Renew and Suspension

Renew

Annual Renew

As introduced, customer signed three-year OSPA agreement, but they can annual pay. In the 2nd Year and 3rd Year, customer has the right to continue use the services through true-up or true-down their next annual commitment.

Systems will send Annual Order reminder to Customer at 105, 60, 7 days before the next Agreement Anniversary for them to submit their Annual Order. Annual Order must be submitted between 60 days to 30 days prior to the Agreement Anniversary.

Meanwhile, Microsoft Account Team will assist customer with their next year annual order preparation prior to 90 days before Agreement Anniversary.

If customer wants to place an annual order, Microsoft AM will negotiate about contract content with customer. Once annual order finalized, 21V will forward it to AM who will send contract to customer. If there's no objection with contract content, customers send back after signing the contract and complete payment. 21V will process the Annual Order after receiving all needed materials. Once 21V processed the Annual Order, Customer will receive Order Confirmation notification and able to view the Annual Order amount in EA Portal.

New 3-Year OSPA Once Expired

90 days prior to 3-year contract expire, system will send Agreement Renewal reminder notification to customer. If customer wants to continue using their services in the enrollment, they should follow the standard agreement process mentioned above to sign a new 3-Year OSPA agreement.

For this new 3-Year’s agreement, the new enrollment Start Date should be 1 day after the prior enrollment expires All EA Administrators, accounts, departments, subscriptions etc. from the prior enrollment may be auto transferred to the new renewal enrollment which will not impact customer deployment and service.

Suspension

There are three scenarios which enrollments will be suspended. Once enrollments suspended, all services will be disabled. If customers request to re-active enrollments, customers can follow below re-active process

Customer does not respond back with their overage order request on agreed time

On the 6th day of every new month, 21V will generate a list of customers who had incurred overage usages. On 7th day of every month, 21V Sales Support is to notify the customers directly about their incurred overages (with AM on email copy). For the overage paying, customers can pay overage directly and can also submit annual order or additional order to offset overage.

If customer did not respond to overage notification by the 15th of the month, 21V will proceed to issue Payment Advice (i.e. 付款通知书) to start suspension process, which will indicate the Payment term and due date for the incurred overage. The payment advice is also the first customer communication that all Azure services will be suspended upon payment due, and is to fulfill the 30 days in advance notification per OSPA contractual term.

If Customer doesn’t make payment to 21V after receiving payment advice, 21V is to send the following reminder emails as per below schedule.

  • Payment due date -3 weeks notification (i.e. on 24th of the payment notification month)
  • Payment due date -1week notification (i.e. on 8th of the following month after payment notice)

If by payment due date (i.e. 16th of following month) and Customer still had not made payment or submit annual or additional Order Form, account and agreement will be suspended.

Customers Submit a True Down to Zero Amendment

If Customer decides no longer to use Azure services, they can opt out to true down their Monetary Commitment to Zero in the next Anniversary by signing an Amendment. Signing true down to zero amendment keep the agreement active and ease the process if customers later decide to use Azure Services again during the Agreement Term. However, customer account will be terminated with no obligation for 21V to retain customer data.

Customer non-submission of their annual order on agreed time

90 days prior to coverage end date, Microsoft account team to assist customer with their annual purchase order preparation. When Customer still doesn’t response with their Annual Order submission / (or sign the true down to zero amendment) by its deadline (i.e. 30 days before Agreement Anniversary coverage end date), 21V will send the Payment Advice (i.e. 付款通知书) to start suspension process, which lists the Payment term and due date for the Order Form to be signed back. The payment advice is also the first customer communication that all Cloud services will be suspended upon payment due, and is to fulfill the 30 days in advance notification per OSPA contractual term. If Customer signed the Order Form back before payment due date, process the Annual Order as per normal. If Customer doesn’t sign back the Order Form, 21V is to send the following reminder emails as per below schedule.

  • Payment due date -3 weeks notification (i.e. on 10th of the payment notification month)
  • Payment due date -1 week notification (i.e. on 24th of the payment notification month)

If by payment due date and Customer still had not made payment or submit additional Order Form, account and enrollment will be suspended. (i.e. on or after 1st of every month, minimum 30 days after sending out the payment advice)

Expiration

Termination due to 3-Year OSPA not renewed

Azure services will be terminated upon Enrollment expires for Customer whom signs Enrollment without Extended Term clause or 90days after Enrollment expires for Customer whom signs Enrollment with Extended Term clause.

For Customer whom signs Enrollment with Extended Term clause can continue to use Azure services up to 90 days and charged as overage at the current price when their Enrollment expires

Termination due to Dunning due to non-payment.

If payment term date end and no receiving customer payment, 21V will start dunning process to terminate enrollment. 21V send dunning termination reminder to Customer. If Customer still fails to make payment after dunning termination reminder, 21V will send Agreement and Subscription Termination notification to Customer. Once agreement termination notification is sent out, 21V can proceed with the Agreement or/and Subscription Termination.

Please notice that for both “Suspension” and “Termination” Scenarios, once customers’ subscription suspend or terminated, their data can continue keeping for 90 days, during these 90 days’ period, customer can retrieve their data once re-active the subscription; however, once exceed 90 days’ period, all the data will be de-provisioned, which meaning customer cannot retrieve their data anymore even re-active.

Re-Active

As mentioned in the “Suspension” and “Termination” Scenarios, as long as customer submit the annual order or pay overage, they can request to re-active their services for continue use.

Submit annual order

When Customer still doesn’t response with their Annual Order submission, 21V will follow suspension process to suspend agreement. If customer wants to re-active agreement, customers should submit annual purchase order (refer to above renew process).

Pay overage

If customer did not respond to overage notification by the 15th of the month, 21V will proceed to issue Payment Advice to start suspension process. If customer request to re-active agreement, overage should be paid. There are three methods to pay overage.

  • Pay overage directly
  • Submit additional or annual order to offset the overage

Please notice that the Re-active request will be completed by 21V support team, customers have no right do the re-active by themselves.

For Indirect OSPA, your partner will assist customer in Renew, Suspension, Termination, and Re-active. Please consult partner for more information.

Other Useful Resources

  • China Azure website: www.azure.cn
  • Microsoft 云科技Wechat Account: MS_CEChina
  • Microsoft WEI BO Account: 微软中国