@@ -51,12 +51,12 @@ If your customer contacts you requiring technical support, the following options
-**Note:** If the customer already has a license/subscription, and is getting errors while applying it, it's best for the customer to open a Support ticket directly with us.
-**Note:** To submit the form you must have a [Zendesk Light Agent account](#requesting-a-zendesk-light-agent-account), which all GitLab team members can request. The account also enables team members to see customer tickets in Zendesk, and leave notes for the Support team.
1. In sensitive cases where asking a customer to open a ticket would aggravate a situation, you can open a Support ticket on behalf of the customer via [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/). To Do it, select the option `Create a support ticket on behalf of a prospect or customer` in the dropdown `What is this request concerning?` and fill in all the required fields.
1. In sensitive cases where asking a customer to open a ticket would aggravate a situation, you can open a Support ticket on behalf of the customer via [Zendesk Global Internal Request form](https://gitlab-internal.zendesk.com/hc/en-us/requests/new?ticket_form_id=22783651259548). To Do it, select the option `Create a support ticket on behalf of a prospect or customer` in the dropdown `What is this request concerning?` and fill in all the required fields.
-**Note:** This process should **not** be used for:
- Adding organization support contacts. In this case, customer should contact support team directly on their own.
- L&R Internal Requests.
External customers should not be cc'd on [Internal Requests](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/). Communication with Customers is only provided through [Support tickets](https://gitlab.zendesk.com) initiated by the Customer themselves, or tickets opened on their behalf.
External customers should not be cc'd on Internal Requests. Communication with Customers is only provided through [Support tickets](https://gitlab.zendesk.com) initiated by the Customer themselves, or tickets opened on their behalf.
#### Support does not action out of Slack
@@ -103,7 +103,7 @@ Note that you cannot send public replies to customers with a Light Agent account
| Who is on-call for GitLab.com CMOC? | Run `/chatops run oncall cmoc` in a direct message to `GitLab Chatops` and review the results. This will **not** page the on-call engineer. |
| Excessive reCaptcha on GitLab.com | While it's happening, post in [#support_gitlab-com](https://gitlab.slack.com/messages/C4XFU81LG/) and link to the issue/MR in question to be added to the allowlist. |
| Report complaints about support that you received from a client or prospect | [Open an issue](https://gitlab.com/gitlab-com/support/feedback/-/issues/new?issuable_template=Indirect%20Feedback) using the `Indirect Feedback` template. |
| Check the availability of a GitLab.com Namespace | If you are a GitLab team member and would like to check the availability of a namespace, please use the [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/) and select `Check Namespace Availability` when filling out the `What is this request concerning?` field. If a customer with a paid subscription on GitLab.com wants to proceed with a name squatting request, they can submit a ticket using the [GitLab.com user accounts and login issues](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000803379) form and select `Namesquatting Assistance` as the Problem Type. Prospects, free users and GitLab team members do not qualify for name squatting requests.|
| Check the availability of a GitLab.com Namespace | If you are a GitLab team member and would like to check the availability of a namespace, please use the [Zendesk Global Internal Request form](https://gitlab-internal.zendesk.com/hc/en-us/requests/new?ticket_form_id=22783651259548) and select `Check Namespace Availability` when filling out the `What is this request concerning?` field. If a customer with a paid subscription on GitLab.com wants to proceed with a name squatting request, they can submit a ticket using the [GitLab.com user accounts and login issues](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000803379) form and select `Namesquatting Assistance` as the Problem Type. Prospects, free users and GitLab team members do not qualify for name squatting requests.|
### GitLab plan or license for team members
@@ -115,8 +115,7 @@ For local or sandbox testing purposes, GitLab team members can provision their o
Note that both this is a **staging license**, so you must configure your GitLab instance to use the staging Customers Portal. For an Omnibus install, [here](https://docs.gitlab.com/omnibus/development/setup.html#use-customers-portal-staging-in-gitlab) is how you point to staging Customers Portal. For GDK, there is no action required as the environment points to the staging Customers Portal by [default](https://gitlab-org.gitlab.io/gitlab-development-kit/#use-gitlab-enterprise-features).
If for some reason self-provisioning is not working, team members should request a license via the [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/) by selecting
"Request a team member license" from the drop down options.
If for some reason self-provisioning is not working, please reach out to `#s_fulfillment` or `#gdk` for assistance.
If a GitLab team member would like an Ultimate license for GitLab.com, there are two options:
@@ -331,14 +330,6 @@ A copy of the license email sent to the customer is automatically logged under t
**Public Sector organizations:** For confidential license issues relating to US Government support customers, GitLab team members can [open a case with US Government Support](https://gitlab-com.gitlab.io/support/support-ops/forms/us-federal-internal-request-form/).
### Request for a license as a GitLab Team Member
File a submission via the [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/):
1. Fill in your work email
2. Select "Request a team member license"
3. Select a plan level
### GitLab.com Billable Members List
As Product has implemented the minimal viable versions of [#27074](https://gitlab.com/gitlab-org/gitlab/-/issues/27074) and [#35454](https://gitlab.com/gitlab-org/gitlab/-/issues/35454), Support is beginning to deprecate this process. You can also see [epic 4547](https://gitlab.com/groups/gitlab-org/-/epics/4547) for improvements that product is working on and their progress.
@@ -353,9 +344,6 @@ Here are some options to get basic seat count information:
1. Info from 2 plus *Seats in Subscription*, *Max Seats Used*, and *Start Date*
-[Customers portal admin](https://customers.gitlab.com/admin/customer)(requires access via Okta)
If none of the above self-serve options work, file a request using the [GitLab Support Internal Request form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/)
with the `Other` option providing the Group URL and any additional context.
> **Note:** Support will only provide you with a screenshot of the billing page's subscription info. This includes:
