FAQ
How do I contact Partner Marketing support at Signify?
Email marketing@signify.net or call your Channel Account Manager and ask to be referred.
Where do I find Signify logos?
We are planning to put this information on the partner extranet, but at present they should be requested either via your Channel Account Manager or directly from the Signify Marketing team at marketing@signify.net
Is there a branding guide?
Yes, we are planning to put this information on the Partner extranet, but at present they should be requested either via your Channel Account Manager or directly from the Signify Marketing team at marketing@signify.net
Is there “boilerplate” website content?
Yes, you can ether take content directly from our website collateral section or email marketing@signify.net with your requirements and we will forward the materials you require.
Where do I find Signify product information and marketing collateral (Soft and Hard Copy)?
Hard copy brochures can be requested ether via your Channel Account Manager or directly from the Signify Marketing team at marketing@signify.net Electronic versions of most of our marketing collateral can be found here.
Sales tools and presentations
What product training is available?
Technical sales training is available on request; it may be chargeable depending on your status and the circumstances. Contact your Channel Account Manager with your requirements
What sales training is available?
Sales training is available free of charge and should be scheduled with your Channel Account Manager. It typically takes the form of a 1-2 hours of onsite classroom based training. However, this can be tailored to suit the audience and the time available. We typical cover the service, key benefits, sales information, pricing tools and demonstrate the service.
Do you have any tips to aid opportunity spotting?
Yes, some of this is covered in the Sales training; we also have a number of sales aids including a “sales crib sheet” with useful advice for your sales teams. For samples of the materials available pleas contact ether your Signify Partner Account Manager or marketing@signify.net
How do I get pricing and quotations?
A price list is available from your Signify Channel Account Manager, in addition to this we offer a bespoke quotation for each opportunity. We would strongly advise you register and quote each opportunity you have with your Channel Account Manager as the pricing given will include all the correct information required to process any subsequent order, this greatly streamlines the order process.
How do I get special pricing and/or customised services?
Should this situation arise, you should involve your Channel Account Manager directly in the negotiations with your end customer. Your Channel Account Manager will be able to bring in technical staff from Signify to assess and define the bespoke services or pricing structure, your customer requires.
Co-operative marketing
Are there any marketing plan generation guidelines?
Email marketing@signify.net for an up-to-date copy.
What support do you offer for seminar/events?
We will usually offer personnel, demonstration and speakers for events supporting the sale of our services. For more information, please contact you Channel Account Manager.
How do I get financial support for events?
Premier Partners can use pre approved marketing development funds for events promoting Signify services.
Demonstration and Evaluation
How do I organise a demonstration of the service?
Via your account manager
Do you offer a free customer evaluation?
Yes, please ask you account manager for an Evaluation Agreement per customer. We would typically offer 2 tokens and 2 Password OnDemand services along with access to the IMC. We prefer 5 days notice and the evaluation is shipped as if it was a full service. This gives the evaluating prospect the same experience as a new customer.
How do I use presales?
Signify presales resources are available to you as a partner to, aid in the building of a customer tender demonstrate the service or aid in the resolution of potential integration issues. To engage with Presales please make a request via you Channel Account Manager.
Service delivery
How do I process an order?
New Customers – for a new customer order we require;
1 x Completed Customer Description Form
1 x Purchase order covering the full value of the service
1 x Copy of the original quote or detailed list of part codes
1 x Signed Customer Contract
Service additions – additional services can be added at any point during the term of the contract by submission of the following order paperwork;
1 x Purchase order covering the full value of the service
1 x Copy of the original quote or detailed list of part codes
Contract number of company name
How do I progress an order – this can be done via your account manager
How long does the service take to deliver? – 3 working days. Delivery will normally consist of the following:
1 x Organisation Welcome pack (A4 White folder for the Nominated security officer)
1 x Token or master Passcode OnDemand account
The balance of tokens ordered
When will I be invoiced?
An invoice for the full amount will be sent shortly after the delivery to your nominated invoicing contact. Our normal payment terms are 14 days.
How are service renewals processed?
2 months before the renewal is due:
The reseller responsible for the original sale of the service will be sent 2 x Renewal statements. The statements are:
Partner renewal statement – detailing partner buy price and part codes
End-user renewal statement – detailing the amount billable to the end-user
1 month before the renewal is due:
An invoice will be sent to the nominated Partner for the partner’s net amount.
Should a customer add or remove tokens during an existing licence term, the renewal for the additional keys will be calculated on a pro-rata basis on the anniversary of the contract. The contract term will be that of the original purchase order.
How do we cancel a service?
Service cancellation must be requested in writing and submitted to your account manager inline with the conditions stated in the customer contract. (This is normally a minimum of 3 Months notice once outside of the quoted minimum contract term)
Support Services
What are our support rolls and responsibilities?
For Resellers and Authorised Integration Partners
The customer provides support to their own end-users with the
Customers Administrators and Helpdesk obtaining support directly from Signify
For Premier Integration Partners, and Service Providers
The partner runs the support desk for their customer’s administration contacts. 3rd tier support is available for the partners helpdesk from Signify.
Is there Partner administration training?
Signify currently offer the following training on request, available for your helpdesks or directly for customers if you wish. :
1 Day organisational planning
1 Day admin training
It is our preference for you to take on the materials and deliver them yourselves so you can generate further revenues from our services.
What hours do you offer 3rd tier telephone support?
Working hours during the working week. Refer back to contact numbers.
Can we charge the end-user for support?
As a Partner, you are free to offer direct end-user support as a chargeable option to your customers. Should you be planning to do this for a specific customer contract you may wish to include the Signify self-service end user help desk.
Returns policy
When do we need to return tokens?
Please return any tokens if broken or at the end of an evaluation. Wherever possible we try to recycle materials.
What information do you need with a returned token?
We prefer a Signify broken token report if you have one, otherwise we can gain all the information we need provided the serial number is readable.
Partner contract
Is there a formal Partner contract?
It is our intention to offer you a professional and well-resourced service, and as such, both Signify and you, the Partner, will benefit from a formal agreement of both the financial and business responsibilities we share. You should, by now, have been offered a copy of our Authorised Integration Partner or Service Provider Agreement. This document in conjunction with the Channel Partner Scheme Guide (Schedule1 of the Contract) outlines the business terms, processes, resources and liability. It is in your interest to complete, sign and return this agreement, as it needs to be in place before customer renewals can be processed.