Software Support Partner Program Guide Asia Pacific and Latin America Regions

Transcription

1 January 2018 Software Support Partner Program Guide Asia Pacific and Latin America Regions Rules of Engagement Rev 5.1

2 Contents Introduction... 3 Registration and Eligibility... 3 Program Eligibility... 3 Performance Requirements... 4 Performance Improvement: Probationary Status... 4 Business Support Agreement... 4 Pricing and Compliance... 4 Changing Assets... 5 Yearly Price Uplift... 5 Quoting and Ordering... 5 Incumbent Quote Delivery... 5 Forecasting... 5 Quote Amendments... 5 Quote Accuracy... 6 Cancellation Letter... 6 Dormancy Letter... 6 Migrations... 6 Upgrades... 6 Order Processing... 6 Customer Onboarding... 7 Customer and Partner Information Requirements... 7 Expired Contracts... 7 Returning to Support... 7 Expired Quotes... 8 Winback Policy... 8 Premier Support and FlexCare Offerings... 8 Gold and/or Platinum Resellers... 8 Incumbency and Transition Business... 8 Helpful Links... 9 Appendix Appendix Appendix

3 The Former Software Division of Hewlett Packard Enterprise is now part of Micro Focus Partner ecosystem now includes former Hewlett Packard Enterprise Software Partners. From now until Fall 2018, both programs will continue to operate separately as the Micro Focus Partner Program and the Software Partner Program. This document applies to the Software Support Partner Program and as such all references to Software contained herein and aligned to the Software Support Partner Program. References to Software in this program guide refers collectively, and individually where appropriate, to EntIT Software LLC in the US, and to its affiliate Entco, Entcorp, Entsoft or other entities worldwide. Introduction This Program Guide, Rules of Engagement, supersedes any previous Hewlett Packard Enterprise Software Support Partner Program Rules of Engagement, Operations, Program or Relationship guides. This document outlines a set of program requirements for authorized Resellers and Distributors who were previously registered participants in the Software Support Partner Program, and wish to resell renewals for the following Software LLC product portfolios in the United States, Canada and EMEA Regions: IT Management (ITM), Security, Platform (Vertica and IDOL), Data Protector and TRIM (IM), and Adoption Readiness Tool (ART) as outlined in the Software Product Line Table in Appendix B. The Rules of Engagement will cover: Registration, Eligibility and Performance Metrics for Partners Pricing and Compliance How to Resell, Quote, and Order Software Support Renewals Incumbency and Transition Business For a detailed list of Software product portfolio offerings, please visit the Software Partner Community. This Program governs the sale of Software Support Renewal Contracts by the Partner Types Outlined in Appendix 3. This program does not govern new license Software agreements or the sale of Up Front, Year 1 Support Contracts. Within this document the term Tier 1 refers to reseller programs that process renewals directly with Software. Tier 2 refers to reseller programs that process renewals through an authorized distributor. Distributor refers to an authorized distributor. Partner refers to all three Partner types: Tier 1, Tier 2, and Distributor. Registration and Eligibility Program Eligibility Program eligibility is comprised of two parts: renewal performance and training completion. The Partner must meet these minimum requirements: 1. Partner must achieve a rolling four quarter renewal rate of 90% or greater to stay in good standing. 2. Partner Named Renewal Representatives must complete the Software Support Partner Program Enablement Training. Software Partner Support Delivery Programs (SVI) require that additional achievements must be attained. Please refer to the appropriate program document for additional details.

4 Partners who have achieved Silver program status in the Software Partner Program may apply for the Program at using the registration template. The application process will require a business plan review. Partners can request a customer onboarding template by ing: Software Support Partner Program Team. Performance Requirements On a quarterly basis, Software will assess each Partner s renewal performance relative to the Software Support Partner Program Requirements. If a Partner is not in good standing, as defined herein, Software reserves the right to quote business directly, remove or suspend program eligibility and/or place a Partner on a probationary status. Available to Renew (ATR): ATR is a term that refers to the complete scope of business for a Partner to renew. This includes a list of renewal transactions based on initial sales by the Partner to an end customer (incumbent business). Incumbency with ATR: Incumbency is defined as the current procurement responsibility of the Tier 1 or Tier 2 Partner, for the end customer. The incumbent is typically the Partner of record who has processed the most current renewal of a particular support contract. If the Tier 2 reseller is not documented with Software, the Distributor will act as the incumbent. Rolling four quarter Renewal Rate: Rolling four quarter renewal rate is an ongoing metric that is calculated by dividing the value of support renewals booked in the prior four fiscal quarters by the Partner s Total ATR for the prior four fiscal quarters. Rolling four quarter renewal rate will be reported on a quarterly basis. Performance Improvement: Probationary Status Software s intent is to assist Partners in achieving on-time renewals. Should a Partner not maintain a rolling four quarter renewal rate of 90%, the Partner may be placed in a probationary status. Probationary status will result in required regular pipeline reviews, direct contact with end customers by Software, ineligibility for transition business. Partners may end their probationary status by achieving a 90% rolling four quarter renewal rate by the end of the probationary quarter. Business Support Agreement The Micro Focus Business Support Agreement describes the support, maintenance services, and terms and conditions by which Software provides Support to all its customers. Pricing and Compliance Software utilizes Vendor Specific Objective Evidence (VSOE) as a compliant pricing methodology that focuses on the fair market value of an item sold individually, as opposed to the assigned sales value of the item sold as part of a multiple-element bundle. VSOE establishes a minimum and maximum price for an item. Renewal quotations are categorized in two ways, Below Deal Size and Above Deal Size. Below Deal Size (BDS): BDS is when the list price of the combined product and one year maintenance of a sale is less than a pre-defined threshold. The pre-defined thresholds may vary by product and region as outlined in Appendix 1. BDS maintenance rates are derived as a percentage of Current List Price (CPL), regardless of what the actual license sales price was. Above Deal Size (ADS): ADS is when the list price of the combined product and maintenance of a sale is more than a pre-defined threshold. The pre-defined thresholds may vary by product and region as outlined in Appendix 1. ADS maintenance rates are derived as a percentage of Net Price of the original sale.

5 At the time of renewal, a reduction or merge of assets could impact the status from ADS to BDS. If an existing ADS transaction is renewed by a different Tier 2 Reseller, pricing could also be affected. Please refer to section Transitions for additional details. Security Specific Compliancy: All Software Security support quotes are derived as a percentage of Net Price of the original sale, regardless of the size of the combined product and one year maintenance. There is no concept of BDS or ADS with regard to Software Security renewals. Changing Assets If changes are made to a quote, such as adding/removing assets from a renewal quote, change quantities on a SAID, merge SAIDs together, or reseller/distributor changes, pricing may be impacted. In an ADS scenario, Software will estimate pricing based on original discounts and current rate. If the changes result in an ADS moving below the ADS threshold, the review will be done based on product list price. Yearly Price Uplift Software reserves the right to increase pricing on a yearly basis over prior year s support cost. Not raising fees in any given year or years, is not a waiver of Software s right to do so. Quoting and Ordering Eligible Partners have the opportunity to manage end customers software renewals for license transactions they have sold. All Tier 2 Partners must receive quotes and procure through a Software certified Distributor. Distributors, and Tier 1 Partners may receive quotes and procure directly from Software. Available to Renew (ATR) Report: The ATR Report lists the incumbent contracts and their value that are available to renew for the complete Software Fiscal Year (FY). Incumbent Quote Delivery Asia Pacific Region: Renewal quotes are sent out by a Support Sales Representative 60 days in advance of expiration. Latin America Region: Renewal quotes are sent out by a Support Sales Representative 60 days in advance of expiration. On behalf of their customer, an incumbent Partner can request approval to receive quotes that are up to 180 days from expiration to co-term existing agreements. Please work with your Support Sales Representative for the appropriate approvals. Forecasting Forecasting of renewals sales is required by Software. All Partners (Tier 1, Tier 2, Distributor) performing renewals must provide weekly forecast reports to your Support Sales Representative. Software can provide a forecasting template. Quote Amendments Product quote changes can be requested directly from your Support Sales Representative. Proof of Support (POS) or Proof of Purchase (POP) is required to change or add any part numbers onto a Service Agreement ID (SAID) that were not part of the original purchase. Part numbers delivered on support renewal quotes must stay the same. Swapping part numbers to achieve lower pricing or with any other intentions is not permitted. Migration and other forced part number changes are permitted.

6 Quote Accuracy In order to process quotes in a timely manner, accuracy of information is critical. Data points such as assets, service level, and support term, need to be accurate and comprehensive. With the exception of a first renewal, if any of the above data points are inaccurate upon quote delivery, please submit a Re-work request into Software through your relevant quoting channel. Re-work designation is key so we can track our quote delivery accuracy. Software can provide an Install Base (IB) Report, which contains a list of all contracts under maintenance for a particular customer. IB Reports can also help to identify original Proof of Purchase records. Due to privacy purposes, these reports can only be requested directly to the Support Sales Representative by the end customer. Cancellation Letter Should an end customer decide not to renew a support contract, a signed cancellation letter must be provided from the end customer that outlines their intent to no longer maintain an active support contract. It is the responsibility of the Partner to collect the Cancellation Letter and forward to their Support Sales Representative. Dormancy Letter A dormancy letter is a signed document from the end customer that is used to place licenses in a dormant state. Dormancy letters are available through your Support Sales Representative. Migrations Partners are responsible for checking their renewal quotes to ensure products do not require a migration. To receive notifications for Software new release, obsolescence and migration information, all interested parties will need to subscribe to the appropriate products via Software Alerts. For the latest list of obsolescence and migration programs, please visit Obsolescence & Migrations on Software Support Online. Software reserves the right to charge the Partner an administrative fee when incomplete migration requests are submitted. For migration requests that require SKU changes on a renewal, please submit requests to the relevant team: ITM Migration Assistance Team or Security Migration Assistance Team. Upgrades Base assets must always remain active on support when the upgrade asset is sold. At the time of renewal, please work with your Support Sales Representative to begin the phased approach to renew the upgraded assets. Order Processing Orders must be received by Software prior to the contractual expiration date. Partners are obligated to submit orders immediately after they are received from the customer. Failure to process orders will result in unnecessary administration fees for the customer. The customer will not have access to Software support services until Software has received payment.

7 Customer Onboarding Partner will develop and send a Welcome Packet to each customer following an Software sale or renewal that instructs how to access software licenses, gain technical support, and who to contact for additional Software products within the Partner organization. For customers who have purchased new Software licenses, Partner will contact them via a phone call within ten days of purchase, to discuss deployment plans, how to access software licenses, and gain technical support. Partners can request a customer onboarding template by ing: Software Support Partner Program Team. Customer and Partner Information Requirements Authorized Partners purchasing through Authorized Distributors or directly from Software are required to report the following end customer entity data at the time of order placement: End customer organization name End customer organization street address, city, province, state, and postal zip code End customer contact name, address and phone number Authorized Distributors are required to report the following end Partner entity data at the time of order placement: Partner organization name Partner organization street address, city, province, state, and postal zip code Partner contact name, address and phone number The above requirement applies to new product sales as well as support contract renewal sales. Expired Contracts Once a contract expires, a customer is not eligible to receive support services from Software or an authorized Software Support Delivery Partner participating in a Global SVI program. Support Delivery Partners are not eligible to provide support to end customers without an active support agreement in place. Support contracts not renewed by the contract expiration date will be subject to Winback Policy outlined below. Returning to Support If an end customer renews support after the contract has expired, payment of the following will be necessary to Return to Support: Annual support fee for the renewal term All annual support that would have been paid had support not been terminated Return to Support (RTS) Administrative Fee Please refer to the Micro Focus Business Support Agreement for additional details on Return to Support policies.

8 Expired Quotes If you are in active negotiations to renew an expired quotation and providing regular forecasting updates, please work with your Support Sales Representative to understand the best method for quoting recently expired business. If the Partner and Software agree that an end customer is not going to renew, Software will categorize the business as Lost and requires a Cancelation Letter as outlined above. Any Lost business that becomes active again will require a new renewal quotation. Asset amendment requirements can be submitted in conjunction with the renewal request to avoid multiple interactions. Winback Policy Once a partner contract has expired, it may be categorized as a Winback opportunity. Winback opportunities are assigned to a Software Direct Winback Team. Software reserves the right to pursue these opportunities directly and arrange a purchasing agreement with the customer. Premier Support and FlexCare Offerings For a more personalized support experience, Software offers additional support services to customers. Partners are eligible to quote these offerings to end customers. Due to resource structure, it is imperative that Partners work with their Support Sales Representative to check resource availability and pricing before committing available options. For general information on these offerings, please visit the Software Support Portfolio. Gold and/or Platinum Resellers Partners who have received entitlement (Service Agreement ID (SAID) or Subscription) to assist with pre-sales efforts, may not utilize that entitlement to obtain production support services for themselves or any customer. Misuse of a pre-sales entitlement will result in the Partner being placed in probationary status for up to one year. Incumbency and Transition Business Incumbency: Incumbency is defined as the party with current procurement responsibility for the end customer. The incumbent may be a Tier 1 partner, Tier 2 partner, or Software Direct. If the incumbent Tier 2 Partner is not documented with Software, the Distributor may act as the incumbent. Non-Incumbent Business: Business is categorized as renewal transactions where the procurement of endcustomer s current support agreement changes from the incumbent Partner to new a Partner (Tier 1 or Tier 2) or to Software Direct Non-Incumbent Quoting Approvals: It is within Software s discretion to approve or reject any nonincumbent request for quote. Non-Incumbent Pricing: Any approved active quote to a non-incumbent party will not undermine incumbent pricing. This applies when either a partner or Software direct is the incumbent.

9 Helpful Links Software Support Customer Terms and Conditions Software Foundation Support Datasheet Software Support Online Licensing for Software Alerts on Software New Release and Obsolescence/Migration Services Integrator Partner List (SVI) Software Support Community Forums: Technical Discussion Boards and Blogs Software Product Lifecycle: Product Release and End-of-Life Dates

10 Appendix 1 Deal Size Definitions Segment/Region Deal Size Parameters LAC: ITOM, ADM, IM BDS Below Deal Size <$500,000 LAC: ITOM, ADM, IM ADS Above Deal Size >$500,000 Software Security Products No Deal Size categorization Platform No Deal Size categorization APJ*: ITOM, ADM, IM *except Australia, New Zealand, Japan BDS - Below Deal Size <$600,000 APJ*: ITOM, ADM, IM *except Australia, New Zealand, Japan ADS Above Deal Size >$600,000 Japan: ITOM, ADM, IM BDS - Below Deal Size <$1,000,000 Japan: ITOM, ADM, IM ADS Above Deal Size >$1,000,000 Australia, New Zealand: ITOM, ADM, IM BDS - Below Deal Size <$50,000 Australia, New Zealand: ITOM, ADM, IM ADS Above Deal Size >$50,000

11 Appendix 2 Software Product Line Table Product Product Line Software Security: ArcSight, Fortify 69, 28 IM TH ITM 8S,BA,D1,5G Platform: Vertica, IDOL 6I, A2 SaaS 33, 1W, 9N, CM, FM Glance Plus G3

12 Appendix 3 This program governs all of the Partner types below: Authorized Software Partner Ready Partner Service Contract Sales (SCS): Software Authorized Software Partner that holds an addendum authorizing them to procure directly from Software o o Service Contract Sales-Reseller (SCS-R): Partners that are Software Authorized with a direct support renewal procurement relationship with Software Service Contract Sales-Distributor (SCS-D): Software Authorized Distributors with Tier 2 Partners selling Software support agreements to end customers Software Services Channel Program (SSCP): Software Authorized Software Partner that holds and addendum authorizing them to procure directly from Software o o Software Services Channel-Reseller (SSCP-R, ASMP-R): Partners that are Software Authorized with a direct support renewal procurement relationship with Software Software Services Channel -Distributor (SSCP-D, ASMP-D): Software Authorized Distributors with Tier 2 Partners selling Software support agreements to end customers Authorized Software Partner Ready Tier 2 Partner, that resells support contracts through one of the Software Distributor programs (SCS-D, SSCP-D, ASMP-D). Authorized Software Partner Ready Partner that sells a support contract for any of the Software product lines listed in Appendix 2.