VSPP Program FAQ VMware Service Providers Program (VSPP)

VMware, Inc. 3401 Hillview Avenue Palo Alto CA 94304 USA Tel 877-486-9273 Fax 650-427-5001 www.vmware.com © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. This product is covered by one or more patents listed at http://www.vmware.com/download/patents.html. 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. If you are located in the United States, the VMware contracting entity for the service will be VMware, Inc., and if outside of the United States, the VMware contracting entity will be VMware International Limited.

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VSPP Information Q: What is the VSPP?

A: The VMware Service Provider Program (VSPP) is a cornerstone of VMware’s vCloud initiative. VSPP was designed to help ensure a successful partnership with VMware, through offering benefits such as support and tools through which partners can develop, promote, and sell their VMware-based products, services and solutions.

The VMware Service Provider Program was created for IT partners providing Hosted IT services to End User Companies. Any partner that provides subscription or web services to third parties may be considered a Service Provider in this program. This program currently includes multiple partners who market themselves as Application Service Providers, Internet Service Providers, Co-location, Cloud Providers, DaaS Providers, Disaster Recovery, and Managed Service Providers.

Hosted IT services include Web Services, File, Mail, Database, Application, Transaction, Disaster Recovery, Co-location, and other Managed Services. For this program, End User Companies are third parties that the partner has a relationship with, not departments, divisions or business groups within the partners themselves. Any service that the partner provides to the End User Company utilizing VMware technology is considered a Hosted IT service. This program does not encompass the reselling of VMware software to third parties. The partner must except responsibility for and maintain sole rights to the software.

Q: What is the difference between the VSPP and the VMware vCloud Initiative?

A: The VSPP is a partner program within the award-winning VMware Partner Network. It offers service provider partners the option to “rent” VMware software licenses on a monthly “pay as you go” basis, which in turn allows service providers to provide VMware products and create customized hosted infrastructures to customers in the same pay as you go manner. The program provides service provider partners with access to many of the same benefits as other members of the VMware Partner Network, including Free End User Demonstration licenses, marketing tools, training and competency programs, and access to Partner Central, VMware’s online partner portal.

The VMware vCloud initiative brings together leading virtualization solutions from VMware with a robust ecosystem of technology and cloud service providers. The initiative is designed to enable compatibility for all applications running in the cloud, whether on or off premise. VMware works with hundreds of hosting and cloud computing vendors to enable delivery on a common VMware platform.

Q: Is the VSPP available worldwide?

A: The VSPP is currently available in North America, Latin America, Japan, Australia, New Zealand, India, Thailand, Indonesia, Malaysia, Singapore and EMEA (Europe, Middle East and Africa) regions.

Q: What is an Authorized VSPP Aggregator and what i s their role?

A: Authorized VSPP Aggregators are essentially Resellers or distributors who are contractually authorized to sell our VSPP products. Authorized VSPP aggregators have experience working with service providers and the unique requirements surrounding subscription-based models. Aggregators provide tailored tools and processes to help service providers centralize and “aggregate” the monthly reporting, billing and collection cycles associated with subscription-based service models.

Q: Who can join the VSPP?

A: Any partner who hosts their solution to end customers is eligible to join the VSPP at the Registered Level. There are pre-requisites the partner must meet for each level above that.

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Q: Is there a fee to join the VSPP?

A: No. There is no program fee.

Q: What are the VSPP Levels?

• Registered

• Professional

• Enterprise

• Premier

Q: What are the pre-requisites to be a Registered V SPP?

A: Join Partner Central and complete the VSPP click through agreement. The VMware Partner Operations Team will verify eligibility as a Service Provider and add the VSPP Registered level to the company in Partner Central.

Q: What are the pre-requisites to move from Registe red to Professional VSPP?

A: Have 1 VMware Certified Professional (VCP) associated with the company in Partner Central.

Rent a minimum of 360 points per month on the subscription program.

Q: What are the pre-requisites to move from Profess ional to Enterprise VSPP?

A: Have 2 VMware Certified Professional (VCP) associated with the company in Partner Central.

Rent a minimum of 3,600 points per month on the subscription program.

Q: What are the pre-requisites to move from Enterpr ise to Premier VSPP?

A: Have 4 VMware Certified Professional (VCP) associated with the company in Partner Central.

Rent a minimum of 18,000 points per month on the subscription program.

Q: Is there a difference for developing countries?

A: Yes. Developing countries have a reduced number of VCP requirements at the Enterprise and Premier Levels. The Registered and Professional Levels are the same. Details are available in the VMware Service Provider Program Guide.

Q: What is the VSPP “points” model?

The VSPP offers a monthly subscription (rental) model as opposed to an outright purchased model. The monthly subscription model is a points based system. Service Providers purchase a number of points per month in order to rent the products.

Q: How does the monthly subscription (points) model work?

A: Partners can “rent” VMware products on a monthly basis. Each product costs a different number of points. Partners choose which products they would like to use, and then multiply the number of points for that product by how many are in use. This allows partners to easily mix and match which products they want to use based on customer demand to create customized virtual infrastructure solutions, and they pay only for what they use, making it easy to grow their virtualization practices while keeping startup costs low.

There are three main parts

• Service Providers purchase a minimum number of points per month

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• Each product that is offered on the rental program has a corresponding points value

• Service Providers report on their usage each month and pay only for what they use

Q: I am a Service Provider who has already purchase d VMware licenses can I join the VSPP?

A: Yes. All Service Providers must join the VSPP in order to add additional licenses, get EULA amendment and receive the VSPP benefits in Partner Central.

Q: What are the VSPP Level Benefits and where can I find more information?

A: Information on all of the VSPP Level Benefits can be found at:

http://www.vmware.com/partners/programs/service-provider/benefits.html See the “VSPP Program Guide” for detailed information on the program.

For Service Providers who are not yet partners see the general program information at vmware.com/go/vspp

Partners should go to the Service Provider Landing Page in Partner Central.

Q: Can I host VMware based services for multiple th ird party companies if I am not a member of the VSP P?

A: No.

The VMware ESX/ ESXi EULA expressly prohibits hosting. VSPP offers an amendment to the hosting EULA as part of the subscription model benefit within the program. Service Providers are not allowed to host VMware software when purchasing via distribution, VAR channel, OEMs or CRs.

Q: Can I add to my existing perpetual licenses to u se in a hosting environment?

A: No.

VMware licensing for a hosted environment is offered through the VMware Service Provider Program subscription model.

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Partner Central Q: What is Partner Central?

A: Partner Central is an area with information specifically geared to the VMware partner community. All VMware partners are able to access information on their specific program, connect to Partner University, see sales and marketing tools and browse product information.

Q: How do I join the VSPP program in Partner Centra l if I am new to Partner Central?

Complete an on-line application and click thru agreement at Partner Central

• www.vmware.com/go/vspp

• Click on “Apply Now”

• Sign the click through agreement

• Partner Operations validates partner’s eligibility into the requested program and adds partner into program

Q: How do I join the VSPP program in Partner Centra l if I am already a member of another program?

• Log into Partner Central

• Browse to Program Forms from the top navigation bar

• Partner Clicks on the “Service Provider Cross-Enrollment Form link to begin the enrollment application process. The partner will complete the enrollment form and digitally sign the click through agreement online.

• Once submitted the application will be reviewed for approval by VMware, following standard approval review processes for enrollment

Q: What do I use Partner Central for as a VSPP memb er?

• Adding new users

• Checking VCP accreditations for your company

• Seeing the Click Through agreement

• Adding new company addresses for the company

• Getting information on VSPP program benefits specific to your level in the program

Q: Why would I want to add new company addresses fo r my company?

A: Partner Central has a search mechanism called Partner Locator. A listing in Partner Locator is a benefit for VSPP Professional, Enterprise and Premier Members. Potential customers for your services are able to search on company name, country, zip code, etc. to find your information. By adding more company addresses to your Partner Central profile you increase the likelihood of customers finding you in a search.

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Q: How do I add VCP certifications to a user in Par tner Central?

A: When a user passes the exam for VMware Certified Professional they will be automatically entered in the system. There is a natural lag time between the achievement of the VCP and reflection of it on the partner record due to the manual reconciliation. Some issues that may occur are:

• The user was not a member of Partner Central when the partner operations team tried to add their credential

• There was an incorrect matching of the information on the user’s exam to the information in partner central (mis-spelling, company name different, etc.)

If a user believes they have achieved their VCP and it is not reflected on their record in Partner Central, the user can contact VMware Partner Operations via the web form on Partner Central.

To reduce the likelihood of an error be sure to register in Partner Central prior to the exam and list your company name and address on the exam.

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Transition from Existing VSPP Contracts on VM model to VSPP Contracts with vCloud per virtual RAM mode l Q: How can a Service Provider utilize your new vir tual RAM pricing model?

A: If you are a new VSPP program member and do not have a contract in place today, you may sign a 12 month contract with an authorized VSPP Aggregator (see aggregator look up tool on Partner Central) starting as early as (calendar year) Q4 2010 using the virtual RAM model. If you currently have a VSPP contract with an Authorized VSPP Aggregator, you will need to work with them to terminate your current VM contract and sign a new virtual RAM 12 month contract. As with any VSPP contract change prior to the end of the 12 month term, the new contract must equal or greater in point value from the existing contact.

Q: What are the pre-requisites for signing a rental agreement with a VSPP Authorized Aggregator?

A: The Service Provider must

1. Be a member of the VMware Service Provider Program on VMware Partner Central

2. Have a minimum number of VCPs on staff listed in Partner Central as follows

a. For 360 or 1800 point contracts 1 VCP

b. For 3600 or high point contracts 2 VCPs

Note: Leveling in Partner Central may require a different number of VCPs than signing a rental agreement. Example, if a Service Provider has 2 VCPs on Staff they may sign a 18,000 point contract and be leveled as an Enterprise partner. If they then add 2 more VCPs for a total of 4 they will be up leveled to Premier.

Q: If a VSPP partner terminates a current VM contr act and signs a new virtual RAM 12 month contract, what is the timing around the billing as they move from a per VM contr act to a per virtual RAM contract?

A: We recommend working with your aggregator to terminate your current VM contract on the last day of any month, and beginning your next virtual RAM 12 month contract on the first day of the next month. If you transition from the VM to virtual RAM model in the middle of a month, you will be responsible on the VM model until the end of that month.

Q: Does a VSPP partner have to move to the new vir tual RAM model, or can they stay on the per VM mode l? Can they renew their current VM contract?

A: For VSPP members who are currently using the VM model and have a valid contract with an Authorized VSPP Aggregator, you will be allowed to continue to use the VM model for the duration of your contract. You will also be allowed to re-new or upgrade your current VM contract at any time, up until 3/31/2011. 3/31/2011 will be the last day for current 12 month contracts to be renewed on the VM model, with 3/31/2012 being the last day of all VM contracts.

Q: If a VSPP partner has been working with an aggr egator on a contract under the per VM model, can th ey still sign a new contract using the per VM model or must they sign a virtual RAM contract?

A: We understand many VSPP registered members have been in negotiations with their VSPP aggregator using a Per VM model. You will have until 12/31/2010 to sign any per VM VSPP contracts. Starting 1/1/2011, any and all new VSPP contracts offered by VSPP aggregators will be on the virtual RAM model only.

Q: If a VSPP Partner currently has a contract with an aggregator using the VM model and wants to stay on the per VM model, but also would like to utilize some of the o ther new products that have been added to the VSPP Program, can they have access to some of the new products?

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A: No. The VM and virtual RAM models are driven through different contracts and have different Bill of Materials within the VSPP program. You must transition to the virtual RAM model to have access to any new products added to the VSPP Program.

Q: Can a VSPP partner use both models?

A: If the VSPP partner currently has a VM contract, they would be allowed to sign a new contract with an authorized VSPP Aggregator using the virtual RAM model. However, the VSPP Partner will NOT be allowed to mix and match between the two models, nor will they be allowed to aggregate their volume and combine into a single VSPP Point SKU. For instance, if a Service Providers has a service offering utilizing the current VM model and want to launch a new incremental cloud service utilizing the virtual RAM model, they would need to sign a new virtual RAM contract. Monthly reporting to the aggregator would then be separated between the VM contract and the virtual RAM contract.

VSPP Product Information for VSPP Contracts with vC loud per virtual RAM model Q: What products are available on the VSPP vCloud p er virtual RAM subscription model and what is the p rice for each product?

A: The products available upon signing a new contract and the points per product are:

Product Name Points/ Month Charged Per vCloud Premier Service Provider Bundle 15 1 GB Allocated Virtual RAM vCloud Standard Service Provider Bundle 5 1 GB Allocated Virtual RAM View Premier 12 Concurrent Connection ThinApp Client 2 ThinApp Client Site Recovery Manager 22 Protected Virtual Machine vCenter Server Heartbeat 486 Protected vCenter Server vShield Edge 5 Virtual Machine vShield App 7 Virtual Machine vCenter Capacity IQ 4 Virtual Machine tc Server 73 Processor tc Server Spring Edition 97 Processor Hyperic HQ EE 49 Virtual Machine Zimbra Collaboration Suite Professional 1.75 Mailbox Zimbra Collaboration Suite Standard 1.10 Mailbox Zimbra Archiving and Discovery 1.10 Mailbox Note: VSPP Partner is responsible for verifying that they are in compliance with all license limitations from non-VMware companies that may impact use of the VMware software

Q: What are the components of the new VSPP Pricing model and how does that differ from your current p ricing model within the VSPP Program?

A: The new VSPP model introduced both new products and methodology around usage and reporting. The new vCloud Service Provider bundles, which include vSphere, will now be measured and billing on a virtual memory basis (virtual RAM). Other new products will be included and will have a variety of billing and measurement methodology. Please see VSPP Product Usage Guide for a detailed description for all products in the new pricing model.

Q: How can I rent these new products?

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A: These products will be procured through a VSPP contract with an Authorized VSPP Aggregator.

Q: Do I need to buy ESX licenses, Chargeback or vCe nter Server on top of the per virtual RAM rental co st for the VMware vCloud Premier Service Provider Bundle?

A: No. The per virtual RAM cost for the VMware vCloud Premier Service Provider Bundle encompasses the ESX licenses, Chargeback and vCenter Server that are used.

Q: Do I need to buy ESX licenses or vCenter Server on top of the per virtual RAM rental cost for the V Mware vCloud Standard Service Provider Bundle?

A: No. The per virtual RAM cost for the VMware vCloud Premier Service Provider Bundle encompasses the ESX licenses and vCenter Server that are used. Note this pricing does not include Chargeback.

Q: How much does a point cost?

A: One point is equivalent to one US dollar. Speak with your account manager or aggregator for local currency conversion.

Q: Are there discounts available?

A: Aggregators are empowered to offer discounts for higher volumes in the rental program. Discount amounts are negotiated directly between the service provider and the aggregator.

Q: Will you be adding more products to the VSPP?

A: The VSPP is constantly expanding the available product list. Check back often for information on new products added to the subscription program. Be sure to let your account manager or aggregator know if there are existing VMware products that would be especially useful in your environment.

Q: Can VSPP partner join the vCloud Express program ?

A: The vCloud Express program is currently closed to new partners at this time. The program may re-open and expand in the future. The vCloud Express team will alert VMware partners when future opportunities may arise to participate in the program.

Q: Can VSPP partner join the vCloud Datacenter prog ram?

A: The vCloud Datacenter program is currently closed to new partners at this time. The program may re-open and expand in the future. The vCloud Datacenter team will alert VMware partners when future opportunities may arise to participate in the program.

Q Can I upgrade my VSPP subscription licenses from VI3 or existing VSPP per VM licenses to vCloud?

A: No. To get the vCloud licenses you need to sign a new VSPP contract under the vCloud per virtual RAM model. There is no ability to mix and match per VM and per virtual RAM pricing.

Reporting Q: When will the billing start for my contract?

A: VSPP Service Providers will be liable for contract billing from the day they receive the VSPP software licenses from VMware.

Q: What information does a Service Provider need to report each month?

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A: VSPP Service Providers need to self-report to their aggregator on a monthly basis. Information includes usage for each product used. To facilitate reporting of the VMware vCloud Service Provider Bundles, VMware has developed the vCloud Usage Meter. This tool will automate the collection of usage data. All other products need to be measured and reported by the Service Provider manually. End customers with usage over a set number of points per month will also need to be broken out in the detailed usage reports. Full reporting requirements can be found in the VSPP Program Guide on Partner Central.

Q: What information does an Aggregator need to repo rt each month?

A: VSPP Aggregators are responsible for providing a number of recurring reports to VMware. Aggregated monthly usage reports for all Service providers are due on a monthly basis. Updates to the execution of new, upgraded or terminated contracts are due on a weekly basis. Quarterly performance reports are due on a quarterly basis. Finally, a 90 day rolling forecast of new business opportunities is due every month to VMware. VMware has enlisted the assistance of an external channel reporting agency to help facilitate the collection of reports from Aggregators. Full details of reporting requirements and procedures can be found in the VSPP Aggregator Guide on Partner Central.

VSPP Program Information Q: What happens when an order is placed by the Aggr egator?

A: The Service Provider will receive emails when the order is placed. These emails will confirm the order and send information on where the license keys can be downloaded. Emails for the Spring and Zimbra product licenses will be sent separately from the general VMware license. All emails will go to the listed contact on the order.

Q: When and how do I get the licenses I purchased?

A: The licenses will be sent directly from VMware. Look for an email from VMware Order Management Team.

Example:

From: VMware Order Management Team <WFAdmin@vmware.com> Date: July 27, 2009 10:58:54 AM CDT To: VSPP Partner <John.Smith@partnername.com> Subject: VMware Support and Subscription Confirmati on - Order# 10293819 Reply-To: WFAdmin@vmware.com

VMware Service Act ivat ion/Renewal

Confirmat ion

** Please do not reply to this email **

Dear John Smith,

Thank you for your order from the VMware Store.

Your Purchase Order# 12912345 has been received and VMware Order # 10298765 has been processed. Please see your Support and Subscription information located below the billing detail.

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This is a confirmation of your order for your records. Please use the VMware Order # 10298765 for tracking purposes.

PLEASE REFERENCE VMWARE ORDER # 10212345 IN ALL COMMUNICATIONS.

If you want to get started with the product before receiving it, we recommend you get an evaluation version from our website at http://www.vmware.com/vmwarestore/newstore/eval.jsp. You will be able to easily upgrade to the purchased version without losing any work. If you have not done so already, you can download the product binaries at http://www.vmware.com/download.

If you have any questions about this order confirmation, please contact customer_service@vmware.com. For questions about payment please contact invoice@vmware.com.

Thank you for shopping at the VMware store!

Regards,

The VMware Team

Links to a translated template of this support and subscription email (with links to localized downloads):

Japanese http://www.vmware.com/jp/download/SupportSubscription.html

Chinese http://www.vmware.com/cn/download/SupportSubscription.html

German http://www.vmware.com/de/download/SupportSubscription.html

VMware Order #: 10298765

Customer: PARTNERNAME Phone: 555.555.1212

PO #: 12912345 This order is subject to the terms and conditions specified in the applicable signed agreement between VMware and Customer, or, if none, to the appropriate then current, standard VMware agreement for the products or services quoted. These agreements, copies of which shall be made available upon request, are:

* Software - VMware's EULA for the applicable software product

* Support and Subscription Services - VMware's Standard Support Programs and Subscription Services Terms and Conditions

* Consulting Services - VMware's Standard Consulting Services Terms

* VMware's Purchase Orders Standard Terms & Conditions Accordingly, the software and services are offered under these standard terms and conditions, and this invoice is expressly conditional on acceptance of such terms and conditions. No additional or conflicting terms and conditions will apply without VMware's prior, express written consent, and any such additional or conflicting terms and conditions on customer's purchase order, acknowledgement or other business form are hereby rejected by VMware.

SUPPORT AND SUBSCRIPTION DETAILS

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Contract Service Covered Item Qty Start Date

End Date

30211111 Platinum Support and Subscription for

VSPP 360 pt Plan for 12 Months

VSPP 360 pt Plan, 12 month commitment 1 2-JUL-

2009

1-JUL-

2010

30211111 Platinum Support and Subscription for

VSPP 360 pt Plan for 12 Months

VMware vSphere 4 Standard for 1 processor (Max 6

cores per processor)

100 2-JUL-

2009

1-JUL-

2010

30211111 Platinum Support and Subscription for

VSPP 360 pt Plan for 12 Months

VMware vSphere 4 Advanced for 1 processor (Max

12 cores per processor)

100 2-JUL-

2009

1-JUL-

2010

30211111 Platinum Support and Subscription for

VSPP 360 pt Plan for 12 Months

VMware vSphere 4 Enterprise Plus for 1 processor

(Max 12 cores per processor)

40 2-JUL-

2009

1-JUL-

2010

30211111 Platinum Support and Subscription for

VSPP 360 pt Plan for 12 Months

VMware vCenter Server 4 Standard for vSphere

(Includes Orchestrator and Linked Mode)

1 2-JUL-

2009

1-JUL-

2010

Upgrade Purchase: If you purchased an eligible software license upgrade, you may have received credit for any unused portion of your Original License SnS in the form of additional days on your Replacement License SnS. Please visit support site to view your updated contract start and end dates.

Please note the many support resources available for your use. Visit our support website for complete information on our support offerings, policies and resources. From our Support home page, you can search the Knowledge Base, join VMware communities, view existing Support Requests, find contact information for our Support teams, download product updates, patches, and tools and more. Our Customer Technical Support Guide details best practices for meeting your support needs, defines the role of system and license administrators, offers self-help tools, explains how to submit, escalate and/or close Support Requests, and includes a complete listing of all support policies and offerings. From our log in screen, you can create support requests, view entitlements and review all support requests previously submitted.

Q: As a VSPP partner where do I go to get support?

A: VSPP contracts include Production Support for most products. Spring and Zimbra products include support per the Spring and Zimbra support portals. Information on support at VMware is available at: http://www.vmware.com/support/policies/howto_policies.html

Q: What information do I need to give the support t eam when I call?

A: The support team will want to have the email address where licenses were originally sent, and the SnS contract number. All of this information is available on the original emails sent from VMware Order Management Team (see example above), Spring or Zimbra. It is also available on your license portals.

Q: What information do I need to report each month?

A: VSPP members need to self-report to their aggregator on a monthly basis. Information includes usage for each product used. Only the VMware vCloud Service Provider Bundles are measured by the VMware Usage Meter. See Usage Meter Guide for more details.

All other products need to be measured and reported by the Service Provider.

Reporting to VMware will also include

• End User Name, Zip code for any End User whose usage is over 1,000 points per month

Q: Do VSPP members get Internal Use Licenses (IUL)?

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A: Yes. Enterprise and Premier level members are entitled to IUL. This is for their own system use only. IUL is NOT to be used for backend systems such as management of platform, DNS, billing and provisioning platforms etc. IUL will be sent to the License Administrator listed in Partner Central.

Q: Do VSPP members get Not For Resale Licenses (NFR )?

A: Yes. Professional, Enterprise and Premier level members are entitled to the full VMware product line NFR. NFR will be sent to the License Administrator listed in Partner Central.

Q: What other types of licenses do VSPP members rec eive?

A: VSPP members who are using VMware software under the subscription model have the right to use some of the delivered licenses as Free End User Demonstration licenses.

A set amount of vCloud Premier Service Provider Bundle is available for use by Service Providers to assist with selling to an End User. These licenses must be set up on a separate vCenter to avoid being monitored by the Usage Meter.

At the end of the 60 days reporting on these machines must begin to be in compliance with the VSPP agreement. Free End User Demonstration licenses can be used in each region where the Service Provider is authorized to use licenses.

• Professional = Ten (10) GB virtual RAM vCloud Premier Service Provider Bundle concurrent at any time

• Enterprise = Twenty (20) GB virtual RAM vCloud Premier Service Provider Bundle concurrent at any time

• Premier= Forty (40) GB virtual RAM vCloud Premier Service Provider Bundle concurrent at any time

Q: Where do I get more information about the vCloud Usage Meter?

A: The vCloud Usage Meter software, installation guide, support policies and additional documentation is available from the download site. You will need to establish a login the first time you visit this site to get access.

http://www.vmware.com/downloads/login.do