GitLab Sales FAQ - Selling with Partners

GitLab has a Partner Sourced Deal Registration (DR) program for Resale, MSP, and Referral opportunities. The partner should submit a Partner Sourced DR for an opportunity where they are bringing net-new business to GitLab, which can apply to opportunities for new logo, co-term add-on/upsell, or add-on/upsell as part of a renewal. Note, we can only approve one Partner Sourced DR for an opportunity, as only one partner can source a deal. Partners should not submit a Partner Sourced DR if they did not source the opportunity, and will generally receive Co-Sell discounts for these deals. Please refer to GitLab’s Internal Incentive Guide for more information on partner program discounts.

GitLab also has a Service Attach DR program which applies to opportunities where partners are selling their own professional services into a customer environment at the time of a GitLab product sale.

If the partner contact has a Partner Portal account but is unable to login, they can select “Forgot Password” to reset their password. If they do not have a Partner Portal account, they can select “Request Portal Access” to set up an account. Please have the partner contact partnersupport@gitlab.com for assistance ​​if they have followed the directions but are still having issues.

Note, to submit a Deal Registration, the partner must first be an authorized GitLab partner as well as have completed the required training in order to be granted access to submit a DR.

Yes, the expired DR can be extended for 30 days by the Channel Account Manager. Please chatter the Channel Account Manager to request that they extend the DR. If you need an extension longer than 30 days, please chatter @Partner Operations and provide the new date the registration should expire.

The Channel Account Manager (CAM) assigned to the DR has reviewed and sent it back to the resale partner for additional information/context. Once the resale partner reviews and responds to the CAM’s feedback, the CAM will be notified to review and action the updated DR.

DR information can be found in two areas on the opportunity:

• “Registrations” section in the related list quick links section at the top of the opportunity. This section contains all DRs attached to an opportunity, including approved, expired, rejected, and pending Partner Sourced DRs as well as Service Attach DRs.

• “Partner Sourced Deal Registration” section in the body of the opportunity which contains the approved Partner Sourced DR.

Please refer to the “Primary Quote Partner Details” section of the opportunity which displays the partner information from the Primary Quote.

SQS on the opportunity will be “Partner Generated” if (i) there is an approved Partner Sourced Deal Registration or the Initial Source is Partner Qualified Lead. Refer to the Partner Operations handbook for further details.

Please refer to the Internal Incentive Guide which contains information on our partner discounts, incentives, rebate programs and more.

Please refer to the Internal Incentive Guide to obtain partner program discounts for our products and services.

If the opportunity is for new or add-on/upsell business:

• sourced by the partner (including adding licenses as part of a renewal opportunity), the partner should submit a Partner Sourced Deal Registration (DR) for the opportunity. The GitLab CAM and ASM will approve the DR and then you can provide Partner Sourced discounts to the DR partner for the new or add-on portion of the deal.
• not sourced by the partner, the partner will generally receive co-sell discounts.

If the opportunity is a flat renewal, refer to the Partner Operations handbook for rules on partner incumbency.

Refer to the Internal Incentive Guide for information regarding our partner program discounts for your quote.

Please refer to GitLab’s channel neutral compensation policy. Please contact the Sales Compensation team if you have any questions on a specific opportunity after reviewing the policy.

• Reseller - GitLab quotes (i.e., sells to) the reseller, and reseller quotes the end customer. This is commonly referred to as a one-tier or reseller-direct deal
• Distributor - GitLab quotes (i.e., sells to) the distributor, distributor quotes the reseller, and reseller quotes the end customer. This is commonly referred to as a two-tier distribution deal
• MSP - GitLab quotes the MSP partner. The MSP partner purchases, holds title to, and manages the licenses that are used by their end customer, the MSP End User

Please refer to the Partner Operations handbook for details on the benefits of leveraging distribution.

Please refer to the Partner Operations handbook for details on distributor requirements and coverage by Geo and Market.

Please refer to the Partner Operations handbook for an overview of the partner quoting process and links to key resources including step-by-step quoting guides.

The quote needs to be sent to the partner, not the customer. Specifically, if your quote is:

• reseller-direct, send the quote to your reseller contact only (ensure you do not copy the customer)
• via distribution, send the quote to your distributor contact only (ensure you do not copy the reseller or the customer). Please refer to the Partner Operations handbook for distribution contact information

Please refer to the Partner Operations handbook for details on how to add or update billing information on the Partner Account record.

The Invoice Owner and Invoice Owner Contact on a partner quote represent the partner’s Billing Account and billing account Contact records, respectively. Please refer to the Partner Operations handbook for details on how to find these records in SFDC and use them for quoting.

We are not able to quote an unauthorized reseller. Please encourage the reseller to sign up as a partner so you can provide a GitLab quote. If this is not possible, the opportunity owner and/or Channel Account Manager (CAM) can create a legal case on the opportunity to request a one-time authorization for the partner to transact with GitLab. If the request is reviewed and approved, Legal will work with the opportunity owner, CAM, and Sales Support to take the necessary steps to provide a one-time authorization.

The partner account is in “Prospect” status because they have not yet signed our partner agreement and/or completed their required sales training. Please contact the Channel Account Manager that owns the partner account in SFDC to request that they work with the partner to get them authorized.

Please follow the instructions in the Cloud Licensing guide to request approval for a legacy/offline at the time of quoting.

Please refer to the Deal Desk handbook and approval matrix for details on applying non-standard payment terms.

Please refer to the Deal Desk handbook for details on how to clone a quote.

Yes, please refer to the Deal Desk Handbook for guidance on recalling a quote from approvals.

Yes, our contract/subscription record is with the distributor on a two-tier deal, not the reseller. If the customer, distributor, and account team need to change the reseller for a co-term add-on on a two-tier deal, GitLab is able to accommodate the change.

Yes, if the customer provides formal communication through email to confirm they would like to work with the new reseller for their renewal, we are able to transfer incumbency discounts. Refer to the Partner Operations handbook for further details.

Yes, for the customer’s overall license count to be accurate during the renewal, add-on licenses need to be fully processed before GitLab can generate a renewal quote. Please refer to the Deal Desk handbook for further guidance.

Yes, you can submit an internal support ticket to request a temp license to prevent the customer from losing access while the renewal is processed.

Please refer to the Sales Order Processing handbook for partner opportunity booking requirements.

Please refer to the Deal Desk handbook for guidance on extending the expiration date of an existing quote.

Please refer to the guidelines listed in the Sales Order Processing handbook regarding end-of-quarter bookings.

You can find our ECCN in our Trade Compliance handbook.

Invoices are sent 24 - 48 hours after the opportunity closes.

The Invoice Owner Contact from the Primary Quote receives the GitLab invoice, while the Sold To Work Email of the Invoice Owner receives the POD (i.e., copy of the customer provisioning email from fulfillment). Note, these two contacts should be aligned on your quote, as the Invoice Owner Contact (i.e., billing account Contact) should be created from and thus match the details of the Invoice Owner (i.e., Billing Account). Please refer to the Partner Operations handbook for details on partner billing records and how they apply to quoting a partner deal.

Note, on a two-tier deal, the distributor is invoiced by GitLab and thus the distributor receives the POD. Please connect the reseller with the distributor to obtain the POD if the reseller purchased through distribution.

This can be actioned by either the GitLab Sales Rep or the partner:

• The GitLab Sales Rep can submit an internal support ticket to request that the support team send the purchase confirmation email to the same end user contact.
• The partner that received the GitLab invoice (i.e., Distributor for two-tier deal, Reseller for one-tier deal) can submit a support ticket with the GitLab invoice attached to request the purchase confirmation email be resent to the same end user contact.

The partner that received the GitLab invoice (i.e., Distributor for two-tier deal, Reseller for one-tier deal) needs to submit a support ticket with the GitLab invoice attached to request the purchase confirmation email be sent to a new end user contact.

Important to note, the GitLab Sales Rep cannot change the end user contact post-sale on behalf of the partner or customer. The request to change the end user contact must either be submitted by the (i) partner that received our invoice as outlined above or (ii) customer contact listed as Sold To Contact on our final quote (i.e., the person that received the license).

Request approval from your VP via SFDC chatter to provide an offline or legacy license key for a closed-won opportunity. If/when VP approval is granted, submit an internal support ticket to request an updated license be issued to the customer.

The customer must add Compute Minutes via the same procurement path as the original order (i.e., if they purchased the original subscription through a partner, they must purchase the additional minutes through the same partner). Please take the following steps:

1. Initiate the procurement process. For channel deals, GitLab Sales to provide the partner a quote for additional Compute Minutes. For AWS/GCP deals, GitLab Sales to generate a private offer to the customer for additional Compute Minutes
2. GitLab Sales to submit an internal support ticket to request that the support team add minutes to the customer’s instance to get the customer back online while the GitLab procurement cycle is completed. To submit an internal support ticket, use the Other> Other License & Renewals Related Issue request type, and provide as much information as possible in the request to help drive quick review and approval (e.g., customer is locked out and required to wait on our procurement cycle since they purchase via partner, needs additional minutes to get back online)

Important to Note, The Support Team will not keep track nor remove any compute minutes, therefore GitLab Sales should request a modest amount of minutes to cover the time period necessary while waiting for the sale to process.