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layout: handbook-page-toc
title: Fulfillment Group
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## On this page
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- TOC
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## Welcome to the Fulfillment Group Page

### Who are we and what do we work on?

The Fulfillment team is responsible for the infrastructure between the systems which affect the user purchasing process, as well as being the primary caretakers of the customers portal and the license app. 

Since we overlap with the other groups in the [Growth Stage](https://about.gitlab.com/handbook/product/categories/#growth-stage) it can be hard to determine, who to go to for what. The other Growth groups focus on features, enhancements, experiments and pushing adoption and retention forward. We (Fulfillment) focus on keeping everything up and running, in other words, keeping the lights on. :high_brightness: 

We frequently collaborate with other teams. For example if we are making a change which will affect [usage ping](https://docs.gitlab.com/ee/user/admin_area/settings/usage_statistics.html#usage-ping-core-only) we collaborate with the [Telemetry group](https://about.gitlab.com/handbook/product/categories/#telemetry-group). When our work involves or affects any backend enterprise application, we collaborate with the [Sales Systems team](https://about.gitlab.com/handbook/sales/field-operations/sales-systems/).

**Want to know more about us?**

* [Product Vision](https://about.gitlab.com/direction/fulfillment/)
* [Fulfillment group](https://about.gitlab.com/handbook/product/categories/#fulfillment-group)
* Engineering Teams
     * [Backend](/handbook/engineering/development/growth/be-fulfillment/)
     * [Frontend](/handbook/engineering/development/growth/fe-fulfillment/)

## What's new and other helpful information

* License generation update _coming soon_
* Trends we're hearing from sales and support. _coming soon_

## OKRs

* [Fulfillment OKR](https://gitlab.com/gitlab-org/growth/product/issues/805#note_268291095) 
     * Current Status: **Yellow**
     * We're currently self-reporting as Yellow due to [a key issue](https://gitlab.com/gitlab-org/gitlab/issues/33142) deliverying 2 weeks later than planned. 
* [Customer Satisfaction OKR](https://gitlab.com/gitlab-org/growth/product/issues/1476)
     * Current Score: **95.4%** _as of 2020-02-26_
     * We are measuring the satisfaction of users who have submitted support tickets related to the purchasing process, renewals, upgrades, licensing, and accounts receivables activities.
     * Our OKR goal, is to attain **95%** satisfaction fiscal quarter-to-date (since 2020-02-01)
     * Anyone with Zendesk or [Zendesk light agent](https://about.gitlab.com/handbook/support/internal-support/#light-agent-zendesk-accounts-available-for-all-gitlab-staff) access can view our satisfaction dashboard which provides our live score [here](https://gitlab.zendesk.com/explore/dashboard/B9CE3DE481E68564F258F5470A77C118A77C101B27B0BBC9575E12CADA3AEE5F). If you have troubles accessing the dashboard ping @amandarueda in Slack.
* [Growth Deliverables](https://gitlab.com/groups/gitlab-org/-/boards/1541389?milestone_title=12.9&scope=all&utf8=%E2%9C%93&state=opened&label_name[]=group%3A%3Afulfillment&label_name[]=Growth-deliverable) 
     * We use the label ~Growth-deliverable to indicate any piece of work which is expected to directly impact KPIs, improve external & internal customer experiences.


## What are we working on?

* **Milestone 12.9**  _In progress_
     * [Planning issue](https://gitlab.com/gitlab-org/fulfillment-meta/issues/75)
          - Identify the themes for this milestone 
          - Zoom in on work specific to UX, Bugs, Security, Enterprise Apps, Technical Debt, and OKRs
          - Start a discussion about the milestone in general
          - See who is on vacation/OOO during the milestone from the Fulfillment group  
     * [Issue board](https://gitlab.com/groups/gitlab-org/-/boards/1541389?milestone_title=12.9&label_name[]=group%3A%3Afulfillment)
          - View issues included in the milestone and order of priority
          - If you have a question about a specific issue, raise it within the issue via a comment, and mention [@amandarueda](https://gitlab.com/amandarueda)
     * Kick-off call
          - [Video](https://youtu.be/rQzEOldFG3Q)
          - [Agenda](https://docs.google.com/document/d/1Y5nKYj6XxqsIOrRaJSWnIADlHyz-bKu9uda_M_8fm1Q/edit#)
          - Discussed priorities for the milestone, use of different labels, how to best use "assignment" to convey "who's got the ball". 
* [Milestone 12.8](https://gitlab.com/groups/gitlab-org/-/milestones/43)  _Complete_



## How to get help

* For help with a license error, resending a license, a request related to EULA or other support requests, [create an internal issue](https://about.gitlab.com/handbook/support/internal-support).
* For general product questions, try the [#Questions](https://gitlab.slack.com/archives/C0AR2KW4B) Slack channel. 
* Reach out to [#g_fulfillment](https://gitlab.slack.com/archives/CMJ8JR0RH) with product questions Fulfillment or to escalate an outage in our purchasing workflow.
* To raise awareness or request elevated priority of an issue, mention [@amandarueda](https://gitlab.com/amandarueda) in the issue and provide relevant information.