Table of contents

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Introduction
ROC
Channel agreements
1

2
The role of the ROC and our teams

Dublin
Reno

Singapore
The role of the ROC and our teams
The role of the ROC and our teams

Channel partner management and customer care Systems support

Transaction processing and management Business partner management
Program management Credit and collections
Supply chain management Revenue compliance
Finance management
The role of the ROC and our teams

Agreement and order Requests for product Operational training Operational tools Execution excellence
submission queries returns and order support
cancellations
Order processing
Valid Orders
Received at ROC

When channel partners place

orders with Microsoft, these
orders are processed
according to the order type:

Full Packaged Products (FPP)

Open License

Volume License

Microsoft Dynamics
Partner business management

Specialization approach Community framework Partner enablement

Microsoft uses these approaches in partner business management.

 Community calls
Listening Forum sessions

Clinic sessions Launch sessions

• Targeted sessions on specific programs and • Provide visibility to pipeline for upcoming • Co-design and influence our roadmap
products launches • Early engagement for new capability
• Interact with Microsoft • Share key milestones and deadlines • Continuous feedback and improvement
Subject Matter Experts • Supplementing Self Serve resources mechanism
• Knowledge to transact efficiently
What’s in it for you: What’s in it for you:
What’s in it for you: Ready for the change Influence efficiency and productivity
Ready to transact

• Monthly—based on key needs • Ad-hoc—based on roadmap • Ad-hoc—based on opportunities

• How you join: Opt in • How you join: Opt in • How you join: By invitation
Operations Delivery
Life Cycle Define

Design
Feedback from our partners is Optimize
an integral part of Microsoft’s
operations delivery life cycle.
Feedback
We gather feedback from forums
Loops
such as clinic and launch sessions.
$
• Provide visibility to pipeline for Transact Plan
Launch upcoming launches

sessions • Share key milestones and deadlines

• Supplementing Self Serve resources

• Targeted sessions on specific

programs and products
Clinic Build
• Interact with Microsoft Subject Deploy
sessions Matter Experts
• Knowledge to transact efficiently
Includes Deployment plan for Partner “Ready to Transact”
To familiarize yourself with the structure of channel
agreements, please refer to the readiness content on
channel agreements at the Microsoft Readiness portal.
 Key Terms and Conditions Clauses:
Terms and Conditions Channel Partner Website
for Resellers

Customer
A channel agreement contains
four parts. One of these is the
Agreement Framework, which
defines and sets out the terms
Licensed Offerings
and conditions that bind both
the partner and Microsoft
on a day-to-day basis.

Program Guide

Territory
 Key Terms and Conditions Clauses:
Terms and Conditions Government, Academic and Charity Software
for Resellers
http://www.microsoft.com/licensing/contracts

Here are a few more key Customer Agreements

terms and conditions
clauses.

Company Termination from Customer Agreement

Customer may elect to change its Channel Partner

 Key Terms and Conditions Clauses:
Terms and Conditions Price List
for Resellers

Here are a few more key

terms and conditions
clauses. Credit Worthiness and Collection Guidelines

Company has complete discretion

Discount Pass-Through
 Key Terms and Conditions Clauses:
Terms and Conditions Anti-Corruption Training
for Resellers

http://aka.ms/MPNanticorruptiontraining
Here are a few more key
terms and conditions
clauses. Code of Conduct

https://assets.microsoft.com/Microsoft-Partner-Code-
of-Conduct.pdf

Payment Due Date

 Key Terms and Conditions Clauses:
Terms and Conditions If Company fails to make any payments
for Resellers

Here are a few more key

terms and conditions
clauses.

Sufficient Number of Licenses

Verifying Compliance
www.microsoftreadiness.com.
Telephone Support Channel Partner Website Microsoft may provide tools

Company will maintain onsite and telephone
licensing support weekdays between
9:00AM and 5:00PM (local time)
Company will ensure that its employees become
familiar with the Channel Partner Website and
consult the Channel Partner Website on a regular
basis for communications and notices, including
updates to this Guide, the Policy and Procedure
Handbook and other information.
for Company to use to self-administer its
users’ access rights, and it shall be
Company’s responsibility to use such tools
to monitor and control its users’ access.

Employee training and qualification requirements

At least four (4) of Company's sales employees must pass

the Microsoft Certified Professional (MCP) exam for
License Delivery (Licensing Exam for Large organizations:
74-678 - Designing and Providing Microsoft Licensing
Solutions to Large Organizations.
Additionally, at least two (2)
of company’s employees must complete and
be certified on the T-36 certification at
onboarding /renewal time.
At least two (2)
Company’s employees must be designated
as volume licensing administrators.
Company will nominate a Readiness Champion
who will have responsibility to ensure that all impacted
personnel are trained on new or updated
programs/initiatives.
To help enable Company to be ready to transact with
Microsoft Operations, at least one of the Company’s
employees must complete their assigned Ops Academy
certification(s) on the Readiness App within the
financial year.
Order Revisions (Credit requests)
Company must submit all revisions to
volume licensing true-up and/or add-on
Customer purchase orders within 60
calendar days of Microsoft's original invoice
to Company.
In no case
will Microsoft allow purchase order revisions
after 60 calendar days if the request is
submitted in a new Microsoft fiscal year.
All order adjustment requests
must include supporting Customer
documentation as required by Microsoft and
are subject to Microsoft’s review and
approval.
Any invoice amount
not subject to an order adjustment submitted
and accepted by Microsoft will remain due and
payable on the payment due date stated in
Microsoft’s invoice
Microsoft may decide
at its sole discretion to charge 5% handling
fees for any purchase order revision
submitted and approved after 60 days.
Any adjustments
to the original order quantities on the
Channel or Customer Price Sheet (CPS) will
not be accepted.
Disputed Amounts All claims for disputed amounts All claims for disputed amounts

means all amounts for which the Company must be delivered and substantiated in not contested will be considered waived by
has a good faith reason to contest. writing as required by Microsoft within Company.
25 days of the claim arising.

If Company disputes any individual item(s) Disputed Amount Unless properly disputed

invoiced by Microsoft: must be submitted through the Call Microsoft will expect full payment in line
(i) Company remains liable to pay as normal Logging Tool (CLT) to be considered with the process and times defined in
for all non-disputed items on the invoice, properly disputed. the guides or on the invoices.
and
(ii) details of the disputed item or claim must
be notified to Microsoft within 25 days of
the date of the invoice.
 Example Example

Schedule A
Standard Payment Terms
Standard Payment Terms
Direct EA (Customers)
(Resellers)

Country/Region Country/Region
Asia Pacific, Australia Australia
and New Zealand

Payment Terms Payment Terms

Net 60 calendar days Net 30 calendar days