APAC TSN Case Handling General Instruction
· Opportunity setup issues for T1 (Reseller not populated) - Update ‘Acting as’ Tier 1
· For ALL INDIRECT DEAL, Backline Support (BLF) - Please check APAC Services ASP Masterlist
· Check Install at Country and Pricebook populated corrected in Opp and Quote (SFDC and CPQ)
· Must include Installation Option for all products – Except BLF
ASEAN CMT TSN Cases Handling Guidelines
· Blanket approval for non-co term upgrade is in place for account TNB, OCBC, and Singapore government agency if requested
· All Emerging Countries (Philippines, Thailand, Vietnam, Cambodia) -> use BLF Excluding Spare [Indonesia -> use BLF with Spares, check with request SBD or NBD]
· Direct Support for all Malaysia and Singapore (unless specify otherwise)
ASEAN TSN Cases EXCEPTION (Local CMT Strategist to handle):-
· Loan and Loan to Sales Quote request
· Change of support term (ie: Direct -> BLF or vice versa in Singapore, Malaysia)
· Quoting EOL products
· Change of pricebook request (eg: USD -> SGD)
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