| Hi @Roritharr - Support Manager here. It was me who helped your tickets along last time, and I'm sorry to hear that you're having trouble again. Someone should be in touch on your renewals issue soon. If you're interested in the story; there's a bit of nuance here. Support actually falls under Engineering in GitLab, and licensing falls under Sales. That means that technical issues and upgrades/renewals fall under different teams. The good news is that we're working hard in both areas to improve.
- We've significantly increased the headcount of the licensing team, this should mean faster responses on licensing queries in the near term future.
- We've formed a Fulfillment team who is hard at work automating away some of the manual process associated with renewals. (You can see their priorities here: https://about.gitlab.com/direction/fulfillment/#-current-foc...) Specifically from the Support side, we're discussing process improvements that will mean fewer languishing tickets like you've described. There are a few in flight, but the one I'm personally most excited about is https://gitlab.com/gitlab-com/support/support-team-meta/issu.... You'll note, I did just write it up - so there's not much discussion there yet. If you're feeling up for it, we'd love to have your input. Feel free to leave a comment there if you have any colour that could help. I hope next time we bump into each other on HN it'll be under happier circumstances. As always, if you'd like to discuss this more, feel free to email me directly at lyle[at]gitlab[dot]com. |
We're coming from a 30 Users License last year, with two true-up on-top of that.
Now we're down to 17 active users, so after our TAMs reply we bought a License with 19 Users. When trying to add the License we're getting an error that in the Last year 30 users have been active so we need to renew for this amount...
Is this a bug?