Working with Duo Trials
General Workflows and Guidelines
In general, Support Engineering does not have much control over Duo trials. These are mostly managed by Sales through $0 orders.
In responding to internal requests related to Duo trials, if we are unable to assist the requestor, we should direct them to sales who can access the Duo trial guidance in Highspot for most answers. Customer requests should be directed to Sales either by reaching out to them directly or by submitting a request using the Contact Sales form.
We can also initiate contact with sales in the trial request channel, or if they are an existing customer, by using the working with sales workflow.
A note about downgrading Duo Trials
This currently isn’t possible and the requester will either need to talk to sales (if the customer requested it) or work with the #duo-trial-requests or sales support (if an internal request).
Below is information on how to work with Duo trials, on each type of offering.
GitLab.com (SaaS) Duo Trials
GitLab.com trials can be extended using the normal trial extension workflow. Just ensure that you choose the right plan, either Ultimate Saas Trial W Duo Enterprise Trial Plan for non-customers or Ultimate Saas Trial Paid Customer W Duo Enterprise Trial Plan for current customers with a subscription.
Self-Managed / Dedicated Duo Trials
Self-Managed Duo trials should be $0 offers from the Sales Team. This means that Support Engineering has no real way to extend, modify or manage these like any other non-trial subscription.
These should be handled like normal subscriptions, with the only exception that we can email them to a non registered contact as they are considered trials.
Internal requesters should be advised to reach out to #duo-trial-requests if the request is about starting a trial. If they are looking to change or modify a trial then Sales Support is the right direction for guidance.
Additional Resources
Additional questions on how to handle a request with Duo Trials can be asked in #support_licensing-subscription in Slack.
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