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Last updated: 2023-07-10
Provide customers with an easy, informed and reliable experience to view and manage their subscriptions, billing details, and contacts.
Once customer purchases a GitLab subscription - whether they worked with a sales rep or purchased directly from our website with a credit card - they should be able to view that subscription, modify it, and manage all of their billing information in one place (Customers Portal). Customers that purchase via an authorized GitLab Channel Partner should be able to view and provision access to the purchased subscriptions, but will need to contact their reseller to make subscription changes.
Some subscription changes are automated: Quarterly Subscription Reconciliation (QSR) automatically bills for overages; and Auto-Renewal automatically renews eligible subscriptions. Both are geared towards creating a hands-off subscription management experience for our customers and internal teams.
| Feature | Maturity | Description | To reach the next Maturity level |
|---|---|---|---|
| View subscriptions | 😊 Viable |
SaaS and SM subscriptions can be viewed in Customers Portal. | |
| Renew subscription | 😊 Viable |
SaaS and SM subscriptions can be renewed with a credit card. | |
| Auto-Renew subscription | 🙂 Minimal |
SaaS subscriptions can be auto-renewed. | Auto-renew SM subscriptions. |
| Add seats to a subscription | 😊 Viable |
SaaS and SM subscriptions can have seats added with a credit card. | |
| Remove seats from a subscription | ✖️ | Not Planned | |
| Upgrade a subscription | 😊 Viable |
SaaS 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 their contact information, view their 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) |
|---|---|
| Subscription display is not consistent with how data is structured in Zuora. Due to this, it has been increasingly difficult to adapt it to the new Order to Cash features and use cases that we've been developing. | Update subscription display in Customers Portal to be more user friendly and aligned to Zuora data structure. |
| Customers cannot have multiple user accounts connected to their Customers Portal account and subscriptions. | 1. New Navigation for Customers Portal which enables BillTo/Sold contact management, and displays Billing Account Managers. 2. Enable customers to invite multiple billing account managers for the Billing Account. |
| Opportunity | Solution(s) |
|---|---|
| Renewal flow in Customers Portal only supports subscriptions with a single renewable charge. Even if subscription has multiple renewable charges, this page only shows one of them, while the Total reflects all of the charges, resulting in a very confusing user experience. | 1. Combine multiple same rate plans during renewal 2. Update renewal flow to accommodate all renewable charges in the subscription. |
| Opportunity | Solution(s) |
|---|---|
| Customers are often confused by Upcoming Renewal emails - they are often irrelevant, unclear and not actionable. | 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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