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:
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.
An increasing number of customers begin their GitLab journey via a partner. They may transact in a cloud provider's marketplace or purchase GitLab as part of a software bundle via a distributor. Our goal is to ensure those customers and partners get as high a quality of service as they would buying direct. This means extending our APIs to support indirect transactions.
In FY25 we are building an integration with a reseller partner which will enable direct subscription orders and amendments to happen without requiring any manual order processing. We plan to launch this integration in FY25 and launch in two major marketplaces. Based on the success and customer feedback that we get, we may continue to expand on that investment.
For more details on this work, reference the Fulfillment Integrations category direction.
Currently, we maintain separate pathways for purchases, as outlined in this issue. We plan to simplify by investing in a consolidated, best-in-class purchase path for our various offerings. Our investments in using GitLab.com single sign-on as the login method for customers.gitlab.com open up the possibility for more streamlined purchase experiences across gitlab.com and self-managed plans all within our Customer Portal.
We are also working on supporting 3-D Secure (3DS) in all of our credit card purchase flows.
For more details on this work, reference the Subscription Management.
We want to take the complexity out of understanding GitLab's pricing, so that a customer can easily understand and manage their subscription usage and how it relates to billing. A key problem area has been seat overages transparency, seat usage visibility, and customer understanding of our overages model. We are looking for ways to simplify our seat overages model in FY25 by beginning a phased launch of requiring seats to be purchased & available before additional users can be added to a group or instance. 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.
As we roll out namespace Storage limits on gitlab.com, we are working to ensure that namespace storage is easy to understand and manage for all gitlab.com users.
We are working on expanding and streamlining options for customers to trial and use new products, such as GitLab Duo Pro.
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 Q2 OKRs (Internal).
We follow the OKR (Objective and Key Results) framework to set and track goals quarterly. The Fulfillment section OKRs are set across the entire Quad.
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).