Support Readiness for the rollout of Iteration 1: Allow customers to Trial Ultimate subscription in existing namespace
What is happening
December 15th 2023 will see the rollout of Iteration 1: Allow internal teams to provide ultimate trial. This iteration will allow Account Executives to submit an internal request form to L&R support so that they provision the changing of the customer's subscription from Premium to GitLab Trial. L&R Support will follow the following outlined workflow steps
In future iterations, Customers will be able to self-serve and create a new trial for themselves via customers.gitlab.com. For additional information on the full proposal please review the parent EPIC which provides background information Allow existing Premium customers to trial Ultimate
This change will impact existing Premium customers only.
Aim
The aim of this issue is to ensure that L&R support is ready to handle this upcoming change, so please add any questions or comments to assist with a smooth rollout of this workflow change.
Status / What actions have been taken so far
Support has already discussed preparing for this change in the following issues:
- How should GitLab handle the impending changes which will allow SaaS premium customers to trial GitLab Ultimate? and as a result, the following new issue was created:
- Introduce a new Internal Request form for upgrading existing Premium SaaS customers to an Ultimate trial This will result in the creation of a new internal request form that handles this process.
- For customers who cannot wait, we have documented the current workaround approach Workaround to Trial Ultimate in Existing Namespace and I have documented the workflow steps L&R can take to handle such requests prior to Dec 15th
Timeline / Important Dates
December 15th 2023 - Completion of Iteration 1.
Related Issues/MRs/Epics
- Issue/epic: Allow existing Premium customers to trial Ultimate
- MR:
- Feature flag issue:
- Feedback issue:
- Docs:
- Blog post:
What impact will this have on users?
Minimal impact on customers or sales
What this may look like for Support
Medium: Support will need to facilitate the provisioning of applying an Ultimate trial to a SaaS namespace via incoming Internal Request Tickets in Zendesk.
Support will need to update the handbook section on handling trials and plan changes to document this new process.
There is a walkthrough video available on Slack, we need to confirm if it is still up-to-date.
Do users need to be contacted?
- No
DRIs/Contacts for questions and approvals for communications/action items
- Slack Channel:
- Product or Development DRI: @courtmeddaugh
- Support DRI: @jlyttle
Support Resources
- FAQ for Support:
- Other resource:
Zendesk tag: ``
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Macro MR: -
Macro adds appropriate tag -
Set DRIs as reviewers
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Communication to Support team
- Announced to team in