Business Service Provider (BSP) Program Guide Effective Date: July, 2014
Table of Contents Introduction 2 Why Partner with Zimbra? 2 A Quick Snapshot of Zimbra 2 Partnering Types and Designation Levels 3 Zimbra Product Order Processing 4 Zimbra BSP Program Overview 4 Zimbra BSP Program Partner Levels 6 Partner Program Benefits 6 Partner-use Licenses 7 Partner Support and Professional Services 7 BSP Sign up Process - Transitioning from VMware VSPP 8 BSP Sign up Process - New Business Service Providers 9 Zimbra Partner Portal and Community 10 Appendix A: Business Service Providers (BSP) Benefits and Requirements 12 Appendix B: Zimbra Licensing Guidelines and FAQs for BSPs 15 Appendix C: Zimbra Product Documentation and Resources 19 Appendix D: Zimbra Reporting Tool Overview and FAQs 20 Zimbra Licensing Guidelines for Business Service Providers 24 Appendix E: Zimbra Reporting Tool Installation and Use 26 Using the Zimbra Reporting Tool 29 Additional Partner Program Notes 31 1
Introduction Welcome to the Zimbra Business Service Provider (BSP) Partner Program. Partners are critical to our success as a leading global provider of communication and collaboration solutions to organizations and service providers over 90% of Zimbra sales are through our value-added reseller and hosting partners. Whether your focus is on collaboration, community, or any of the complementary products and services, you will see that we are committed to our channel partners, given the critical role you play in our go-to market strategy and overall success. In the Zimbra Business Service Provider (BSP) Program Guide you will find: An overview of the Zimbra BSP-specific Partner Program A description of BSP Partner Program benefits for each membership level A description of partnering requirements for each membership level Information regarding the application and enrollment processes Zimbra Licensing Guidelines for BSPs Information regarding the ordering process Why Partner with Zimbra? When you partner with Zimbra, we strive to help you: Increase your revenue, gain new customers and enter new markets Increase your services and add value to your solution offerings Associate your business with a proven leader in collaboration and community software Gain a competitive edge Expand your skills and attain new competencies with our training and certification program Improve client relationships and loyalty A Quick Snapshot of Zimbra Zimbra develops collaboration and community software that enables people and organizations to be more productive. Zimbra eliminates the need for disparate communication tools and breaks down crossdepartment collaboration barriers by offering an integrated suite of solutions for email, calendaring, file sharing, activity streams, social communities, search and analytics. With technology designed for social, mobile and the cloud, Zimbra gives individuals the flexibility to work from virtually anywhere, via computers, tablets and mobile phones. 2
Highlights: Zimbra is trusted by more than 5,000 companies and over 700 partners in 140 countries, including global brands such as NTT Communications, Comcast, Dell, Investec, Rackspace, Red Hat, VMware, H&R Block and Vodafone. With its vibrant open source community and worldwide partner network, Zimbra is the third largest email and collaboration provider in the world. Zimbra has its corporate headquarters in Frisco, Texas and offices in California, London, Singapore, Tokyo and India. Zimbra partners are involved in over 90% of our sales, and our partner surveys indicate that for every $1 of Zimbra software sold, our partners add $15 in complementary software, support and services. Zimbra s annual user group conference, The Big Social, is a leading annual gathering of online community and collaboration professionals, with participating customers such as Comcast, Cox Communications, March of Dimes, Mary Kay, NTT Communications and Texas Instruments. Partnering Types and Designation Levels Zimbra s BSP Partner Program was developed with the features most important to our partners; the highest quality solutions and services delivered through a program designed to maximize client opportunities and partner rewards. Zimbra BSP Partner Program qualification requirements ensure the highest quality standards are held by companies that represent and resell the Zimbra solutions and services. There are four channel partner types recognized by Zimbra. They are: Distributors: Distributors provide software distribution services for Zimbra necessary to increase Zimbra s capacity to recruit, onboard and enable Value Added Resellers (VARs). Distributors accept payment in local currencies and handle collections. Distributor Requirements and Benefits are listed in the Zimbra Partner Program Guide on Zimbra.com. Value Added Resellers (VARs): VARs provide value added sales and services to Zimbra endcustomers, across multiple geographies and industry verticals. There are two designations levels for VARs: Registered Partner and Gold Partner. VAR Requirements and Benefits are listed in the Zimbra Partner Program Guide on Zimbra.com. Aggregators: Aggregators are similar to Distributors but are contractually authorized to rent mailboxes and provide tools and process to help BSPs aggregate their monthly reporting. Aggregator Requirements and Benefits are listed in the Zimbra Partner Program Guide on Zimbra.com. Business Service Providers (BSPs): BSPs are partners who host mailboxes for end-users in a multi-tenant environment. There are three levels for BSPs: Registered Partner, Silver and Gold. BSP Requirements and Benefits are listed in Appendix A: Business Service Providers (BSP) Requirements and Benefits. 3
This Zimbra Business Service Provider (BSP) Program Guide focuses specifically on the Zimbra BSP Partner Program. Zimbra Product Order Processing Zimbra primarily implements a two-tier software distribution model. Zimbra has established Distributor and Aggregator relationships globally and regionally so VARs and BSPs may place orders through Distributors and Aggregators respectively in the local language and currency. As a Zimbra BSP Partner, you will order Zimbra Collaboration Suite Licenses through Zimbra Authorized Aggregators. For more information about licensing refer to Appendix B: Zimbra Licensing and Guidelines for BSPs. Zimbra Channel Managers and Sales Executives will work with partners to win new business. Customer orders will be placed through the VAR or BSP with payment and distribution being handled by the Distributors or Aggregators. End Customer End Customer 1 Value Added Reseller (VAR) Business Service Provider (BSP) 2 Distributors Aggregators Zimbra Zimbra Zimbra BSP Program Overview The Zimbra BSP Program was designed to ensure a successful partnership with partners who host Zimbra products in a multi-tenant environment. This program includes partners who market themselves as Business Service Providers, Hosted Email Providers, Hosted Service Providers, Internet Service Providers, and Managed Service Providers. 4
Any partner that hosts Zimbra mailboxes for multiple third parties (multi-tenant environment) is required to join the Zimbra BSP Partner Program. Service providers may not host Zimbra software purchased from a Zimbra Distributor or a Zimbra VAR. Exception: Dedicated License keys : 1. Dedicated Licenses are used in instances when an end-user wants to be hosted in a separate, non-shared infrastructure. A BSP Partner may order Dedicated Licenses from an Aggregator and report usage the same as the multi-tenant license. 2. Another option is the BSP Partner can sign up as a Zimbra VAR Partner, purchase a Dedicated License from a distributor, and then resell the license to the end-user. The end-user can choose any hosting provider to host their Dedicated Licenses. BSP Program Highlights: BSPs host Zimbra in a multi-tenant environment Dedicated License keys available upon request Mix and match all license types on all domains Low startup costs Pay-as-you-go monthly billing Zimbra provides software upgrades, technical support and documentation Training Access to the Zimbra Partner Community 10 Reasons BSP s choose Zimbra! 1. Feature Rich Email and Collaboration Platform 2. Full Multi-Tenant support 3. Fully embraces Open Source Architecture 4. Host Zimbra in Your data center 5. Rebrand using your unique name 6. Customizable to align with your colors, look, etc. 7. Highly Scalable to millions of users 8. Zimlets enable Integration with third-party applications 9. More Cost Effective and lower TCO than competition 10. Enables BSP to sell additional products and services 5
Zimbra BSP Program Partner Levels There are three levels of partnerships available for BSPs: Registered Partner, Silver and Gold. Any partner who hosts their solutions in a multi-tenant environment for end-user organizations is eligible to join the Zimbra BSP Program at the Registered Partner level. For Silver and Gold partnership levels, there is a higher monthly revenue commitment requirement with stronger eligibility requirements around technical proficiency and customer satisfaction ratings. In return for the higher monthly revenue commitment and the larger investment in the Zimbra partnership, BSPs at the Silver and Gold level partners receive key benefits including but not limited to: Volume price discounts Priority listing on Zimbra.com Priority for lead referrals Priority for joint marketing activities and funds Support for media and public relations initiatives Zimbra Premium Level support Gold or Silver status/designation Details about BSP Program Requirements and Benefits are listed in Appendix A: Business Service Providers (BSP) Requirements and Benefits. Partner Program Benefits Through the Zimbra BSP Partner Program, you will have access to a variety of benefits to assist you in developing your expertise in Zimbra s Collaboration solutions. As your commitment to and knowledge of Zimbra grows, the marketing, sales and training benefits you receive from Zimbra will also grow. BSPs that achieve the qualification requirements will be able to work towards achieving higher membership level with more benefits. Registered BSPs can progress to the Silver or Gold status. Depending on a Partner s partnership relationship with Zimbra, the partner may qualify for specific benefits listed below. Membership in Zimbra Partner Community on Zimbra.com Identification as a Zimbra Partner on Zimbra.com Not for Resale (NFR) Zimbra licenses for development, testing, and demo purposes 1 Discounted Internal Use Licenses (IULs) for production-use 2 Sales and Marketing Support (webinars, local event support, joint marketing, online community, collateral with co-branding options available) Regular training events and scheduled sales communications 6
Participation in partners-only webinars Administrative and technical training Opportunity to graduate to an advanced level signifier such as Gold based on factors like annual revenues produced, proven track record in end-customer satisfaction, product certification or more. Logo and description on Zimbra website Ability to use Zimbra logo in Partner s marketing, subject to Zimbra s usage guidelines Sales Engineering Support Note: Partnership benefits are subject to change at any time. 1. Requires execution of Zimbra Software License Agreement. Non-Production Licenses provided to partners are for the purposes of developing applications, to learn how to use the product, and to create demonstrations. 2. Partner licenses are limited compared to a purchased license. Partner-use Licenses Zimbra Partners have access to licenses for demonstrations and customer test accounts. These Not For Resale (NFR) licenses are *not* for internal company use or resale. Contact partners@zimbra.com to request NFR licenses. For Zimbra Partners that wish to use Zimbra products for internal production use, licenses are available for purchase at a 50% discount. These Internal Use Licenses (IULs) are *not* for resale. Contact partners@zimbra.com to receive a quote for IUL licenses. Partner Support and Professional Services Zimbra provides world-class support and customer service to its customers and partners. There are multiple types of support and consulting services available to partners including Customer Support, Pre- Sales Support, Implementation Support, Post-implementation Support and Professional Services. Customer Support: Partner may request customer support from Zimbra on behalf of an endcustomer provided the Service and Maintenance Contract for the end-customer is current and in good standing. Customer Support is provided according to the program parameters shown on http://www.zimbra.com/support/support_overview.html. Pre-Sales Support: The level of support and amount of resources will be allocated at the discretion of Zimbra considering factors such as deal size, strategic value, and probability to win the business. Implementation Support: Partner may request assistance for implementation support on an asneeded basis. Depending on the level of assistance requested and the amount of resources required, professional services fees may apply. Zimbra recommends partners invest in training and education to stay current on Zimbra products and strive for self-sufficiency to continually increase the quality of service and value offered to end-customers. 7
Professional Services: Zimbra has a Professional Services Organization (PSO) that can provide a range of consulting services from architecture and design to full deployments depending on your technical expertise requirement and budget. We encourage partners building a cloud-based Zimbra practice to consider the following Professional Services Packages designed to ensure a well designed and tested implementation. Professional Services Packages available are but not limited to: ᇉᇉ ᇉᇉ ᇉᇉ ᇉᇉ Solution Assessment and Design Migration Planning and Design Integration Design and Development Performance and Capacity Testing Pricing for these services are available upon request. BSP Sign up Process - Transitioning from VMware VSPP To become a Zimbra BSP Partner, you must apply, and then be approved by Zimbra. Service Providers hosting Zimbra software and currently enrolled in VMware VSPP must enroll in the new Zimbra BSP Program before June 1, 2014. Here is what to expect. 1. An email invitation to join the new Zimbra BSP Program will be sent to the primary hosting partner contacts Zimbra has on file for the account. The authorized signer of the hosting partner will be asked to follow a link to the Zimbra.com Website to review the Zimbra Business Service Provider (BSP) Program Guide, and submit enrollment information to be used for the BSP Agreement. 2. Zimbra will receive the partner information and confirm qualification for enrollment in the new program. Note: VMware VSPP usage reporting must be current before approval will be granted. VSPP must be in good standing with VMware and current Aggregator. Allow 2-3 days for approval to be granted. 3. Upon approval, Zimbra will send the hosting partner authorized signer an email with a link to review and esign the Zimbra BSP Agreement. Included with the agreement will be the BSP Benefits and Requirements document (Appendix A in this guide), the Manufactured Suggested Retail Price for the Zimbra Collaboration Suite licenses (for reference only since Aggregator determines discounts based on volume commitment and BSP Partner level), and the list of Zimbra Authorized Aggregators. 4. Once the Zimbra BSP Agreement is fully-executed between the new BSP Partner and Zimbra, an official Welcome email with Next Steps to Onboard will be sent to the BSP Partner for further action. a. a. BSP Partner will receive an invitation to the private, partners-only Zimbra Partner Community with instructions to request additional access to the BSP-Only area. b. BSP Partner will download and install the Zimbra Reporting Tool software. Refer to Appendix D: Zimbra Reporting Tool Overview and FAQs for more information. 8
5. BSP Partner must establish a partnership with, and be approved by, an Authorized Zimbra Aggregator. Authorized Zimbra Aggregators will require a 12-month, minimum monthly revenue commitment before Onboarding and Set Up for the Zimbra BSP Program can be completed. a. BSP Partner may switch Zimbra reporting to the Zimbra Aggregator and stop reporting to VSPP Aggregator (or downgrade existing VSPP Aggregator agreement) b. BSP Partner must coordinate exact reporting dates with Zimbra BSP Channel Team 6. Once an Authorized Zimbra Aggregator approves the BSP Partner, the Authorized Zimbra Aggregator will place an initial order with Zimbra on behalf of the BSP Partner. The initial order will include partner level (Partner, Silver or Gold), currency (USD, EURO, GBP or JPY), monthly minimum commitment, license types and quantities required. 7. When Zimbra fulfills the initial order, the BSP Partner will receive an Order Confirmation email with a Contract License Key file, a unique Zimbra Reporting Tool Account ID, and instructions to download the Zimbra software and Zimbra Reporting Tool. For more information about the Zimbra Reporting Tool Refer to Appendix D: Zimbra Reporting Tool Overview and FAQs. a. Within 10 days from receiving the Contract License Key and unique Zimbra Reporting Tool Account ID, the BSP Partner must download and install the Zimbra Reporting Tool software. Zimbra Reporting Tool installation and connectivity to Zimbra Licensing and Reporting Server is Mandatory 8. Once the BSP Partner installs the Zimbra Reporting Tool, the BSP Partner must send an email to ZRTready@zimbra.com to schedule a connectivity test and configuration check. BSP Sign up Process - New Business Service Providers To become a Zimbra Business Service Provider (BSP) Partner, you must apply, and then be approved by Zimbra. Here is what to expect. 1. An email invitation to join the new Zimbra BSP Program will be sent to the primary hosting partner contacts Zimbra has on file for the account. The authorized signer of the hosting partner will be asked to follow a link to the Zimbra.com website to review the Zimbra Business Service Provider (BSP) Program Guide, and submit enrollment information to be used for the BSP Agreement. 2. Zimbra will receive the partner information and confirm qualification for enrollment in the new program. Note: Partner must be in the software hosting business and authorized signer email and partner website domain must match. Allow 2-3 days for approval to be granted. 3. Upon approval, Zimbra will send the hosting partner authorized signer an email with a link to review and esign the Zimbra BSP Agreement. Included with the agreement will be the BSP Benefits and Requirements document (Appendix A in this guide), the Manufactured Suggested Retail Price for the Zimbra Collaboration Suite licenses (for reference only since Aggregator determines discounts based on volume commitment and BSP partner level), and the list of Zimbra Authorized Aggregators. 9
4. Once the Zimbra BSP Agreement is fully-executed between the new BSP Partner and Zimbra, an official Welcome email with Next Steps to Onboard will be sent to the BSP Partner for further action. a. BSP Partner will receive an invitation to the private, partners-only Zimbra Partner Community. b. BSP Partner will receive an invitation to the private, partners-only Zimbra Partner Community with instructions to request additional access to the BSP-Only area. c. BSP Partner will download and install the Zimbra Reporting Tool software. Refer to Appendix D: Zimbra Reporting Tool Overview and FAQs for more information 5. BSP Partner must establish a partnership with, and be approved by, an Authorized Zimbra Aggregator. Authorized Zimbra Aggregators will require a 12-month, minimum monthly revenue commitment before Onboarding and Set Up for the Zimbra BSP Program can be completed. 6. Once an Authorized Zimbra Aggregator approves the BSP Partner, the Authorized Zimbra Aggregator will place an initial order with Zimbra on behalf of the BSP Partner. The initial order will include partner level (Partner, Silver or Gold), currency (USD, EURO, GBP or JPY), monthly minimum commitment, license types and quantities required. 7. When Zimbra fulfills the initial order, the BSP Partner will receive an Order Confirmation email with a Contract License Key file, a unique Zimbra Reporting Tool Account ID, and instructions to download the Zimbra software and Zimbra Reporting Tool. For more information about the Zimbra Reporting Tool Refer to Appendix D: Zimbra Reporting Tool Overview and FAQs. a. Within 10 days from receiving the Contract License Key and unique Zimbra Reporting Tool Account ID, the BSP Partner must download and install the Zimbra Reporting Tool software. Zimbra Reporting Tool installation and connectivity to Zimbra Licensing and Reporting Server is Mandatory 8. Once the BSP Partner installs the Zimbra Reporting Tool, the BSP Partner must send an email to ZRTready@zimbra.com to schedule a connectivity test and configuration check. Zimbra Partner Portal and Community Zimbra maintains a Partner Portal and Partner-only Community to provide partner program updates, enablement materials and supporting resources. There you ll find resources that include but are not limited to: Zimbra updates and announcements Aggregator listings Partner discussion forums Partner Program Guides Product collateral Price lists Logos and use-guidelines 10
Each Partner Community user is provided with a unique Partner Community Member ID and must be associated with a valid company domain email address in the individual member profile. To add users to the Partner Community send an email to partners@zimbra.com with the subject title Activate User. Please include the user s name and email address. To remove users from the Partner Community, send an email to partners@zimbra.com with the subject title Deactivate User. Please include the user s name and email address. 11
Appendix A: Business Service Providers (BSP) Benefits and Requirements BSP Partner Requirements & Discounts Partner BSP Silver BSP Gold BSP Minimum Monthly Spend (for new BSPs) Minimum Monthly Spend (for new BSPs) to earn and retain partner level dependent discounts. US $200/mo. US $1000/mo. US $5000/mo. Minimum Annual Sales revenue paid to Zimbra to earn and retain partner level status (for existing BSPs) Zimbra Partners will be evaluated for sales volume potential at start of year one and placed accordingly. At the end of year 1, Partner must have achieved minimum annual sales level to qualify for placement. Varies Varies Varies Marketing Development Funds (MDF) Zimbra provides funds, at its discretion, for Market Development programs on case by case basis for top performing partners. Internal Use Licenses (IUL ) -- 50% Discount (not for resale) Zimbra offers Internal Use Licenses (IULs) at a discounted rate. Not for Resale Licenses (NFR) -- Limited license for demos & customer test accts (not for Internal Use and not for resale) Zimbra issues limited licenses to partners using Zimbra software for demonstration or non-production use. 25% Discount on Training Zimbra Partners receive discounts on training. Customer Support: Partner must provide email- and phonebased support for customers Zimbra requires Service Provider partners to provide customers with email- and phone-based support. Basic Sales Training (when available): 1 rep certified in Zimbra basic sales + 1 in basic tech. sales When the new Zimbra curriculum is available, partners are required to complete basic sales and technical sales training. Advanced Sales Training (when available): 1 rep certified in advanced sales & tech sales When the new Zimbra curriculum is available, partners are required to have at least 1 representative complete advanced sales and technical sales training. 12
BSP Partner Requirements & Discounts Partner BSP Silver BSP Gold BSP Technical/Admin Training: 1 rep certified via Zimbra Admin course When the new Zimbra curriculum is available, partners are required to have at least 1 representative become certified on Zimbra Administration. Customer Satisfaction: Maintain top customer satisfaction rating Zimbra requires partners to maintain top customer satisfaction ratings measured by a pre-approved customer satisfaction survey and interview methods. BSP Partner Benefits: Marketing, Sales & Enablement Partner BSP Silver BSP Gold BSP Priority for lead referrals from Zimbra Zimbra prioritizes and distributes Zimbra-sourced leads to partners. Note: Deal Registration Discounts do not apply to Zimbra-sourced deals. Priority Listing on Zimbra Partner Directory Zimbra promotes Silver and Gold partners in the Zimbra Partner Directory on Zimbra.com. Priority for partner press release/pr, and case studies (including linking from Zimbra blog) Zimbra prioritizes joint-marketing efforts for premium status partners. Co-selling support (as approved by Zimbra) Zimbra provides co-selling assistance on a case-by-case basis for deals registered via the Zimbra Partner Portal. Zimbra Partner logo for use on website, collateral, business cards, etc. Zimbra allows use of its logo on partner materials subject to Zimbra s branding policies. Zimbra sales & marketing materials & tools, with ability for localization and partner logo Zimbra makes sales and marketing materials and tools available through the Zimbra Partner Portal. 13
BSP Partner Benefits: Marketing, Sales & Enablement Partner BSP Silver BSP Gold BSP Partner Welcome Pack (Onboarding and Road to Success plans, etc.) Zimbra works with partners to promote time-to-revenue and long term success. Zimbra Partner Portal Access Zimbra has a partner-only Zimbra Partner Portal where partners receive business and technical updates, have access to collateral and materials and network with other partners on best practices. Periodic Partner-Only Webinars and Communications Zimbra provides partner-only Webinars and communications to foster a knowledgeable and capable partner ecosystem. Zimbra Advantage Level Support Zimbra provides Advantage Level Support (which may be by another name designated by Zimbra) to Registered VARs, for issues arising at customers of Zimbra commercially licensed software. Zimbra Premium Level Support Zimbra provides Premium Level Support (which may be by another name designated by Zimbra) to Gold Resellers that have successfully completed a Zimbra technical training course. 14
Appendix B: Zimbra Licensing Guidelines and FAQs for BSPs Zimbra BSP Partners order, lease, host and report on four different types of commercial licenses for Zimbra Collaboration Suite (ZCS) Network Edition mailboxes; Professional Network Edition (PE), Standard Network Edition (SE), Business Email Edition Plus (BEP) and Business Email Edition (BE). The chart below shows the four Zimbra mailbox editions (COS) and what attributes (features) are included with each edition. 15
Billable Licenses: BSP Multi-tenant (default) and Dedicated licenses: All provisioned mailboxes are billable (open and closed) Multi-tenant key(s) and dedicated keys issued via the BSP Program Mix and match all license types on all keys, domains, etc. License types determined by Class Of Service (COS) attributes NOT BILLED: 1 admin mailbox, aliases, resources and distribution lists. Internal Use Licenses (IUL) options: 1. Buy dedicated IUL direct from Zimbra at 50% discount. 2. Provision mailboxes on your multi-tenant key (report the same as your end-user mailboxes). 3. Request dedicated BSP license (report the same as your end-user mailboxes). White-Label Program licenses: Primary partner joins the BSP program Secondary partner does not join the BSP Program, but must follow all guidelines Primary BSP partners may: ᇉᇉ ᇉᇉ Host secondary BSP s mailboxes Order additional license(s) for secondary BSP to host themselves All licenses will be issued to primary BSP partner Primary partner is responsible for all usage and billing 16
Non Billable Licenses: NFR, test, demo licenses: Not used in production No charge and the term is one year Mailboxes are Standard Edition 2 (SE2 = without ActiveSync) Note: Zimbra pays royalties on ActiveSync enabled mailboxes Partner and Silver level BSP s: 25 Standard Edition 2 mailboxes Gold BSP s: 100 Standard Edition 2 (SE2) mailboxes Version testing and pre-migration licenses: Regular key usually needed Zimbra issues 60-day license key matching number of reported mailboxes No charge, we are not using the Zimbra Reporting Tool to track these Free 60-day trial licenses and extensions: Download here Extensions: Please request by emailing: partners@zimbra.com Licensing Frequently Asked Questions (FAQs) Q: When do I receive my Contract License Key? A: After you sign a contract with an Aggregator, the Aggregator will submit a request to Zimbra Order Management to have your Zimbra license key sent to you. Q: How do I order extra licenses ( multi-tenant and/or dedicated licenses)? A: You can request an additional key from your Aggregator. Make sure to include: What you are using the dedicated key for How many mailboxes on the key The types of mailboxes and the quantity per mailbox type Q: Can I buy licenses in BSP Program - perpetual, yearly etc.? A: No, you can only rent licenses in the BSP Program from an Aggregator. 17
Q: How can I obtain a Not for Resale (NFR) or Internal Use License (IUL)? A: Please email partners@zimbra.com with a specific request for NFR or IUL. If an IUL, indicate the number of mailboxes and types you require. Q: Where can I get a test/demo license? A: You can download a free 60-day trial (all features enabled for 50 mailboxes): Click Here Q: How do I get a free trial of Zimbra Network Edition? A: Go to http://www.zimbra.com/products - look for Zimbra Collaboration and click on Start Free Trial. Q: What happens when my Network Edition 60-day trial license expires? A: When your trial license expires, your basic Zimbra features still works, but the following occurs: You can no longer add new user accounts Zimbra Mobile will be disabled Zimbra Outlook and isync Connectors will be disabled Administrators will see an alert message when they log into the Administration Console Q: Can I offer Zimbra Open Source as a BSP partner? A: No. Service providers cannot market, resell, rent, support or otherwise use the Zimbra Open Source software in any manner, even if it is unrelated to the BSP Program. Q: I upgraded to Zimbra 8, but I do not see some of the new features such as S/MIME, unified communications and some of the new compliance features. How do I enable these new features? A: When you upgrade to Zimbra 8, you also need to request a new license key to enable the new features if you are entitled to them. Refer to the comparison chart. 18
Appendix C: Zimbra Product Documentation and Resources Important Guides for BSPs: Setting up Mailboxes by Class-of-Service (COS) Links and Resources: Zimbra Website: Click Here Zimbra Partner Community (Private, Login Required): Click Here Zimbra Product Documentation: Click Here Zimbra Webinars (live and on-demand): Click Here End-User Product Demo: Click Here Zimlet Gallery (3rd party integrations): Click Here Zimbra Technical Support: Click Here Zimbra Forums (not Zimbra Partner Community): Click Here Zimbra Website Wikis (not Zimbra Partner Community): Click Here Branding Info: (Available in the partners-only, private Zimbra Partner Community) Zimbra Logos: (Available in the partners-only, private Zimbra Partner Community) Zimbra Communications: Zimbra Website Blog: http://blog.zimbra.com Zimbra Partner Community (Private, Login Required): Click Here Twitter: @zimbra (http://twitter.com/zimbra) LinkedIn: http://www.linkedin.com/company/23291 Questions & Feedback Email: partners@zimbra.com Zimbra Product Management Portal (Bugs, Enhancements, Roadmap Info): http://pm.zimbra.com 19
Appendix D: Zimbra Reporting Tool Overview and FAQs This Appendix contains answers to frequently asked questions about using the Zimbra Reporting Tool (ZRT). Overview of the Zimbra Reporting Tool Using the Zimbra Reporting Tool Data Storage and Delivery Zimbra Licensing Guidelines for Business Service Providers Overview of the Zimbra Reporting Tool The ZRT components include the Zimbra Server with the ZRT Client Application installed, the ZRT Server, and the ZRT User Interface. Zimbra Server: The Zimbra server runs the ZRT client application, and uses an LDAP instance to connect to the ZRT server. ZRT Client Application: The ZRT client application runs on your Zimbra server and enables reporting to the ZRT server. ZRT Server: The ZRT server automates the usage reporting process, allowing Zimbra to obtain accurate product usage data in a timely manner for billing purposes. ZRT User Interface: The ZRT user interface allows you to view the ZRT information and reports using a browser. 20
Using the Zimbra Reporting Tool (ZRT) What is the ZRT? Zimbra is using in-house technology and third party software to capture product usage data from the Zimbra server using the ZRT. Why is Zimbra using the ZRT? The ZRT automates the usage reporting process allowing Zimbra to obtain accurate product usage data in a timely manner for billing purposes. How do we set up the ZRT? The Zimbra administrator creates products on the Zimbra server by setting up a Class of Service (COS) for each mailbox edition. This is done by enabling specific attributes, or features, for each COS based on the Zimbra Product Feature Comparison Guide and using specific instructions in the Zimbra BSP Product Configuration Guide. The Zimbra administrator then installs the ZRT client application on the Zimbra server using instructions that are included with the software. How does the ZRT work? The ZRT captures usage data, counts the number of licenses provisioned, and the attributes enabled on each of those licenses (those attributes determine each mailbox edition by COS). Zimbra receives the usage data, and the data is accessible from the ZRT server using the ZRT user interface, where the Business Service Provider (BSP), the Aggregator, and Zimbra can view aggregated usage data in the following formats: Usage gauge Table view Interactive timeline/chart view and comparison view CSV-formatted Excel data sheet for download and further processing Where do I go to download the ZRT? Zimbra will either send you an email with the download URL, or a download site is available to download the ZRT. Instructions are included for how to use the tool. How does the ZRT count mailboxes? The ZRT counts billable licenses based on: The number of licenses provisioned. The attributes enabled for each of those licenses. Each set of attributes makes up a mailbox edition (Professional, Standard, Business Email Plus, and Business Email); also known as Class of Service (COS). Example: If the GAL is enabled when you set up a specific COS, the ZRT reports those as Standard Edition (or Professional Edition, if any Professional Edition attributes are enabled for that COS). 21
How will the ZRT benefit me? There are many benefits for using the ZRT, including: Automating the usage reporting process saves time from manually extracting reports. Reduces errors caused by human mistakes, reports are more accurate. Reports are on time each month. Ability to correct discrepancies and have transparency. Usage can be exported for billing purposes. Ensures Zimbra is generating information fairly from all partners. Am I required to use the ZRT? Yes, all Zimbra BSPs are required to use the ZRT. Can BSPs opt-out of using the ZRT and use another method to count usage? All BSPs are required to use the ZRT. This simplifies the current process of extracting reports from the Zimbra server. Listed below are some of the benefits that apply to both Zimbra and the BSP: Automating the usage reporting process will save time. Eliminates manually extracting counts from the server (command lines). Eliminates filling out and emailing report forms. Reduces errors caused by human mistakes; reports are more accurate. Reports are on time each month. Ability to correct discrepancies (transparency). Usage can be exported for billing purposes. Ensures partners report fairly. Data Storage and Delivery How does Zimbra safeguard my customer s data? The ZRT is not gathering any specific customer or domain information. What data is the ZRT accessing? The only data being accessed by the ZRT is the number of licenses provisioned and the attributes enabled on each license. Domain and/or user data is not collected, nor is personal identifiable data such as passwords, message content, and so on. Where is the data being delivered to? Zimbra uses data stored on the Zimbra server and aggregation of mailbox edition accounts. The ZRT compiles this information for usage reporting. 22
How is the data being delivered? Data is delivered to the ZRT server using the Zimbra server. How often is the data being accessed and delivered? Data is accessed once per week by Zimbra for reporting purposes and billing is once per month. Will we still extract mailbox edition counts and send usage reports to the Aggregators? No, all BSPs are required to install the ZRT. No customer or domain information is sent, only the mailbox edition usage for reporting purposes. Why is weekly reporting included with the contract? The weekly reports are automated and allow Zimbra to track mailbox usage throughout the month to bill usage fairly. Zimbra takes the highest total of each mailbox type reported during the month, then bills once per month. Who and when do we report mailbox usage to? All BSPs must obtain Business Service Provider (BSP) Program product entitlements from an Aggregator. Mailbox usage must be reported to the Aggregator by the 5th of each month on a monthly basis. All Zimbra usage must be reported, even if it is only one mailbox. Zimbra receives credit and resources are based on monthly usage from all BSPPs. Important: If Zimbra reports from a BSP are more than 30 days late, Zimbra may reduce Zimbra license activations to zero and change Zimbra technical support to no support without notice. If Zimbra reports from a BSP are 60 days late, Zimbra may request the Aggregator to terminate the BSP contract for noncompliance. Can a single ZRT instance gather data from multiple Zimbra server farms? Run one instance of the ZRT for each Zimbra server environment (single or multiple servers) with a unique LDAP master. For more information, see step 3 in Installing the ZRT client application. Does the ZRT need to be installed on a Zimbra server or just someplace where it can do LDAP calls to a Zimbra server? The ZRT client application can be installed anywhere as long as it has network access to the LDAP instance of the Zimbra server, outside network access to call into the ZRT server, and there is a current version of the Java VM in the environment. 23
Zimbra Licensing Guidelines for Business Service Providers Zimbra has billable licenses and non-billable licenses. Billable Licenses BSP Multi-tenant (default) and Dedicated licenses: All provisioned mailboxes are billable (open and closed) Multi-tenant key(s) and dedicated keys issued via the BSP Program Mix and match all license types on all keys, domains, etc. License types determined by Class Of Service (COS) attributes NOT BILLED: 1 admin mailbox, aliases, resources and distribution lists. Internal Use Licenses (IUL) options: 4. Buy dedicated IUL direct from Zimbra at 50% discount. 5. Provision mailboxes on your multi-tenant key (report the same as your end-user mailboxes). 6. Request dedicated BSP license (report the same as your end-user mailboxes). White-Label Program licenses: Primary partner joins the BSP program Secondary partner does not join the BSP Program, but must follow all guidelines Primary BSP partners may: ᇉᇉ ᇉᇉ Host secondary BSP s mailboxes Order additional license(s) for secondary BSP to host themselves All licenses will be issued to primary BSP partner Primary partner is responsible for all usage and billing 24
Non-Billable Licenses NFR, Test, Demo Licenses Cannot be used for production purposes. No charge, term is one (1) year. Mailboxes are Standard Edition 2 (SE2 = without ActiveSync). Note: Zimbra pays royalties on ActiveSync enabled mailboxes. Partner and Silver level BSP s: 25 Standard Edition 2 mailboxes. Gold BSP s: 100 Standard Edition 2 (SE2) mailboxes. Version Testing and Pre-Migration Licenses Regular key is usually needed. Zimbra issues 60 day regular key matching number of reported mailboxes. No charge. Not using the ZRT to track these licenses. Free 60-day Trial Licenses and Extensions Download a trial license. Go to Zimbra 60 Day Free Trial. Extensions: Request by emailing: partners@zimbra.com. Licensing Guidelines Spreadsheet The chart in Appendix B displays the four Zimbra mailbox editions (COS) and the attributes or features that are included with each edition. 25
Appendix E: Zimbra Reporting Tool Installation and Use This Appendix contains information to install and use the Zimbra Reporting Tool (ZRT). Installing the Zimbra Reporting Tool Using the Zimbra Reporting Tool Installing the Zimbra Reporting Tool Installation Requirements The ZRT client application installer package Java 1.6 or higher Installing the ZRT client application 1. Obtain the ZRT client application installer package, which contains a zip file of the application, from your Zimbra representative. 2. Unzip the installer package to a data center location that can access the Zimbra server LDAP instance. 3. Open a text editor and edit the zimbracmsclient.properties file. See the example below. Note: the ZRT client application can run on multiple Zimbra server farms. You must have network access to each LDAP instance in a multi-server environment, and each instance must have its own unique zimbracmsclient.properties file (step 3) prior to executing the ZRT client application installation (step 4). The LDAP master server should be used as the LDAP Server URL (step 3b). a. Resource Loading is configured by Zimbra. Do not edit these fields. ## RESOURCE LOADING resources.use.url = false; resources.file = ZimbraResources.properties resources.url = http://localhost/zimbraresources.properties b. Edit the LDAP Server URL. ## SERVER URL ldap.url=ldap://<<ldap IP address>> ldap.cn=uid=zimbra,cn=admins,cn=zimbra<<zimbra edits this field>> ldap.password=<<ldap password. The password is obtained from the Zimbra server. Run $ zmlocalconfig -s zimbra_ldap_password.>> ldap.output.debug=<<true or false. true is the default.>> endpoint.url=https://zimbrauat.compliance.flexnetoperations.com <<Do not edit this field. This is where the server is reporting.>> 26
c. Enter the device.id. Provide a simple name for your device with no spaces. device.id= <<Enter a name with no spaces>> d. Edit the account.id.the account ID is a value received from your Zimbra representative. account.id=<<enter the value received from your Zimbra representative>> e. Do not edit the following. These are configured by Zimbra. ## CAPABILITIES FOR STANDARD EDITION FEATURES se.feature.name=secount se.feature.version=1.0 ## CAPABILITIES FOR PROFESSIONAL EDITION FEATURES pe.feature.name=pecount pe.feature.version=1.0 ## CAPABILITIES FOR BUSINESS EDITION FEATURES be.feature.name=becount be.feature.version=1.0 ## CAPABILITIES FOR BUSINESS EDITION PLUS FEATURES bep.feature.name=bepcount bep.feature.version=1.0 Example of the zimbracmsclient.properties configuration ## RESOURCE LOADING resources.use.url = false resources.file = ZimbraResources.properties resources.url = http://localhost/zimbraresources.properties ## SERVER URL ldap.url=ldap://192.168.2.132:xxx ldap.cn=cn=config ldap.password=o9dglcxxx ldap.output.debug=true endpoint.url=https://zimbrauat.compliance.flexnetoperations.com device.id=example account.id=gzxnukxuy0xyz ## CAPABILITIES FOR STANDARD EDITION FEATURES se.feature.name=secount se.feature.version=1.0 27
## CAPABILITIES FOR PROFESSIONAL EDITION FEATURES pe.feature.name=pecount pe.feature.version=1.0 ## CAPABILITIES FOR BUSINESS EDITION FEATURES be.feature.name=becount be.feature.version=1.0 ## CAPABILITIES FOR BUSINESS EDITION PLUS FEATURES bep.feature.name=bepcount bep.feature.version=1.0 4. Execute the ZRT client application. a. Included in the installer package zip file is a shell script for executing the Java application. Access the script and launch the application. #!/bin/sh java -jar ZimbraCMSClient.jar -p zimbracmsclient.properties The application is running. 28
Using the Zimbra Reporting Tool To start using the ZRT, use the steps in this section to launch the ZRT user interface and view usage reports. 1. Obtain the ZRT download URL from your Zimbra representative. You will receive an email, or a download site is available. 2. Launch the ZRT user interface. 3. Enter your Login ID and Password, and click Login. If you do not know your password, or you have not set up an account, use the Password Finder link on the Login page or contact Support. 29
Select Usage Reports Select the product and enter a start date for the usage report. 4. Under Usage Management, click Usage Reports. The View Usage screen displays. 5. Select a product from the Product Family drop-down menu and enter a start date in the As of Date field for the usage report. 6. After you enter your query information, the usage report displays. Select how you want to view the usage information by selecting the type of report to display. You can view the report as Gauges, Table, Timeline, or Compare Meters using the clickable icons on the right of the screen. Select how you want to view the report. 30
Additional Partner Program Notes Partner agrees that Zimbra may publish Partner s name and contact information on the Zimbra Partner Directory, and may reference partner as a member of the program using Partner s logo, subject to reasonable trademark and logo usage. Zimbra reserves the right to modify the Zimbra Partner Program, including all tracks, partnership levels, and specializations, at its sole discretion. Although Zimbra attempts to ensure the accuracy of the information contained in this Program Guide, occasional corrections or updates may be required by Zimbra. Zimbra reserves the right to make such corrections or updates on an as-needed basis by posting such updates to the Partner Center. Partners agree that they are responsible for compliance with the terms of the Zimbra Partner Program Guide and the Partner Agreement. 31