Customer Management

As an administrator, you can proxy into your customer account(s) and manage their account, order services on behalf of them. The difference between ordering through proxy from the marketplace and ordering from the store directly is that when you order through proxy, you can order services for your organization directly and not for a department. You can also add new customers and manage your existing customer account(s) by activating or suspending their accounts.

  1. Authentication and authorization using standard parameters for (Email, Password)
  2. Option for customer self-registration
  3. Collect company and user profile during and after registration process

Manage Customer Account

This section describes how you, as an administrator can add customer(s) and manage their accounts.

Add Customers

To Add a new customer, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page, click Add Customer tab to add new customer, the Add New Customer page is displayed.
  4. On the Add New Customer page, provide the relevant information next to each field as described in the table below:
    Table 1. Add Customer
    Field Description
    Profile Details
    First Name First name. Maximum 30 characters.
    Last Name Family name or surname. Maximum 30 characters.
    E-mail Address Enter the customer company e-mail address.
    Phone Number Office telephone number. Maximum 30 characters.
    Company Details
    Company Name Enter the customer company name.
    Mailing Address
    Mailing Address Enter your mailing address.
    Billing Address Enter your billing address. The customer will be communicated to this address anything related to billing.
    Company Time Zone
    Time Zone Select the time zone for your company from the time zone drop-down list. The company time zone is considered while billing subscriptions and while the term and trial subscriptions expire.
    Verification Enter the valid chapter.
  5. Click Create to confirm.
  6. If you have your cloud credentials ready, click Add & Continue Cloud Service Credentials. Refer to Cloud Service Credentials for more information.

Add Customers using Bulk Import Process

Please note, before you start importing customers to JSDN you must provide your partner credentials while adding a service into the store catalog. Refer to Partner Credentials for more information.

To Add new customers in bulk, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page, click Bulk Import tab to add new customers, the Bulk Import page is displayed.
  4. On the Bulk Import page, select the provider from the drop-down list.
    Note: The current release of JSDN supports Microsoft Cloud Solution Providers.
  5. Click Import. Once the bulk import process is successfully done. The customer accounts and the users within the account and subscriptions associated to the users are created at JSDN Platform. The newly registered customers will be notified through an email.
  6. Once the customer account is created, they can login to the store portal and start consuming the services and manage services.
    Note: If the bulk import process is successful/fail, please refer to the status file to know the exact reason.
    • If the bulk import process is failed during Customer creation in JSDN, you can re-try importing the customer again.
    • If the bulk import process is failed while assigning subscriptions or licenses to the customers in JSDN, then please contact your administrator for support.

Suspend Customer Account

When you suspend a customer account, the customer can no longer login to their account, until their account is activated. Note that the services that have been assigned to the user(s) of the customer company will remain assigned until changed.

When you activate or suspend an account, an e-mail notification goes out to the customer administrator notifying the recipient of the action on their store. To suspend a customer account, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page displays a list of your customers. Find the customer, you want to suspend and, from the Actions column, click the Suspend icon.

    The Status column displays the customer company’s status as Suspended.

Activate Customer Account

When you activate a customer account, the customer company’s user(s) can access the services that have been assigned to them.

When you activate or suspend an account, an e-mail notification goes out to the customer administrator notifying the recipient of the action on their store. To activate suspended customer account, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page displays a list of your customers. Find the customer, you want to activate and, from the Actions column, click the Activate icon. The Status column displays the customer company’s status as Active.

Delete Customer Account

You can login to a customer’s store account via proxy and administer your customer’s account on behalf of your customer. To administer your customer account, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page displays a list of your customers. Find the customer, you want to delete and, from the Actions column, click the Delete icon. A confirmation message is displayed. Click OK.
    Note: You can only delete customer accounts those are in Suspended status.

Administrate Customers via Proxy

You can login to a customer’s store account via proxy and administer your customer’s account on behalf of your customer. To administer your customer account, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page displays a list of your customers. Find the customer you want to manage and click Proxy (from the Proxy column), against the customer entry. You will be automatically logged into your customer’s store account.
  4. You can manage the following tasks through proxy:
    • Manage Orders
    • Manage User(s)
    • Manage Store Branding
    • Configure Cloud Vendor Settings and Viewing IaaS Dashboard page

Unsubscribe Service Subscription

To unsubscribe services subscriptions for your customers:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page displays a list of your customers. Find the customer you want to manage and click Proxy (from the Proxy column), against the customer entry. You will be automatically logged into your customer’s store account.
  4. On the Subscriptions menu, click Manage Subscriptions. On the Manage Subscriptions page, place the mouse pointer over the subscriptions, then click Unsubscribe.

Manage Customer Orders

This section explains how to manage orders placed by your customers. On the Order Management page, you can view and edit the orders placed by your customers. This page lists all the orders placed by your customers.

To specifically manage the orders placed by an individual customer, you will need to proxy into that customer’s account. The date and time shown on the order screens are based on the logged-in user’s time zone.

Manage Multiple Customer Orders via Proxy

You can view, edit and manage the orders placed by your customers from a single location; your store’s Order Management page.

To view and manage orders placed by all your customers, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Order Management tab. The Order Management page is displayed.
  3. On the Order Management page displays a list of the orders placed by your customers.
  4. The Order Management page allows you to search for the orders. You can use the Search feature to search for a particular order:
    1. On the Order Management page, by default, a list of all orders placed for your company is displayed.
    2. In the Search Orders field, type the first three letters of a users’ last name.
    3. From the Select One drop-down, choose a filter option:
      • Created/Ordered by: (users) Last Name
      • Item Name
      • Ordered For Company ID
      • Ordered For Company Name
      • Order Number
    4. Enter the appropriate information in the text field and then click Go. The Order Management page displays the search results.
    The following table lists the columns that are displayed in the Order Management table:
    Table 2. Order Management
    Field Description
    Order Date The date on which the order was entered into the system. The time displayed is based on the users’ time zone.
    Order Number System assigned Order ID
    Ordered for Company Name Name of the Company which placed the order.
    Ordered for Company ID ID of the company which placed the order.
    Created/Ordered By User or company who created the order.
    Status
    • Deleted
    • Fulfilled
    • In Progress
    • Partially Fulfilled
    • Approval Pending
    • Saved
    • Payment Required
    • On-Hold
    • Rejected
    Action The Actions column of the Order Management page allows you to execute the following actions. Each action is executed by clicking its icon, as described below:
    • View Order
    • Modify Order
    • Place Order
    • Delete Order
    • Cancel Order
    On the Order Management page, you can also do the following:
    • View Orders and Order status
    • Search for Orders
    • Filter the Orders view based on filter criteria
    • View Order details
    • Edit Order
    • Place Order
    • Delete Order

Manage Customer Orders via Proxy

All customer orders are managed by the Customer administrator from the store. To manage a specific customer orders, you must login to the customer’s account via proxy. This section describes how to proxy into a customer’s account and manage orders.

The store administrator must perform the following tasks to manage customer orders:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page, click on Proxy in the Proxy column for managing customer orders.
  4. On the Orders menu, click Manage Orders. The Order Management page is displayed.
  5. The Order Management page displays all the orders placed by that specific customer. Click appropriate action against the order you want to manage.

Edit Customer Orders

You can edit a Saved Order. Once the order is placed, the order cannot be edited.

To edit saved orders placed by all your customers, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Order Management tab. The Order Management page is displayed.
  3. On the Order Management page, find the order you want to modify and click the Modify icon. The Edit Order page comprises the following three tabs:
    • Edit Order: Order Details
    • Edit Order: Item Details
    • Edit Order: Order History
  4. Edit Order Details page: On this page you can view a summary of your order details, such as order number order status, payment details and so on.
  5. Edit Order: Item Details page: This page provides item-level details such as order quantity, price, total, discount and so on. You can edit the orders displayed under Item Details tab.
    Note: The Reseller Order Reference code and Customer Order Reference code can be edited only for the orders those are in Partially Fulfilled, Pending Approval or Saved status.
  6. Edit Order > Item Details page: On this page, you can do the following:
    1. Service Activation Date: Click the Calendar icon to select the date on which you want your selected services to be activated. The service activation date is the date on which your order will be fulfilled.
    2. Update the Quantity field if required. You can use this field to order more service subscriptions. However, for fulfilled or partially fulfilled orders, you will only be able to view the items details.
      Note: As an administrator, you can do item level cancellation only if the item in Partially Fulfilled status.
    3. Order Date: You can update the order date. Click the Calendar icon to change/modify the date.
    4. Apply Promotion: Click the Apply Promotion icon to apply promotions to the service offer. This icon is displayed only if a promotion is associated to the service offer.
      Note: You must have valid promotion code, to apply promotion to the service offer.
    5. Issue Discount: Click the Issue Discount icon to issue discount for the corresponding service within the order. Refer to Issue Discount for more information.
    6. Request For Discount: Click Request For Discount to request discount from the marketplace administrator for the corresponding order. Refer to Request For Discount for more information.
    7. Save and Send Quotation: After applying the discount, click Save and Send Quotation to send the discount information to the customer for the saved order. Refer to Discounts for more information.
  7. Click Save to save your order information (in the case of a saved order only).
  8. Click Exit to quit the page. The following table lists the form fields that you can see on the Edit Order: Items Details page:
    Table 3. Edit Order - Item Details
    Field Description
    Item List of purchased service offers.
    Unit/Cycle The unit/cycle that is billed for your service item, for example, per user / per month.
    Recurring Fee The fee towards the service.
    Quantity The number of subscriptions ordered against each offer in your order.
    New Total Quantity The total number of subscriptions that have been ordered after editing.
    Total The total cost incurred for the payment cycle.
    Activation Date The date on which the service will be activated. Service activation date can be applied both at the order and item levels.
    Actions
    • View: Displays the order details
    • Apply Promotion: Click Apply Promotion to apply a promotion.
    • Issue Discount: Allows to issue discount for a specific service in order.
    • View Status Details: The possible error and action required to correct any issues that occurred while processing the order.
    • Edit: This icon is visible only in the case of a saved order.
  9. Edit Order: Order History page: On this page, you can view your order history and the status of each order that you have placed.

Order Flow

This section describes how the system processes orders and the flow of events that takes place from the placing of an order to its fulfillment. When an order is placed, the order status changes from placed to fulfilled.

To edit saved orders placed by all your customers, do the following:
  1. A service is ordered.
  2. If the order is set for automatic provisioning, the status is immediately set to In Progress.
  3. If the order requires administrator intervention for any reason, the order is on hold and requires manual intervention. The following order status appears on the Order Management page:
    • Saved: The order has not been completely placed and has been saved temporarily. For example, the order can be set to saved status when the customer requests for discounts. Once the discounts have been applied, the order can be processed and the order changes to fulfilled state.
      Note: While the order is still in a pending status you can cancel the order. However, the rejected order will still appear in the system for future reference with status as Deleted or Rejected.
  4. When the issue is resolved, the order status changes to In Progress. The order is then processed and the order status changes to one of the following:
    • Partially Fulfilled: Part of a multi-service order has been processed. The order will remain in this status until the entire order is processed.
    • Fulfilled: The order is complete and available for use.
  5. If the order has been placed on hold or has any errors, you can view the order detail by clicking the View icon against the order that’s been put on hold. The View Errors panel is displayed with the error information and corrective action.
    Note: In more cases, an error requires administrator intervention.

Place Customer Orders

Placing Orders on behalf of your customers via proxy. While placing an order for your customer, you can choose to either buy the service outright or opt for a trial option. If you choose to try the offer, you will not be asked to pay. However, note that trial periods are fixed. The period for which you can try an offer will be notified to the customer via e-mail. If you want to continue using your trial service, you will need to confirm the customer’s order before the trial period expires. The customer will be notified of the trial expiration date.

You can place an order for the following kinds of services:

  • A service that has a trial promotion associated with it.
  • A service that does not have a trial promotion associated with it.

If you choose to purchase a service offer that has a trial promotion associated with it, you will be able to use the offer for free during the trial period. However, once the trial period is over, the service offer charges will be billed to you, using your preferred billing method on file.

The procedure that you need to follow to purchase a service is the same for both scenarios. This section describes how you can place an order for a service offer.

  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page, find the customer on whose behalf you want to place an order.
  4. From the Proxy column, click the Proxy link to login to the customer’s account. You will be navigated to the Customer’s account in the store.
  5. On the Subscriptions menu, click Catalog. The store’s Catalog page is displayed.
  6. From the catalog, select the service that you want to order for your company. Click the More Info link to view detailed service information. Information on the service offers that are associated with the service and technical information relevant to the service offer will be displayed.
  7. Click Add to Cart against the offer that you want to buy. Your offer is added to the Shopping Cart.
  8. On the Shopping Cart page, update the Quantity field with the number of subscriptions you want.
  9. If a promotion code is associated to the service offer, the Apply Promotions icon is displayed in the Actions column.
  10. To apply a promotion to your order, click the Apply Promotions icon from the Actions column. The Apply Promotion window is displayed. If you have a special promotion code from your store, provide the code in this window and click Apply Promotion and then Return to Cart to return to your shopping cart.
  11. On the Shopping Cart page, click Secure Checkout to proceed with your order. The Review Order page is displayed.
  12. On the Review Order page, review your order and decide what you want to do with it. The following options are available:
    • Click Place Order to continue with order completion.
    • Click Save Order to save your order for now. You can place your order from the Order Management page at a later time.
    • Click Continue to go back to the catalog. Your selected offer will be stored in your shopping cart while you browse.
    • Click Cancel to exit the shopping cart. If you exit the shopping cart, the order management process is stalled. However, the selected service will be retained in the cart for future processing.
    • Service Activation Date: Click the Calendar icon to select the date on which you want your selected services to be activated. The service activation date is the date on which your order will be fulfilled.
    • View Promotion: Click the View Promotion icon to view the associated promotion. View Promotion icon is displayed only if a promotion is associated to the service offer.
  13. Click Place Order to proceed with order completion. The Terms and Conditions page is displayed.
  14. Select the Accept radio button and click Continue to proceed.
  15. If the service that you purchased requires additional information, the Additional Information page will prompt you to provide that information now.
  16. Proceed the necessary details and click Finalize to proceed to the Order Receipt page.
  17. Your order is now completed. On the Order Receipt page, click Manage Orders to manage the orders you have placed. Click Manage Services to manage the services you have purchased.
    Once your order is complete, you will receive an e-mail with order confirmation details. Once the service is provisioned, you will receive another e-mail, informing you of order fulfillment, including information on how to use the service.
    Note:

    When a customer requests for discount on the recurring fee or on the setup fee, you need to send a Request for Discount to the marketplace administrator. Refer to Issuing Discount for more information.

Discounts

When a customer requests for discount, you must send a Request for Discount to your administrator. Once the request for discount is approved, you can issue the discount to your customer, who requested for it. Please note, that the discounts can be offered on the recurring fee or the setup fee only. As an administrator, you can request for discount on behalf of your customers, and pass it on to your customers.

Issue Discounts

When your request for discount is approved by your administrator, you can go ahead and pass it on to the customer who requested for it.

To issue discount, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Order Management tab. The Order Management page is displayed.
  3. On the Order Management page, click the Modify icon against the order you want to request discount.
  4. On the Order Management page, click Modify next to the saved order for which you want to issue custom price. On the Edit Order > Item Details section, click the Issue Discount icon next to the service for which discounts should be issued.
  5. On the Apply Discounts window, you can view discount on the wholesale fee.
  6. If you want to issue discount on Setup Fee, select Setup Fee from the Setup Fee drop-down list. Enter the Setup Fee discount in the corresponding text box. If you want to issue discount on Recurring Fee, select Recurring Fee from the Apply Discount drop-down list. Enter the Recurring Fee discount in the corresponding text box. Click Apply. If the discount is calculated on the New Price then the new price is displayed in the Retail Price / Unit column or if the discount is calculated on percentage then the new percentage is displayed in the Special Price(%) column.
  7. The discount and margin percentage calculated is displayed in the respective columns. The Total Price column displays the total price for the term.
  8. Click Save to save discount. A confirmation window is displayed. You have to provide the date by when the discount should expire and description about the discount.
  9. On the Edit Order > Item Details page, click Save & Send Quotation.
  10. An e-mail notification is sent to the customer with the discounted recurring price. After availing the discount, the customer can place the order.

Request Discounts

To request for a discount on behalf of your customer, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Order Management tab. The Order Management page is displayed.
  3. On the Order Management page, click the Modify icon against the order you want to request discount.
  4. On the Order Management page, click the Edit icon against the order for which you want to request a discount.
  5. On the Edit Order > Item Details page, click Request For Discount.
  6. On the Request Discount page, provide relevant comments in the Comments field.
  7. Click Send Request to send an e-mail request to your administrator.

    After the request is approved by your administrator, you can issue the discount for the order

Configure Cloud Providers

You need to configure the cloud (IaaS) provider account settings in your customer’s account. You can proxy into a customer’s account and configure the customer’s cloud provider account settings.

To configure cloud provider account settings, do the following:
  1. Log in to the marketplace using your administrator credentials.
  2. On the Store menu, click Customer Management tab. The Customer Management page is displayed.
  3. On the Customer Management page, click the Proxy link to login to the customer’s account. You will be navigated to the Customer’s account in the store.
  4. In the store portal, navigate to Manage > Cloud Service Credentials page. The Cloud Service Credentials page is displayed.
  5. Click Add Cloud Service Credentials.
  6. The Add Cloud Service Credential window is displayed.
  7. Select the cloud provider from the Cloud Provider list.

    You need to configure settings for each vendor account.