1-Australia Tier Cloud Solutions ProviderCapability RequirementsDescriptions– Microsoft Confidential

This document details the Cloud Solutions Provider program capability requirements, capability requirements descriptions and measurement metrics to be used for evaluating partner capabilities for participation in the program.Program retention requirementsare metrics a partner must attain within year one of onboarding to the program in order to continue participation.

Details of the Cloud Solutions Provider program are confidential. Submission of questionnaire and business plan in no way guarantees acceptance into the Cloud Solutions Provider program. Microsoft reserves the right to cease review of a partner nominationor change its review process or criteria without notice at Microsoft’s discretion, or terminate a partner’s Cloud Solutions Provider status.

Capability Requirements / Description / Measurement
Marketing
Significant local reach
(customer reach) / Reseller must have proven existing customer base to sell Microsoft Online Services. Indicators of a strong local presence include number of offices, number of employees in Australia and total number of customers (both Microsoft and non-Microsoft) in the relevant area of business. / Number of customers with at least 1 transaction over the last 12 months
Average annual revenue per customer
Total # of employees in Australia focused on Cloud business
Lead generation engines / Partner must provide details around the lead generation tools and/or activities that will be primarily used.
Lead generation engines are tools and activities that partner uses to build sales run rate. These tools and activities may include CRM-based systems, company portal, marketing campaigns, telesales, and partner events. / Primary lead generation tools and/or activities
Average number of leads per month (over the last 6 months)
Sales
Cloud Competency, Certifications, & Sales Training / Partner must be enrolled in at least one relevant Gold competency before partner can be accepted into the Cloud Solutions Provider program.
Eligible Competencies for Office 365 and Intune:
  • Small & Midmarket Cloud Solutions
  • Cloud Productivity
  • Messaging
  • Collaboration & Content
  • Communication
  • Devices and Deployment (Intune)
In addition to competencies, partner can also share relevant certification and sales training to demonstrate sales capabilities. / Name(s) of competencies and other relevant certifications and sales training
Pre-sales support resources / Partner must demonstrate they have adequate number of trained resources to provide pre-sales support to their customers and resellers. / # of qualified employees providing sales support in Australia (list competency, exams or other training method to explain qualification)
Annual business plan / Annual business plan submission is required to be considered for the Cloud Solutions Provider program.
Annual business plan defines partner’s first year execution plan,Microsoft Cloud Services sales through the reseller, demand gen and run rate, as well as support and billing resource plans. / Annual Business Plan document for Australia
Pipeline visibility mechanism / Partner systems that allow sharing of pipeline information with Microsoft. The purpose of this requirement is to ensure Microsoft has visibility into partner sales plans. / Partner Questionnaire
Billing and Provisioning
ABN / Existing and net new partners are required to have an MPN profile in order to participate in the Cloud Solutions Provider Program, and must provide their ABN as part of the sign-up process. / Partner Questionnaire
Credit review or credit check / As standard Microsoft policy, all partners will go through a credit review by WW Online Credit Services (WOCs)including payment history review for existing partners and a full credit check for new partners.Based review outcomes, WOCs sets appropriate credit limits accordingly. / WW Online Credit Services (WOCs)credit check/review process
Anti-Corruption checks(net new partners only) / Only net new partners to MPN will be required to go through an Anti-Corruption check via Operations Dun & Bradstreet vetting process for validation. / Pass/Fail as per Microsoft vetting process
Billing infrastructure and operations / Partners must demonstrate the capability to manage end-to-end customer billing operation.
Partners will provide qualification answersregarding the current and future state of their invoicing capabilities, frequency and capacity. They will also provide input on their capability to integrate APIs into their existing systems. / Confirmation of frequency, infrastructure and systems support for billing through Partner Questionnaire
Deployment, Enhancements and Solutions
Deployment capability to deploy Microsoft Cloud Services / Partner must demonstrate capabilities to help customers deploy and use Microsoft Cloud Services. Measures to assess deployment capability include Microsoft competencies, certifications, and training. / Name of competency, certification and any other relevant training
Support
24/7 end-customer support (billing & technical) / Partner must have a proven capability and track record of providing 24/7 end-customer billing and technical product support and has the processes and SLAs that frame this support fully documented and maintained to generally recognized industry standards. / Escalated Incident Rate per month if existing relevant offering in the Australia
# of qualified tech staffed and level of training as reflected by competencies and certifications
Confirmed local language support
Customer tech support via website, phone, chat, and other channels
Partner reporting on support volumes (cases opened, cases closed, cases escalated) if relevant offering in Australia
Premier Support for Partners (PSfP) - Recommended / PSfP is a flexible, managed support offering that can help grow a partner’s business, drive a more productive relationship with Microsoft, and accelerate a partner’s ability to provide service and support to customers with Microsoft technologies across the entire partner engagement cycle.
PSfP is highly recommended, but not required. / PSfP contract
Service Experience
Customer Lifecycle Management (CLM) processes to drive usage and adoption, up/cross-sell (CRM) / Partner maintains the systems, tools, personnel resources and processes needed to ensure customer retention, renewal as well as upsell and cross sell. These systems include business intelligence and analytics as well as CRM and ERP systems. / Partner Questionnaire
Retention Requirements– Demonstrated partner performance within first year of onboarding to the program.
Net paid seat adds in year one of participation (Mature/Emerging) / Successful CSPP participants must be achieving an annualised run-rate sales volume of at least 5,000 licensed units by June 2015, with a minimum sales volume until that June 30th inclusive of 3,000 licensed units. Continuing participation in the CSP programme will be contingent on these committed volumes being attained and a review of all participants will take place in July 2015. If the agreed sales volume is not met, continuation within the CSPP may cease. / Office 365 seat commitment
Measured after the first year of sales (12 months after onboarding to the program)
Incident Reports to Microsoft per month (1 IR per 2,500 seats) / To ensure partners are providing technical and billing support at the appropriate level and on a consistent basis, the number of monthly incident reports per 2,500 seats threshold will be measured. / Support Health Scorecard from Microsoft Support

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