Renewal Excellence

Renewal Process

1. Conduct Business Review
   1. Business review to take place within 120 – 90 days prior to customer LED
2. Weekly/ Monthly Cadence with Channel AMO
   1. Discuss ATR(aCCOUNTS TO rENEW)
3. Channel AMO to create Renewal Estimate
   1. 90 days prior to the LED estimate is released to partner. Channel AMO to discuss with partner prior to sending to customer
4. Partner to review/discuss renewal estimate to customer
   1. Negotiation
5. The customer signs off and channel AMO processes the renewal.
   1. Partners get copied on the signed estimate

Renewal Types

• Renewing
• Non- renewing
  • Partner AMO
    • Obtain the 30 day written notice from the customer
    • Partner AMO to inform and send the written notice to Oracle NS Channel AMO(CAMO)
  • Channel AMO
    • Channel AMO to add the CUSTOMER written notice in the customer record within User Notes
    • Notify Manager to change the customer status from “Closed Won”
  • Oracle NS Billing
    • Oracle NetSuite Billing Team will close the account after the license end date. Renewal status automatically changes to “Lost”.
  • Customer
    • Customer can access their account until the end of their contract to get all their data/information.

• Auto-Renewal – Renewal is processes manually without the customer’s signature.
  • Customer has not given notice of termination
  • last login period is within the past 60 days
  • transaction date can’t be more than 5 days prior to the start of their next term
• Non – Coterm Renewal(NCR) – is how we refer to contracts for license items that renew at a different date than the customer’s standard renewal
  • Examples – Sandbox
    • Advanced Customer Support
    • Premium Support
    • NetSuite Planning & Budgeting
    • LCS

Renewal Cap – Limits the price increase on the renewal and only applies to the value of the original functionality of the contract. Limite to a specific period.

Price Hold– Unit Net Price($) – Guaranteed for a specific term for future purchases of cloud services. Is limited to a specific period.

Price Lock – %Discount – Guaranteed for a specific term for future purchases of cloud services. Is limited to a specific period.

One Time Discounts – Discounts that ar applied to specific estimates that do not apply to future purchases or estimates

Renewal Best Practises

• Never blindly send an estimate without having a conversation
• Research
• Lead with value not price
• Don’t assume the status quo
• Consider solutions that promote efficiencies