ACCESS FREQUENTLY ASKED QUESTIONS

Transcription

1 ACCESS FREQUENTLY ASKED QUESTIONS

2 Contents 1. Microsoft Cloud Solution Provider Program Which Microsoft products are offered? What are the main differences compared to the other licensing models? Can I mix different licensing models? Can I migrate from a Telco partner (Proximus/Telenet) to Tech Data? Are there trial subscriptions in CSP? 4 2. Accessing StreamOne How do I access StreamOne? How do I get authorized to buy CSP? 6 3. Ordering CSP license How do I look for products on StreamOne? What address details do I need to fill in? Why do I need to fill in a Microsoft Partner (MPN) ID? Where do I find my Microsoft Partner (MPN) ID? I get the message my Microsoft Partner (MPN) ID is expired, what should I do? What option should I choose in the End Customer Microsoft Account section? How do I migrate Office 365 end customers from Open/Advisor/Trial to CSP? When is the best day to order the CSP licenses when I am migrating from Open? What happens after I placed an order? Where can I see the CSP licenses on the Partner Portal? How can I create a quote in StreamOne? Managing your end-customers via the Reseller Portal Where do I find a list of my end-customers on StreamOne? How can I increase/decrease the number of seats? Where can I find add-on SKUs on StreamOne? How do I suspend or cancel a subscription on StreamOne? How can I manage my end-customers from the Microsoft Partner Center? The end customer/ the global admin sees only Tech Data as a contact/ license source? Order rights Which rights do I need to order on StreamOne? How can I change these user rights? 16 2

3 Contents continued 6. Order issues My order is stuck in ready to install after a couple of hours. What s wrong? I have not received the password for my end customer. Now what? I got the message: StreamOne is not able to start the transfer process? I am still getting reminders from Microsoft although I have already renewed via CSP? I got the error: You already have subscribed to subscription xxx with domain xxx. To modify your subscription please go to Customer Admin I can t link Tech Data to my customer domain, I get an error message. Are you sure Can an end-customer have several CSP resellers? Invoicing How does the invoicing work for Office 365? What does the invoice look like? Which day of the month will I be billed? If I cancel a subscription in the middle of the billing period, will I be refunded? Is there an option to be invoiced annually? How is Azure invoiced? How are price increases managed? How can I prevent my CSP orders going on credit block each time? Azure Where can I see my Azure consumption? How do I know when I m going over my Azure budget? How can I insert a new user directly on Azure (in CSP)? Can I insert an additional subscription (second/ third etc.) under the same tenant? My end customer has an Office 365 subscription (not in CSP) how can I order Azure in CSP for the same end customer? Is there a defined SLA for Azure problems? How can I transfer my running Azure infrastructure (Advisor/ OPEN/ Test) in CSP? What is specific about ordering Azure in CSP? Support Why can t I create a support ticket as a CSP reseller? Which support options are available through Tech Data? Other questions Does Tech Data provide contracts we can use for our end-customers? 27 3

4 1. Microsoft Cloud Solution Provider Program 1.1. Which Microsoft products are offered? Products available include Microsoft Office 365, Microsoft Intune, Enterprise Mobility Suite, Microsoft Azure, and Microsoft Dynamics What are the main differences compared to the other licensing models? Here s an overview. Everything in the green frame is available through Tech Data Can I mix different licensing models? Yes, CSP can be combined with Open License subscriptions and subscriptions bought directly at Microsoft. For now you cannot combine CSP licenses with syndication licenses (bought through Telco) Can I migrate from a Telco partner (Proximus/Telenet) to Tech Data? No, not automatically but only through a manual migration. These Telco s have moved to the CSP program too but until further notice, transfers are not possible Are there trial subscriptions in CSP? No. There are currently no CSP trial subscriptions. You can transfer from a trial subscription activated directly at Microsoft to a CSP license (see FAQ 3.7) 4

5 2. Accessing StreamOne 2.1. How do I access StreamOne? You can access StreamOne via Intouch Scroll to the bottom of the page and click on StreamOne Marketplace under TD Cloud You can log in with using the same credentials as Intouch. 5

6 2.2. How do I get authorized to buy CSP? To start with CSP, you first need to sign the CSP contract. On Intouch you can sign the contract online. Once signed, your account will be approved by our credit department and after approval, you will be authorized to buy CSP licenses on StreamOne. 6

7 3. Ordering CSP license 3.1. How do I look for products on StreamOne? Search for a product via: o Browse by category o Browse by vendor o Click on a banner o Use the search bar 3.2. What address details do I need to fill in? Fill in the end-customer address details Important to know: - Please make sure to use a unique address. This is important because your customers will be split up in the Customer Admin, based in the address linked to it. If you use the same address for all customers, every subscription will be under one same customer. - Once you have ordered for an end-customer, the customer will be saved in your address book. If you want to place a new order for an existing customer, select your customer from the address book. The cloud solutions will then be added to your existing customer. 7

8 3.3. Why do I need to fill in a Microsoft Partner (MPN) ID? The MPN ID is a mandatory field. By filling in your MPN ID, all your Microsoft Cloud subscriptions will be linked to you as a Microsoft Partner. This is important to be able to manage your customers and for your Partnership with Microsoft Where do I find my Microsoft Partner (MPN) ID? Log in to with your Windows Live ID. Your MPN ID will be shown on this page I get the message my Microsoft Partner (MPN) ID is expired, what should I do? Please go to and sign in with your Windows Live ID. Make sure your partnership is active, if not renew following the steps on the portal What option should I choose in the End Customer Microsoft Account section? 1. Existing end customer Microsoft account Use this option when you want to add a new subscription to a customer for which you have already ordered on StreamOne (returning end-customer). When you have selected your existing customer from the address book, the domain name linked to it will already show. For example: add Office Business to an end-customer that has ordered E3 before. Attention! Adding seats does not require a new cart, see FAQ Create a new end customer Microsoft account Use this option if your customer does not yet have an account with Microsoft. Please use a domain name and validate it. The live APIs communicate directly with Microsoft and if domain is available, you will see a green confirmation message Good news - domain is available Please choose another domain name if it is not available. You can change the domain name later when setting up the Office 365 account. 3. Transfer an Advisor Open or Trial account If your customer already ordered through Microsoft directly (Advisor), through Open or has started a trial via Microsoft, please use this option to add CSP licenses to it. See the detailed steps in FAQ

9 3.7. How do I migrate Office 365 end customers from Open/Advisor/Trial to CSP? 1. Tech Data needs to be approved as CSP distributor in order to be able to add licenses. The global administrator of each existing Microsoft tenant needs to approve Tech Data via this link. Please always complete this authorization step before completing the order. If not completed, Tech Data is not able to see the domain name and to add licenses. 2. On StreamOne, choose the 3rd option: transfer an Advisor, Open or Trial account 3. Fill in the default domain name you want to transfer. See below where you can check which the default name is. Every Microsoft account starts with an.onmicrosoft.com domain. Afterwards most of the customers upload their own domain name and set it as default. It is that default domain name StreamOne needs in order to automatically add licenses to it. 4. Place your order. 5. For existing customers, the CSP licenses are added to the Portal of the end-customer (under billing -> licenses) 3.8. When is the best day to order the CSP licenses when I am migrating from Open? Wait until the expiry date of your subscription. There is no need to order before the expiry date, there is always a grace period of 30 days in which the licenses remain active. On the expiry date, the CSP licenses will automatically be assigned to the users that have an expired subscription. Please note this is only the case when you order the same subscription, this is not the case when you migrate to another subscription (for ex. From E1 to E3). If you can, it is wise to order after Tech Data s cutoff date (the 4th at midnight, see FAQ 7.2). 9

10 3.9. What happens after I placed an order? In case of a new customer: A mail is sent to either you or the end-user (depending on what you have indicated during the order process) with the log in credentials for Office 365. In case of an existing customer: The licenses are added to the portal of the end-customer. There are no mails being sent Where can I see the CSP licenses on the Partner Portal? Log in to the Office 365 account of your reseller and click on Billing. Please note you will see the total amount of licenses under Licenses. There is unfortunately no distinction between the different licensing models. Under Subscriptions you will see everything except for CSP licenses. 10

11 3.11. How can I create a quote in StreamOne? 1. Select the product you would like to buy on StreamOne and click on the add to cart button. 2. Click on View Cart. 3. Now you see all the details of your shopping cart. Click on Create Quote. 4. Enter the end user information. Be aware that you can select an existing customer from your address book. 5. Click on Proceed to Quote. 6. Finally, update your quote with desired margins and description of the service if needed. Once you are finished click on Save/Review Quote. 11

12 4. Managing your end-customers via the Reseller Portal 4.1. Where do I find a list of my end-customers on StreamOne? 1. Click on Reseller Portal. 2. Click Customer Admin to get an overview of your end customers. 3. Click on the + sign to get more details per end-customer 4.2. How can I increase/decrease the number of seats? Increasing/decreasing seats does not require a new cart. 1. Click on Reseller Portal. 2. Click on Customer Admin to get an overview of your end customers. 3. Click on the + button. 4. Click on SaaS. 5. Click on Modify. 6. Fill in the number you want and click on Modify. 7. Wait a few seconds until the page has refreshed and done! The changes are visible on the Microsoft Partner Portal within 2 minutes. 12

13 4.3. Where can I find add-on SKUs on StreamOne? Add-ons are for example: Exchange Online Advanced Protection or Extra File Storage. You always need a base-subscription to be able to add-on subscriptions. Add-ons do not require a new shopping cart, you can find the available add-ons for a subscription under customer admin : 1. Click on Reseller portal 2. Click Customer Admin to get an overview of your end customers. 3. Click on the + sign next to your end customer. 4. Click on SaaS. 5. To modify the subscription click Modify. 6. StreamOne is so friendly to suggest you the possible add-ons. Choose the quantity you need and click on Purchase. 13

14 4.4. How do I suspend or cancel a subscription on StreamOne? 1. Click on Reseller Portal. 2. Click on Customer Admin to get an overview of your end customers. 3. Click on the + button. 4. Click on SaaS. 5. Click on Modify. 6. Click on Suspend. 7. Wait a few seconds until you see the subscription is in suspended mode. If you click away too quickly, the link with the Microsoft Partner Portal might be interrupted and the changes might not have taken place How can I manage my end-customers from the Microsoft Partner Center? You are always linked to CSP subscriptions as a Partner of Record by filling in your Microsoft Partner ID. To be able to manage your customer s tenants via the Partner Center, it is important to be also the delegated admin on your customer s accounts. In order to become a delegated admin as a reseller you also need to request a relationship. When the Customer confirms you re granted the delegated admin rights as a Partner you can start managing the Customers O365/EMS/Azure Tenant. 14

15 4.6. The end customer/ the global admin sees only Tech Data as a contact/ license source? The Microsoft Partner Network is being updated every 24 hours. When you order today a number of licenses for a certain end customer, Tech Data will appear automatically as a licenses source (Billing -> Subscription). In 24 hours your company name will appear automatically as a reseller. In addition to that Microsoft will insert the hint, that your company is responsible for the licensing (license source) and if more licenses are needed the end customer should contact you. This information will appear only if you have a valid MPN ID. For all licenses ordered before and delegated admin please refer to FAQ

16 5. Order rights 5.1. Which rights do I need to order on StreamOne? StreamOne user rights are in sync with the InTouch user rights. Please note that only Reseller Admins in the Reseller companies can amend the rights of their users). Order Submit rights: You can place a new order in StreamOne but you will not be able to make Order Modification for new or existing orders. Order Modification rights: You can t place a new order in StreamOne but they will be able to make Order Modification for new or existing orders. Both rights Order Submit + Order Modification: You can place, as well as modify, all new and existing orders in StreamOne. Account Information Online (AIO): If you have this flag true on InTouch, you can see the Azure Analytic Tab (for example) in StreamOne. Additionally, you can print Order Invoices in Order History tab using print version hyperlink. If a user does not have set AIO Flag true in InTouch, he won t be able to see credit related information on StreamOne How can I change these user rights? See the screenshot below. Only your InTouch administrator of your company can change the user rights. Need help? Contact intouch@techdata.be 16

17 6. Order issues 6.1. My order is stuck in ready to install after a couple of hours. What s wrong? First of all, please check if you are not on credit block. If you are, our credit team will already be aware. They will look in to the value of the order and release ASAP if possible. If you are not on credit block and you have ordered for an existing customer, please check the following: 1. Have you approved Tech Data as CSP distributor? 2. Have you used the default domain name? See FAQ 2.7. If not, your order will not be processed automatically. Please contact csp@techdata.co.uk to correct the details of your order I have not received the password for my end customer. Now what? Have you checked your SPAM folder for a mail from msonlineservicesteam@ .microsoftonline.com? If you have not received the credentials , we can reset the password for you and send a new one. Please request a new password via csp@techdata.co.uk specifying the domain name and address to send the new password to. 6.3 I got the message: StreamOne is not able to start the transfer process? Please check if you: o Linked the domain to Tech Data? (See FAQ 2.7, approve Tech Data via this link). o Used the default domain name? (See FAQ 2.7) If yes, it might take some minutes before Tech Data is able to see the transferred domain name. Please submit your order anyhow. StreamOne will check every hour after placing your order if the domain name is visible to us. If not, after verifying 3 times, you will be contacted by the TD Cloud Team for help. 17

18 6.4. I am still getting reminders from Microsoft although I have already renewed via CSP? Unfortunately Microsoft still sends reminders for expired Open License subscriptions, even if you have already renewed through CSP. You can ignore these reminders if you have already ordered the CSP licenses to replace the Open licenses. Hint: If you see the old and the new licenses on one and the same line that means that the CSP licenses will jump in automatically when the old ones are not valid anymore. If you see two lines with the same product you will need to assign the licenses manually (this option appears when the number of CSP licenses varies from the existing number of licensed users) 6.5. I got the error: You already have subscribed to subscription xxx with domain xxx. To modify your subscription please go to Customer Admin. This means you have already ordered this type of subscription for this end-customer. Please follow the steps to add seats to an existing subscription (see FAQ 4.2.) 6.6. I can t link Tech Data to my customer domain, I get an error message. Are you sure? - Are you sure the end-customer s address is in Europe? Tech Data Belgium can only sell to customers who are based in EU/EFTA. The users of the account can, of course, be everywhere in the country - Are you sure you are logged in as the administrator of the domain? Only the admin can approve Tech Data as CSP distributor. - Is the domain name already linked to a Tier 1 CSP reseller? This might also give issues. - Is your primary company.onmicrosoft.com domain registered as a direct Microsoft partner? This can also cause issues. Contact tdcloud@techdata.be with a screenshot of the error you get Can an end-customer have several CSP resellers? No, one reseller per end-customer. 18

19 7. Invoicing 7.1. How does the invoicing work for Office 365? Microsoft CSP licenses are invoiced monthly. Each distributor has a specific monthly cutoff date assigned at signup, with Tech Data this is always the 11th (at midnight). For the first order of a subscription, you will not pay anything until the subscription reaches for the first time the 12th of the month. On the 11th of the month (at midnight) Microsoft takes a snapshot of the environment and will invoice upfront for the next period: from the 12th until the 11th. If in the middle of this billing period you add licenses you will be: o Billed upfront for the total/new amount of licenses o Billed backwards for X number of days where you have consumed additional seats. 19

20 7.2. What does the invoice look like? By default you will get a consolidated invoice, including the licenses for all your end-customers. Please indicate if you prefer to have one invoice per end-customer. You will clearly see the subscription, the billing period, your purchase order reference, the tenant name and charge type (upfront billed charges or additional seats consumed) Which day of the month will I be billed? Each distributor has a specific monthly cutoff date assigned at signup, with Tech Data this is always the 4th (at midnight).tech Data receives the invoice on the 5th. A couple of days later you will be invoiced (around the 15th) If I cancel a subscription in the middle of the billing period, will I be refunded? No, as you have already paid upfront for a month, you will not be credited for this. As of the next cutoff date however, you will no longer be invoiced for those seats Is there an option to be invoiced annually? No, there isn t. The flexible monthly model is the advantage that CSP offers. Microsoft does not offer an annual model. We refer to the Open License model if you prefer annual billing How is Azure invoiced? Azure is invoiced monthly, at the same time the Office 365 licenses are billed (around the 15th). On the Azure invoice you will see one line per customer with the total consumed amount. Together with the invoice you will receive a detailed file per end-customer detailing the services they have consumed. In the future these details will be integrated in StreamOne. Be aware: there is no free of charge period in the beginning, for Azure you are invoiced as soon as you start consuming. 20

21 7.7. How are price increases managed? CSP subscriptions have a one year term. In that one year, the subscription is protected from price increases. Once per year, at the anniversary of the CSP subscription, price increases may occur depending on the global Microsoft Price Policy How can I prevent my CSP orders going on credit block each time? Contact the credit team of Tech Data via creditcontrol@techdata.be. Together with our credit team you can go over the options (like adjusting your credit limit or paying by domicile). 21

22 8. Azure 8.1. Where can I see my Azure consumption? 1. Click on Reseller Portal. 2. Click on Orders 3. Click on Azure Analytics. 4. Now you will see an overview of your usage. Please note only users with Account Information Online (AIO) will see this tab. For more information on user rights, check FAQ How do I know when I m going over my Azure budget? In the Azure analytics tab you can set a budget per end-user. By default you will get a warning when you reach 75% of your budget. You can change this warning level in the Azure analytics tab. 22

23 8.3 How can I insert a new user directly on Azure (in CSP)? Once the end customer/ the administrator of the certain account is logged in (portal.azure.com), please select the Subscriptions tab: Select then the subscription and an additional window/ tab will appear on the right side. Please select the IAM Option and you will see all users who can access the account as well as their rights: Then simply select the + Button and you will be able to insert a new user, registered under the same tenant or invite a new user, outside the organization in both cases you will be able to define the rights (for example if this user should see the whole infrastructure or only participate on certain level) 23

24 8.4 Can I insert an additional subscription (second/ third etc.) under the same tenant? Yes there is a possibility to insert an additional subscription under the same tenant (for example one for testing and one for production). The first subscription should be placed as a new order on StreamOne by you and then if you would like to have an additional subscription please contact your Tech Data StreamOne team. We will book it in your name with your MPN ID directly with Microsoft CSP. 8.5 My end customer has an Office 365 subscription (not in CSP) how can I order Azure in CSP for the same end customer? Please follow these steps: 1. CSP Authorization for Tech Data as described in Select the desired Azure product on StreamOne 3. Once you`ve reached the step which asks for a domain please select the option Transfer as described in Continue to Payment 5. Place order Once you ve placed the Azure Order, it will take approximately 5 minutes until you can log in to Azure in CSP the subscription will be created automatically. Be aware: You are placing an order for an existing end customer and in this case there is no being sent with credentials. Once the account is created (3-5 Minutes after you order), you can log in with the global admin from Office Is there a defined SLA for Azure problems? Yes Microsoft divides all Azure Cases in 3 levels: A Critical (for example the whole Azure infrastructure is not working) 2 Hours B Medium (for example the Azure infrastructure is running with minor issues) 3 Hours C Low (for example the notification for a failed backup is not showing but running in background) 8 Hours 8.7 How can I transfer my running Azure infrastructure (Advisor/ OPEN/ Test) in CSP? At the moment there is no automated process which allows the transfer from Advisory/ OPEN/ Test to CSP. In certain cases, depending on the monthly revenue Microsoft is ready to take the so called lift-and-shift step. Most known cases are for Azure infrastructures under EA (Enterprise Agreement) and your local Tech Data team can support you in the communication with Microsoft. 24

25 8.8 What is specific about ordering Azure in CSP? Azure CSP is an easy way to start a cloud infrastructure within minutes. That means also that the costs start from the first minute when it`s running. To avoid surprises at the end of the billing date, please make sure that: - You control regularly the Azure tab on StreamOne and control your consumption compared to credit limit. - Never lose control of the account (global admin), unless stated others by the end customer in writing. If the end customer starts Virtual Machines, you will receive an invoice for the consumption of these machines. - There is a difference between shutting down a virtual machine and stopping it. In the first case there will be no costs, but in the second Microsoft will still charge it even at a very low price, because the machine is prepared and ready for usage. - if due to some technical failure you are not able to log in with the global admin, please send us the end customer and the global admin we can reset the password and send it to you. In addition if you would like to have an additional admin to the same account please send us the end customer and the desired , which we need to connect to the existing Azure subscription. 25

26 9. Support 9.1. Why can t I create a support ticket as a CSP reseller? Once your customer has bought CSP licenses, he or the reseller can no longer create service tickets on the Microsoft Portal. As from then the support goes through the CSP distributor Which support options are available through Tech Data? Basic support is always included in all Microsoft CSP products. Optionally you can buy a SKU with advanced support which costs more. An overview: BASIC SUPPORT ADVANCED SUPPORT TIMEFRAME 24x7 After business hours OR 24x7 HOW t3microsoftsupport@techdata.uk Phone support in English PRICE FREE Extra cost, separate SKU RESPONSE TIME hours 1 hour RESOLUTION TIME As per Microsoft SLA: 24h to 48h Between 2 & 3 hours Microsoft Office 365 SLA WHAT Supported tasks that are outside the the process of billing & provisioning functionality provided with available tools technical support such as service Break/fix Problems with the service and software updates Availability Service not accessible Not operating according to Service Descriptions Bugs and other irregularities that effect service appearance or operation Provisioning issues software configuration performance issues within partner s span of control client connectivity and client desktop Service availability issues within partner s span of control Large scale network disruptions Regional, multi-tenant impact Inherently complex or strategic technical support issues (rare) 26

27 10. Other questions Does Tech Data provide contracts we can use for our end-customers? Microsoft provides a customer agreement (Microsoft Cloud Agreement), which you are required to present and gain customer acceptance in advance of placing an order for a particular customer. However, Microsoft and Tech Data do not provide a template for partner terms with a customer. You must enter into your own commercially enforceable terms with the customer. Some points that may be useful to include: - Price increases CSP subscriptions have a one year term. In that one year, the subscription is protected from price increases. Once per year, at the anniversary of the CSP subscription, price increases may occur. - The cutoff date before which an end-customer must stop a subscription, to avoid a new invoice for one month - The general Microsoft terms and agreement, which you can see at the end of purchasing the subscription. - A statement on what happens to the subscription if the end-customer does not pay. - Your SLAs for dealing with a certain technical or licensing case. 27

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