Dear CSP Partner, Congratulations! Your CSP Agreement is now active and we would like to thank you for joining Microsoft s CSP Program through Insight. The Insight CSP Program enables you to transform your business through the ability to own the technical, support and billing relationship with your customers. Through this program you will be able to log on, manage your resources, add and/ or remove users or services and invoice your customers. Not only will this unique Program enable you to integrate Microsoft Cloud solutions into your Cloud offering to your customers, but will also give you the ability to directly provision, manage and support your customer subscriptions all from Insight s Cloud Management Portal. All of this in a program that is incredibly flexible, easy to use and allows you to be invoiced on provisioned licenses. This CMP Operations Manual will assist you through the first operational steps of getting started as a CSP Reseller and getting your first customers online. Please read this manual and complete all steps to ensure you onboard successfully. The product offering will continuously expand, with solutions like: Office365, Azure, EMS, Intune and CRM online being available for you today. But many products are expected in the nearby future. So keep a close eye on our communication and social channels such as Twitter, LinkedIn and YouTube. If you have any further queries that are not answered in this guide, please contact your dedicated Account Manager. Best regards, Insight CSP Team
Why Insight? Technical Support UK Call Centre. 2nd line support included during standard work hours Training & Education (Drumbeat and Insight Events) Tooling & Management (Insight CSP Portal) Differentiating 3rd party add-on solutions (i.e. Skykick) Benefits of CSP Cost-effective & Flexible Customise your solution based on company needs Easy automated Billing one monthly bill Self-provisioning Choose what SKU you want One simple Sign-up process Live in just a few clicks Easy to manage via the Cloud Management Platform and Insight s CSP Dashboard
Your CMP Account is now active! You now have access to Insight s Cloud Management Platform Logging into the Cloud Management Platform Step 1. You will have received an email notification from our CSP Admin Team with your CMP Log in details where you will be require to reset your password. Step 2. Go to your country specific CMP log in page Austria Portal: https://cp-at.eurocloud.insight.com Belgium Portal: https://cp-be.eurocloud.insight.com France Portal: https://cp-fr.eurocloud.insight.com Germany Portal: https://cp-de.eurocloud.insight.com Italy Portal: https://cp-it.eurocloud.insight.com Netherlands Portal: https://cp-nl.eurocloud.insight.com Sweden Portal: https://cp-se.eurocloud.insight.com Switzerland Portal: https://cp-ch.eurocloud.insight.com Spain Portal: https://cp-es.eurocloud.insight.com UK Portal: https://cp-uk.eurocloud.insight.com Step 3. Log in with the CMP Log in details provided in the welcome email Once you have logged in you will be redirected to your Home Screen.
Navigating through the Cloud Management Platform Your Home screen will also be your Operations screen. All customer tasks are performed in the Billing screen, to switch to Billing please click the Billing option on the top right. ** Please ensure you have switched to the Billing Screen. Here you will be able to: Create customers, add and manage orders, manage your service plans and check your billing history.
Activate Sales Categories You need to activate sales categories before you can sell any services on the CMP Platform, in order to do this please follow these next steps: Step 1. From the control panel, click the billing icon at the top right then from the left select Service plans Step 2. Select Sales Categories as highlighted below and then click on the category you wish to activate ** To offer all CSP sku s available you will need to activate all available sales categories.
Step 3. Once you have selected the sales category you want to activate you will be taken into the screen below, click Edit at the bottom as highlighted. Step 4. Next you need to select the box which says Show in Customer Control Panel and then Save *** Repeat for each sales category until all of your required categories are activated.
Provisioning a New Customer Step 1. Click on Orders Step 2. Select Create Account and Place Order Step 3. Complete required Information Only Sales Branch" and "Sales Person" fields are not mandatory and Account Type should always be Business
Step 4. Complete all required Customer Information *** Note: Please ensure that you add the correct Billing and Technical contacts, should they differ from the Administrative contacts.
Step 5. Complete Insight Account Number **Note: Please complete the Insight Account Number and MPN ID fields. The UPR field is for Insight internal use only. Step 6. Select a username and generate a password for the customer ** Note: You can either create your own password or the platform will generate one for you by clicking on the "Generate" link
Step 7. Click on the Search icon and select a Service Plan & Subscription Period Step 8. Select Microsoft Account Type If you are adding a new customer please select the Sign up for a new Microsoft account option. Create a subdomain for your customer and immediately check if the domain is available.
If your adding an existing customer on Office 365 please select Use an existing Microsoft account and put in the username and password for an administrator user for your customer s account. Please note that this user must have the global administrator role assigned on the Microsoft portal. This process will generate an invitation that will need to be accepted via the Microsoft portal by logging in to Office 365 with the account used in the previous step. Step 9. Go to Additional Resources to amend the quantity of licenses
Step 10. Select the Resource Step 11. In Payment Method select invoice and click Place Order the order is now generated The order is placed
Making changes to your customers Account Step 1. Make sure you are on the Billing page and select Customers Step 2. Select your customer that would like additional Services Note: Once you click on the right hand side icon under "Actions" you will be redirected to that particular customer s portal
Step 3. Select Account Step 4. The below is where you would make Service and Subscription requests/changes to your customer s Account Clients Web Store Functionalities: Buy More Services - Can add new service plans to a customer s estate Register New Domain - Check and register for new domains Buy additional Resources - Upgrade/Downgrade subscription quantities Change Service Plans (i.e. Upgrading from Exchange Online Only to E3) Client Subscriptions Functionalities: Subscriptions - Where you can terminate or remover subscriptions Registered Domains - Register, transfer and renew domains
Buying New Subscription Step 1. Navigate to your customers control panel and select Account Step 2. Click on Buy More Services and select sales category you would like to buy on behalf of your customer.
Step 3. Select subscription you would like to provision Step 4. Select the subscription period Step 5. Confirm Microsoft Subdomain and Accept the O365 Terms and Conditions
Step 6. To purchase ONE subscription select Place Order or to purchase more than one subscription click on Order Additional Resources Step 7. Choose the category you would like to purchase additional resources for Step 8. Select the resource you would like to modify
Step 9. Input the number of additional subscriptions you would like to purchase and click Next
Step 10. Confirm the total number of subscriptions and payment method and Place Order Order has been placed
Upgrading and Downgrading Subscription Quantities Step 1. Navigate to your customers control panel and select Account Step 2. Click on Buy Additional Resources and select the subscription you would like to upgrade or downgrade
Step 3. Using the + and - input the new total subscription quantities required Step 3. Confirm the total subscription quantity and payment method and Place Order
Editing a basic SKU in the Cloud Management Platform Step 1. Navigate to the Billing screen Step 2. Go to Service Plan under the Products drop down menu, here you will see a list of SKU s available
Step 3. Open the Product List spreadsheet provided to you & from the row of your required product copy the MSRP price Step 4. Go back to the Service Plan page & select the corresponding SKU Step 5. Navigate to the Resource Rates tab
Step 6. Select the product row & go to Mass Edit tab to make changes to the fees. Step 7. In the Recurring Fees tab replace the amount with the corresponding MSRP from your Product List spreadsheet.
Step 8. Select the item row and select save changes Step 9. Basic CSP Resource rates have now been updated
Pricing & Invoicing Insight offers you multiple currencies: EUR, GBP, CHF, SEK and NOK. Within each pricelist you will find a Corporate and Government section. The qualification for a Government customer can be found at Volume Licensing The pricelist will show 2 prices: 1. Reseller buy price: This is the price you pay to Insight which includes a. 2nd Line Support b. Insight CSP Dashboard 2. MSRP: The suggested retail price which is in line with the Microsoft online end-user pricing For example: You start a subscription with 10 seats of Office365 E4 for customer Contoso in June. In the August pricelist you see a price increase for this product. This means that: - Your Office365 E4 subscription for Contoso will be invoiced against June pricing until May of the following year - If you add seats to this subscription in August, June pricing will still apply for Contoso - If you start an EMS subscription for customer Contoso in August, the August pricelist will be applicable as this is a new subscription - If you start an Office365 E4 subscription for customer Acme in August, the August pricelist will be applicable as this is a new subscription The CSP program offers you the highest possible level of flexibility, allowing to scale up or down based on your business requirements. 2 types of consumption: 1. Per user consumption (EMS, O365) 2. Usage consumption (Azure) Once per month, your total number of subscriptions will be measured and invoiced to you. This will be based on 2 components: - The Advanced Charge of the number of seats you have provisioned on the first day of the new month - A credit or debit of the changes on existing subscriptions you have made in the prior month
For example, when increasing seats during the current month - Customer starts month with 15 seats - Customer increases usage with 5 seats on the 19th - August invoice will show an Advanced Charge of 20 seats - Undercharge will be added to August invoice For example when decreasing seats during the current month - Customer starts the usage month on the 4th with 15 seats - Customer decreases usage with 5 seats on the 19th - August invoice will show an advanced charge of 20 seats - Overcharge will be discounted from August invoice Please note that the days prior to the first measurement moment will not be charged in case of a new subscription.
Contrary to above, Azure under CSP is charged based on actual capacity use. Capacity may differ based on the solution you are enabling, therefore this means Azure through CSP does not have the Advanced Charge, nor the free pre-billing timeline. Pricelists are updated monthly and may contain new products, product deletions or price changes. Once you have deployed a subscription for a customer, pricing for that subscription for that customer will be fixed for 12 months. Train your sales on Azure and Office365 Available Resources - Insight CSP Roadshows across Europe (Video s available on YouTube) - FAQ Guides (included in the welcome pack) - 24/7 Access to the latest Microsoft training - Frequently updated and relevant content - An intuitive environment to educate Resellers on how to build or enhance a profitable business around Microsoft products - Chance to give feedback Resellers will have their say via Polls and Forums - Engage with a wide Community of other Resellers to ask questions, share advice and build relationships with your peers - A wealth of supporting educational documents and videos that can be downloaded and accessed offline
Insight Technical Support As a reseller you want to keep a direct relationship with your customer. This also includes answering to any 1st line support. In case your technical support team is unable to answer the query, Insight Managed Service Centre (MSC) will offer the service provider 2nd line support during extended working hours (currently only English is supported) and will escalate to Microsoft if required. End-User Technical Support Process Insight Technical Contact Details Country Contact Telephone Number Contact Email Address Hours of Operation Netherlands +31207975840 365cspsupport@insight.com 8:00-17:30 GMT France +33185653504 365cspsupport@insight.com 8:00-17:30 GMT Italy +390683364803 365cspsupport@insight.com 8:00-17:30 GMT Spain +34935452384 365cspsupport@insight.com 8:00-17:30 GMT Belgium +3228954009 365cspsupport@insight.com 8:00-17:30 GMT Austria +431253006412 365cspsupport@insight.com 8:00-17:30 GMT Switzerland +41225954952 365cspsupport@insight.com 8:00-17:30 GMT Sweden +46853527961 365cspsupport@insight.com 8:00-17:30 GMT United Kingdom +448444723245 365cspsupport@insight.com 8:00-17:30 GMT Germany +4961316244399 365cspsupport@insight.com 8:00-17:30 GMT
FAQ s Who controls pricing to the end user? The reseller controls pricing to the end user. Is there a minimum order quantity? No, there are no minimum order quantities, with the exception of CRM Pro which carries a 5 user minimum set by Microsoft. What kind of support is available for this program? 2nd Level Support available for the service providers in English. Who owns the customer relationship? The Reseller does. Offering Office 365 through the CSP program means the customer relationship is yours to manage. Will I still be recognized by Microsoft when I sell Office 365 through Insight? If you already have an MPN ID (Microsoft Partner Network ID) beause you have sold Microsoft products through other programs, you just need to fill in the related field during the customer provisioning. Once that is done, you can start to benefit from the CSP program right away. Can I bring my customers from the O365 advisory model to this new program? Yes. If you have Office 365 customers in other Microsoft reseller programs, such as Open and Advisory, we can offer you a seamless transfer through the multi-channel program. No need to create a new tenant or do a full migration for each conversion. How does this benefit Customers? Customers can more easily purchase Partner tools, products and/or services with their subscription in one predictable monthly bill. Beyond the inherent benefits of the Cloud, customers will have more frequent Partner interactions which can serve to deepen the relationship. A CSP Reseller signs the CSP agreement. The reseller the sells Office 365 to Customer A. Could customer A resell some of these licenses to customer B? No, this is not allowed. What prevents Microsoft from taking my customer direct? This program was designed to place resellers at the centre of the customer relationship. You own the billing relationship and are established as the first point of contact for your customers. Microsoft will not communicate directly with your customers about the services they purchase through you. Why am I setup with Delegated Admin rights for Customers? As a Reseller in CSP, having Delegated Admin Privileges gives you access to your customers Microsoft Office 365 environments. This gives you the ability to directly support and manage your customers subscriptions.
Useful links Office 365 Product page http://office.microsoft.com/en-us/business/ Office 365 Help/Support pages http://office.microsoft.com/en-us/support/?ctt=97 Office 365 community (http://community.office365.com) TechNet (Office 365 for IT pros) http://technet.microsoft.com/en-us/office365/ hh528489.aspx Office 365 Demo page (https://www.microsoftofficedemos.com/login) Insight CSP Dashboard (https://cspdashboard.insight.com) Azure Portal (http://portal.azure.com) EMEA Hosting Contacts Italy hostingitaly@insight.com + 39 (0) 2 21080210 it.insight.com/buy/hosting Netherlands nlsupport.hosting@insight.com Phone: +31 (0) 555 382 50 nl.insight.com/buy/hosting Belgium hosting.belgium@insight.com +32 (0)2 263 60 20 be.insight.com/buy/hosting France hosting.fr@insight.com +33 (0) 810 606 305 fr.insight.com/buy/hosting Spain hosting.spain@insight.com +34 (0) 91 384 0790 es.insight.com/buy/hosting Austria hosting.austria@insight.com +43 (0) 171 728 302 at.insight.com/buy/hosting Switzerland hosting.switzerland@insight.com +41 (0) 44 878 7608 ch.insight.com/buy/hosting Germany hostinggermany@insight.com +49 (0) 89 94580 316 www.insight.de/buy/hosting Sweden hosting.nordics@insight.com +46 (0) 70 773 53 96 se.insight.com/buy/hosting United Kingdom HostedSolutions@Insight.com +44 (0) 844 692 5454 uk.insight.com/buy/hosting Russia hosting.russia@insight.com +7 (0) 495 653 8222 ru.insight.com/hosting