The Subscription Upgrade pop-up window displays all the available upgrade options, in a carousel fashion. You can navigate to all the upgrade options with the left and right (blue) arrows.

When a product is selected, the eligibility check runs to check whether the specific subscription can be upgraded.

• If the product is eligible, the process can continue as analyzed below.

• If the product is not eligible, an error message is displayed, stating <NCE product>: Could not find eligible upgrades for this combination of customer/subscription.

  

After selecting the eligible product to upgrade to, the following pop-up window is displayed where you have two main options for the upgrade. You can select to (check the two tabs below for the analysis of each option):

1. Upgrade to a New Subscription: In this case, the eligible product that you have selected for the upgrade in the previous step will create an entirely new subscription. Of course, the upgrade can be either full or partial.

2. Upgrade to an Existing Subscription: In this case, the eligible product you have selected for the upgrade in the previous step can be matched to an existing subscription having the same product, so that the existing source subscription along with its licenses can be upgraded (fully or partially) to the existing destination subscription.

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Rw tab title Upgrade to a New Subscription Full Upgrade to a New Subscription via Storefront After selecting the first (1) option of New Subscription, the following pop-up window is displayed where you can either increase the Quantity number of the product you wish to upgrade or go back to select another service to upgrade to. Of course, at this stage, you can view the Unit Price of the (upgrade to) product you have chosen, but the final price will be calculated on the next step, after clicking on the Proceed to Checkout button. By clicking on the Proceed to Checkout button, you are redirected to the Basket Items page where you can view the final price (highlighted in green) and proceed with purchasing the upgrade. Info The upgraded subscription will keep the renewal date of the existing subscription. When the checkout is complete, the upgraded product will be provisioned to the reseller automatically. Partial Upgrade to a New Subscription via Storefront To upgrade a selected number of licenses via the Storefront: Select the subscription you wish to partially upgrade to, on the first pop-up window. On the second pop-up window, select the New subscription option. On the third pop-up window, specify the number of licenses before clicking on the Proceed to Checkout button. After clicking the Proceed to Checkout button, you are redirected to the Basket Items page where you can view the final price (highlighted in green) and proceed with purchasing the upgrade. In the case of a partial upgrade, a new subscription is created for the new product, and the quantity is updated for the old product. A debit invoice is then issued for the new subscription, with a new cycle, which begins on the date of the upgrade. Additionally, a credit invoice is issued for the remaining days of the cycle of the old subscription with the previous product. Note Please note that in case there is a minimum limit of licenses on the existing subscription there might be issues with the execution of the partial upgrade because the license limits might always be upheld. Rw tab title Upgrade to an Existing Subscription Full Upgrade to an Existing Subscription via Storefront After selecting the second (2) option of Existing subscription(s), the following drop-down option is displayed where you can choose from the available existing (destination) NCE subscriptions the one you wish to upgrade. Once you select one of the existing (destination subscriptions), you can change the Licenses quantity (if more than 1 - for full or partial upgrade) and you can also view the End Date and the Unit Price of the (upgrade to) existing NCE subscription you have chosen, but the final price will be calculated on the next step, after clicking on the Proceed to Checkout button. Info Destination NCE Subscriptions Appearance Rule For a destination NCE subscription to appear inside the Existing subscription(s) list, it has to have passed its cancellation window. By clicking on the Proceed to Checkout button, you are redirected to the Basket Items page where you can view the final price (highlighted in green) and proceed with purchasing the upgrade. Info The upgraded subscription will keep the renewal date of the existing destination subscription. When the checkout is complete, the upgraded product will be provisioned to the reseller automatically. Partial Upgrade to an Existing Subscription via Storefront To upgrade a selected number of licenses via the Storefront: Select the subscription you wish to partially upgrade to, on the first pop-up window. On the second pop-up window, select the Existing subscription(s) option. On the third pop-up window, specify the number of licenses before clicking on the Proceed to Checkout button. After clicking the Proceed to Checkout button, you are redirected to the Basket Items page where you can view the final price (highlighted in green) and proceed with purchasing the upgrade. In the case of a partial upgrade, the existing destination NCE subscription increases its license quantity by the selected number (in this case 5) while the existing source NCE subscription reduces its licenses be the aforementioned amount (in this case 5). A debit invoice is then issued for the existing destination NCE subscription, with a new cycle, which begins on the date of the upgrade. Additionally, a credit invoice is issued for the remaining days of the cycle of the existing source NCE subscription with the previous product. Note Please note that in case there is a minimum or maximum limit of licenses either on the existing source subscription or the existing destination subscription there might be issues with the execution of the partial upgrade because the license limits might always be upheld.

Upgrading an NCE Subscription in the BSS Portal

By selecting the Upgrade button, from the BSS portal, all the available upgrade options appear in the Upgrade Product drop-down menu as retrieved by the Get Services Definition process, regardless of eligibility. The BSS user has the option (depending on the Quantity number of licenses) to proceed with a full or partial upgrade towards a new subscription.

• When a product is selected, the eligibility check runs to check whether the specific subscription can be upgraded to.

  • If the product is eligible, the process can continue as shown on the page Upgrade/Downgrade a Subscription.

  • If the product is not eligible, an error message is displayed, stating <NCE product>: Could not find eligible upgrades for this combination of customer/subscription.
    

Upgrading an Annual NCE Subscription with Installments in BSS

Since the scenarios of upgrading a monthly or annual NCE subscription are fully supported in Storefront, in this section, we analyze the upgrade of an annual NCE subscription with a monthly payment plan (installments) from the BSS.

The BSS user can fully or partially upgrade an annual NCE subscription that has a monthly payment billing plan by clicking on the Upgrade button located inside the Subscription view page under the Shortcuts menu.

• Full Upgrade: The rest of the upgrade path is explained in detail inside the https://interworkscloud.atlassian.net/wiki/spaces/ICPD/pages/603684882#Full-Upgrade-via-BSS page.

• Partial Upgrade: The rest of the upgrade path is explained in detail inside the https://interworkscloud.atlassian.net/wiki/spaces/ICPD/pages/603684882#Partial-Upgrade-via-BSS page.
  

During the execution of an upgrade from the BSS platform, the following events happen to the existing annual NCE subscription with a monthly payment plan:

Viewing NCE Subscription Upgrade Activity

The Online Information tab appears in the subscription view and contains the upgrade logs for NCE subscriptions. The data is retrieved from the Microsoft Partner Center.

The table contains the following columns:

• Date - The date of the activity

• Activity - The type of activity (conversion/seat reassignment)

• Activity From - The initial Product

• Activity To - The target Product

• Quantity - The quantity which is transitioned

• Activity Status - The stage the activity is at (Started/Completed/Failed)
  

Notifications

NCE Upgrade Notification

A notification called NCE Subscription Upgrade is sent to the email of BSS user and their contact when an upgrade of an NCE subscription has started, with the following contents:

Subject:

Upgrade subscription {#Leases.Name#} with quantity {#Leases.Quantity#}

Body:

New Commerce Subscription {#Leases.Name#} upgrade has started. For more information, please contact your system administrator.“

Seat Reassignment Notification

A notification called NCE Subscription Upgrade Seat Reassignment Required is sent to the BSS account and their contact when manual seat reassignment is required, in the following 2 cases:

1. For a full upgrade, when automatic seat reassignment fails

2. For a partial upgrade

In the second case, the email is sent for both subscriptions, the original and the upgraded subscription.

The notification has the following contents:

Subject:

Upgrade subscription {#Leases.Name#} with quantity {#Leases.Quantity#}

Body:

Upgrade of subscription {#Leases.Name#} completed.

Manual seat reassignment is required!

For more information, please contact your system administrator.“

Possible Error Scenarios

During the upgrade process, it is possible to encounter one of the following messages:

• When a subscription upgrade is in progress, no other subscription change is allowed. If during this time a change of the subscription licenses occurs, an error message will be displayed in the BSS and Storefront platforms respectively.

  

• This New Commerce Experience Subscription is not eligible for Upgrade. – Displayed when the subscription is not eligible for an upgrade. The subscription may fail an eligibility check run by Microsoft, even if the upgrade appears to be available on the side of the client.

• Subscription quantity change is not available due to SKU mismatch between BSS and Microsoft Partner Center. – Displayed when an upgrade fails, and the BSS user attempts to change the quantity of the NCE subscription. This results in MS executing the latest available update action on the existing NCE subscription rather than the actual upgrade.

• In case of a scheduled change/manage renewal on the Source subscription, the following error message appears:“The upgrade cannot be performed because a renewal change is scheduled for the Source subscription. Please cancel the scheduled renewal change request and then try again.”

• In case of a scheduled change/manage renewal on the Destination subscription, the following error message appears: “The upgrade cannot be performed because a renewal change is scheduled for the Destination subscription. Please cancel the scheduled renewal change request and then try again.”

• When the Source Subscription has a restriction on the minimum quantity and the upgrade it would result in a destination subscription with fewer licenses than the minimum allowed, the following error message appears: “Product <Product Name of Source Subscription> supports quantity range between <min quantity> and <max quantity>.”

• When the Destination Subscription has a restriction on the maximum licenses' quantity and the upgrade is going to increase the licenses more than the maximum allowed, the following error message appears: “Product <Product Name of Destination Subscription> supports quantity range between <min quantity> and <max quantity>.”

• When the source subscription is not active inside the Microsoft Partner Center, the following error message appears: “The upgrade cannot be performed because the source subscription is not active in MPC.”

• When the destination subscription is not active inside the Microsoft Partner Center, the following error message appears:“The upgrade cannot be performed because the destination subscription is not active in MPC.”

• When the SKU (product) of the source subscription has been changed inside the Microsoft Partner Center, the following error message appears: “The upgrade cannot be performed because the SKU of the source subscription in MPC has been changed.”

• When the SKU (product) of the destination subscription has been changed inside the Microsoft Partner Center, the following error message appears: “The upgrade cannot be performed because the SKU of the destination subscription in MPC has been changed.”

• When the MPNID of the source subscription has been changed inside the Microsoft Partner Center, the following error message appears: “The upgrade cannot be performed because the MPNID of the source subscription in MPC has been changed.”

• When the MPNID of the destination subscription has been changed inside the Microsoft Partner Center, the following error message appears: “The upgrade cannot be performed because the MPNID of the destination subscription in MPC has been changed.”

Rare Cases of Error Messages Concerning the “Upgrade to an Existing Subscription“ feature:

• The upgrade cannot be performed due to license discrepancies between the platform and MPC. Please contact your CSP.

• The upgrade cannot be performed due to a technical error. Please contact your CSP.

• The upgrade cannot be performed due to an invalid upgrade license quantity.

• Upgrades from standard to specialized offers are not permitted.

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type note
Please do not use the Related Subscription option to upgrade a subscription! The Related Subscription entity may appear if a product which is an upgrade for an existing subscription is added to an order. Please do not select any of its options because the resulting upgrade will not work as expected. An example is shown in the figure below: