Partner Documents

Deal Registration Terms and Guidelines

DEAL REGISTRATION TERMS & GUIDELINES – North America

VEEUE™

General

Access to the Deal Registration Program is available to channel partners that are current members in good standing in the VEEUE™ Partner Program (each, a “Partner”) and to authorized distributors that are current members in good standing in the VEEUE™ Partner Program and in their distribution agreements with Atlanta Datacom, Inc. (each, a “Distributor”). The terms and conditions below, along with the Regional Specific Addendum, (together, the “Registration Guidelines”) set out the procedures for Distributors and Partners (directly or indirectly through Distributors) to register opportunities through the VEEUE™ Partner Program Portal. As used herein, “Deal Registration Program” means the deal registration program offered under the VEEUE™ Partner Program “Agreement”. “VEEUE™ Partner Program Agreement” means the Atlanta Datacom, Inc./VEEUE™ Partner Program terms and conditions or VEEUE™ Partner Program Agreement for the region in which Partner is located. “VEEUE™” means the Atlanta Datacom, Inc. and/or VEEUE™ entity or entities with whom you have agreed to be bound to the VEEUE™ Partner Program Agreement.

Deal Registration Criteria

An opportunity is eligible for Deal Registration if the Partner and the Partner’s opportunity meet all of the following criteria as determined at the sole discretion of Atlanta Datacom, Inc./VEEUE™:

Deal Registration Process

Partner must comply with all of the following to register a deal:

a) The deal must meet the criteria set out in Section 2.

b) The Partner must accurately submit the deal for review via Atlanta Datacom, Inc./VEEUE™ deal registration tool. Each deal registration must represent a single deal with a single end-user. Partner may not combine deals or end-user accounts for any purpose. Partner must apply for a separate deal registration for additional or different business opportunities.

c) The Partner must be the first to submit the deal with complete and accurate deal information. When submitting deal registration for approval, Partner must provide known end-user information, including end-user’s full company name, correctly spelled. If Partner submitting the deal registration request is teaming with another Partner or with a Atlanta Datacom, Inc./VEEUE™ White Label Partner (“WLP”) Customer on the opportunity, then such Partner must identify the other Partner and WLP Customer in the deal registration submission.

d) Atlanta Datacom, Inc./VEEUE™ will notify the Partner by e-mail that the deal registration is approved, and deal has been registered (“Deal Registration”), or that the deal registration has been declined. Atlanta Datacom, Inc./VEEUE™ will strive to notify Partners of its decision within two business days but deals for enterprise customers may take longer due to additional validations.

e) Distributors must comply with Section 3.a. through 3.d., and correctly provide both the reseller and end-user information when attempting to obtain a deal registration. Distributors may register a deal only on behalf of Partners in the Solution Provider track in the Atlanta Datacom, Inc./VEEUE™ Partner Program.

Deal Registration Term & Renewals

Unless a different period is specified in the Regional Specific Addendum, each Deal Registration will be valid for ninety (90) days beginning from the date of Atlanta Datacom, Inc./VEEUE™ notification of the Deal Registration approval (“Registration Term”). In its sole discretion, Atlanta Datacom, Inc./VEEUE™ may grant an extension or renewal of the Registration Term before the Deal Registration expires.

Deal Registration Benefits

5.1 Subject to Section 6 (Exceptions) and the Atlanta Datacom, Inc./VEEUE™ External Rules of Engagement, the following benefits will apply:

If Partner is granted a Deal Registration, Atlanta Datacom, Inc./VEEUE™ will not proactively engage in direct-sales efforts for that deal specified in the Deal Registration.
If Distributor is granted a Deal Registration, Atlanta Datacom, Inc./VEEUE™ will not proactively engage the reseller or end-user in direct-sales effort for that deal specified in the Deal Registration.

5.2 A Partner and Distributor must be current in its payments to Atlanta Datacom, Inc./VEEUE™ for all associated purchase orders during the Registration Term or Partner may not obtain Deal Registration benefits.

5.3 If a Partner submitted a deal registration request, or if Distributor submitted a deal registration request on behalf of a Partner, and if the deal registration request is approved, then only such Partner will be entitled to Deal Registration benefits for that opportunity. Other Partners or Atlanta Datacom, Inc./VEEUE™ WLP Customers identified in the deal registration submission (as discussed in Section 3(c) above) will not be entitled to any Deal Registration benefits or to advantaged pricing that Atlanta Datacom, Inc./VEEUE™ may offer to the Partner in connection with an approved deal registration.

Exceptions

6.1 Exceptions for Atlanta Datacom, Inc./VEEUE™ quotes and bids.

Notwithstanding Section 5 (Deal Registration Benefits) above, Atlanta Datacom, Inc./VEEUE™ may, at its discretion, quote or bid for a deal in any of the following scenarios:

a) The end-user requests that Atlanta Datacom, Inc./VEEUE™ quote or bid on the deal.

b) The end-user is a current “active” customer of Atlanta Datacom, Inc./VEEUE™ directly for the line of product(s) included in the deal. An end-user account is considered “active” if product(s) were sold to the end-user by Atlanta Datacom, Inc./VEEUE™ directly in the last twelve (12) months or end-user is a global segment or international account with Atlanta Datacom, Inc./VEEUE™ directly.

c) The end-user has rejected the Partner’s bid or quote.

d) The end-user uses Atlanta Datacom, Inc./VEEUE™ online sources, such as Premier Pages, to receive pricing.

e) The Partner does not close the deal within the Registration Term, and no extension or renewal of the Registration Term has been granted. A deal is considered “closed” when Partner places a purchase order for products and services specified in the Deal Registration and pays for the invoiced amount.

f) The end-user requests a quote or bid for a fully integrated vertical market solution that includes the products and services covered by the Partner’s Deal Registration, but the Partner is unable to quote the full solution (hardware, software, services, etc.).

g) The deal is the subject of a Public Tender.

h) Any of the scenarios set forth in Section 6.2 (Deal Registration Exceptions) below.

6.2 Deal Registration Exceptions.

Notwithstanding Section 5 (Deal Registration Benefits) above, Atlanta Datacom, Inc./VEEUE™ may, at its discretion, deny, remove, rescind, suspend, or terminate any Deal Registration and/or registration access in any of the following scenarios:

a) The Partner is not actively working the deal or has been inattentive to the end-user’s needs (for example, by failing to respond to the end-user’s or Atlanta Datacom, Inc./VEEUE™ communications).

b) The Partner does not lead with or quote new Atlanta Datacom, Inc./VEEUE™ products or services identified in its registration form.

c) The Partner quotes a competitor’s product or service for the registered opportunity.

d) Atlanta Datacom, Inc./VEEUE™ is under a legal or contractual obligation to quote or bid on the deal, or if failure to quote or bid on the deal could subject Atlanta Datacom, Inc./VEEUE™ to legal liability (as determined by Atlanta Datacom, Inc./VEEUE™).

e) A Public Tender is issued only to a manufacturer (such as Atlanta Datacom, Inc./VEEUE™), calls for submissions only from manufacturers (such as Atlanta Datacom, Inc./VEEUE™), and/or excludes the partner community from submitting a bid.

f) The Partner is not able to fulfill the deal or provide support for the end-user (for example, by failing to have sufficient credit available for the deal, if the end-user refuses to work with the Partner, or, with respect to government deals, if the Partner doesn’t possess the required security clearances).

g) The end-user chooses to fulfill its bid requirements under a contract vehicle which is not held by the Partner, or in a manner that prevents the Partner from being able to fulfill such requirements.

h) The Partner’s account has been placed on hold by Atlanta Datacom, Inc./VEEUE™ or the Partner has been late in paying invoices.

i) It is determined that a deal is already registered to another Partner, unless multiple Deal Registration is permitted as described in Section 2(d) above.

j) The Partner (a) is in breach of the Atlanta Datacom, Inc./VEEUE™ Partner Program Agreement, (b) has engaged in any activity that impairs the integrity of the Atlanta Datacom, Inc./VEEUE™ Partner Program as determined by Atlanta Datacom, Inc./VEEUE™, (c) has submitted information that is inaccurate, incomplete, misleading, or fraudulent, or (d) has engaged in conduct that causes damages, embarrassment, or adverse publicity to Atlanta Datacom, Inc./VEEUE™.

k) For any other reason as Atlanta Datacom, Inc./VEEUE™ shall determine in its sole discretion.

6.3 Section 5 (Deal Registration Benefits) above does not preclude the direct sales efforts of Atlanta Datacom, Inc./VEEUE™ in the circulation of marketing and other promotional materials as a part of marketing campaigns the end-user has signed up for or has not opted out of.

6.4 With regard to Deal Registrations by Distributors, this Section 6 is to be interpreted as follows: “Partner” may refer either to the Distributor or the reseller identified in the Deal Registration and “end-user” may refer either to the end-user or reseller identified in the registration. By way of illustration, under Section 6.1(a), Atlanta Datacom, Inc./VEEUE™ may bid or provide a quote on a registered deal if the end-user or reseller seeks to purchase from Atlanta Datacom, Inc./VEEUE™ directly and requests Atlanta Datacom, Inc./VEEUE™ to bid or provide a quote directly.

6.5 Section 6.1 (Exceptions for Atlanta Datacom, Inc./VEEUE™ quotes and bids) is not applicable in regions where Atlanta Datacom, Inc./VEEUE™ has no direct presence.

6.6 If a Partner (a) orders significantly more units than those detailed in the relevant Deal Registration, (b) utilizes deal specific pricing to order units for resale to end-users who were not part of the Deal Registration or not eligible for the deal-specific pricing and/or (c) Partner persistently quotes a competitor’s product or service for the registered opportunity, Atlanta Datacom, Inc./VEEUE™ reserves the right to (as soon as this becomes apparent to Atlanta Datacom, Inc./VEEUE™) charge the Partner the standard list price applicable at the time of the Partner’s purchase order and the Partner shall pay the difference between the original invoiced price and the standard list price. Atlanta Datacom, Inc./VEEUE™ also reserves the right to demote the Partner from its current tier/status within the Atlanta Datacom, Inc./VEEUE™ Partner Program.

Remedy

Partner’s and Distributor’s remedy, respectively, shall be limited to the amount set forth in the Atlanta Datacom, Inc./VEEUE™ Partner Program Agreement or $500, whichever is greater. Atlanta Datacom, Inc./VEEUE™ requires Partner and Distributor to operate with integrity and honesty and in compliance with these Registration Guidelines, applicable laws, Atlanta Datacom, Inc./VEEUE™ Partner Program Agreement, and the Atlanta Datacom, Inc./VEEUE™ Partner Code of Conduct. If Partner or Distributor failed to meet the foregoing requirement or if Partner’s membership in the Atlanta Datacom, Inc./VEEUE™ Partner Program has been suspended or terminated, then the Partner and Distributor shall not be entitled to any remedy and Atlanta Datacom, Inc./VEEUE™ may in its sole discretion remove the Partner from this Deal Registration Program. In the case of a Deal Registration by a Distributor, the associated reseller is not entitled to remedy if the reseller is not a member of the Atlanta Datacom, Inc./VEEUE™ Partner Program.

Disputes

Partners or Distributor must submit any disputes, whether with Atlanta Datacom, Inc./VEEUE™ or another Partner or Distributor, arising from or related to the Deal Registration Program via the case management available on the Partner Portal (www.veeue.net/partner, Support section, Deal Registration), including a written description of all issues, prior to commencing any formal dispute-resolution procedure. Any applicable dispute-resolution provisions under the applicable Atlanta Datacom, Inc./VEEUE™ Partner Program Agreement shall apply.

Miscellaneous

At any time, Atlanta Datacom, Inc./VEEUE™ may audit any Partner’s or Distributor’s deals and Deal Registrations for compliance including, but not limited to, verification of any reports, documents, purchase orders, invoices, or supporting information submitted in connection with Partner’s or Distributor’s registrations. Atlanta Datacom, Inc./VEEUE™ may, without prior notice, immediately suspend or terminate a Partner’s or Distributor’s participation in the Atlanta Datacom, Inc./VEEUE™ Partner Program or Deal Registration Program if any of the events in Section 6.2(J) occurs. Atlanta Datacom, Inc./VEEUE™ records and systems shall be authoritative and conclusive for purposes of approving Deal Registrations and for administering the Deal Registration Program. Atlanta Datacom, Inc./VEEUE™ reserves the right to interpret these Registration Guidelines and approval or rejection of a deal registration submission at its sole discretion. Atlanta Datacom, Inc./VEEUE™ decision will be non-negotiable and final. Atlanta Datacom, Inc./VEEUE™ does not guarantee the success or closure of any Deal Registration approved under the Deal Registration Program. The benefits of the Deal Registration Program cannot be combined with any other benefits, promotions, or offers. Atlanta Datacom, Inc./VEEUE™ reserves the right to modify, supersede, or eliminate all or any of these Registration Guidelines or to terminate the Atlanta Datacom, Inc./VEEUE™ Registration Program, in whole or in part, without notice.

This REGIONAL SPECIFIC ADDENDUM applies to you if you are a Partner or Distributor located in the region defined below. If there is a conflict, the REGIONAL SPECIFIC ADDENDUM will be read together with the other terms and conditions in the Registration Guidelines but will take precedence over direct conflict with those other terms and conditions.

Regional Specific Addendum for
Deal Registration Terms & Guidelines

Region	North America, which includes United States (50 states and Washington D.C.) and Canada
Deal Registration Minimum Deal Size (amounts listed are in United States dollars unless otherwise specified)	U.S. deals: $15,000 USD Canada deals: $19,500 CA Dollars
Registration Term	90 days Possible extension may be granted, subject to sales activity and Atlanta Datacom, Inc./VEEUE™ approval
Other regional specific terms and conditions	For Partners in the Region: Atlanta Datacom, Inc./VEEUE™ respects and recognizes the investment of Partners by granting Partner of Record status as a core benefit of the Atlanta Datacom, Inc./VEEUE™ Partner Program. Please consult these program terms and criteria requirements for further information. A Partner holding “Partner of Record” status is expected to register eligible opportunities in accordance with these Deal Registration Terms & Guidelines. Partners in Canada: If a Partner holds an approved Deal Registration for a Public Tender, then, unless informed otherwise by Atlanta Datacom, Inc./VEEUE™, Partner will indicate in its bid response that Atlanta Datacom, Inc./VEEUE™ has chosen, in its sole discretion, to forego submitting a direct bid.

Market Development Funds (MDF) Guidelines

Market Development Funds (MDF)
Guidelines

Contents

Program overview

Partner eligibility

MDF Activity Categories

Request Process

Claims Process

Claiming funds timeline

Program overview

ADCom Solutions’ Market Development Fund (MDF) program is designed to assist our partner community to build new relationships and increase revenue streams through co-branded marketing activities.

ADCom aims to support all types of partners, from those who are new to the program to those who have been with us many years. To facilitate this, we offer a proposal-based approach which means partners can apply for funding without having to have accrued it.

All marketing activities and materials must conform to the ADCom Solutions’ MDF Guidelines outlined in this document. ADCom Solutions’ Channel Sales, Marketing and Finance Management teams will apply these guidelines to all requests and claims, including return on investment justification, for all marketing activities.

In future, ADCom Solutions reserves the right to modify the program on 30 days written notice.

Partner eligibility

To receive MDF, the partner must have a current contract with the ADCom Solutions channel program or be an authorized ADCom Solutions Partner.

MDF is proposal-based, meaning partners will need to work closely with both their Field or Channel Marketing Manager and Regional Channel Manager to build their request. MDF is budgeted quarterly per region and is available for request until it’s exhausted.

ADCom Solutions will review the following criteria to aid the decision-making process.

Targeting: What are the partners target markets and how do they align to ADCom Solutions’. Are they a key growth territory?
Compatibility: What other security products are within the partners portfolio?
Sales and Marketing capability: Does the partner have sufficient sales and marketing resource committed to the project to execute the funded activity successfully?
Operations: Performance of previously funded activity (lead generation numbers and opportunity conversion; execution; feedback and communication is crucial).
Commitment: Has the partner shown any past or present willingness to commit dedicated resource to selling ADCom Solutions’ products. Is there a joint business plan in place with supporting goals and objectives that align with this activity?
ROI: Is there any past ROI from previous activities. What is the current pipeline and what past revenue (if any) has been generated?

ADCom Solutions aim to support both our existing and new partners. We know that new partners may need help getting started so for partnerships that are less than 6 months old we simply review the onboarding requirements, including signed contracts, supporting business plans and sales and technical enablement completeness.

MDF Activity Categories

The following table lists the activity that qualifies for MDF consideration. Please note that all activities that are demand generating must target prioritized territories, industries, company size, and personas.

*For any activity that produces leads, these must be sent to ADCom Solutions within 5 business days. To ensure data can be shared and adheres to compliance laws the activity must clearly show and communicate to the audience what partners are involved. Any issues need to be raised prior to the claim being approved. “Lead list” is defined as name, title, company, and email at a minimum unless otherwise communicated before MDF request is approved.

Category	Definition	Proof of performance (POP)	KPI metrics
Digital MDF Categories
Email	Partner develops, produces, delivers, and distributes email for ADCom Solutions demand generation. Includes list acquisition, production, and distribution. Commitment to, and an overview of the follow-up plan, must form part of the claim request	1. Creative and/or digital copy of final email. 2. Third-party invoice with line- item detail or ADCom partner invoice or report with itemized cost breakdown. 3. Lead list.	1. Number of sends 2. Number of Opens 3. Click through rate (CTR) 4. Number of leads
Online Advertising	Partner develops, produces, delivers, and distributes marketing and/or advertising that highlights ADCom Solutions technology on a third-party vendor’s website. Examples include banners, advertisements, templates, landing pages, web presence, search engine marketing, content syndication, or sponsorship fees	1. Creative and/or screenshots of digital content, including subsequent linked landing page(s), if applicable (visible date required). 2. Third-party invoice with line- item detail or ADCom Solutions partner invoice or report with itemized cost 3. Lead list.	1. Number of impressions. 2. Number of clicks and CTR. 3. Number of leads/Conversions. 4. Length of placement in weeks. 5. Pipeline generated.
Paid-for Social Media	Features ADCom Solutions products/ services on social media sites or blogs.	1. Creative and/or screenshots of digital content, including subsequent linked landing page(s), if applicable (visible date required). 2. Third-party invoice with line- item detail or ADCom Solutions partner invoice or report with itemized cost	1. Number of impressions. 2. Number of clicks and CTR. 3. Number of leads/Conversions. 4. Length of placement in weeks. 5. Pipeline generated.
Video Creation	Partner develops, produces, delivers, and distributes video that highlights the ADCom Solutions platform/solution. Once approved, the video storyboard must be submitted to ADCom Solutions for sign off before production.	1. Storyboard and creative, CTA 2. URL to video 3. Third-party invoice with line- item detail or ADCom Solutions partner invoice or report with itemized cost breakdown. 4. Distribution plan.	1. Number of impressions. 2. List of leads generated.
Blog	Partner develops, produces, delivers, and distributes ADCom Solutions specific blog with a third-party agency.	1. Theme, outline, creative, CTA 2. URL to blog piece 3. Third-party invoice with line- item detail or ADCom Solutions partner invoice or report with itemized cost breakdown.	1. Number of impressions.
Press Release	Partner works with 3rd party PR company to develop, produce, and distribute joint news such as customer wins, case studies, joint activity.	1. URL link to press release 2. Third-party invoice with line-item detail or ADCom Solutions partner invoice or report with itemized cost breakdown.	1. Number of impressions. 2. Coverage total, in what publications and final quantity.
Field Event MDF Categories
Breakfast Briefing Lunch and Learn Executive Dinner Happy Hour	Partner hosted/owned event run over a breakfast, lunch, dinner, or happy hour for which ADCom Solutions is presented. Presentations are not required at Happy Hours.	1. Photo of event and display elements showing ADCom Solutions branding, messaging, or marketing 2. Third-party invoice with line- item detail or ADCom Solutions partner invoice or report with itemized cost breakdown 3. Lead list (Registrants with Attendees/No Shows marked)	1. Number of registrants 2. Number of attendees 3. Opportunities generated 4. Pipeline generated
Tradeshows
Webinar MDF Categories
Partner Hosted Webinar (free)	Partner develops, produces, delivers, and distributes ADCom Solutions specific webinar.	1. Theme, Outline, Creative, CTA 2. URL to webinar landing page 3. Third-party invoice with line- item detail or ADCom Solutions partner invoice or report with itemized cost breakdown. 4. Lead list (Registrants with Attendees/No Shows marked)	1. Number of registrants. 2. Number of attendees. 3. Opportunities generated. 4. Pipeline generated.
ADCom Solutions hosted webinar (free)
3rd party speaker Webinar (paid)
Other MDF Categories
Direct Mail	Partner develops, produces, delivers, and distributes direct mail for demand generation of ADCom Solutions. Includes list acquisition, production, and distribution. Commitment to, and an overview of the follow-up plan, must form part of the claim request.	1. Creative and/or digital copy of final collateral piece. 2. Third-party invoice with line-item detail or ADCom Solutions partner invoice or report with itemized cost breakdown. 3. Target list	1. Number of pieces mailed 2. List of leads generated
Special Request	While partners are strongly encouraged to choose an MDF activity from this list above, partners may make special requests to propose an activity that is not listed. These activities will require: An outlined description of the activity and predetermined POP and KPI requirements.	Predetermined by Partner and approved by ADCom Solutions on a request-by-request basis.	Predetermined by Partner and approved by ADCom Solutions on a request-by-request basis.
Sales Incentive	Partner organizations run an incentive program for its sales force or the sales forces of its partners (reseller/retailers), where the incentive is tied into joint demos/customer meetings or deal driven. Examples include SPIFs, bonuses and vouchers. A detailed plan for the activity including terms and conditions must be shared with ADCom Solutions for sign off. ADCom Solutions legal team will then review before any activity can commence.	1. Copy of actual copy or creative of the promotion material showing incentive. 2. Sales report showing the eligible systems or products that met the incentive. 3. Third-party invoice with line- item detail or ADCom Solutions partner invoice or report with itemized cost. 4. List of incentive recipients.	1. Number of sales reps participated. 2. Number of booked Meetings. 3. Pipeline generated.
Collateral	Partner develops, produces, delivers, and distributes partner marketing materials featuring or co-branding with ADCom Solutions with a third-party agency. Examples include catalogues, sales kits, inserts, brochures, data sheets, white papers, case studies, and newsletters.	1. Creative or digital copy of final collateral piece. 2. Third-party invoice with line- item detail or ADCom Solutions partner invoice or report with itemized cost breakdown. 3. List of leads / downloads (if applicable)	1. Number of impressions. 2. Number of downloads (if applicable).

Requesting and Claiming Funds

Request Process

A request can be raised at any time. However, please note that if a request is received during the quarter for an activity within the same quarter, the funds may have already been allocated and so your request may be rejected on this basis. We endeavor to responds to all requests within 3 working days.

It is important to note that when it comes to marketing campaign funding ADCom Solutions requires partners to invest their own money upfront for the activity and pre-pay for all activity. ADCom Solutions will reimburse the partner after the activity has happened.

The key steps for requesting are as follows.

Review activity with your regional field/channel marketing contact.
Complete and submit MDF request form from the partner portal. Clearly outline the activity and expected outcomes for the activity with as much detail as possible to aid the approvals process.
Activity will be reviewed by ADCom Solutions and either approved or rejected.
1. If rejected, you will be given detailed reasons as to why to enable you to amend or raise a new activity request.
2. If approved, you will be provided a Purchase Order (PO) number. No activity should be considered approved until you have a ADCom Solutions generated PO number.
3. Please note, only ADCom Solutions marketing may approve MDF proposals.
Branding approvals. If you are planning on using the ADCom Solutions logo/brand anywhere it must be approved by ADCom Solutions marketing before execution. Failure to do so may result in funds being withheld.
Activity execution.

Claims Process

Partners have 30 days from the activity completion date to claim approved funds. If partners do not claim within this period, MDF funds will be lost. If you are unable to make this deadline, please reach out to your Marketing contact as we may be able to extend the deadline for you.

The approved activity must be completed before a claim can be submitted. ADCom Solutions will only pay MDF after an activity has taken place. Partners need to then log into the portal and claim for their activity including all supporting documentation, proof of performance, invoices, and ADCom Solutions PO numbers If the ADCom Solutions PO # has been misplaced, please contact info @adcomsolutions.com.

Claiming funds timeline.

From the completion date of activity, you have 30 days to claim before you lose the funds.
Within 48 hours business hours of completion of the event you will receive an email notification requiring you to log in and submit your claim.
If claim not raised within 2 weeks of the 30-day deadline you will receive a reminder email.
If claim not raised within 3 days of deadline you will receive a last and final reminder email.
Partner to provide claim form, proof of performance (POP) and invoice which must include PO number.
- Claim form submitted and evidence satisfactory – Field or Channel Marketer forwards invoice to accounts team for further processing.
- Claim form not submitted in time and/or evidence unsatisfactory – Field or Channel Marketer to send a reminder email to partner.
- If 30-day deadline reached and no claim has been submitted, then funds will be lost.

*For any request that is declined, ADCom Solutions marketing will work with the partner to help them address the missing information or support them in generating a new request on a different activity.

*For any activity that produces leads, these must be sent to ADCom Solutions in the ADCom Solutions data upload template within 5 business days. Any issues need to be raised prior to claim being approved.

NOC Escalation Policies, Procedures & SLOs

Network Operations Center (NOC) Operations:

Hours of Operation are twenty-four hours a day, seven days a week, three hundred and sixty-five days a year (24x7x365).
The NOC is based out of Norcross, Georgia, just outside of Atlanta.
The NOC is staffed with a NOC Director, Team Supervisor and multiple Team Leads in support of the NOC Analysts.
The infrastructure is a combination of cloud-based services along with third party data centers.
All NOC Analysts are equipped to work virtual in the event of an issue preventing them from accessing the NOC. During the 2020 Covid-19 pandemic, all operational functions remained intact with no impact to the customer from a support and alerting perspective.
Analysts handle carrier, service provider, vendor escalations and drive the issues through completion to ensure service restoration while updating the customer regarding the status of each trouble.

The Platform uses ITIL best practices regarding the following areas of ITSM, including:

The Platform:

The Cloud Based Platform allows customers to follow the progress of trouble cases, enter comments, access site inventories and view the information the NOC Analyst utilizes to contact the customer sites, determine maintenance options, and troubleshoot a site.
The Platform is based upon a Best in Breed model which leverages ServiceNOW, Google Data Studio and Zenoss. This combination provides industry leading insight to the customer’s managed environment.
The system proactively creates cases based upon outages or degradation and notifies the impacted customer when their monitored devices or circuits are down or have triggered a threshold.
The monitoring toolset can proactively monitor and alert on any reachable IP address including IOT, traditional WAN and LAN devices as well as third party cloud infrastructures, in certain situations.
Tickets are autogenerated based upon thresholds, however any user can also create a ticket via the Platform or the provided toll free number

Case Priority Levels and SLO’s:

P1 Case – Critical – Critical problem that stops the site from functioning. The network, service or product is unusable, and the site is completely out of service. (For example, a Site is down and considered isolated.)

P1 Response – 80% initial response in =<15 minutes
P1 Update – 80% Update

P2 Case – High – Major problem that does not stop the site from functioning as alternate route, backup, or workaround is in place. (For example, a Site’s primary link is down, but it is up on backup.)

P2 Response – 75% initial response in =<30 Minutes
P2 Update – 75% Update

P3 Case – Medium – Minor problem that does not seriously affect service or network availability, or functionality used in business. (For example, a single user is having an issue.)

P3 Response – 75% initial response in =<60 minutes
P3 Update – 75% Update

P4 Case – Low – Minor issue that does not affect service or network availability but does require a corrective action. (For example, an issue has been recognized, but it is not yet causing downtime.)

P4 Response – 75% within1 business day
P4 Update – 75% Update

Carrier Chronic Issues:

The procedures for classifying a customer circuit issue as a chronic issue are as follows:

Customer circuit must have had at least three (3) ADCom opened cases in a thirty (30) day period, that were succinctly identified as carrier (or LEC) related issues. This usually involves exhaustive intrusive testing.
A Class “A” test is performed, and errors are found on the carrier or LEC facilities.
The circuit will be watched by the chronic group for a period of thirty (30) days and an open case will be maintained in the NOC System. Any anomalies will be immediately addressed by both the carrier and NOC Support Teams.

Major Outages:

Occasionally, fiber cuts, severe weather conditions, and other unexpected regional events will cause major area outages that impact hundreds or thousands of customers. During these major outages, case management procedures change to facilitate the handling of large volume cases. The NOC’s ability to contact all customers via manual telephone calls during a mass outage is limited due to the volume of cases; consequently, automated processes such as the customer pages and the customer’s access to the live case is preferred.

Escalations:

A customer can request an escalation at any time. The escalation can be an internal escalation within NOC, or a requested level of escalation or priority with a carrier, service provider, or vendor.
Escalation within the NOC is exception based; a customer can escalate to the contacts on the escalation plan when he/she is dissatisfied with the progress of a trouble case. In most cases the NOC Engineer can engage any appropriate internal and external resources to assist in resolving the issue.

Partner Documents

DEAL REGISTRATION TERMS & GUIDELINES – North America

VEEUE™

Market Development Funds (MDF)
Guidelines

Program overview

Partner eligibility

MDF Activity Categories

Request Process

Claims Process

Claiming funds timeline.

WHAT WE MONITOR

IT Services & Solutions.
Built for you.

Partner Documents

DEAL REGISTRATION TERMS & GUIDELINES – North America

VEEUE™

WHAT WE MONITOR

IT Services & Solutions. Built for you.

IT Services & Solutions.
Built for you.