Handling Licensing & Subscription Requests
Overview
Use this workflow when there’s a query about upgrading or renewing a GitLab license or GitLab.com subscription.
Workflow
- Make sure that there aren’t any other types of queries that would need the Support team’s attention
- Use the
General::Forms::Incorrect form used
macro to transfer the ticket
High Priority Cases
In some cases, a renewal may be of particularly high priority and needs urgent attention (e.g. the license will expire within a few days). In these cases, please:
- Determine who the account owner is in SFDC
- Ping them on Slack with the appropriate ticket number and context
46417d02
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