Adding a NEW Subscription Service

1. Exact name of the subscription (e.g. "Visio Plan 1" or "Vision Plan 2")
   
2. Number of licenses
   
3. Desired subscription start date (if not immediately)
4. Desired subscription end date (if known)
   
5. Monthly or Annual term? (If the customer asks for pricing before deciding on term,  confirm pricing with Roberta or Matthew before providing to customer.) 

Customer must sign a subscription agreement for any newly subscribed product. Ask Roberta to create the subscription agreement. Licenses must not be ordered until the subscription agreement is signed by the customer.  

What to Do if the Customer Can't Wait for a Subscription Agreement

For Monthly Subscription Orders

1. The subscription agreement must be signed at least five days in advance of the first month's renewal date. Otherwise, the subscription will be cancelled at the end of the month, resulting in a service disruption for the subscription users.
   
2. Once the subscription agreement is signed, please allow up to five business days for provisioning of the licenses.
   

Once the subscription agreement is signed, add a ticket note to the ticket reminder you set for cancellation and complete the ticket.

If the agreement is not signed five business days prior to end of the month's term, you must set the subscription to cancel at the end of the monthly term and notify the customer of the pending cancellation. 

For Annual Subscription Orders

1. Depending on the subscription, the monthly subscription may have a higher retail price than the annual version. (Provide pricing DETAILS received from Roberta or Matthew to authorization contact.) 
   
2. Please allow up to five business days for provisioning of the licenses. 
3. If the customer does not sign a subscription agreement at least five business days in advance of the temporary subscription's expiration date, the monthly subscription will be cancelled. (NO EXCEPTIONS.) This can and will result in a disruption of the service for the users. If this occurs, then once the contract is signed please allow up to five business days for re-provisioning of the licenses.
   
4. If the customer changes their mind during the course of the month and decides to stay with a monthly subscription instead of annual, they must notify us ten business days before the end of the month so we have time to send them a monthly agreement. The monthly agreement must be signed at least five business days in advance of the subscription's expiration date. 
5. Whether the customer chooses a monthly or annual term, if a subscription agreement is not signed at least five business days in advance of the subscription's expiration date, the subscription will terminate, resulting in a service disruption for the subscription users. 
   
6. The time that the customer was subscribed to the monthly subscription will not count towards the annual term. The annual commitment agreement will be for the full twelve months.  

NEVER order an annual subscription unless the customer has signed an annual commitment agreement. 

Adding a Seat to an Existing Subscription Service

If the customer is adding licenses to a current subscription, a new contract is not needed. In that case, written confirmation of the quantity and the product name is sufficient. If the customer has both annual and monthly licenses for the same exact product, you must also ask which subscription the licenses are to be added to. (Be careful purchasing additional annual licenses: Seven days after we purchase them from Pax8, we are stuck with them for the remainder of the annual subscription term.) 

The confirmation must be in the form of either 1) a ticket note or 2) an email which should be saved in the customer's email folder under the ALLGGIT client folders. (see "Saving 'ALL GGIT' Emails" section in Successfully Managing Your Email and Company Email.)

License Purchase Procedure 

1. Log into Pax8 Portal
   
2. Click on Name on top right and choose "Pax8 Platform" in drop-down
   
3. Click on subscriptions
   
4. Select New Order on top right
   
5. Click on product. Make sure it directly matches the item on the customer's quote.
   
6. Click green "Add to cart" button 
   
7. If this is a new O 365 customer: 
   
1. Pull up the customer by searching in Pax 8's Autotask integration. 
   
2. For "Primary Contact for Pax8 Related Communications", choose to Use Existing Contact (generally yourself, but always a pre-existing contact). (Don't ever use the customer's email when placing order. The primary contact should always be GGIT.)
   
3. For domain, enter customer's email domain. If there is no domain, (e.g., small sole proprietor or residential with no web site) , create a *.onmicrosoft.com domain. Double-check the domain name spelling.
   
8. Select the correct number of seats (licenses) for each product.
9. At checkout, under "Please enter contact information for the person who will receive Microsoft order information," choose yourself as the contact. . 
   
10.  Date of acceptance: Put current date for accepting agreement date. Date format is 20XX-month/-day. (No slashes; year goes first)
    
11.   For new O 365 customers, you will receive an admin user name and password to log in once the account is provisioned. If you're logged into MS already, open a private browser session or use a different browser as you cannot be logged into two MS accounts at once.
12. If not already done, add GGIT to customer's Office 365 account as delegated Microsoft administrator. 
    
13. Log into the client's portal and open the link below:
    

https://portal.office.com/partner/partnersignup.aspx?type=Administration&id=634f3250-7c61-407b-a521-3ff887c79991&msppid=2677907

15. Enable 2FA for the admin user created by Pax 8 and change the password. (Set up 2FA and add the 2FA code to the password in IT Glue.)

16. When creating users, if there is no email, use the onmicrosoft.com domain. 

17. Document everything in ITG: user accounts, admin account (including OTP code), new Application Flexible Asset.

18. Add the OTP secret key (the string used to generate the code) as a separate IT Glue password of type "OTP secret key" and set it as a related item to the IT Glue password asset you created in the step above. Set limited permissions on this key. Only IT Glue Group called "senior staff" should have access.

18. Notify appropriate team member if further action is needed such as installing apps, migrating email boxes, etc. 

19. Move the Pax8 order confirmation emails to the NYGG Public Folder under Vendors/vendor emails/Pax8/orders. 

20. Notify Roberta via email so she can add to customer's AT contract and commence billing. 

See AT KB article 100 for detailed instructions on adding NYGG as partner of record. 

Billing notifications in O 365 account are not used. Billing info comes from Pax 8 to customer. 

To view provisioning status: Home>subscriptions: Click the eye icon.

Cancellation of a subscription causes service to terminate at the end of the current

subscription period.

Pax8 does not issue partial refunds or credits for current subscription periods.

So always set up monthly subscriptions, not yearly.