@@ -8,6 +8,13 @@ description: "Review various workflows associated with the GitLab for Education,
This handbook page describes various workflows associated with [GitLab's community programs](/handbook/marketing/developer-relations/community-programs/), including GitLab for Education, GitLab for Open Source, and GitLab for Startups.
By maintaining this page, we aim to establish more transparency into our workflows so GitLab team members can integrate with them.
## Support queues
* Support queue for the GitLab for Open Source program: https://gitlab.com/gitlab-com/marketing/developer-relations/open-source-program/open-source-program-support/-/issues
* Support queue for the GitLab for Education program: https://gitlab.com/gitlab-com/marketing/developer-relations/education-program/education-program-support/-/issues/
Use the comment templates to answer to the questions. Use https://docs.google.com/spreadsheets/d/1kORpssdu28RS1GIeE5C-LVzrrKC1iLwEoC3x0_2OnwU/edit?gid=0#gid=0 as basis for coupon codes at your own judgment.
## Automated applications workflow overview
Community Programs applications workflows have been automated since FY23Q3.
@@ -23,7 +30,7 @@ The Community Programs team processes applications to [GitLab's community progra
| 3. [Provisioning](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/#provisioning) | Subscription licenses are provisioned through the web direct process on the GitLab Customers Portal. |
| 4. [Compliance](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/#compliance) | (Stage handled by Sales-Support and Billing Ops teams. |
| 5. [Renewal](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/#renewal) | Program members receive notifications when their subscriptions are due to expire. They also receive insturctions for renewing those subscriptions. |
| 6. [Support](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/#support) | Both new applicants and renewing members can seek support for issues they encounter during most stages of the application process. |
| 6. [Support](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/#supporting-the-automated-application-workflow) | Both new applicants and renewing members can seek support for issues they encounter during most stages of the application process. |
### Application
@@ -43,9 +50,9 @@ The application to GitLab for Startups is [a Marketo form](/handbook/marketing/d
The verification process differs by program.
See these handbook pages for more detail:
-[GitLab for Education workflows](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/edu-program-workflows)
-[GitLab for Open Source workflows](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/oss-program-verification/)
-[GitLab for Startups workflows](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/startups-program-workflows)
*[GitLab for Education workflows](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/edu-program-workflows)
*[GitLab for Open Source workflows](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/oss-program-workflows)
*[GitLab for Startups workflows](/handbook/marketing/developer-relations/community-programs/community-programs-workflows/startups-program-workflows)
Upon successful verification, applicants receive an email with instructions for obtaining their licenses.
These instructions include a unique coupon code generated by the fulfillment team at GitLab (via a coupon code generator).
@@ -54,10 +61,10 @@ To generate new coupon codes, open an issue ([example](https://gitlab.com/gitlab
Additionally, note the following:
- We store sensitive, program-specific codes [internally](https://gitlab.com/gitlab-com/marketing/community-relations/community-operations/community-operations/-/issues/149); only Alex Karsten can access these codes.
- SheerID provides coupon codes when requested via email to `productsupport@sheerid.com`.
- SheerID provides codes in an individual .csv file specific to each program. The .csv file should only have one column, with no header.
- SheerID provides sufficient coupon codes for one year of verifications for each program at a time. The number of coupon codes per year is determined using the following basic formula: `number of applications expected per quarter` + `number of expected renewals`*`an average re-verification factor`.
* We store sensitive, program-specific codes [internally](https://gitlab.com/gitlab-com/marketing/community-relations/community-operations/community-operations/-/issues/149); only Alex Karsten can access these codes.
* SheerID provides coupon codes when requested via email to `productsupport@sheerid.com`.
* SheerID provides codes in an individual .csv file specific to each program. The .csv file should only have one column, with no header.
* SheerID provides sufficient coupon codes for one year of verifications for each program at a time. The number of coupon codes per year is determined using the following basic formula: `number of applications expected per quarter` + `number of expected renewals`*`an average re-verification factor`.
### Booking
@@ -68,12 +75,12 @@ See GitLab's internal handbook for links to these portals.
During the checkout process:
- Applicants must enter the unique coupon codes they receive in their verification emails
- Applicants must accept a program agreement:
* Applicants must enter the unique coupon codes they receive in their verification emails
* Applicants must accept a program agreement:
-[GitLab for Education Program Agreement](/handbook/legal/education-agreement/)
-[GitLab for Open Source Agreement](/handbook/legal/opensource-agreement/)
- GitLab for Startups Agreement is presented directly upon checkout
*[GitLab for Education Program Agreement](/handbook/legal/education-agreement/)
*[GitLab for Open Source Agreement](/handbook/legal/opensource-agreement/)
* GitLab for Startups Agreement is presented directly upon checkout
The GitLab for Startups Terms:
@@ -83,22 +90,22 @@ The GitLab for Startups Terms:
Licenses are provisioned directly during process via the WebDirect flow and according to one of the following SKUs:
*`[Startups Program] Self-Managed - Ultimate w/ Support - 1 Year [Startups Program] Self-Managed - Ultimate - 1 Year [Startups Program] Self-Managed - Support - 1 Year`
### Compliance
@@ -114,10 +121,10 @@ In cases where the Community Programs team believes a program member's actions v
First, the team will notify the program member of the suspected violation with a message that conforms to [the appropriate template](https://gitlab.com/gitlab-com/marketing/developer-relations/community-programs/operations/-/blob/main/support-macros/opensource/oss-program-eligibility-violation.md).
The purpose of this message is to:
- Serve as formal notice that under the terms of an applicable Agreement the program member's current use of the licenses granted is not in compliance with the terms of the applicable Agreement.
- Signal the beginning of the 30-day cure period, by the conclusion of which the program member must rectify the failure
- Express interest in and commitment to working with the program member to remedy the situation
- Offer to meet with (or communicate asynchronously with) the program member to answer additional questions about the member's use of GitLab under the terms of the Program Agreement
* Serve as formal notice that under the terms of an applicable Agreement the program member's current use of the licenses granted is not in compliance with the terms of the applicable Agreement.
* Signal the beginning of the 30-day cure period, by the conclusion of which the program member must rectify the failure
* Express interest in and commitment to working with the program member to remedy the situation
* Offer to meet with (or communicate asynchronously with) the program member to answer additional questions about the member's use of GitLab under the terms of the Program Agreement
Members of the Community Programs team will then work with the program member to cure the failure before the 30-day cure period has concluded.
@@ -154,7 +161,7 @@ Each step of the automated application workflow has different set of potential e
|Phase|Source|Error|DRI|Action|
|-----|------|-----|---|------|
| Verification | SheerID Application| False Rejection EDU | SheerID | Contact SheerID from Rejection Email. |
| Verification | SheerID Application| False Rejection EDU | SheerID | Contact SheerID from Rejection Email. Program manager can override by sending a coupon from https://docs.google.com/spreadsheets/d/1kORpssdu28RS1GIeE5C-LVzrrKC1iLwEoC3x0_2OnwU/edit?gid=0#gid=0 |
| Verification | SheerID Application| False Rejection OSS | [Open Source Service Desk](https://gitlab.com/gitlab-com/marketing/developer-relations/open-source-program/open-source-program-support) / Open Source Program team | Contact opensource@gitlab.com from rejection email |
| Verification | SheerID Application | Never received success email | SheerID | [SheerId Help Center FAQ](https://offers.sheerid.com/sheerid/help-center/?name=no-email) - Form resends email|
| Verification | SheerID Application | Deletes success email. | SheerID | [SheerId Help Center FAQ](https://offers.sheerid.com/sheerid/help-center/?name=no-email) - Form resends email|
@@ -188,11 +195,11 @@ Sales team members receiving inbound requests regarding community programs shoul
1. Navigate to the **Account** view in Salesforce. Scroll down to the *Address Information*, *Billing Address*.
- Note: The **Billing Address** can also be accessed from the **Contact** view.
* Note: The **Billing Address** can also be accessed from the **Contact** view.
1. Click the edit button to edit the address. Click *OK* to save the changes.
- Note: The address should update for the **Account**, **Contact** and **Opportunity**.
* Note: The address should update for the **Account**, **Contact** and **Opportunity**.
### Reassign a Salesforce object
@@ -211,9 +218,9 @@ Sales team members receiving inbound requests regarding community programs shoul
- Lead status: *Accepted* means Program Manager reached out to the lead/contact
- Lead status: *Qualifying* means Program Manager is in 2-way conversation with lead/contact
- Lead status: *Unqualified* means Applicant is not qualified for that program
* Lead status: *Accepted* means Program Manager reached out to the lead/contact
* Lead status: *Qualifying* means Program Manager is in 2-way conversation with lead/contact
* Lead status: *Unqualified* means Applicant is not qualified for that program
### Check approval history
@@ -227,10 +234,10 @@ Sales team members receiving inbound requests regarding community programs shoul
Chatter is the primary method of communication between users and groups in Salesforce. Chatter can occur at *Account* or *Opportunity* level.
Chatter notifications for individuals can be found on the individual's home tab in Salesforce.
- Sales team members (operations and account owners) will chatter Program Managers or individuals when an action is required on a record.
- When an individual is chattered the message will appear both at the top of the object from which the chatter initiated, i.e. *Account* or *Opportunity* and it will appear in the *Chatter* tab of Salesforce.
- In order to chatter someone directly you can type *@{NAME}* in the chatter window and select the name of the person or group you wish to chatter.
- For most questions related to the EDU-OSS workflow, chatter *@Sales-Support*
* Sales team members (operations and account owners) will chatter Program Managers or individuals when an action is required on a record.
* When an individual is chattered the message will appear both at the top of the object from which the chatter initiated, i.e. *Account* or *Opportunity* and it will appear in the *Chatter* tab of Salesforce.
* In order to chatter someone directly you can type *@{NAME}* in the chatter window and select the name of the person or group you wish to chatter.
* For most questions related to the EDU-OSS workflow, chatter *@Sales-Support*
