Program Guide

Version 2.0
Revision Date: 27th July 2011

This document is for informational purposes only. The entire risk of use or results in connection with the use of this document and the information
contained herein remains with the user. MICROSOFT CORPORATION, MS AND THEIR AFFILIATES MAKE NO REPRESENTATIONS OR WARRANTIES,
EXPRESS OR IMPLIED, IN THIS DOCUMENT. All references to MS in this Program Guide will have the meaning given to MS in the License
Agreement(s) that reference it. Nothing in this document shall be deemed to modify or amend the terms and conditions of any agreement with
Microsoft Corporation or MS or their affiliates for the license and/or distribution of the product(s) mentioned herein. This document does not give
you any license to any patents, trademarks, copyrights, or other intellectual property covering subject matter in this document.

© 2010 Microsoft Corporation. All rights reserved.

Microsoft® and Windows® are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries or
regions. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.

Please note: the information in this Program Guide was correct at time of going to print. The content and layout of the screen shots included may
have been changed since that time.

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0
 Table of Contents
Welcome to the Microsoft Registered Refurbisher Program .......................................................................3 
Program Overview 3 
Benefits for Refurbishers 3 
Benefits for your customers 3 
About this Program Guide 3 
New in this version of the Program Guide 4 
Note about the removal of Windows XP 4 
Contacting Us ...................................................................................................................................................5 
If you are in Asia 5 
If you are in Europe, the Middle East or Africa 5 
If you are in North America 5 
If you are in Latin America 5 
Getting Started in the Program .......................................................................................................................6 
General Steps 6 
Program Portal 6 
Portal Language Selection 7 
New Portal Users 7 
Product Information .........................................................................................................................................9 
Products Available 9 
Obtaining Commercial Products 10 
Obtaining Citizenship Products 11 
Security Requirements 16 
Product Support 17 
Refurbishing PCs in the Registered Refurbisher Program ........................................................................18 
Licensing on Refurbished PCs 18 
COAs 18 
Qualified PCs 18 
Refurbishing 19 
Valid COAs 19 
Citizenship licenses for Eligible Recipients ................................................................................................21 
Eligible Recipients 21 
Technology Access Programs and Qualified Individuals 22 
Preinstalling & Activating Products .............................................................................................................24 
Installation Tools for use by Refurbishers 24 
Product Activation, Product Keys & EULAs 24 
Checklist for preinstalling Windows 25 
Checklist for preinstalling Microsoft Office 26 
Supply to customers 26 
Final Checklist for supplying Refurbished Computers 27 
Product Keys ...................................................................................................................................................28 
Recipient Information for Citizenship Licenses 28 
Obtaining product keys for Windows 30 
Obtaining product keys for Microsoft Office 33 
Changing Recipients After Requesting Product Keys 35 
Managing Stock and Product Keys 35 

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Program Guide 2.0 i
 Product Key Allowance 36 
Hard Drive Based Recovery Systems...........................................................................................................37 
Overview 37 
General Recovery Solution Requirements for Desktop Operating System Products 37 
Reporting .........................................................................................................................................................38 
The Registered Refurbisher Logo.................................................................................................................40 
Trademark Usage Guidelines 41 
Managing Your Account & Renewing Membership ....................................................................................43 
User Information 43 
Change Password 43 
Users 44 
Organization Information 44 
Shipping Address 45 
Special information for a change of Organization Name 45 
Renewing your membership 45 
Marketing & Other Resources .......................................................................................................................46 
The Registered Refurbisher Directory 46 
Registered Refurbisher Resources 47 
Digital Literacy Curriculum 47 
Quarterly Updates 48 
Frequently Asked Questions (“FAQ”) 48 
Other Microsoft Website Information 48 
Product Information Websites 48 
Refurbisher Program Website 49 

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 ii
 Welcome to the
Microsoft Registered Refurbisher Program
Program Overview
The Registered Refurbisher Program (the “Program”) is tailored to the needs of small and medium-
sized refurbishers who wish to deliver genuine preinstalled Microsoft software licenses to their
customers on their refurbished PCs. The Program is open to refurbishers in all countries except the
People’s Republic of China. However, the products available through the Program do vary in some
countries as explained in this Program Guide.
The Program allows refurbishers to provide genuine Microsoft software on refurbished PCs for all
customer types. This includes commercial customers such as consumers and small businesses, and
citizenship customers such as schools and non-profit charitable organizations.

Benefits for Refurbishers

The Program allows participants access to specially priced Microsoft software licenses that may be
preinstalled on refurbished PCs. Participants will have recognition and status as Microsoft
Registered Refurbishers, and ongoing contact with Microsoft through regular communications and a
Regional Service Center. Registered Refurbishers can differentiate themselves in the marketplace
by supplying refurbished PCs preinstalled with genuine Microsoft software. The Program is
designed to provide an opportunity for you to build additional revenue and margin via market
differentiation.

Benefits for your customers

Your customers will benefit from refurbished PCs with genuine Microsoft software licenses
preinstalled, from a recognized supplier. Using genuine Microsoft software offers greater
capabilities and easy integration with the widest variety of hardware, software, and services. It
also provides confidence because the latest product features, updates, and ongoing improvements
to keep PCs performing at their best, are only available for genuine licenses. Registered
Refurbisher licenses also generally provide an upgrade path for your customers to future releases
of the software.

About this Program Guide

This Program Guide (the “Program Guide”) is written for approved members of the Registered
Refurbisher Program and is designed to explain how the Program works and answer common
questions. There are also two sets of Frequently Asked Questions (“FAQs”) available. One is
available on the program web site at http://www.microsoft.com/registeredrefurb and provides
general information about the Program. The second FAQ is on the Program Portal (the “Program
Portal”) which is a secure web site that can only be accessed by members of the Program. The
conditions of access to the Program Portal are detailed in this Program Guide. The FAQ on the
Program Portal provides information specific to Program members. If, after reading this Program
Guide and the FAQs that are available, you have further questions please contact your Regional
Service Center for help. You can find the contact details for your Regional Service Center in the
next section of this Program Guide and on the Program Portal.
Unless otherwise defined in this Program Guide, all terms used have the meanings given in the
Microsoft Registered Refurbisher Program Agreement (Version 2.0) (the “Program Agreement”).
The text of the Program Agreement that you signed is available on request from your Regional
Service Center.

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 3
 Thank you for your participation in this Program and for preinstalling Microsoft products on your
refurbished PCs. We are keen to develop the Program further in the future so please provide
feedback about the program to your Regional Service Center.

New in this version of the Program Guide

The table below provides a summary of the changes in this Program Guide version 2.0, compared
to version 1.5. This will be helpful if you are already familiar with the previous version.
Section Description of update in version 1.5
Screen shots have been updated where
Throughout applicable to show the latest version of the
Program Portal
Information has been added about the page of
Getting Started
information for new users of the Program
 New Portal Users
Portal.
Product Information The list of products and the countries in which
 Products Available they are available has been updated.
Information has been added to explain that
Product Information
refunds are not available for citizenship COAs
 Obtaining Citizenship Products
ordered in error.
The list of products that Specially Approved
Citizenship licenses for Eligible Recipients
Recipients may receive has been updated.
Product Keys
Information has been added about uploading
 Recipient Information for Citizenship
lists of Recipient Information.
Licenses
Information has been added about uploading
Product Keys
file formats that accept COA IDs with, and
 Obtaining Product Keys
without, dashes to support bar code scanners.
Product Keys Information has been added to explain how to
 Changing Recipients After Requesting change Recipient information after a Product
Product Keys Key has been requested and issued.
The Genuine logo has been retired and
The Registered Refurbisher Logo
therefore has been removed from this section.

Note about the removal of Windows XP

During the life of this Program Guide, Windows XP will be removed from the Registered Refurbisher
Program. At time of writing, Windows XP is still part of the program and therefore is mentioned in
this document and appears in the screen shots used. Once Windows XP is removed, it will not
appear on the Program Portal (except for reporting purposes for prior inventory) and references to
it in this Program Guide should be ignored. The dates and process for removal of Windows XP will
be advised through the Quarterly Update emails. Information about the Quarterly Update emails is
given in the Marketing & Other Resources section of this document.

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 4
 Contacting Us
You can contact Microsoft at any time by sending an email or fax to the Regional Service Center
nearest you. It will help us if you include the following information with your enquiry:
 Organization Name
 Organization ID, if you have one
 Country or Region
 Detailed message describing your request

Customer services
representatives
Region/Country E-mail address Fax number can accept
enquiries in these
languages

If you are in Asia

Japan [email protected] +81-3-5388-8252 Japanese
0800-00-88-33
Taiwan [email protected]
option 7 Traditional Chinese
Australia, Hong Kong,
English
India, Indonesia,
Korean
Korea, Malaysia, New
[email protected] +65-6324-6181 Simplified Chinese
Zealand, Philippines,
Traditional Chinese
Singapore, Thailand
and Vietnam

If you are in Europe, the Middle East or Africa

Danish
Dutch
English
Finnish
French
German
All countries [email protected] +49-5241-1795061
Italian
Norwegian
Polish
Russian
Spanish
Swedish

If you are in North America

English
All countries [email protected] +1-661-554-0208
French Canadian

If you are in Latin America

Brazilian Portuguese
All countries [email protected] +1-661-554-0208 English
Spanish

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 5
 Getting Started in the Program
General Steps
In general terms, there are five steps that you should take as a member of the Program and more
details of each are given later in this Program Guide.
 Step 1: Obtain products to preinstall. There are two main types of products available:
o Commercial licenses
o Citizenship licenses
This is explained in the Product Information section of this Program Guide.
 Step 2: Ensure that you meet the correct criteria for the following:
o The PCs you plan to preinstall meet the criteria for Qualified PCs, as defined in the
Program Agreement.
o Your refurbishment processes meet the standards required in the Program
Agreement.
o If you are preinstalling Citizenship Licenses, your end user customer qualifies as an
Eligible Recipient as defined in the Program Agreement.
The section of this document that explains these criteria further is Refurbishing PCs in the
Registered Refurbisher Program.
 Step 3: Preinstall products and supply them to your customers as explained in the section
Preinstalling & Activating Products.
 Step 4: Submit reports, if applicable. Please see the Reporting section of this document to
find out if this applies to you.
 Step 5: Use the marketing tools and other resources available to you through the program.
This is explained in the Marketing & Other Resources section.
The rest of this Program Guide discusses each of these steps in more detail.

Program Portal
Throughout this Program Guide as we explain how the program works, we will refer you to various
parts of the Registered Refurbisher Program Portal. When you were approved to become a
member of the Program, you were sent a welcome email explaining how you can access the
Program Portal.
You can use the link in the email, or you can log in to the portal by following the link to the
Registered Refurbisher pages on:
http://www.microsoft.com/registeredrefurb
In addition to the link for Program members, this site also contains general information about the
Program and an FAQ with more detailed information.
The Program Portal includes the following sections:
 Product Keys
This is where you obtain Product Keys for the products you wish to preinstall and search for
previously issued Product Keys. This is explained in the Product Keys section of this
Program Guide.
 Citizenship Licenses
This is where you obtain COAs for Citizenship Licenses as explained in the Product
Information section of this Program Guide. This is also where you manage information

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Program Guide 2.0 6
 about recipients of Citizenship Licenses as explained in the Reporting section of this
Program Guide.
 Manage Account
This is where you can view and edit the information we hold for you. This is explained in
the Manage Your Account & Renewing Membership section of this Program Guide. This is
also where you can manage the information that is displayed in the program directory as
explained in the Marketing & Other Resources section of this Program Guide.
 Resources
This is where you can obtain information and resources to help you as a member of the
Program. This is explained in the Marketing & Other Resources section of this Program
Guide.
 FAQ
This provides additional information about many aspects of the program.

Portal Language Selection

The public program site and Program Portal are available in the following languages: English,
Brazilian Portuguese, Chinese (simplified), Chinese (traditional), French, German, Japanese,
Korean, Russian and Spanish. When you log in to the Program Portal, the Program Portal will be
displayed in the language that you used when you applied to join the Program. You can
temporarily change that choice for your current session by using the drop down selection box that
appears on screen. If you would like to change your default language for the Program Portal and
emails that we send, you should use the Manage Account area of the Program Portal.

New Portal Users

As shown on the image above, the first page of the Program Portal includes the following button:
NEW USERS CLICK HERE. If this is the first time you have used the Program Portal, or a new
member of staff joins your organization, we strongly recommend that the page for new users is
Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011
Program Guide 2.0 7
 visited. This page gathers together in one place, all the information needed to work with the
Registered Refurbisher Program. It explains the importance of the Program Guide (this document),
provides a quick link to a one page How To Buy Guide, explains software licensing on refurbished
PCs, includes information about the Refurbisher Preinstallation Kit (RPK) and gives a brief overview
of the additional information on the Resources page of the Program Portal.
These quick steps are designed to provide new users with all the basic – and important –
information that they need.

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 8
 Product Information
Products Available
There are two types of product license available in the Registered Refurbisher Program:
 Commercial licenses are available for you to supply to any type of customer.
 Citizenship licenses are available for you to supply only to Eligible Recipients. Citizenship
licenses are available for a small cost-recovery fee for customers such as educational
institutions, non-profit charitable organizations and other approved recipients.
This section of the Program Guide explains how to obtain both types of products and what is
included. The following table shows a summary of the differences between commercial licenses
and citizenship licenses.

Where to What’s Type of end Recovery

License Type Price
buy included user eligible options
Pricing is set
by distributors
Recovery
media is
You can
included in
Media and expect prices
Microsoft the pack and
COAs for 3 to be higher
Authorized Any type of you may also
Commercial licenses are than
OEM end user add a hard
included in citizenship
Distributors disk based
each pack licenses, but
recovery
lower than
option if
comparable
desired
versions for
new PCs
For COAs, the To keep costs
minimum low, no
quantity is 20, These licenses physical
From the maximum US $6 per may only be recovery
Citizenship 2000 per license supplied to media is
Licenses area product, per (converted to Eligible supplied, but
Citizenship
of the order local currency Recipients as you may add
Program at the time of specified in a hard disk
Portal Media is order) the Program based
supplied with Agreement recovery
the first COA option if
order desired

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 9
 The list of countries and products may vary from time to time. Please check the FAQ on the
Program Portal for the current list of products and the countries in which they are available. At
time of writing, the list is as follows:
License Type Available in the following countries
Commercial Windows All countries, except People’s Republic of China
licenses (Windows XP
Home Edition, Windows XP
Professional, Windows 7
Home Premium, Windows 7
Professional)

Commercial Windows Andean, Argentina, Bosnia, Brazil, Brunei, Central America, Chile,
licenses (Windows XP Croatia, India, Indonesia, Israel, Latin America & Carribean,
Starter Edition, Windows 7 Macedonia/Serbia/Montenegro, Malaysia, Mexico, Middle East,
Starter) Moldova, North Africa, Pakistan, Paraguay, Philippines,
Russia/Ukraine, Singapore, South Africa, Turkey, Uruguay, Vietnam,
WEC Africa
Commercial Microsoft Malaysia
Office licenses (Microsoft Morocco
Office Home & Student 2007, Philippines
Microsoft Office Basic 2007) South Africa
Citizenship licenses
(Windows XP Professional,
Windows 7 Professional,
Microsoft Office Home & All countries, except People’s Republic of China
Student 2007, Microsoft Microsoft Office Home & Student 2007 is not available in Japan
Office Basic 2007/Microsoft
Office Personal 2007 in
Japan)

Obtaining Commercial Products

Commercial licenses can be purchased from a Microsoft Authorized OEM Distributor. They are
listed for your country at the following link: http://www.microsoft.com/oem/authdist/default.mspx
Not all distributors carry all Microsoft products, so if you are having difficulty finding a distributor to
help you, please contact your Regional Service Center for advice.
Registered Refurbisher commercial products are supplied with all the materials you need to
preinstall three licenses of the product. The pack contents are similar for all products – here is an
example of the pack contents for Windows 7 Professional and how they are used:

Item Usage
Windows 7 Professional Use to install the Windows operating system as described in this
operating system CD (x 3) Program Guide. These are also recovery CDs and one must be
supplied with each PC. It enables the end user customer to recover
their Windows installation if required.
Windows OEM Preinstallation Use the documentation and tools to help you preinstall the operating
Kit (“OPK”) Resource CD system and other applications.
Certificate of Authenticity You must attach one COA label to the PC for each product
(“COA”) (x 3) preinstalled through the Program. The COA label must be visible on
the exterior of the Refurbished PC.

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Program Guide 2.0 10
 Obtaining Citizenship Products
Citizenship licenses are supplied directly from Microsoft for a small cost-recovery fee. You will need
the following materials to preinstall citizenship licenses:
 Media – you will need master media sets which you use over and over to preinstall
citizenship products.
 COAs – for each product that you preinstall, you will need a COA.
o For Windows XP and Windows 7, the COA must be affixed to the refurbished PC.
o For Microsoft Office, the COA must be affixed to the reverse of the printed PDF
showing the product key (see the Product Keys section of this Program Guide).
For example, if you preinstall a refurbished PC with Windows XP or Windows 7, and
Microsoft Office, you will need a COA for Windows and a COA for Microsoft Office. The COA
for Windows will be attached to the refurbished PC and the COA for Microsoft Office will be
attached to the document which shows the Microsoft Office product key.
Media
When you place your first order for COAs (see below) we will send you media for each of the
products in the Program. We will send all the languages that you selected when you first applied to
the Program.
If you need another language, contact your Regional Service Center and we will arrange for a
media pack to be sent.
If you need replacement media, contact your Regional Service Center and let us know which
product and which language you need and we will arrange for another set to be sent. You may
need replacement media because the original has become damaged, or you wish to use another set
at another office or refurbishment location.
When you receive your citizenship media it will include the following:
Item Usage
Windows XP Professional Use to install the Windows operating system as described in this
operating system CD document. You must only use this CD if you have also obtained
citizenship COAs for Windows XP Professional.
Windows 7 Professional Use to install the Windows operating system as described in this
operating system CD document. You must only use this CD if you have also obtained
citizenship COAs for Windows 7 Professional.
Windows OEM Preinstallation Use the documentation and tools to help you preinstall the operating
Kit (“OPK”) Resource CD system and other applications.
Microsoft Office Basic 2007 Use to install Microsoft Office as described in this document. You
must only use this CD if you have also obtained citizenship COAs for
Microsoft Office Basic 2007. Note: If you have selected Japanese,
you will receive media for Microsoft Office Personal 2007.
Microsoft Office Home & Use to install Microsoft Office as described in this document. You
Student 2007 must only use this CD if you have also obtained citizenship COAs for
Microsoft Office Home & Student 2007.
Digital Literacy Curriculum Use to install Digital Literacy Curriculum (“DLC”) which may be
useful to your end user customers. You do not need to obtain COAs
for DLC and may install it for any of your end user customers.
Please see the Marketing & Other Resources area of this Program
Guide for more information about DLC.

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 11
 COAs
You will need a COA for each product you wish to preinstall. COAs are ordered and paid for
through the Program Portal.
Please note: Refunds are not available for citizenship COAs that are ordered in error, or
are not required after they have been received. Please ensure that you need the
citizenship COAs that you order.
Follow the steps below to order and pay for citizenship COAs.

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 12
 Log in to the Program Portal and click on the Citizenship Licenses tab.

1. Specify the number of COAs you wish to order for each product. When you have entered
the number of COAs that you wish to order, click the Confirm and Submit button on the
page. You will be able to review and edit your order if required, and then you will be able to
submit your order. Please note: Microsoft Office Personal 2007 is only available in
Japanese. For all other languages, please order Microsoft Office Basic 2007.

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Program Guide 2.0 13
 2. When you have reviewed and confirmed your order, there are a series of screens which
advise you that your order is being processed. You are not required to take any actions
while these screens are displayed.
Please note that not all order screens are available in all Program Portal languages.
Therefore, as you reach the order pages, you may see screens in English.
3. You will then see the Contact Information and Shipping Address screen. This shows your
shipping address and provides a check box at the bottom of the screen to allow you to use
your shipping address as the billing address.

The billing and shipping address information is taken from the information we have on file
for your organization. The billing information can be changed here, but if you wish to use
different shipping information, the details should be entered in the Manage Account area of
the Program Portal prior to starting an order. This is explained in the Managing Your
Account & Renewing Membership section of this Program Guide.
You can edit the email address and telephone number for this order only if you wish. Once
you have reviewed the information, click Continue.
4. The next screen allows you to select your payment method and confirm your billing contact
and address.

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Program Guide 2.0 14
 5. When you have reviewed the payment and billing information, click Continue. You will be
able to review your order.

6. When you are happy that your order is correct, click the check box at the bottom of the
screen to accept the terms and conditions shown, and then click Place Order.
7. The Order Receipt page confirms that your order has been placed, and provides an Order
Number. You can print this page.

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Program Guide 2.0 15
 At the bottom of the Order Receipt page is a link that takes you back to the Program Portal.
You may need to log in to the portal again if you wish to continue to work on your account.
8. After successfully submitting your order, you will receive a confirmation email from
[email protected].
9. If you decide to cancel the order you will need to contact your Regional Service Center. It
may not be possible to cancel an order if it has already been processed.
Information for ordering COAs
Please be aware of the following when ordering citizenship COAs:
1. COAs must be paid for before they are dispatched.
2. You can order a minimum of 20 COAs per product in one order, and you can order a
maximum of 2000 COAs per product in one order.
3. There are no limits on the number or frequency of orders that you place.
4. We aim to dispatch all orders for COAs within 7 days of receipt and processing of payment
and often dispatch more quickly. However, from time to time circumstances beyond our
control may delay dispatch. You should contact your Regional Service Center to find out
about the status of your order.

Security Requirements
As a Registered Refurbisher, you must take all necessary steps to prevent unauthorized
distribution, duplication or pirating of the Program software and materials. This includes COAs.
You must not make COAs available through any other means than allowed by the Program
Agreement or described in the Program Guide. You must keep all Program COAs in a secure
location.
You must also ensure that user names and passwords are protected and managed in a secure
manner to prevent unauthorized access and use.
Registered Refurbishers are subject to Audits and Auditors will review policies and practices for
handling Program materials.

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 16
 Product Support
There is no requirement for you to supply product support for these licenses, although you may do
so if you wish. You, or your end user customers, may access free web based support and learn
more about product support options at http://www.support.microsoft.com

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 17
 Refurbishing PCs in the Registered Refurbisher Program
During your participation in this Program, you will be able to preinstall Microsoft products on
Qualified PCs. The Program Agreement sets out requirements for the Qualified PCs that may be
refurbished and preinstalled with products through this Program. These requirements are
explained here.

Licensing on Refurbished PCs

We know that you may need to help your customers understand the rules about licensing of
genuine Windows on refurbished PCs. To help you answer their questions and explain how the
licensing works, we have produced a Licensing Guide. This is available to download from the
Resources section of the Program Portal.
We consider that unlicensed software is a very serious issue. We want customers buying
refurbished PCs to get the same great user experience as a customer buying a new PC with
genuine software. That is why we recommend that customers buy refurbished PCs from
refurbishers who are members of one of our programs.
It is a refurbisher’s responsibility to ensure a PC is properly refurbished and licensed with genuine
software before it is sold to a new customer. Our refurbisher program web site at
http://www.microsoft.com/refurbishedpcs includes information about enforcement activities that
have taken place where software infringement is discovered. If you are concerned about software
infringement, you can report it by using the link on the following site:
http://www.microsoft.com/howtotell

COAs
A Certificate of Authenticity, or COA, is a printed label affixed to a computer used as a visual
identifier that assists in determining whether or not the Microsoft software on a computer is a
genuine licensed product. As you preinstall products in the Program, you need to be aware of
COAs for the following reasons.
 You will use a new COA for each license you preinstall. Information about obtaining COAs is
in the Product Information section of this Program Guide.
 Windows XP can only be preinstalled through the Program if the PC already has a Windows
COA. This is explained later in this section.
To see examples of Microsoft COAs, please visit http://www.microsoft.com.howtotell and follow the
link to information about COAs. There are different types of COAs in use and this site includes
pictures and information about many.
Throughout this Program Guide we refer to Product Keys and COA IDs. The image below of a
generic Windows XP COA will help you identify these pieces of information.

Qualified PCs
You are, of course, able to refurbish any personal computers or equipment that you receive but if
you wish to preinstall products through the Program, the PCs that you preinstall must meet certain
criteria. PCs that meet these criteria are referred to as Qualified PCs in the Program Agreement.

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Program Guide 2.0 18
 Qualified PCs must:
 have been in distribution, or used by an end user, for at least 6 months, and
 to the best of your knowledge, must contain the original motherboard, and
 if you wish to preinstall Windows, have a Windows COA affixed.
If you are preinstalling a commercial license, the Windows COA that is already affixed to the
Qualified PC determines which product you may preinstall during refurbishment. Please see below
for details of the product(s) you may preinstall for each COA type.
The Program Agreement requires that you use commercially reasonable efforts to determine
whether the personal computer has been in distribution or used by an end user for at least six
months.

Refurbishing
Refurbishing, for the purposes of this Program, describes the work that is required to make a used,
essentially intact Qualified PC suitable for a new owner. Recycling is different from refurbishing
and is defined as the process of breaking down a personal computer or server and disposing of the
separate components.

Once again, you may use whatever refurbishment processes and practices that you wish for other
equipment, but if you want to preinstall products through the Program, then your refurbishment
processes for the Qualified PCs that you preinstall must meet certain minimum requirements.

At a minimum, your refurbishment processes must include all of the following:

 Cleaning.
 If necessary, repair, replacement, or addition of parts.
 If necessary, upgrades.
o Upgrades may include the random access memory (“RAM”) and/or the hard disk
drive (“HDD”).
o A motherboard may be replaced if it is faulty but it must be replaced with a
motherboard of the same specification as the original motherboard.
o However, upgrades must not include the central processing unit (“CPU”).
 Clearing of data and software.
o Hard drives that are reused should be reformatted in accordance with the Guidelines
for Media Sanitization published in the National Institute of Standards and
Technology Special Publication 800-88 or similar standard.
 Refurbishment work must be done in a professional and workmanlike manner.
 Refurbishment work must comply with all applicable local, state, national and international
laws and regulations.
 Refurbishers also agree to have end-of-life management practices that meet or exceed any
guidelines, policies or code of conduct that is published by the government of the country in
which they are headquartered.

Valid COAs
As described above, only Qualified PCs with a pre-existing Windows COA affixed may be
preinstalled with Windows through the Program. The pre-existing COA must be intact and you will
need to supply us the COA ID of the pre-existing COA. Therefore the COA ID must be legible.
If you are preinstalling a commercial license, the type of COA that is already affixed to the Qualified
PC determines the product you may install. The options available are as follows.

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Program Guide 2.0 19
 Windows XP
Windows XP Windows XP
Home Edition
Starter / Professional /
Pre-existing COA / Windows 7
Windows 7 Windows 7
Home
Starter Professional
Premium
No pre-existing COA Not Eligible Not Eligible Not Eligible
Windows XP Starter Edition / Windows Vista
Yes Not Eligible Not Eligible
Starter / Windows 7 Starter
Windows 95/ Windows 98/ Windows
Millennium (Me) Edition Windows XP Home
Edition/Windows Vista Home Basic/Windows Yes Yes Not Eligible
Vista Home Premium/Windows 7 Home
Premium
Windows 2000/Windows XP
Professional/Windows Vista
Yes Yes Yes
Business/Windows Vista Ultimate/Windows 7
Professional/Windows 7 Ultimate

These restrictions do not apply to citizenship licenses. If you are preinstalling a Windows XP
Professional or Windows 7 Professional citizenship license then a pre-existing COA for any version
of Windows qualifies.
If you wish to preinstall Windows on PCs with no COA, or an illegible COA, you must purchase a
new retail Windows license. As indicated above, PCs without a pre-existing COA are not eligible for
Refurbisher licenses.

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 20
 Citizenship licenses for Eligible Recipients
As explained earlier, there are two types of product license available in the Registered Refurbisher
Program:
 Commercial licenses are available for you to supply to any type of customer but are only
available in certain countries.
 Citizenship licenses are available for you to supply only to Eligible Recipients. Citizenship
licenses are available for a small cost-recovery fee for customers such as educational
institutions, non-profit charitable organizations and other approved recipients.
The Product Information section of this Program Guide includes a table showing a summary of the
differences between commercial licenses and citizenship licenses.
This section of the Program Guide explains the type of end user customers that are eligible to
receive citizenship licenses. In the Program Agreement these types of end user customers are
defined as Eligible Recipients. You must supply citizenship licenses only to Eligible Recipients.
You are not allowed to supply citizenship licenses to any other type of customer.

Eligible Recipients
There are three types of Eligible Recipient defined in the Program Agreement:
 Eligible Academic Users
 Eligible Charitable Organizations
 Specially Approved Recipients

Here are the definitions from the Program Agreement.

Eligible Academic Users means

1. Educational institutions that are:
i. accredited academic institutions; or
ii. vocational institutions; or
iii. preschools that
A. provide educational services to children;
B. serve at least ten children; and
C. have been in operation for at least one year.
2. Administrative offices of an educational institution that are:
i. district, regional, state, provincial or national administrative offices;
ii. organized and operated exclusively for administration purposes; or
iii. government groups whose activities primarily consist of providing
administrative support for educational institutions.
3. Public museums that:
i. are organized primarily for educational or aesthetic purposes;
ii. have a professional or volunteer staff; and
iii. own or use real objects, care for them and show them to the public on a
regular basis.
Eligible Academic Users are not eligible for Citizenship Office Products.

Eligible Academic Users may receive PCs preinstalled with citizenship licenses for Windows XP
Professional or Windows 7 Professional only. You may not preinstall Microsoft Office 2007 on PCs
that you supply to Eligible Academic Users. Microsoft’s Partners In Learning program and the
Academic Open licensing program provide cost-effective ways for educational establishments to
obtain Microsoft Office and many other products. The following web sites will be helpful.

Partners In Learning: http://www.microsoft.com/education/pil

Microsoft Education web site: http://www.microsoft.com/education

Microsoft Registered Refurbisher CONFIDENTIAL Published: July 27th, 2011

Program Guide 2.0 21
 Eligible Charitable Organization means an organization that is eligible for the Microsoft
Software Donation program. See
http://www.microsoft.com/About/CorporateCitizenship/CommunityInvestment/NGO/en/us/softwar
eGrants.mspx MS may make these requirements available in another place or different form. The
requirements are subject to change from time to time at MS discretion.
Eligible Charitable Organizations may receive PCs through the program preinstalled with:
 Windows XP Professional
 Windows 7 Professional
 Microsoft Office 2007

Specially Approved Recipients means

1. Eligible recipients of a qualified Technology Access Program (TAP). A qualified TAP is
a documented program that distributes Refurbished PCs to Qualified Individuals. It
is run by one of the following:
i. Eligible Charitable Organization,
ii. Eligible Academic User,
iii. national, state/provincial or local government agency; or
iv. international governmental organization (IGO)
2. A teaching hospital or medical training school
3. A public research establishment fully funded by government on a local, national or
European level; or
4. A national or regional governmental initiative, or such other initiative, as approved in
writing by MS to be eligible under the Registered Refurbisher Program.
5. Public Libraries that provide their services to all residents of a given community
without charge. Some charges may apply for users outside a designated region or
for other services.

Specially Approved Recipients may receive PCs through the program preinstalled with:
 Windows XP Professional
 Windows 7 Professional
 Microsoft Office Basic 2007
 Microsoft Office Home & Student 2007

The definition of Specially Approved Recipients is designed to allow citizenship licenses to be

supplied to a range of programs and organizations that don’t fit into the category of either Eligible
Academic User or Eligible Charitable Organization.

Technology Access Programs and Qualified Individuals

Technology Access Program (“TAP”) is a term used by Microsoft to describe the many different
programs that are run by a variety of organizations around the world to benefit disadvantaged
people. Individuals supported by a TAP may receive citizenship licenses provided that they meet
the criteria in the Program Agreement for a Qualified Individual. This is:

Qualified Individual means a person

1. In a community with limited access to technology; and
2. With a disability; or
3. A member of a low-income family. Examples of ways to identify low-income include
those
i. receiving state benefits based on need;
ii. receiving aid from an Intergovernmental Organization (“IGO”);
iii. in a country defined as a low-income economy by the World Bank.

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Program Guide 2.0 22
 Here are some questions that will help you identify whether a project or program fits the definition
of a TAP.

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 Preinstalling & Activating Products
There are certain requirements that you must follow when preinstalling products on Qualified PCs
through the Program which are explained here. These requirements apply to both commercial and
citizenship licenses.

Installation Tools for use by Refurbishers

 The OEM Preinstallation Kit (“OPK”) is a set of instructions, utilities and software that is used
to preinstall most Program products.
o An OPK is included in each pack of commercial licenses that you purchase from a
Microsoft Authorized OEM Distributor.
o An OPK is included with the master media sets that we send you for citizenship
licenses.
o You must include, on the hard disk drive of each Qualified PC, all directories and files
specified as required in the OPK.
 The Refurbisher Preinstallation Kit (“RPK”) is a set of utilities available for Windows Desktop
Operating System Software that helps with the refurbishment of Qualified PCs and
deployment of Windows and applications. The RPK provides tools to build and edit
installation images that can include applications and custom processes such as links to
hardware testing tools. A large database of drivers is included that is automatically
searched for the latest drivers for each PC’s peripheral devices. The RPK is available to
members of the Registered Refurbisher Program for a fee through third party suppliers. The
first of these suppliers is PCRR in the United States and you can find out more from the
following link: http://store.pcrr.com/
 The System Preparation tool (“SysPrep”) is a tool that is designed for system
administrators, Original Equipment Manufacturers (OEMs), and others who wish to
automatically deploy Windows XP on multiple computers. If you wish to activate licenses on
behalf of your customers, the SysPrep tool can be used to configure the PC to display the
EULA to the end user for acceptance.
o SysPrep is included with Windows XP.
o Article 302577 on the Microsoft Support Knowledgebase provides information about
how to use the SysPrep tool. This article can be found at:
http://www.support.microsoft.com/kb/302577
o The Microsoft Support Knowledgebase contains further useful information about the
deployment of Windows XP. The Knowledgebase can also be searched for articles in
languages other than English. Please visit www.support.microsoft.com

Product Activation, Product Keys & EULAs

Product Activation
All Windows XP and Windows 7 desktop operating system products include Windows Product
Activation (“WPA”). WPA is a set of technological measures for copy protection established by
Microsoft, consisting of code built into the Windows XP and Windows 7 desktop operating system
software that provides anti-piracy protection by requiring end user customers to activate their
software. More information about Product Activation can be found at
http://www.microsoft.com/piracy/activation.mspx

Product Keys
A product key is a unique alpha-numeric code required to activate most Microsoft products. The
product key for Microsoft Windows is sometimes found by end user customers on their COA label
affixed to their PC. However, in the Registered Refurbisher program, COAs do not include product
keys. Instead, product keys must be obtained from the Program Portal and supplied to the end
user customer separately from the COA label.

Windows XP also requires a product key in order to perform preinstallation. Windows 7 does not
require a product key in order to perform Preinstallation. The Windows XP product key that you

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Program Guide 2.0 24
 use can be the same product key that is then also used to activate the product. However, in a
facility where you are preinstalling Windows XP on many different PCs at the same time, it is
sometimes more convenient to have one product key that you use to perform preinstallation. In
that case, the product key used to perform preinstallation will be different from the product key
that is used to activate the license.

In the Registered Refurbisher program, the product key used to perform Preinstallation must be a
Registered Refurbisher product key but may be taken from any Registered Refurbisher license.
Refurbishers may use one product key from a refurbisher license in order to perform all Windows
XP preinstallations. The key can be reused for all preinstallations because each machine must be
resealed using Sysprep so that the end user will be prompted to enter a valid product key on first
use. End users will not see the product key used during preinstallation because Sysprep will
remove this product key as part of the process of resealing the computer. You may use any
Registered Refurbisher product key to perform preinstallation, including the following product keys:
 Windows XP Home Edition: QK2T2-9X4F8-3WF7K-396JH-8G9MB
 Windows XP Professional: RVVCV-6R8FC-BBQHK-8R6CJ-Y9XCM
Refurbishers using Windows XP Starter should use any Registered Refurbisher Windows XP Starter
product key, such as the product key(s) requested from the Program Portal.

End User License Agreement (“EULA”) and License Terms

The EULA, or License Terms, explain the terms of use of the product license for the end user
customer. Windows XP has a EULA, whereas Windows 7 has License Terms, but they are there for
the same purpose. It is important that the end user accepts the EULA or License Terms. In
general terms that means that if you activate licenses for your customers, you must ensure the
EULA or License Terms are presented to the customer on initial system boot-up. However, the way
the EULA is supplied varies for some products.
 Windows XP Starter Edition is supplied with hard copy printed EULAs when you purchase
the product pack from a Microsoft Authorized OEM Distributor. There is one EULA per
license and you must supply the hard copy EULA to the end user customer with the PC.
 Windows XP Home Edition, Windows XP Professional, Windows 7 Starter,
Windows 7 Home Premium, Windows 7 Professional and both versions of Microsoft
Office have built in EULAs/License Terms which will be presented to the end user customer,
on screen, during product activation. If you activate products on behalf of your end user
customer you must configure the PC to present the EULA/License Terms to the customer on
initial system boot-up. The SysPrep tool, explained earlier in this section, can be used
configure the PC to present the EULA/License Terms to the customer on initial system boot-
up.

Activating Products For End User Customers

During the product activation process the EULA or License Terms are presented, on screen, for
acceptance. As stated above, it is important that the end user accepts these, not the refurbisher.
Therefore, you may activate products on behalf of your end user customer if you wish, but you
must configure the PC to present the EULA/License Terms to the customer on initial system boot-up.

Checklist for preinstalling Windows

1. Ensure that the PC that you wish to preinstall meets the criteria for a Qualified PC. This is
explained in the Program Agreement and Refurbishing PCs in the Registered Refurbisher
Program section of this Program Guide.
2. Ensure that the PC already has a valid Windows COA affixed to it. This is also explained in
the Program Agreement and Refurbishing PCs in the Registered Refurbisher Program section
of this Program Guide.
3. Use the OPK to preinstall Windows using the appropriate CD:
a. Use the Windows CD from the pack purchased from the Microsoft Authorized OEM
Distributor for commercial licenses,

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Program Guide 2.0 25
 b. Use the Windows CD supplied by Microsoft with your first order of COAs for
citizenship licenses
4. Affix a program COA to the PC.
5. Obtain a product key for the license. This is explained in the Product Keys section of this
Program Guide.
6. Supply the PC, with COA affixed, and printed PDF showing the product key, to the end user
customer. The PC should be configured to prompt the end user customer to activate the
license unless you wish to carry out product activation on behalf of your customer.
7. If you wish to activate Windows on behalf of your customer, you must configure the PC to 
present the EULA to the customer on initial system boot-up.

Checklist for preinstalling Microsoft Office

The process for preinstalling Microsoft Office is similar to Windows:
1. Ensure that the PC that you wish to preinstall meets the criteria for a Qualified PC.
2. Preinstall Microsoft Office.
a. For commercial licenses use the Microsoft Office CD supplied in the pack purchased
from a Microsoft Authorized OEM Distributor.
b. For citizenship licenses use the CD supplied in the media set.
3. Ensure the PC has a new program COA for Microsoft Office.
a. For commercial licenses the COA must be affixed to the recovery media pack.
b. For citizenship licenses the COA must be affixed to the reverse of the printed PDF
showing the product key (see Product Keys section of this Program Guide).
4. Obtain a product key for the license. This is explained in the Product Keys section of this
Program Guide.
5. Supply the PC, with COA and printed PDF showing the product key, to the end user
customer.
6. The EULA for Microsoft Office is built into the software and will be presented to the end user
customer during product activation.

Supply to customers
When you preinstall a product through the Registered Refurbish Program on a Qualified PC, you
must supply the following materials with the Qualified PC:

Commercial Licenses
1. One Program COA permanently affixed to the Qualified PC (or recovery media if the license
is for Microsoft Office).
a. The Program COA must be visible on the exterior of the Qualified PC.
b. The Program COA, ideally, should be placed near the existing COA, if space permits.
c. The Program COA must not cover up the pre-existing COA.
d. To eliminate end customer confusion you may either mark through or place a sticker
over the product key on the pre-existing COA for the operating system installed prior
to refurbishment. However, you must not remove or obscure the ID on the pre-
existing COA.
2. A printed copy of the Product Key PDF provided by the Program Portal. See the Product
Keys section of this Program Guide for more information.
3. For Windows and Microsoft Office you must also supply the recovery media that was
included in the pack purchased from the Microsoft Authorized OEM Distributor.
4. You may also, if you wish, supply a hard disk based recovery image. Please see the section
on Hard Drive Based Recovery Systems in this Program Guide for more information.

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Program Guide 2.0 26
 Citizenship Licenses
1. One Program COA permanently affixed to the Qualified PC (or affixed to the reverse of the
Product Key PDF if the license is for Microsoft Office).
a. The Program COA must be visible on the exterior of the Qualified PC.
b. The Program COA, ideally, should be placed near the existing COA, if space permits.
c. The Program COA must not cover up the pre-existing COA.
d. To eliminate end customer confusion you may either mark through or place a sticker
over the product key on the pre-existing COA for the operating system installed prior
to refurbishment. However, you must not remove or obscure the ID on the pre-
existing COA.
2. A printed copy of the Product Key PDF provided by the Program Portal. See the Product
Keys section of this Program Guide for more information.
3. No physical recovery media is available for citizenship licenses but you may, if you wish,
supply a hard disk based recovery image. Please see the section on Hard Drive Based
Recovery Systems in this Program Guide for more information.

Final Checklist for supplying Refurbished Computers

Before you can supply a refurbished computer preinstalled with software through the Program, you
must make sure that you have completed the steps in the following checklist:
1. Windows and, if applicable, Microsoft Office have been preinstalled as explained in this
section of the Program Guide.
2. You have affixed a Program COA:
a. To the Qualified PC if the license is for Windows XP or Windows 7, or
b. To the recovery media if the license is for commercial Microsoft Office, or
c. To the reverse of the printed PDF showing the product key (see Product Keys section
of this Program Guide) if the license is for citizenship Microsoft Office.
3. You have obtained a product key for the product(s) installed on the PC.
4. You have provided a recovery option, if applicable.
a. For commercial license you must supply the recovery media included in the product
pack, and you may also provide a hard disk based recovery image if you wish.
b. For citizenship licenses, you may provide a hard disk base recovery image if you wish.
5. You have configured the PC to prompt the end user to activate the license.
6. Alternatively, if you have activated the license on behalf of the end user customer, you have
configured the PC to prompt the end user customer to accept the EULA.
7. If supplying Windows XP Starter Edition, you have included the printed EULA with the PC.

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Program Guide 2.0 27
 Product Keys
As explained above, product keys are not included on Program COAs and must be obtained from
the Program Portal. In order to obtain a product key you will need the following information:

Commercial Licenses
 The ID of the Program COA.
 The language of the software you have preinstalled.
 The ID of the pre-existing COA that is already affixed to the PC prior to refurbishment.

Citizenship Licenses
 The ID of the Program COA.
 The language of the software you have preinstalled.
 The ID of the pre-existing COA that is already affixed to the PC prior to refurbishment.
 The recipient of the PC.

You can request product keys manually or you can upload a Microsoft Excel workbook or CSV file.
Manually entering information works well for a few product keys, uploading a Microsoft Excel
workbook or CSV file works well if you need a large number of product keys. Templates are
supplied that handle COA IDs with, and without, dashes to support data captured by bar code
scanners.
If you want to request product keys manually for citizenship licenses you will need to enter
information about PC recipients first.

Recipient Information for Citizenship Licenses

You need to supply the following information for recipients of citizenship licenses:
 Recipient Name
 City
 State
 Country
 Organization Type: this is selected from the following options:
o Academic User – Other
o Academic User – Primary and Secondary Schools
o Charitable Organization
o Specially Approved Recipient – Technology Access Program
o Specially Approved Recipient – Other

Here are the steps to follow to supply information about recipients.

1. Log in to the Program Portal and click on the Citizenship Licenses tab.

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Program Guide 2.0 28
 2. After selecting the Citizenship Licenses tab, ensure the Manage Recipients tab is selected
(see  below).
3. You can add recipients individually, or by uploading a list in a Microsoft Excel workbook.
Select the option you wish to use (see  below). Follow the instructions on screen if you
select the option to upload a file.
4. To add a new recipient individually, enter the information in the Add New Recipient section
(see  below). When the information has been entered, click Add Recipient (see  below).
If you wish to clear the information you have entered without adding a new recipient, click
Cancel.

If information about a recipient changes, i.e. they move to a new location, you can modify recipient
information on the same page. Use the Modify Recipient Information section of the page where
you can search for an existing recipient and use the Find Recipient button. You can search on part
of the recipient’s name. For example Primary could be used to find an organization named County
Primary School.
If you need product keys for citizenship licenses you should follow the instructions above to set up
recipient information. Once you have done that, you are ready to obtain product keys for
citizenship licenses. Recipient information is not needed to obtain product keys for commercial
licenses. If you only need product keys for commercial licenses, you do not need to set up
recipient information.

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Program Guide 2.0 29
 Obtaining product keys for Windows
To obtain product keys for Windows, use the following steps:
1. Log in to the Program Portal and click on the Product Key tab.

2. After selecting the Product Key tab, ensure the Request New tab is selected (see  below).
3. Check your product key allowance shown on screen and ensure that you have enough
remaining for the product keys you want to request (see  below). See later in this section
for information on changing your product key allowance.
4. Choose whether you would like to manually enter information to request product keys or
upload a Microsoft Excel Workbook or CSV file (see  below).

5. If you are manually entering information, enter the COA ID of the new Program COA that
you have affixed to the refurbished PC and click Next.
6. The screen will show you the product type and ask you to specify which language product
you have installed. If you have entered the ID of a citizenship COA, you will also be asked
to select the recipient name.
7. Select the language you have installed and, if requesting a product key for a citizenship
license, select the recipient for the PC.
8. You will then need to enter the COA ID of the pre-existing COA.

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Program Guide 2.0 30
 9. Click Add (see  below) and the request will be shown on screen.

10. After clicking Add you will see your request on screen. You can add more requests by
repeating steps 5 to 9 above. If you need to edit the request (e.g. you realize a different
language is needed) you can click on the pencil icon to edit the information (see below).
You can remove the request by clicking on the cross icon (see below).
11. Once you have entered all requests for product keys check that the Status column shows
“OK” for each request. Edit or remove requests that do not have “OK” in the Status column.
A reason will be shown in the request, e.g. if an invalid COA ID has been used.
12. When you have entered all requests, click Submit (see below).

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 13. After clicking Submit, your request is processed and the product key(s) issued. Product
key(s) are shown on screen (see  below) and you may now do the following:
a. Save As CSV – this creates a spreadsheet showing new and pre-existing COA IDs
and product keys. See  below.
b. Save As PDF – this generates documents that provide product keys for end user
customers. See  below.
Important! You must print the PDFs generated on this page so that you can provide the product
key to the end user customer.

An example of the PDF document generated is shown below. This is designed to print on one page
and must be provided to the end user customer with the PC. It includes the new and pre-existing
COA IDs and product key. This PDF document provides proof of license for the end user and also
provides the product key that could be used if the installation needs to be recovered. The PDF
document is for the end user customer and accompanies the license preinstalled. It is therefore in
the language selected when the product key was requested. This must match the language of the
Windows installation. In other words, if Windows is preinstalled in French, then French should be
specified when requesting a product key so that the PDF document is printed in French to match
the Windows installation.
If you forget to print the PDF document at this stage, or need to reprint for any other reason, you
can do so from the Search Previously Issued tab. This tab allows you to search for product keys
that have already been issued. You must enter the Program COA ID to obtain the previously
issued product key. You can print the PDF document from here, but you cannot upload a
spreadsheet to print multiple product keys. You can only print one product key at a time from the
Search Previously Issued tab. You can also change the language for the PDF document here if
needed.

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Program Guide 2.0 32
 Windows Product Key PDF Document for End User Customers

Obtaining product keys for Microsoft Office

The process for obtaining product keys for Microsoft Office is similar to the process for Windows
and you should follow steps 1 to 7 above.
When you reach the step 8 – entering the COA ID of the pre-existing COA – you have two options.
A pre-existing COA is not a mandatory requirement for Microsoft Office. However, one of the uses
of the pre-existing COA is to allow us to ensure that the PC meets the criteria for a Qualified PC.
Therefore, if there is no pre-existing COA it is important that other records are kept to verify that
the PC is a Qualified PC.
Please follow these instructions.
1. Option 1: If the PC has a COA affixed, enter the ID when prompted. The COA could be any
of the following:
a. A pre-existing Windows COA. If you have also preinstalled Windows through the
Program, this is the pre-existing Windows COA ID that you used to obtain a product
key for Windows.
b. A Program COA. If you have also preinstalled Windows through the Program on the
PC, you can use the ID from the Program COA.
c. A pre-existing Office COA. If the PC is accompanied by pre-existing Microsoft Office
COA, the ID of that COA may be used.
If you have a pre-existing COA and use it to obtain a Microsoft Office product key, you can
proceed with the normal process outlined above for Windows. No separate action is
required.
2. Option 2: If the PC does not have a pre-existing COA, please enter the following Microsoft
Office Product Key Code when prompted for the pre-existing COA ID:
Microsoft Office Product Key Code: 00999-999-000-999

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Program Guide 2.0 33
 3. For each of the PCs that use this code to obtain a Microsoft Office product key, you must
also record, and store, the following information:
a. Make
b. Model
c. Serial Number
d. Processor Type
4. We may request this information from time to time and it would be reviewed in the event of
an audit. This information helps us to verify that the PCs refurbished and preinstalled with
Microsoft Office through the Program are Qualified PCs.
5. Frequent use of the Microsoft Office Product Key Code may result in a review of the data
described in item 3 above. Therefore, if there is a pre-existing COA, we recommend that
you use the pre-existing COA ID wherever possible to obtain the Microsoft Office product
key.
6. Once you have used either the pre-existing COA ID or Microsoft Office Product Key Code to
obtain a Microsoft Office product key, you can follow steps 9 to 13 as you would for a
Windows product key.
7. A similar product key PDF will be generated for the Microsoft Office product key. An
example of the document appears below.
8. As with Windows product keys, you can use the Search Previously Issued tab if you forget
to print the PDF document, or need to reprint for any other reason. Again, as with
Windows, you can use the Program COA ID to obtain the previously issued product key.
You can print the PDF document from here, but you cannot upload a spreadsheet to print
multiple product keys. You can only print one product key at a time from the Search
Previously Issued tab.

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 Changing Recipients After Requesting Product Keys
If you realize that the name of the recipient has changed after you have requested and received a
product key, you can change this information on the Program Portal. This situation might occur if
you refurbish PCs for a recipient who subsequently changes their mind, and the PCs are then
supplied to another recipient.
1. Log in to the Program Portal and click on the Product Key tab.

2. After selecting the Product Key tab, select the Search Previously Issued tab.
3. Enter the COA ID for the COA you wish to change, and click Search.
4. The information already provided for that COA is shown on screen, and there is a button you
can use to Change Recipient.

5. Click on the Change Recipient button and you will be able to select another recipient.
Cancel and Save buttons will also appear. You can cancel the change by clicking the Cancel
button. You can save the change you have made by clicking the Save button.

Managing Stock and Product Keys

Obtaining COAs and obtaining product keys are separate tasks and it may be helpful for you to
implement them as such, especially if you commonly refurbish PCs that are then held in stock for
some time before delivery to an end user customer.

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 Whether you order citizenship COAs from the Program Portal, or purchase commercial licenses
from a Microsoft Authorized OEM Distributor, there are no limits on the number that you can
purchase and hold in stock.
You can order licenses and then preinstall on Qualified PCs and place the preinstalled PCs in stock.
A product key is needed to activate the license therefore a product key is only required when you
wish to supply the PC to an end user customer.
Since product keys can be requested at any time and are issued by the Program Portal
immediately, you could request a product key at the same time as refurbishment of the PC, or you
can wait and request a product key when you are ready to deliver the PC to an end user customer.
There are no limits on the number of commercial or citizenship licenses that you obtain. However,
there are limits on the number of product keys you can request.

Product Key Allowance

There is a limit on the number of product keys that you can request in a calendar month. The limit
covers a product family and there is a limit for Windows and a limit for Microsoft Office. The
Windows product family includes (if applicable in your country) all versions of Windows XP, all
versions of Windows 7 for both commercial and citizenship end user customers. The Microsoft
Office product family similarly includes all versions of Microsoft Office available to you.
The default limit for product keys is 500 per product family, per calendar month. On the first day
of each month the limit resets to 500 (or your personalized limit) and unused allowance is not
carried forward to future months.
You can request a change to your limit by sending an email to your local Regional Service Center.
Please see the Contacting Us section of this Program Guide to find your local Regional Service
Center.
We will typically increase an allowance after seeing good use of the program over a period of time.

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 Hard Drive Based Recovery Systems
Overview
This section outlines the technical requirements associated with creating a back-up copy of a
Windows desktop operating system licensed under the Program Agreement. Please review the
Program Agreement to understand the terms and conditions regarding distribution of back-up
copies of the Windows desktop operating system.
For Windows desktop operating systems, in addition to the preinstalled copy, you may provide a
Hard Disk Based Recovery System. For Windows desktop operating system products shipping with
Hard Drive Based Recovery System, you may also provide End Users with utilities that assist them
in creating their own recovery media as provided for in the End User Creation of Recovery Media
section of this Program Guide, below.
Your Program Agreement outlines that a Hard Drive Based Recovery System can be provided to
end users. Microsoft recommends the use of a support utility as part of the configuration of Hard
Drive Based Recovery System. You must ensure that the restore or recovery process occurs
efficiently and provides a positive end user experience.
 Hard Drive Based Recovery System means a recovery system provided on a Refurbished
Customer System by means of a hard drive partition.
 Recovery Files means a single copy of the Windows Source Files preinstalled on and
distributed with the refurbished PC as licensed in the Program Agreement. The Recovery
Files may be provided as single image file or as multiple individual files.
 Source Files means the desktop operating system files used during preinstallation and
installation that are called from setup files such as the Windows XP i386 files.

General Recovery Solution Requirements for Desktop Operating System

Products
Purpose and End User Notice
The Windows desktop operating system software on the Hard Drive Based Recovery System may
be used only to (a) restore the Windows desktop operating system software preinstalled on the
refurbished PC hard disk drive, or (b) re-install the Windows desktop operating system software.
You must provide documentation to the End User indicating that the Windows desktop operating
system software included on the Hard Drive Based Recovery System is provided only for the
purposes specified above.
End User Creation of Recovery Media
For refurbished PCs that have a Hard Drive Based Recovery System, you may provide a utility with
those refurbished PCs that assists End Users in creating their own external recovery media (an
“End User Recovery CD”) in accordance with the license rights in the applicable EULA, provided
that:
1. The End User Recovery CD is created from the hard drive based recovery partition and not
from the general user accessible area of the hard drive; and
2. The back-up utility only allows the end user to create one copy of the End User Recovery
CD.

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Program Guide 2.0 37
 Reporting
This section of the Program Guide only applies to COAs supplied with pre-printed product
keys. Please read on to see if this applies to you. If you do not have COAs with product
keys printed on them, this section of the Program Guide does not apply to you.

If you use COAs that include product keys, it is a requirement of the program that you report
distribution of these licenses regularly. Ideally you should report monthly but the reporting process
is available to you on the Program Portal at all times. Therefore, you are free to report more
frequently than monthly if you wish.

There are two reasons that you may have COAs with product keys printed on them:
1. If you were previously a member of the Community MAR program and received COAs as a
Community MAR, these COAs have a product key printed on them. The Community MAR
program was replaced by the Registered Refurbisher Program in May 2010.
2. If you are also a member of the MAR program, you will have COAs with product keys
printed on them.

If you have COAs with pre-printed product keys you do not need to request product keys as
described in the Product Keys section of this Program Guide. However, you do need to report
distribution of these COAs as described here.

If this section of the Program Guide applies to you, please read it carefully so you know how to
submit the required information.

For each Community MAR COA with a pre-printed product key, or Registered Refurbisher
citizenship license with a pre-printed product key that you supply, you will need to report:
 Recipient Name
 City
 State
 Country
 Organization Type: this is selected from the following options:
o Academic User - Other
o Academic User – Primary and Secondary Schools
o Charitable Organization
o Specially Approved Recipient – Technology Access Program
o Specially Approved Recipient – Other

The current Registered Refurbisher citizenship products are included (Windows XP Professional,
Windows 7 and Microsoft Office 2007) and also previous Community MAR products. This is because
these products were previously in the Community MAR program and Community MARs that have
migrated to the Registered Refurbisher Program may have stock that they are still distributing.

Recipient information must be created as described in the Product Keys section of this Program
Guide. Recipient information is available for future use so if you supply PCs to a recipient you have
already told us about, you will not need to provide the same recipient information again.

You can also download a template if you wish to upload reports instead of entering information
directly into the site. This is very convenient if you have a lot of information to report.

1. To submit a report, log in to the Program Portal and select the Citizenship Licenses page.

2. On the Citizenship Licenses page, select the Report COAs tab.

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Program Guide 2.0 38
 3. Follow the instructions on screen to submit a report.

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 The Registered Refurbisher Logo
Members of the Program may, in addition to their Program Agreement, sign a Logo License
Agreement with Microsoft Corporation and use the Registered Refurbisher below.

You can access the logo and sign the Logo License Agreement by visiting the Resources area of the
Program Portal. The Marketing & Other Resources section of this explains the Resources area in
more detail and here we describe how you can access the logo.
1. Visit the Resources area of the Program Portal.
2. Click on the link to download the Marketing Guide.

3. After clicking on the link to download the Marketing Guide you will reach the Marketing
Guide page.
4. Click on the link to download the Program Logo.

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 5. If you wish to use the Registered Refurbisher Program Logo, a person authorized to act on
behalf of your organization must sign, online, the Logo License Agreement. Once the Logo
License Agreement has been signed, you will not need to sign it again.
If you are authorized to act on behalf of your organization you can sign the Logo License
Agreement. If not, please ask a person who is authorized to act on behalf of your
organization to log in and sign the Logo License Agreement. This could be the person in
your organization that signed the Program Agreement when you first applied to become a
Registered Refurbisher.

6. Once you have signed the Logo License Agreement you will be able to download the logo
files.
7. The Marketing Guide and Logo License Agreement set out guidelines for use of the logo.
Please read these carefully to ensure that you use the logo correctly.

Trademark Usage Guidelines

The name Microsoft is synonymous with high-quality software, hardware products, and services.
Throughout the world, thousands of licensed products produced every day bear the trademarks of
Microsoft Corporation. Consequently, Microsoft trademarks are extremely valuable because they
represent the standards of excellence and consistent quality associated with Microsoft.
Proper use of Microsoft trademarks is important. Information and guidelines for the use of Microsoft
trademarks and logos can be found in the Registered Refurbisher Marketing Guide, Logo License
Agreement and at the following URL: http://www.microsoft.com/mscorp/ip/trademarks/. In the
event of any inconsistency between the Marketing Guide, this Program Guide and any Logo License
Agreement, the terms and conditions of the Logo License Agreement shall control.

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Program Guide 2.0 41
 Please work with us to ensure that the Registered Refurbisher logo and Genuine logo are
synonymous only with high-quality refurbished PCs preinstalled with genuine Microsoft licenses.
As a Registered Refurbisher, you are subject to Audits and Auditors will review your use of these
logos to help to ensure that these logos continue to retain their value and represent the standards
of excellence and consistent quality associated with Microsoft.
Please contact us if you need more information about using the program logos.

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Program Guide 2.0 42
 Managing Your Account & Renewing Membership
During your membership of the Program, information about your organization may change. You
can update the information we hold for you in the Manage Account area of the Program Portal.

In this area of the portal you can manage:

 Your own user information
 Passwords
 Other users who have access to your account
 Information we hold about your organization
 Your shipping address

Here is the Manage Account page of the Program Portal.

User Information
This is where you edit information about your own user account. You can use the Edit button to
change your name and role. You can also decide which communications you want to receive about
the program.

Change Password
You can change your password at any time in this area of the Program Portal. It is recommended
that you use a secure password including at least 8 characters and including at least one of each of
the following:
 Uppercase characters (A to Z)
 Lowercase characters (a to z)
 Digits (0 to 9)
 Non-alphabet characters (for example, !, $, #, %)

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Program Guide 2.0 43
 If, while logging in to the portal, you realize you have forgotten your password, we can send an
email explaining how to change your password. You can request this email from the log in page
by clicking the Forgotten your password? link.

Users
The Users area of the Manage Account page allows you to manage other users on your account.
You can add new users here, and select a user to manage by clicking on their email address in the
list shown.

You can set options for the program communications that users receive. At least one user on your
account must receive communications about the Program Agreement, and at least one user must
receive day-to-day program communications. These can be the same user. You can have a
maximum of 6 users on your account.

Each user must be assigned a Role and this will depend on what they do in your organization. Here
is a summary of each of the Roles that are available:

Description
Role
Executive Contact No restrictions on use of the portal.
This is the user we would generally contact about the Program
Agreement.
Primary Contact No restrictions on use of the portal.
This is the user we would generally contact about day-to-day
program matters.
Normal User Can use all portal functionality except:
 Cannot view, add or amend users
 Cannot view or edit organization information
 Cannot view or edit shipping address
Tech User Can use all portal functionality except:
 Cannot view, add or amend users
 Cannot view or edit organization information
 Cannot view or edit shipping address
 Cannot order COAs

Organization Information
Here you can manage the information we hold about your organization. This includes:
 Organization address and other contact information
 Profile information such as the number of PCs that you refurbish
 Directory information which is displayed in the program’s online directory. This is explained
further in the Marketing & Other Resources section of this Program Guide.
 Your media language selection for citizenship licenses. Please note: we collect this
information only when you first apply to the program. We automatically supply the
languages you have selected here only with your first order for citizenship COAs. You

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Program Guide 2.0 44
 cannot change your selection here. If, after receiving your first order, you wish to receive a
new media language set, please contact your Regional Service Center.

You can use the Edit button on this screen to change the information shown and your changes are
implemented as soon as they are save by clicking the Save button.

Shipping Address
Use this area of the Manage Account page to set up or change the shipping address used for
delivery of citizenship media and COAs. Please be aware that you cannot change your shipping
address while placing an order for COAs – the address shown here will automatically be used.
Therefore, you should update your shipping address here before creating an order for citizenship
COAs.

Special information for a change of Organization Name

You cannot change the organization name that we hold for you. If your organization has changed
its name please contact us. You may be required to re-sign the Program Agreement and, if
applicable, the Logo License Agreement.

Renewing your membership

Membership of the Program runs from October 1st to September 30th each year. New members can
be approved at any time during the year so your membership is likely to have started on a date
other than October 1st. You are required to renew your membership every year and this must be
completed by September 30th if you wish to continue to preinstall Program licenses. We will
contact you when renewals are due to explain what how to renew your membership.

In the Marketing & Other Resources section of this Program Guide we tell you about Quarterly
Updates that you will receive. In the Quarterly Update prior to renewals each year, we will tell you
about changes to the program for the following year and what you need to do to renew. Renewals
take place on the Program Portal where you will be provided with the Program Agreement for the
following year which you should review before renewing your membership.

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 Marketing & Other Resources
As a Registered Refurbisher there are a number of other resources available to help you as a
member of the Program and also help you grow your business by providing marketing support.

The Registered Refurbisher Directory

On the public Program web site there is a directory of members of the Program. This can be
searched in two different ways:
 For PC owners looking for a refurbisher in their own country to help with decommissioning
of PCs, the directory can be searched for refurbishers in a specific country.
 For end user customers wishing to find a refurbisher supplying to their country, they can
search by countries supplied.

The information that we hold for you is automatically displayed in the directory. You can change
the information at any time on the Organization Information tab in the Manage Account area of the
Program Portal. Please see the Managing Your Account & Renewing Membership section of this
Program Guide for more information.

Refurbishers in the United States can be searched by State. Therefore, if you are based in the
United States it is important that the information we hold for you includes the State, or you may
not appear in a directory search.

Changes that you make to your directory information take effect immediately. You will see in the
Organization Information tab of the Manage Account area that the directory information is separate
from the main information we hold about your organization. This allows you to use different
information if, for example, you want to use a generic email address such as enquiries@.......
rather than individual’s email address.

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 Registered Refurbisher Resources
After logging in to the Program Portal you can find more downloads and links to help you on the
Resources page. This page includes:
 Registered Refurbisher Program Guide (this document)
 How To Buy Guide is an easy-to-use one page overview of how to buy commercial licenses
and citizenship licenses.
 Marketing Guide which includes information and templates to help you market your
organization and the products and services you provide. This is also where you can access
the program logo and sign the Logo License Agreement if you wish to use the program logo.
Please see the The Registered Refurbisher Logo section of this Program Guide for more
information.
 Licensing Guide for Refurbished PCs. This is an important document that you and your
customers can use to understand how licensing works for refurbished PCs.
 Technology Access Programs Eligibility Guide is a one page guide to help you
determine whether a project or program qualifies as a Technology Access Program.
 Other Links are provided to the following:
o Microsoft Digital Literacy Curriculum
o Microsoft Learning Network Manager
The Resources pages contain basic information about these tools and links allow you to find
out more.

Digital Literacy Curriculum

Microsoft Digital Literacy Curriculum provides essential concepts and skills for adult learners new to
computing. The curriculum consists of five e-learning courses: Computer Basics, The Internet and
World Wide Web, Productivity Programs, Computer Security and Privacy, and Digital Lifestyle. The
curriculum is available in a wide range of languages and can be downloaded free of charge from the
digital literacy site at http://www.microsoft.com/digitalliteracy

As a member of the Program you are licensed to preinstall Microsoft Digital Literacy Curriculum on
the PCs that you refurbish. To help with this process you will automatically be supplied Microsoft
Digital Literacy Curriculum media with your first order for citizenship COAs.

If you want to preinstall Microsoft Digital Literacy Curriculum with commercial licenses and have
not received citizenship media, please contact us and we will send the media that you need. The
Microsoft Digital Literacy Curriculum site lists the languages available, please contact us if you need
media for a specific language.

The Resources page is shown here but do bear in mind that the Resources are updated from time
to time so the page may be different when you next visit.

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Program Guide 2.0 47
 Quarterly Updates
Registered Refurbishers receive a Quarterly Update by email. The Quarterly Update notifies you of
important program information that may need your attention. Please ensure that you read the
Quarterly Update and follow any instructions provided in it. We also use the Quarterly Update to
tell you about changes to the Program Portal and other information that may be helpful to you.
You are free to forward the Quarterly Update to other people in your organization that are involved
in your membership of the Program. You can see previous Registered Refurbisher Program
Quarterly Updates by visiting the Resources page on the Program Portal.

Frequently Asked Questions (“FAQ”)

There are two FAQs on the Program Portal. The first is in the public area and you may have
noticed it or used it before you became a member of the Program. A lot of general Program
questions are included here and you can show it to your customers if they are looking for more
information about your membership of the program.
The second FAQ is in the Program Portal and contains information that is more relevant to
refurbishers who are participating in the program.
If you have a question, please check the two FAQs first – you may find the information you need is
there because others have asked the same question in the past.

Other Microsoft Website Information

Product Information Websites
Microsoft product information is available on the Microsoft Corporation website, which is located at
the following URL: http://www.microsoft.com

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 Please visit the Microsoft website for product information. Additional information on Microsoft
products that may be helpful to you can be found at the following websites:
Windows: http://www.microsoft.com/windows/
Microsoft Office: http://www.microsoft.com/office/
Windows Hardware Catalog: http://www.microsoft.com/whdc/hcl/
Microsoft Product Support Services: http://www.support.microsoft.com

Refurbisher Program Website

Information and Microsoft programs for refurbishers and refurbished PCs can be found at
http://www.microsoft.com/refurbishedpcs and information specific to the Program can be found at
http://www.microsoft.com/registeredrefurb

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