VMWare Consulting & Training Program Guide

VMware Consulting ®

and Training Credits
Program Guide
Sales and Partners
Updated December 2009

program gUiDelines

VMware Consulting and Training Credits Program Guide

Table of Contents

1. What’s New? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
2. What are Consulting and Training Credits? . . . . . . . . . . . . . . . . . . . . . . . . . .6
3. What are the benefits of VMware Consulting and Training Credits? . . . .6
4. How do VMware Consulting and Training Credits work? . . . . . . . . . . . . . .6
4.1 What is the unit of measurement for credits? . . . . . . . . . . . . . . . . . . . 7
4.2 Can credits be used as payment for services and Education? . . . . . 7
4.3 How are credits used as payment for Travel & Expenses (T&E)? . . 7
4.4 How are credits used as payment for Technical Account
Managers (TAMs)? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
4.5 How are credits used as payment for custom engagements? . . . . . 7
4.6 Why do we apply credits by list price for custom work? . . . . . . . . .8
4.7 In what currencies can credits be purchased and redeemed? . . . . .8
4.8 How does regional pricing affect credits? . . . . . . . . . . . . . . . . . . . . . .8
4.9 How do I book orders with credits? . . . . . . . . . . . . . . . . . . . . . . . . . . .8
5. How do I quote packaged services, Education, TAM slices and
custom consulting engagements using credits as payment in
multiple currencies? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
5.1 How do I quote a packaged service using credits as payment
in Japan? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
5.2 How do I quote a packaged service using credits as payment
in Singapore? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
5.3 How do I quote Education using credits as payment
in Singapore? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
5.4 How do I quote Education using credits as payment in the
United Kingdom? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
5.5 How do I quote a custom consulting engagement in Australia
using credits purchased at 0% volume discount? . . . . . . . . . . . . . . 10
5.6 How do I quote a custom consulting engagement in Australia
using credits purchased at 15% volume discount? . . . . . . . . . . . . . .11
5.7 How do I quote TAM slices in Denmark using credits purchased
at 0% volume discount? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
5.8 How do I quote TAM slices in Denmark using credits purchased
at 15% volume discount? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

program gUiDelines / 2


6. How to Sell Credits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
6.1 Where can customers purchase credits? . . . . . . . . . . . . . . . . . . . . . .11
6.2 Is there a limit on the number of credits a customer
can purchase? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
6.3 Do customers need to specify whether credits will be used for
consulting or training at the time of purchase? . . . . . . . . . . . . . . . .11
6.4 Is a Statement of Work (SOW) required at time of purchase? . . 12
6.5 What happens after a customer submits a purchase order? . . . . 12
7. How to activate an account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
7.1 How does the customer activate the credits account? . . . . . . . . . 12
7.2 Can the account be customized for use by more people and
divisions within the company? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
7.3 What if my customer has a problem such as not receiving
the account activation email or having a wrong credit balance? 13
8. How to Redeem VMware Consulting and Training Credits . . . . . . . . . . . .13
8.1 How do customers redeem credits for classes? . . . . . . . . . . . . . . . 13
8.2 How do customers redeem credits for consulting? . . . . . . . . . . . . 15
8.3 Who will contact the customer to deliver this service? . . . . . . . . . 15
8.4 Can a combination of cash and credits be used for the same
engagement or training class? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
8.5 Can a combination of cash and credits be used for purchasing
TAM slices? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
8.6 How are credits redeemed for TAMs? . . . . . . . . . . . . . . . . . . . . . . . . 16
9. How to Check Account Balances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16
10. What is All-Access eLearning subscription? . . . . . . . . . . . . . . . . . . . . . . . . 16
10.1 Is this an instructor led course? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
10.2 What do customers get when they buy this offering? . . . . . . . . . 16
10.3 Are there pre-tests or pre-requisites for this offering? . . . . . . . . . .17
10.4 How is the access that customers get to an eLearning course
through All-Access eLearning different from the access they
get if they simply bought individual eLearning courses? . . . . . . . .17
10.5 What happens when VMware introduces new eLearning
offerings during the term of a customer subscription? . . . . . . . . . .17
10.6 If VMware adds a new eLearning course to the subscription
on March 3, and the customer’s current subscription ends on
March 4, does that mean the period of access to that new
course is only one day? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17



10.7 What happens when VMware obsolesces an eLearning
offering by issuing a new one for a newer version of the
software it discusses? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
10.8 Is there a “try-before-you-buy” opportunity? . . . . . . . . . . . . . . . . . .17
10.9 Can a customer cancel his or her subscription before its
expiration and receive a pro-rated refund? . . . . . . . . . . . . . . . . . . . .17
10.10 A customer tried to buy All-Access eLearning, and myLearn
gave them an “access denied” message. Why did this happen? . .17
11. Mid-sized Accelerator Kits (MAK) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
11.1 My customer purchased a Mid-sized Accelerator Kit that
came with 30 PSO Credits. What comes next? . . . . . . . . . . . . . . . . .17
11.2 My customer purchased a Mid-sized Accelerator Kit that
came with 30 PSO Credits. What if the fee for the training
they are trying to purchase is more than 30 credits? . . . . . . . . . . .17
11.3 What other options exist for using the 30 PSO Credits that
came with the Mid-sized Accelerator Kit? . . . . . . . . . . . . . . . . . . . . 18
11.4 How do customers request either of these services? . . . . . . . . . . 18
12. Expirations, Notifications, and Extensions . . . . . . . . . . . . . . . . . . . . . . . . . 18
12.1 Do Consulting and Training Credits expire? . . . . . . . . . . . . . . . . . . . 18
12.2 Is there a time restriction as to when the training or service
must be completed? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
12.3 What notifications will the customer receive regarding the
credits account? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
12.4 Can the credits expiration date be extended? . . . . . . . . . . . . . . . . 19
12.5 What if my customer wants a packaged consulting
engagement delivered but their account is due to expire
around the timeframe of delivery? . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
12.6 What if my customer’s credits are due to expire for a custom
consulting engagement? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
12.7 My customer is interested in attending a class. What do
they need to know about the expiration date of their
credits account? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
12.8 What if my customer would like to schedule an onsite
class and their credits account is expiring on or prior to
the date of the class? . . . . . . . . . . . . . . . . . . . . . . . . . 20
12.9 What if my customer already had an extension and they
are coming up on expiration again? . . . . . . . . . . . . . . . . . . . . . . . . . 20



13. Partner-Specific Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
13.1 Can Consulting and Training Credits work be subcontracted
to VMware Authorized Consultant (VAC) partners? . . . . . . . . . . . 20
13.2 If a VAC sells the credits, will VMware guarantee the
business will be subcontracted back to that VAC partner? . . . . . 20
13.3 May the reseller or distributor redeem the credits for the
customer? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
13.4 Do reseller and distributor discounts apply to the credits? . . . . . 20
13.5 Can a reseller purchase credits for their own use and still
receive the distributor discount? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
13.6 How are reseller and distributor discounts applied on the
sale of credits? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
14. Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
14.1 If a customer redeems credits for a 60 day consulting
project, but only uses 45 days of consulting and cancels
the remaining phases of the engagement using change
control, can the customer get a refund on the remaining
balance? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
14.2 Can I combine more than one credits account into
one account? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
14.3 Can credits be used to purchase VMware licenses? . . . . . . . . . . . . .21
14.4 Can credits be used for VMware Support and
Subscription (SnS)? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
14.5 Where can I find more information on VMware Consulting
and Training Credits? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21



for Sales and Partners

1. What’s New?
• Credits can be sold and redeemed in USD, AUD, EUR, GBP, EUR and JPY.
• The SKUs for PSO credits have been updated as follows:
SVC-0-CR100  SVC-CR-0

2. What are Consulting and Training Credits?
VMware Consulting and Training Credits are prepaid services dollars that can be redeemed for any combination of VMware
packaged consulting, custom consulting and education services. Credits provide customers with the flexibility to allocate
budget up front and then use the services when needed.
Important: Credits accounts cannot be used until they are activated by the customer. Credits will expire one year from
date of purchase regardless of whether or not the account has been activated; even unactivated accounts will expire.

3. What are the benefits of VMware Consulting and Training Credits?
Customer Benefits:
• Greater flexibility: Apply credits as needed towards education and consulting services and take advantage of
budgeting cycles.
• Built in value: Credits include volume discounts for packaged consulting and training.
• Less administrative effort: Accelerate order fulfillment by purchasing credits in bulk.
Partner Benefits:
• Financial incentive: Creates a mechanism for partners to receive compensation for selling custom consulting work.
• Packaging: Allows partners to create packaged bundles which include VMware services.
• Accelerate deals: Partners do not need to wait for formal Statement of Work (SOW) signoff to sell VMware custom
services.

4. How do VMware Consulting and Training Credits work?
• Credits are administered through an automated system of record, which is accessed via a VMware portal. Through the
portal, customers assign rights, administer MyAccount specifics and receive regular reminders indicating the number of
credits remaining in their account.
• Once the customer is ready to implement VMware technology or register for classes, they can do so from the VMware
portal.
• Customers apply the credits towards the purchase order for greater flexibility and less adminstrative effort. Credits and
cash currency cannot be mixed in a single purchse, except when applied to a custom Statement of Work (SOW). Travel and
Expense may be purchased with credits at list price per volume.

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4.1 What is the unit of measurement for credits?
Each credit is equivalent to $100 USD per the following chart:

SKU # of C r e d iTS USd GbP eUro aU d j Py

SVC-CR-0 1 – 150 $ 100 £ 76 € 81 $ 147 ¥ 10,559

SVC-CR-10 151 – 600 $ 90 £ 68 € 73 $ 132 ¥ 9,503

SVC-CR-15 601 – 1,200 $ 85 £ 65 € 69 $ 125 ¥ 8,975

SVC-CR-20 1,201 + $ 80 £ 61 € 65 $ 117 ¥ 8,447

4.2 Can credits be used as payment for services and Education?
Yes. When redeemed for education and package consulting services, each credit is equivalent to $100 USD. When
purchased in volume, credits are applied to custom consulting services, Travel and Expenses (T&E) and Technical Account
Managers (TAMs) at the list price per credit by volume.

4.3 How are credits used as payment for Travel & Expenses (T&E)?
In North America, or regions where T&E is a separate line item, credits may be redeemed for T&E at the regional list price.
In the US T&E is $2200 USD per week. Credits are applied to T&E at the list price per credit by volume. When T&E is
bundled into the price of the packaged service, as in Europe, credits may be redeemed for the entire packaged service as
a whole.

4.4 How are credits used as payment for Technical Account Managers (TAMs)?
Because the TAM program is delivered as an at-cost service by VMware, credits are applied according to the list price by
volume. For example, when purchasing 650 credits, the list price of each credit is $90 USD, for a total of $58,500 USD
(650 x $90=$58,500). The customer can then redeem the credits for a TAM listed at $53K USD for 645 credits
($53K/90 = 589 credits).

4.5 How are credits used as payment for custom engagements?
For custom consulting engagements, only one discount applies. Discounts are calculated into the SOW and credits are
applied according to the list price per credit by volume. For example, if a customer purchases 200 credits, the list price of
each credit at that volume is $90 USD, for a total of $18,000 USD (200 x $90=$18,000). The Solutions Architect preparing
the SOW calculates the correct charge and quotes the fee in credits. For example, if the SOW is valued at $20,000, 223
Credits at $90 will be used ($20,000/$90).
Table 1. VM wa r e Con SU lT in G a n d T r a in in G C r e d i TS — U S

SKU # of C r e d iTS U S $ aM o U nT l i ST P r i Ce / d i S Co U nT TaM / T& e Cr e d i TS r eq Uir e d (US )
Cr e d i T ( U S d)

SVC-CR-0 1 – 150 100 – 15,000 £ 76 0% T & E of $2,200 is 22
redeemed using list
SVC-CR-10 151 – 600 15,100 – 60,000 £ 68 10% price per credit. 25

SVC-CR-15 60,100 – 120,000 60,100 – 120,000 £ 65 15% 26

SVC-CR-20 120,100+ 120,100 + £ 61 20% 28



4.6 Why do we apply credits by list price for custom work?
We want to avoid double discounting. The Solution Architects need the capability to negotiate and provide discounts in
the SOW. The SOW is where the cost is more directly correlated to the services provided.

4.7 In what currencies can credits be purchased and redeemed?
Credits can be purchased and redeemed in USD, AUD, GBP, EUR, and JPY. PSO Credits will be quoted and billed in local
currency at the time of sale. Once purchased, credits are treated as a global currency and retain their value for the life of
the payment account. They can be consumed for any service that supports credits as a payment method.
All customers who purchased credits prior to May 21, 2009, will redeem their credits in USD and their myLearn credit
account currency shall remain in USD throughout the term of the credits.

4.8 How does regional pricing affect credits?
List prices for VMware Consulting and Training Credits remain the same in each region, regardless of special regional
pricing. Regional pricing will be reflected at the time of redemption. For example: In the United States, a VI3: Install
and Configure class costs US$2,995, or 30 credits. In parts of the world where a VI3: Install and Configure class costs
US$2,495, the class may be redeemed for 25 credits.

4.9 How do I book orders with credits?
1000 Cred iTS for U n Kn ow n e d U C aT ion or Co nS U lTi nG S e rV i Ce S

qTy S KU d e SC r i P Ti o n l i ST P r i Ce ( U S d)

1000 SVC-CR-15 PSO Credit $60,100 – $120,000 $85,000

TaM in norT h a M e r iC a*


589 SVC-CR-10 PSO Credit of $15,100 – $60,000 $53,000

* TAM will be redeemed using the list price of $90 per credit.

V irTUalizaT ion aSSe SSM e n T ( liST Pr iC e $2 0 K )


200 SVC-CR-10 PSO Credit $15,100 – $60,000 $18,000

1 CON-EXP PSO T&E $2,200 per week $2,200

or ($2,20 0/90 = 2 5 C r e d iTS)


225 SVC-CR-10 PSO Credit $15,100 – $60,000 $20,250



5. How do I quote packaged services, Education, TAM slices and custom consulting engagements
using credits as payment in multiple currencies?
The cases below illustrate how to quote packaged services, TAM slices, custom consulting engagements, and Education. The
referenced tabs are located in the PSO Price List on VMvault.
Credit Conversion Cases:

Table 1. PriCinG for PaC KaGe d Se rV iC e S a n d e d U C aTi o n ( e xCe r P T f r o M P S o P r i Ce l i ST)

liST P r i Ce o f S e rV i Ce CaS h P r i Ce o f Cr e d i T Cr e d i TS To be r e de e Me d
or Co U r S e

CaSe Se rV iC e or CoU r Se loC a l USd lo C a l USd lo C a l US d
C U r r e nCy CU r r e nCy CU r r e nCy

1 VMware View Manager JPY $9,000 JPY 10,559 $100 90 90
Jumpstart in Japan 951,000

2 VMware View Manager $ 6,750 $6,750 $100 $100 68 68
Jumpstart in Singapore

3 VMware Infrastructure Design $18,750 $18,750 $100 $100 188 188
– Onsite in Singapore

4 VMware Infrastructure Design GBP 19,020 $25,000 GBP 76 $100 250 250
– Onsite in England

Note that regardless of the price the customer paid per credit, the credits’ price for the service or class is deteremined using list price of $100.

Table 1. PriCinG for PaC KaGe d Se rV iC e S a n d e d U C aTi o n ( e xCe r P T f r o M P S o P r i Ce l i ST)

liST P r i Ce o f S e rV i Ce CaS h P r i Ce o f Cr e d i T Cr e d i TS To be r e de e Me d
or Co U r S e

CaSe Se rV iC e or CoU r Se loC a l USd lo C a l USd lo C a l US d
C U r r e nCy CU r r e nCy CU r r e nCy

5 Custom consulting in Australia, $7,500 $5,100 $147 $100 51 51
credits purchased at 0%
volume discount

6 Custom consulting in Australia, $7,500 $5,100 $125 $85 60 60
credits purchased at 15%
volume discount

7 TAM slice in Denmark, credits €47,250 $53,000 €81 $100 581 580
purchased at 0% discount

8 TAM slice in Denmark, €47,250 $53,000 €69 $85 682 682
purchased at 15% discount

Note that the credits price for the service is determined using the price the customer paid for the credit (cash price).



5.1 How do I quote a packaged service using credits as payment in Japan?

1. Determine price for VMware View Manager Jumpstart in Japan. Go to CON & TAM PRICE LIST tab and search for
VMware View Manager Jumpstart. Note that it is JPY 951,000.
2. Determine number of credits to be redeemed (price of service in local currency/list price per credit in local
currency) = credits price for service.

5.2 How do I quote a packaged service using credits as payment in Singapore?

1. Determine price for VMware View Manager Jumpstart in Singapore. Go to Country Policy Mapping tab and search
for Singapore. Note that it is Policy E_USD. Go to CON & TAM PRICE LIST tab and search for VMware View Manager
Jumpstart in Policy E_USD. Note that it is USD 6,750.
2. Determine number of credits to be redeemed (price of service in local currency/list price per credit in local
currency) = credits price for service. Note that regardless of the price the customer paid per credit, the credits price
for the service is determined using credits valued at $100.

5.3 How do I quote Education using credits as payment in Singapore?

1. Determine price for VMware Infrastructure: Design - Onsite in Singapore. Go to Country Policy Mapping tab and
search for Singapore. Note that it is Policy E_USD. Go to EDUCATION PRICE LIST tab and search for VMware
Infrastructure: Design—Onsite in Policy E_USD. Note that it is USD 18,750.
2. Determine number of credits to be redeemed (price of course in local currency/list price per credit in local currency)
= credits price for course. Note that regardless of the price the customer paid per credit, the credits price for the
class is determined using credits valued at $100.

5.4 How do I quote Education using credits as payment in the United Kingdom?

1. Determine price for VMware Infrastructure: Design—Onsite in UK. Go to EDUCATION PRICE LIST tab and search for
VMware Infrastructure: Design—Onsite in GBP. Note that it is GBP 19,020.
2. Determine number of credits to be redeemed (price of course in local currency/list price per credit in local currency)
= credits price for course. Note that regardless of the price the customer paid per credit, the credits price for the
class is determined using credits valued at $100.

5.5 How do I quote a custom consulting engagement in Australia using credits purchased at 0% volume discount?

1. Determine price for consulting time in Australia. Assume price of AUD 7,500.
2. Determine price customer paid for credit in local currency. Go to CON & TAM PRICE LIST tab and note that
SVC-CR-0 is priced at AUD 147.
3. Determine number of credits to be redeemed (price of service in local currency/price paid per credit in local
currency) = credits price for service. Note that the credits price for the service is determined using the price the
customer paid for the credit (cash price).



5.6 How do I quote a custom consulting engagement in Australia using credits purchased at 15% volume discount?

1. Determine price for custom consulting in Australia. Assume price of AUD 7,500.
2. Determine price customer paid for credit in local currency. Go to CON & TAM PRICE LIST tab and note that SVC-
CR-15 is priced at AUD 125.
3. Determine number of credits to be redeemed (price of service in local currency/price paid per credit in local
currency) = credits price for service. Note that the credits price for the service is determined using the price the
customer paid for the credit (cash price).

5.7 How do I quote TAM slices in Denmark using credits purchased at 0% volume discount?

1. Determine price for a TAM slice in Denmark. Go to Country Policy Mapping tab and search for Denmark. Note that it
is Policy A_Euro. Go to CON & TAM PRICE LIST tab and search for TAM in Policy A_Euro. Note that it is EUR 47,040.
SVC-CR-0 is priced at EUR 81.
3. Determine number of credits to be redeemed (price of TAM in local currency/price paid per credit in local currency)
= credits price for TAM. Note that the credits price for the service is determined using the price the customer paid for
the credit (cash price).

5.8 How do I quote TAM slices in Denmark using credits purchased at 15% volume discount?

1. Determine price for a TAM slice in Denmark. Go to Country Policy Mapping tab and search for Denmark. Note that it
is Policy A_Euro. Go to CON & TAM PRICE LIST tab and search for TAM in Policy A_Euro. Note that it is EUR 47,250.
SVC-CR-15 is priced at EUR 69.
3. Determine number of credits to be redeemed (price of TAM in local currency/price paid per credit in local currency)
= credits price for TAM. Note that the credits price for the service is determined using the price the customer paid for
the credit (cash price).

6. How to Sell Credits

6.1 Where can customers purchase credits?
Credits can be purchased directly from VMware or from authorized reseller partners via distributors. Credits are available
for purchase globally. Credits purchased in one country can be redeemed in another country.
Credits can also be purchased using credit cards through the VMware.com store at http://www.vmware.com/
vmwarestore/ (limit 150 credits).

6.2 Is there a limit on the number of credits a customer can purchase?
For deals sold by the VMware direct sales team, there is no limit on credits. When purchasing through an authorized
dealer or distributor, customers may purchase up to US$200,000 in credits per transaction.

6.3 Do customers need to specify whether credits will be used for consulting or training at the time of purchase?
No, they do not need to specify whether it is for consulting or training at the time of purchase.



6.4 Is a Statement of Work (SOW) required at time of purchase?
A SOW is not required at the time of purchase. However, if your customer opts for custom consulting, a signed SOW
is required prior to the engagement. Once PSO Operations opens a credits account and once the account has been
activated by the customer, work can begin.

6.5 What happens after a customer submits a purchase order?
When VMware receives the purchase order for credits, an account is opened in myLearn and an email
is sent to the customer contact listed on the purchase order.
When credits are purchased on line at the VMware.com store, information regarding the VMware Consulting
and Training Credits account activation will be sent to the email address provided by the customer at the time of sale.

7. How to activate an account
The Credits account must be activated in order to redeem credits; even unactivated accounts will expire.

7.1 How does the customer activate the credits account?
An email request to activate the newly-created Consulting and Training Credits account is sent to the person listed as
the contact for the account. That e-mail includes an activate and configure link that must be followed to activate the
Consulting and Training Credits account.



7.2 Can the account be customized for use by more people and divisions within the company?
During the account activation process, the account coordinator can manage and configure the account, including
assignment of privileges to other people (designated users).

7.3 What if my customer has a problem such as not receiving the account activation email or having a wrong
credit balance?
For questions or concerns, email psocredits@vmware.com or call 1866-377-4710.

8. How to Redeem VMware Consulting and Training Credits

8.1 How do customers redeem credits for classes?
1. Go to http://www.vmware.com/education, and log in to the portal. The account can only be accessed by an account
coordinator or designated user.



2. Browse the catalog to find a class, and register for the desired class.

3. Select pay with PSO credits when the payment question is displayed. Note that if you select a class at a VMware
Authorized Training Center (VATC), your request will be forwarded and the PSO Credits are only redeemed once the
VATC confirms your seat in class.
4. Enter the number of credits required for payment, and select Make Payment.



8.2 How do customers redeem credits for consulting?
1. Go to http://www.vmware.com/services/consulting_request.html. No login is necessary to access this link.
2. Complete the online Consultant Engagement Request form and submit it. (This form is also available from the
navigation menu when the account coordinator or designated user is logged in to the portal.) This form goes to
VMware Consulting Operations. It usually takes two business days to process.
3. Confirm use of the credits for the engagement. A VMware Consulting Operations person will contact the account
coordinator for confirmation.

8.3 Who will contact the customer to deliver this service?
A Professional Services Organization Operations Coordinator will contact the customer to schedule the delivery of the
service offering.

8.4 Can a combination of cash and credits be used for the same engagement or training class?
A combination of cash and credits can be applied to custom engagements. For education delivered by VMware or
packaged services, one or the other (cash or credits) must be used. If you don’t have enough credits, additional credits
should be purchased to fully fund the activity.
If you attend a class from a VATC, please check directly with the VATC if a combination is accepted.

8.5 Can a combination of cash and credits be used for purchasing TAM slices?
No, we cannot mix payment types for purchasing TAM slices.



8.6 How are credits redeemed for TAMs?
1. Request the TAM service using the CERF Form on vmware.com
2. Indicate that payment is to be made by credits
3. VMware will verify that there are sufficient credits and will request to have a TAM staffed on the account

9. How to Check Account Balances
VMware sales teams, TAMs, managers and consultants will have read-only access to the myLearn portal.
1. Log in to myLearn (https://mylearn2.vmware.com/)
2. Click “Manage”
3. Click “Accounts”
4. Click the “Find” tab
5. From the “Method” dropdown menu, select “PSO Credits”
6. Click “Find”
7. To see the services or courses for which the customer has paid using credits, click the number in the Applied
column
For the customer to view credits, the account coordinator must go to http://mylearn.vmware.com, log in and view the
account. Each credits purchase is a separate line item.

10. What is All-Access eLearning subscription?
The All-Access eLearning Subscription enables access at a low, fixed price to all VMware eLearning classes for a period of one
year. Subscribers get free access to any new eLearning offerings released during their subscription period.

10.1 Is this an instructor led course?
No. It is an eLearning subscription.

10.2 What do customers get when they buy this offering?
When customers buy All-Access eLearning, they get unlimited access, at no additional charge, to all of our eLearning
offerings. (Some of our eLearning offerings are free, and these remain free; All-Access eLearning relieves the need to pay
for the ones with prices.) Each purchase of this SKU covers one individual; a company that wanted the subscription for
50 people would buy 50 count of the SKU.


10.3 Are there pre-tests or pre-requisites for this offering?
No.

10.4 How is the access that customers get to an eLearning course through All-Access eLearning different from the
access they get if they simply bought individual eLearning courses?
All-Access eLearning gives access for one year starting from the activation of the subscription. On the other hand,
individual purchases give access for 90 days, starting from the date the course was purchased.

10.5 What happens when VMware introduces new eLearning offerings during the term of a customer subscription?
These will be added to the library of courses a customer may access. However, the period of access is not extended. The
original expiration date is the date on which access to both the new courses and the old courses will expire.

10.6 If VMware adds a new eLearning course to the subscription on March 3, and the customer’s current subscription
ends on March 4, does that mean the period of access to that new course is only one day?
Yes.

10.7 What happens when VMware obsolesces an eLearning offering by issuing a new one for a newer version of the
software it discusses?
Access to the old eLearning will continue uninterrupted for the duration of the customer’s subscription.

10.8 Is there a “try-before-you-buy” opportunity?
Not directly. A customer who’s considering purchasing a subscription can first purchase (for far less money) one of the
eLearning courses in the bundle and evaluate it.

10.9 Can a customer cancel his or her subscription before its expiration and receive a pro-rated refund?
No.

10.10 A customer tried to buy All-Access eLearning, and myLearn gave them an “access denied” message. Why did
this happen?
All-Access eLearning is only for sale to customers, not partners or employees. This is because eLearning is already free
for partners and employees.

11. Mid-sized Accelerator Kits (MAK)

11.1 My customer purchased a Mid-sized Accelerator Kit that came with 30 PSO Credits. What comes next?
The contact provided at the time of purchase will be established as the account coordinator. The account coordinator will
receive an activation email. The account must be activated in order to redeem the credits.

11.2 My customer purchased a Mid-sized Accelerator Kit that came with 30 PSO Credits. What if the fee for the
training they are trying to purchase is more than 30 credits?
Your customer will need to purchase additional credits. They may do so through our website http://www.vmware.com/
go/buycreditsonline. If they purchased the credits or the kit through a reseller they may purchase additional credits
through them.
To attend a class at a VATC, please check directly with them if they accept a combination of cash and credits.



11.3 What other options exist for using the 30 PSO Credits that came with the Mid-sized Accelerator Kit?
Designed specifically for customers who purchased the Mid-sized Accelerator Kit, there are two one-day offerings
available worldwide. These service offerings cannot be sold separately from the VMware Infrastructure Midsize
Acceleration Kits.
1. VMware Infrastructure Essentials is a fast-paced, one-day service that is designed to help customers get a good
start. This service provides installation and configuration assistance to make sure that systems are configured
properly. In addition, it includes a technical overview workshop to help customers understand the features and
benefits of VMware ESX™ and VMware VirtualCenter.
2. VMware Health Check Light (VIHCL) is a fast-paced, one day service that is designed to help customers get the
best of their investment in VMware technology. This service provides guidance on the current best practices for
configuring and managing VMware systems.
Working together with the customer, a VMware Certified Professional (VCP) will review the customer’s VMware
Infrastructure Systems and provide concrete, actionable recommendations for optimization, configuration and usage.
Price for each service: 30 credits

11.4 How do customers request either of these services?
They must go to http://www.vmware.com/services/consulting_request.html. No login is necessary for this link.
After completing the on-line form, they select either
“VI Essentials (1 day)”. or
“VI Health Check Lite (1 day)”.
The customer should complete the form, selecting “Prepaid Credits” as the means of payment for the service and the T&E
(Travel and Expenses). The customer should be flexible on the “date range”.
The form will then be sent to the VMware Consulting Operations group. Please expect up to three (3) business days for
the request to be processed.

12. Expirations, Notifications, and Extensions

12.1 Do Consulting and Training Credits expire?
Yes, credits expire one year from the original date of purchase, whether or not the credits account has been activated by
the customer.

12.2 Is there a time restriction as to when the training or service must be completed?
For education, the training course must be scheduled before the credits expire and the course must be delivered within
90 days of expiration. For consulting services, the Customer Acknowledgement Form (CAF) must be signed by the
expiration date; delivery of the packaged or custom services can occur after the expiration date.

12.3 What notifications will the customer receive regarding the credits account?
The customer might receive several activation notices: one is sent after the account is opened and another is sent two
weeks after the first notice. Afterward, an activation notification is sent every month until the account is activated.
Each month, they will receive Monthly Credits Statements regardless of whether or not the account has been activated.
After the credits have been redeemed and the account balance is zero, no further Monthly Credits Statements are sent.
Correspondence will be sent via email to the designated account coordinator to request that action be taken to redeem
credits before account expiration. Notifications are sent 90 days, 60 days, and 30 days before account expiration.



12.4 Can the credits expiration date be extended?
Under certain circumstances, the expiration date of credits can be extended:
• Class is only offered after expiration date
• Student needs to reschedule
• Engagements are in progress but the credits will expire before the completion date
• Contract is under negotiation
• Extensions granted ONLY if the customer has attempted to redeem credits before the original expiration date.

12.5 What if my customer wants a packaged consulting engagement delivered but their account is due to expire
around the timeframe of delivery?
If your customer’s account is due to expire around the time they plan on taking advantage of packaged consulting
services, please make sure the following is done:
• Make sure the Consulting Engagement Request Form (CERF) is filled out and submitted stating their PSO credits
account number: http://mylearn.vmware.com/portals/consulting/.
• For requests for consulting engagement extensions, the customer sends the request to Consulting-support@vmware.
com.
• For requests for training extensions, the customer sends the extension request to education@vmware.com.
• A Professional Services Organization Operations Coordinator will email the extension template to the customer and
note it in the customer’s record. See below for an example of a template that will be used for extending an expiration
date for consulting.
• Note that this request must be completed before the expiration date.
• Important: Do not publicly publish these points of flexibility; rather consider them when customers are not yet
ready to redeem their credits.

Dear [customer],
RE: ONE TIME 90 DAY EXTENSION TO VMWARE CONSULTING AND TRAINING CREDITS ACCOUNT
EXPIRATION DATE.
We understand that you are requesting an extension to the expiration date on your VMware Consulting and
Training Credits Accounts. Please be advised that we are granting you this 90-day extension on a one-time
exception basis.
Before we can proceed with your extension, we require the following information:
1) Credits account identification:
2) Class you wish to attend or consulting engagement you want delivered:
3) Explanation for extending the credits account:
Please send this email to psocredits@vmware.com.



12.6 What if my customer’s credits are due to expire for a custom consulting engagement?
In this situation, you must:
• Make sure that there is a Statement of Work signed by the customer
• Send an email to Consulting-support@vmware.com to verify if the credits for your engagement are already on hold.
If not, please make sure that you communicate the following:
• “Please hold ____ credits for account number _____.”
• Consulting operations will make sure that your credits are reserved for your engagement.
• Send an email to PSOcredits@vmware.com requesting an extension of the PSO credits account.
• They will then send you a form similar to the one above for your customer to fill out.

12.7 My customer is interested in attending a class. What do they need to know about the expiration date of their
credits account?
The training must be completed before the expiration date of the account.

12.8 What if my customer would like to schedule an onsite class and their credits account is expiring on or prior to the
date of the class?
Your customer will need to request an extension of the expiration date. For requests for training extensions, the customer
sends the extension request to education@vmware.com.

12.9 What if my customer already had an extension and they are coming up on expiration again?
Should that happen, immediately notify the PSO Operations team to get proper approval for another 30-day extension.
Please keep in mind that the second extension requires management approval.

13. Partner-Specific Questions

13.1 Can Consulting and Training Credits work be subcontracted to VMware Authorized Consultant (VAC) partners?
Work can and will be subcontracted to accredited VAC partners (refer to standard VAC documents available on Partner
Central).

13.2 If a VAC sells the credits, will VMware guarantee the business will be subcontracted back to that VAC partner?
VMware cannot guarantee that the work will be subcontracted back to the original VAC reseller. We will record the
reseller of record and make a good faith effort to subcontract the business back to the VAC when the customer redeems
the credits for consulting services.

13.3 May the reseller or distributor redeem the credits for the customer?
The end-customer must redeem the credits from VMware. Partners must identify the end-customer name at time of
purchase.

13.4 Do reseller and distributor discounts apply to the credits?
Distributor and reseller discounts, as determined by partner agreements, apply to the list price of the credits sold to end
customers.

13.5 Can a reseller purchase credits for their own use and still receive the distributor discount?
When a reseller or distributor purchases VMware Consulting and Training Credits for their own use, the reseller becomes a
customer and does not receive the reseller discount.



13.6 How are reseller and distributor discounts applied on the sale of credits?
Under antitrust laws in the US and EU, we are not permitted to dictate the ‘per credit’ pricing or the volume discounts
to be offer to the end-customer. The distributor and reseller set their pricing as they wish without interference from
VMware. The list price by volume of a 151-600 credit block is $90 per credit. The distributor and reseller discount is
determined by the final price according to individual agreements between the distributor, reseller and end-customer.

14. Miscellaneous

14.1 If a customer redeems credits for a 60 day consulting project, but only uses 45 days of consulting and cancels
the remaining phases of the engagement using change control, can the customer get a refund on the
remaining balance?
VMware has a “No Refund” policy for all products and services. In this specific case, if the customer should cancel and/
or meet all of the deliverables in a shorter timeframe than what was outlined in the SOW, which would then be supported
by a Change Order, the remaining credits balance would be made available for use for up to one year from the date of
purchase.

14.2 Can I combine more than one credits account into one account?
No. Since the credits were purchased at different times, we cannot combine the accounts.

14.3 Can credits be used to purchase VMware licenses?
Consulting and Training Credits cannot be redeemed for license purchases unless those licenses are sold as a service as in
the VMware Desktop Infrastructure Pilot, which includes licenses for VMware Desktop Manager.

14.4 Can credits be used for VMware Support and Subscription (SnS)?
No, Consulting and Training Credits can be redeemed for VMware education, packaged services or custom consulting
only.

14.5 Where can I find more information on VMware Consulting and Training Credits?
More information can be found at www.vmware.com/services or by contacting your local VMware representative.

Vmware, inc. 3401 Hillview Avenue Palo Alto CA 94304 USA Tel 877-486-9273 Fax 650-427-5001 www .vmware .com
Copyright © 2009 VMware, Inc . All rights reserved . This product is protected by U .S . and international copyright and intellectual property laws . VMware products are covered by one or more patents listed at
http://www .vmware .com/go/patents . 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 .

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