authorized services management partner—distributor · 2 welcome to the hp services partner...

Authorized Services ManagementPartner—DistributorRelationship Guide

HP Restricted. For HP and Channel Partner Internal Use Only.

2

Welcome to the HP Services Partner ArchitectureProgram. This document is a guide to participating inthe Distributor segment of the Authorized ServicesManagement Partner relationship (ASMP-D) of the HPServices Partner Architecture Program. It contains:

• An overview of the ASMP relationship, and theDistributor segment in particular, including therelationship segment’s definition and goals

• Program benefits

• Requirements/qualifications for participation

• HP responsibilities

• Partner responsibilities

• Principles of interaction

• Discounts and fees

• Resources

• Appendices

The Authorized Services Management Partnerrelationship has been specifically designed to deliverimpressive benefits to all of the parties involved:

• Your resellers access the support they need to helpkeep their customer’s critical IT environmentsoperating at their best.

• You help your resellers build their business by notonly selling them HP Care Pack service packages,but also helping them to manage their customers’service process, including converting warranty andrenewing contracts. This ongoing presence in theaccount typically leads to more sales of bothproducts and services in the future. If you are alsoauthorized to distribute HP enterprise products(that is, you are an enterprise channel partner, orECP), then, as an ASMP-D, you can help HP respondto requests for Statement or Work (SOW) basedquotes from partners participating in the AuthorizedSolution Sales Partner (ASSP) relationship.

HP Services commits to building long-term, beneficialrelationships with customers and partners. We hopethat your participation in the Authorized ServicesManagement Partner relationship makes it easier foryou to reach your sales, revenue, customer satisfaction,and business goals.

Authorized Services ManagementPartner relationship overviewDefinitionThe Distributor segment of the Authorized ServicesManagement Partner relationship (ASMP-D) isdesigned for HP authorized distributors who wish tohandle transactions for the management of annuityservice contracts and for the conversion of warrantyobligations into contracts on HP-branded products. HPServices, or a qualified HP authorized, channel-neutralthird party, then delivers services for all service eventsrelated to the products covered under the agreement.The types of service contracts the tiered reseller of anASMP-D is able to manage are dependent on the HPproduct authorization(s) obtained by the attachment ofthe appropriate product specific addendum to thetiered reseller’s BDA.

GoalsThe objective of this level of authorization is to increasethe number of warranty conversions, contract renewals,and sales of post-warranty services by entrusting thosetasks to eligible HP partners who are closer to theircustomers than is HP. This makes it easier and moreefficient for partners to respond to their customers’service management requirements.

RequirementsRequirements for participation in the ASMP-Drelationship segment begin with those required of ourU.S. partners participating in the ASMP-R segment:

ResponsibilitiesHP responsibilities

Distributor responsibilities

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• Complete product registration/service entitlementregistration:

– Notify HP Services of all configurations sold withthe following services:

• Packaged (Fixed and Flexible HP Care Packservices)

• Supplemental

• Options

• Bundled

For example, when a system is sold with a Flexible HPCare Pack service, the ASMP-D system handle must beincluded with the HP Care Pack order so that theup-front package will automatically be set up to berenewed by the ASMP-D. In accordance with the HPSSales Engagement Model described in the section onPrinciples of interaction, HP Care Pack FlexibleServices, resold to any customer (including those in theStrategic and Enterprise customer segments) by aparticular ASMP-D, will, if HP is properly notified bythe partner using the process described above,generally be coded for renewal by that ASMP-D.

• ASMP-D is responsible for setting their customers’expectations that ASMP-D will be renewing theirservices that are sold with products or soldseparately from products (for example, HP Care Packservice or Day 1 contracts, respectively)

• Requests for conversion, renewal, or Day 1 quotesshould include:

– System configuration

– Details of service obligation, including serialnumbers, part numbers, and HP Agreementnumbers

– Customer contacts expiring services based ondates

• Provide a centralized service manager as a focalpoint through which all service requests to HP arefunneled

• Provide central procurement for all HP services

• Train your sales force on HP-branded serviceproducts and contractual support services

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* SPA calculates prices based on the products entered and the support configured. HP reserves the right to validate the configuration enteredwhich may result in a change to the configuration and pricing.

HPS Sales Engagement ModelPredictability in an advanced service selling environment

Enterprise(includes a portionof Enterprise Tier 2)

Commercial (includes a

portion of Enterprise Tier 2)

SMB

Customer Segment

HP Care Packpackagedservices

HP Care Packpackagedservices

Partner sellsHP Care PackServicesattached tohardware

Packaged

New technology servicesConversionsto contracts Renewal technology services

First-time renewalsDay 1 contractor statement ofwork-based quotefor project services

Tiered reseller ofASMP-D can sellnew contractswhen customerchooses partner(see Page #6)

Tiered reseller ofan ASMP-D canconvert HP CarePack services theyoriginally sold andregistered (influencerfee applies ifcustomer requestsservices be addedto existing MSA)

HP will pursue existing contract renewalswhile ASMP-D renews contracts that theycurrently manage

Existing renewals

Reseller of ASMP-Drenews servicesthey sell and haveregistered forpartner renewal

HPS will selectively migrateHP existing contract renewalsin SMB segment to ASMP-Dsduring 2006

Strategic

Reseller of ASMP-D can sellnew service agreements andconvert services they originallysold and registered (influencerfee applies if customer requestsservices be added to existingMSA). There are specialguidelines for migration tochannel

Customerfacingpartner mayreceiveinfluencerfee for newcontractualservices soldby them butadded toexisting HPMasterServiceAgreement(MSA)contract

Principles of interactionPurposeThe purpose of these principles is to clarify how HPwill work with you in managing HP service contractsand the standards by which an ASMP-D is heldaccountable to HP for growing the servicesmanagement business as a partner to HP. The intent ofthe Distributor segment of the ASMP relationship is toenable the growth of the HP Services contractualinstalled base through tiered resellers, not to shiftcurrent HP Services business in Strategic and Enterpriseaccounts from HP to HP partners. Additionally, HPdoes not support an unnecessary shift of businessbetween HP Partners.

New businessHP’s preferred method for new Technology Services(TS) sales by resellers is the attachment of packagedservices at the time of product sale and this methodwill be supported by the HP field and installed basesales teams (even in Strategic and Enterprise customersegments). In the event that a customer prefers to“add” the same services to their existing HP MasterService Agreement (MSA), the tiered reseller of anASMP-D can register the opportunity within thePartnerONE Influencer tool and, by working with theappropriate HP direct sales team, earn an influencerfee for jointly supporting the sale of these services toour mutual customer.

Unless the customer specifically chooses to purchaseDay 1 support contracts from the customer-facingpartner, the tiered reseller of an ASMP-D may onlyengage in new service agreement selling either inconjunction with the selling of new HP solutions orduring the conversion of initial product support

(products under the product warranty, extendedwarranty, or expired warranties) to service agreements.The tiered reseller of an ASMP-D may, however, applyfor an influencer fee for selling the customer a newcontractual service that is added to an existing MSA.The policy described above also extends to the sellingof Statement of Work based project engagements.

Installed base• The market reality is that HP named accounts in the

Strategic and Enterprise customer segments holdMaster Agreements that typically include highdiscounts directly from HP, so these accounts may notbe a good target market for partners operating in theASMP relationship. To check if one of your accountsis on this list, please contact your HP salesrepresentative.

• HP customers may choose to have their portfolio ofsupport contracts managed by both HP direct salesand one or more tiered resellers of an ASMP-D(however, customers need to be aware that specialcare must be taken when purchasing an “extension”to a computing environment that is supported by aHP Mission Critical or Proactive Services Corecontract managed by another entity)

• HP will not normally accept a request to migrate acurrent ASMP-R service agreement to either anotherASMP-R or a tiered reseller buying HP servicecontracts from an ASMP-D. Should this occur, HPServices America reserves the right to hold back allASMP-R or ASMP-D discounts for a period of oneyear.

• The tiered reseller of an ASMP-D is not authorized toassign an HP services agreement to another businessdevelopment partner.

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• The sale of a combination of a packaged serviceand a contractual service is NOT recommended(for example, three year package + one-year serviceagreement to meet a four-year customerrequirement). ASMP-Ds should work with their HPsales rep to determine if a packaged service isavailable that will meet the customer’s needs. If apackaged service is unavailable, the ASMP-D shouldquote a service agreement for the appropriate term.Sales of a combination of a packaged service plus aservice agreement would need to be approvedthrough an exception process.

• An ASMP-D must restrict its tiered resellers fromselling HP contractual support services for hardwareor software products (called “add-ons”) that will bephysically attached to, or installed on, a systemwhich is covered by a contract not managed by theASMP-D. In such cases, the tiered reseller of theASMP-D may still facilitate the addition of those newproducts to the customer’s existing MSA and claimthe appropriate influencer fee on the first-year ofincremental support charges. The sale of additional“extensions” to an existing HP Mission Critical orProactive Services contract, not already managed byASMP-D, is predicated on properly referencing thecustomer's existing Core proactive contract at thetime a quote for the “extension” is requested.

Cancellations• HP service agreements with an ASMP-D will be

executed for a minimum initial period of 12 months.Cancellations are available after the initial 12-monthperiod upon 30 days’ written notice.

• HP Software Support: You may choose to cancelSoftware Support orders or delete Software Productsfrom Support effective at the Software's next Supportrenewal date upon sixty (60) days prior notice. Feeadjustments will become effective at the Software'snext renewal date. HP may discontinue Support for

Software and specific Support services no longerincluded in HP's Support offering upon sixty (60)days notice.

For more information on Software Support Terms andConditions:http://www.hp.com/hps/custdocs/us/index.html

Contract consolidation in Strategic and EnterpriseaccountsThe consolidation of multiple service contracts,currently managed by both an ASMP-D and HP directsales, into a single contract managed by an ASMP-Dwill be considered under the following conditions:

• The customer must request the consolidation in aletter to HP and price must not be the determiningfactor for the consolidation request.

• HP client business manager or account managerapproves.

• End-user discounts are negotiated between customerand partner.

• The consolidation, which would occur at annualcontract renewal or at the end of any applicablemulti-year agreement period, must be made aminimum of 60 days prior to contract expiration.Also, the consolidated contract must close prior toexpiration of the original direct agreement.

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Contract consolidation or migration in CommercialaccountsThe consolidation (as defined above) or migration ofan HP managed service contract to an ASMP-Dmanaged contract will be considered under thefollowing conditions:

• The customer must request the consolidation ormigration in a letter to HP and price must not be thedetermining factor for the consolidation request.

• The consolidation or migration must be triggered bya compelling new business event, such as growth innew HP product and services business, growth in HPservices business with additional objects of service oradditional services, or product replacement ortechnology refresh.

• End-user discounts are negotiated between customerand partner but HP will not extend additionaldiscounts to support the migration of direct contractbusiness to the channel.

• The consolidation or migration, which would occur atannual contract renewal or at the end of anyapplicable multi-year agreement period, must bemade a minimum of 60 days prior to contract

expiration. Also, the consolidated or migratedcontract must close prior to expiration of the originaldirect agreement.

• Approval for consolidation or migration will comefrom the U.S. Channels installed base salesmanager.

• The tiered reseller of an ASMP-D is deemed eligibleto manage support contracts based upon theirproduct authorization. In other words, the tieredreseller of an ASMP-D must be authorized to resellthe hardware or software product that is supportedby the service contract they are managing, and theASMP-D must be authorized to distribute the HPproduct line to be supported.

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Services availability matrixThis matrix is subject to change. ASMP-D must review the most current version of the ASMP-D Relationship Guidewhich is available from the HP Partner Portal at http://www.hp.com/partners/us or an HP Services SalesSpecialist. Technical datasheets for services are available at the HP Partner Portal athttp://www.hp.com/partners/us or from an HP Services Sales Specialist. Project-type services will bedocumented in a statement of work to be made a part of this agreement.

Please sell HW/SW packages whenever HW and SW is being supported.

HP Services and Support Offerings*** ASMP Reseller ASMP-Distributor

Standard (non-critical) HW and SW Support Services

Support Plus – HA109AC

Support Plus 24 – HA110AC

Proactive 24 – HA111AC

Proactive Essentials – HA326AC Unlimited

Proactive Essentials – HA327AC Per Incident**

Proactive BladeSystem Services – HE805AC

Select (critical) HW and SW Support Services

Critical Services – HA112AC

HW Only (all are non-critical) Support Services

Next-Day HW Support – HA101AC

4hr 13x5 HW Support – HA103AC


4hr 6hr Call To Repair – HA105AC


Education Service – HA119AC

Recover All – HA166AC

SW Only (all are non-critical) Support Services

Support – HA106AC

SW Support 24x7 – HA107AC

SW Updates – HA108AC

Project-based Services (eligible for ASSPs only)

HP Express Consulting

X

X

X

X

X

X

X*

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X*

X

X

X

X

X

X

X

X

X

X

X

* ASMP Resellers and Distributors must employ at least one HP STAR-certified critical services sales professional to include these HP advanced servicesin their services offering.

** ASMP discount does not apply to HP Services per incident offers.

*** Although they carry an HP product number, coverage for some Cisco equipment is expressly excluded from the ASMP relationship.For more information, contact your HP Sales Service Representative.

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• A change in equipment location during the term ofthe multiyear purchase order may impact taxabilityof Services charges. Orders paid in advance maybe subject to an invoice adjustment in the event ofsignificant changes in equipment location during theterm of the multiyear purchase order. A significantincrease in applicable charges will result in aninvoice to ASMP-D. A significant decrease inapplicable charges will result in a credit to ASMP-D.

• HP will provide a credit for prepaid Services if thehardware or software products on the initial order orsubsequent orders issued under these terms andconditions reach the end of their support life duringthe term of the multiyear purchase order.

• For the sole purposes of competing against thirdparty service providers, Special NegotiatedDiscounting (SND), may be utilized for both newbusiness (services only opportunities) and renewalquoting. The SND must be submitted to HP forapproval for a specific reseller/end customer salesopportunity, and are not transferable to anotherreseller on the same sales opportunity. The processvaries for new business and renewal quoting. SNDdoes not replace the Value Big Deal Process, whichis designed to protect the partner’s investment in thenew product sales cycle when services is soldattached to the hardware.

For New, services only, Business Quoting, the ASMPpartner will be required to request a separate SND ifanother reseller is bidding on the same businessopportunity. Each SND will be submitted to HP andevaluated before the SND is approved.

For Renewal Quoting, the SND will only be approvedfor the incumbent reseller who currently holds therenewal contract opportunity. The SND will not beapproved for another reseller during the first year ofthe renewal.

PricesThe list prices for the initial order are those in effect onthe date of HP’s acceptance of the initial order, andare fixed for the multiyear purchase order term.Qualifying Services later added to the initial order willbe added at the prices on the then-current local HPPrice List, and will run coterminous with the initialorder. HP will invoice ASMP-D for such addedServices. Services added to the initial order willreceive the Prepayment Discount, provided payment isreceived in advance for the remainder of the multiyearpurchase order term within thirty (30) days of theinvoice date.

TermThese terms and conditions shall be in effect for thespecific term of each multiyear purchase order. Alldiscounts hereunder terminate with the expiration ofthe multiyear purchase order or the expiration of theASMP-D relationship, whichever occurs first.

TerminationASMP-D may not, without penalty, cancel any Servicesordered under these terms and conditions unlessASMP-D informs HP that the End User receiving theServices hereunder has either sold or discontinued useof the covered equipment. If the Services ordered arecancelled for any other reason prior to the expirationof the multiyear purchase order term, then ASMP-Dmust provide HP with a 30-day cancellation noticeand HP will invoice ASMP-D in the amount of ninepercent (9%) of the annual maintenance charges ofthe cancelled Services. HP BTO, BIO and OpenCallSoftware contracts can only be cancelled at theexpiration of the current agreement term.

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Figure 1A: Upfront order process

Appendix A: Tiered Reseller process diagrams for HP globally integrated services quoting, ordering, and agreement management

End upfront order

process

Customer places product order with reseller

Is reseller partof the Tiered ASMP-D

segment?

Beginupfront order

process

Tiered ASMP-D resellertakes the customer’sproduct and initialsupport order and submits to ECP withthe 1st 8 bytes of

the system handle as “ASMPD+code”

that is: ASMD5xx

Yes

No

End initial order

process/flagging

secivreS PHrotubirtsiD/PCErelleseR/PMSAUE/remotsuCoptions specialist (OS)

Customer and resellerunderstand that the reseller

will not renew this order

Upfront product and support order is processed by HP

HP OS identifies orders that are acceptable for ASMP-D and loads the

upfront order in the ASMP-D model

HP OS sends order notification to ASMP-D

Unconvertible order

ASMP-D passes along ordernotification to tiered ASMP-D reseller

Does ASMP want to renew the support?

Reseller takes the customer’s product and initial support order and sends it to the ECP. Reseller will NOT own

the renewal order

Yes

No

End initial order process/

flaggingUnconvertible

order

Tiered ASMP-D reseller provides notification to

EU that upfront support is available and provides

access methods

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Figure 2A: Quoting process


ASMP-D generatesits own re-quote

for TieredASMP-D reseller

Tiered ASMP-D resellerengages HP SR for

sales assistance

HP supportquote

CustOps completesrequested changes

Beginquote

process

Endquote

process

Proceedto ordering

process

Does the customer

wish to change the quote?

Does thecustomer accept

the quote?

Does thecustomer accept

the quote?

Tiered ASMP-D resellergenerates their own

quote to customer withtheir own pricing, 60–90 days prior to expiration

Send quote to ASMP-Dvia SCA

Send quote to ASMP-Dvia SCA

HP CA generates upfrontconversion quote (if initial upfrontorder was flagged with ASMP-D in

system handle field90 days prior to expiration)

orThis is an existing agreement ready

for renewal within the ASMP-Dmodel 90 days prior to expiration

orThis is a day-one contract, wherethe ASMP-D is bringing supportbusiness to HP, outside of the

upfront ordering process. ASMP-Duses SPA or CSIF to request quote

No

No

No

Yes

Yes

Yes

Proceedto ordering

process

New HP supportquote

Customer/EU Tiered ASMP-D/Reseller ASMP-D HP Channel installedbase SR

HP CustomerOperations (CustOps)

Tiered ASMP-D resellersends a changerequest to HP

HP may choose to pursue this business directly

ASMP-D generatestheir own quote for

Tiered ASMP-D reseller

NOTE: To review the process diagram for the preparation of Statement of Work based quotes under the ASSP relationship, please review the “ASSP Relationship Guide”

Tiered ASMP-Dreseller creates anew quote in SPA

ASMP-D receivesquote request and

sends it along to HP

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Figure 3A: Conversion and renewal ordering process


No

No

Yes

Yes

Customer/EU Tiered ASMP-D Reseller ASMP-D HP Channelinstalled base SR

HP Servicescontract administrator (CA)

HP SR engages with tieredASMP-D reseller to

provide sales assistanceCA receives invoice

authorization from ASMPvia SCA

Order is processedand ASMP-D is invoiced

accordingly

HP may choose to pursue this business directly

Customer issuesPO payable to tiered

ASMP-D reseller

Beginorderingprocess

Does the tiered ASMP-D reseller

receive PO from customer 30 days prior to

expiration?Does

tiered ASMP-Dreseller receive PO from

customer prior toexpiration?Tiered ASMP-D reseller

issues PO payableto ASMP-D

ASMP-D engages HP SR for sales assistance

ASMP-D issues POpayable to HP

via SCA

Endorderingprocess

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Figure 4A: Agreement management process


Customer wishes to make a revision to existing support agreement

End ofagreement

managementprocess

Beginagreement

management

Tiered ASMP-D resellerreceives revision request

from the customer

Tiered ASMP-D reseller submitschange to HP via SCA

Tiered ASMP-D resellerreviews revised contract

HP CA creates revision quote

HP CA reviews the revisionrequest from ASMP-D

Yes

Yes

No

Go toquote

process

HP supportquote

Customer/EU Tiered ASMP-D Reseller ASMP-D CustOps

ASMP-D sends revisionrequest to HP

ASMP-D sends quote totiered ASMP-D reseller

Tiered ASMP-D resellernotifies ASMP-D

of revision acceptance

Is revisionacceptable to

customer?

ASMP-D notifies HP CAof revision acceptance

Sends revised contract to ASMP-Dvia SCA

Do revisionschange the

dollars?

No

Tiered ASMP-Dreseller sends

"re-work" requestvia SCA

To learn more, visit www.hp.com

© Copyright 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject tochange without notice. The only warranties for HP products and services are set forth in the express warrantystatements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

HP Restricted. For HP and Channel Partner Internal Use Only.

4AA2-3128ENUC, October 2008

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authorized services management partner—distributor · 2 welcome to the hp services partner...

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