You can extend an existing service trial in Control Hub if you need to provide customers with more time to trial Cisco Webex services.

1

From the partner view in https://admin.webex.com, go to Customers, select the customer name, and then click Edit Trial.

2

Use the Duration of the Trial drop-down to extend the trial by 30 days from today's date. For example, if you have 65 days left in your trial and today you decide to extend the trial by 30 days, then you are adding 30 days to the trial, not 95.


 

For devices trials, you must email Webextrials_deviceextensions@cisco.com to extend the trial duration. Devices can be trialed for a maximum of 120 days. All extensions must be approved by the Trials Team.

You can add or remove services in a customer's Webex services enterprise trial in Control Hub.

1

From the partner view in https://admin.webex.com, go to Customers, and select a customer.

2

Click the edit icon.

3

Select the check box next to the service that you want to add, or uncheck the check box next to the service that you want to remove, and click Save.

You may receive an email if a customer clicked I'm interested in purchasing Webex services in Control Hub. You can use Cisco Commerce to convert a customer's trial to a paid order. We retain any usage data from the trial period, as well.


At the end of the device trial, all trialed devices must be returned. New devices can be ordered through the Cisco Commerce Workspace if and when the service order is processed. For more information about the return process, click here.

Use this procedure if you're a tier 1 partner who wants to process a trial conversion for a customer. If you're a tier 2 partner, you must contact your distributor to process the trial conversion.

Before you begin

  • The partner provisioning email can be either the partner administrator or customer administrator. Make sure you have either of these email addresses on hand. We recommend that you enter yourself as the provisioning contact to make sure all services are converted correctly. Ensure all applicable services are included in the paid order to avoid any loss in your current services.

  • If ordering A-FLEX

    Orders that you place under the A-FLEX offer convert Webex Calling portions, as long as you use the correct customer administrator's email for the trial being converted.

  • If ordering A-WX

    • Orders that you place under the A-WX offer convert both the Cisco Webex and Cisco Webex Meetings portions, as long as you use the correct customer administrator's email for the trial being converted. All Cisco Webex business messaging, basic meetings, and Room Devices usage data during the trial will be retained, along with all trial Webex Meetings content and settings.

    • For M3 or C3, you must enter the trial site URL as the Webex Meetings URL in the order. Without this information, the trial Webex Meetings site cannot be converted to a paid site.

  • If ordering A-SPK

    • M1-M3, C1-C3, and add-on offers—Cisco Webex Room Device, Webex Training 200, Webex Events 1000—can all be purchased from the A-SPK offer and be fully converted from the trial, as long as you use the correct customer administrator's email for the trial being converted.

    • For M3 or C3, you must enter the trial site URL as the Cisco Webex Meetings URL in the order and use the correct customer administrator's email for the trial being converted. Without this information, the trial Cisco Webex Meetings site cannot be converted to a paid site.

1

From the email, click Set Up Your Service to be directed to Control Hub and then indicate whether you're the partner or customer administrator.

2

Enter the email address of the trial customer administrator and ensure all customer information is correct.


 

If you mistype the email or enter a different address, the trial won't convert properly and may create a new Cisco Webex organization for the customer. For more information, see the Ordering Guide.

You can cancel an existing trial in Control Hub for a customer.

1

From the partner view in https://admin.webex.com, go to Customers, and select a customer.

2

Click the trash icon.

3

Click Yes.

  • We recommend that you contact the customer before the trial ends to ensure there are no interruptions in service.

    • Each customer administrator receives an email 7 days before the trial expiration date, and again on the trial expiration date. These emails have a link that leads to the Purchase button on the Cisco Webex Control Hub subscription page. The customer administrator also sees Expired tags on their licenses on their Control Hub overview page.

    • You and any other partner administrators receive an email 7 days before the trial expiration date, and on the trial expiration date. Your customer list contains details about which trial services are expiring and how many days are left until the trial expires.

    • Users receive an email 30 days after trial expiration, indicating they don’t have access to those trial services anymore.

  • If the trial expires, there is a grace period of 30 days. During that time, the expired trial can be converted to a paid service.

  • If this conversion does not occur within the grace period, users in the customer organization are moved to the free consumer organization. After the grace period ends, you and the customer administrator can't recover licenses, Cisco Webex Meetings site URL, admin roles, Cisco Webex Calling configuration, or move users back into the customer organization. This process cannot be reversed.

  • For trials that include Cisco Webex Calling, call functionality stops working after the 30-day grace period, but phone numbers are retained for another 15 days.

Trials with Cisco Provided Devices

Customers must return devices to Cisco within two weeks of the device due date noted in the end user license agreement (EULA) email, not the expiration date shown in Control Hub. For more information about how to return devices, see the Return Merchandise Authorization Guidelines.

In the United States, each endpoint is shipped out with a return label in the box. Customers need to retain the original packaging, affix the provided return label, and call UPS for a carrier pickup. From there, we process the return merchandise authorization (RMA).

If the customer lost the original RMA labels and packaging, you can request new labels for the customer (United States only) or determine the return process for their location. Outside of the United States, customers need to contact the carrier (DHL for Canada and EMEAR, Expeditors for Australia) to coordinate pickup of trialed devices. Full instructions can be found in the RMA Guidelines. Serial numbers of the devices returned must match the serial numbers of the devices shipped for the trial.


If you don't know the demo order number, send an email to webextrials_info@cisco.com. In the email provide the customer organization identity (org ID), and the customer administrator's email address or the serial numbers of all trialed devices.