Create SaaS Subscription Update specific mailer
Problem
Today, SaaS customers do not receive an email when they update their subscription (i.e. add seats). This is not a great customer experience, because they have no confirmation that the purchase went through.
Proposal
Similar to what was done in https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/4543 for Cloud Licensing SM customers, setup a new mailer for subscription updates (e.g. new seats, upgrade plan, etc.) for SaaS customers that:
- Provides a confirmation to customers that their additional purchase was successful, in a way that makes it clear this was an update/add-on to an existing subscription
- Gives the customer an audit trail to follow in email
Create SaaS renewal specific mailer (#5057 - closed) will implement a similar email for renewals.
Add the new mailer to the mailers doc.
Proposed Template
NOTE: this will apply for additional seats, CI Minutes, Storage or an upgrade, so it needs to be somewhat vague.
Hi Courtney👋
Thanks for your GitLab purchase! We appreciate your loyalty as a GitLab customer!
Your purchase will be automatically applied to the same namespace on the start date listed below. Here are the details of your subscription:
1. `product name`
2. `term start date`
2. `term end date`
3. `quantity`
If you require any assistance, contact GitLab support.
Thanks,
The GitLab Team
Note: keep the existing link to GitLab Support (https://about.gitlab.com/support/#contact-support) in the last line.
Technical Requirements
- Send these mailers for all subscription updates when:
- Purchase is of a SaaS subscription
- Amendment Type is
NewProduct
,UpdateProduct
orUpdateSubscription
. - Namespace info is present.
- If the namespace info is missing the unlinked SaaS purchase email should be used instead.
- Update logic to send the correct mailer based on subscription type (Renewal, Amendment, New Subscription)
- Ensure the newer version of the template design is used, consistent with the current New Subscription SaaS purchase email
- Put the new mailer behind a feature flag (
new_saas_mailers
, same as used for Create SaaS renewal specific mailer (#5057 - closed)) until the voucher email is implemented.
Note: https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/6086+ should be completed directly after this one.
Result
- Customer receives an email confirmation when a SaaS product update is completed that clearly outlines an add-on/upgrade occurred.
Availability & Testing
Adding a mailer, should be accompanied by several tests.
- Mailer Specs
- Mailer Subject
- Mailer To/From (multiple To's? If so, which is first?)
- Mailer Body?
- When is this Mailer activated? Only during update? During creation?