Fixed External Links For Public Handbook Maintenance Tasks

Partner has on their account. These often provide critical information about how

to provide the very best support possible.

[GitLab provides no support for NFR software issued to Alliance Partners.](https://about.gitlab.com/partners/technology-partners/integrate/#-additional-resources--support)

[GitLab provides no support for NFR software issued to Alliance Partners.](https://about.gitlab.com/partners/technology-partners/integrate/#-additional-resources--program-policies)

## File uploads

## Current objectives

- Collaborate on tickets related to the [various GitLab Integrations we have](https://about.gitlab.com/direction/foundations/#integrations)

- Collaborate on tickets related to the [various GitLab Integrations we have](https://about.gitlab.com/direction/foundations/#integrations).

- Gain and share knowledge

- Documentation updates

  1. Navigate to the [Validate License page](https://customers.gitlab.com/admin/license/validate_license).

  1. Paste the license key in the `License File` box and click on `Validate`.

  1. Find the `code_suggestions_seat_count` value that is under the `restrictions` key. A non-zero value means that the customer should have Duo Pro seats available.

  1. Alternatively, you can request the customer to verify by [checking GitLab Duo Pro page](https://docs.gitlab.com/subscriptions/subscription-add-ons/#for-self-managed) in their instance.

  1. Alternatively, you can request the customer to verify by [checking GitLab Duo Pro page](https://docs.gitlab.com/subscriptions/subscription-add-ons/#for-gitlab-self-managed-1) in their instance.

- For GitLab.com, follow the below steps until [Duo Pro seat count is displayed in Orders page](https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/9411)

and [Display if a user has Duo Pro seat assigned in Admin page](https://gitlab.com/gitlab-org/gitlab/-/issues/457675) are implemented:

  - If you have GitLab.com Admin access, verify the GitLab group has Duo Pro by [checking the Usage Quotas page](https://docs.gitlab.com/subscriptions/subscription-add-ons/#for-gitlabcom)

## How to check if a customer has a valid GitLab Duo Pro trial

When a customer follows [these steps to start a GitLab Duo Pro trial](https://docs.gitlab.com/subscriptions/subscription-add-ons/#start-gitlab-duo-pro-trial), they get a 60 day trial for a maximum of 50 seats by default.

When a customer follows [these steps to start a GitLab Duo Pro trial](https://docs.gitlab.com/subscriptions/gitlab_duo_trials/), they get a 60 day trial for a maximum of 50 seats by default.

### Self-Managed Duo Pro trials

1. In case another emergency comes in while you are still engaged with an ongoing emergency, follow [handling multiple simultaneous emergencies](#handling-multiple-simultaneous-emergencies).

1. If the emergency was raised due to a GitLab.com Incident, follow [customer emergencies are triggered by a GitLab incident](#customer-emergencies-are-triggered-by-a-gitlab-incident).

**NOTE:** If you need to reach the current on-call engineer and they're not accessible on Slack (e.g., it's a weekend, or the end of a shift), you can [manually trigger a PagerDuty incident](https://support.pagerduty.com/main/docs/incidents#section-manually-trigger-an-incident) to get their attention, selecting **Customer Support** as the Impacted Service and assigning it to the relevant Support Engineer.

**NOTE:** If you need to reach the current on-call engineer and they're not accessible on Slack (e.g., it's a weekend, or the end of a shift), you can [manually trigger a PagerDuty incident](https://support.pagerduty.com/main/docs/incidents#trigger-an-incident) to get their attention, selecting **Customer Support** as the Impacted Service and assigning it to the relevant Support Engineer.

### Stage 4: Resolve

#### SAML Request

1. Ask the customer to provided the [required information](https://docs.gitlab.com/administration/dedicated/configure_instance/saml/#activate-saml-with-a-support-request) in the ticket. In this case, it's a SAML configuration block or can be a list of information provided by a customer.

1. Ask the customer to provided the [required information](https://docs.gitlab.com/administration/dedicated/configure_instance/authentication/saml/#add-a-saml-provider-with-a-support-request) in the ticket. In this case, it's a SAML configuration block or can be a list of information provided by a customer.

1. Open a new [SAML Config Request issue](https://gitlab.com/gitlab-com/request-for-help/-/issues/new?issuable_template=SupportRequestTemplate-GitLabDedicatedSAMLConfigRequest) and confirm that the `support::request-for-help` label is added.

1. Add the customer provided information and match it with the required formatting.