The following page may contain information related to upcoming products, features and functionality. It is important to note that the information presented is for informational purposes only, so please do not rely on the information for purchasing or planning purposes. Just like with all projects, the items mentioned on the page are subject to change or delay, and the development, release, and timing of any products, features or functionality remain at the sole discretion of GitLab Inc.
Last reviewed: 2024-05
At GitLab, Fulfillment works to provide a seamless buying experience for our customers. We invest in quote-to-cash systems to make purchasing, activating, and managing GitLab subscriptions as easy as possible. This improves customer satisfaction and streamlines our go-to-market (GTM) processes, helping accelerate revenue growth for the company.
We welcome feedback on our initiatives. If you have any thoughts or suggestions, please feel free to create a merge request to this page and assign it to @ofernandez2 for review, or open a Fulfillment Meta issue.
Provide customers with an excellent experience by making it easy for them to purchase GitLab paid subscriptions and add-ons, provision their purchase, and manage subscription changes such as increasing seat count or renewing.
GitLab paid plans offer rich feature sets that enable customers to build software faster and more securely. For the Fulfillment section, success is to make it as easy as we can for a customer to transact with GitLab and unlock the value of these rich feature sets in our paid offerings.
We add new product offerings, make our subscription management process simpler, and work to support our customers' preferred purchasing channels and payment methods. This requires investments across all interfaces where customers conduct business with GitLab. Given the breadth of countries, organization sizes, and industries that benefit from the GitLab product, we strive to be excellent at both direct transactions via our web commerce portal or our sales team, as well as sales via Channels and Alliances.
We expand addressable market by launching new product offerings, including the FY24 addition of GitLab Duo Pro add-on and Enterprise Agile Planning. We also improve operational efficiency by providing a seamless end-to-end subscription management experience. This enables our Sales teams to spend more of their time on strategic discussions with customers. It also allows our Support and Finance teams to be more efficient.
We strive to balance delivering on new business opportunities while continuing to simplify and improve our technical systems foundations.
Our focus themes are:
Within these themes, our top priorities across all Fulfillment groups are outlined in our quarterly OKRs (Non-Public). Some efforts by theme are outlined below.
In FY24, we added new pricing and packaging options, including GitLab Duo Pro add-on and Enterprise Agile Planning add-on. In addition, we supported pricing changes such as the GitLab Premium price change announced on 2023-03-02.
In FY25, we are working on GitLab Duo Enterprise add-on. For more details, see add-ons under GitLab Pricing.
In FY25Q2, we simplified our experience by investing in a consolidated purchase path for our various offerings within our Customer Portal. We also launched support for 3-D Secure (3DS) in all of our credit card purchase flows.
In FY25Q3, we will invest in UX improvements on the newly launched self-service purchase paths in the Customer Portal, streamlining the purchase experience for customers. We also plan to expand self-service renewal support for more subscription types, avoiding the need for sales team intervention.
For more details on this work, reference the Subscription Management.
Some customers begin their GitLab journey via a partner, by transacting via a cloud provider's marketplace or via a software distributor. To improve their experience purchasing via these partners, we have worked to expand our APIs to support indirect transactions.
In FY25Q2, we launched self-service public offers in the AWS Marketplace. Based on the success and customer feedback that we get, we plan to continue to expand on that investment.
To remove complexity out of GitLab's pricing and billing, we want to tackle confusion with the seat overages model. We are planning a phased rollout of a feature that would allow customers to block any seat overage from happening in their GitLab instance or group, instead requiring seats to be purchased & available before additional users can consume a seat.
Although we will be initially intoducing this no-overages functionality to a subset of customers, we hope to over time make it the default billing model for most customers.
We are working on expanding and streamlining options for customers to trial and use new products. In FY25Q2 this included GitLab Duo Pro trials, and in future quarters will include Duo Enterprise.
Managing a GitLab subscription should be simple and largely automated. In order to make this a reality for all customers, we are investing in:
For more details on this work, reference the Subscription Management category direction
GitLab team members are passionate about delivering value to our customers. We are investing in the following initiatives to better enable them to do this:
As we complete these investments we will reduce the complexity of our order-to-cash systems, making it easier to innovate and deliver improvements to GitLab customers and our internal stakeholders across sales, billing, and more.
Due to the not public nature of most of our projects, our product roadmap is internal.
We have Fulfillment FY25 Plans and Prioritization (also Not Public), that GitLab team members can reference to track all planned initiatives by theme.
To learn more about our roadmap prioritization principles and process, please see Fulfillment Roadmap Prioritization
The Fulfillment section encompasses four groups and nine categories. See GitLab categories for details on the section, stage, and groups organization, including a list of team members.
A list of Stable Counterparts can be found in the Engineering Fulfillment Sub-Department page
Team members can reference our Fulfillment FY25 Q3 OKRs (Internal).
We follow the OKR (Objective and Key Results) framework to set and track goals quarterly.
Fulfillment does not track Performance Indicators at this time. While we monitor performance metrics to ensure the availability, security, and robustness of our systems, and keep to our SLOs, our goals and product plans are all tracked in OKRs.
See Fulfillment Recap issues for recaps of other recent milestone accomplishments and learnings (internal when needed).