Product Keys - Express Data

Global Ops Readiness

Agenda1. Objectives2. Introduction and Overview3. Ordering4. Retrieving the product Key (VL)5. Redemption of the product (O365.com)6. Putting it in practice7. Your role8. Escalation Paths2

Objectives By the end of this training you will:• Be able to understand the new offerings of O365 for Open, Open Value and OpenValue Subscription• Understand the rules for ordering O365• Be able to order O365, retrieve the product keys from VLSC and redeem theproduct on the portal• Understand how calculation of subscription terms works• Know how to help your Resellers sell O3653• The duration of this session will be one hour

Introduction• Partners can now sell Office 365 to Open, OV and OVS customers, along with Office onpremisesoftware.• Office 365 Open enables partners to serve all licensing needs via one agreement.Customers no longer need to have a Volume Licensing agreement with a Reseller for Onpremisesoftware, and separately buy Cloud Services from an advisor via MOSP.• Meeting all of licensing needs of SMB customers will increase the value of partners andfoster stronger annuity relationships.• Office 365 Open provides a migration path as customers are ready to transition from onpremisesoftware to the flexible cloud experience at their own pace.4

Executive Summary: Office 365 Open Overview• Available in Open, OpenValue, and Open ValueSubscriptions (OVS)• Sold as 1 year subscription of1, 5, 25 and 50 user bundleSKU• Up-front Payment only• No minimum threshold• Welcome email sent with linkto Volume Licensing ServiceCenter (VLSC)• Sign VL Contract that containsCloud Terms• 5x5 Product Keys stored inVLSC• Redeem keys onOffice365.com/setup365• Subscription end date set atredemption• Register Reseller as “Partner ofRecord” on O365 Portal, toensure they receive remindersand to secure future AdvisorFees for transactions6

O365 Ordering Rules in a nutshellThere’s a 300 Seat order capO365 is not available in everycountry- only order for availablecountries (SKUs might be visibleon some pricelists but notorderable for all countries)Keep O365 orders separate toyour online purchases i.e. orderon separate PO7

Ordering O365 How to order Geographic Restrictions Target market Order Cap Minimum threshold Payment Rules9

How to Order Partners can order this newproduct family through VL, bypurchasing the O365 SKU availableon the Open/OV/OVS Price List Available for Commercialcustomers only at launch10

How to order (continued) This is an offering for midsize businesses (11 to 250 seats) Available in bundles: 1, 5, 25 and 50 users Payment is up-front, with a 12 month subscription No minimum threshold required for O365; however, minimum of 5desktop still applies to start an OV/OVS Organization-wide contract No Volume discounts are available (OOVO -Discount available for organization-wide OV/OVS customerwho has on-premise Office and/or CAL ) Order only O365 SKUs on Open License orders: do not mix LicenseSKUs and O365 SKUs on the same order11

Geographic RestrictionsOffice 365 SKU will be visible on multicountrypricelists, however this offer is notavailable in all countriesResellers and Partners must ensure theydon’t accept orders from customers incountries where the services isn’t availableEMEA will see a 2 phase implementation:• Phase 1- March 1st 2013: 69 countries will have O365Open available• Phase 2 –May 1st 2013: 18 additional EMEA countries12

Current International Availability* -1st phaseCountryCountryCountryCountryAlgeriaArgentinaAustralia S, EAustriaAzerbaijanBahrainBelarusBelgiumBrazilCanadaChileColombiaCosta RicaCyprusDenmarkDominican RepublicEcuadorEgyptEl SalvadorFinlandFranceGermanyGuatemalaHong Kong SARIcelandIndiaIndonesiaIrelandIsraelItalyJapanJordanKazakhstanKoreaKuwaitLiechtensteinLuxembourgMalaysiaMaltaMexicoMoroccoNetherlandsNew ZealandNorwayOmanPakistanPanamaParaguayPeruPolandPortugalPuerto RicoQatarRussiaSaudi ArabiaSingaporeSouth AfricaSpainSri LankaSwedenSwitzerlandTaiwanTrinidad and TobagoTunisiaUnited ArabEmiratesUnited KingdomUnited StatesUruguayVenezuela69 countries13D E S

Current International Availability* -2nd phaseCountryBulgariaCroatiaCzech RepublicEstoniaGreeceHungaryKenyaLatviaLithuaniaMacedonia, FYROMontenegroNigeriaRomaniaSerbiaSlovakiaSloveniaTurkeyUkraine18 countries14D E S

Target Market This offering is targeted forMidsize Businesses For larger organizations,O365 Open is not thecorrect offer for theseorganizations. More flexibleO365 plans are availablethrough the EnterpriseProgram.Users: 11–25015

Order Cap There is a technical cap at 300 seats on the Office 365 portal. Caution is needed because an order above 300 users will gothrough, however –on the O365 portal- it won’t be possible toactivate additional users above 300.16

Minimums Target Market is 11-250 users However, to allow for adding seats in any quantity, the minimumthreshold has been removed, so an order of 1 seat will be accepted. Removal of the minimum order quantity for O365 does not removethe 5 license minimum to qualify for a non-Organization-wide OVagreement or the need to commit to the Organization-wide desktopcount for on-premise software. Purchase quantity of O365 SKUscannot be combined with purchase quantity of Office on-premiselicenses to meet the organization-wide commitment for OVOrganization-wide and OVS agreements.17

Payment 12 month subscription Up front payment only:• i.e. You’re billed at the monthly price x12,upfront Product Type: MicrosoftSubscription Unit (MSU)• All MSU SKUs are shown on the Pricelist withmonthly price18

O365 SKUs in the PricelistBelow are the SKUs for both Open License and OV. The ones in yellow highlights areOpen License SKUs.There are no Level C SKUs so Level C customers will need to purchase the NL SKUs.When ordering multiple seats, look for the most adequate SKU. i.e. if you want 50 seats,order 1x50 seat SKU19J6U-00010J6U-00011J6U-00012J9U-00010J9U-00011J9U-00012K2U-00010K2U-00011K2U-00012K3U-00010K3U-00011K3U-00012Office 365 M 1-seat All Lng Monthly Subscription OLV NL 1M Addtl ProdOffice 365 M 1-seat Sngl Monthly Subscription OLV NL 1M Addtl ProdOffice 365 M 1-seat Sngl Monthly Subscription OLP NL 1MOffice 365 M 5-seat All Lng Monthly Subscription OLV NL 1M Addtl ProdOffice 365 M 5-seat Sngl Monthly Subscription OLV NL 1M Addtl ProdOffice 365 M 5-seat Sngl Monthly Subscription OLP NL 1MOffice 365 M 25-seat All Lng Monthly Subscription OLV NL 1M Addtl ProdOffice 365 M 25-seat Sngl Monthly Subscription OLV NL 1M Addtl ProdOffice 365 M 25-seat Sngl Monthly Subscription OLP NL 1MOffice 365 M 50-seat All Lng Monthly Subscription OLV NL 1M Addtl ProdOffice 365 M 50-seat Sngl Monthly Subscription OLV NL 1M Addtl ProdOffice 365 M 50-seat Sngl Monthly Subscription OLP NL 1M

Returns Rules & GuidelinesO365 follows regional returns policyNo credits will be accepted for redeemed SKUs – no exceptionsIf returns are required on an Open License Order, the entire order must be creditedtherefore you should only order O365 SKUs on a PO (do not include alongside onpremise)-impacts for O365:A) If multiple bundled SKUs are ordered on the same order, no returns if any of the Keyshave been redeemed (example: customer purchases 2 O365 SKUs – 1 seat and 25 seat.Customer redeems 1 seat Key and then wants to return unredeemed 25 seat key. This isnot allowed. )B) If you order a 50 bundle and only assign 1 seat to an individual on office365.com thatthe whole bundle is viewed as having been redeemed and can no longer beenreturned.20

Recap: Open LicenseCloser look on the Agreement Terms for OpenPurchase ofO365 MidsizedBusiness viaOpen LicenseCustomers(Partner) cometo VLSC and signOpen LicenseAgreementGain Fullaccess to VLSCDownloadProduct,obtain Keys,etc.Order placed viaReseller andDistributorwww.office.com/setup365In Open License, contract is signed AFTER order is processed but before accessing product/service.Open License Agreement number is called “Authorization Number” and it has 2 year term.Unique “License Number” is assigned for each Purchase Order.22

Recap: Open ValueCloser look on the Agreement Terms for Open ValuePurchase of O365Midsized BusinessviaOpen ValueOV/OVS Contract getcreated and signedelectronicallyOrder placed viaReseller andDistributorPurchaseOrderGain Fullaccess to VLSCwww.office.com/setup365DownloadProduct,obtain Keys,etc.In Open Value and Open Value Subscription, contract is signed BEFORE order is processed.Open Value Agreement has 3 year term.Office 365 Midsized Business SKU is part of “Additional Product” category and can be ordered ad hoc any time.Office 365 purchases do not count toward Org-wide commitmentThere must be an active Agreement to order.23

Subscription Terms Office 365 is sold as a 12 month Subscription purchase Volume License Agreement term and O365 subscriptionterm are not coterminous, so it can extend beyond the VLagreement Order can be placed regardless of remaining term ofagreement.Year 1 Year 2O365O365 1 year subscription startswhen Keys are redeemed.O365 Renewal24Renewal can be done via VolumeLicensing or from O365 Portal.O365 Subscription expiration date need to be thesame for all seats. When adding seats mid-term,any extra months of usage will be spread over allexisting seats within the same subscription.Add Seats

Recap: Open ValueCloser look on the Agreement Terms for Open ValuePurchase of O365Midsized BusinessviaOpen ValueOV/OVS Contract getcreated and signedelectronicallyOrder placed viaReseller andDistributorPurchaseOrderGain Fullaccess to VLSCwww.office.com/setup365DownloadProduct,obtain Keys,etc.In Open Value and Open Value Subscription, contract is signed BEFORE order is processed.Open Value Agreement has 3 year term.Office 365 Midsized Business SKU is part of “Additional Product” category and can be ordered ad hoc any time.Office 365 purchases do not count toward Org-wide commitment or 5 desktop count for non org wide commitmentThere must be an active Agreement to order.25

Retrieving the Product Key Emails Product Keys Signing Contracts Accessing VLSC Using VLSC27

Email notification Within a few hours of accepting the order, Microsoftwill send an email to the End Customer & Reseller To receive the notification email, remember toprovide your email address on the PO This email contains step-by-step instructions:• A link to VLSC• The location within VLSC where the keys are located• The link to the Office 365 redemption website28

Email notification samplesOpen LicenseWelcome LetterOpen Value/OVSOrder ConfirmationEmail goes to End Customer andReseller (if Reseller Email address iscaptured on the PO)Both End Customer and Reselleralways receive the email.29

Product Keys Product Key is 25 digit alpha numeric numberExample: GG9BT-989TR-637JY-6T6T2-QD7BN Key Type is Online Service Activation (OSA) Key 5x5 Product Key appears in VLSC at the same location as ProductKeys for On-Premise Software Each bundles of 1, 5, 25 and 50 user SKU purchased will generatea separate key Keys are good for 5 years Keys are redeemed on office.com/setup36530

How can you get access to VLSC?ProgramHow to gain access?Open 1) Request your Disti to add reseller e-mail in the order to Microsoft. You will getaccess link to VLSC link in Welcome E-mail2) Register yourself in VLSC first and then request for access to agreement detail via"Request Permission" under "Administration" tab.3) Request your customer administrator to add you using VLSC "Administration" tabOV 1) Get your customer consensus and request your Disti to add you under "NoticesContact and Online Administrator" in the agreement2) Register yourself in VLSC first and then request for access to agreement detail via"Request Permission" under "Administration" tab.3) Request your customer administrator to add you using VLSC "Administration" tabSign in details on:https://www.microsoft.com/Licensing/servicecenter/default.aspx32

Where to find the Product Keys in VLSC The keys are stored in VLSC in the same place as allproduct keys are stored for on premise software. There are two paths to obtain the product keys onVLSC You’re encouraged to support your end customer byretrieving the product keys on their behalf34

Where in VLSC are the keys stored? Path #1 Keys organized per customer 1 Redemption Status will not be available at launch.Customers/resellers are urged to redeem all keys promptly after eachpurchase, but also strongly recommended to export the data intoexcel file from this page and manage key status using the excel file .▼Product Keys351Organized per License Number. In Open License, each order generates unique License Number. In Open Value Programs, each Agreement has one LicenseNumber. Multiple O365 orders in Open Value will result all keys to be displayed on the same screen.

Where in VLSC are the keys stored? Path #1• If on premise software and Office 365 are ordered together, all product keys willshow up on the same page. In this case, user can filter to see “OSA” Product key,which stands for Online Service Activation Keys.Licenses▼RelationshipSummary▼License ID▼Product Keys• By clicking “Download of Product Keys” link, user can export all informationfrom the screen, including keys, into an Excel sheet. This may help theredemption of these Keys at Office 365/setup page.FAQ for Product KeysFilter by‘OSA’ keytype to viewO365 Keys• We strongly recommend that customers/resellers export their keys to Excel andClick here toexport keysto Excelmanage redemption status using these files until the status will be available onthis page.Office 365 M 1-seat• Link Office 365 to M 25-seat the redemption page, Office365.com/setup is available on FAQ, Link but to it’sOffice 365 M 5-seatOffice 365 M 5-seatalso Office 365 available M 50-seat on the Email Microsoft sends to customer and partnerOffice 365 M 50-seatredemptionsite insideFAQ36

Where in VLSC are the keys stored? Path #1Licenses▼RelationshipSummary▼License ID▼Product KeysOffice 365 M 1-seatOffice 365 M 25-seatOffice 365 M 5-seatOffice 365 M 5-seatOffice 365 M 50-seatOffice 365 M 50-seatFAQ for Product KeysFilter by‘OSA’ keytype to viewO365 KeysClick here toexport keysto ExcelLink toredemptionsite insideFAQ37

Where to find the Product Keys in VLSC Another place to find the keys are at “Download and Keys” tab. Keys are organized per Product Family. Since each bundle SKU of 1, 5, 25and 50 seat SKU are separate product family, keys are stored separately perProduct Family. If you manage licenses on behalf of multiple customers, all individualcustomer, license, and keys show up collectively from here. Right above the list of Product (Family), there is a link that says “Export allkeys: CSV”. This will export all key information to excel sheet.38

Where in VLSC are the keys stored? Path #2 Keys are organized per Product Family Each bundle SKU is a different Product FamilyDownloadand Keys▼Product▼KeyOffice 365 M 1-seatOffice 365 M 25-seatOffice 365 M 5-seatOffice 365 M 50-seat39

Where in VLSC are the keys stored? Path #2Downloadand Keys▼Product▼KeyOffice 365 M 50-seat40

Where in VLSC are the keys stored? Path #2Office 365 M 5-seatOffice 365 M 50-seatDownloadand Keys▼Product▼Keyredeeming a Online Service Activation (OSA) Keys41For Partners managing key retrieval onbehalf of many end customers, all ofcustomer’s License ID and OrganizationName shows up here.Key redemption status is not available forO365 during initial launch.Customers/Partners are urged to redeemall keys promptly after each purchase.

How can you get access to O365 Portal? After you get the Porudct Keys, VLSC directs you tothe O365.com portal Alternatively, you can find the sign in instructionsdirectly on the portal homepage (click to open)43

RedeemM New customer – Add 30 usersBegin redemption atwww.office.com/setup365The choice of ‘Sign In’ or‘Sign Up’ is a ONE TIME,IRREVERSIBLE action. Thesubscription will beconsumed by either theexisting tenant or a newtenant (Sign In or Sign Uprespectively) and thiscannot be undone.Experience not final. Screens subject to change

RedeemM New customer – Add 30 users25 user licensesOffice 365 Midsize BusinessBegin redemption atwww.office.com/setup365Enter Product KeyM Product Key from VLSC portalExperience not final. Screens subject to change

RedeemM New customer – Add 30 usersOffice 365 Midsize BusinessBegin redemption atwww.office.com/setup365Enter Product KeyM Product Key from VLSC portalExperience not final. Screens subject to change

RedeemM New customer – Add 30 usersBegin redemption atwww.office.com/setup365Enter Product KeyM Product Key from VLSC portalExperience not final. Screens subject to change

RedeemOffice 365 Midsize BusinessM New customer – Add 30 usersBegin redemption atwww.office.com/setup365Enter Product KeyM Product Key from VLSC portalCreate Office 365 accountExperience not final. Screens subject to change

AdminM New customer – Add 30 usersBegin redemption atwww.office.com/setup365Enter Product KeyM Product Key from VLSC portalCreate Office 365 accountAdmin setupExperience not final. Screens subject to change

AdminM New customer – Add 30 usersBegin redemption atwww.office.com/setup365Enter Product KeyM Product Key from VLSC portalCreate Office 365 accountAdmin setupExperience not final. Screens subject to change

AdminM New customer – Add 30usersBegin redemption atwww.office.com/setup365Enter Product KeyM Product Key from VLSC portalCreate Office 365accountAdmin setupExperience not final. Screens subject to change

Adding Partner of RecordPartner of Record (POR) is a critical element of the renewal lifecycle. Beinglabeled as POR enables you to be CC’d on all Office 365 renewalcorrespondence to end-customer, see customer subscriptions in the PartnerDashboard, and get Advisor fee credit if customers add “Direct” credit cardsubscriptions.To Renew a subscription the person must be an administrator and loggedinto Office 365.Once logged in, click on the “manage and purchase licenses” link under thelicense tile.If the customer decides to buy O365 from another reseller, the POR inO365 needs to be updated.54

Add Partner of Recordhttp://www.office.com/365Add Partner of RecordWelcome to Office 365 Midsize Business!Manage & purchaselicensesExperience not final. Screens subject to change

Add Partner of Recordhttp://www.office.com/365Add Partner of RecordOffice 365 Midsize Business $15.00Manage & purchaselicenses

Add Partner of Recordhttp://www.office.com/365Add Partner of RecordManage & purchase licensesMicrosoft Office 365 Midsize BusinessOffice 365 Small Business Premium$15.00 $225.00Microsoft Office 365 Midsize Business$225.00Add Partner of Record$15.00 $225.00$225.00

Add Partner of Recordhttp://www.office.com/365Add Partner of RecordManage & purchase licensesMicrosoft Office 365 Midsize BusinessOffice 365 Small Business Premium$15.00 $225.00Add Partner of Record$225.00Montero Manage Services3647831

Add Partner of Recordhttp://www.office.com/365Add Partner of RecordManage & purchase licensesMicrosoft Office 365 Midsize BusinessOffice 365 Small Business Premium$15.00 $225.00Microsoft Office 365 Midsize Business$225.00Add Partner of Record$15.00 $225.00$225.00Montero Managed Services

LicensingOpen – Add 1 userManage & purchaselicenses

Subscription detailsOpen – Add 1 userManage & purchaselicenses

Add seatsOpen – Add 1 userManage & purchaselicensesEnter Product Key

Add seatsOpen – Add 1 userManage & purchaselicensesEnter Product Key

Add seatsOpen – Add 1 userManage & purchaselicensesEnter Product Key

Add seats – updated user license quantityOpen – Add 1 userManage & purchaselicensesExpires December 26, 2013Enter Product Key

Add seats – 300 licenses maximum The maximum number of user licenses you can addis 30067

Add seats – 300 licenses errorOpen – Add 1 userManage & purchaselicensesExpires December 26, 2013Enter Product Key

Add seats – Duplicate Keys Duplicate keys are not allowed69

Add seats – Duplicate keys errorOpen – Add 1 userManage & purchaselicensesExpires December 26, 2013Enter Product Key

Add seats – Reuse Keys can only be used once71

Add seats – Error on reuseOpen – Add 1 userManage & purchaselicensesExpires December 26, 2013Enter Product Key

Customer buys newProduct Key from Open/ OV/OVS and redeemsonlinePOR place order in O365Portal and customerpays directly usingCredit CardCustomer purchasesseats directly on O365Portal using Credit Card

Renewals –Grace period Renewals of O365 subscription should be done before theexpiration date. If you miss renewing on time, the grace period is:• 30 day grace for renewal (full functionality)• after 90 service will be deactivated• After 120 days all data will be lost75

Renew seatshttp://www.office.com/365Open - Renew all usersManage & purchaselicensesRenew

Renew seatshttp://www.office.com/365Open - Renew all usersManage & purchase licensesEnter Product Key

Renew seatshttp://www.office.com/365Open - Renew all usersManage & purchase licensesSeptember 26, 2013September 26, 2013Enter Product Key

Renew seatshttp://www.office.com/365Open - Renew all usersManage & purchase licensesSeptember 26, 2013September 26, 2013Enter Product Key

Renew seatshttp://www.office.com/365Open - Renew all usersManage & purchase licensesSeptember 26, 2013September 26, 2013Enter Product Key

Renew seatshttp://www.office.com/365Open - Renew all usersManage & purchase licensesSeptember 26, 2013RenewEnter Product Key

Let’s practicePartner A wishes to activate 87 O365 seats for an organization.What should he order?Product PO Quantity O365 SeatsSubtotalOFFICE 365 M 1-SEAT2OFFICE 365 M 5-SEAT2OFFICE 365 M 25-SEAT1OFFICE 365 M 50-SEAT 187 seats (users) will be activated together as one O365 Subscription21025508783

Let’s practiceAfter ordering, he now has to redeem the keys to activatethose 87 seats.How many keys are there on VLSC to be redeemed?ProductPOQuantityO365SeatsSubtotalOFFICE 365 M 1-SEAT 2 2FFICE 365 M 5-SEAT 2 10OFFICE 365 M 25-SEAT 1 25OFFICE 365 M 50-SEAT 1 5087Keys from VLSC22116846 keys can be redeemed at office.com/setup365

Scenario ReviewQ. Who is expected to come to VLSC toretrieve keys?Reseller partners are encouraged to support end customer fromretrieval of keys to the activation of Office 365 Midsized Business.Reseller is encouraged to register on MPN to become Online ServiceAdvisor and become Partner of Record.Q. Can partner sign contract on behalfof end customer?Q. How can partner access VLSC onbehalf of their customer?Open License Program: If Reseller email address is captured as partof the PO, Welcome Letter to VLSC will be sent. Otherwise, use “AddOpen” functionality from the VLSC’s Homepage.Open Value Programs: Partners can set up to be onlineadministrator when contract is created in eAgreement Tool. ConsultDistributor for detail.Before partner may accept the Open License Agreement on behalf ofcustomer, partner must be authorized by the customer to act as theiragent in connection with the customer’s agreement with Microsoft.85

Let’s practice – Open ValueNed works at a VAR with a large base of SMB customers. Ned’s customer–Contoso- wishes to buy Office 365 Midsize Business, along with his onpremise services, to migrate into the cloud.Contoso have an Open Value Contract with organization-widecommitment on Office and CAL Suite for their 55 desktops.Contoso is ready for Cloud and plan to migrate in phases for all of their55 users.86

Let’s practice– Open ValueJan 1, Yr. 1Year 1OrderOffice Qty. 55Win OS Qty. 55CAL Qty.. 55Year 1 Year 2 Year 3July 1, Yr. 1Ad-hocPO 1O365 Qty. 30Oct 1,Yr. 1Jan 1, Yr. 2Year 2OrderActivated July 1, Yr. 1July 1 Yr. 1 – June 30, Yr. 230 UsersAd-hoc POO365 Qty. 25Activated Oct 1, Yr. 1Jan 1, Yr. 3Year 3OrderCalculation:• 25 added seats X 92‘extra’ days= 2300days worth of O365subscription• 2300 days / 55 Seats= 41. 9 days. Roundup to the next wholeday 42 days.871Org-Wide committed customers with Office and/or CALSuite will qualify for reduced price.Oct 1 Yr. 1 thru August 10, Yr. 2June 30 plus 41 days

Let’s practice – Open ValueYear 1 Year 2 Year 3Jan 1, Yr. 2Year 2OrderJan 1, Yr. 3Year 3OrderWhy do the additional seatsexpire less than 1 year aftersubscription?July 1, Yr. 1Ad-hocPO 1O365 Qty. 30Oct 1,Yr. 1Activated July 1, Yr. 1July 1 Yr. 1 – June 30, Yr. 230 UsersAd-hoc POO365 Qty. 25Activated Oct 1, Yr. 1Because users can be addedto a Product Key subscriptionmidterm.To avoid having users in thesame organization withdifferent access to O365, thesystem will automaticallydistribute the subscriptionperiod.This way, the service time isdistributed evenly across allusers.88

Reseller Role Because it is possible to add more seats or renewsubscription directly on the O365 portal, we stronglyrecommend Open Reseller partners to becomeAdvisors and be Partner of Record. This will ensurethat Resellers recieve subsequent fees.90

Advisor Program Resellers are encouraged to become Advisors. This means they can advise their customers on non-VL purchases of O365. Once you get advisor status and are POR, you willget advisor fees for direct O36591

Reseller vs. Distributor Roles92

Reseller vs. Distributor Roles Reseller• Sign up to Advisor Program (recommended)• Validate Customer’s Order (Country, Size, etc.)• Place Order to a Distributor• Receive Email from Microsoft• Access VLSC and retrieve Keys• Invoice to End Customer Distributor• Train Resellers about O365 Open• Validate Resellers’ Order• Invoice to Reseller93

Reseller vs. Distributor Roles Reseller• Help End Customer activate O365 Subscription• Ensure POR is set up correctly• Receive Renewal reminder• Renew: Several options exist. Know thedifference and implications. Distributor• Ensure keys are redeemed and O365 isactivated promptly after PO.• Know the escalation path and guide resellers• Ensure resellers are trained on renewalactivities.94

Next stepsTo do: Geographic Availability: even if shown on regional pricelists, O365 will not beavailable in every country – keep awareness of country list When the Disti places the VL order, ensure that your email address is captured onthe order (this will allow you to receive email notifications) Manage the key redemption and provisioning processes for your customers Register as Partner of Record (POR) for your customers, as this will ensure yourecieve fees for selling O365 through direct To sum up: we’re asking you to manage the process of getting the keys from VLSCand activating the product on O365.comMicrosoft Internal only 95

Escalation Paths – for ResellerQuery Type - VL Order/AgreementIssue e.g.:Agreement Status UpdateOrder/Invoice Status UpdatePricing inquiryMissing SKUReturn RequestDistributorRegionalOperations CentreQuery Type – Office365.comPortal/Provisioning/ActivationsIssues e.g.:Provisioning queries (technical andnon technical)Activation Issues on Office365.comPortal Issues e.g. Partner of record,tenant issuesGPS Customer CareSupporthttps://mspartner.microsoft.com/en/us/Pages/Support/regional-service-centers.aspx96Query Type – Presales/VLSCe.g.:VLSC systems issuesAccess/display issuesRegional VLSC supporthttps://www.microsoft.com/Licensing/servicecenter/Help/Contact.aspx

Escalation Paths – for End CustomerQuery Type - VL Order/AgreementIssue e.g.:Agreement Status UpdateOrder/Invoice Status UpdatePricing inquiryMissing SKUReturn RequestDistributorRegionalOperations CentreQuery Type – Office365.comPortal/Provisioning/ActivationsIssues e.g.:Provisioning queries (technical andnon technical)Activation Issues on Office365.comPortal Issues e.g. Partner of record,tenant issuesOffice 365.com Customer Care Support-create a Service Request directly via the admin page in your portal-Service Request:https://portal.microsoftonline.com/Support/NewSignupServiceRequest.aspx-Contact Numbershttp://virtualchat.support.microsoft.com/client/default.aspx?siteid=32ECF580-B446-44E5-8B4D-25F0AFE07779&uiscope=en_US&scope=billing&query=Billing%20Support%20phone%20number#97Query Type – Presales/VLSCe.g.:VLSC systems issuesAccess/display issuesRegional VLSC supporthttps://www.microsoft.com/Licensing/servicecenter/Help/Contact.aspx

Thank you!99