Weekend Emergencies - Self-Managed License Request

Overview

There are times when a customer submits an emergency support request for a new license to replace their expired one immediately. But on-call Support Engineers do not usually have access to CustomersDot, and cannot manually generate licenses.

This workflow describes steps that can be followed by anyone in Support, regardless of whether they have CustomersDot access, to generate a short-term temporary Ultimate Trial license to de-escalate a weekend emergency.

NOTE: This workflow is applicable even if the customer has previously received a Sales-generated temporary extension.

This workflow does not cover SaaS Subscription Emergencies, see Customer Emergencies Workflow - SaaS License Emergencies.

Scope

License requests for a Self-managed customer with a paid plan, where the license’s “grace period” (14 days after expiration) ended within the last 3 days from the current emergency’s date.

Out of Scope

1. Organizations without a paid plan.
2. Prospects.

Workflow

Step 1: Confirm customer subscription

1. Request from the customer the following screenshots:

   • Admin Area -> Overview -> Dashboard
   • The license page from Admin Area -> License (in newer versions, may say subscription)

2. Add the screenshots to the ticket.

Step 2: Generate the trial license

1. Go to the Mechanizer ZenDesk App, from the ticket in the right side bar.
2. Enter your username and the user count for the license based on information from the screenshot.
3. Enter the email address of the person who opened the ticket.
4. The tool generates and emails to the customer a 10-day Trial GitLab License for the given user count.
5. Post a comment in the #support_licensing-subscription Slack channel, with the ticket url, to let the team know that an emergency license was generated.

Considerations

1. All licenses generated with the tool will have a 10 day limit. This cannot be changed through the tool.
2. The license will have generic information. This is intended to facilitate its creation.
3. If the customer mentions that they haven’t received the email with the license, go to our internal request issue tracker and you will see a closed issue with the title: [Success] - Created a license under [EMAIL] for [X] users. That issue will have a copy of the license. If there aren’t any closed issues, you can look for an open issue which will have information about the failure. If you find it and no license was generated, you can use the tool again to generate another license.

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