Customer renewals - how does a partner take advantage?

 When we place orders with Distribution, we get a copy of the license certificate sent to us by e-mail.  I track these certificates in a simple Access 2010 database which automatically e-mails customers 90, 60, and 30 days before expiration.  When they get the notices from Symantec, they usually contact me since they know I will give them a discount from list price.

Thanks to both of you for the information (very helpful). 

I have an additional question or two. 

After furtehr review I realized that the particular customer I had in mind while writing my post had done their initial SEP purchase through a previous IT provider, so my firm wouldn't be listed. 

What steps should I take to get my company listed as their partner going forward?  Should I email the address provided above? 

The reason I ask is that in my short time as a Symantec partner I've seen something like 2 or 3 different   @symantec.com  email addresses that had the word "partner" in them so I'm not sure what is considered the primary contact address.  Or is there a directory of addresses that also shows what purposes each is for?  

Thanks again!

PS:  I like that idea about the Access database - unfortunately I haven't touched Access since I think Office 2000 or maybe even 97 :) Guess I should take a look at it again. 

Ok thanks again I do have some additional questions now.  Perhaps I'll post them here in case the answers could help anybody else: 

Being a new business (just over a year) the first client that I sold their intiaal SEP purchase to will need to renew in May. 

Now with the 60, 45, and 30 day notificfations in mind, when is the ideal time to sell the renewal?  Should I do it a couple of weeks in advance of expiry just to make sure reseller details are updated?  Or could I go ahead and sell it today (or anytime), but on the license certificate just have the renewal day's date on it? 

Thanks for helping a newbie here. 

Hello MIXIT,
 
Feel free to ask away and we’ll do our best to respond, as do fellow partners as Nicholas did above.   As you note, others may be asking themselves the same question you are.
 
Symantec notifies the customer up to four times, starting 60 days prior to expiration, directing the customer to close the renewal with the partner of record.  The ideal time to sell the renewal would be any time starting 60 days prior to support expiration.  Depending on the customer, you may consider starting the renewals process sooner, as the end user’s purchase cycle may impact when the actual negotiation and quoting process should begin.
 
With proper Proof of Purchase included on your order to distribution (Proof of Purchase = Renewal ID, reference/Instance number, etc), Symantec’s order services team will extend support one year from the current expiration date, when a renewal SKU is ordered.  If ordering after expiration, an Upgrade SKU may be required, in which case support would start the date the order is placed.
 
Reseller and end user contact information will be updated with the order, and will be the new contact information of record for future notifications on that opportunity.
 
Best wishes,
Oregon Duck Fan (Lauren Trent)

I often find that I get the best results when sending a renewal quote to a customer between 45 and 30 days before expiration.  In the event that you fall behind, or the customer is slow to issue a PO, there is a 90-day window to get the order placed before you are required to order the upgrade, rather than the renewal.  I always set the expectation with the customer that if I don't have their order within 1 month of expiration, their price will go up.  This gets a PO nearly every time.