Pre-sales support for SAML/SSO for GitLab.com Groups
Request for comments
Need
In https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/4645 I identified SAML SSO for GitLab.com Groups setup as a frequent driver of requests for pre-sales support. We've often seen SMB and other smaller deal sizes come through as "priority prospects" to get to support for setting up their authentication.
This particular class of tickets can be challenging to work for a few reasons, but a particular downside is that this can leave a negative first impression of the product, company or support team.
This issue is to discuss if/how we (as GitLab) can better support these customers.
Potential Approaches
- Remove SAML SSO for GitLab.com Groups as something that we work through in a PoV at all: focus on value-adding features.
- Build out a small-scale Professional Services contract or paid add-on for white-glove guidance through SAML SSO setup.
- Work on enablement materials or pairing sessions with SAs to help guide customers through this setup.
- Involve Product and Tech Writing team more often in these situations to build a smoother setup path.
Benefit
- Fewer authentication issues, more product usage.
- Better view of GitLab: the company, support and product.
- Less effort spent by Support on gratis pre-sales support.