Entitlements
Service Contracts
Assets
Scenarios I
Scenarios II
100
What is an Entitlement?
Permissions given to the customer to access products / receive customer support
100
What is a Service Contract?
Formal agreement that outlines the deal (products purchased + term)
100
What are Assets?
Serialized Hardware items
100
A customer is unable to access their product that they purchased, what is the most likely issue?
No Entitlement / Inactive Entitlement
OM gets questions about why customer can't access products and most of the time, Order is still in 'Order Accepted' status
100
What team is responsible for Asset / Entitlement transfers?
SalesOps
(OM is informed of changes)
200
Why are Phone Support Entitlements important?
Provides access to products / access to customer support ; important for ARR calculations
200
Why are Service Contracts important?
They house the entitlements, allowing for accurate renewals
200
Why are Assets important?
Assets allow customer to access their Rubrik products (some products requires Asset linkage)
200
End User's Brik gets damaged in transit by their carrier.
End User purchases / receives new Brik to replace.
End User complains that they can't access any products on their new Brik.
How to remedy situation?
Asset-Based (FE/BE/EE) Entitlements must be transferred from damaged asset to new asset
Original Asset details must be updated.
200
You're reviewing the Entitlements with Missing Linked Assets report and see the below is flagged as an issue.
RS-BT-FE-PE-PP - Qty 60 linked to no assets
What are some combinations of Assets that would make sense?
1x 6408
OR
2x 6404
OR
5x 6304
OR
other options with add-on nodes
300
At what SFDC Order Status are these Entitlements created?
1) Phone Support Entitlement
2) MFG Entitlement
1) Phone Support = "Shipped"
2) MFG Entitlement = "Order Accepted"
300
When are Service Contracts created?
When SFDC Order is "Shipped"
300
When are Briks created in SFDC?
When MFG Heartbeat is received from SMCI/Flex
300
There is a debook required on an already-fulfilled Order.
What should OM do to the Account's Entitlements to ensure the End User can no longer access their products / receive customer support?
End Date Entitlements
Once TODAY's Date is past Entitlement End Date, Entitlement moves to 'Expired' and removes access from most products
300
RS-FT-UCL-PE-PP Qty: 12
What brik should be tied to this product?
NONE
400
1. Provide a SKU for a Product that can only have ONE asset directly linked to it
2. Provide a SKU for the product where MULTIPLE assets can be linked to the entitlement
1. HW Support RS-SVC-HW (+NRD-R6000)
2. SaaS Core Bundle (e.g. RS-BT-EE-PE-PP)
400
Assuming all support dates on the Quote are the same, there is ONE service contract per ___________
Opportunity
400
1) How is Purchase Date calculated on an Asset purchased via Aspen?
2) How does it compare to the Asset's Support Date?
3) Are these dates usually the same?
1) When 'Shipment Status' on SFDC Order moves to 'Success'
2) Asset's Support Date aligns to HW Support Entitlement fulfillment
3) No, not for Aspen-related assets.
Yes, for non-Aspen assets.
400
Storage Bundle Regions are required for WHICH specific Rubrik products?
RCV (CVA/CVB)
400
Rubrik fulfilled an End User's order containing SW + HW Support + Aspen HW on 5/1/2021 for a 36 month term ending 4/31/2024.
End User renews HW Support + SW for another year ending 4/31/2025.
What is the SUPPORT START DATE on the Asset?
Asset Support Start Date is 5/1/2021.
Should always align with original HW Support Entitlement.
Renewals only update Support End Date.
500
TODAY's date is 6/6/2024.
The Entitlement's Support Dates are 7/1/2024 - 6/30/2025.
What is the Entitlement's STATUS?
INACTIVE
Today's Date is BEFORE the Entitlement's Support Start Date
500
1) When are Renewal Opportunities created?
2) Where can you find the Renewal Opportunity?
1) At time of Service Contract creation
2) On the Service Contract
500
Asset Usable Capacities
6410 = 75
6412 = 90
6416 = 120
E1112 = 12
R6304-ADDON-NODE = 18
500
You're reviewing the Entitlements with Missing Linked Assets report and see the below is flagged as an issue.
RS-BT-EE-PE-PP - Qty 60 linked to 1x 6404 and 1x 6304
What is the missing asset?
6304 Add-On Node
500
When are Briks / Entitlements / Service Contracts assigned to an End User?
At SFDC 'Order Shipped' status