Interworks Cloud Platform & WebsitePanel Integration

Transcription

1 Interworks Cloud Platform & WebSitePanel Integration Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Published: March, 2014

2 This document contains information proprietary to Interworks and its receipt or possession does not convey any rights to reproduce, disclose, manufacture, or sell anything it might describe. Use without Interworks specific written authorization is strictly forbidden. Interworks makes no representations or warranties with respect to the contents or use of this document, and it reserves the right to revise this document any time, without the obligation to notify any person or entity of revisions. Further, Interworks assumes no responsibility or liability for any errors or inaccuracies, makes no warranty of any kind (express, implied, or statutory) with respect to the contents or use of the information, and expressly disclaims any and all warranties of merchantability, fitness for particular purposes, and non-infringement of third-party rights. Interworks, the Interworks logo, the Interworks Cloud Platform logo, the Interworks Cloud BSS logo, the Interworks Cloud Storefront logo and the Interworks Cloud OSS logo are registered trademarks of Interworks. All other trademarks are the property of their respective owners. Interworks Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 2 of 74

3 Contents About this guide...5 Introduction...5 Support and feedback...5 PART ONE...6 Fundamentals Integration of the Interworks Cloud BSS with WebsitePanel...6 Resource Management in Website Panel...9 What is Hosting Plan? Creating Hosting Plans What is Hosting Add-On? Creating Hosting Add-Ons Set up your Accounts Create a BSS Account and synchronize it with WebsitePanel Synchronize existing Accounts Import Data Wizard Give access to your Customers in Storefront Platform Storefront Settings Rebranding Create a new product Configurable Products Create and Use Pay per Use Products BSS and WSP actions Manage your Sales Subscription Management Execute an Order Add On, Upgrades/Downgrades Subscriptions Upgrade/Downgrade Payments For Storefront Users Submit an order For B2C (Business to end Customer) Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 3 of 74

4 Billing Page Provisioning in Storefront Automated Ordering and Billing Process Storefront Registration Checking out from Storefront Basket Automated Subscription creation and renewal Automated suspension and cancellation of the subscriptions PART TWO Beyond the Basics Price Lists Contracts / Sales Terms / Rebates Contracts Home Page Create a Contract Contracts Sales Terms Sales Module Create an opportunity Create an offer Support Management What is a Case Create a Case Marketing Module Manage Campaign and Leads What is a Campaign and a Lead? Convert a lead / customer / opportunity Promotions Payments Manage your Resellers Working with Resellers Business Intelligence Manage your reports Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 4 of 74

5 About this guide Introduction This guide provides instructions for integrating Interworks Cloud Platform with WebsitePanel. Note: This guide is updated as new information becomes available. Before you begin, be sure to check downloads section of the Interworks Cloud Platform support site, to make sure you have the latest version of the guide. The publication date on the title page indicates the version. Support and feedback To receive support for the Interworks Cloud Platform you can visit in order to have access to product downloads and online help and documentation. Note: When you login to BSS Platform, you have the option to communicate online with one of our representatives from our Support Departments, simple by clicking the the Home Page. icon on the right side of Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 5 of 74

6 PART ONE Fundamentals 1. Integration of the Interworks Cloud BSS with WebsitePanel Interworks Cloud Platform integrates with various provisioning services. In the following steps you will be able to see how you can integrate Interworks Cloud Platform with your Website Panel (WSP) provisioning service. Note: Website Panel and 2.0 editions are live To begin with, from your BSS platform you need to set up the integration with WebsitePanel. From Set Up > Administration > System options and enter Provisioning Platform setup. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 6 of 74

7 In the Provisioning Platform Set up you need to fill in the fields in order to configure the access with your WebsitePanel service. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 7 of 74

8 In the Provisioning Platform field, use the drop down menu, to choose WebsitePanel as your provisioning platform. In the Web API URL field, enter your domain followed by /webserveapi (eg: In the username and password fields, enter the right credentials for User Name and Password of your User in WebsitePanel. Note: here you enter the User Name and Password of the root user. Each user created or synchronized, should have this user as the parent user. On Default Hosting Plan the user should choose the Hosting Plan of the WebsitePanel which your products and services are based on. (given that you have already defined Hosting Plans in WebsitePanel) All products connected to a Hosting Plan or a Hosting Add on will be provisioned Through BSS platform End users can instantly check their resources as well as their remaining usage quotas from Storefront. Note: We also support integration with multiple provisioning platforms (WSP, CPSM). The integration may also be established with different instances of the same provisioning platform (eg: WSP and WSP 1.2.1) Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 8 of 74

9 Resource Management in Website Panel Resources is the umbrella term used to describe the hosting servers on which services are installed as well as the physical/logical resources on hosting servers, such as mailbox stores and public folder stores for Exchange. Resources are managed in groups called hosting spaces. A hosting space can be a combination of several services and a hosting space can be allocated to one specific organization, one specific reseller or even be deployed in a remote datacenter.the service provider system administrators can manage the resources and hosting spaces using the service provider control panel. Hosting space is a set of resources (or services); it s a virtual "piece" of hosting environment where hosting items like domains, websites, mail accounts and others can be created. Hosting space is determined by the hosting plan which dictates where hosting resources are located (on which servers) and how much of them are allocated (hosting plan quotas). There might be more than one hosting space under your account. You could see the list of hosting spaces on the user account home page: Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 9 of 74

10 What is Hosting Plan? Hosting plan is a set of hosting resources and their corresponding quotas. Hosting resources here are set of services located on a single server of several servers (combined into one entity by mean of virtual server ). Hosting plan is used as a template for creating customer hosting spaces. Creating Hosting Plans To view the list of hosting plans of some reseller click "Hosting Plans" item on the left User Account Menu. To add a new hosting plan click "Create Hosting Plan" button. Hosting Plan quotas are based on your specific hosting space. What is Hosting Add-On? Hosting add-on is a set of hosting resources and corresponding quotas. Hosting add-ons allow extend quotas of existing hosting space without affecting its parent hosting plan. Think of hosting add-ons as a small part of a hosting plan with few quotas assigned. Creating Hosting Add-Ons To add a new hosting add on click "Create Hosting Add On" button. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 10 of 74

11 2. Set up your Accounts One of the first things you need to do is to import your accounts and contacts and synchronize them with WSP before you start working with your Customers Click on the Add button in Account s Home Page or, Click on New Account In quick create menu Insert all the necessary information and details of the new Account. When the new Account is enabled for ordering, then billing Information fields are turned on to compulsory. In ordering section you can define the payment method (i.e. credit card), registration number, as well as your pro rata billing schedule. Pro-rating is the day of the month that the customer will be invoiced. You can enter only specific values (first or last day of the month and values from 2-30). When Customer s pro-rating is 1 means that the customer will always be invoiced the first day of the month. When the pro-rating is disabled means that the invoices will be generated the day that the subscriptions are activated or at the end of the billing period. When all Account s information has been completed click Save and go to shortcut menu and click Add Contact to create Account s Primary contact. Complete the necessary information. Don t forget to enter Contact s address and to set the contact as Primary Contact by enabling the appropriate check box. If you want to set the contact to receive the invoices you should enable the option Bill to contact in contact s detailed view page. For each Account there is a list of contacts you can associate with. You can keep all your important contacts, manage them, edit them, and assign them with the Account. Important: Note that the drop down list Type might contain a type equal to Customer. However, this field does not characterize the Account as Customer. There is a section where you can define the payment method (i.e. credit card) as well as your pro rata billing schedule (Pro-rating is a feature to allow the invoicing procedure at a certain date. When you have a recurring order, it will generate an invoice per period, for example, a monthly invoice). For each Account there is a list of contacts you can associate with. You can keep all your important contacts, manage them, edit them, and attach them with the Account. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 11 of 74

12 3. Create a BSS Account and synchronize it with WebsitePanel Your Customers/Accounts will have to be synchronized with WebsitePanel, in order to take advantages of the provisioning services provided by Interworks BSS. To synchronize an Account, you must enter an address for the Account and you must mark the Account as a Customer (to do so, check the checkbox Is Customer, while creating or editing the Account). You should have also established the connection between the two systems as shown in paragraph Integration of the Interworks Cloud BSS with WebsitePanel From the main Account page and the left Shortcut Menu select Synchronization Option and fill in the user name and role. There are two types of roles: (a) Resellers (b) Users You should use the role "Reseller", whenever the Account is a Reseller and the role "User" whenever the Account is a simple User. Resellers are able to create Hosting Plans based on their quotas, whereas End users are able to use only the particular quotas you have given them. Enter the appropriate user name and click Save and Synchronize If the synchronization is successful, an Account will be provisioned in WebsitePanel. Attention! When deleting an Account from BSS, which is synchronized with WSP, the system will also delete the corresponding Account in WSP. Important Note: Each Account that you synchronize, will be created in WSP under your Account/User (root user), the credentials of whom you have used in setup. These credentials should not be used anywhere else, except for logging in to the Provisioning Platform. That is, when creating an Account in BSS, you should not use the username and password of your root Account/User (the credentials of the root Account/User are the ones that you have declared in Setup> Administration > System options > Integration with Provisioning Platform > Provisioning platform setup). Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 12 of 74

13 Note: Please make sure that the BSS user was given the permission to sync (set up-administration-users-user permissions see image below). 3.1 Synchronize existing Accounts If your Customers are already created in Website Panel, you should only synchronize them with BSS. Create an Account in BSS (make sure to enter a valid address and to check the Is Customer checkbox in the Account s detailed view page) click Synchronization option from the shortcuts menu and enter the username as it is defined in Website Panel. Click Save and Synchronize. The system will synchronize the BSS Account with an existing WSP Account. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 13 of 74

14 3.2 Import Data Wizard A Wizard for importing your Customers from WebsitePanel to Interworks Cloud BSS is implemented to help you sync up the two systems. Using the Import Data Wizard, you can import all of your data from WebsitePanel easily, without having to recreate your Customers in BSS manually. The wizard will import your hosting plans, hosting add-ons and your customers in Interworks Cloud BSS. It will also create active subscriptions for the customer s hosting spaces found in WebsitePanel. The wizard will fully sync up the two systems and you will be ready to immediately start using Interworks Cloud BSS for managing your subscription business. The wizard will run the first time you log in in Interworks Cloud BSS and during wizard, you will: setup the connection between Interworks Cloud BSS and WebsitePanel, specify which of the hosting plans and add-ons you have in WebsitePanel will be imported as products in Interworks Cloud Platform, create subscriptions in Interworks Cloud Platform for each customer space in WebsitePanel select what type of users will be imported as Accounts in Interworks Cloud BSS (all the users or only the active users), decide whether you want Storefront users to be created for your Customers Note 1: The wizard only runs automatically the first time you login to BSS. If you chose not to run the wizard at that time, you can access the wizard by clicking in the link WebsitePanel: Import in Imports in Progress section on the right side of your Home Page (See paragraph Step 1 ). You may also start the wizard from Setup by going to Setup > Administration > System Options > Provisioning Platform Setup. There you can see the button for Importing Data from WebsitePanel. Note 2: After running the wizard successfully, the link on the Home Page disappears. Each Account you want to create after running the wizard, should be first created in BSS, and then synchronized with WebsitePanel (see paragraph Create a BSS Account and synchronize it with WebsitePanel ). In the next of this paragraph we will discuss each step of the Wizard in detail. Step 1: In this step you are given the option to run the wizard immediately or to postpone it for another time. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 14 of 74

15 If you chose to run the wizard another time, you can access it using the link in the Home page. In every step you can chose to stop the execution of the wizard and start it another time from where you were left. Note: It s important to know that you can only run the wizard only one time. Step 2: In the second step of the wizard, you should set up the connection between the two systems, so that they can communicate with each other. In the Web API URL field, you should enter the name of your domain, followed by /webserveapi. In the username and password fields, you should enter your credentials for WebsitePanel. When you are done, you should click on the Test Connection button, in order to verify the connection between the two systems. If everything is ok the message shown in the next screen will appear, and you can then click on the Next button. Note 1: in the Username and Password you should enter the Username and Password of the root user ( the user that you use to login in WSP) Each user created or synchronized, should have this user as his parent user. Note 2: the information that you ve entered here, can be accessed later on from BSS s Setup. Simply go to Setup > Administration > System Options > Provisioning Platform Setup. Note 3: by clicking in each of the three above mentioned fields a message appears providing you with more details about these fields. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 15 of 74

16 Step 3: In this step you can view system s suggestions on which products to create based on your Hosting Plans and Hosting Addons from WebsitePanel. You may modify the names of the Products and you may also specify the appropriate Price/Month. Month is the default billing period, but you may change this option later on from BSS. In this step, you may also enter the appropriate Product Types for each of your Products and Add-ons. Note that an Add-on can only be added to a Product that has the same Product Type as the Add-on. So in order to add Add-ons to your Products, you must insert the same Product Type for both Products and Add-ons. After completing all the necessary information, you may click in the Next button. Step 4: In this step, all your users from WebsitePanel will be imported to Interworks Cloud BSS. In BSS, Accounts represent your Customers. An Account may be associated with many Contacts. Contacts are the individual persons, for example Tom Jones, George Smith, etc., that are associated with each Customer. After successfully running the Wizard, for each of your WebsitePanel users, an Account and/or a Contact will be created based on WebsitePanel user s info. At the beginning of this step you can see how many users you have in WebsitePanel and how many of them are active. You can choose to import only your active users or all your users (including the suspended users) by clicking in the appropriate radio button. In the Billing Day text box, you are given the option to enter the Billing Day that you want your Accounts to have. If you do not use prorata billing you may leave this textbox blank. In case you decide to change this option later on, you can do so, by changing the Billing Day field in the appropriate Account using BSS (Office > Accounts). In this step you may also chose to create Storefront Users for your Customers in WebsitePanel. This wizard creates Accounts and Contacts in BSS, for your WebsitePanel Customers. You may also choose to give to those Contacts, access to Storefront. To do so, just check the Create Storefront Users for all imported Customers checkbox. After the completion of the wizard a Storefront user will be automatically created for each of your Customers from WebsitePanel. If you don t want to create Storefront Users for your WebsitePanel Customers at this time, you can chose to do so after the successful completion of the wizard by going to Setup > Administration > System Options > Provisioning Platform Setup. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 16 of 74

17 Step 5: In the fifth step, the user is informed that a subscription will be created in Interworks Cloud BSS, for each space found in WebsitePanel that belongs to an active Customer. For each space a monthly subscription will be created and the subscription s amount will be the monthly charge defined in step 3. The start date of the subscription is being calculated based on the Billing day, defined in Step 4. In case that you haven t defined a billing day for your Accounts, the current date will be counted as the start date for the subscription. Space addons defined in WebsitePanel will also be added as add-ons of the subscription. Note that only active add-ons will be added, and they will be charged based on the price defined in step 3. Subscription s details may change later on from within BSS (Billing > Subscriptions). After reading the information provided in this step, you may click on the Run Import button, in order to start the procedure of importing your data from WebsitePanel to Interworks Cloud BSS. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 17 of 74

18 Step 6: This is the final step of the Wizard. In this step, the import procedure begins. While the procedure is in progress you won t be able to make any changes. After the successful execution of this procedure, you will see what is automatically created for you in BSS in detailed log. In case the procedure fails, an appropriate message will appear (see Image below), and you will be able to rerun the wizard in order to correct any mistakes by clicking the Try Again button. Note: a) The most common mistake is to select different Product Types for your Products and Add-ons. As we have discussed in a previous paragraph, Add-ons can only be applied to Products with the same Product Type. In case that this is your mistake, you can click on the Try again button, and you will be redirected to Step 3. b) Once you complete the import procedure all the accounts and storefront users should be created in BSS and then synchronized with WSP Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 18 of 74

19 4. Give access to your Customers in Storefront If you wish to give access to Storefront for one of your customers, you should do the following: Verify that the Account, to which Contact is assigned, is enabled for ordering. From the Contact s detailed edit page enable the option Storefront User and configure the access of your customer by setting his user name and password. After filling Storefront User section with the appropriate credentials (username and password) click Save. A new Storefront user is created for that Contact. The Contact can use these credentials along with the URL you have provided him, to enter Storefront, from where he can change his password and manage his Account. You can also create a contact and a storefront user by selecting Add Storefront User from Account s shortcut menu. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 19 of 74

20 Important Note: In order to give access to Storefront to a Contact and send a welcome you should declare a System mail Account in Setup Area. To do so, go to Setup > Administration > System Options > Organization Profile. On the Preferences section, enter the appropriate credentials of a valid account and click on Save (see paragraph Notifications and Templates). You should also verify that a system notification named Welcome to Cloud Storefront is active. You should also verify that the notification of a welcome exists. We support SSL and TLS Encryption for accounts (see paragraph Notifications in Setup area- for further information). Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 20 of 74

21 Storefront Settings General Go to Setup > Administration > System Options >Storefront Configuration and set different colors, images, for your storefront page. On this page, you can set up the basic parameters for your Storefront. Those parameters refer to settings like the storefront access configuration or the information displayed. In the first section, there are General Settings. Those include the following settings: Storefront Page Title. You can enter a title for your storefront, which is the title displayed on the browser tab for your Storefront Storefront Alias. You can define an Alias for Your Storefront. This means that a URL with your storefront alias will be created and the users who use this URL will not have to enter the organization ID, but only their username and password. Note 1: If you choose not to enter an alias to your Storefront, you should provide your Customers with the appropriate Organization Id along with the username and password that you have entered when giving access to Storefront for one of your Contacts. Storefront Host Header. It enables the Alias defined above. When this option is not checked, then the URL with the Alias is inactive. Show Prices to logged in Visitors. When this option is checked, the product prices are displayed in your Storefront. Otherwise, the prices are not displayed at all. Include VAT in prices. When this option is checked, the prices displayed in your Storefront is the total amount, tax included. Display Invoices. When this option is enabled, the option Billing is displayed in the storefront top menu and the user s invoices are displayed. Otherwise, the option Billing is replaced by the Subscriptions option and there are only the user s subscriptions displayed. The next section is the Enable Anonymous Access section. Since you have defined an Alias for your Storefront the organization id is not necessary to log in, you can define whether you prefer users that are not logged in to have access to your storefront. If you enable this option, users who are not logged in will be able see the home page and the product catalog of your Storefront. Since anonymous access is enabled, you can define the following options: Allow self registration. When this option is enabled anonymous users will be able to register themselves, filling the registration form (go to Storefront Registration page for more details). Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 21 of 74

22 Show prices to anonymous visitors. When this option is checked, prices will be displayed when a non logged in user is navigating through the storefront. When having the Check to allow anonymous access checkbox checked, you allow anyone to navigate around your Storefront page, and see your Products Catalogue, without having to login to your system. Additionally, with this checkbox checked, you are giving visitors the option to register to your Storefront. We will discuss this option in detail in the rest of this paragraph. Note: You cannot check the allow anonymous access checkbox, if you don t use an alias. Self-Registration Settings. This section appears only when the anonymous access is enabled. Those settings include: Payment method. You can choose the default paying method for the users registered. Enable Prorate Billing. Prorate billing can be defined for the Accounts created by users registered. When this option is checked, the Partial Charges Invoicing is enabled and you can choose the day for the partial invoicing. Auto invoice notification. When it is enabled, the users receives notifications for his/her invoices. Self Registration Settings. When you choose this option to be enabled, you have to enter a pricelist which will be used for the resellers. You enter the pricelist, clicking on the magnifier on the right. In order to be able to enable this option, there must have been defined a responsible user for the resellers in Setup > Administration > System Options > Use of API Usage. (go to Storefront Registration page for more details). The registration process is completed in WebSitePanel when a storefront user places an order. When a visitor registers online, the system creates an Account and a Contact in BSS but the account is not provisioned in WSP. The provisioning must be performed manually from an Account Manager by filing his sync options in BSS. In this version we automatically set account s synchronization options as follows: Role: It will always be user Username: It will be Storefront s username Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 22 of 74

23 When the customer places his first order, the system will first provision the customer in WSP and then it will execute the order for provisioning his services. In the Sections Activation section, you can define the following options: Suggestions to Customers. By enabling this option, the Customers also bought section is displayed at the bottom of the product view page. Enable Most Popular Products section. When it is enabled, the Most Popular section is displayed in the Storefront Home Page. You define the products that will be displayed in this section by defining the period in which you want to get the most ordered product. Enable New Products section. By checking this option, the New products section is displayed in the Storefront Home Page. In this section, the products that have been added in Home Page New Products will be displayed. Home Page Offers. You can add the products that will be displayed in the Offers section in the Storefront Home Page. You have to click on the magnifier, which will display a list of the products that are under promotion. You choose the product you want and click on the + sign to add in the list below. You can re-arrange the products by the arrows on the right. Home Page Featured Products. You can add the products that will be displayed in the Featured section in the Storefront Home Page. You have to click on the magnifier, which will display a list of the products that you have categorized as Featured in the Product Storefront Settings. You choose the product you want and click on the + sign to add in the list below. You can re-arrange the products by the arrows on the right. Home Page New Products. You can add the products that will be displayed in the New section in the Storefront Home Page. You have to click on the magnifier, which will display a list of the products that you have categorized as New in the Product Storefront Settings. You choose the product you want and click on the + sign to add in the list below. You can re-arrange the products by the arrows on the right. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 23 of 74

24 Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 24 of 74

25 Rebranding The rebranding tab contains all the options concerning the storefront appearance configuration, such as colors and fonts. General. In this section you can define basic settings for your Storefront appearance. Font Family. You can enter the fonts you want to use in your Storefront and their default Size. Default Font size / Font Color. You can define the size in which the font is displayed on your Storefront. Headers & Tab Color. You define the color of the current active tabs (for example on the product view page as you can see in the picture below, in which according to the settings in the picture above, the active tab color is orange) Inactive Tab Color. You define the color of the inactive tabs (the blue tabs in the picture below). Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 25 of 74

26 Default Text Box Background Color. The background color of the text boxes (like the username textbox in the Login page) on your Storefront. Modal pop up Background Color. You can define the color of the modal pop up in your Storefront. This color fills the screen when a page is loading. Login Page. Incudes the view of the Storefront Login Page. Background Color. The background color in the Login Page. Login Page Logo. The Logo displayed in the Login Page. When you click on the Click to Replace option, three options appear: You can upload an image, you can insert a URL or you may delete the image you have defined. Storefront Header. Includes the settings for the Header. Header Logo. The Logo displayed on the left top corner of your Storefront. When you click on the Click to Replace option, three options appear: You can upload an image, you can insert a URL or you may delete the image you have defined. Background Color. The Color of the Header of your Storefront. Font Color. The Font Color on the Header of your Storefront. Cart Indicator Color. The Color of the Cart Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 26 of 74

27 Footer. Includes settings for the Footer. Background Color. The Color of the Footer of your Storefront. Font Color. The Font Color on the Footer of your Storefront. Trade Mark Text: This text is displayed at left lower corner of the page User Custom Footer. Since this option is checked, you can modify the footer of your Storefront through the editor underneath. Horizontal Menu. Includes Settings for the main navigation menu. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 27 of 74

28 Background Color. The color of the Background of the navigation menu on the top. Active Background Color. The color of the active option in the top navigation menu. Font Color. The font color of the top navigation menu options. Service Catalogue. The following options are not applicable to the new Storefront. Price Color. Group Header Background Color. Group Header Border Color. Group Header Font Color. Service Characteristics Category Background Color. Service Characteristics Category Active Background Color. Service Characteristics Background Color. Service Characteristics Label Color. Service Characteristics Value Color. Promotions. Settings for the promotions displayed in Storefront. Special offer large image. Not applicable to the new Storefront. Special offer small image. Not applicable to the new Storefront. Promotional messaging color. The color in which the promotional messages will be displayed on your Storefront. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 28 of 74

29 Buttons: The configuration applies only to the Product view page buttons on the new Storefront. Background Color. The color of the buttons. Font Color. The color of the text in the buttons. Border Color. The color of the borders of the buttons. Terms of Use. In this section you can define the terms of use for your Storefront. On the left side of the footer there is displayed a Terms of Use link (as it is shown in the picture below) which opens a new window with the terms of use as you define them in the editor. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 29 of 74

30 Storefront Banners On this page you can add banners to your Storefront, by upload and editing them in each editor. So, you can add the following banners: Home Page Banner. It is the banner displayed on Home Page, underneath the navigation menu on the top (in the image below you can see the editor in which you can add and modify the Home page Banner). Apps & Services Banner. It is the banner displayed on the Apps & Services Page, under the navigation menu on the top. Offers Category Banner. It is displayed on the Offers Category page. If no banner has been added, the banner you have added for the Apps & Services Page will be also displayed on this page. New Products Category Banner. It is displayed on the New Products Category page. If no banner has been added, the banner you have added for the Apps & Services Page will be also displayed on this page. On the same page, you can enter a custom CSS, which you can use in Storefront Rebranding for your storefront configuration. Moreover, you can enable the Contact us link, which will be displayed on the Storefront footer and is a link to the Contact us page. You define the information displayed in the Contact us page in the editor of this section. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 30 of 74

31 After completing the form, the visitor must check the I accept the Terms of Use checkbox and click the Register button. By clicking the Register button, the visitor is logged in automatically to your Storefront, and an appropriate Account is created in BSS. The Account name is the Company name the visitor had entered in the above form. A Contact is also created, using the First Name and Last Name, the user had entered. This Contact has access to Storefront with the username and password he had entered in the above form. You can see the created Account and Contact in BSS, by going to the appropriate modules. Note: A user from your BSS must be responsible for the Account and Contact that will be automatically created after the registration of a visitor. In order to register an Account, you should create the appropriate permission rules and select the appropriate access rules for API usage. You can do so by first creating permission rules. Go to Setup > Administration > Personal Setup > Permission Rules and create an appropriate permission rule (see paragraph Permission Rules for more details). After creating an appropriate permission rule, you should go to Setup >Administration >System Options >Storefront Configuration > Automation Options > Use of API options, and enter the name of the Responsible User and the permission rules for the related modules (Accounts, Contacts, Invoices, Orders, Subscriptions) and click on the + button. Without following the two steps mentioned in this paragraph the visitor will not be able to register an Account and he will receive one of the following messages: Invalid API options for Accounts or Invalid API options for Contacts. Interworks Cloud Platform & WebsitePanel Integration Getting Started Guide Page 31 of 74

32 5. Create a new product To create a product, choose one of the following steps: Click Add > Add Product from Product s Home Page Click New Product using Quick Create menu In the following page you will have to insert your Product s details: Choose whether the product can be Primary or Add-on product, by selecting the appropriate radio button next to the field Define Product as. Products marked as Add-ons, can be added to Products given that they have the same Product Type. Interworks Cloud BSS supports 3 different charge types. o One time charge : you use this type of charge for products with non-recurring charge, e.g. Mobile phone. For products of this type of charge, there is no need to create subscriptions. o Recurring charge - prepaid : you use this type of charge for products with recurring charges, for example every month. For this type of products, appropriate subscriptions must be created when a customer buys the product o Recurring charge Pay-per-use (PPU) : you use this type of charge for products that you want your customers to be charged based on the usage of the product. When selecting this type of charge, you can import an excel file to the system (See paragraph Usage Charges) and the appropriate subscriptions will be update. Important Notes for PPU products: 1. This type of products cannot be upgraded or used for a trial period. 2. You cannot select this type of charge for Add-ons 3. You can choose to charge a PPU product, with two different ways: a. Charge for partial billing period: you charge the Customer for the days that he used the resource b. Charge for the whole billing period: you charge the customer for the whole billing period regardless the days that he actually used the resource 4. In the edit of a PPU product, you can choose to edit pricing info by going in the Pricing section in the Product s detailed view page. o In the Recurring Charges tab, you can edit the recurring pricing info, such as Purchase and Sell Price for the product, discount list applied, etc. o In the Usage Charges tab, you can set for which of the Product s resources, you want usage charges to be applied and what is the type of your resource (metered/allocated See Paragraph Usage Data). You should also specify which add-on will be used to charge every resource. Choose the appropriate Product Type (given that you have declared the Product Types in the Setup).

33 The product type will be a drop-down menu where the product types are grouped by the following way: o o o There will be a group for each Provisioning Platform that is activated. So, if a customer has the CPSM enabled, you would see the group Citrix CloudPortal Services Manager and underneath a list of the system product types derived by CPSM. If a customer has integrated more than one CPSM, then the group name will be Citrix CloudPortal Services Manager - <INSTANCE NAME> All the web apps that have been enabled (e.g. Panda, FileLocker etc.) will be together under the group Cloud Apps. All the rest product types that are not system product types, they will be grouped under the group Rest Apps. Also, for each product type an image can be inserted. The user can insert an image from Setup > Billing > Products> Product Types by selecting the desired product type and Click to Replace option.

34 Choose the VAT Category for the Product, Unit of Measure, etc. Choose Industry from the relevant field. This field is a drop-down menu and the user can insert Industries at Setup > Billing > Products > Industries. (this field will be disabled if the product belongs to a product group. Choose a Category field. (This field will be disabled if the product belongs to a product group). You should also add the Price and the set up fees for your Product, as well as the charge type in pricing section by selecting the relevant radio buttons (recurring/one-time charge). If a Product has some special Product characteristics you can fill the appropriate info in the section Product Characteristics. Trial Products/Services are used to present Services or Products to customers for a short period of time in order to familiarize themselves, and more accurately decide whether they want to buy or not, the specific services or products in the future. Interworks Cloud Platform provides the following abilities: Create a trial-product for a specific customer for a specific amount of time. Trial Period can be days or even months. The Number of Trials per customer can be Total (i.e. for a specific customer only a specific amount of trials for the same product can be used only once). The Number of Trials per customer can be Concurrent (i.e. For a specific customer only a specific amount of trials for the same product can be used for several times). Trial Period can be extended. (Users with the appropriate permissions can extend trial subscriptions. This option is enabled in setup > users) Trial Products/Services can be managed and monitored through BSS and Storefront. Configure your Products/Services as trials by setting trial period and number of trial per customer. Trial Subscriptions are not charged. On a Product s Detailed page view, click request for trial to create a trial subscription. Using the Shortcuts menu, you can specify whether the product will appear on your Storefront or not. You can do so by clicking on Storefront Configuration, and checking the checkbox Show in Storefront. (All new products are not visible in Storefront by default)

35 Configurable Products Configurable is a product that his price changes based on selected order characteristics. The differences from the normal product are the following: The product price is from XX / month where XX is the price of the minimum configuration Underneath product s general info the Configure your service section is displayed. This section displays all products order characteristics grouped by properties groups. The groups will be displayed based on their position and underneath the group a description is displayed. When the user presses the Calculate cost button the estimated price will be displayed on the right: All the information that normal products have in Pricing and Add-ons section, all units, setup fee, and discount lists are also displayed. The last difference from the normal products is the Available Add-ons tab. Because all the pricing has been moved to configuration section, in this tab we display up to 4 add-ons. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 35 of 74

36 Connect a product with a hosting plan Create and Use Pay per Use Products Overview Pay-per-use products accommodate the need of customers to have access to potentially unlimited resources but only pay for what they actually use. Pay per use products are handled by the system as recurring products, meaning that a subscription is assigned to them upon ordering, and thereafter the additional ordered resources are monitored and tracked in the subscription. Create a Pay-per-use (PPU) product Either from billing menu, select Products and in Products List select "Add" or by selecting "Quick create" menu select "New Product". The New Product screen will appear. Enter Products compulsory information marked with an asterisk. In the "Charge Type" field select the drop-down menu and "Recurring charge - Pay-per-use" in order to define the product as pay-per-use. A Pay-per-use product has an extra option in order to define its role. In the field "Usage Charge Rule" there are two options: a) Charge for partial billing period, meaning that the product will be charged according to the dates that apply in the

37 subscription, b) Charge the whole billing period, meaning that product will be charged for its whole value for the dates that apply for the subscription. Note: A Pay-per-use product cannot be defined as a Trial or as Add- on product. Product Pay-per-use Fields Usage Charges There are two types of resources that can be defined for a Pay-per-use product. These are named as allocated and metered resources. a) Metered Resources. These are resources that are calculated and invoiced for one billing period and then for the next billing period measurement starts from the beginning. Such a resource is e.g. the bandwidth of a web site. In order to charge the bandwidth that has been consumed by a web site, there is the need to measure the total bandwidth that is consumed in a given period and perform the relative charges. For the next billing cycle bandwidth should be re-measured. b) Allocated Resources (e.g. add-ons). These are resources that are used when a customer will be billed each billing cycle until the resource is cancelled by the customer. Such a resource is e.g. the CPU cores of a Cloud Server. If e.g. a usage file inserted to the system defines that a client has added a CPU core in a virtual machine, then this resource should be added as an add-on on the subscription of the virtual machine and should be charged on the following month too. In the view page of the product one can find in the field "Pricing" the tab "Usage Charges" that contains the action "Edit Usage Charges" in order to specify which resources could be charged based on usage. Displays a pop-up with the following: Resource. Is a list of all the product characteristics that relate to the resources. Usage Type. As mentioned above there are two kinds of resources: the allocated and metered resources. This parameter specifies what type is the resource. The drop-down menu contains two options: a) Metered and b) Allocation. Add-on for charge. The use of resources will be billed through add-ons. So for each resource that it is charged based on usage, there is the need to define based upon which add-on charges will take place. All the add-ons of the PPU product that have been set with a value for the selected product characteristic will be displayed. Charge Rule. This field is meaningful only for usage type = allocation. For metered resources does not make sense because the quantity of the resource in multiplied by the unit price. For metered resources becomes disabled. The values set in this field corresponds to the field "Usage Charge Rule" as in the PPU product. Important: You cannot select twice the same resource. PPU product in a n offer / order A PPU product can be inserted in an offer or an order so as at the end a subscription to be created. Click "Sales > Offers" or "Sales > Orders" depending on what needs to be created and in the field "Products" in Offer/Order select a PPU product. After completing all the compulsory fields of the Offer/Order, click on the cross sign in order to insert the PPU product to the Offer/Order. After inserting the PPU product, a green line will appear under the product name denoting that: "This product is billed based on usage" and there would be no quantity. Click the cross sign once more in order the product to be inserted. By saving the Offer/Order the PPU product will be added to the Product tab of the Offer/Order. The Offer can be then concerted to Order and the Order to be executed so as a subscription would be created.

38 Execute an order with PPU product Note that in the product s tab of the order the PPU product will be marked with the flag "Bill on Subscription End Date". This will denoted by an arrow pointing on the right, next to products name. This is done because PPU products are always charged by the end of the subscription. The quantity of the PPU product would be zero in the order since the PPU cannot be charged before it is being used thus in a retrospective way. Selecting to "Execute Order" from the Shortcuts menu the order would be executed thus creating the relevant subscription. Create a subscription with PPU products You can create a subscription for a PPU either through an Order or by creating a new subscription from section "Billing > Subscriptions" and selecting the relative PPU product. A subscription for a PPU product will be characterized it by a distinctive green line on top denoting that "This subscription is billed based on usage". The Quantity of the subscription starts with a zero value and only after it holds a value, usage data for the resources can be inserted. In the Edit of the subscription the field "Billing Option" states "On Subscription End" and cannot be changed. This is so because the subscription would be invoices at the end of the billing cycle. In the subscription, after usage data have been inserted, there would be three tabs in a section called "Add-on": a) Tab "Pay-per-use Data": In this tab will be shown all changes made to the quantity of the subscription including also the following information Date. The date the change was made to quantity. For imported usage record it is the Start Date of that record. For manually changed, is the date that the change took place. Source Type. Three possible values: If the record produced via file, will have the icon If the record produced via API, will have the icon and a link to the corresponding usage data object and a link to the corresponding usage data object. If changes made manually, will have the icon and name of the user. Quantity. Can be positive or negative presenting the change in the amount Subscription Quantity. H quantity of the subscription after application of usage record. b) Tab "Allocated Resources": In this tab the Usage records for allocated resources are displayed. As explained above, when the system receives a usage record for an allocated resource then adds an add-on to the subscription. For these usage records THERE is on action to edit but only delete. Add-ons were added either manually or through an order and it is the regularly inserted add-ons. Two additional columns have been added: Source Type. Three possible values: If the record produced via file, will have the icon and a link to the corresponding usage data object. If the record produced via API, will have the icon and a link to the corresponding usage data object. If the record came through an order, will have the icon and a link to the order. Should be blank if someone has added an add-on on the subscription Total. Representing the total value of the add-on. c) Tab "Metered Resources": In this tab will showed the usage records that are for metered resources. For each usage record the following information will be showed: Date. Start Date - End Date of the usage record Source Type:

39 If the record produced via file, will have the icon and a link to the corresponding usage data object. If the record came via API, will have the icon and a link to the corresponding usage data object. Resource. Quantity. The quantity of metered resource. Unit. The Unit of the add-on that has been declared for the costs of this metered resource. Total. H total charge for this resource. Add usage data In order to be able to handle the imports of usage records, the entity "Usage Data" in the "Billing" module exists. A usage data record will be created for each import that takes place via a file (usually Excel file) or through an API whenever running an import session (e.g. used in Cloud Portal). When selecting "Billing> Usage Data" for each record displays the following information: Submission Date. Is the timestamp when the Wizard ran to import or when was made the API call. This field is the "name" of usage data and will be the link to the usage data view page. NOTE: Because the import become asynchronous, although not yet completed will exist the record with status in progress but the submission date will not have a Link on view since is hasn t finished the import yet. Source Type. This field displays if the data entered via import of a file or entered via API. Source Name. This field will have a value if the source type is imported from file and gets the name of the excel file. It is link to open the file. Submitted By. If the record is from file import, the user who made the import. Log File. A link to the Log file of the imported file or API import session. Status. There are three possible states: Import in progress. In this case the import has not be completed yet. Completed successfully. Displayed in green and the case did not show any error during import Completed with error. Displayed in Red if errors are found. In the list there are also usage data such as filters in all objects. These columns are the default columns shown in all the filters.

40 Import Excel File The user can create an Excel file that contains the following columns: ACCOUNT CODE SUBSCRIPTION RECOURCE QUANTITY START DATE END DATE Then from module "Billing", can select "Usage Data" and "Import File". A wizard will appear guiding the user to match the columns of the Excel file to the relative fields: Account Code (mandatory). The account code that relates to the account that the usage record is inserted for. Subscription (mandatory). The name of the subscription for which the usage record is inserted. Resource (optional). The name of the product characteristic. This field is not mandatory. If there is no value then it means that the usage record is for pay-per-use charge of the selected subscription (increases subscription s quantity). Quantity (required). The quantity to be added / removed. Start Date (mandatory). The date on which the resource was consumed. In the case of metered resource is the date of the commencement of the period in which they were measured. End Date (optional). This is the only non-mandatory field. Makes sense only for metered resources because marks the end of the period in which they were measured. By running the wizard a result would be presented stating the status of the import. The import would have the status "Completed successfully" is successfully inserted or "Completed with error" if the record has not been inserted successfully. The user can the edit the record selecting the link of the Submission Date and perform the appropriate corrections.

41 BSS and WSP actions BSS Actions Assign Product to Hosting Plan/ Add-on Synchronize Account Create Order or Subscription Add add-on in Order and relate to the subscription already synchronized with WSP Add add-on in the subscription already synchronized with WSP Setup Services in the subscription Cancel Add-on Suspend Subscription Cancel Subscription Activate Subscription Delete subscription Un-assign Account Delete Account Setup > Administration > Cloud Applications > Interworks Cloud OSS or WebSitePanel > Settings > Resource Deletion Parameters > Period in Days per Product type Website panel resutls A hosting plan/add-on is related to a product/add-on. A User/Reseller is created. Create the relevant hosting space and open resources Add additional resources to the existing and reserve additional hosting space by adding the relevant hosting add-on. Add additional resources to the existing and reserve additional hosting space by adding the relevant hosting add-on. Use the relevant resources e.g. create domain. Resources used appear as green in the WSP. Delete the related services to that add-on and also free the space that was related to the hosting Add-on by decreasing resources. Suspend the hosting space. The relevant space is marked as suspended. Cancel the hosting space. The relevant space is marked as cancelled. Active hosting space. Delete relevant hosting space The user is not synchronized to the account in BSS Delete the synchronized user/reseller After the number of days set in BBS for the certain product type the resources in OSS/WSP will be deleted. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 41 of 74

42 6. Manage your Sales Subscription Management The Subscriptions Management Module provides a 360 degrees view of all of your customer subscriptions. It provides automatic renewals for your subscriptions and keeps a history track for all renewals. It is integrated with your provisioning platform and display details in real time regarding service activations. You can instantly check your resources as well as your remaining usage quotas from the subscription page If you mouse over the services set up images, you can auto log in by pressing the respective. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 42 of 74

43 Execute an Order There are three different options for order execution. Issue Invoice An invoice will be issued for all products with non-recurring charge, which have not been invoiced and for all products with recurring charge for which active subscription exists. Use this selection when you only want to invoice non-recurring charge products. Automatic Creation All Subscriptions will be created with the selected start date with all upgrades and Add-ons included. Use this selection when you want to create subscriptions without generating any invoices. (Invoices can be generated manually from the shortcuts menu in Account s detailed view page or automatically. When the subscription product is integrated with WSP the subscription will also displayed as synchronized. In cases where the execution of an order or the creation of a subscription fails because an error is returned by the integration layer, a Retry action is displayed in view page. The user must fix the issue the caused the error, and then to retry for completing the provisioning action. Issue Invoice, with automatic creation of subscriptions for products with recurring charge, applying upgrades and Add-ons Use this option every time you want to create subscriptions and to invoice the subscriptions or to invoice the non-recurring charge products (it s a combination of the options 1 and 2) With Automatic Invoicing, you can define a specific date to automatically generate an Invoice. (Prorate billing). When your choice is applied the results of your action will be displayed in a new popup. Note 1: In order to be able to execute Orders, you should make the appropriate configuration in Setup section (a) In Setup section (Setup > Sales > Orders > Orders Status - See Setup Paragraph) you have to configure one Order Status with Type = Automatic execution. (b) You should also define in Setup > Billing > Invoices > Invoice Status two Statuses. The first one should be of Type = Paid and the second one should be set to Unpaid. You may also have as many types as you want, but you should at least have the above mentioned. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 43 of 74

44 Note 2: You can also submit orders from Storefront. In order to be able to execute orders from Storefront, you should have at least one Storefront Type = Draft and one Storefront Type = Submitted You should also have one Type set up Automatic Execution (this is usually set to the Status that is set as Submitted ). This status will be used in order to execute your Orders either they are submitted from Storefront or from BSS. Add On, Upgrades/Downgrades Track and view all add-ons that have been added or removed from a subscription. During the lifecycle of a subscription, the customer can request extra add-ons or cancel previous added add-ons. For each add-on we keep its activation date, its quantity and its status (active or cancelled). Add an add-on in a new order and assign it with an existing subscription or add an add-on in an existing subscription and generate invoice manually or let the system create the invoice automatically depending on Account s Prorata. On subscription detailed view page click on Pending invoices to verify the dates and the amount of the invoice that will be generated automatically.

45 Subscriptions Upgrade/Downgrade Upgrade a subscription to a more advanced service. Essentially it is the replacement of a service or a product with a new service/product of the same type but with more features, if it is an upgrade or less features if it s a downgrade. From the left Shortcut Menu choose Upgrade or Downgrade and a new pop up window will let you choose the product or service you want to upgrade or downgrade to. These actions can also completed from Storefront by any Storefront user. Click on Generate Invoices to create an invoice for subscription changes or let the system do it automatically in Account s billing date (prorate)

46 Payments The user can either process manually the payments he receives or he has the option to activate one of the supported payment getaways for receiving automatically payment entries from credit card charges. You can also make a payment manually. You are not limited to supported online payment gateways. You can manually apply payments such as checks, bank deposits etc. Note: Storefront Users can add add-ons, upgrade or downgrade a subscription directly from Storefront Platform. In this case Subscriptions invoices and payments will be created automatically and will be visible both in Storefront to end user and BSS. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 46 of 74

47 7. For Storefront Users The following information will help you to become familiar with the basic functions of the Storefront and how end customers can place orders over the Internet. Submit an order For B2C (Business to end Customer) The customer selects a product he wants to purchase from the Product Catalogue (Home Page or Apps & Services) Click Add to Basket at any product on the Storefront home page or from the Apps & Services page. A purchased order in Storefront can be instantly seen in the BSS platform of your company without having to register it manually. This could be a one-off purchase or it could be a recurring subscription. The same process applies if the customer wants to place an Add-On to a Subscription or to upgrade or downgrade to another plan. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 47 of 74

48 Billing Page Through billing page you can check all your Account Balance, your invoices, and your subscriptions You can access individual invoices, outstanding or overdue invoices Subscriptions (active cancelled or suspended) Click on any individual invoice in order to check all the invoice s details from that particular invoice as well as the items details that are included. 8. Provisioning in Storefront One of the key concepts of the Interworks Cloud BSS is the ability it provides for integrating your provisioned data within the Storefront itself. Therefore, it makes it very easy to manage all your web sites, FTP accounts, databases and other resources from a single place. Clients can view and manage their provisioned data and quotas directly from the BSS module or the Storefront without having ever to leave the platform. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 48 of 74

49 Manage your hosted organization View invoices list

50 9. Automated Ordering and Billing Process Storefront Registration A customer is able to browse the product catalogue of an e-shop (Storefront) without being a user of the site. As long as the customer adds something to the basket, the system provides redirection to the web page for either log in or register. If the customer is an existing user then there is the possibility to log in by using his/her credentials or register in order to get new ones. By selecting Resister customer is redirected to the web so as to fill in his/her registration details. On completing the registration customer is automatically logged in to Storefront so as to complete the transaction by buying the product added previously in the basket or add additional products and then check out from basket. On completion of registration the following actions occur in the system: a) A new account has been created in BSS for that customer. The account is set up with the Enable Ordering section activated, so as to be capable of billing. b) A new contact has been created, containing the customer s information such as address, e.t.c. and it is related to the account above. The account is also created to have Storefront access and is marked as Bill to Contact. Checking out from Storefront Basket BSS Prerequisites In order the automation procedure to run smoothly, some prerequisite actions must be performed in BSS by the administrator of the system. In BSS > Setup > Administration > System Options > Payment Gateways, a payment gateway must be set up in order transactions to take place e.g. Pay Pal Standard. In BSS >Setup > Administration> System Options> Payment Methods, the payment gateway previously set must be defined as payment method for the system of type Credit Card and be activated. In this section a default payment method can be set and by selecting Apply Default Payment Method to Accounts without Payment Method check box, the default payment method will be set to all accounts without payment method. By editing an Account in the section Enable Ordering, at the Payment Method, the payment method for this account can be defined. Once a default payment method has been set as described above, every newly created account will inherit this kind of payment method. In the account, in the Enable Ordering section, the Auto Invoice Notification check box should be set also, so as Storefront s customers to receive a notification that includes the invoice of the transaction. This can also be configured for all the accounts from BSS > Setup > Administration > System Options > Organization Settings > Auto Invoice Notification check box. In BSS > Setup > Administration > Print-out Templates > Invoice Template, a correct invoice template should be set, containing a link for the selected payment method, in order when the Storefront s customer receives Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 50 of 74

51 the notification containing the invoice, by selecting the link to be redirected to the web page for completing the payment. Describing the checkout procedure in Storefront After registration the Storefront customer is able to complete his/her transactions by checking out from the basket. As long as the customer has placed a product in the basket a draft order is being created. This draft order represents the basket itself and can be visible in the account, at Sales section, in orders tab, having the status Draft. No invoice is produced for that order until it is executed, meaning that the check-out takes place and the Order is placed in Storefront. Once the Order is placed is Storefront, by selecting Place your Order option (Step 2: Order Review), the customer is lead to Step 3: Payment, where there is link according to payment method, e.g. if it is Pay Pal, a link to Pay Pal, so by selecting it the customer is redirected to the web page of Pay Pal in order to complete the transaction. If the customer completes the payment, in Step 4: Confirmation, the invoice and the subscription (if the product is for recurring-charge) are created. According to what short of notification have been configured in BSS > Setup > Administration> Notifications > Customer Notification for the invoices, the end customer will receive an containing the information of his/her transaction and the invoice itself. In case the customer doesn t continue with payment procedure e.g. closes the Pay Pal web site, the order that was created before contains a button for adding a payment so the customer could in any time complete the transaction by selecting it. In the Order a yellow label appears stating that the Order is Awaiting Payment. In BSS the order Awaiting Payment is also shown containing also a link to an Invoice that is characterized as Proforma Invoice. Proforma Invoice has not been issued yet, therefore it is not visible in Storefront and will be characterized as such until the payment is completed. Automated Subscription creation and renewal On the completion of the transaction and after the payment has taken place, a subscription will be created for the product, as long as it is for recurring charge. Else for One Time Charge products only the invoices will be produced. The subscription created from a recurring charged product would have two billing options: a) On Subscription Start, so as the invoices would be issued at the moment the subscription is created, b) On Subscription End, so as the invoices would be issued by the end of the Subscription. Subscriptions are set to be renewed automatically, the relevant flag is set by the system itself, unless otherwise changed by the system s administrator. By the end of the subscription period, the subscription will be renewed automatically. An invoice for the new period would be issued. It would be generated according to the billing option set in the subscription.

52 In order the customer to be notified for the new invoice, created for the new subscription period, in BSS > Setup > Administration> Notifications > Notification Plans a Notification Plan must be set so as to notify the customers and send them the unpaid invoices, that also should contain a link to proceed with e.g. Pay Pal transaction. In any case the invoice has been generated and it is possible for a user to log in to Storefront, find the relevant invoice by its identification number and conclude the payment, since in the invoice there should be present an add payment option. Automated suspension and cancellation of the subscriptions As long as the subscription is being paid from the customer, it would be renewed and the relevant invoices would be issued. On the other hand there are cases that a customer doesn t wishes to continue using the subscription. In cases like that customer has the option to request the cancelation of the subscription by himself/herself through Storefront, by selecting the relevant subscription and selecting the Request Cancellation option. In BSS the subscription is also cancelled by this request. In situations that the customer is not too much consistent on his/her payments, system provides the possibility to automatically suspend or even cancelling the subscription. This can be done if the proper notification plans are set in BSS > Setup > Administration> Notifications > Notification Plans. In such cases the customer will receive the relevant notification, concerning the suspension or cancellation of the subscription after the number of days set according to the due dates of the invoices. A subscription can be unsuspended accordingly when the invoice is paid. For cancelled subscriptions there is no possibility for reactivation.

53 PART TWO Beyond the Basics 10. Price Lists Create price lists for promotions or for setting special prices per customer. Use the Price list to define product prices. A price list can be associated with more than one Account. Any Account can be associated with more than one Price List. Click on Billing > Price List to view Price List s home page To create a Price List choose one of the following steps -Click Add from Product s Home Page -Click New Price List from Quick Create menu If you wish to assign your products, or a group of products, into a price list you must do the following: 1. Go to Product s tab Page and click Quick Add > Product. Search and display the products you want to be included in your Price List and click Insert to Selected. 2. Use the command Same Pricing Rule for setting the same price rule for all your products 3. Use the command Different Price Rule to set different price rule for each Product To assign a Price List to any Account go to Account s detailed page and click Price List > Assign from the shortcut menu. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 53 of 74

54 11. Contracts / Sales Terms / Rebates The contracts are used to define discounts and special prices for a customer. Moreover, you can use this module for rebating the customer based on his invoiced items. In Contrast with Price Lists, one Contract can be assigned only with one Account. For example, you can make a contract for a customer with a Sales Term so as at the end of the Month to make a discount based on Invoice amount. You can choose when you want the Sales Term to be executed (Every Month/ Quarter / Year) and if you want it for a particular product or for all the invoiced items for this customer. Use contracts to rebate your resellers or your customer based on the turnover they have. Contracts Home Page List View: Displays contracts on a list using predefined fields such as Contract No, Description, Account, Start Date, Period, End Date and Status. Create a Contract From "Quick-create" menu select "New Contract" or Click "Add" from Contract home page. The New Contract screen will appear. Enter Contract's information. Click "Save" when you are finished or "Save and New" to create a new Contract or "Cancel" to cancel the creation. Contracts Sales Terms You have the option to define sales terms for every contract you create. Click from the shortcuts menu the option "Add Sales Term" and define their parameters such as a) which invoice items will be used for applying the sales term b) the items that sales terms will be applied (all invoice items or items of the specific Products) c) when the system will execute the term( Every Month/ Every Quarter / Every Year). d) tiers appliance ( apply in continuous mode or scale mode). Notes: The sales terms will be executed from the Billing Service. A sales term is always executed the last day of the term period (e.g. the last day of the calendar month / quarter etc.) regardless customer s billing day. The service will collect all the valid invoices that are derived from the Applies To field. The service will get both debit and credit invoices but it will exclude the credit Invoices that may have been created for rebate. If the contract is not related with a price list, you can only create a sales term for "All invoice items". The periods are calendar periods and the beginning of the economic year is set to the Setup > System Options > Organization Profile. You can add a new tier only if you have values to all the fields of the previous tier. The rebates will be executed only if the contract is active. You can have 2 or more sales terms of the same type for the same contract but with the following limitation: Either the Applies To or the For must be different. You can have 2 rebate terms for all invoices but for different periods (one monthly and one yearly) You can have 2 monthly rebates for different set of invoice items (e.g. the first is for the SaaS products and the second for the IaaS products) You cannot have 2 monthly rebates for all invoices. A contract can be renewed either automatically or if you select it from the shortcuts menu. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 54 of 74

55 12. Sales Module Opportunity is essentially a pending offer that potentially can lead to an order. Custom fields help you identify and chase that opportunity in the most efficient manner. Click on Sales > Opportunities to view opportunities page. Use the filters to display different view lists like any other page. Create an opportunity Click Add on Opportunities Home Page or, Click on New Opportunity on Quick create menu, or Click on New Opportunity from the shortcut menu on Account s or Contact Detailed page. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 55 of 74

56 Create an offer Opportunity can be turned into an offer in which you can add the products you want When you are in an Opportunity or an Offer page, from the left side menu (Shortcuts) you can convert an existed Opportunity into an Offer or an Offer into an Order. You can always create an offer from quick create menu or from Offer s Home Page or from a case detailed view page. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 56 of 74

57 13. Support Management What is a Case The Support Module organizes and coordinates your support department. It offers a complete solution for the efficient management of cases (trouble tickets and complaints) submitted by the customers through the customer support portal. Also, all the communication with the customer (send / receive s and faxes, files exchange) is recorded and displayed in case view page. Create a Case To create a Case you should have the appropriate privileges and the module Support>Case should be available according to your type of user license. From "Quick Create" menu select "New Case" or Click "New" from Cases home page. From a shortcut list click of any of the following object Account, Contact, Offer, Order, Contract, click Cases > New Case. From the case section of any detailed view page click New. The New Case screen will appear. Enter the details of the case. Storefront users can create cases from Storefront pages and keep tracking on any changes. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 57 of 74

58 You have number of options where you can describe in detail the case you re opening. You can assign the name of the technician who will be responsible, the reason of the case, priority etc. The case can be related to an Account, Contact, Subscription, or any other object for that matter. Click "Save" when you are finished or "Save and New" to create a new case. In the main Case page if you press the Case Plan button you can view all the related subcases that have been created from the main case as well as any other object that has been related to that case. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 58 of 74

59 14. Marketing Module Manage Campaign and Leads The Marketing Module empowers customer to centrally manage multichannel campaigns, maximize campaigns effectiveness and optimize lead management. You can track leads through each stage of the lead management process from lead qualification to closed revenue. What is a Campaign and a Lead? You can add a list of companies as your potential customers for a specific Campaign You can copy an existing campaign or create a new one from scratch. Define tasks and marketing material for the entire campaign life cycle and schedule campaign activities to be performed immediately or at specific times in the future. Members of your new Campaigns can be existed Contacts or new Leads Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 59 of 74

60 Convert a lead / customer / opportunity You can convert an initial lead into a new Account and create an opportunity for a potential sale Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 60 of 74

61 Promotions With promotions you can apply discount rules for specific products. We support the following promotion types: One Time Discounts Recurring Discounts Limited Recurring Discounts (e.g. First two months free) Monetary Discounts (e.g. 5 Off) Percentage Discounts (e.g. 20% Off) For each promotion you can define: Promotion Start and End Date. You set when the promotion stars and when it will end. During this period, the promotion is active and it will be applied to all orders placed in Cloud BSS. To which products it applies. Define the set of the products the promotion applies. You can define not only primary products but also add-on products To which billing cycles it applies. Because a product can have more than one available billing cycles (e.g. monthly / quarterly etc.) you must define for which billing cycles the promotion is valid. Its discount type. We support the following types: Percentage. Discount by a percentage of the original price Fixed Amount. Discount a specific amount from the original price. If this type has been selected, then only one billing cycle can be selected Customers Restriction. Restrict promotion only to new customers or all customers. Promotion lifetime. For setting up promotion lifetime, there will be the following options: Apply only once for the first subscription billing period Apply for a limited number of billing periods (e.g. the first two months) Apply always. The promotion discount rule will apply during all subscription lifetime Pre-requisites products. You set pre-requisites products for a promotion when you want to offer buy X get Y half price promotions. By setting products as pre-requisites, it is possible to stipulate which products the customer must have before the discount will be applied. Promotions Presentation in Storefront When a customer logs in Storefront, the system will automatically enable the promotions that the customer can use. Depending on promotion type, the following tags will be displayed. In products catalogue, for products under promotions, a tag special promotion will be added and the promotion marketing message will be displayed. For promos that change the original prices, the original price will be strikethrough and the new price will be displayed along with the applied discount. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 61 of 74

62 15. Payments Interworks Cloud BSS, allows you to manage payments in a fully automated way. That means that your customers will be able to buy and pay for their services using a Payment Gateway (PayPal Pro, PayPal Standard and Authorize), and you will be able to manage their invoices or get reports for the paid, unpaid or even pending payments that you have. The only thing that you have to do is to setup correctly the Payment Procedure based on your Company s needs following the following steps. Step 1: PCI Compliance First of all, you will have to decide if your Organization is compatible with the PCI Data Security Standard. If you choose to be compatible with the PCI Standard - Payment Card Industry Data Security Standard (PCI DSS) that means that you will be able to store credit card details in your installation. To do that, you should go to the /Administration area of your installation and check the checkbox shown in the image below. Note that this is not an obligatory option. You may choose not to be PCI Compliant, but you will continue to be able to manage the payments of your business. This option only matters regarding which Payment Gateways you will be able to activate, as we will discuss in the following paragraph. Step 2: Payment Gateways In this step, you will have to decide which Payment Gateways you want to activate based on your Company s needs. We currently support 3 types of Payment Gateways: PayPal Pro: In order to activate PayPal Pro your installation should be PCI Compliant PayPal Standard: you may activate this Gateway despite PCI Compliance Paymill: Secret Live key and Public Live key should be in order to enable Paymill gateway Authorize.NET: o PCI Compliant installations can use Authorize.NET and may save credit cards info o non- PCI Compliant installations can also use Authorize.NET but they cannot save credit card info In order to setup the Payment Gateways that you need, you should go to Setup > Administration > System Options > Payment Gateways. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 62 of 74

63 You can click the Add button in order to activate a new Payment Gateway. You can click on the Deactivate button in order to deactivate one of the existing Payment Gateways. In the above screen the Organization is not PCI Compliant so PayPal Standard can be activated. After clicking the Add button, you can choose which Payment Gateway you want to activate from the drop down list Gateways. After selecting a Payment Gateway, a list with the steps you have to follow for setting up the Gateway appears on your right as shown in the next screen. In the case of Authorize.NET, note that there is a checkbox named Enable Customer Information Manager (CIM) which is only available if the Organization is PCI Compliant. Otherwise, this checkbox is disabled. After completing this step you should have activated the Payment Gateways that you want your Customers to use in order to pay for the services/products they buy.

64 Step 3: Connection with Payment Methods After setting up the Payment Gateways, you have to connect these Payment Gateways with a Payment Method that a Customer will use. Every Account in BSS has a field named Payment Method and shows you the Payment Method that this Account will use in order to pay for your products/services. To setup the Payment Methods that the Customers will use, you should go to Setup > Administration > System Options > Payment Methods. As you can see in the above screen, when selecting as Type Credit Card a drop down list appears in Payment Gateway column, containing the Payment Gateways you have activated in the previous step. When selecting a Payment Gateway to be the Default Payment Method of your Organization, that means that every time a Storefront user is registered from Storefront, the Account that will be created for him will have as Payment Method, the default Payment Method you have selected. Step 4: Assign a Payment Method to an Account After completing the Payment Methods that you need, you can see that when adding a new Account, in the field Payment Method the Payment Methods you have created, are shown in a drop down list.

65 Note that a field named Auto Invoice Notification appears under the Payment Method field. Checking this checkbox means that, every time an invoice is created, an -notification will be sent to your customer with Invoice s details and the option to pay for the generated invoice. In case of PayPal Standard, a button named Pay with PayPal will appear, and when the customer clicks on this button, he will be redirected to PayPal in order to pay. In case of Authorize.NET the customer will have the option to complete his credit card details in order to pay for the generated invoice In case of PayPal Pro, the system will automatically charge Customer s credit card. Step 5: Adding Credit Cards to Accounts Note: You should follow this step, only when the Payment Method your Account is using is connected to Payment Gateway that requires credit card details (Authorize.NET, PayPal Pro). PayPal Standard does not require the usage of credit cards. You can add a credit card to an Account simply by using shortcuts from Account s detailed view page.

66 In case more than one Payment Gateways require the usage of credit cards, a checkbox for selecting the appropriate Payment Gateway appears in the Credit Card Details form, after clicking the Credit card details button from shortcuts. Note: when CIM flag is checked (see Step 2) the checkbox will not appear, as credit card details will be saved in BSS s database. In this form you should complete all the necessary information about the card holder. Note that Address details, phone, fax and are completed automatically from Account s details.

67 Priority field is used in cases where the Account has more than one active credit card. In this case, the card with the highest priority will be used for Automatic payments. Note that 1 represents the highest priority. In case a credit card has expired, an appropriate message will appear in credit card s details and the card will automatically become de-activated. De-activated credit cards will appear with a grey color in the section credit cards.

68 Step 6: Customer Payments After completing the above described steps your Customers will be able to buy and pay for the products/services they have purchased. Note that the Customer can pay the invoices generated for him from Storefront during the basket checkout process, or he can manually add a payment to an unpaid invoice simply by logging in to Storefront and opening the unpaid invoice. Unpaid invoices can be found in My Invoices page, using the Unpaid Invoices view filter. Handling Payments from BSS If for any reason, a payment fails or you want to add some payments that were not made with credit cards, you can manually handle the situation from BSS. First of all you can see details-logs for the Payments made by your Customers from Setup area. Justo go to Setup > Administration > System Options > Payment Transaction Logs. From here you can see the date of the Payment, the Status and the Customer, the Amount and the Invoice and the gateway for the payment and finally a message regarding the payment (eg reason why a payment failed, etc)

69 You may also handle payments from Account s detailed view page in section Payments. This section will only appear when a Customer has already made some payments, even if they are not successful. A payment has three possible Statuses: Successful Pending Failed A successful payment is shown with a green bullet on status column, where pending and failed payments are shown with orange and red bullets respectively. You may change the status of a pending payment, but you cannot change the status of a successful or failed payment. To change the status you can click on the orange bullet in the Status column and select another status from the drop down list. You can also manually Add Payments for your Customers by clicking in the Add Payment button in section Payments or using shortcuts menu on your left. After clicking on Add Payment a form as shown in the image below appears. In this form you can complete all the necessary information about the payment you are adding. You may choose from the drop down list Invoices the number of the Invoice that you are adding the payment for.

70 Manage your Resellers Interworks Cloud BSS supports ordering procedure with company s Network. You are able to create a network of your resellers. When you create a reseller a new organization will be created for the reseller. The system will automatically create a new organization using Parent s functionalities and customization Parent Account s product selling prices will be converted to Reseller s cost price. It will also inherit all the products from the price list. The next step of the Reseller is to determine his product s selling price depending on his commercial policy. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 70 of 74

71 Working with Resellers Use the following options if your business model includes the procedures for billing to an account other accounts that are assigned to the parent account as customers. Create Parent Account In BSS > Office > Accounts > Select Add and add a new account. The compulsory fields marked with the asterisk (*) must be completed. Also the account should have set the check box Enable Ordering and the relevant compulsory fields for this section should be completed. The radio button Set account ordering options is set in this case. In BSS > Network > Resellers > Click Add in order to add a new reseller. In the Account* option select and insert the previously created account. Also in the Pricelist* field select a pricelist and insert. In case that no pricelist exists in BSS > Billing > Pricelists > select Add to add pricelist, fill in the Name* compulsory field, select Active check box and click Save. The creation of the reseller, having denoted in the account field the parent account, may take 2-3 minutes. Keep in mind that the account created in the Office module can be synchronized to a provisioning platform. Create Customers to Parent Account in BSS Customers can be assigned to parent account, so as to preform purchases and effectively charge these to the parent account. In order an account to be set as customer to another account, in BSS > Office > Accounts > Select Add and add a new account. The account should have set the check box Enable Ordering, and in this section the radio button Define a 'Bill To' account should be selected. In the Bill To Account * field select and set the previously created account (parent account). Select option Separate invoices, when there is the need to generate separate invoices to the accounts. Following the above steps more than one customer can be assigned to the parent account as long as all these accounts are billed to parent account. In the parent account a new section is created with the title Customers that lists all the customers assigned to the parent account. Outcome and Results When a new order is executed in BSS or a new subscription is created and in the Account field a customer account is entered, then the invoices are presented in the parent account as pending invoices and of course they can be generated so as the parent account would be billed for its customers. This happens when not selected the option Separate invoices, otherwise separate invoices are produced for the different customers. All these invoices can be combined in a single invoice, if during the generation process the relevant invoices, to be combined, are checked and added in the common invoice. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 71 of 74

72 Storefront procedure In Storefront there is access to the contact that is created to the parent account. In order to this one should access the view page of the parent account and from Shortcuts menu should select to add a new Storefront user. By completing all the compulsory fields the user should gain Storefront access. In Storefront and from product catalogue, a product can be selected and added to the basket. As soon as this is done there are three options appearing in Step 2: End Customer. a) Select Yes, for an existing customer option. In this case there is field called Customer* and a drop down menu appears containing all the customers assigned to the parent account. By selecting one and continuing the steps an order will be executed for that customer and invoice will be produced billing the parent account. b) Select Yes, for a new customer option. In this case none of the previous customers is desirable for selection so the system provides the possibility to create a new customer and assigned it to the parent account. By completing the relevant fields and clicking on next, the procedure continues and the order is placed in the name of the new customer but billed to the parent customer. c) Select No, I don't want. in order the order to be placed for the parent account. Display analysis per end customer in reseller invoice Until now, the only way to give to your reseller the charges per end customer was to generate a separate invoice per end customer. If you had setup the system to generate a total invoice for the reseller then this invoice included only the aggregated charges. There is also analysis per end customer in reseller s total invoice. If an invoice includes charges that are coming from end customers subscriptions, a new tab called Invoice Details is displayed in the invoice view page. This tab displays an analysis per end customer. All end customer charges are grouped together and their total is also displayed. The user has the option to search the charges for a specific end customer and to export these charges to an excel file. This analysis per end-customer can also be displayed in invoice print-out. The tab Invoice Items now displays the aggregated lines. If for example there are 2 customers that bought each 5 mailboxes the same day, in the Invoice Items tab there will be an aggregated line with quantity 10.

73 Business Intelligence Manage your reports You need information to help you make informed, intelligent, real-time business decisions. You need information to understand what s happening across your organization. Go to Reports >Report tab and select New Report. Follow the wizard steps and your report will be ready in a few minutes. This is an example of how you can create a report in order to display all year s orders. Create a report Step 1 Select the Data type Select Order from the drop down menu Step 2 Report columns Select report s field (Account, Order Status, Total amount before VAT etc) Step 3 Reports Criteria Set the criteria of your report Step 4 Step 5 Select the graph type Report results Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 73 of 74

74 Customized Dashboards Set up multiple, customized dashboards so that everyone gets exactly the information needed depending on their roles and responsibilities. Easily and securely distribute dashboards when you need to share data, and highlight critical information and exceptions for quick identification. Set a schedule to automatically up-to-the-minute dashboards to individuals or groups. Interworks Cloud Platform & WebsitePanel Getting Started Guide Page 74 of 74