Customer Profile Template
Purpose
The purpose of this project is to introduce and facilitate ongoing collaboration between key team members at GitLab and [ORGANIZATION]. Together we can develop a customer success plan to help track internal issues, tasks, etc.
Folder Structure
- Documents - Contains information on support, feature requests, architecture/environment, running notes and other ad-hoc documents pertaining to the project.
- Recordings - Any recorded interactions between GitLab and [ORGANIZATION] may be stored here for later reference.
- Training - All training content or helpful reference information for [ORGANIZATION] are stored here.
Team
[ORGANIZATION] Team
Role | Name | GitLab ID | Location | Duty |
---|---|---|---|---|
ROLE | Name | Gitlab UserID | LOCATION | |
Compliance Manager | Name | Gitlab ID | Location | Gather data for audit and not introduce risk |
Product Manager | Name | Gitlab ID | Location | Ensure project timeline, communication, and capacity are met |
Development Team Lead | Name | Gitlab ID | Location | Work on team capacity, project deadline, and function requirement |
Product Designer | Name | Gitlab ID | Location | Understand user needs and product requirements to Designer |
Software Developer | Name | Gitlab ID | Location | Work on development tasks |
Platform/DevOps Engineer | Name | Gitlab ID | Location | Enable developers to focus on coding |
System Administrator | Name | Gitlab ID | Location | Maintain and scale infrastructure and configurations |
Security Analyst | Name | Gitlab ID | Location | Monitor and flag events, running down high priority tasks and working with other teams to implement new systems |
Release Manager | Name | Gitlab ID | Location | Coordinate & communicate releases |
Security Operations Engineer | Name | Gitlab ID | Location | prevent malicious attacks & mitigate active risks ASAP |
QA | Name | Gitlab ID | Location | develop and maintain test frameworks, quality reporting |
*Please indicate who is the contract owner
GitLab Team
- Account Executive: AE
- Solutions Architect: SA
- Customer Success Manager: TAM
- Professional Services Engineer: PSE
Account Summary
Description | Value |
---|---|
License type currently in use/required | Version |
Number of licenses currently using/required | Count |
Renewal date | Add Date |
On-premise, Cloud, or Hybrid Deployment | Implementation |
Cloud provider | Provider |
Infrastructure Diagram | Add Diagram Link |
Support Tickets | Add Zendesk Link |
Professional Services Package | Add SOW Link |
Salesforce Account (Internal Only) | Add SFDC Link |
Running Call Notes (Internal Only) | Add Doc Link |
GitLab Support
How to create a new support Ticket
- Login to GitLab support portal or email support directly.
- Include as much detail as possible about the problem (include screenshots, logs, etc). See SUPPORT.md for more details.
- Indicate the level of support. Tier 1-3 if possible.
- Official GitLab Support Documentation
- GitLab Support Handbook (SLA + Tiers)
- GitLab.com Status and Notifications
GitLab Continue Education
Proof of Value and Technical Evaluation Data
Guided Proof of Value (POV)
-
Yes -
Lite -
No
Value Driver (choose one)
Reduce Security and Compliance Risk Simplify processes to comply with internal processes, controls and industry regulations without compromising speed
Deliver Better Products Faster Accelerate the software delivery process to meet business objectives
Increase Operational Efficiencies _Simplify the software development toolchain to reduce total cost of ownership
Objectives | Business Impacts | Risk or Restrictions | Metrics & Deadline |
---|---|---|---|
What are your short-term goals? Long-term goals? | How does this impact the company | budget, Schedule, Organization, Legal, Current Business? | How do we measure this goal? What's the deadline? |
1. | ---- | ----- | -------- |
2. | ---- | ----- | -------- |
3. | ---- | ----- | -------- |
Metrics
ID | Metric Type | Metric Value | Comments |
---|---|---|---|
1 | list metric here | xxx | |
2 | list metric here | xxx | |
3 | list metric here | xxx |
Environment Summary
- Deployment occurs in the following environments:
- Dev
- QA
- Staging
- Production
- Other
Key Features Needed / Currently Using
-
Issues/Epics/Project Management -
SCM/git Repos -
CI/CD -
Container Registry -
Prometheus -
Service Desk -
Mattermost -
Geo -
HA -
Burndown Reports (Milestones) -
Dependency Scanning -
SAST -
DAST -
Premium Support
Current Tech Stack
Source Control Management
-
GitLab.com -
GitLab Enterprise -
GitLab Community -
GitHub.com -
GitHub Enterprise -
Bitbucket -
Gerrit -
Perforce -
SVN -
Clearcase -
TFS -
Other
CI/CD
-
GitLab.com -
GitLab Enterprise -
GitLab Community -
Jenkins -
Bamboo -
CircleCI -
Other
Issues
-
GitLab.com -
GitLab Enterprise -
GitLab Community -
JIRA -
Bugzilla -
Other
ChatOps
-
Slack -
Mattermost -
HipChat -
Other -
None
Application Security
-
GitLab.com -
GitLab Enterprise -
GitLab Community -
Blackduck -
Veracode -
Checkmarx -
Contrast Security -
IBM Appscan -
MicroFocus Fortify -
Snyk -
Sonatype Nexus -
Sonarqube -
WhiteSource -
Other -
None
Edited by Nhan Dao