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Frequently Asked Questions ( FAQ’s)


General
1.1 Where can I get answers to questions about the Microsoft Donation Program?
1.2 My organisation needs advice on which products to order. Where can I get help?
1.3 Can I order by phone?
1.4 What payment methods are available?
1.5 Why do you charge administrative fees?
1.6 Does DonorTec provide technical support for the media provided through the DonorTec Program?
1.7 How do I access my Volume Licence Keys that I have purchased through DonorTec?
1.8 How do I know whether I am running a 32 bit version or a 64 bit version of my current operating system? 1.9 Why did I only receive one set of media disks for each title I ordered when I ordered multiple licences for these products?

Eligibility
2.1 Who can obtain products from Donortec?
2.2 How do I know which products my organisation is qualified to receive?
2.3 My organisation does not have Income Tax Exempt status yet, but our financial sponsor does. Am I eligible for participation?
2.4 Are public libraries eligible to receive products from Donortec?
2.5 Why has my eligibility for certain donations changed?
2.6 How to apply for Income Tax Exemption?

Registration
3.1 I want to obtain products from Donortec. How do I get started?
3.2 Why do I have to register my organisation to obtain products from Donortec?
3.3 I ordered Microsoft products from Barbara Bridges and Associates before December 2006. Do I still have to register my organisation?
3.4 If someone else has already registered my organisation with Donortec, can I use this account to order products?
3.5 Can I register more than one organisation?
3.6 What is the organisation ID?
3.7 What is an ABN?
3.8 Do I have to enter my ABN every time I order products from Donortec?
3.9 Can other people use my organisation's ABN to order products?
Placing an Order
4.1 How do I place an order?
4.2 Since my organisation has multiple locations, can I place individual orders for each?
4.3 The product I would like to request is listed as "out of stock" or "temporarily out of stock." When will it be back in stock?
Shipping
5.1 Can my shipping address be different from my organisation's address?
5.2 When can I expect to receive my order?
5.3 Can I expedite my shipment?

5.4 Can you ship outside Australia?

5.5 Why haven't I received all of the products I ordered?

Order Status
6.1 How do I check the status of my order?
6.2 Can I find out which products my organisation has already ordered?
6.3 What should I do if I have a question about my order?
6.4 Can I cancel an order?
Returns
7.1 What is your policy on returns?
Security and Privacy
8.1 How secure is my information?
8.2 Do you sell e-mail addresses to third parties?
Account Access
9.1 What do I do if I forget my Donortec login or password?
9.2 What do I do if I don't have my organisation ID and password?
9.3 How can I check to see if my organisation is already registered on Donortec?
9.4 Which user ID and password should be used to log in to Donortec?
9.5 What are the organisation ID and password used for?
9.6 How do I become an authorised agent for an organisation that has already been registered on Donortec?
9.7 How do I change my organisation password?
9.8 How do I change my organisation profile?
9.9 How do I edit my personal profile?
Payments
10.1 How can I pay and what are the methods?
10.2 Why Paypal?
10.3 No creditcard or direct bank deposit facility?
10.4 How long can we wait to pay after we have ordered?

Microsoft Software Assurance

11.1. What is Software Assurance?
11.2. How to activate Software Assurance
11.3. What is included in Software Assurance, the Benefits Comparison Chart:
11.4. How to upgrade to new version
11.5. Are there Software Assurance renewal purchase options when it expires?
11.6. How to contact Microsoft Software assurance

General

1.1 Where can I get answers to questions about the Microsoft Donation Program?
You'll find information on how to qualify, register, order products, and many more answers to common questions about the Microsoft program here.

1.2 My organisation needs advice on which products to order. Where can I get help?
There is a lot of free information and advice available on the CommunIT site and the TechSoup site.

1.3 Can I order by phone?
No, Donortec is an online ordering system. If you have any queries please remember that Donortec operates with limited staff and is simply not equipped to receive a large volume of phone calls. Your cooperation helps us to keep administrative fees as low as possible. If after reading through these FAQ’s and you still need to call, please go to the bottom of the contacts us form.


1.4 What payment methods are available?
We use the Paypal system, which allows you to use all standard payment methods.

Also we accept cheque. To see the detail about how you can pay by cheque please click here

1.5 Why do you charge administrative fees?
Donortec charges administrative fees for the products we offer in an effort to partially subsidise our donation programs.

The fees typically represent a small percentage of the original retail price of the product. They vary program by program, and are determined based on a number of factors:

  • The amount of work involved in launching the program
  • The amount of work involved in qualifying and processing organisations' requests for products on an ongoing basis
  • The expected volume of requests

By charging administrative fees, we are ensuring that Donortec will continue to be able to offer donated and discounted technology products as efficiently as possible, and at the lowest possible cost.

1.6 Does DonorTec provide technical support for the media provided through the DonorTec Program?
No. DonorTec facilitates the order process so that your media is received in a timely manner. If you require troubleshooting for technical problems you encounter once your media has been installed:

For Microsoft products please visit http://support.microsoft.com/ or alternatively call Microsoft Support on 1800 642 008 or 13 20 58
For Cisco Products please contact Cisco Support on 1800 805 227

1.7 How do I access my Volume Licence Keys that I have purchased through DonorTec?

If you have followed the instructions to retrieve your Microsoft Volume Licence Keys from the Microsoft e-Open Licensing email but the key you need is not displayed on your Product Keys Page, please call the Microsoft Activation Centre on 1800 642 008 ensuring you have your authorisation and licence numbers from the licensing email sent to you from Microsoft.

If you are unable to access your Product Volume Licence Keys after following all of the instructions from the Microsoft Licensing email please contact us on:

Queensland 07 3107 1903
NSW/ACT 02 9008 5260
Victoria / Tasmania : 03 9912 2869
South Australia / Northern Territory : 08 8122 2701
Western Australia : 08 6267 6006

1.8 How do I know whether I am running a 32 bit version or a 64 bit version of my current operating system?
Visit http://support.microsoft.com/kb/827218

1.9 Why did I only receive one set of media disks for each title I ordered when I ordered multiple licences for these products?

For each title you order you will only ever receive one set of media disks. The volume licence keys you access from following the instructions you are given in your e-Open licence email can be used to licence your products on the amount of computers for which you have ordered licenses. For example if you have ordered 10 licenses of Office Professional Plus 2007 you can use the same set of media disks and the same volume licence key to install and licence on 10 computers.

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Eligibility

2.1 Who can obtain products from Donortec?
Australian nonprofit organisations who have Income Tax Exempt status approved by the Australian Taxation Officeand who meet the eligibility criteria to receive donations from that particular donor.

2.2 How do I know which products my organisation is qualified to receive?

To receive products as donations, organisations must also meet the requirements of the donor partners that offer the products through Donortec. To determine if your organisation is eligible to receive products from a given partner, please review the relevant partner page.

2.3 My organisation does not have Income Tax Exempt status, but our financial sponsor does. Am I eligible for participation?
Certain charitable organisations are sponsored by parent groups, foundations, or business incubators. In order to participate in our donation programs, Donortec requires -- in almost all cases -- that each organisation have its own income tax exemption, as documented by an ATO letter and appearance on the Australian Business Register.

If you are still uncertain as to whether or not your organisation is eligible to order products from Donortec, please contact us before you begin the registration process.

2.4 Are public libraries eligible to receive products from Donortec?
Provided the individual donor company’s eligible donor categories allow this, yes, but this is usually conditional on the products provided being for the use of the general public (e.g. internet access centre) and not for the library itself.

2.5 Why has my eligibility for certain donations changed?
Donation program restrictions can change periodically. Consult the restrictions listed on each product page for current information.

2.6 How to apply for Income Tax Exemption?

It is a strict requirement of our donors that donation recipients have a minimum of an Australian Business Number (ABN) and Income Tax Exempt (ITE) status, preferably as approved by the Australian Taxation Office (ATO). There is no fee to obtain either of these from the ATO.

You can apply online for an ABN through the Australian Business register at
https://abr.gov.au/abrweb/default.aspx?pid=90&sid=1&outcome=2&scripting=true&cookie=true

To apply for ITE status you can download the application form at http://www.ato.gov.au/content/downloads/n10651scannable122005.pdf

If your organisation does not have formally approved ITE status from the Australian Taxation Office DonorTec will be unable to qualify your organisation for donations. If your organisation does have formally approved ITE that is not reflected on the Australian Business Register http://www.abr.business.gov.au/ we must receive a copy of the original documentation from the ATO confirming your organisation’s endorsement as an income tax exempt charitable organisation. Please fax to DonorTec Registrations on 08 8212 2788 and/or scan the documentation then email it to donations@donortec.com.au

Please note that nothing in this correspondence should be construed as providing tax or financial advice, professional or otherwise, and you are strongly advised to contact your accountant and/or the Australian Taxation Office on these matters. CISA Inc accepts no responsibility for the accuracy of the information in relation to tax matters contained in this correspondence.

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Registration

3.1 I want to obtain products from Donortec. How do I get started?

1. Join Donortec. If you are already a Donortec member, log in.

2. Register your organisation. You need to register only once, since we store your information in our secure database. Please note your registration is not completed until you have verified your email address, by responding to the email on verification.

3. Once you have completed registration please wait until you receive notification from DonorTec of your elligibility to order from one or more of our Donation partners.

4. Verify that your organisation meets the requirements specified by the donor partners and the limitations on orders each year.

5. Before you place your order, make sure that you have worked out all of your organisation’s requirements from that donor for the coming year. In most cases you will only be able to order once per year per donor. In some cases (e.g. Cisco) there will be a financial limit on the amount of administrative fees you can spend on donated products in a year, in others (e.g. Microsoft) there will be a limit on the number of products and/or licences you can order. So don’t rush in to ordering a single item and then find a few months later you needed something else and then have to wait a year to get it. (Note: You can order separately for each donor; you do not have to pool all your orders in one session.)

6. Place your order.

7. If you are ordering for your organisation for the first time, or have changed important information in your organisation profile, we need to assess your eligibility first and then advise you that you can place an order.


3.2 Why do I have to register my organisation to obtain products from Donortec?
The primary reason we ask you to register is to ensure that the people we serve are obtaining products for valid Australian nonprofit organisations.

3.3 I ordered Microsoft products from Barbara Bridges and Associates before December 2006. Do I still have to register my organisation?
Yes. Donortec is a completely new program. If you have ordered from BBA before December, 2006, please contact them with any relevant questions.

3.4 If someone else has already registered my organisation with Donortec, can I use this account to order products?

Yes. You can add your name to your organisation's account by taking the following steps:

1. Join or log in to Donortec

2. Click the Register link.

3. Enter your organisation's country, organisation status, and ABN number, and click Continue.

4. On the page that appears, click your organisation's name.

5. Enter your organisation's ID and password (chosen by the person who originally registered the organisation), and your job title.

6. Click the Authorise button. You will then see a page that says "You have been authorised to purchase for [your organisation name]"


3.5 Can I register more than one organisation?
Yes. You can register additional organisations, or you can order for an organisation that is already registered as long as you have that organisation's ID and password.

3.6 What is the organisation ID?
The organisation ID is a unique combination of letters and numbers that you create when you register your organisation with Donortec, which links with the TechSoup Stock database. We use it to identify your organisation in our database. You also need your organisation ID and password to edit your organisation profile or add others to your organisation's list of authorised agents who can place product orders.

3.7 What is an Australian Business Number (ABN)?
The ABN is a tax ID number issued to Australian organisations by the Australian Taxation Office (ATO). You need one to apply for Income Tax Exempt (ITE) status with the ATO. You can find out more at http://www.ato.gov.au/nonprofit/

3.8 Do I have to enter my ABN every time I order products from Donortec?
No, you only need this number when you first register your organisation with Donortec. If someone else from your organisation wants to place orders, that person must know your organisation's ABN number, along with your organisation ID and password, to become authorised to order products.

3.9 Can other people use my organisation's ABN to order products?
No one can order products through your account unless you give them your organisation ID and password.
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Placing an Order

4.1 How do I place an order?

1. Log in to your Donortec account

2. If you have not already done so, you must become an authorised agent for your organisation

3. Select the items you wish to order and add them to your shopping cart

4. Click "View Cart & Check Out," and follow the outlined steps to complete the checkout process

You will know your order is in our system when you reach a page that gives your Order Confirmation Number.

4.2 Since my organisation has multiple locations, can I place individual orders for each?

Yes, but each location should have its own account and order history, which means each branch should be registered individually. If your branch or affiliate has its own ABN, you should register it using that number. If all branches share the parent organisation's ABN, use that number when registering your branch.

4.3 The product I would like to request is listed as "out of stock" or "temporarily out of stock." When will it be back in stock?
At Donortec, we rely on the generosity of our vendors; all products are subject to availability. You will find the most current listing of product offerings on our site.

If you are interested in a product that is listed as "temporarily out of stock", you will be able to place a donation request for this item. It will be on back order for your organisation and will be fulfilled as soon as it becomes available. Items listed as "out of stock" do not allow donation requests to be placed through the site; please check back on the site for availability.

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Shipping

5.1 Can my shipping address be different from my organisation's address?
To ensure that shipments reach their proper destinations, orders are only shipped to the organisation's address. We cannot ship to P.O. boxes.

5.2 When can I expect to receive my order?
We process and ship orders after the following:

1. Approval of your payment through Paypal.

2. If you are ordering for your organisation for the first time, or have changed important information in your organisation profile, we will need to assess your eligibility first.

Important: Products from the following donor partners are subject to special processing, and thus may take several weeks to ship:

Cisco



Cisco orders are not sent directly from Donortec and may take up to 90 days from the date the order is placed. However in most cases they will arrive sooner than that.

Microsoft



Microsoft orders are not sent directly from DonorTec and are typically shipped within 3-4 weeks from the date the order we received your payment.

5.3 Can I expedite my shipment?
No.

5.4 Can you ship outside Australia?
NO, not at present but we will be launching in New Zealand in 2008.

5.5 Why haven't I received all of the products I ordered?

Media shipments do not always arrive in one package. If a product is on backorder the delay may be up to 2 weeks from the time your first media shipment was received.

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Order Status

6.1 How do I check the status of my order?

1. Log in to Donortec

2. Follow the directions outlined on the Order Status Page


6.2 Can I find out which products my organisation has already ordered?
Yes. First, log in to Donortec, then click Order Status under Manage My Account. You will see a list of the orders you have placed on Donortec. Click on an order number to view details.

6.3 What should I do if I have a question about my order?
First, log in to Donortec, then click Order Status under Manage My Account. You will see a list of the orders you have placed. Click the order number to view the status of a particular order. If you still have questions, contact us at customerservice@donortec.com.au

6.4 Can I cancel an order?
Yes. First, log in to Donortec, then click Order Status under Manage My Account. You will see a list of the orders you have placed. If your order has not been shipped, click the Cancel Order button to cancel all unshipped orders. If you wish to cancel an item that has already been shipped, contact us. Please be sure to include your order confirmation number with your request.
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Returns

7.1 What is your policy on returns?
Please consult the Donortec Refunds and Returns page for guidelines and instructions. back to top

Security and Privacy

8.1 How secure is my information?
All of your information is encrypted to ensure privacy. Our servers are located in a secure facility and are protected by a sophisticated firewall.

8.2 Do you sell e-mail addresses to third parties?
We do not sell e-mail addresses to third parties.
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Account Access

9.1 What do I do if I forget my Donortec login or password?
To receive a reminder about your Donortec login ID and password, go to the Password Reminder Page and, in the space provided, enter the e-mail address you used when you registered with Donortec. The system will look up the username and password associated with the e-mail address you have entered.

If you have multiple accounts under the e-mail address you entered, you will be asked to choose the account to which you would like the reminder sent.

9.2 What do I do if I don't have my organisation ID and password?
If you are unable to obtain the organisation ID and password from any of the authorised agent(s) listed under your organisation's account, send an e-mail using our contact form with the following information to:

  • ABN
  • Organisation Name:
  • Organisation Address:
  • Your Name:
  • Your Job Title:
  • Your E-mail Address:
  • Your Donortec User ID:

Note: The organisation ID and password are NOT used for logging in. The organisation ID and password are needed to set up additional persons in your organisation as authorised agents on the organisation account. To be able to place orders, each person must still create his or her own Donortec account and follow the steps to become an authorised agent for that organisation.

9.3 How can I check to see if my organisation is already registered on Donortec?
You can find out whether or not your organisation is registered on Donortec, as well as who is authorised to place orders on the account, by following these steps:

  1. Log in with your Donortec ID and password, or join if you do not already have a Donortec account.
  2. Click "Register".
  3. Enter your organisation's country, tax ID status, and tax ID number, then click "Continue."
  4. If your organisation is not listed on the next screen, then your organisation has not been fully registered. Fill out the form to complete the registration.
  5. If the organisation IS listed, select it.
  6. If you are taken to a partially filled out registration form, it means the organisation is not fully registered. Fill out the form to complete the registration.
  7. If you are set up as an authorised agent for the organisation's account, you will see the message "This organisation has already been registered for you. Thank You."
  8. If you are presented with a screen that asks you to enter an organisation ID and password, click "show authorised agents" to view the names of those who are currently authorized to place orders on the account. Those persons should have the organisation ID and password, which you will need to enter in order to become authorized on the account.
  9. If you are unable to obtain the organisation ID and password from any of the authorised agent(s) listed under your organisation's account, see question 10.2.

9.4 Which user ID and password should be used to log in to Donortec?
Use your Donortec user ID and password when you want to order software. If you have already joined Donortec and completed the organisation registration step, you will automatically be recognised as an authorised agent of your organisation when you log in to Donortec using your personal Donortec user ID and password. You will not be required to enter the organisation ID and password.

9.5 What are the organisation ID and password used for?
The organisation ID and password are used to identify who is authorised to place orders for an organisation.

9.6 How do I become an authorised agent for an organisation that has already been registered on Donortec?

  1. Join Donortec, if you have not already done so. (If you are already a Donortec member, log in using your personal Donortec user ID and password and proceed to step #2 below.) To join Donortec, click "Register". When the page loads, fill out the requested information, and click the "Join" button. Be sure to make note of your User ID and password, as you will need these to log in again in the future.
  2. Click "Register”.
  3. Enter your organisation's country, organisation status, and tax ID number, and click "Continue."
  4. On the next page, click your organisation's name.
  5. Enter the organisation ID and password, and your job title.
  6. Click the Authorise button. You will then see a page that says: "You have been authorised to purchase for [your organisation name] ..."

9.7 How do I change my organisation password?

  1. Click "login" at the upper-right corner of the screen, and log in using your personal Donortec User ID and password.
  2. If you are not already one, you must become an authorised agent for your organisation (see previous question).
  3. Click on the Edit Organisation Profile link under "Manage My Account" at the top of the left navigation bar.
  4. Click on the name of your organisation.
  5. Enter a new password on the form in the space indicated. You will also be required to enter the old password where indicated.

9.8 How do I change my organisation profile?

Please email or phone donortec to change your organisations details.

9.9 How do I edit my personal profile?
Login with your account, log in with your Donortec user ID and password, and then click "my account'. You will then be able to change your personal information. Click the Update button at the bottom of the screen to save your changes. back to top

Payments

10.1 How can I pay and what are the methods

The only way to pay for items is using Paypal or cheque. For more information regarding Paypal please click here. Through Paypal you can pay either via a credit card (Visa or Mastercard), or you can pay via a direct deposit. The process to pay via a credit card is the first option you will be given, but if you need to pay via a direct bank deposit you will first need to register an account with paypal.

Once you have registered an account with Paypal you will have the option to add funds to your Paypal account from your nominated bank account and hence pay for your DonorTec items. Please note that it can take Paypal up to 5 days to verify your account to accept direct bank deposit payments.

IMPORTANT: For those who wish to pay multiple invoices we suggest payment by cheque as outlined below or registering an account with PayPal to pay via bank deposit or E-cheque

10.2 Why Paypal?
Paypal would have to be one of the most respected and widely used online banking facilities in the world. In making our decision regarding the payment facility we would use your security was our most important concern so widely respected Paypal was an obvious choice. Furthermore Paypal is one of the only merchant systems that can accept both credit card and direct deposit payments.

10.3 No creditcard or Paypal account?
If it is not possible for your organisation to pay via a credit card or to register with Paypal to pay via a direct bank deposit, you can pay by cheque. In order to do this, process your order all the way to the Paypal payment page. Once you have done this the order will be in our system as "pending payment" and you will be emailed a copy of the invoice.

You can then address a cheque payable to

CISA - DonorTec

and post it to

CISA - DonorTec
PO Box 8097 Station Arcade
Adelaide, SA 5000

Please note we will only be able to bank your cheque if it is drawn to CISA-DonorTec.

Please ensure that a copy of your invoice is also attached so that we can know what the payment is for. Once the payment has cleared, we will then process your order. Please note that this process will slow down your order's delivery time as we need to receive the cheque and clear the payment before we can process your order.

10.4 How long can we wait to pay after we have ordered?

At DonorTec our product catalogue is constantly being updated so we can offer you the latest products at the best prices and we are always glad to assist you with your software and hardware donations. We pride ourselves on prompt and efficient service but cannot fill an order that has not been paid. To ensure your order is filled in the fastest possible time and the products you have ordered are still being offered via our Program we must remove un-processed orders after a 2 month period.

 

Micosoft Software Assurance

11.1. What is Software Assurance?
Microsoft Software Assurance is a maintenance offer that helps your organization get the most from Microsoft software through a broad range of benefits. From deployment planning and staff training to product support and software upgrades, Software Assurance benefits help you increase worker productivity, accelerate organizational performance, and realize a return on your software investment faster. Read more: http://www.microsoft.com/licensing/sa/default.mspx
11.2. How to activate Software Assurance
http://www.microsoft.com/licensing/sa/activate.mspx - (includes a Benefits Activation Resources Center). All Software Assurance benefits are activated and accessed through MVLS (Microsoft Volume Licensing Service) at http://licensing.microsoft.com. This is where you must go to access your installation keys for software donations. Customer organizations should also activate your Software Assurance benefits here as well.

In order to see what Software assurance benefit you get with your ordered product please follow the steps below

  • Go to https://eopen.microsoft.com and click on the Sign In button (This is the site where you go to access your licenses)
  • Log in to Microsoft e-open website using the username and password that you have created at the time of accessing your license online
  • Then click on the “Agreement Summary”
  • Please click on the relevant license
  • Once the License detail page opens please scroll down and click on the link which says “Software Assurance Benefits Administration Tool”
  • This will open another page which will say “Benefit Summery”.

It will list all the Software assurance benefits that you are entitled to receive with your ordered products. You can activate the benefits by clicking on the hyperlinked benefit name.

Note: If you want to get the media disk for the product received through software benefit you need to contact Microsoft authorized reseller. Please note that Donortec is not a Microsoft product reseller. Donortec only administer the Microsoft donation programme.


11.3. What is included in Software Assurance, the Benefits Comparison Chart:
https://partner.microsoft.com/download/global/40029941 - this interactive chart shows you which Software Assurance benefits are available to various Microsoft licensing customer groups. NGO donation recipients are Open License customers.

11.4. How to upgrade to new version
http://www.microsoft.com/licensing/sa/benefits/version_rights.mspx
In order to request the upgrade media, go here:
https://licensing.microsoft.com/eLicense/L1033/Overview.asp, and contact the MVLS office in your country. A nominal processing fee may be required.

11.5. Are there Software Assurance renewal purchase options when it expires?
No, there is not an option to renew Software Assurance. In order to obtain an upgrade after Software Assurance expiration, a customer organization would need to purchase an upgrade from a charity reseller. Eligible customer organizations may also request new versions through this donations program.

Also, Information on Vista: http://www.microsoft.com/licensing/sa/benefits/vista.mspx - explains Vista Enterprise to the Software Assurance and Volume Licensing customers. For more information, visit the Windows Vista Web site (http://www.microsoft.com/windows/products/windowsvista/default.mspx).

11.6 How to contact Microsoft Software Assurance
Email: MVLSApac@microsoft.com
Phone: dial 1800002691 and choose “2 for All other software benefit support”

 

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