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2. | 1 Module 1 - Overview of the processModule 2 - Partner Initiated ChangeModule 3 – Customer Initiated ChangeModule 4 - SummaryAppendix

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4. | 3 Goal of this process change is to enable the partner and customer to initiate the change of partner process online This will result in: Instant change Downstream activities occurring faster Reduce involvement by ROC

5. | 4 Change of Partner Initiated By a Partner The proposed new partner of record can initiate change of partner request on behalf of a customer using Partner Source The customer will have to accept the request and fill in the reason for change, before the customer can start working with the new partner Customer will accept via CustomerSource Change of Partner Initiated By a Customer A customer, who is active on BREP, can initiate change of partner request, using Customer Source. The proposed new partner of record will have to accept the request before the customer can be assigned to the partner Partner will view requests on “My Messages”

6. | 5 Prerequisites: Customer Professional has Administrator – Customer Care role set to yes Partner Professional has Administrator – Customer Care role set to yes Customer must be on an active enhancement plan in order to be able to carry out an Online Change of Partner request as they need to do this on Customer Source

7. | 6 If the prospective customer doesn’t have access to CustomerSource, please submit a service request to the ROC attaching a request from the customer on their letterhead mentioning details (name, phone and email) of the user to be set up as Administrator - Customer Care. An email request (in place of the letter) is also acceptable if it was sent from the customer’s domain (abc@customername.com). The ROC will then add that user as a Professional to their account. The Online Change of Partner process is currently not available for CRM Online and product lines purchased via Microsoft’s Volume Licensing Channel (VL). Such requests may be submitted by sending a service request to your ROC.

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9. | 8 2. Partner enters Customer’s Account Number & PIN 1. Partner clicks on VOICE link & then on “Initiate Change of Partner for Customer” 1 2 MRT Check to see if Partner has met MRT System validates the Customer Account Number and if on an active service plan.

10. | 9 3 4 5 3. Partner selects one or more product lines 4. Partner checks T&C check box 5. Partner clicks on submit button System checks If the product line owned by the customer is enabled for Online Change of Partner & Validates if the Partner placing the request is authorized for the given product lines If it’s within 10 days of expiry date Partner is authorized and certified

11. | 10 If the given partner is not authorized for any of the product lines then system will display an error message stating partner is not authorized for any product lines owned by the customer that are enabled for online change of partner If any of the product line(s) owned by the customer is enabled for online change of partner then the system will check whether the partner placing the request is authorized for the given Product Line(s).

12. | 11 8. System sends an email to the customer care administrator of customer company containing a link to a page on CustomerSource. Refer to appendix 6. An acknowledgement page will be displayed which the partner can print 6 7.Partner clicks OK 7

13. | 12 Saying request has been accepted & outlining the customer’s expiry date Partner who made the Online Change of Partner request Confirming the Online Change of Partner has been requested Customer Informing them that their former customer has requested a move and it has been completed. Old partner The PAM of Managed Partners is also informed Partner Account Manager Emails sent to the following (refer to Appendix):

14. | 13 PartnerSource  VOICE  1. Initiate Change of Partner for Customer link  2. Change of Partner Request on Behalf of Customer 1 2

15. | 14 Select the relevant radio button for the Request to be cancelled and click on Cancel. An email will then be sent to the Customer Company Professional informing them of the cancellation (refer to Appendix)

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17. | 16 In My Messages the Partner professional is directed to the “Change of Partner Requests Pending for Approval Note: Partner can view pending Change of Partner requests on this screen at anytime

18. | 17 Partner clicks on View Request link

19. | 18 1.The partner must select the appropriate and correct engagement model (this drives future partner discounts for that customer) 2.The partner must select the check box to accept T&Cs 3.If the partner accepts,the system will update the new partner and an email will be sent (see next slide) 4.If the partner declines, an email will be sent to the customer who initiated the request & the request will be removed from the page 5.If the partner clicks on “Back” the system will bring them back to the previous page 1 3 4 5 2

20. | 19 Saying request has been accepted Customer who made the request to change partner Confirming they have accepted request New partner Confirming that the customer has requested a change in their partner of record and this has been processed and the customer has been removed from their customer list. Old partner The PAM of Managed Partners is also informed Partner Account Manager Emails sent to the following:

21. | 20 Administrator – Customer Care role set to yes Customer must be on an active enhancement plan Partner and Customer are enabled to initiate the change of partner process online when the both have The customer – requesting the new partner to accept the Online Change of Partner request The partner on behalf of customer – requesting customer to accept the Online Change of Partner request The Online Change of Partner Request can be initiated by: Instant change Downstream activities occurring faster Reduce involvement by ROC This will result in:Go Live Date 4 th August

22. | 21 https://mbs2.microsoft.com/Support/O perationsIncidents.aspx?Mode=Createhttps://mbs2.microsoft.com/Support/O perationsIncidents.aspx?Mode=Create The partner can submit a request to the ROC

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25. | 24 Customer Care Administrator clicks on link which will direct them to the “Pending Change of Partner Request Initiated by Partner” page. If the customer does not receive this email or loses it they can proceed directly to the next screen “Our Partner Information”

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