Document interim workaround for overriding prior trial history for Premium customer
Background
Currently, the new Ultimate trials for Premium customers functionality is limited to only customers who have never previously conducted a trial on the given Namespace. This is due to existing code in place to prevent self-service abuse from customers initiating Ultimate trials over and over. However, given this new functionality requires manual engagement from Sales & Support to initiate the trial, abuse risk is minimal.
Long Term Solution
We plan to remove this check for a previous trial with Skip trial history check for new SaaS Ultimate ... (gitlab-org/customers-gitlab-com#7382 - closed) and allow for multiple trials of this type only.
Interim Solution
Until this is implemented, the following interim process can be used to initiate a trial for a Premium customer with a prior Ultimate trial:
- Sales: Follow standard trial request process as documented in the handbook, submitting an IR to Support team.
- Support: Submit a RFH request from groupprovision via: https://gitlab.com/gitlab-com/fulfilment-sub-department/section-fulfilment-request-for-help
-
Fulfillment: Using the above request, an engineer from groupprovision will:
- Delete the
TrialHistory
for the relevant namespace. This allows for passing the order model validation when wecreate_order
- On GitLab.com, update namespace attribute
trial_ends_on
tonil
(this step is no longer necessary)
- Delete the