Working with reseller related requests
Overview
Reseller is another word for Channel Partner. Note that an Alliance Partner is different from a Channel Partner, and is not a reseller. See the GitLab Alliances Handbook Page and the Internal Alliances Handbook Page for more on alliances.
When a customer purchases through a reseller we follow different workflows than we do for WebDirect or Sales Assisted purchases. Note the following for a customer purchase through a reseller:
- The customer will have access to customersDot, but cannot modify their subscription in any way, nor view invoices.
- Additions, modifications, or renewals must go through the reseller.
Note: Users may see a message in their portal, or on their GitLab.com group, warning that their subscription is “read-only”. This is only in reference of the inability to modify the subscription directly, but has no impact whatsoever on the functionality of the subscription itself
Identifying whether a customer purchased through reseller
Zuora is the single source of truth for whether a purchase was made via a reseller, however this information can be viewed via either Zuora or SalesForce. Authorised resellers are listed on the GitLab Partner directory.
Via Zuora
Check if a subscription was purchased through a reseller by locating the Invoice Owner
in the customer account on Zuora.
- First login to CustomerDot
- Select the tab
Customers
and enter the customers contact details into the search text field box - Once you have identified the customer, click on the
Show
button (represented by an i) which will provide details on the customer - Click on the
Zuora Subscriptions
tab and then the subscription name (i.e. A-S000860000) - This will launch the associated subscription page in
Zuora
- Look under
Basic Information
and the reseller should be listed in theInvoice Owner
field in the subscription page - You can also search the
Zuora Subscription
page for the textSSPChannel
which will have the text valueReseller
Note: Sometimes you can also see Partners section in the end-user’s SFDC account.
Via Salesforce
- Open a quote that has its
Status
set asSent to Z-Billing
for an opportunity - Wait for the Zuora iframe to load
- If the subscription was purchased via a reseller, the GitLab partner details will be listed in the iframe table under the Customer Account Details section as the Resale Partner.
- The Resale Partner may also be listed in the Required Approvals From VP of Channel notes.
Requests to update end-user contact information
Important: Do not send a license file to the reseller partner.
If a reseller partner needs to have the end-user contact details updated (who should receive the license), you have the following options:
- Have the current Sold-To contact file a support ticket with us, following the workflow Add subscription management contact workflow
- The reseller partner must attach a copy of the subscription invoice to verify any contact change requested on an end-user’s behalf
Handling reseller customers’ requests for direct renewal
To assist a customer who requests to renew their subscription directly with GitLab instead of through their reseller, follow the working with sales workflow and ensure you mention that the customer first had a Reseller purchase.
If a customer with a reseller purchase decides to make a new purchase on a different account, their subscription would be a new purchase instead of a renewal. The license generated would therefore not include the previous subscription counts. Follow the troubleshooting license upload errors workflow to move the ticket forward.
More Reseller Workflows
- Associating purchases - ownership verification
- Pass to Sales - reseller exemption request
- Pass to Sales - reseller subscription change or question
- Not-for-Resale (NFR) program and policy
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