Update Deal Desk Handbook with New Ecosystem Quoting Guidelines

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**GitLab announced the EoA of Starter/Bronze and renamed our tiers on 2021-01-26.** [Here are some important reminders and helpful resources](https://gitlab.slack.com/archives/C013X9Z6892/p1611612300016000) to reference as you work through the transition with your customers.

As a part of this change, we have **updated and deployed a new Product Catalog that materially changes the quoting process**. For more information, please review the [Quoting Guide: Starter/Bronze End of Availability + Tier Re-naming](/handbook/sales/field-operations/sales-operations/deal-desk/#quoting-guide-starterbronze-end-of-availability--tier-re-naming) section in the Deal Desk Handbook and reach out to #sales-support for assistance.

As a part of this change, we have **updated and deployed a new Product Catalog that materially changes the quoting process**. For more information, please review the Quoting Guide: Starter/Bronze End of Availability + Tier Re-naming section in the Deal Desk Handbook and reach out to #sales-support for assistance.

Post any questions or share customer feedback in #pnp-changes-field-questions. If you have feedback to share on this PnP process – What went well, what didn't go well, what can we improve? – please do so in this [retrospective issue](https://gitlab.com/gitlab-com/packaging-and-pricing/pricing-handbook/-/issues/343).

1. **President's Club Criteria -** Eligibility criteria for President's Club 2022 has been announced. Check out the [Club handbook page](/handbook/sales/club/) for more details. We hope to see you at the Ritz-Carlton Grand Cayman Islands Resort in May 2022!

1. **Q1 QBR Cannonball Run -** Field Ops just wrapped up their latest Cannonball Run to quickly respond to high-priority QBR asks: Rules of Engagement Updates, SFDC Reporting, SFDC Hygiene & Process Improvement, Discount Approval Update and New Refund creation process in SFDC. [See the issue](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/2077) for more details, and see the full list of Q1 QBR asks in the [Ask Tracker](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/1977).

1. **Starter End of Availability Tracking -** To ensure we're capturing Sales' engagement with our EoA customers, all EoA customers can now be tracked in SFDC leveraging the "FY22 On Starter/Bronze" field. Please review the process changes and corresponding reports in the [Go To Market handbook page](/handbook/sales/field-operations/gtm-resources/).

1. **Starter End of Availability SLA -** Due to the extreme volume of EoA Ramp Deal requests, Deal Desk has published an SLA specifically for these requests. Please review the [handbook entry](/handbook/sales/field-operations/sales-operations/deal-desk/#sla-for-eoa-ramp-deal-requests) for more information.

1. **Starter End of Availability SLA -** Due to the extreme volume of EoA Ramp Deal requests, Deal Desk has published an SLA specifically for these requests. Please review the Deal Desk Handbook for more information.

1. **Improvements to #wins and #wins-key-deals Channels -** We are leveraging a new tool (Troops) to improve the readability of the alerts in these channels. You will now see alerts that provide a more holistic view of the won deal, highlighting key deal information without the need to click.

Questions? Reach out in #sales-support.

Creating a partner quote is **very similar** to the process of creating a direct customer quote. There are **only a few minor differences** when quoting via partners, which are documented in the following Deal Desk handbook sections:

- [One-Tier Reseller Direct quotes](/handbook/sales/field-operations/sales-operations/deal-desk/#standard-partnerreseller-quotes)

- [One-Tier Reseller Direct quotes](/handbook/sales/field-operations/sales-operations/deal-desk/)

- [Two-Tier Distributor quotes](/handbook/sales/field-operations/sales-operations/deal-desk/#distributor-quotes)

- [MSP quotes](/handbook/sales/field-operations/sales-operations/deal-desk/#msp-quotes)

In some instances, you will make a selection that will require additional review and approval before an order form can be sent out. This is typically for complex/non standard deals. If you make a selection that cannot be accommodated, you will see an error message. Remove the selection and move forward with the quote. If you are confused, or need assistance, open a Deal Desk support case and provide a screenshot of the error you're experiencing.

#### Known Quote Template Issues

**Additional Line Items Displaying on the Quote**: If you construct a quote and notice that there is an additional line item displaying on your quote, know that this is the result of a [known Zuora bug](https://web.archive.org/web/20210227012538/https://community.zuora.com/t5/Zuora-CPQ/known-Issue-Duplicate-Rate-Plan-created-for-Renewal-Quote-when/m-p/34564#!%2F%23M3294). The only current workaround in place is to recreate the quote from scratch by clicking the `New Quote` button and follow the New Quote creation flow.

#### Quote Assistance

If your quote requires any special, non-standard edits, or if you have questions regarding standard quotes, you are encouraged to open a Deal Desk support case via the SFDC Opportunity record for assistance.

**Only GitLab-authorized partners who have completed one sales certification may transact a GitLab order.**

**Quote Approvals:** The Quote Approval module identifies channel deals (subscription deals only) and manages the necessary approvals automatically. If the discount applied to the quote is *less* than the GitLab Partner Program discount, discount approval is required by the regional Channel Approver listed in the [Approval Matrix](https://docs.google.com/document/d/1-CH-uH_zr0qaVaV1QbmVZ1rF669DsaUeq9w-q1QiKPE/edit#bookmark=kix.y33malxy9ex9). If the discount applied is *more* than the GitLab Partner Program discount, the added discount portion is subject to standard approvals listed in the [Approval Matrix](https://docs.google.com/document/d/1-CH-uH_zr0qaVaV1QbmVZ1rF669DsaUeq9w-q1QiKPE/edit#bookmark=kix.7goasfb500q2). Effective FY24 Q2, only the portion of the discount that *exceeds* the GitLab Partner Program discount will be subject to approvals.

**Discounting and Approvals** - While using the new "(Ecosystem)" SKUs, you can provide a customer discount by adding a discount to the top product line. This full discount percentage will be subject to standard discount approvals. On the second line, the Ecosystem rate discount charge will auto-populate dynamically based on the partner(s) and SKUs selected - you no longer need to figure out what the appropriate discount is! Ecosystem team approval will be required to reduce this value. You may not increase this value.

**Reviewing the Ecosystem Discount** - If you would like to double check the Ecosystem discount, you may make a copy of [this calculator](https://docs.google.com/spreadsheets/d/1b5oH9LyoGZbAKGkocqx1O7OJdsjGDx3s22XcJLxR2l4/edit?gid=1383050192#gid=1383050192) and enter the specifics of your quote.  Please keep this calculator internal only. Partners may access their price files and calculator by logging into the partner portal under the Assets Library tab or by visiting [this link](https://partners.gitlab.com/px/digital-asset-management/admin/media-library?renderMode=Collection&id=838659). 

**To request approval on a quote, follow the steps above: [Standard Quote Approval](/handbook/sales/field-operations/order-processing/#standard-quote-approval)**

In the event that you require escalation for an approval request, please [reach out to Deal Desk](/handbook/sales/field-operations/sales-operations/#how-to-communicate-with-us). Deal Desk will override the approvals as applicable or help seek approvals from necessary parties.

The quote approval module and approval workflow outlined above **does not apply to Public Sector opportunities**. For more information on opportunity requirements for Public Sector, check out the [Public Sector Opportunity requirements](/handbook/sales/field-operations/order-processing/).

### Where do I find the partner's contractual discount?

The quoting system will provide visibility into the correct programmatic partner discount. On the quote object, each line will be stamped with the "Partner Programmatic Discount." This field is populated by the system, but does not provide any actual discount to the quote. In order to apply the discount to the quote, this amount should be entered into the "Discount %" field on the edit products page. To confirm that the discount is correct, go to the opportunity and look at the Partner Deal Type, and then look at the Partner Engagement. Next, reference the appropriate [Partner Program Discount Table](/handbook/sales/field-operations/channel-operations/#partner-program-discounts). The product, Engagement, and Deal Type will allow you to find the proper discount in the matrix..

### Service Attach Quote Approval

#### Required EDU Attach (All Segments/Geos)