Update Support Workflows with "Enterprise Users"
In Brief
With new terms of service that went into effect 2021-02-01, Product and Support sought legal guidance on when an account can be considered an "Enterprise User".
This is particularly important in adjusting our workflows with the Enterprise Users features coming soon.
Conditions
Legal has approved us implementing changes using the following criteria:
In cases where Support needs to intervene and users cannot take action themselves, when a request comes in from a group owner (instead of the user), we can take action if all of the following are true:
- The request comes from a user with role
Owner
of a paid group. - The user's email is part of a domain that is owned by the company of the paid group.
- The user account meets one of the following conditions:
- has a SAML or SCIM identity tied to the organization's group.
- provisioned by group ID is the organization's group.
- a member of the organization's group where the subscription was purchased/renewed 2021-02-01 or later.
- account creation date is 2021-02-01 or later.
Changes to make
Support Ops issue for
- form change: https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/495
- automated checking: https://gitlab.com/gitlab-com/support/support-ops/zendesk-apps/gitlab-user-lookup/-/issues/7
Training: support-training!688 (merged)
-
SaaS basics -
Admin
Workflow pages: gitlab-com/www-gitlab-com!84240 (merged)
-
GitLab.com Overview - 2FA = Make a note that this still requires originating user
-
Taking Actions on Account
Communication
-
.com sync -
SWIR -
As must-read item for dotcom-group in Slack #support_dot-com -
Cross-post Slack #support_team-chat
Edited by Cynthia "Arty" Ng