Commit ff43de77 authored by David Planella's avatar David Planella

Add all Community Relations programs to handbook

parent 471b438f
Pipeline #32934574 passed with stages
in 31 minutes and 11 seconds
......@@ -9,7 +9,7 @@ title: "Code Contributor Program"
- TOC
{:toc}
----
### Mentor program
After the first merged MR, make an offer (in an outreach email using the template below) to pair the new contributor with an experienced mentor from the community. This is for a limited time period only (2 weeks) so that mentors are not overly burdened.
......@@ -23,9 +23,9 @@ There will be a monthly call with members of the [Core Team](https://about.gitla
### Contributor blog post series
Goal is to publish a regular blog post featuring contributors from the community. The format will be a [casual Q&A with a community member](https://about.gitlab.com/2018/08/08/contributor-post-vitaliy/) and will be posted on the [GitLab blog page](https://about.gitlab.com/blog/).
Goal is to publish a regular blog post featuring contributors from the community. The format will be a [casual Q&A with a community member](https://about.gitlab.com/2018/08/08/contributor-post-vitaliy/) and will be posted on the [GitLab blog page](https://about.gitlab.com/blog/).
When developing a blog post, follow the [blog guidelines](/handbook/marketing/blog/#blog-style-guidelines).
When developing a blog post, follow the [blog guidelines](/handbook/marketing/blog/#blog-style-guidelines).
### Contributor channel
......@@ -33,18 +33,18 @@ A GitLab community room is available on [Gitter](https://gitter.im/gitlabhq/comm
### Hackathons
We will be organizing a quarterly Hackathon for GitLab community members to come together to work on merge requests, participate in tutorial sessions, and support each other on the [GitLab community channel](https://gitter.im/gitlabhq/community). Agenda, logistics, materials, recordings, and other information for Hackathons will be available on the [Hackathon project pages](https://gitlab.com/gitlab-com/marketing/community-relations/contributor-program/gitlab-hackathon).
We will be organizing a quarterly Hackathon for GitLab community members to come together to work on merge requests, participate in tutorial sessions, and support each other on the [GitLab community channel](https://gitter.im/gitlabhq/community). Agenda, logistics, materials, recordings, and other information for Hackathons will be available on the [Hackathon project pages](https://gitlab.com/gitlab-com/marketing/community-relations/contributor-program/gitlab-hackathon).
### Outreach Email Templates
#### Outreach after the first merged MR
#### Outreach after the first merged MR
```
Hello NAME,
I’m reaching out to both thank and congratulate you on your first Merge Request (MR) to help improve GitLab. We appreciate everyone's effort to contribute to the GitLab, especially when it's an individual initiative and we are blessed to have such a wonderful community. I wanted to offer you a couple of things as you’re getting started with your code contributions to GitLab.
1. Let us know if you'd like to receive the latest GitLab mug with a special hashtag to celebrate your first merged MR. Please go to [URL] to submit your order (the quantity should be 1), and we will take care of the rest. When you receive the merchandise, it would be great if you can make a post on twitter with your photo of the mug plus '@gitlab' & '#myfirstMRmerged' in the tweet.
1. Let us know if you'd like to receive the latest GitLab mug with a special hashtag to celebrate your first merged MR. Please go to [URL] to submit your order (the quantity should be 1), and we will take care of the rest. When you receive the merchandise, it would be great if you can make a post on twitter with your photo of the mug plus '@gitlab' & '#myfirstMRmerged' in the tweet.
2. Please let me know if you’d like to be paired with one of the experienced GitLab community members (a mentor) for a few weeks to help with your future contributions to GitLab.
Thanks again for your first MR to GitLab and welcome to the GitLab community!
......@@ -65,4 +65,3 @@ Please let me know if you have any questions and I look forward to your continue
Sincerely,
YOUR_NAME
```
......@@ -144,60 +144,17 @@ When this type of mention comes up during a weekend, please ping more people tha
### Zendesk
#### Disqus
#### Blog
All the comments from our blog are handled by Disqus. There's an integration with ZenDesk in place which pipes posts to ZenDesk as tickets.
Go through the tickets per-post, see if all comments have received responses, respond if any need responses, then mark all the relevant tickets as Solved.
You should also monitor the `#docs-comments` and `#mentions-of-gitlab` channels and mark every post with a `:white_check_mark:` to show it's been reviewed and handled.
While we're restructuring our handbook, this topic has now moved to the [E-Mail workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/blog.html).
#### Twitter
Tweets that mention [@GitLab](https://twitter.com/GitLab), or [@GitLabStatus](https://twitter.com/GitLabStatus) will create a ticket in Zendesk, and show up in the "Twitter" view. All responses should be sent from Zendesk.
If a tweet is responded to from TweetDeck, this risks duplicate responses. Responding from Zendesk also enables us to track our response times vs. [our internal SLA](/handbook/support/#sla).
Reply to almost all tweets, following the [social media guidelines](/handbook/marketing/social-media-guidelines/), and the guidelines on [representing GitLab on Twitter](/handbook/marketing/community-relations/developer-advocacy/#representing-gitlab-on-twitter) regardless of whether the tweet is of a technical nature or not. Follow up with the support team if the issue is too complex to handle.
##### General
- Tweets use short links which require you to visit that link to make sure you understand the context.
- Clarify if the request refers to GitLab.com or an externally hosted GitLab instance as we can only handle requests for [GitLab.com](https://gitlab.com).
When resolving Twitter tickets you should:
1. Use [Play mode](https://support.zendesk.com/hc/en-us/articles/203690856-Working-with-tickets#topic_avj_hfg_vt) in the Twitter view. The default Twitter view will sort tickets by created date (ascending).
1. Not skip any tickets
1. Assign the ticket to yourself or ask in the appropriate chat channel if you don't know how to answer it
1. Not cross assign tickets
##### Handles
- The [@GitLabStatus](https://twitter.com/GitLabStatus) account should only be used to give updates on the availability of [GitLab.com](https://gitlab.com) and to follow up on users reporting that [GitLab.com](https://gitlab.com) is unavailable or responding to a previous availability update on [@GitLabStatus](https://twitter.com/GitLabStatus).
- When a tweet mentions 1 or more of the handles described above, it should be replied to from the main [@GitLab handle](https://twitter.com/GitLab)
- If a wrong handle is used in a response, take note and respond from the correct one in the follow-up (if there is one)
##### Usage of Likes
Use "Likes" on Twitter for promoting positive feedback about our product since we direct users there when we want to show that people really love the product. Avoid using it for anything else.
##### Direct Messages
We have DMs disabled, but they can be used if we DM a user first. This should only be used when the user needs to communicate with us privately (e.g. to give a mailing address).
While we're restructuring our handbook, this topic has now moved to the [Twitter workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/twitter.html).
#### E-mail
Respond to e-mails sent to our `community@`, `education@`, `opensource@`, `merch@` addresses. Deprecated e-mail aliases: `movingtogitlab@`, `swag@shop.gitlab.com`. You might still receive occasional e-mails from those addresses. If you do, please reply from the appropriate active e-mail address from within Zendesk.
Please ensure that all e-mail traffic happens within Zendesk. This enables any advocates to collaborate on tickets, to bring visibility on conversations, and to make our response time metrics more accurate.
{: .alert .alert-warning}
If, for some reason you absolutely need to use your own `@gitlab.com` e-mail account to reply, please set up and use e-mail aliases as instructed on this video. This will make the conversation to be managed as a ticket in Zendesk, as opposed to privately on your personal inbox:
<figure class="video_container">
<iframe src="https://www.youtube.com/embed/5bhcOQVznXE" frameborder="0" rel="0" allowfullscreen></iframe>
</figure>
While we're restructuring our handbook, this topic has now moved to the [E-Mail workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html).
#### Facebook
......@@ -205,7 +162,7 @@ Messages sent to our [Facebook page](https://www.facebook.com/gitlab/) also feed
### hn-mentions Slack channel
While we're restructuring our handbook, this topic has now moved to the [Hacker News workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews).
While we're restructuring our handbook, this topic has now moved to the [Hacker News workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews.html).
### mentions-of-gitlab Slack channel
......@@ -400,150 +357,6 @@ When responding to community mentions, you should check out the [social media gu
If you can't respond to the linked comment, that's OK, but please quickly let the person who pinged you know so they can ping someone else.
## Handling swag
### MVP Appreciation Gifts
Each 22nd of the month is a release day - every release we pick a Most Valuable Person and thank them for their contributions. We send them some GitLab swag as a thank you (e.g. a hoodie, socks, and a handmade tanuki). There's also the option of sending personalized swag - see [custom swag providers](#good-custom-swag-providers).
1. Determine MVP after merge window closes, see `#release-mvp` channel
1. Find MVP's contact information
* An email address is usually stored in git commit data
* A user might have email or twitter info on their profile
1. Congratulate the MVP via email, ask for their shipping address, as well as any other relevant information (e.g. shirt size)
1. Investigate the MVP's interests
* If the MVP doesn't have a notable presence on social media, you may choose to ask them directly or send GitLab swag instead
1. Choose a suitable gift (up to 200$ USD)
1. Write a kind thank you message
1. Send the gift
* The MVP should ideally have the gift 48h before the post goes live, though shipping to people outside the United States can take longer and usually won't make it in time
1. Verify shipment status
* Make sure that it was sent
* Make sure that it arrived
1. Mention the MVP gift in the release post
* Make sure there's a picture of the gift in the release post if it's available
### Handling #swag channel requests
Handle swag requests made in the #swag channel.
### Requests for customer events or conferences
Ask in the #swag Slack Channel and ping the [swag expert](/expertises) or any Community Advocate available.
Please include the following in your request:
* The expected number of event guests
* The merchandise shipping address and contact phone number
* Which merchandise items you need
Note: we recommend that you request merchandise at least 4 weeks in advance for us to be able to accommodate your request. However,
* If your request is urgent, please reach out to the swag expert and find out if the fast shipping option is available.
* Feel free to schedule a Zoom call with the swag expert to discuss, create and place the order.
### Community swag requests
Email your request to sponsorships@gitlab.com. In your request please include the expected number of guests, the best shipping address, and phone number along with what kind of swag you are hoping for. The swag we have available can be found on our online store. Note: We recommend you request swag at least 4 weeks out from the event date or we may not be able to accommodate your request.
* We get a lot of requests to send swag, and we try to respond to them all. If you would like to get some GitLab swag for your team or happening, please see below for more info on submitting a swag. Note: We recommend you request swag at least 4 weeks out from the event date or we may not be able to accommodate your request.
#### Requester
Here's the process for requesting a swag gift for a contributor/user/customer:
* Leave a message in the `#swag` channel with
* URL to blog post, tweet, etc.
* *(Optional)* Name
* *(Optional)* Email
* *(Optional)* Shipment Address
* *(Optional)* Items requested (with sizes if you know them)
Request templates:
* Minimal
```plain
https://twitter.com/gitlab/status/884983979992121344
```
* Partial
```plain
https://twitter.com/gitlab/status/884983979992121344 - John Doe - email@example.com
```
* Maximum
```plain
https://twitter.com/gitlab/status/884983979992121344 - John Doe - email@example.com - 1233 Howard St 2F, CA, USA - 1 x L T-Shirt & 2 large stickers
```
_NOTE:_ If you don't specify which swag to send, we'll send a standard package (T-Shirt + 2 stickers)
_NOTE:_ Please keep a single swag request confined to one message to avoid clutter
#### Community Advocates
* Reach out to the swag recipient
* Thank them for their work/support
* Gather the missing info needed for fulfilling the swag dropship
* Fulfill the swag shipment in Printfection
* If items are specified
* Create a new dropship
* Add items
* Fill shipment info
* If no items are specified
* Take an unused giveaway link from [the community swag giveaway spreadsheet](https://docs.google.com/a/gitlab.com/spreadsheets/d/1LiRTSTHnF_NGyEPlqeRMUBi5cpffCHgMK8K0wAvVD4E/edit?usp=sharing)
* Mark the link as redeemed by entering the date in the `Redeemed` column
* Notify the recipient that the dropship has been created or send them a giveaway link
* Comment to the requester in a thread, notifying that the swag request has been fulfilled
_NOTE:_ Please keep in mind the [list of countries we do not do business in](/handbook/sales-process/images_sales_process/#export-control).
### GitLab Swag Shop
Community Relations handles shopify store front. This includes adding and removing items to store, fulfilling orders, maintaining inventory levels and responding to store support requests.
#### Adding items to the Shopify storefront
* Log in to Printfection
* Open the Inventory
* Check if the proposed item is available in the inventory
* Note the item's ID
* Note the following item details:
* Name
* Description
* Availability
* Sizes
* Assets
* Download the item images
* Log in to Shopify
* Open the products page
* Click the Add Product button
* Fill out information about the item
* If you don't have the information for the description, please ask/search for it and be careful - the info could be sensitive
* Fill out the price for the item
* Fill out the SKU (Stock Keeping Unit) which is the item's ID from Printfection
* Select "Shopify tracks this product's inventory"
* Set the quantity according to the Printfection inventory
* Enter the weight of the product
* Add the variants of the products if available
* Before saving the product, please check search engine listing preview
_NOTE:_ For more information, see this [official guide](https://help.printfection.com/hc/en-us/articles/218014268-Integrating-Printfection-with-Shopify-Using-Zapier-)
#### Removing items from the store
* Log in to Shopify
* Open the Products page
* Click on the product you want to remove
* Scroll to the bottom of the page where you can find the delete button
_NOTE:_ For more information, see this [offical guide](http://shopifynation.com/shopify-tutorials/delete-products-variants-shopify/)
### Sending swag tips
Consider using <https://www.stickermule.com> for sending stickers since Printfection inventory is limited. If Stickermule doesn't work for you, then use Printfection instead.
* If the swag shipment includes only stickers, always use Stickermule
* If the swag shipment includes a small number of items (depending on Printfection inventory) use Printfection
* If the swag shipment includes a large amount of stickers and other swag, consider using both Stickermule and Printfection
_NOTE:_ Always check Printfection inventory and item availability before sending.
## Initiatives
......
---
layout: markdown_page
title: "Blog response workflow"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## Overview
## Workflow
1. Go through the tickets per-post
1. See if all comments have received responses
1. Respond if any comments need responses
1. Then mark all the relevant tickets as Solved.
You should also monitor the `#docs-comments` and `#mentions-of-gitlab` channels and mark every post with a `:white_check_mark:` to show it's been reviewed and handled.
## Best practices
## Automation
All the comments from our blog are handled by Disqus. There's an integration with ZenDesk in place which pipes posts to ZenDesk as tickets.
---
layout: markdown_page
title: "Forum response workflow"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## Overview
## Workflow
## Best practices
## Automation
---
layout: markdown_page
title: "Twitter response workflow"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## Overview
### Handles
TODO: this should be in a table instead
- The [@GitLabStatus](https://twitter.com/GitLabStatus) account should only be used to give updates on the availability of [GitLab.com](https://gitlab.com) and to follow up on users reporting that [GitLab.com](https://gitlab.com) is unavailable or responding to a previous availability update on [@GitLabStatus](https://twitter.com/GitLabStatus).
- When a tweet mentions 1 or more of the handles described above, it should be replied to from the main [@GitLab handle](https://twitter.com/GitLab)
- If a wrong handle is used in a response, take note and respond from the correct one in the follow-up (if there is one)
## Workflow
<i class="far fa-hand-point-right" aria-hidden="true" style="color: rgb(138, 109, 59)
;"></i> All Twitter responses should be sent from Zendesk.
{: .alert .alert-warning}
- Reply to almost all tweets, following the [social media guidelines](/handbook/marketing/social-media-guidelines/), and the guidelines on [representing GitLab on Twitter](/handbook/marketing/community-relations/developer-advocacy/#representing-gitlab-on-twitter) regardless of whether the tweet is of a technical nature or not.
- Follow up with the support team if the issue is too complex to handle.
When resolving Twitter tickets you should:
1. Use [Play mode](https://support.zendesk.com/hc/en-us/articles/203690856-Working-with-tickets#topic_avj_hfg_vt) in the Twitter view. The default Twitter view will sort tickets by created date (ascending).
1. Not skip any tickets
1. Assign the ticket to yourself or ask in the appropriate chat channel if you don't know how to answer it
1. Not cross assign tickets
## Best practices
## General
- Tweets use short links which require you to visit that link to make sure you understand the context.
- Clarify if the request refers to GitLab.com or an externally hosted GitLab instance as we can only handle requests for [GitLab.com](https://gitlab.com).
### Usage of Likes
Use "Likes" on Twitter for promoting positive feedback about our product, since we direct users there when we want to show that people really love the product. Avoid using it for anything else.
### Direct Messages
We have direct messages disabled in our Twitter accounts, but they can be used if we first send a direct message to a user. This should only be used when the user needs to communicate with us privately (e.g. to give a mailing address).
## Automation
Tweets that mention [@GitLab](https://twitter.com/GitLab), or [@GitLabStatus](https://twitter.com/GitLabStatus) will create a ticket in Zendesk, and show up in the "Twitter" view.
If a tweet is responded to from TweetDeck, this risks duplicate responses. Responding from Zendesk also enables us to track our response times vs. [our internal SLA](/handbook/support/#sla).
---
layout: markdown_page
title: "Education Program"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
---
layout: markdown_page
title: "Education Program workflows"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
......@@ -13,10 +13,9 @@ title: "Evangelist Program"
## Meet-ups
- We love and support Meet-ups. If you would like someone from the GitLab team to stop by your event or might be interested in having GitLab as a sponsor please email `community@gitlab.com`. Please note, we will be much more able to assist if given sufficient lead time (at least a month) to evaluate request, process payment, produce swag, etc.
- We love and support Meet-ups. If you would like someone from the GitLab team to stop by your event or might be interested in having GitLab as a sponsor please email `evangelists@gitlab.com`. Please note, we will be much more able to assist if given sufficient lead time (at least a month) to evaluate request, process payment, produce swag, etc.
- GitLab Meet-ups: Ideally, the first couple meet-ups should be run by GitLab employees, but once someone manages to have a couple successive events, the meet-up itself will live on. It is much harder to start new meet-ups versus maintaining existing ones. So we make an effort to support and keep existing events going.
- If you are interested in creating your own GitLab Meet-Up, please create a Meet-Up account and set at least 2 meetings. Your first meeting with a date and topic, and then a second meeting with a date and topic. The second meeting can have a flexible topic based on how the first meeting goes. The point of setting two meetings is to help build momentum in the new group. You can find the list of GitLab meetups on the [meetup.com page](https://www.meetup.com/topics/gitlab/).
- If you are interested in creating your own GitLab Meet-Up, please create a Meet-Up account and set at least 2 meetings. Your first meeting with a date and topic, and then a second meeting with a date and topic. The second meeting can have a flexible topic based on how the first meeting goes. The point of setting two meetings is to help build momentum in the new group. You can find the list of GitLab meetups on the [meetup.com page](https://www.meetup.com/topics/gitlab/).
- Reach out to other like-topic Meet-Ups and invite them to your Meet-Up.
- Once you have scheduled your Meet-Up, add the event to our [events page](/events/) so the whole world knows! Check out the [How to add an event to the events .yml](/handbook/marketing/corporate-marketing/#how-to-add-an-event-to-the-eventsyml/) section if you need help on how to add an event.
- If you purchase any food & beverage for the meetup event, we can help reimburse the expense. A general guideline is $US 5/person for a maximum of $US 500 per each meetup. You will be asked to provide receipts, attendees list/photo, etc. If you have questions or need help with food & beverage reimbursements, please email `community@gitlab.com`.
- If you purchase any food & beverage for the meetup event, we can help reimburse the expense. A general guideline is $US 5/person for a maximum of $US 500 per each meetup. You will be asked to provide receipts, attendees list/photo, etc. If you have questions or need help with food & beverage reimbursements, please email `evangelists@gitlab.com`.
---
layout: markdown_page
title: "Merchandise operations"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## GitLab Shop
Community Relations handles the Shopify store front.This includes:
- adding and removing items to and from the store,
- fulfilling orders,
- maintaining inventory levels and
- responding to store support requests
## Operations
### Adding items to the Shopify storefront
1. Log in to Printfection
1. Open the Inventory
- Check if the proposed item is available in the inventory
- Note the item's ID
- Note the following item details:
- Name
- Description
- Availability
- Sizes
- Assets
- Download the item images
1. Log in to Shopify
1. Open the products page
- Click the Add Product button
- Fill out information about the item
- If you don't have the information for the description, please ask/search for it and be careful - the info could be sensitive
- Fill out the price for the item
- Fill out the SKU (Stock Keeping Unit) which is the item's ID from Printfection
- Select "Shopify tracks this product's inventory"
- Set the quantity according to the Printfection inventory
- Enter the weight of the product
- Add the variants of the products if available
- Before saving the product, please check search engine listing preview
<i class="fas fa-info-circle" aria-hidden="true" style="color: rgb(49, 112, 143)
;"></i> For more information, see this [official guide](https://help.printfection.com/hc/en-us/articles/218014268-Integrating-Printfection-with-Shopify-Using-Zapier-)
{: .alert .alert-info}
## Removing items from the store
1. Log in to Shopify
1. Open the Products page
- Click on the product you want to remove
- Scroll to the bottom of the page where you can find the delete button
<i class="fas fa-info-circle" aria-hidden="true" style="color: rgb(49, 112, 143)
;"></i> For more information, see this [offical guide](http://shopifynation.com/shopify-tutorials/delete-products-variants-shopify/)
{: .alert .alert-info}
---
layout: markdown_page
title: "Merchandise workflow"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## Overview
## Workflow
## Best practices
### Choosing a vendor
As a general rule, consider using <https://www.stickermule.com> for sending stickers since the Printfection inventory is limited. If Stickermule doesn't work for you, then use Printfection instead.
If the swag shipment includes:
* only stickers, always use Stickermule
* a small number of items (depending on Printfection inventory) use Printfection
* a large amount of stickers and other merch, consider using both Stickermule and Printfection
<i class="fas fa-hand-point-right" aria-hidden="true" style="color: rgb(138, 109, 59)
;"></i> Always check the Printfection inventory and item availability before sending.
{: .alert .alert-warning}
## Automation
---
## Handling swag
### MVP Appreciation Gifts
Each 22nd of the month is a release day - every release we pick a Most Valuable Person and thank them for their contributions. We send them some GitLab swag as a thank you (e.g. a hoodie, socks, and a handmade tanuki). There's also the option of sending personalized swag - see [custom swag providers](#good-custom-swag-providers).
1. Determine MVP after merge window closes, see `#release-mvp` channel
1. Find MVP's contact information
* An email address is usually stored in git commit data
* A user might have email or twitter info on their profile
1. Congratulate the MVP via email, ask for their shipping address, as well as any other relevant information (e.g. shirt size)
1. Investigate the MVP's interests
* If the MVP doesn't have a notable presence on social media, you may choose to ask them directly or send GitLab swag instead
1. Choose a suitable gift (up to 200$ USD)
1. Write a kind thank you message
1. Send the gift
* The MVP should ideally have the gift 48h before the post goes live, though shipping to people outside the United States can take longer and usually won't make it in time
1. Verify shipment status
* Make sure that it was sent
* Make sure that it arrived
1. Mention the MVP gift in the release post
* Make sure there's a picture of the gift in the release post if it's available
### Handling #swag channel requests
Handle swag requests made in the #swag channel.
### Requests for customer events or conferences
Ask in the #swag Slack Channel and ping the [swag expert](/expertises) or any Community Advocate available.
Please include the following in your request:
* The expected number of event guests
* The merchandise shipping address and contact phone number
* Which merchandise items you need
Note: we recommend that you request merchandise at least 4 weeks in advance for us to be able to accommodate your request. However,
* If your request is urgent, please reach out to the swag expert and find out if the fast shipping option is available.
* Feel free to schedule a Zoom call with the swag expert to discuss, create and place the order.
### Community swag requests
Email your request to sponsorships@gitlab.com. In your request please include the expected number of guests, the best shipping address, and phone number along with what kind of swag you are hoping for. The swag we have available can be found on our online store. Note: We recommend you request swag at least 4 weeks out from the event date or we may not be able to accommodate your request.