TABLE OF CONTENTS


What is my commitment for the annual subscription? 

Once you place the order, it is paid upfront and a commitment for the year. 


Can I add or remove seats for the annual subscription during the year? 

Seats cannot be removed however they can be added at any time and the charge will be prorated for the balance of the year. The additional seats will co-term with the original order for the customer, so long as you use the “change” button. There is a Knowledge Base article to walk you through step by step on how to do this - How to add more seats to a subscription.


Please note that you cannot add more seats of a different type of MaaS360 on the existing order. Nevertheless a new order can be created for the other type of MaaS360 that the customer wants.


Can I add seats for the monthly subscription during the month? 

Seats can be added at any time and the charge will be prorated for the balance of the month. The additional seats will co-term with the original order for the customer, so long as you use the “change” button. There is a Knowledge Base article to walk you through step by step on how to do this - How to add more seats to a subscription.


Please note that you cannot add more seats of a different type of MaaS360 on the existing order. Nevertheless a new order can be created for the other type of MaaS360 that the customer wants.


Can I remove seats for the monthly subscription? 

This cannot be done during the course of the month however it could be done at the start of a subsequent billing cycle. The business partner would need to turn off auto renew (i.e. wait out the existing contract with the proper notice, more than 30 days) and then place a new order for the new number of seats on the renewal date. It’ll be important to include the legacy charge agreement number so there is no disruption in service. Ingram Micro can help to provide this number.  


I have a subscription for my customer but the customer now wants to upgrade from one version of MaaS360 to another. Is that possible? 

Yes with the annual plans and with the monthly plans, you can upgrade from one version to another but you must order the same number of seats (i.e. cannot order fewer seats.)  See this link for a step by step instruction on how to do this on CMP - How to upgrade a subscription.


I have an annual subscription for my customer but the customer now wants to downgrade from one version of MaaS360 to another. Is that possible? 

No.


I have a monthly subscription for my customer but the customer now wants to downgrade from one version of MaaS360 to another. Is that possible? 

This cannot be done during the course of the month however it could be done at the start of a subsequent billing cycle. The business partner would need to turn off auto renew (i.e. wait out the existing contract with the proper notice, more than 30 days) and then place a new order for the new number of seats on the renewal date. It’ll be important to include the legacy charge agreement number so there is no disruption in service. Ingram Micro can help to provide this number.  


Are we required to have the same type of license for our end user? 

  • The same end user can have a mix of different types of licenses (ex: 5 deluxe, 10 essentials, etc..).
  • The same end user can have a mix of annual and monthly subscriptions – so long as they are not the same MaaS360 flavorFor example, an end user cannot have a monthly of Deluxe and also an annual of Deluxe.  However an end user can have a monthly of Deluxe and say an annual of Essentials. 
  • The same end user cannot have a mix of “per client device” and “per authorized user” subscriptions. 

I have a monthly subscription. Can I cancel anytime? 

  • The monthly subscription is a commitment for the month.
  • The monthly subscriptions auto renew every month on the anniversary date unless the auto-renew button is turned off.
  • Note that per IBM rules, canceling the service needs to be done more than 30 days in advance of the anniversary date. Thus the auto renew button must be turned off more than 30 days prior to the anniversary date or else the subscription will renew for the next month after which it will terminate.
  • Example: A subscription goes from January 1st to January 31st and auto-renews on January 31st for February 1st. On January 15th auto-renew is turned off. That would take effect on February 15th for the 30 day rule. Thus on March 1st, the subscription will not autorenew. The subscription however would remain active in February.  

I have an annual subscription. Can I cancel anytime?

  • The annual subscription is a commitment for the year
  • The annual subscriptions auto renew every year on the anniversary date unless the autorenew button is turned off
  • Note that per IBM rules, canceling the service needs to be done more than 30 days in advance of the anniversary date. Thus the auto renew button must be turned off more than 30 days prior to the anniversary date or else the subscription will renew for the next year after which it will terminate.
  • Example: A subscription goes from January 1st to December 31st. The auto renew button must be turned off on November 30th at the very latest for the annual subscription not to renew the following year.

My customer’s MaaS360 subscription already expired. Can I reactivate it?

Whether the expired order was ordered via CMP or via the licensing desk (PPA), so long as the  subscription expired less than 60 days ago, it can usually be reactivated with a  new order. When placing the order make sure to check the payer path change option and include the legacy order number (aka charge agreement number). Ingram Micro can help you to identify the charge agreement number if you do not know. Here is an article describing the process for placing the order - How to place an order for IBM MaaS360


If the subscription expired more than 60 days ago it is likely that the account information was deleted and a new order will need to be placed.


The device with MaaS360 was lost or destroyed. Can we move the licenses to a new device? 

Yes. As employees at the organization enter or exit, or if the devices themselves are changed, the licenses can be reallocated. 


My customer was buying their MaaS360 from another reseller but now wants to work with me. Can I move the seats over from that reseller to me? 

  • For MaaS360, there can only be one reseller per end user. An end user cannot have 2 resellers providing MaaS360 at the same time.
  • If the old subscription has expired within the past 60 days then a new order can be placed by the new reseller. It would be wise to reference the old legacy charge agreement number for continuity purposes. If you do not have this information, we can request it from IBM and they may be able to provide it on a case by case basis.
    • If you have the email address associated with the MaaS360 portal and the MaaS360 ID, IBM may be to identify the old subscription as well, however the charge agreement is the best approach to pinpoint the old subscription.
  • If the old subscription has not yet expired the change cannot occur mid-term. The end user should inform the old reseller that they will not renew together.
  • Once the subscription has ended, the new reseller should place a new order on CMP and reference the old charge agreement number, and if possible the MaaS360 ID and email address of the end user. If you do not have this information, we can request it from IBM and they may be able to provide it on a case by case basis.
    • Note: There is a grace period for MaaS360 when subscriptions expire, of about 2 weeks for scenarios like these so that the end user does not have a disruption of service.


Use Case: If we are moving from reseller A to reseller B for the same client for MaaS360, can the order be placed while reseller A still has the subscription active (i.e. before the subscription expires)? 

  • Reseller B can only submit their order in advance IF reseller A’s subscription is set to terminate at end of term.  The order can still be active, but it has to be set to “T” to terminate at end of term. The step-by-step process is defined below:
  • Reseller A needs to ensure the current active subscription/ order is set to terminate “T”.
    1. Reseller A needs to ensure the current active subscription/ order is set to terminate “T”. 
    2. When reseller B places the new order, they should select the payer path change option and enter the charge agreement from reseller A.
      • Note: This can only be done in advance if reseller A order is set to terminate, if reseller A's order is not set to terminate then reseller B's order will fail.
    3. If reseller A's order is set to terminate when reseller B places the payer path change order IBM will hold it in a pending status until reseller A's order terminates and then the reseller B order will be processed.

I am concerned there was a snafu in the renewal process and that my end user will have their service disrupted. What should I do? 

IBM does provide a 15 day grace period to account for scenarios like these and ensure a great customer experience. Make sure to open a ticket and we will follow the case through with IBM. Please follow the article - Modern Support Self Service Portal (SSP) - How to create a ticket


I have a federal opportunity. How do I proceed for CMP? 

Federal Transactions on CMP require special bid per IBM rules. Request a special bid on CMP from your IBM Account Manager. 


I am a reseller and I enjoy MaaS360 so much that I want to deploy it for my own organization to use. May I do so? 

IBM rules state that resellers may not “resell” to themselves. IBM rules stipulate that in this scenario, resellers should purchase MaaS360 from another reseller.


Regarding the “free trial” for 30 days – What is the maximum number of licenses for the 1 month free trial for the same end user? 

There's no limit on number of devices/users, the reference to 1 is just to note 1 trial account.


Are there PPA part numbers that are not in marketplace? 

The excel sheet in the following location: PPA Part Numbers not available in Marketplace.xlsx shows what the corresponding part number is in marketplace for those select few part numbers that only exist in PPA.


I have a MaaS360 trial and I would like to convert it to a production. How do I proceed? 

Place the order for the number of seats you require. When entering the details, enter the same log in (i.e. email address of the administrator) and the MaaS360 Portal ID of the end user and do not click payer path change in the ordering process.

Please leave the legacy order number blank.