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 updated: 2024-10-22
Deliver an easy, informed, and reliable experience for customers to purchase GitLab products, manage their subscriptions, and view billing details and contacts.
The Subscription Management team is responsible for providing customers with the self-service tools and features needed to purchase GitLab products and efficiently manage their subscriptions and accounts.
By focusing on these areas, the Subscription Management team aims to reduce friction in the subscription lifecycle, improve customer satisfaction, and support GitLab's overall growth and retention goals.
Feature | Maturity | Description | To reach the next Maturity level |
---|---|---|---|
Purchase subscription | 😊 Viable |
First time and repeat purchases of Gitlab.com and Self-managed subscriptions, as well as add-ons such as Storage, Compute Minutes and Duo Pro. | |
View subscriptions | 😊 Viable |
Gitlab.com, SM, Dedicated subscriptions can be viewed in the Customers Portal. | |
Renew subscription | 😊 Viable |
Gitlab.com and SM subscriptions can be renewed with a credit card. | |
Auto-Renew subscription | 🙂 Minimal |
Gitlab.com and SM subscriptions can be auto-renewed, certain exclusion apply. | |
Add seats to a subscription | 😊 Viable |
Gitlab.com and SM subscriptions can have seats added with a credit card. | |
Remove seats from a subscription | ✖️ | Not Planned | |
Upgrade a subscription | 😊 Viable |
Gitlab.com and SM Premium subscriptions can be upgraded to Ultimate with a credit card. | |
Downgrade a subscription | ✖️ | Not planned | |
View invoices | 😊 Viable |
All customers that purchased directly from GitLab can view their invoices. | |
Pay for the invoice | ✖️ | Not planned, but evaluating the need. | |
Manage payment methods | 😊 Viable |
All customers that purchased directly from GitLab can view and manage their credit cards. | |
Quarterly Subscription Reconciliation (QSR) process | 🙂 Minimal |
QSR will process for some use cases of SaaS and SM subscriptions (Self-Service and Sales Assisted) that are opted into QSR. | |
Special UX for Channel Partner customers | 😊 Viable |
Channel customers are able to login, manage contact information, view subscriptions and licenses. They get directed to the GitLab Partner to make subscription changes. | |
Emails/In-app notifications related to subscription management | 🙂 Minimal |
Legend:
Opportunity | Solution(s) |
---|---|
Purchase flows in the Customers Portal lack a consistent user experience and scalable technical implementation. The process for buying Premium or Ultimate differs significantly from purchasing products like Storage or Compute, as well as from upgrading or renewing. This inconsistency increases the engineering team's workload in building and maintaining these various flows. | We are working to unify all purchase flows in the Customers Portal to enhance scalability and improve the user experience. |
The self-service renewal and auto-renewal process does not support all subscription use cases. Although GitLab's product offering now includes several renewable subscription add-ons, only subscriptions with a single renewable product are capable of being renewed. | We are working to update renewal flow to accommodate all renewable products in the subscription. |
Opportunity | Solution(s) |
---|---|
Customers would like the ability to add extra subscription contacts to their accounts without contacting Support. | We plan to enable customers to invite multiple billing account managers to the Billing Account. |
Opportunity | Solution(s) |
---|---|
Customers often find Upcoming Renewal emails confusing, as they tend to be irrelevant, unclear, and lacking actionable information. | Move subscription renewal emails out of Zuora and into CustomersDot. This will allow us to limit which emails are sent, and customize their contents. |
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