The Billing team orchestrates and owns the customer billing cycle from invoicing to cash, while working closely with the Deal Desk team.
Please contact Billing team by emailing firstname.lastname@example.org or by chattering
@billing-ops on an opportunity in Salesforce.
Doing so will automatically create a case in the Billing queue that is monitored throughout the day.
We will respond to the case as soon as we can during business hours.
Please note that Billing should not be chattered for assistance with quote creation.
The Deal Desk team is able to assist with opportunities and quotes by chattering
@sales-support on the opportunity.
Please avoid tagging Billing team members directly in chatter, instead use
@billing-ops as this way your request will be seen by all Billing team members which helps avoid delays.
Please avoid contacting any Billing team members directly via Slack.
@billing-ops in the
In short the approval and invoicing process comprises the following steps:
In order to approve an opportunity the following systems are used SFDC, Zuora and customer portal. The below points/fields need to be reviewed in the process:
Other documentation to be checked can include MSA, special subscription agreements, Distribution agreement with a reseller. If the documentation requires countersignature, check if countersigned before processing.
Invoice: gets created after hitting the Create Bill Run button. Untick the Automatically renew auto-renew subscriptions field before processing. The following fields need to be reviewed on the PDF before posting. If the below are ok the invoice can be posted (Post).
III. Customer portal:
Other documentation - need to be reviewed for any discrepancies in the above fields e.g. payment terms, product, future price agreements.
Please note that EDU/OSS opportunities follow a slightly different process:
Points to note for professional services opportunities:
Points to remember while billing AWS orders can be viewed here.
GitLab currently has the following billing entities:
This is a general rule for billing through the entities:
|Entity||Direct / Unauthorized Reseller||Authorized Reseller|
|BV (Netherlands)||NL||Not AU, DE, UK, or US|
|Ltd (United Kingdom)||UK||UK|
|Inc (United States)||Not AU, NL, DE, or UK||US|
|Pty Ltd (Australia)||AU||AU|
We bill customers and unauthorized (fulfillment) resellers:
We bill authorized resellers:
There are 3 reasons why an account for a customer or an unauthorized reseller based in the Netherlands, UK, Germany or Australia is billed through GitLab Inc:
The customers that bought their product over the portal and are renewing over the portal will continue to be billed through GitLab Inc. The customers or unauthorized resellers based in the UK, Netherlands, Germany and Australia that were billed through GitLab Inc will be moved to the appropriate entity where purchasing a renewal or initiating contract reset via a sales assisted quote (early termination of the existing contract and new term). Please note that add-on opportunities need to be billed via the entity of the opportunity that they are added to.
Accounts with Auto-generated Renewal Amendment report
If the payment goes through, go to the existing renewal opportunity:
If the payment doesn’t go through: