How should Consultancy/Training requests be handled
The process for dealing with Consultancy and Training requests has not been fleshed out fully, handled instead on a case-by-case basis. As far as I'm aware, the only hard rule we have is that we don't consult for CE or .com users, only EE subscribers. Also, the technical nature of a consultancy request often puts it over the heads of BDRs to "qualify." The lack of clarity in the process has led to a poor customer experience in many cases when non-EE users request consulting that we're not actually willing to provide them.
I propose either of two possible solutions:
(a) clearly state on our website what the requirements are for GitLab to provide consulting or training
(b) have service engineers handle consultancy requests and forward them to the BDR/sales team if necessary, not the other way around.