Commit 46f66bd0 authored by Borivoje Tasovac's avatar Borivoje Tasovac

Update licensing workflow documentation

parent 6fc8cdcb
Pipeline #79046642 passed with stages
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---
education-oss-startup---
layout: markdown_page
title: "Community Advocacy"
---
......@@ -82,8 +82,8 @@ In this overview:
| [Facebook](/handbook/marketing/community-relations/community-advocacy/workflows/facebook) | Facebook page messages | Zapier | Zendesk | ✓ |
| [Hacker News](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews) | Hacker News mentions | Zapier | Zendesk and Slack: #hn-mentions | ✓ |
| [Hacker News front page stories](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews) | Hacker News front page mentions | Zapier | Slack: #community-advocates | ✓ |
| [Education initiative](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource) | Education application form | Marketo | Salesforce and Zendesk | ✓ |
| [Open Source initiative](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource) | Open Source application form | Marketo | Salesforce and Zendesk | ✓ |
| [Education initiative](/handbook/marketing/community-relations/community-advocacy/workflows/education-oss-startup) | Education application form | Marketo | Salesforce and Zendesk | ✓ |
| [Open Source initiative](/handbook/marketing/community-relations/community-advocacy/workflows/education-oss-startup) | Open Source application form | Marketo | Salesforce and Zendesk | ✓ |
| [E-mail (merch@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | Shop contact | E-mail alias | Zendesk | ✓ |
| [E-mail (community@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | Handbook | E-mail alias | Zendesk | ✓ |
| [E-mail (movingtogitlab@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | #movingtogitlab campaign (deprecated) | E-mail alias | Zendesk | ✓ |
......@@ -155,7 +155,7 @@ If you can't respond to the linked comment, that's OK, but please quickly let th
### Education / OSS
While we're restructuring our handbook, this topic has now moved to the [Education/open Source workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource).
While we're restructuring our handbook, this topic has now moved to the [Education/open Source workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/education-oss-startup).
### Supporting community initiatives
......
---
layout: markdown_page
title: "Education and Open Source"
title: "Education, Open Source and Startup programs"
---
## On this page
......@@ -13,18 +13,20 @@ title: "Education and Open Source"
## Overview
Description of the workflows when handling Gold/Ultimate license requests for the Education or Open Source initiatives.
Workflow for our complimentary initiatives:
1. [GitLab for Education](https://about.gitlab.com/solutions/education/)
1. [GitLab Open Source Program](https://about.gitlab.com/solutions/open-source/program/)
1. [GitLab Startups Program](https://about.gitlab.com/solutions/startup-program/)
Managing these programs include monitoring of:
1. SFDC chatter tab - for mentions of `@Community Advocate` inside SFDC
1. Zendesk views: *Education*, *Open Source*, *E-mail*, *Suspended tickets* (for `File {FileExternalID2} has been signed at GitLab` notifications)
1. Slack channels: `#education-oss`
## Workflow
![Education channel workflow](/images/handbook/marketing/community-relations/education-oss-workflow.png)
### Public Sector exception
- There are extra constraints and [rules of engagement](https://about.gitlab.com/handbook/sales/public-sector/engaging-public-sector.html) for customers whose email address ends in `mail.mil` or `.gov`
- Make sure to hand them over to the [US Public Sector team](https://about.gitlab.com/handbook/business-ops/#public-sector) for a review
- This is extremely important because they probably aren't qualified for this program even if it looks like they are. We could also end up in a legal violation of the US law if treated carelessly.
### Step by step
1. All data submitted through forms on our website land on Salesforce
......@@ -67,34 +69,34 @@ After the quote is signed you need to close the opportunity.
- *Amount* - 0.00 or the annual amount of the support (if included)
- Once approved, Deal Desk will send the quote to Zuora, and the EULA will be automatically sent. After it is accepted, the license key will be sent (for Ultimate), or instructions for authenticating a group (for Gold). Also, a renewal opportunity will be created.
Additional steps for OSS program:
- Check if the user followed the rules when submitting a MR:
- If the `GitLab OSS project URL` is valid
- If they are using an OSI approved license
- If they added themselves to the [OSS project](https://gitlab.com/gitlab-com/marketing/community-relations/opensource-program) README
### Suspended tickets view
We need to check this Zendesk view periodically because it contains two useful type of notifications:
1. `File {FileExternalID2} has been signed at GitLab`
- This means that the quote is signed. Find the appropriate opportunity by name and submit it for approval
1. `GitLab Quote for X Documents will expire in 3 days`
- Reach out to the contact and ask if there is something that needs to be changed on the quote or if there are other reasons for the delay. Change the status of the opportunity if they want to cancel their application.
### Additional steps for Open Source program
- Check if the `GitLab OSS project URL` is valid
- Make sure they are using an OSI approved license
- Confirm that they added themselves to the [OSS project](https://gitlab.com/gitlab-com/marketing/community-relations/opensource-program) README
Delete the ticket once you take the appropriate action to keep this view clean.
### Additional steps for Startups program
- Use [Crunchbase](https://www.crunchbase.com) to check if the startup raised less then $3M in revenue
- Make sure it was part of the current or two most recent [YCombinator batches](https://www.ycombinator.com/companies/)
## Best practices
### [Customers portal](https://customers.gitlab.com/admin/)
It can be used for:
- Tracking, editing and resending EULAs
- Changing the Primary contacts of the approved subscriptions (only that contact can login and apply subscription)
- Changing the Primary contacts on existing subscriptions
- Manually upgrading user's GitLab.com groups
### [LicenseApp](https://license.gitlab.com/)
- Can be used for downloading and resending the license keys for the self-hosted subscriptions
- Can be used for downloading and resending license keys for the self-hosted subscriptions
- It can also be used for generating trial licenses, but if you do so, make sure to document it in the SFDC as a comment on the appropriate account
- To access LicenseApp, you need to have a dev.gitlab.org account
### Public Sector exception
- There are extra constraints and [rules of engagement](https://about.gitlab.com/handbook/sales/public-sector/engaging-public-sector.html) for customers whose email address ends in `mail.mil` or `.gov`
- Make sure to hand them over to the [US Public Sector team](https://about.gitlab.com/handbook/business-ops/#public-sector) for a review
- This is extremely important because they probably aren't qualified for this program even if it looks like they are. We could also end up in a legal violation of the US law if treated carelessly.
### Changing EDU/OSS terms
1. Send a legal request to `legal@gitlab.com` and wait for approval
1. Navigate to **Quote**, `generate Word`, modify it (amend new terms at the bottom of the quote) and export as pdf
......@@ -141,15 +143,6 @@ The renewed license will become active only after the original expires (even if
1. Enter the tax certificate ID in the Zuora quote. This should automatically remove the tax from the quote
1. CC deal desk for them to approve
### Asking universities to use their logo
- In order to use university's logo on our Education page, we need to have their permission to do so
1. Reach out to the university and ask if we can use their logo
1. Attach this [template](https://drive.google.com/file/d/1fGT2PWjMzRE6iTUpxhsR6y1sAzUrv9lX/view) and ask for their signature
1. Attach signed document to their SFDC record
1. Update `data/educational_institutions.yml` file with associated data
1. Upload their logo in `source/images/educational_institutions/` directory
### Adding Credit Card details
- The customer cannot pay directly by credit card. Rather, they need to add their credit card details on [customers.gitlab.com](https://customers.gitlab.com/).
......@@ -185,6 +178,7 @@ The renewed license will become active only after the original expires (even if
- Payment options: ONLY when the **Quote** is approved and the license key delivered, our billing department will send an invoice where users can choose to pay via credit card, wire transfer or PO
- Handle one-license-per-institution rule on a case-by-case basis. We should first try to work with the institution so that they can manage their master account from a central department. Only if that does not work, we can discuss whether we can issue multiple licenses.
- If you ever get an error while updating *Opportunity Status* from `00-Pre Opportunity` to `6-Awaiting Signature`, make sure to initially change it from `00-Pre Opportunity` to `0-Pending Acceptance` and then you'll be able to update it to `6-Awaiting Signature`.
- If you're getting `Please obtain the necessary approvals before generating document(s)` error while generating .pdf or Word file, submit the quote for the approval and the error should be resolved.
### Response templates
......
......@@ -14,7 +14,7 @@ title: "Community advocacy workflows"
## Community response workflows
- [Hacker News](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews)
- [Education and Open Source](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource)
- [Education, Open Source and Startup programs](/handbook/marketing/community-relations/community-advocacy/workflows/education-oss-startup)
- [Twitter](/handbook/marketing/community-relations/community-advocacy/workflows/twitter)
- [Website comments](/handbook/marketing/community-relations/community-advocacy/workflows/website-comments)
- [E-mail](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail)
......
......@@ -23,7 +23,7 @@ title: "Education Program"
## Workflows
- Community Advocacy [workflow](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource/)
- Community Advocacy [workflow](/handbook/marketing/community-relations/community-advocacy/workflows/education-oss-startup/)
## Metrics
......
......@@ -24,7 +24,7 @@ title: "Open source Program"
## Workflows
- Community Advocacy [workflow](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource/)
- Community Advocacy [workflow](/handbook/marketing/community-relations/community-advocacy/workflows/education-oss-startup/)
## Metrics
......
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