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What Partners Need to know
WHAT PARTNERS NEED TO KNOW
Operation and Technical Support
Inventory Management
Center Management
Exam Development
Other things to know
Page 2
WHAT PARTNERS NEED TO KNOW
Operation and Technical Support
Inventory Management
Center Management
Exam Development
Other things to know
Page 3
SUPPORT
Who to contact Operations Technical System
UpdatesPartner Updates
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WHO TO CONTACT AT CERTIPORT
• Main Contact• General questions
Sales Representative
• Center Support• Candidate Support
Channel Support Specialists
• MOS, MTA, Adobe, IC3Client Services
Team
• Level 2 technical support Technical
Support Team
KEY SUPPORT EMAILS
> [email protected]> [email protected]> [email protected]> [email protected]> [email protected]
[email protected]> Partner Operations Support> Candidate Support > Center SupportRespond within business day
OPERATIONS SUPPORT SPECIALISTS
PARTNER SUPPORT
[email protected]> Resolve operational problems> Detailed Reporting> Policy or Procedure Questions> Help with Portal
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EXAMPLES OF REPORTS AVAILABLE
We can run detailed reports on request Center: Uploads By Program By date Pass Rate Sector Center information
NOTE: We will not give candidate information or results.
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CENTER SUPPORT
> Center activation> Program activation> Update center details
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CANDIDATE SUPPORT
> Name merge> Forgot password> Exam replacement> Missing certificate
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Partner supports the centersCertiport supports the Partners
Center should contact partner not Certiport If partner can’t resolve; the partner can call or email technical support for help
TECHNICAL SUPPORT
TECHNICAL SUPPORT OPERATION TIMES> Weekends
6 am-10 pm Utah time Email Support Only Respond within 2
business hours A remote session can be
arranged
Weekdays 6 am – 10 pm Utah Phone and email
support Respond within 2
business hours Remote session
available
LEVEL 2 SUPPORT FOR PARTNERS
> Have 5 in house Technical Support Specialists> Call or email directly
888-999-9830 option 9 [email protected] Respond within an hour
> If not resolved by phone/email- arrange a Webex session with partner and center Need partner to be on the call
SYSTEM UPDATES
SYSTEM MAINTENANCE PAGE
> Certiport does 4 Outages a year> Need to communicate to centers> If dates change notice will be given
SYSTEM MAINTENANCE PAGE: IQSYSTEM
> iQsystem update: Most are automatic uploads each time a center logins in Recommend centers check for updates day before testing If a complete uninstall or reinstall is necessary a
communication will be sent
SYSTEM MAINTENANCE: BROWSER LOCKDOWN
> Browser lockdown is to keep candidates from exiting exam and searching for answers on the internet
> Updates are to keep up with technology
CERTIPORT COMMUNICATIONSCertiport sends a weekly update
TuesdayProduct informationTechnical updatesImport notices
Partner is responsible for Communicating information to centers
WHAT PARTNERS NEED TO KNOW
Operation and Technical Support
Inventory Management
Center Management
Exam Development
Other things to know
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INVENTORY MANAGEMENT
Names of products Ordering Payments Transferring
InventoryResolving mistakes
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OUR PRODUCTS
> Products start with: Vendor-Version- (With) –product-Restrictions
> Good for all exams within a Suite- do not sell individual applications
> Products on ordering page are available to all partners Can’t take off products Can create products specific for partner or region
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EXAMPLES OF PRODUCT NAMES
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BUNDLES
> Bundles are a combination of any two product items Always have “with” if it is a bundle Voucher with retake is most common
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VOUCHERS AND RETAKES
> Voucher is valid for a single test> Retakes are ALWAYS a Voucher> Vouchers can be bundled with practice exams> A Master is a combination of 4 vouchers with
2 retakes
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DIFFERENT VERSIONS > Be aware of the different versions for a vendor> MOS 2003/XP will not work for 2007/2010 exams> Make sure centers tell you exactly what they need-
version- exams or vouchers
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LICENSES
> Different types of license available> Licenses are restricted by # of Users or by # of
exams> Can be restricted to a sector, region, or both
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PURCHASING PRODUCTS
PURCHASE TAB> Click on Purchase and your options and prices
appear by vendor, country, and sector
PURCHASING INSTRUCTIONS> Important to choose: Vendor, Country, and Sector
Double check country and sector are correct before completing order> Prices will change automatically between sectors> Find product and enter quantity> Click on “Check Out”
PURCHASING: CONTINUED
Choose Credit Card or Net TermsNet terms works only the purchase does not exceed the credit limit
Enter the required informationClick “Verify order”
PURCHASING: CONTINUED
> Click > Finished
or > New Order
> Your receipt will show your order number and remainder of order information
> You can print this out to keep as a record
PURCHASING CONTINUEDExams are placed into account immediately after purchase and can be transferred to testing center
Vouchers are sent by email every 30 minutes to the address entered during purchasing steps
PURCHASE AND PAYMENT GUIDELINES> Credit limits
Limits are set once company financials are reviewed by Certiport Limits can be increased after history of ordering and payments have
been made> Exams show immediately after purchase> Vouchers are sent via email every 30 minutes with the
exception of Midnight to 6 a.m. Utah time> Invoices are sent by email> Net terms for payment are 30 days> Wire information included on thumb drive under:
forms- Webster Bank Wire Transfer Instructions
PURCHASING GUIDELINES Testing centers in your country will not be able to purchase from Certiport and be direct to partner for purchase
INVOICESInvoice is emailed automatically after purchase
Invoice Lists:Date orderedPayment due dateItem purchasedLists invoice #PO number #
WIRE TRANSFER INFORMATION
TRANSFERRING INVENTORY
TRANSFERRING PRODUCT
Exam InventoryClick Reassign Inventory
TRANSFERRING EXAMS > Destination dropdown shows available centers
Will only show centers which match current inventory› If only business exams will only show business centers› Only show centers available to partners territory
Click Next
TRANSFERRING EXAMS
> Enter quantity of exams to transfer Click Submit
> Exams are placed in account
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TRANSFERRING LICENSES Same steps involved with transferring licenses as examsClick “licenses” at topClick “Reassign site licenses”Center must accept license agreement before they can useCenter has one month to accept license before it automatically begins to count down time left.
WHAT IF I MAKE A MISTAKE
What if I ordered the wrong product?• Can cancel if all pieces of order are available. • Can’t cancel if one exam has been used• Contact [email protected]• Order correct product
What if I transfer the wrong exams or center?• Email [email protected] • Provide details and we will transfer you• Within 72 hours of ordering
WHAT PARTNERS NEED TO KNOW
Operation and Technical Support
Inventory Management
Center Management
Exam Development
Other things to know
Page 44
CENTER MANAGEMENT
My Certiport
Org Profile
Activation of centers
Multi-sites
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MY CERTIPORT TAB
My Certiport Tab shows:> Exam Inventory> Vouchers> Licenses> Center Contacts> Marketing Resource Library
MY CERTIPORT: HOME PAGEProgram Status:Active/pendingLogo License> Apply> Download
logosLocator> Edit or View
Testing center information
MY CERTIPORT: LOGOS
To receive vendor logos files:> Click Apply> Accept terms> Go back to Home
page> Click Download> Accept agreement
MY CERTIPORT: CENTER LOCATOR
Click “Edit” or “View”Great tool for commercial centers
TESTING CENTER LOCATORUpdate locator details> Show or not show
Open to public> Add center message > Training > Certified courseware> Accept vouchers> Proctoring fee
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TESTING CENTER LOCATOR> Directs candidates by searching: Vendor-Country-City> Centers show on locator after:
Administering an exam for the vendor given> Center will show on locator for 12 months after last exam
“ORG PROFILE” TAB
ORG ADMIN: ORG PROFILE TABOrg Profile Tab:> Main Info> Address> Contacts> Agreements> Add administrators> Add proctors
Center can update information by clicking “edit” at bottom of page
ORG PROFILE-ASSOCIATIONS> Add organizational administrators to center
Use “find a user” box to add administrators Default shows org members, click drop down to make org admin
> Partners do not have ability to add admins for centers
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ACTIVATING CENTERS AND PROGRAMS
> Certiport must activate
> Need to activate center and programs center will support
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INACTIVATING A CENTER
Only Certiport can inactivate a center
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MULTI-SITES: PARENT AND CHILD SITES
Multi-Sites: Are similar to resellers and has at least one parent and one child
Parent manages centers under them-Child Examples of Multi-sites
› School districts› Commercial training centers
Once active, child sites are active for all programs the parent has active
Parent can transfer and do reporting Parent CANT order from Certiport
MULTI-SITES
Parent registers child sites
Parent buys inventory from partner
Parent transfers inventory to child
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WHAT PARTNERS NEED TO KNOW
Operation and Technical Support
Inventory Management
Center Management
Exam Development
Other things to know
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EXAM DEVELOPMENT
LOCALIZATION
Arabic Chinese Simplified
Chinese Traditional Czech Danish English
French German Greek Hungarian Italian Japanese
Korean Malaysian Norwegian Polish Portuguese (Brazil)
Portuguese (National)
Russian Spanish Spanish Mexican Swedish Thai Turkish
Certiport has localized exams in 24 different languages
EXAM QUESTIONS WE SUPPORT
ExamSimulation
Multiple-choice
Multiple-selection
Live Applications
Drag and drop
Sequencing
Fill in the Blank
EXAM DEVELOPMENT
Certiport has the People, Tools, and
Expertise to convert, develop and customize
any exam
Content Development
Item banking
Authoring Tools
Workflow Management
Collaboration Tools
Psychometric Analysis
Custom Look and Scoring
DELIVERED: TESTING SECURITY
Browser Lockdown• Locks the user into the
exam environment by blocking access to any application
Encryption
Watermarking• items are displayed with
an on-screen, unique code identifying the unique exam instance in session
Extensive, real-time, audit trail logging
Proctored• Physically present• Validate candidate by 2
forms of ID
All responses are stored in a data
warehouse
LOCALIZATION
24 languages
70 releases
2011
Localization based on
potential.
Partners help with reviews
Be part of BETA
WHAT PARTNERS NEED TO KNOW
Operation and Technical Support
Inventory Management
Center Management
Exam Development
Other things to know
Page 66
LEADS FROM CERTIPORT
All leads are sent to partners
We do not contact centers
Respond quickly
ADDED TO LIST OF PARTNERS
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EXAMPLE OF PARTNERS ON WEBSITE
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