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::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

Last modified November 7, 2023: Correct macro to move to L&R queue (1da8dfa0)

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