Cisco Partner Ecosystem
Hybrid IT Policies for Cloud and Managed Services Reseller Option
Responsibilities of Services Reseller and
Services Provider
• Reseller must have processes in place to ensure software
releases supported are kept current and the features available
to the End User remain current with the enhancements.
Both Parties shall disclose their respective obligations in a
Contract and/or Service Level Agreement (SLA) between the
services reseller and the services provider.
• Reseller must provide details of service coverage.
A Services Provider (“Provider”) entering into a Services Resale
arrangement with a Services Reseller (“Reseller”) must enter into
a contractual agreement with such Reseller and clearly outline the
responsibilities and deliverables of both parties. This agreement
and relationship are exclusively between the Provider and the
Reseller and may also be managed via an SLA should the parties
agree upon that methodology. A Reseller has the option to work
with multiple providers as suits its business model. A Provider has
the option to work with multiple Resellers.
Reseller Responsibilities
The following terms and conditions shall at a minimum be defined
in Provider’s agreement with Reseller.
• Unless otherwise designated in the agreement between
the Provider and the Reseller, the Reseller should be the
single point of contact with the End User regardless of any
subcontracted relationships with Provider or any other party.
• Reseller should designate a primary single point of contact
to whom communications in regards to the Services may be
addressed and who has the authority to act on all aspects of
the Services.
• Depending upon the Contract and/or SLA agreed upon
between the Reseller and the Provider:
-- Reseller shall be available during Standard Business Hours
and shall designate sufficient back-up contacts for when
the primary contact is not available. A single point of contact
shall act in the capacity of a Customer Relationship Manager.
-- Reseller may market and sell the Cloud or Managed Service
as its own, and the Provider may remain anonymous to the
End User except for identification due to use of proprietary
tools used to deliver or support the Managed Service (this
may include web portals, monitoring devices, and custom
applications).
• Reseller shall own the Service Level Agreement with the End
User, including associated penalties.
• Reseller will create a Marketing Services Description (MSD). The
MSD is a document produced by the Reseller that explains to
a potential customer what the service is and what features and
benefits it provides. The MSD must be a published document.
• Reseller must provide to Cisco Managed and/or Cloud
Service descriptions, Service Level Agreements (SLAs),
and contractual descriptions of operating procedures for the
services provided.
• Reseller and Provider must:
-- Establish a set of escalation procedures including priority
levels, procedures, and associated penalties if missed.
-- Establish a change control process for handling End User
changes and a change control process for managing
changes between the Reseller and Provider.
-- Apply comprehensive monitoring policies to fulfill the
obligations under the Marketing Service Descriptions
and SLAs.
-- Offer a management and monitoring tool-set covered
under the offer that is sufficient to fulfill the deliverables
and service described in the Marketing Service
Descriptions and the obligations in the SLA.
-- Show effective processes are in place to evaluate new
software for potential support test and build implementation
plans in order to roll out new software loads within a targeted
timeframe from General Availability.
Provider Responsibilities
Provider shall provide remote management services to Reseller
from its Network Operation Center(s) (NOCs).
Provider must be Cisco Master Specialized or an Advanced level
Cisco Managed Services Partner (“CMSP”) in good standing, as
audited under the CMSP Program requirements. Provider’s loss
of its CMSP status or of a Cisco Powered Service will result in
the Reseller losing ability to resell that Provider’s service.
Provider is also responsible for outlining the deliverables to
the Reseller in the Contract (or SLA) set forth between the
two parties. Such deliverables may include a service activation
kit, hardware, software, end-user right to use licenses for the
duration of the Service Contract (as authorized in the Provider’s
respective channels agreement with Cisco), software evaluation,
planning and updates, management configuration change
administration, End User-facing web portal, standard reports,
training, access to subcontractor services, documented incident
tickets, documented change requests, and/or operational reports.
Governance
Cisco shall have no obligations or liability arising from the
transactions arranged between the Provider and the Reseller.
Modification, Discontinuance of Hybrid IT
Cisco retains the right, at its discretion, to modify or discontinue
the Hybrid IT Program or a Provider’s or Reseller’s involvement
in Hybrid IT.
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution.
DEC14CS4619
03/15