Switched swag to merch

### **Service Level Agreement (SLA) for Requests**

Below are the SLAs for our key request types: brand reviews, design requests, custom swag, team expressions, and video requests.

Below are the SLAs for our key request types: brand reviews, design requests, custom merch, team expressions, and video requests.

Please note that minimum **turnaround times begin from the date we receive all the necessary information** to start the design and **NOT from the date your request is submitted.**

2. Design Requests - Miinimum of **three weeks** for turnaround

3. Swag requests - Minimum of **four weeks** for turnaround

3. Merch requests - Minimum of **four weeks** for turnaround

    - If you are requesting custom swag for GitLab teams, TMRG groups, or special projects, please note that you'll need to submit a Tanuki Tab for Teams Expressions request **first** by using the design request linked in the section below.

    - Before submitting a request, please confirm that your team or program has approved budget for this order. If you're unsure, contact your Finance Business Partner. You will need a PO to complete the order. Please review the custom swag creative request process in the handbook.

    - If you have any questions, comments, or concerns regarding your creative swag request, please reach out in the #[brand](https://gitlab.enterprise.slack.com/archives/C0119M5HUER) Slack channel.

    - If you are requesting custom merch for GitLab teams, TMRG groups, or special projects, please note that you'll need to submit a Tanuki Tab for Teams Expressions request **first** by using the design request linked in the section below.

    - Before submitting a request, please confirm that your team or program has approved budget for this order. If you're unsure, contact your Finance Business Partner. You will need a PO to complete the order. Please review the custom merch creative request process in the handbook.

    - If you have any questions, comments, or concerns regarding your creative merch request, please reach out in the #[brand](https://gitlab.enterprise.slack.com/archives/C0119M5HUER) Slack channel.

4. Tanuki Tab for Teams Expressions requests - Minimum of **four weeks** for turnaround

    - A Tanuki Tab should be created first using the "Tanuki Tab for Team Expressions" issue template linked in the below section before swag or additional asset requests are addressed. If swag or additional assets are needed, please open a separate request.

    - A Tanuki Tab should be created first using the "Tanuki Tab for Team Expressions" issue template linked in the below section before merch or additional asset requests are addressed. If merch or additional assets are needed, please open a separate request.

    - Please review the [GitLab Team Expressions Style Guide](https://design.gitlab.com/brand-overview/brand-applications/#team-expressions) that we will be utilizing for your Tanuki Tab request.

5. Video Requests - Updated SLAs Coming Soon!

Please fill out one of these issue templates to request support. Please note, if these are not filled out we won't have the proper information for us to support your request.

Please note that if a request is submitted through Asana, Slack, or other unofficial channels, you will be asked to resubmit your request using the appropriate intake form. This ensures we have all the necessary information to begin work efficiently and keep everything properly tracked in GitLab.

**Specs Required at Submission for Event Asset Requests.**

To ensure event requests can move directly into production, all specs, templates, and/or dimensions must be provided at the time of submission. We are unable to begin design work without this information.

Submitting a request before specs are available does not reserve a place in the queue or speed up turnaround; it adds noise to our triage board and makes it harder to maintain an accurate picture of active, in-progress work. Any event issue submitted without specs will be closed and reopened once the required information is received.

**Why this matters:**

Incomplete submissions and short-turnaround requests have become a regular pattern, making it difficult for the team to maintain capacity for true urgent situations. This guideline is designed to create breathing room and ensure we can respond effectively when time-sensitive needs arise.

**Our ask:**

Please work with your vendors early to confirm specs, templates, and dimensions before submitting your request. Providing complete information upfront is the single most impactful thing you can do to speed up your turnaround and reduce unnecessary back-and-forth.

### **Brand Design and Video Issue Templates**

  - Event Social Posts

  ⚠️ Booth requests: Do not reopen previously closed issues for net new booth asks. Booth creative always requires a full design refresh rather than a simple asset edit, and messaging evolves quickly enough that previously used creative may already be outdated. Submitting a new issue also ensures your request lands on our triage board correctly and doesn't get missed.

  ⚠️ Event Swag + Giveaways: Do not use this template for swag or giveaway requests. INSTEAD, please use the [Swag Request](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/brand-product-marketing/brand-design/-/issues/new?issuable_template=social-media-request) issue template.

  ⚠️ Event Merch + Giveaways: Do not use this template for merch or giveaway requests. INSTEAD, please use the [Merch Request](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/brand-product-marketing/brand-design/-/issues/new?issuable_template=social-media-request) issue template.

- [**Illustration + Iconography Requests**](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/brand-product-marketing/brand-design/-/issues/new?issuable_template=illustration-and-iconography-request)

- [**OOH Requests**](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/brand-product-marketing/brand-design/-/issues/new?description_template=ooh-request)

- [**General Design Request**](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/brand-product-marketing/brand-design/-/issues/new?issuable_template=general-design-request) - If your design request does not fall within one of the above categories, or if you need a Zoom background, please use this issue template to request a new design of multiple or a single asset.

#### 3. Swag Requests (Net New or Existing/Refresh)

#### 3. Merch Requests (Net New or Existing/Refresh)

- [**Swag Request**](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/brand-product-marketing/brand-design/-/issues/new?issuable_template=swag-request) - This issue template should be used for all custom swag requests including swag for TMRG programs, event swag + giveaways, etc.

- [**Merch Request**](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/brand-product-marketing/brand-design/-/issues/new?issuable_template=swag-request) - This issue template should be used for all custom merch requests including merch for TMRG programs, event merch + giveaways, etc.

#### 4. Team Expressions (TMRGs, Special Projects & Department Teams)

- Do not create or share Fanart that uses the GitLab logo or wordmark.

  - If your Fanart incorporates any other GitLab IP (such as screenshots, likenesses, or imagery taken directly from GitLab materials), reach out to #brand for review.

- Do not imply that the Fanart is official GitLab content. For example:

  - Do not use Fanart in any GitLab materials, such as slide decks, printed collateral, or swag.

  - Do not use Fanart in any GitLab materials, such as slide decks, printed collateral, or merch.

  - Don't use or distribute Fanart to GitLab customers, or at events that you attend on GitLab's behalf.

- Do not sell or otherwise use Fanart for commercial purposes. For example:

  - Do not sell Fanart stickers or T-shirts.

#### Custom Swag Requests

More complicated, custom swag design requests (Lego Tanuki, new sock design, box designs for custom swag, etc.) require a Swag Request using the issue template noted in the Brand Design handbook page [HERE](/handbook/marketing/brand-experience/brand-creative/#3-swag-requests-net-new-or-existingrefresh). All design work, revisions, mockups, and proofs between GitLab and Boundless will occur in those individual issues.

More complicated, custom swag design requests (Lego Tanuki, new sock design, box designs for custom swag, etc.) require a Swag Request using the issue template noted in the Brand Design handbook page [HERE](/handbook/marketing/brand-experience/brand-creative/#3-merch-requests-net-new-or-existingrefresh). All design work, revisions, mockups, and proofs between GitLab and Boundless will occur in those individual issues.

#### Additional Brand Design Support