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What Partners Need to know

What Partners Need to know. What partners need to know. What partners need to know. Support. Who to contact at Certiport. Key support emails . cap@certiport.com mosinfo@certiport.com adobeinfo@certiport.com ic3info@certiport.com AR@certiport.com. Operations Support specialists.

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What Partners Need to know

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  1. What Partners Need to know

  2. What partners need to know

  3. What partners need to know

  4. Support

  5. Who to contact at Certiport

  6. Key support emails • cap@certiport.com • mosinfo@certiport.com • adobeinfo@certiport.com • ic3info@certiport.com • AR@certiport.com

  7. Operations Support specialists CAP@Certiport.com • Partner Operations Support • Candidate Support • Center Support Respond within business day

  8. Partner support cap@certiport.com • Resolve operational problems • Detailed Reporting • Policy or Procedure Questions • Help with Portal

  9. Examples of reports available We can run detailed reports on request Center: • Uploads • By Program • By date • Pass Rate • Sector • Center information NOTE: We will not give candidate information or results.

  10. Center Support • Center activation • Program activation • Update center details

  11. Candidate Support • Name merge • Forgot password • Exam replacement • Missing certificate

  12. Technical support Partner supports the centers Certiport supports the Partners Center should contact partner not Certiport If partner can’t resolve; the partner can call or email technical support for help

  13. Technical support operation times • Weekends • 6 am-10 pm Utah time • Email Support Only • Respond within 2 business hours • A remote session can be arranged • Weekdays • 6 am – 10 pm Utah • Phone and email support • Respond within 2 business hours • Remote session available

  14. Level 2 support for partners • Have 5 in house Technical Support Specialists • Call or email directly • 888-999-9830 option 9 • technicalsupport@certiport.com • Respond within an hour • If not resolved by phone/email- arrange a Webex session with partner and center • Need partner to be on the call

  15. System updates

  16. System Maintenance page • Certiport does 4 Outages a year • Need to communicate to centers • If dates change notice will be given

  17. System maintenance page: iQsystem • iQsystemupdate: • Most are automatic uploads each time a center logins in • Recommend centers check for updates day before testing • If a complete uninstall or reinstall is necessary a communication will be sent

  18. System maintenance: browser lockdown • Browser lockdown is to keep candidates from exiting exam and searching for answers on the internet • Updates are to keep up with technology

  19. Certiport Communications • Certiport sends a weekly update • Tuesday • Product information • Technical updates • Import notices • Partner is responsible for Communicating information to centers

  20. What partners need to know

  21. Inventory management

  22. Our products • Products start with: • Vendor-Version- (With) –product-Restrictions • Good for all exams within a Suite- do not sell individual applications • Products on ordering page are available to all partners • Can’t take off products • Can create products specific for partner or region

  23. Examples of product names

  24. Bundles • Bundles are a combination of any two product items • Always have “with” if it is a bundle • Voucher with retake is most common

  25. Vouchers and Retakes • Voucher is valid for a single test • Retakes are ALWAYS a Voucher • Vouchers can be bundled with practice exams • A Master is a combination of 4 vouchers with 2 retakes

  26. Different versions • Be aware of the different versions for a vendor • MOS 2003/XP will not work for 2007/2010 exams • Make sure centers tell you exactly what they need- version- exams or vouchers

  27. Licenses • Different types of license available • Licenses are restricted by # of Users or by # of exams • Can be restricted to a sector, region, or both

  28. Purchasing products

  29. Purchase tab • Click on Purchase and your options and prices appear by vendor, country, and sector

  30. Purchasing instructions • Important to choose: Vendor, Country, and Sector • Double check country and sector are correct before completing order • Prices will change automatically between sectors • Find product and enter quantity • Click on “Check Out”

  31. Purchasing: continued • Choose Credit Card or Net Terms • Net terms works only the purchase does not exceed the credit limit • Enter the required information • Click “Verify order”

  32. Purchasing: continued • Click • Finishedor • New Order Your receipt will show your order number and remainder of order information You can print this out to keep as a record

  33. Purchasing continued Exams are placed into account immediately after purchase and can be transferred to testing center Vouchers are sent by email every 30 minutes to the address entered during purchasing steps

  34. Purchase and payment guidelines • Credit limits • Limits are set once company financials are reviewed by Certiport • Limits can be increased after history of ordering and payments have been made • Exams show immediately after purchase • Vouchers are sent via email every 30 minutes with the exception of Midnight to 6 a.m. Utah time • Invoices are sent by email • Net terms for payment are 30 days • Wire information included on thumb drive under: • forms- Webster Bank Wire Transfer Instructions

  35. Purchasing guidelines Testing centers in your country will not be able to purchase from Certiport and be direct to partner for purchase

  36. Invoices • Invoice is emailed automatically after purchase • Invoice Lists: • Date ordered • Payment due date • Item purchased • Lists invoice # • PO number #

  37. Wire transfer information

  38. Transferring inventory

  39. Transferring Product Exam Inventory Click Reassign Inventory

  40. Transferring exams • Destination dropdown shows available centers • Will only show centers which match current inventory • If only business exams will only show business centers • Only show centers available to partners territory • Click Next

  41. Transferring exams • Enter quantity of exams to transfer • Click Submit • Exams are placed in account

  42. Transferring licenses Same steps involved with transferring licenses as exams Click “licenses” at top Click “Reassign site licenses” Center must accept license agreement before they can use Center has one month to accept license before it automatically begins to count down time left.

  43. What if I make a mistake

  44. What partners need to know

  45. Center Management

  46. My certiport tab My Certiport Tab shows: • Exam Inventory • Vouchers • Licenses • Center Contacts • Marketing Resource Library

  47. My Certiport: Home Page Program Status: Active/pending Logo License • Apply • Download logos Locator • Edit or View Testing center information

  48. my certiport: logos To receive vendor logos files: • Click Apply • Accept terms • Go back to Home page • Click Download • Accept agreement

  49. My certiport: Center locator Click “Edit” or “View” Great tool for commercial centers

  50. Testing center locator Update locator details • Show or not show • Open to public • Add center message • Training • Certified courseware • Accept vouchers • Proctoring fee

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