VMware PSO credits FAQ for customers

VMware, Inc. 3401 Hillview Avenue Palo Alto CA 94304 USA Tel 877-486-9273 Fax 650-427-5001 www.vmware.com Copyright © 2010 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents. VMware is a registered trademark or trademark of VMware, Inc. in the United States and/or other jurisdictions. All other marks and names mentioned herein may be trademarks of their respective companies.

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VMware® Consulting and Training Credits

Customer Program Guide Frequently Asked Questions

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Customer Program Guide and Frequently Asked Questions

Table of Contents

1. What are VMware Consulting and Training Credits? ......................................................... 3

2. What are the benefits of VMware Consulting and Training Credits? ................................. 3

3. How do VMware Consulting and Training Credits work? .................................................. 3

4. How do I buy VMware Consulting and Training Credits? .................................................. 4

5. How do I activate an account for VMware Consulting and Training Credits? ..................... 4

6. How do I redeem VMware Consulting and Training Credits? .......................................... 12

7. How do I view VMware Consulting and Training Credits account activity and balances? 18

8. Do VMware Consulting and Training Credits expire? ...................................................... 18

9. Miscellaneous information about VMware Consulting and Training Credits ................... 19




1. What are VMware Consulting and Training Credits? VMware Consulting and Training Credits are prepaid service dollars that can be redeemed for any combination of VMware packaged consulting, custom consulting and education services. Credits provide you, the customer, with the flexibility to allocate budget up front and then use the services when needed.

Credits are sold and redeemed in USD, AUD, EUR, GBP and JPY currency. Important: Credits accounts cannot be used until you activate them. Credits expire one year from the date of purchase, regardless of whether the account has been activated; even unactivated accounts will expire. When a credits account expires, it cannot be extended.

2. What are the benefits of VMware Consulting and Training Credits? • Greater flexibility – You can apply credits as needed toward education and consulting services and take advantage of budgeting cycles.

• Built-in value – Credits include volume discounts for packaged consulting and training.

• Less administrative effort – You can accelerate order fulfillment by purchasing credits in bulk.

3. How do VMware Consulting and Training Credits work? • Credits are administered through an automated system, which you access through a VMware portal. You assign rights, administer

myPaymentAccounts specifics and receive regular reminders about the credits remaining in your account.

• When you are ready to implement VMware technology or register for classes, you can do so from the VMware portal.

• You, the customer, apply the credits toward the purchase order for greater flexibility and less administrative effort. Credits and cash currency cannot be mixed in a single purchase, except when applied to a custom Statement of Work (SOW). Travel and expense (T&E) can be purchased with credits at list price per credit by volume.

3.1 What is the unit of measurement for credits? The following chart shows the equivalent national currency units for each USD $100 credit. Prices differ according to the volume of credits purchased:

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3.2 Can credits be used as payment for services and education? Yes. When redeemed for education and package consulting services, each credit is equivalent to USD $100. When purchased in volume, credits are applied to custom consulting services, T&E, and technical account managers (TAMs) at the list price per credit by volume.

3.3 How are credits used as payment for travel and expenses (T&E)? In North America, or regions where T&E is a separate line item, credits can be redeemed for T&E at the regional list price. In the United States T&E is USD $2,200 per week. Credits are applied to T&E at the list price per credit by volume. When T&E is bundled into the price of the packaged service, as in Europe, credits can be redeemed for the entire packaged service as a whole.

3.4 How are credits used as payment for technical account managers (TAMs)? The TAM program is delivered as an at-cost service by VMware; therefore, credits must be applied according to the list price per credit by volume. For example, when purchasing 650 credits, the list price of each credit is USD $90, for a total of USD $58,500 (650 x $90 = $58,500). You can then redeem the credits for a TAM listed at USD $58,000 for 645 credits ($58,000 / $90 = 645 credits).

3.5 How are credits used as payment for custom engagements? For custom consulting engagements, only one discount applies. Discounts are calculated into the SOW, and Professional Services Organization (PSO) VMware Consulting and Training Credits are applied according to the list price per credit by volume. For example, if you purchase 200 credits, the list price of each credit at that volume is USD $90, for a total of USD $18,000 (200 x $90 = $18,000). The solutions architect preparing the SOW calculates the correct charge and quotes the fee in credits. For example, if the SOW is valued at $20,000, 223 credits at $90 will be used ($20,000 / $90).

3.6 In what currencies can credits be purchased and redeemed? VMware Consulting and Training Credits can be purchased and redeemed in USD, AUD, GBP, EUR, and JPY currency. Credits are quoted and billed in local currency at the time of sale. Purchased credits are treated as a global currency and retain their value for the life of the payment account. They can be consumed for any service that supports credits as a payment method.




4. How do I buy VMware Consulting and Training Credits?

4.1 Where can I purchase VMware Consulting and Training Credits? You can purchase VMware Consulting and Training Credits directly from VMware or from authorized reseller partners through distributors. Credits are available for purchase globally. Credits purchased in one country can be redeemed in another country.

You can also purchase credits (limit 150 credits) using credit cards through the VMware.com store at http://www.vmware.com/vmwarestore/; choose Training > VMware Consulting and Training Credits from the drop-down menu bar.

4.2 Do I need to specify whether credits will be used for consulting or training at the time of purchase? No.

4.3 Is a Statement of Work (SOW) required at the time of purchase? A SOW is not required at the time of purchase. However, if you opt for custom consulting, a signed SOW is required prior to the engagement. If credits are sold through a reseller and you want to redeem the credits for custom consulting, you must sign a $0 SOW to allow VMware consultants onsite to scope requirements. SOW consulting activity can begin only after PSO Operations opens a VMware Consulting and Training Credits account and you activate the account.

4.4 What happens after I submit a purchase order? When VMware receives the purchase order for credits, and the sales order with the VMware Consulting and Training Credit SKU is booked, an account is opened in myLearn and an email is sent to the customer listed on the purchase order or sales order as the account coordinator.

When you purchase credits online at the VMware.com store, you specify an email address, and information about the account activation is sent to that address.

5. How do I activate an account for VMware Consulting and Training Credits? To redeem credits, you must activate the credits account. All accounts, activated or unactivated, expire one year (12 months) from the date of purchase.

5.1 How do I activate the credits account? An email request to activate the VMware Consulting and Training Credits account is sent to the customer listed as the account coordinator. That email includes a link for activating the account.




Clicking on the emailed activate and configure link opens a setup screen:

The re-assign the account coordinator link sends you to an Account Info: and Access Method: selection page.

5.2 Can the account be customized for use by more people and divisions within the company?

Yes. During the account activation process, the account coordinator can manage and configure the account, including assignment of privileges to other people (designated users).




5.3 How do I manage my VMware Consulting and Training Credits account?

Go to http://www.vmware.com/education and click Login.

Tip: Click Login Help if you can’t remember your login details.

After you log in, select myPaymentAccounts on the right.

Click Edit to view or edit current configurations.




5.4 How do I change the account’s administrator (coordinator)? To reassign the account management responsibilities to another user, click Edit next to your name in the General Properties section.

Enter the new Account Coordinator Information. Click Continue

A notification email is sent to the new account coordinator, asking to configure the account.




5.5 How do I configure account payment? There are three configuration options to choose from: Named Users, Named Domains, and Passcode.

5.5.1 Configure Access Method – Named Users To configure the access to Named Users, follow these steps:

1. Click myPaymentAccounts on the right. 2. Select Named Users and click Continue. 3. Enter the user’s details. 4. To add other users, click Save & Continue.

5. Select Save & Finish when finished adding users.

If you need to change the access method, click the myPaymentAccounts tab and use the Edit link in the Method section.

Select Named Users and click Continue.

Enter the user’s details.




A new myLearn account will be auto-created for accounts that don’t already exist (based on email address). To add other users, click Save & Continue. Select Save & Finish when you finish adding users.

If you need to change the access method, click the myPaymentAccounts tab and use the Administrator Edit link in the Access Control Method section.

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5.5.2 Configure Access Method – Named Domains To configure the access to Named Domains, follow these steps:

1. Click myPaymentAccounts on the right.

2. Select Named Domains and click Continue.

3. Enter the details of the domain. 4. To add other domains, click Save &

Continue. 5. Click Save & Finish when you finish

adding domains.

If you need to change the access method, click the myPaymentAccounts tab and use the Edit link in the Access Control Method section.




5.5.3 Configure Access Method – Passcode To configure the access to Passcode, follow these steps:

1. Click myPaymentAccounts on the right.

2. Select Passcode and click Continue. 3. Enter a passcode of your choice (no

required format). 4. Click Save.




If you need to change the access method, click the myPaymentAccounts tab and use the Edit link in the Access Control Method section.

5.6 What if I have a problem such as not receiving the account activation email or an incorrect credit balance? For questions or concerns, email [email protected] or call 1-866-377-4710.

6. How do I redeem VMware Consulting and Training Credits?

6.1 How do I redeem credits for classes? Go to http://www.vmware.com/education and log in. Only an account coordinator or designated user can access the account.

6.1.1 Registration using Consulting and Training Credits Before starting registration, ensure that you have access to your account:.

• The account must be active and not expired. • The account must have an available balance. • You are the account coordinator, or the account has been configured by the coordinator to give you access:

o If the account was configured to Named Users: Your account is listed as a named user. o If the account was configured to Named Domains: An email domain (e.g., liu.com) is listed. o If the account was configured to Passcode: You know the account ID and the passcode.

When you have confirmed the above conditions, continue with the registration.




6.1.2 Registration through PSO Credits – Named User or Named Domain Browse the classes and course catalog on the http://www.vmware.com/education site by clicking Find a Class.

After choosing your class and provider, click the corresponding Register Now button.

Note: If you select a class at a VMware Authorized Training Center (VATC), the request is forwarded and the PSO Credits are redeemed only when the VATC confirms the seat in the class. Click Yes, authorize my payment via VMware Credits to redeem the number of credits specified for the class.




For non-VATC class registrations, locate the Fee Information section and select the Credits box. Confirm the mailing address, read the terms and conditions, and then select I have read and agree to the above Terms. Click Continue.

On the next screen, the Payment Options section lists the PSO Credits accounts that are available to you (according to your user account email or domain). Under Amount, enter the number of credits to apply to the registration. Then click Make Payment(s).




After processing, a summary of registration and next steps appears.

6.1.3 Registration through PSO Credits – Passcode Browse the classes and course catalog on the http://www.vmware.com/education site by clicking Find a Class. For non-VATC class registrations, locate the Fee Information section and select the Credits box. Confirm the mailing address, read the terms and conditions, and then select I have read and agree to the above Terms. Click Continue.




Enter the PSO Credits account ID and passcode, and click Sign-in.

After processing, a summary of registration and next steps appears.




6.2 How do I redeem credits for consulting? 1. Go to http://www.vmware.com/services/consulting_request.html; no login is necessary. Both packaged and custom consulting

engagement types are provided.

2. Complete the online Consultant Engagement Request form and submit it. (This form is also available from the navigation menu when the account coordinator or designated user is logged in to the portal.) This form goes to VMware Consulting Operations. Processing may take up to three (3) business days.

3. Confirm use of the credits for the engagement. A PSO Operations coordinator will contact the account coordinator for confirmation.

6.2.1 Who will contact me to deliver this service? A PSO operations coordinator will contact you to schedule the delivery of the service offering.

6.3 Can I use a combination of cash and credits for the same engagement or training class? You can apply a combination of cash and credits to custom engagements only. For education delivered by VMware or packaged services, you must use one or the other (cash or credits). If you don’t have enough credits, purchase additional credits to fully fund the activity.

If you attend a class from a VATC, ask the VATC whether a combination is accepted.

6.4 Can I use a combination of cash and credits for purchasing TAM slices? No, you cannot mix payment types for purchasing TAM slices.

6.5 How are credits redeemed for TAMs? 1. Request the TAM service using the Consulting Engagement Request form on vmware.com.

2. Indicate that payment is to be made by credits.

3. VMware will verify that there are sufficient credits and will request a TAM on your account.




7. How do I view VMware Consulting and Training Credits account activity and balances? To view credits, the designated customer account coordinator must go to http://www.vmware.com/education.

1. Log in (under Services) and click the myPaymentAccounts under My Account.

2. Click myPaymentAccounts tab.

Each purchase of credits is a separate line item.

Consulting and Training Credits account coordinators can view the redemption activity of a credits account by logging in and clicking the Paid link under myPaymentAccounts.

8. Do VMware Consulting and Training Credits expire? Yes. Credits expire one year from the original date of purchase whether or not you have activated the credits account. If a credits account has expired, it cannot be extended.

8.1 Is there a time restriction for completing my training or service? For education, all courses must be completed prior to the credits’ expiration date. For consulting, the Customer Acknowledgment Form (CAF) (http://www.vmware.com/services/acknowledgement.html) is required as proof of delivery for packaged consulting, and a Milestone Completion Form (MCF) is required as proof of delivery for custom consulting Statement of Work (SOW) forms. Custom consulting SOW and MCF are available from your Service Sales Manager (SSM) representative or TAM.

8.2 What notifications will I receive regarding my credits account? You will receive emailed activation notices: One is sent after the account is opened, and another is sent two weeks after the first notice. Afterward, an activation notification is sent every month until the account is activated. Each month, you will receive monthly credits statements regardless of whether the account has been activated. After you redeem the credits and the account balance is zero, no further monthly credits statements are sent.

Email notifications are sent to the account coordinator to request that action be taken to redeem credits before expiration. Notifications are sent 90 days, 60 days, and 30 days before account expiration.




8.3 What if I want a packaged consulting engagement delivered, but my account is due to expire around the time of delivery? If your credits account is due to expire around the time you plan to take advantage of packaged consulting services, complete the following tasks before the credits expire:

• Contact your Service Sales Manager (SSM) representative or TAM to determine whether you are eligible for an extension. If eligible, complete and submit the following forms.

• Complete and submit your PSO Credits account number with the Consulting Engagement Request form available from VMware (http://mylearn.vmware.com/portals/consulting/).

• After delivery of the consulting engagement you must complete a Customer Acknowledgment Form, available from VMware, which is required as proof of delivery for packaged consulting (http://www.vmware.com/services/acknowledgement.html).

Note: Any request related to expiration must be completed before the credit expiration date.

8.4 What if my credits are due to expire for a custom consulting engagement? If your credits account is due to expire around the time you plan to take advantage of a custom consulting engagement, complete the following tasks before the credits expire:

• Contact your Service Sales Manager (SSM) representative or TAM to determine whether you are eligible for an extension. If eligible, the SSM / TAM will provide you with a Statement of Work (SOW), and as required the Milestone Completion Form (MCF) and/or Project Change Request (PCR) form.

• Complete and sign a Statement of Work (SOW) available from your SSM or TAM. • When requested by your SSM or TAM, complete a Milestone Completion Form (MCF) as proof of delivery for the SOW(s).

• When requested by your SSM or TAM, complete a Project Change Request (PCR) form for the SOW.

Note: Any request related to expiration must be completed before the credit expiration date.

8.5 I am interested in attending a class. What do I need to know about the expiration date of my credits account? The training must be completed before the expiration date of the account.

8.6 What if I would like to schedule an onsite class, and my credits account is expiring on or prior to the date of the class? You will need to request an extension to the credit expiration date. Send extension requests to [email protected].

9. Miscellaneous information about VMware Consulting and Training Credits

9.1 If I redeem credits for a 60-day consulting project, but use only 45 days of consulting and then cancel the remaining phases of the engagement using change control, can I get a refund on the remaining credits balance? VMware has a “no refund” policy for all products and services. In this specific case, if you cancel or meet all the deliverables in a shorter timeframe than the Statement of Work (SOW) specifies, submit a Change Order. You can then use any remaining credits for up to one year from the original date of purchase.

9.2 Can I combine more than one credits account into one account? No. Because the credits were purchased at different times, VMware cannot combine the accounts.

9.3 Can credits be used to purchase VMware licenses? VMware Consulting and Training Credits cannot be redeemed for license purchases unless those licenses are sold as a service, as in the VMware Desktop Infrastructure Pilot, which includes licenses for VMware Desktop Manager.

9.4 Can credits be used for VMware Support and Subscription (SnS)? No, Consulting and Training Credits can be redeemed for VMware education, packaged services or custom consulting only.

9.5 Where can I find more information on VMware Consulting and Training Credits? Go to http://www.vmware.com/services, or contact your local VMware representative.

VMware, Inc. 3401 Hillview Avenue Palo Alto CA 94304 USA Tel 877-486-9273 Fax 650-427-5001 www.vmware.com Copyright © 2010 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents. VMware is a registered trademark or trademark of VMware, Inc. in the United States and/or other jurisdictions. All other marks and names mentioned herein may be trademarks of their respective companies.

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VMware PSO credits FAQ for customers

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