Enhanced Services Model TrainingVersion 2

July 2010

Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

Agenda

• OEM Vendors

– Support Programs, Pricing and Peculiarities– OEM Partner Portal

• Managed Service Providers

– Support Programs, Pricing and Peculiarities– Entitlement Check

• VAR Partners

– Support Programs, Pricing and Peculiarities– VAR Partner Portal– Entitlement Check

OEM Vendors

OEM Support Programs

Acronis will offer Self-Service

tech support via OEM partner

web-portal:

• Knowledge Base

• Extended FAQ

• Pre-recorded trainings

Acronis will offer access to the

most recent builds of licensed

software to OEM partners via

OEM web-portal as part of

Warranty Support Services.

Warranty

SupportPermanent Access Permanent Access

OEM Support Programs are available only for OEM Partners. OEM End-Users Support can be obtained only via

usual PPI Support.

OEM Support Programs

Business hours of operation

1 business day guaranteed response

time

E-mail support channel

Annual Subscription Based

OEM

Platinum

PPI SupportBusiness hours of

operation

1 business day guaranteed response

time

24/7 (English out of Business

hours)

E-mail support channel

24 hours guaranteed response

time

E-mail and Phone support channels

Annual Subscription Based

+ Live WebEx Training

For One Issue Resolution

If bug or issue cannot be resolved, refund of PPI is

possible.

Tier 2

Support Peculiarities

1. Email support

• Acronis will provide e-mail support to eligible OEM partners;

• Email support can be initiated only via OEM partner web-portal;

• Based on OEM support level the email is routed to appropriate support queue.

2. Phone support

• Acronis will provide a phone support to Platinum OEM support level;

• Phone support can be requested via OEM partner web-portal only.

3. Trainings

• Acronis will offer pre-recorded support training to OEM partner via OEM web-portal.

• The goal of the training is to prepare OEMs to be T1 support level for OEM’s end-users.

• Acronis does not provide support training to OEM’s end-users.

• Acronis will provide a Live WebEx training for customized software and as part of Platinum

Level OEM support program. The training will be recorded.

OEM Partner Portal

Acronis will provide a web-portal to all OEM partners. Portal content will include:

• Knowledge Base

• Extended FAQ

• Access to current builds of licensed software

• Support incident submission page

• Phone call request form (Platinum OEM support level only)

• Support case history

• Customer account information

• Pre-recorded trainings

Support Pricing

•PPI (Pay Per Incident) – $100/incident

•Gold Level OEM Support – $1,000/year

•Platinum Level OEM Support –

$2,500/year

•PPI (Pay Per Incident) – $200/incident

•Gold Level OEM Support –

$2,000/year

•Platinum Level OEM Support –

$5,000/year

•Branding fee (one time)

Co-branding – $2,500, Re-branding -

$10,000

•Development fee – Negotiable

•Support fee (annually, including first

year)

Co-branding – $500, Re-branding - $2,000

Self Support and Warranty Support are Free of Cost

Customized

Product

Support Programs Summary

Self-Support Support

Warranty Support

Pay-Per-Incident

Gold Level OEM Support

Platinum Level OEM Support

Entitlement Current OEM agreement

Current OEM agreement

Current OEM agreement, Prepaid fee

Current OEM agreement, Prepaid fee

Current OEM agreement, Prepaid fee

Fee (Standard Software)

Free Free $100 $1000 $2500

Fee (Customized

Software)Free Free $200 $2000 $5000

Included support

incidents No No 1 tech incident

Unlimited for subscription

period

Unlimited for subscription

period

Hours of Support

N/A N/A 12x5 12X5 24X7

Email support NoNo

Yes Yes Yes

Phone support No No No No Yes

Training (Standard Software)

Pre-recorded N/A N/A Pre-recordedPre-recorded,

Live WebEx

Training (Customized

Software)Live WebEx N/A N/A

Pre-recorded, Live WebEx

Pre-recorded, Live WebEx

SP Tier N/A N/A Tier 2 Tier 2 Tier 2

Response time Reasonable response time

24 hrs 1 business day 1 business day 24 hrs

Acronis Managed Service Providers

1. Acronis MSPs are Partners who use our products for

working with their End-Users on site.

2. MSPs use standard Acronis Products (ABR Advanced versions

for now).

3. Acronis products are provided to MSPs on annual

Subscription basis. Payments are submitted monthly.

4. Cost of Support is included in the Subscription.

5. MSPs are supported the same way as Platinum OEM

Vendors. Support Program for MSPs is called “OEM

MSP”.

6. Support requests will be submitted from OEM Portal

and routed to SF queue “Support – Global EN VAR”.

MSP Support ProgramsO

EM M

SP

24/7 (English out of Business

hours)

24 hours guaranteed response

time

E-mail and Phone support channels

Annual Subscription Based

+ Live WebEx Training

OEM/MSP Vendor Entitlement Check

If No Support Program is Purchased

Entitlement is checked per OEM Partner’s account on OEM Portal. If OEM Vendor did not purchase any Support Program (or his/her Support Program is expired),

he/she will need to provide PPI Order ID on submitting each new e-mail request.

System will not allow him to submit the form until valid PPI is provided. The pop-up message

below will appear with the offer to buy the new PPI license.

If Support Program Purchased is Available

If OEM Vendor purchased any Support Program, he/she will not need to provide any serial number on submitting new requests. The entitlement will be checked in the

background and the submission form will not have field for PPI.

Customer will also get the option to provide his phone number, so

that Tier2 may call him if necessary.

Submission will not require any additional entitlement

verification

OEM/MSP Vendor calls inIn order to serve OEM/MSP Vendor appropriately Tier 1 Support Professional should do the following:

•Check Customer’s account in SalesForce and ensure his/her OEM status and Support Program

•If Support Program is expired offer to purchase PPI through OEM Portal or Renew/Buy Up the Support Program through Sales Lead•Get the high level issue description•Create the case according to the information provided by the Customer (if no case available yet)

If Customer insists to be transferred to Tier 2 please proceed as follows:

Hand off the Customer to specific T2 Expert per Team/Duty Manager instruction.

If T1 assistance is not accepted, inform available Team/Duty manager that the call should be transferred

(along with the issue details/case number to identify the best T2 Support Professional to address it)

If solution is available give the customer an option to choose: either provide the solution in T1 or transfer to

T2

VAR Partners

VAR Support Programs

Business hours of operation

3 business days guaranteed response

time

E-mail , Chat, Phone support channels

ResellersFrom no to 25k revenue

commitment

Phone channel is not available for Non-US VARs

VAR Gold

Gold A

uthorized Solution Provider, Enterprise Solution Partner, G

old Partner, Authorized D

istributor

VAR SilverSilver Authorized Solution Provider, Certified

Partner, Silver Partner

24/7 (English out of Business

hours)

1 business day guaranteed response

time

24/7 (English out of Business

hours)

E-mail , Chat, Phone support channels

1 business day guaranteed response

time

E-mail , Chat, Phone support channels

Resellers and Distributors

Starting from 100k revenue commitment

Resellers

From 25 to 100k revenue commitment

Tier 1

Support Programs SummaryBasic Partner Silver Partner Gold Partner

Reseller Reseller Reseller Distributor

Americas Authorized Fulfillment PartnerSilver Authorized solution provider

Gold Authorized solution provider

Authorized distributor

EMEA Software partner Certified partnerEnterprise Solution

partner

Authorized distributor/ Value added distributor

ANZ Software partner Certified partnerEnterprise Solution

partnerAuthorized distributor

Asia No Silver PartnerGold Partner

Platinum PartnerAuthorized Partner

Authorized distributor

Support ProgramESM VAR Basic US

ESM VAR Basic NON-

USESM VAR Silver ESM VAR Gold

Threshold yearly From No to 25k commitment

From No to 25k commitment

From 25 to 100k commitment

From 100k commitment

Service Level 3 days 3 days 1 day 1 day

E-mail support Yes Yes Yes Yes

Chat support Yes Yes Yes Yes

Phone support Yes No Yes Yes

Customer Escalation support

Yes Yes Yes Yes

Access to case tracking through

Partner PortalYes Yes Yes Yes

Partner Portal

Acronis will provide a web-portals to all VAR partners (separate sites for US, APAC

and EMEA partners). Portals content will include:

• Marketing Tools (marketing campaigns, webinars, e-books and webcasts)

• Sales Tools (Customer case studies, viewpoints and analysis)

• Access to current builds of licensed software

• Support Wizard

• Support case history

• Customer account information

• Trainings and Certifications

VAR Partner Entitlement Check

Support Wizard

Entitlement is checked per VAR’s account on the Partner Portal.

Support Incident Submission

If VAR is contacting us about End-User’s case, he/she would need to provide

existing End-User case number.

VAR Partner calls inIn order to serve VAR Partner appropriately Tier 1 Support Professional should do the following:

•Search for Customer’s Company in the Partner Portal module of Administrator Office•Check if the calling person is in the Partner Persons list and if particular Partner is entitled for support

•Identify if this is the call about Partner’s own issue or End-User Escalation•Create the case for Partner or End User according to the information provided by the Customer (if no case available yet)•Let the Partner know that the End User case will be handled according to priority if applicable.

If VAR Partner insists on talking to Tier 2, you may use the following phrase:I can escalate to T2 only after creating a case and determining if this is not a known issue without a solution in our Knowledgebase.