Global Partner Operational Handbook - Assetsprod.microsoft

2y ago
139 Views
11 Downloads
1.13 MB
73 Pages
Last View : 1m ago
Last Download : 2m ago
Upload by : Ronnie Bonney
Transcription

Global PartnerOperational HandbookWelcome! This handbook will provide you as Microsoft Dynamics Partner withfast and easy access to reference information related to the operational supportand services provided by the Regional Operating Centers (ROC’s).You can also view this content online by following this link.Please refer to the Operational Glossary which contains terms and acronyms used throughoutthis document. This handbook serves as a reference guide for your day-to-day operations and itis recommended to use this handbook in conjunction with other information/training materialprovided by the Regional Operations Centers as well as your local subsidiary.

ContentsThis document contains the following information:1.Getting StartedFiscal Calendar, Contact Guide, Operations Training2. Solution Provider Agreement & Microsoft Partner NetworkIncluding Solution Provider Agreement (SPA) discounts, Partner Incentive Program, Microsoft Partner Network(MPN) Competency3. Systems, Ordering and SupportIncluding PartnerSource, CustomerSource, Chat Now, Online Service Request Tool (COSMIC), Order Central,My Messages, Service Plans, Credits4. Special ProcessesIncluding Add-Ons, Transitions, Transfers, Partner Changes5. License and Product InformationIncluding Business Ready Licensing (BRL), Enhancement Plan, Partner Localization & Translation Policy (PLPP),Enhancements, and information regarding Microsoft Dynamics AX and Microsoft Dynamics CRM, MicrosoftSQL Server Runtime6. Additional AgreementsIncluding Multisite Agreement (MA), Global Volume Agreement (GVA), Services Provider License Agreement(SPLA), Software License Terms (SLT), Microsoft Electronic Service Agreement (MESA), Partner Localization &Translation Policy (PLPP), Dynamics Academic Alliance (DynAA)7. Credit ServicesIncluding Collections Cycle, Payment Terms, Credit Limits8. Operational GlossaryThis page contains the common acronyms words and terms used in the Microsoft Dynamics Organization2

1. Getting StartedIn this section This section provides basic information regarding operational training and key contacts. You can also view this content onlineby following this link.This section contains the following information: Fiscal Calendar Revision of the Operational Handbook and Disclaimer Operational Training Regional Operations Centers (ROC) Business Operational Model Microsoft Dynamics Operations Glossary Quick Reference GuideFiscal CalendarMicrosoft will continue to follow the Gregorian financial calendar to better streamline accounting, record keeping andreporting. This means each month and quarter will close on the last day of the month. For MBS, these dates are reflected inthe FY16 calendar posted on PartnerSource Ordering Home page.Revision of The Operational Handbook and DisclaimerThis version of the Operational Handbook contains information updated as of March 2017. Please note that contents of thisguideline may be subject to change without prior notice.The Operational Handbook is for exclusive use by Microsoft Dynamics Partners who support sales of Microsoft Dynamicsproducts. It contains confidential information as defined in the agreements and is not intended to be shared with and mustnot be distributed to customers.All processes and policies comply with the terms of Microsoft Dynamics Partner agreements at the time of printing. In caseof discrepancies between this Global Partner Operational Handbook and a Microsoft Dynamics Agreement (as listed in thisGlobal Partner Operational Handbook), the Agreement’s terms prevail.Operational TrainingTwo contacts in your organization are recommended to complete the following training which will enable you to effectivelyconduct business with the Regional Operations Center (ROC).Please go here to access the Microsoft Dynamics Partner Operational Training page which includes training material onOrder Central, Chat Now, PartnerSource, PartnerSource Business Center (PSBC) and the Online Service Request Tool(COSMIC).3

Regional Operations Centers (Roc)There are three Regional Operations Centers that make up the Worldwide Operations of Microsoft: Americas Operations Center (AOC), responsible for the United States, Canada and Latin America EMEA Operations Center (EOC), responsible for the region Europe, Middle-East and Africa. Asia Pacific Operations Center (APOC), is responsible for the Asia Pacific Region including Australia and New Zealand.The Regional Operations Centers own the legal relationship with Microsoft Dynamics Channel Partners. The RegionalOperations Centers also owns the distribution rights and issue licenses and invoices to Microsoft Dynamics Partners.Collective operational activities in the three Regional Operations Centers include: Credit Services Finance Order management Pricing Product Release and Launch Product supply and distribution Query management SKU ConfigurationBusiness Operations ModelThe Regional Operations Centers (AOC, EOC & APOC) and the local Microsoft Sales and Marketing Subsidiaries cooperate toprovide operational, sales and marketing support to all Microsoft Dynamics Partners. The distribution of tasks will be clear foreach process throughout this document.Please consult your Partner Sales Executive (PSE) in the Local Microsoft Subsidiary for all questions and issues related to sales,developing your business and business opportunities in the market, marketing and sales support.For the execution of these decisions, on matters that relate to agreements, ordering products and software, receiving latestprice lists, extending your credit, payment and distribution, etc. you will then work with the Regional Operating Centercovering your area.Your PSE will work with the various internal Microsoft tools at his/her disposal, and the relevant Regional Operations Center(ROC) will work closely with your PSE on any issues outside of the normal (e.g. credit issues, improvement efforts).Key Partner Support ActivityMICROSOFT DYNAMICS LOCAL OFFICE Partner Recruiting Business Planning Business Development Marketing Pipeline management Pre-sales and sales support Product information and support Product training Queries on sales and productREGIONAL OPERATIONS CENTERS AOC, EOC APOC Contract handling Order Processing Invoicing and payment Fulfillment and Distribution Training on Operations and Tools Queries on Licenses and Invoices4

Microsoft Dynamics Operations GlossaryClick to view the terms and explanations for the Operational Guide GlossaryQuick Reference Guide Operational Training Pricing and Ordering5

2. Solution Provider Agreement (SPA) & Microsoft PartnerNetwork (MPN)In this section This section provides information regarding the Solution Provider Agreement (SPA), information regarding the MicrosoftPartner Network (MPN), and the sub-categories for each.You can also access the following content online.This section contains the following information: Solution Provider Agreement (SPA) Changing Partner, Name, Details Demonstration, Development and Testing Licenses (Demo/Dev) Partner Internal Use Rights (IUR) Licenses Product Evaluation Licenses for Customers Dynamics 365 Internal Use Rights Benefits Entitlement Partner SPA Discount Partner Incentive Program Microsoft Partner Network (MPN) Quick Reference GuideSolution Provider Agreement (SPA)Program OverviewThe Microsoft Dynamics Solution Provider Agreement (SPA) grants reselling Partners the right to place orders with therelevant regional Microsoft Organization for Microsoft Dynamics licensed software and related services. Ordering iscontingent on having met all SPA authorization requirements.Licensed Software and Services available under the SPA: Microsoft Dynamics AX Microsoft Dynamics GP Microsoft Dynamics AX for Retail Microsoft Dynamics NAV Microsoft Dynamics CRM Microsoft Dynamics SLPlease note: Microsoft is not accepting new partners for: Microsoft–Apertum or Microsoft Dynamics XAL or Small Business Financials North American edition.SPA EntitlementsSPA entitles partners to the following: Access to PartnerSource/PartnerSource Business Center. Demo/Development & Testing License (aligned to the SPA expiry date) & software Internal Use ERP License of partner’s choice. Access to the ordering tool (Order Central) and current Price List.6

Regional Operation Centers (ROCs)There are Three Regional Operation Centers (ROCs), each of which accepts orders from partners based in their respective area:AOC - Americas Operational Center AOC is in Fargo, North Dakota, USA. AOC manages all SPA Agreements for Partners located in NORTH, CENTRAL AND SOUTH AMERICAS.EOC - EMEA Operational Center EOC is in Dublin, Republic of Ireland, Europe. EOC coordinates all Agreements for Partners who want to place orders for customers located in EUROPE, MIDDLE EAST AND AFRICA Partners and Customers placing orders for UK, France, Germany will also place their orders and submit agreements to EOC for coordination on behalf of the local subsidiaryAPOC - ASIA PACIFIC OPERATIONAL CENTER (APOC is divided into Three Geographical Regions)APOC except China & Japan (MRS) MRS manages all SPA Agreements for Partners who want to place orders for customers located in the territory Asia Pacific (APAC) except for Japan and China. Partners and Customers placing orders for Australia will also place their orders and submit agreements to EOC for coordination on behalf of the local subsidiary.CHINA (MCCL) MCCL manages all SPA Agreements for Partners who want to place orders for customers located in China.JAPAN (MSKK) MSKK manages all SPA Agreements for Partners who want to place orders for customers located in Japan.India (MCIPL) MCIPL manages all SPA Agreements for Partners who want to place orders for customers located in India.Partners need only to sign one SPA with their local entity. If the Partner has other organizations that wish to order under thesame partner entity, and have sales contribute to the overall organization performance to attain combined benefits such asPartner Discounts, these entities should sign the Recorded Affiliate Agreement and specify the parent SPA entity in the ProfileForm.SPA GuidelinesFor a successful SPA enrollment, a Microsoft Dynamics Partner is required to be an active member of the Microsoft PartnerNetwork (MPN) which is designed for all Partners who develop and market solutions based on Microsoft platforms, provideconsulting or technical services on Microsoft systems, or recommend Microsoft technology purchases. Completed SPAdocuments should be sent to the below address. It is recommended that these documents are sent by registered post orcourier. Please note the courier tracking number of your documents:AOC - Americas Operational CenterEOC - EMEA Operational CenterMicrosoft Dynamics Attn: SPA Processing One Lone Tree RoadMicrosoft Ireland Operations LtdFargo, ND 58104 USAAttn: Microsoft Dynamics Contracts Team Microsoft Building 3Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland.7

APOC - ASIA PACIFIC OPERATIONAL CENTER (APOC is divided into Three Geographical Regions)APOC except China & Japan (MRS)CHINA (MCCL)JAPAN (MSKK)Microsoft Regional Sales (MRS) Corporation16F Microsoft Dynamics Microsoft (China)Microsoft Japan Co., LtdAttn: MS Dynamics Contracts TeamCompany LtdAttn: Microsoft Dynamics Operation Team438B Alexandra RoadAttn: Partner Development, Microsoft Dynamics(Gyomu Kanri bu)#04-09/12 Block B Alexandra TechnoparkTeam 1st Floor, Microsoft Tower LSH Plaza, 8Shinagawa Grand Central Tower 2-16-3 KonanSingapore 119968Wangjing Street Chaoyang DistrictMinato-ku,Beijing 100102, PR ChinaTokyo 108-0075 JapanMicrosoft Corporation India Pvt Ltd (MCIPL)Incorporates the nine cities of Ahmedabad, Bangalore, Chennai, Hyderabad, Kochi, Kolkata, Mumbai, New Delhi, and Pune.For contact details to all of the above please click here.The following key SPA information can be found on the SPA Guidelines page on PartnerSource MPN The Solution Provider Agreement and accompanying documents SPA Program Notifications (including any changes to the SPA Program and any Certification requirements) Minimum Certification Requirements Pricing SchedulesMinimum Certification RequirementsTo order licensed software as an authorized Microsoft Dynamics Partner under the SPA, Partners must have passed productspecific exam and assessment requirements. Please refer to the dedicated SPA Minimum Certification Requirements page onPartnerSource for complete details. Please check regularly for updates.Minimum Revenue Requirement (MRT)Per Section 9 of the SPA, and to remain an active SPA Partner, Company must generate a certain revenue (the “Threshold”),measured over the course of two specific time periods (the “Checkpoints”).New SPA Partner On-Boarding e-LearningAfter execution, two contacts within your organization are suggested to complete Microsoft Dynamics Partner OperationsTraining. This e-learning will enable the partner to effectively conduct business with the Regional Operations Centre. Click toview the Onboarding Partner Operations Training for SPA enrollment.The SPA re-enrolment process begins in June for partners who have a SPA or Recorded Affiliate Agreement expiring in July ofthat year. Partners who are eligible to renew (see MRT) will receive an invitation to renew during the first week of June and allinstructions are included within that email.The invitation email is sent to the Billing Contact; therefore, partners should ensure the Billing Contact is set appropriately byvisiting PartnerSource Business Center (PSBC) and managing user accounts from the Organization / Professionals area.Changing Partner, Name, DetailsChanges in Partner details must be communicated to the Regional Operations Center (ROC) immediately. This includessignificant changes in ownership (over 51%), changes in company name (both legal name and trading name), locationchanges and changes in the operational activities of the organization.8

DESCRIPTIONChange of company name (both legal & trading name)Change of ownership (i.e. Merger or acquisition) resulting in achange of company nameACTION REQUIRED Send an email to your ROC Send an email to your ROCProvide an official letter on company letterhead stating the reasonfor change (for authentication purpose)Attach a copy of Certification of company registration(or equivalent) for verification purposeROC will liaise with your Partner Sales Executive & LegalDepartment to draw up a novation agreement, as applicable, andadvise necessary documents**This includes CRM Partners. The MPN team may also need to beengaged, depending on the agreements involved.Change in address & operational activities of the organization Send an email to your ROCContact Information / ROC Submit a new operational support inquiryPlease note: If the partner does not notify the ROC of their name/address change at the time of the change taking place, andthe invoices are issued by the ROC with the incorrect name/address, the partner is then obliged to pay all invoices issuedwith the old name/address, even though their name at the time of making the payment has changed.Demonstration, Development and Testing Licenses (Demo/Dev)Program OverviewMicrosoft Dynamics ERP Demo/Dev user licenses are provided to Microsoft Dynamics SPA, SMB and Sales Affiliate partners.Microsoft does not charge for Demo/Dev user licenses; these licenses are provided free of charge under the Not for ResaleLicensing Program (NFR). Demo/Dev licenses are provided for customer demonstration, development and testing purposesonly and cannot be used for internal use purposes, in any form of live, production environment or be transferred tocustomers.The Software licensing benefits provided by the Microsoft Dynamics SPA and Sales Affiliate programs are specifically forpartners to learn about Microsoft software and services, develop and support solutions on Microsoft platforms, and promoteand sell our latest Microsoft software and services.Microsoft Dynamics ERP Product Demo/Dev License AvailabilityThe following Microsoft Dynamics ERP product Demo/Dev Licenses are available: Microsoft Dynamics C5 Microsoft Dynamics SL Microsoft Dynamics GP Microsoft Dynamics NAV Microsoft Dynamics AX9

Microsoft Dynamics ERP Demo/Dev EntitlementSPA PartnersPartners with a current SPA Agreement are entitled to download a total of 5 NFR Demo/Dev server licenses that each coverup to 20 Demo/Dev full user licenses for each ERP software product the SPA partner is licensed to sell as indicated on theSPA profile form. The only exception to this entitlement rule applies to Microsoft Dynamics AX 2009 and AX 2012 where theentitlement is for each license is 25 Demo/Dev full user licenses. Partners should delete Demo/Dev license configurations inthe LKC tool that are no longer required to ensure that you do not have more than 5 server/user license configurations at anyone time.Demo/Dev license configurations should only be used to support current and proposed end customer sales. Additionallimited license entitlements may be granted on a product by product basis.SMB and Sales Affiliates PartnersSales Affiliate partners are entitled to download a total of 5 NFR Demo/Dev server licenses. Each server license can be usedwith 5 Demo/Dev full user licenses. Server licenses can only be downloaded for products that their Master VAR is entitled tosell under their SPA. Additional limited license entitlements may be granted on a product by product basis. Partners shoulddelete Demo/Dev license configurations in the LKC tool that are no longer required to ensure that you do not have morethan 5 server/user license configurations at any one time.Demo/Dev license configurations should only be used to support current and proposed end customer sales. Additionallimited license entitlements may be granted on a product by product basis.Important Sales Affiliate/SMB Entitlement NoticeSales Affiliates use the same Demo/Dev license configuration template as SPA partners. The template indicates that the usermay download up to 20 Demo/Dev user licenses (25 for Dynamics AX); this entitlement is only applicable for SPA partners.Sales Affiliate partners may not download any more than their 5-user license entitlement unless Microsoft has formallyapproved an exception.Sales Affiliate/SMB Exception Management ProcessThere is now an exception management process for Sales Affiliates who were former SPA partners, and who lost their SPApartner status after 1st October 2011.Qualifying partners may submit a Service Request (SR) to their Regional Operations Centre that would increase the numberof user licenses per Demo/Dev license entitlement to a maximum of 20 users for Dynamics NAV, AX, GP, SL and C5. TheDynamics AX 2009/2012 entitlement 25 users. Sales Affiliates who make a SR request will be required to provide a businesscase for the increase in entitlement and each request will be considered on its merits.Please note that there is no exception process for Sales Affiliates who were not formally SPA partners, or who lost their SPApartner status before 1st October 2011.Microsoft Dynamics NAV 2009 - 2015 180 Day Expiration Demo/Dev User LicensesNew Demo/Dev templates have been added for Microsoft Dynamics NAV 2009 and2015. These templates will be used toconfigure user licenses that will automatically expire 180 days after activation. (See Appendix A for template detail). The 180Day expiration license templates can be used to configure a maximum of 10 full license users and would ideally be used whenworking with a Non-SPA Partner or Company that you do not have a long term working relationship with and/or when aDemo/Dev license is only required for a set period to demonstrate the product features.10

Microsoft Dynamics ERP Demo/Dev User License ExpiryWith the exception of 180 Day Expiration user licenses, Demo/Dev user license expiry dates will coincide with the expirydate of

16F Microsoft Dynamics Microsoft (China) Company Ltd Attn: Partner Development, Microsoft Dynamics Team 1st Floor, Microsoft Tower LSH Plaza, 8 Wangjing Street Chaoyang District Beijing 100102, PR China JAPAN (MSKK) Microsoft Japan Co., Ltd Attn: Microsoft Dynamics Operation Team (Gyomu Kanri bu) Shinagawa Grand Central Tower 2-16-3 Konan .

Related Documents:

5 VLER Health Exchange Community Care Partner Milestones Milestone Partner Milestones Standard or Fast Track PARTNER: eHealth Exchange (via The Sequoia Project) On-boarding Process Completed 1 S, F PARTNER and VA: VA VHIE eHealth Exchange Business Questionnaire Completed and Reviewed 2 S, F PARTNER and VA: VA Partner Testing begins between Partner and VHIE Health Partner

We are an SAP gold software partner with SAP Recognized Expertise in SAP S/4HANA in Italy. Do not refer to SAP Recognized Expertise as if it's a partner category or program. Do not use "SAP cloud partner" or "cloud partner of SAP" as if it's a partner category. Use the official partner category or simply "SAP partner." Incorrect:

Lab Partner Portal www.kasperskypartners.eu . 3 Partner Program Benefits The Kaspersky Lab Partner Program offers a wide range of benefits that can help you to start selling and to grow your business with Kaspersky Lab B2B Products. The Partner Program offers the following benefits depending on Partner status determined in the Partner Program:

Operational Excellence and Global Delivery Tarek Moustafa, Group CIO Hubert Tardieu, Global C&SI Francis Delacourt, Global MO London, December 2007. 1 »Industriali zation »Global Sourcing »MS Global factory »Talents »Global markets »Global and focused sales Operate as a global company »Support functions »Purcha-

HP Channel Award – Print Lenovo Tier 1 Platinum Partner HP Platinum Partner – Supplies HP Platinum Partner – Print HP MPS Premier Partner – Expert Dell-EMC Platinum Partner Acquires HPI Platinum Partnership Gains partnership to HP A3 Portfolio Becomes Semantic Partner Becomes Lenovo Authorized Service center for servers 2015 2016 2017 .

Winston-Salem and Reno Warehouse 150,000 square ft. . CORNING Gold Status Distribution Partner FORTINET Advanced Partner . Partner of the Year 2018; Americas East Partner of the Year 2018 RAD Leading Solutions Partner since 2006 TELCO SYSTEMS #1 Volume Distributor in North America since 2012 VERTIV Elite Status Distribution Partner

2010 Dynamics GP Partner of the Year-Worldwide 2010 Microsoft Dynamics ERP Platform Partner of the Year-Latin America and the Caribbean 2010 IAMCP Partner of the Year 2011 Dynamics Public Sector Partner of the Year - Worldwide 2011 Dynamics Public Sector Partner of the Year - Latin America and the Caribbean 2011 Dynamics CRM Partner of the

100 mW Accuracy of temperature measurement (for 1 % types) 0.5 between 0 and 40 1.0 between -40 and 80 C Dissipation factor (in still air) K / W 3m Response time (in oil) 2.5 s Climatic category (LCT / UCT / days) 40 / 105 / 28 Minimum dielectric withstanding voltage between leads and coated body 500 VRMS