** request option, and **Wider Community License** for the internal request type. Subsequent requests can be processed as necessary.

## Actioning

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 for Education](/handbook/marketing/developer-relations/strategy-programs/education-program/)

- [GitLab for Open Source](/handbook/marketing/developer-relations/strategy-programs/open-source-program/)

- [GitLab for Education](/handbook/marketing/developer-relations/programs/education-program/)

- [GitLab for Open Source](/handbook/marketing/developer-relations/programs/open-source-program/)

[The Strategy Programs team](/handbook/marketing/developer-relations/strategy-programs/) is the DRI for these programs.

[The Developer Relations Programs team](/handbook/marketing/developer-relations/programs/) is the DRI for these programs.

For registered non-profit organizations, GitLab also offers discounts. Contact GitLab's [Environmental, Social, and Governance (ESG) team](/handbook/legal/esg/#faq) for more information regarding this program. And for Startups, the HVS and FOs team offer discounts through the [GitLab for Startups](/handbook/sales/high-velocity-sales-fo-team/startups-program/) program.

Use the relevant workflows below when you receive a ticket about [GitLab for Education](https://about.gitlab.com/solutions/education/), [GitLab for Open Source](https://about.gitlab.com/solutions/open-source/) or [GitLab for Startups](https://about.gitlab.com/solutions/startups/).

{{% alert title="Note" color="info" %}}

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](https://about.gitlab.com/support/#issues-with-billing-purchasing-subscriptions-or-licenses) only for errors involving the Community Self-checkout Portal on CustomersDOT or for errors relating to their subscription. Internal escalations for GitLab for Education and GitLab for Open Source can be made via Slack channel [`#strategy-programs`](https://gitlab.enterprise.slack.com/archives/CB21NTDJQ). For Startups Program use the Slack channel [`#startups-program-questions`](https://gitlab.enterprise.slack.com/archives/C04SS1ERWP9)

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](https://about.gitlab.com/support/#issues-with-billing-purchasing-subscriptions-or-licenses) only for errors involving the Community Self-checkout Portal on CustomersDOT or for errors relating to their subscription. Internal escalations for GitLab for Education and GitLab for Open Source can be made via Slack channel [`#developer-relations-programs`](https://gitlab.enterprise.slack.com/archives/CB21NTDJQ). For Startups Program use the Slack channel [`#startups-program-questions`](https://gitlab.enterprise.slack.com/archives/C04SS1ERWP9)

{{% /alert %}}

## Workflows

### "This code has already been used." error when attempting to redeem coupon

Please raise the ticket in `#strategy-programs` as the coupon may have been erroneously issued.

Please raise the ticket in `#developer-relations-programs` as the coupon may have been erroneously issued.

### Customer is concerned by their seat usage or true-ups

1. If the customer reports back that they are being helped, close the ticket

1. Otherwise, if the customer reports back that they are not being helped, let them know

   that you will contact the program team yourself to ensure they get the help

   they need, and then reach out in the `#strategy-programs` Slack channel. For non-profits, reach out in `#gitlab-for-nonprofits` channel.

   they need, and then reach out in the `#developer-relations-programs` Slack channel. For non-profits, reach out in `#gitlab-for-nonprofits` channel.

1. Otherwise, if the customer does **not** report back and the ticket returns

   from being on hold, close the ticket with an appropriate message

## Troubleshooting

GitLab's Strategy Programs team processess program applications according to [an automated workflow](/handbook/marketing/developer-relations/strategy-programs/program-resources/#automated-application-workflow). Review the handbook pages related to that workflow for additional details on how it works.

GitLab's Developer Relations Programs team processess program applications according to [an automated workflow](/handbook/marketing/developer-relations/programs/program-resources/#automated-application-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](/handbook/support/license-and-renewals/workflows/customersdot/troubleshoot_errors_while_making_purchases#getting-error-message-from-sentry).

## See Also

- [Collaborating with Strategy Programs (Sales Training)](/handbook/sales/training/sales-enablement-sessions/enablement/collaborating-community-programs/)

- [Collaborating with Developer Relations Programs (Sales Training)](/handbook/sales/training/sales-enablement-sessions/enablement/collaborating-community-programs/)