Contract Renewal Process Guidance
Partners who have Cisco Shared Support, Cisco Collaborative Services and Cisco Brand Resale Contracts with Cisco
Renewing service contracts on time is very important in order to ensure products are continuously covered for service and support, to ensure that your customers can be continuously supported, and that you have the best opportunity to maximize your own performance and discount under your programme with Cisco. As a Partner using Cisco Shared Support (CSSP), Collaborative Services (CTS) and Cisco Brand Resale (CBR) services I would like to remind you of the policy you should adopt for Renewing your Service Contracts with Cisco.
Note: Renewal within this document also means Conversions where these are 1st year contract renewals.
As you are aware, I am very keen to ensure that we treat all of our Partners fairly. An element of this is the enforcement of rules within the CSSP/CTS & CBR programmes.
Throughout our FY2008 period, August 2007 – July 2008, we will monitor Partners performance related to contract Renewals. We will expect all of our Partners to manage their own performance as per policy, as we will not be able to make any exceptions during the end of year review process if contracts have not been renewed correctly.
Please can you ensure that the employees within your organization who are responsible for your contracts with Cisco are aware of the policy guidelines, below.
1. Correct Renewals process:
· Renewal quoted and ordered beforethe service expiration date
You create renewal quotes and order them prior to the expiration date:
PMC:Renewal will show in PMC in due time.
TAC/RMA access: no interruption/no risk
· Renewal quoted before the service expirationdateand convertedwithin 60 days after quotecreation
You create renewal quotes and order themwithin60 days after the quote is created:
PMC:Renewal will show in PMC in due time.
TAC/RMA access: no interruption/no risk
2. Incorrect renewals process with consequences on PMC and service and support
· Renewal quoted and orderedwithin the 60 day "Overdue period"
If youarelate in renewing your service, the "Overdue period” of 60 days allowsyouto renew online through SCC or CSCC and backdate the contract to the original end date. The Cisco Quoting team can also provide the quote as long as products are still "Overdue" and will create Renewal quotes with the start date - service end date + 1 day:
PMC: Renewal will show in PMCwith a delay
TAC/RMA access:Risk of not receiving service due to your contract showing as Overdue in our systems.
· Renewal quoted within the 60 days "Overdue period" but ordered after the 60 days “Overdue period”
If you create a Renewal quote during the 60 days “Overdue period”, but order the quote AFTER the 60 day Overdue period, the order will NOT show as a Renewed contract but will show as a NEW contract.
PMC: PMCwill not recognise the order as Renewal, but as NEW – these orders will NOT count as Converted or Renewed contracts for end of year metrics purposes.
TAC/RMA access: Productswillshow expiredunder the contract and you will not receive service or support until your New contract is established on the system.
· Renewal quoted after the 60 day "Overdue period"
Ifyou wait more than 60 days after the expiration date, contracts can still be quoted and ordered but as a NEW business order and cannot be backdated.
PMC: The New contract will not count in your PMC metrics
TAC/RMA access: You will not receive service and support during the period between the initial contract expiry date and the new contract start date.
Notes
a) You will be notified after the end of each Cisco quarter if we believe your PMC Conversion / Renewal metrics are reflecting incorrect values due to error in our systems.
Cisco will periodically review Renewals that are processed outside of the correct Renewals process. If we recognise that PMC is reflecting data incorrectly, we will adjust PMC in order to reflect your true Conversion & Renewals metrics.
b) In orderto ensure smooth renewals you will receive your renewable base report monthly at least 30 days before the expiration date.
Could you please cascade this letter to people in your organization who are responsible for Cisco Shared Support and Cisco Brand Resale contract renewals. If you have any further questions please contact your Cisco Account Manager.
You can check your PMC status and download your reports on
http://tools.cisco.com/CustAdv/PP/smSelectPartner.do
Conversion and Renewal Policy – reminder to Partners, November 2008, Europe Theatre