Team member licenses

Support Operations policies page for team member licenses

Introduced via support-team-meta#3335

The process

The process for these is:

  1. The GitLab team member submits a request via the Support Super Form.
  2. If valid, an issue is filed in support-ops-project.
  3. Support Operations logs into the staging cDot app and confirms there is not an already existing license.
  4. Support Operations generates the license using the parameters in the issue.
  5. Support Operations updates the issue and closes it out.

Checking for an existing license

  1. Login to the staging cDot app via Okta.
  2. Click the Licenses link on the left-hand side of the page.
  3. Type the email address in the search box and click Refresh.
  4. Review the results to see if an existing license (that is not expired) exists can still be utilized.
  5. If one does exist, please ask for clarification why a new license is needed when an existing one can be used still.
  6. Review the clarification given and make a decision if a new license is warranted.

Creating a license

Note Before proceeding, please confirm the requested end date on the issue does not exceed 1 year. If it does, we cannot proceed with the request until the requester changes that.

Creating a license via staging cDot

  1. Login to the staging cDot app via Okta.
  2. Click the Licenses link on the left-hand side of the page.
  3. Click the + Add new License at the top of the page.
  4. Fill out the details on the form
  5. Click the ✓ Save button at the bottom of the form.
    Field Value
    License Type Legacy License
    Name value from the issue
    Company GitLab - Team Member License
    Email value from the issue
    Zuora subscription ID leave this blank
    Zuora subscription name leave this blank
    Users count value from the issue
    Previous users count 0 or value from the issue
    Trueup count 0 or value from the issue
    Plan code value from the issue
    Trial leave unchecked
    Start date today’s date
    End date value from the issue
    Notes the issue link

Updating the issue

After you have generated the license, you need to reply and close out the issue.

To do this, reply with the following:

The staging license has been generated at this time. Search for the subject Your GitLab License File in your e-mail to locate it.

For information on applying a license, please read through our documentation.

As this is a staging license, please keep in mind you must setup your GitLab deployment to work with those.

  • For non-GDK instances, please see our documentation.
  • For GDK instances:
    • Ensure that you have a env.runit file created in the root directory of your GDK repository.

    • It should contain the following contents:

      export GITLAB_LICENSE_MODE=test
      export CUSTOMER_PORTAL_URL="https://customers.staging.gitlab.com"
      
    • After the env.runit file is setup, please run gdk restart

    • You should then be able to apply the license to your GDK instance

If you get an error that your license key is invalid, this will indicate you have not done the needed setup to work with a staging license.

After sending that reply, do the following:

  • Add time spent on the issue
  • Add the label ~Readiness::Completed to the issue
  • Close the issue