Mktgops - 2026-04-20

## Working with us

Marketo campaign/program creation and support is a function of Marketing Operations, so [follow the same guidelines](/handbook/marketing/marketing-operations/#how-to-get-help) to request assistance. **Be sure to add the `~MktgOps-Support` label to the issue.** If you submit the request through Asana, labels will be handled for you.

If you are managing a project in Asana, the required tasks for MOps support on email and landing pages are already built into the Regional Marketing template. Follow the instructions below. For corporate events, tasks for program creation already exist in Asana and should be assigned to MOps when you are ready.

Marketo campaign/program creation and support is a function of Marketing Operations, so [follow the same guidelines](/handbook/marketing/marketing-operations/#how-to-get-help) to request assistance. **Be sure to add the `~MktgOps-Support` label to the issue.** 

### Team Members

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## Project Management

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All email and landing page builds are handled in Asana.

[Video Explainer (3-minute video)](https://drive.google.com/file/d/18rRtY0YUMphfY9ztPNX7PNO1z5Ju1B_7/view?usp=sharing)

In an effort to avoid manually adding the issues we are working on, Regional Marketing will be utilizing labels and boards to manage the work we are working on with MktgOps. All commentary should be done via comments directly within the GitLab issues.

Additional labels that can be used on issues to [track the status of the issue](/handbook/marketing/marketing-operations/#labeling) can be found on the Marketing Operations page.

**Process**

- FMM completes copy. Do not complete the next steps until copy is complete.

- FMM moves the "Write Copy" task to the appropriate section in the project. To move a task, you can either drag and drop it to the section you want, or if you are on the task, select the down arrow next to the project name and select the appropriate section.

- The system will create any necessary subtasks and assign Lifecycle and MOps. This process takes a minute, so please wait until the process is complete.

- FMM checks the due date on the main task and adjusts to the desired send date or Landing Page live date. Please be sure to stay in line with [SLAs](/handbook/marketing/marketing-operations/campaign-operations/#slas) and we do not send invite or follow-up emails on Thursday.

- Communicate via comments with Lifecycle and MOps. FMM will not have a task assigned to them, but they will need to approve and provide input when requested by the team. You will be able to find comments in your Asana Inbox.

**Sections**

- Landing Page Requests (all types) - If your "Write Copy" task is for the landing page and your copy is complete, move the task to this section.

- Email Requests (non-workshop) - Use this section if your email requires Lifecycle review. All non-workshop emails require Lifecycle review.

- Email Requests (Workshop) - Use this section if your email does not require Lifeycle review. Reminder emails and Workshop emails do not require Lifecycle review.

- FMM completes the "Write Copy" issue and updates the appropriate labels as defined below in the Landing Page and Email 1 tasks.

- Please be sure to stay in line with [SLAs](/handbook/marketing/marketing-operations/campaign-operations/#slas) and we do not send invite or follow-up emails on Thursday.

- Communicate via comments with Lifecycle and MOps.

### Shortcut list views

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[Marketing Operations Support board](https://app.asana.com/1/306855239930259/project/1209435555145979/board/1209446656810646)

- [Issue Board](https://gitlab.com/groups/gitlab-com/marketing/-/boards/5563453?label_name%5B%5D=MktgOps-Support)

- [Lifecycle Marketing Review board](https://gitlab.com/groups/gitlab-com/marketing/-/boards/7146189?label_name[]=Lifecycle%20Marketing%20Review)

### SLAs

#### MktgOps

Please note there is a 7 business day SLA with MktgOps, so please plan ahead accordingly. The SLA begins on the day after the issue is put into `~MktgOps::00: Triage` or the task is moved to the correct Project Section in Asana and all required information is complete. For example, if the issue goes to triage/is moved on Tuesday, day 1 is Wednesday, day 7 is the following Thursday. Day 7 is the earliest deployment/live date available. Please allow for US holidays and Family & Friends days as well. Using the same example, if day 4 is a US holiday, this will push day 7 to Friday.

Please note there is a 7 business day SLA with MktgOps, so please plan ahead accordingly. The SLA begins on the day after the issue is put into `~~CampaignOps::01: Ready to work`. For example, if the issue goes to Ready to Work, day 1 is Wednesday, day 7 is the following Thursday. Day 7 is the earliest deployment/live date available. Please allow for US holidays and Family & Friends days as well. Using the same example, if day 4 is a US holiday, this will push day 7 to Friday.

Anything outside of the standard set-up does not fall under the 7 business day SLA. The most common example of this is the creation of custom forms. For more information about when custom forms are required and the timeline for this work, visit the [Marketo HB page](/handbook/marketing/marketing-operations/marketo/#forms).

If you are planning a program that requires anything outside of the standard set-up, bring MOps in early during your planning process. We can help guide you on the best way to use our available technology to reach your goals and keep your program timeline on track.

#### Regional Marketing

### Regional Marketing

Please see Regional Marketing SLAs pertaining to this process [here](/handbook/marketing/field-marketing/#slas).

### Triage Steps

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1. **Regional Marketing / Corporate Events**: Create a new project using either the Regional Marketing or Corporate Events template. For Regional Marketing, this process is automated through a sync from GitLab > Asana.

1. **Regional Marketing / Corporate Events**: If the copy references analyst reports, the FMM must open the [Analyst Citation Review issue](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/product-marketing/-/issues/new?issuable_template=AR-CitationReview) and associate it to the MOps email request. You do not need to complete the entire issue, but you must link the email issue and the copy doc with your proposed copy. To expedite email approval, you can use the content found [here](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/product-marketing/-/issues/7130#previously-approved-email-copy-still-requires-reapproval) as it is most likely to be approved quickly. We do not have previously approved landing page copy.

1. **Regional Marketing / Corporate Events**: For Regional Marketing, follow the steps outlined in [Project Management](/handbook/marketing/marketing-operations/campaign-operations/#project-management).

    - At this time, all details must be provided and final (including copy reviewed by relevant stakeholders, and all hyperlinks double-checked and confirmed).

    - The requested send date is the due date of the task. If the requested send date is less than 7 Business Days from the date it is passed to Mktg Ops, the date of the issue may be scheduled 7 business days out to abide by SLAs. This is at the discretion of Mktg Ops based on other work in progress and upcoming. Please note that we do not send invites or follow-up emails on Thursdays.

1. **Lifecycle**: Reviews the email copy and once final and approved, update the “Lifecycle Approval Status” custom field to `Copy approved, layout pending` and close the subtask.

**Note that all mentions of Lifecycle email review apply to emails only, specifically Invites and Follow-up emails. If the request is for a Workshop using standard copy, any reminder email, or a landing page, Lifecycle review is not required.**

1. **Regional Marketing** Marketo asset issues are created by DAP during the Plan to WIP [link to plan to wip documentation] process in the Regional Marketing project. 

The FMC will confirm that the `~CampaignOps::00: Blocked`, `~MktgOps-Support` were added to all MOps related issues (landing page, target list request, all emails). This allows for the issues to be opened in advance and to be available while copy is being finalized.

The FMC will also confirm that the `~Lifecycle:: 00 Not ready for review` label was properly associated to any invite or follow-up email. This label is not required for Workshop emails using standard copy or any reminder emails. This allows for the issues to be opened in advance and to be available while copy is being finalized.

If you must manually create additional issues, use the appropriate templates (email / landing page) in the [Regional Marketing project](https://gitlab.com/gitlab-com/marketing/field-marketing/-/work_items). When opening issues via the appropriate templates, the `~CampaignOps::00: Blocked`, `~MktgOps-Support`, and  `~Lifecycle:: 00 Not ready for review` labels will automatically be associated with the issues. You can remove the Lifecycle label on Workshops using standard copy or reminder emails.

1. **Regional Marketing** If the copy references analyst reports, the FMM must open the [Analyst Citation Review issue](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/product-marketing/-/issues/new?issuable_template=AR-CitationReview) and associate it as a linked issue to the MOps email request. You do not need to complete the entire issue, but you must link the email issue and the copy doc with your proposed copy. To expedite email approval, you can use the content found [here](https://gitlab.com/gitlab-com/marketing/brand-product-marketing/product-marketing/-/issues/7130#previously-approved-email-copy-still-requires-reapproval) as it is most likely to be approved quickly. We do not have previously approved landing page copy.

1. **Regional Marketing** Once copy is ready for each asset, the FMM will then move the label in the appropriate asset issue from `~CampaignOps::00: Blocked` to `~CampaignOps::01: Ready to work` and if the issue is for an invite/follow-up email, move the `~Lifecycle:: 00 Not ready for review` label to `~Lifecycle:: 01 Needs Copy Review`. For example, if the FMM has completed the LP and Invite 1 copy in the copy doc, they will then change the appropriate labels in both the LP issue and in the Invite 1 issue.

    - At this time, all details must be provided and final (including copy reviewed by relevant stakeholders, and all hyperlinks double-checked and confirmed). DO NOT move copy to `~CampaignOps::01: Ready to work` before it is complete. This causes unnecessary review and build cycles for MOps and Lifecycle, which slows down other builds for the rest of the Regional Marketing team.

    - The requested send date is the due date of the issue. If the requested send date is less than 7 Business Days from the date it is passed to Mktg Ops, the date of the issue may be scheduled 7 business days out to abide by SLAs. This is at the discretion of Mktg Ops/Lifecycle based on other work in progress and upcoming. Please note that we do not send invites or follow-up emails on Thursdays as our nurture emails are sent on Thursdays.

    - If Mktg Ops triage manager finds that all details are not included in the issue, then they will add the labels `~CampaignOps::00: Blocked` and `~Lifecycle:: 00 Not ready for review` and will also comment to the requesting team member what is missing. Once the team member addresses the missing pieces, they then add the `~CampaignOps::01: Ready to work` and `~Lifecycle:: 00 Not ready for review` label again to start the review process over.

1. **MktgOps**: Assign the issue to the appropriate MOps and [Lifecycle DRIs](/handbook/marketing/lifecycle-marketing/email-processes-requests/#email-request-issue-template) and assign a milestone for the work. For email invitations and email follow-ups, confirm appropriate addition of  `~Lifecycle 01 Needs Copy Review` label to signal to Lifecycle team the email copy is ready for review.

1. **MktgOps**: Confirm the `~email-calendar` and appropriate region labels (`~AMER-emails`, `~APAC-emails`, `~EMEA-emails`) have been applied and that the due date is listed in the issue sidebar under `Due`.

1. **Lifecycle**: Reviews the email copy and once final and approved, add the `~Lifecycle 02 Copy Approved` label. Confirm the `~email-calendar` and appropriate region labels (`~AMER-emails`, `~APAC-emails`, `~EMEA-emails`) have been applied and that the due date is listed in the issue sidebar under `Due`.

1. **MktgOps**: DRI completes the setup in Marketo, and for email, completes all steps on the [Technical Email QA checklist](/handbook/marketing/lifecycle-marketing/email-processes-requests/#email-qa-checklist---technical).

1. **MktgOps**: DRI sends a test email to the FMM/FMC listed in the project and posts a screenshot of the email in the issue.

1. **MktgOps**: DRI comments into the issue tagging the reviewers/approvers and documenting that the test email was sent to their inbox and changes status label to `FM Review Required` and close the subtask.

1 **Lifecycle** Review the layout and once approved, update the “Lifecycle Approval Status” custom field to `Email fully approved` and close the subtask.

1. **Regional Marketing / Corporate Events**: The approver must complete all steps in the [Business Owner Email QA checklist](/handbook/marketing/lifecycle-marketing/email-processes-requests/#email-qa-checklist---business-owner) approve email (or provide corrections) via comment in the task

    - SLA: 24 hours *from when the test email is sent and comment added to issue). Feedback and approval in a timeley manner is critical.

1. **MktgOps**: DRI makes any necessary corrections. If no corrections needed and approval provided by reviewer and Lifecycle, DRI sets the email to send (time for send to be determined in copy doc or using the standard send times) and adds the status label `Scheduled to Send` to the task

1. **MktgOps**: DRI checks that email was sent, confirms in comments (tagging issue requester), paste a screenshot of the preliminary send report, and closes out the subtask. The main task will close automatically upon closure of the final subtask.

1. **Regional Marketing / Corporate Events** Post event reporting. To Request a full Marketo Recap reporting, please  request in the Follow Up email sub issue.

1. **MktgOps**: DRI sends a test email to the "Reviewers/Approvers" listed in the issue. We do not post a screenshot at this time as full QA by approvers is required.

1. **MktgOps**: DRI comments into the issue tagging the reviewers/approvers and documenting that the test email was sent to their inbox and changes status label to `~CampaignOps::03: DRI review` and `~Lifecycle:: 03 Email Layout Needs Approval`.

1. **Lifecycle Marketing**: Reviews email layout. If approved, change label to `~Lifecycle:: 04 Email Layout Approved`. This is the last step in the Lifecycle approval process.

1. **Regional Marketing**: The issue approver must be listed in the issue and complete all steps in the [Business Owner Email QA checklist](/handbook/marketing/lifecycle-marketing/email-processes-requests/#email-qa-checklist---business-owner) approve email (or provide corrections) via comment in the issue

    - SLA: 24 hours *from when the test email is sent and comment added to issue). Feedback and approval in a timely manner is critical.

1. **MktgOps**: DRI makes any necessary corrections. If no corrections needed and approval provided by reviewer, DRI sets the email to send (time for send to be determined in issue description/comments or [use standard times](/handbook/marketing/marketing-operations/campaign-operations/#email-send-times)) and adds the `~CampaignOps::07: Scheduled to send` label.

1. **MktgOps**: DRI checks that email was sent, confirms in comments (tagging issue requester), adds the `~CampaignOps::08: Complete` and closes out the issue.

1. **Regional Marketing** Post event reporting. To Request a full Marketo Recap reporting, please  request in the Follow Up email issue.

1. **MktgOps** Once a report is complete please tag the requesting FMM with the details in the Follow-up issue and they will add the info where it is required.

### Corporate Events

Corporate Events primarily requests assistance from MOps for Program Tracking and automation. Lifecycle Marketing handles customer-facing event promotions for Corporate Events.

1. **Corporate Events**: Program Tracking and Marketo asset issues are created by DAP using the prompt here [link to prompt].

1. **Corporate Events**: The Corp Events Manager will complete all details requested in the Program Tracking issue. Once this is complete, move the label from `~CampaignOps::00: Blocked` to `~CampaignOps::01: Ready to work` and confirm that `~MktgOps-Support` is on the Program Tracking and Automation request issues.

1. **Corporate Events**: Confirm that all required information is complete and the due date of the request is on the sidebar of the issue, under “DUE”. MOps has a 5 day SLA.

    - If Mktg Ops triage manager finds that all details are not included in the issue, then they will add the label `~CampaignOps::00: Blocked` and will comment to the requesting team member what is missing. Once the team member addresses the missing pieces, they then add the `~CampaignOps::01: Ready to work` to start the review process over.

1. **MktgOps**: Create all Marketo & SFDC campaigns for Program Tracking. Add the details to the Epic and close the issue. Tag the requestor and let them know program tracking is complete.

1. **MktgOps**: Automation issues are handled case-by-case. 

### Responsibilities of email requesters

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## Overview

JiffleNow is an automated appointment scheduling of in-person, and virtual B2B meetings at events or campaigns. To following along on the implementation project, follow this link: https://app.asana.com/0/1208791785314172/1208791670565152

JiffleNow is an automated appointment scheduling of in-person, and virtual B2B meetings at events or campaigns.

## Access

We use Jifflenow for events where we will have executive meetings. Please follow the instructions below to request creation of an event in Jifflenow.

- SLA: 15 days - Please request your event to be created in Jifflenow at least 15 days before you would like the event to go live. Meeting scheduling should be live at least 30 days prior to the event date, so the Jifflenow request should be submitted no less than 45 days prior to the event date. You can submit the request as soon as you have the necessary details.

- Request: Please [complete this form](https://form.asana.com/?k=ZW0w5_ppBQLh2gCyZEOFcg&d=306855239930259) to request your Jifflenow instance. This will create a task in Asana.

- Request: Please [make a copy of this form](https://docs.google.com/document/d/1HmKshkrpeEi0Y0KqrLlZy1EPfVSJbbWMEpGzzt2OXHI/edit?tab=t.0) and fill out all necessary details to request your Jifflenow instance.

  - When the form is complete, please open a general [Marketing Ops issue](https://gitlab.com/gitlab-com/marketing/marketing-operations/-/work_items/new) with the title of `Jifflenow Request: [Month, Year] - [name of event]` and add the `Jifflenow` label to the issue.

  - In order to build the event in Jifflenow, we will require all requested information on the form, especially the meeting location, available hours, available executives, and SFDC campaign IDs.

- Create a Slack channel for Executive Meetings for this event. Examples: `#googlenext-execmtgs-2025` or `#aws-reinforce-execmtgs-2025`

- Events are built in a sandbox and we test the meeting requests and notifications in sandbox. All tests must be completed in the sandbox. Once the event is pushed to production, tests cannot be deleted without intervention from support and will be included in metrics.

## Meeting types

- Executive Meeting: This is a meeting with a GitLab executive (VP or C-Level). These meetings are requested through sales / internal GitLab team members, or partners. We do not have a public form to sign-up for these meetings. Anyone interested in one of these meetings should talk with thier GitLab representative.

- Sales Leader/General Meetings: This is a meeting with sales leadership or other leadership (field CTOs, etc) and does not include C-level executives. 

- Booth demos/meetings: This is a meeting or demo at a booth demo station. We do not schedule a specific GitLab team member to attend this meeting, we only schedule time slots. This type of request can be promoted publicly and can be requested through our website.

- Meet with an expert: Similar to a booth demo, but typically occurs when we have designated meeting space at an event (that is not being used for Executive Meetings). We may or may not assign a specific GitLab team member to attend these meetings. This type of request can be promoted publicly and can be requested through our website.

- Off-site meeting: These meetings take place outside of our designated meeting space. This allows us to schedule executives so they show as unavailable, but we do not use our meeting space. The most common example is at large events, a partner would like to meet with an executive in their meeting space. This meeting type allows for requesting that executive (to block their time), but in their location.

If you have already set a meeting location outside of our space, for example in a partner’s meeting space:

1. Select Executive Meeting with Other Executives

1. Select the appropriate meeting type

2. De-select meeting space

3. Click `Other Location` and add the details of the location

4. Please do not request this meeting until you have a location

| Web Chat - <br>Qualified  |Web chat interaction or meeting scheduled | +100 | 1/day |

|* Inbound - Med|Inbound form, not above and excluding Startup applicants |    +100|1/day|

|MM+ Valuable Trials | MM+ and Valuable Trials w/ EDU exclusion (SaaS & Self-Managed)  |+100 |1/6 months|

|Trials that are Setup for team/company Use|Trials that are Setup for team/company Use|+100|1/6 months|

#### Behavior Scoring