Handling Licensing & Subscription Requests
How to handle requests for GitLab license or subscription upgrades or renewals
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::Licensing
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
Last modified August 3, 2023: Fixes for Support pages following migration (
f348e5a6
)