Channel Support Handbook - Florida (Operational)

CHANNEL SUPPORT HANDBOOK — FLORIDA OPERATIONS GUIDE

Effective Date: [__/__/____]

Provider: [________________________________] ("Provider")

This Channel Support Handbook ("Handbook") supplements the Channel Partner Agreement dated [__/__/____] (the "Agreement"). It provides the operational framework for day-to-day channel partner activities in Florida.

TABLE OF CONTENTS

• Article I: Key Definitions and Glossary
• Article II: Channel Partner Program Structure
• Article III: Onboarding and Certification Playbook
• Article IV: Deal Registration Operations
• Article V: Pricing, Discounts, and Quoting
• Article VI: Marketing Development Funds — Operations
• Article VII: Pre-Sales and Technical Engagement
• Article VIII: Order Management and Fulfillment
• Article IX: Customer Support Operations
• Article X: Data Handling and Privacy Operations
• Article XI: Brand and Marketing Guidelines
• Article XII: Partner Performance Management
• Article XIII: Regulatory Compliance Operations
• Article XIV: Territory Management
• Article XV: Handbook Term and Updates
• Article XVI: Florida Operations Notes
• Article XVII: Signatures
• Appendices

ARTICLE I: KEY DEFINITIONS AND GLOSSARY

Channel Partner / Partner: An entity authorized to resell, distribute, or refer Provider's products to Florida customers.

Reseller: A Partner that buys and resells Provider products directly to end customers.

Distributor: A Partner that buys in volume and redistributes to sub-resellers or end customers.

VAR (Value-Added Reseller): A Partner that combines Provider products with its own solutions.

Referral Partner: A Partner that refers leads to Provider for a referral fee.

Deal Registration: Submitting a prospective opportunity to Provider for pricing protection.

MDF (Marketing Development Funds): Co-marketing budget allocated to qualified Partners.

SPIFF: Short-term bonus payments to Partner sales reps for hitting targets.

MSRP: Manufacturer's Suggested Retail Price.

MAP: Minimum Advertised Price — the floor for advertised (not necessarily transacted) prices.

End Customer: The final buyer or licensee of Provider's products.

PAM: Partner Account Manager — your primary Provider contact.

SE: Solutions Engineer — technical pre-sales resource.

POC: Proof of Concept — trial deployment for a prospective customer.

QBR: Quarterly Business Review.

ARTICLE II: CHANNEL PARTNER PROGRAM STRUCTURE

2.1 Tier Overview

Your tier determines your discount level, support entitlements, and co-marketing budget. Tiers are evaluated [annually / semi-annually].

2.2 How to Advance Your Tier

☐ Hit the revenue target for the next tier (based on trailing 12 months)

☐ Ensure enough team members hold the right certifications

☐ Maintain CSAT scores at [____]% or above

☐ Submit your quarterly business plan and pipeline through the portal

☐ Stay in compliance with all program rules

2.3 Tier Demotion Process

If you fall below tier requirements, Provider will give you [____] days' written notice. You then have [____] days to get back on track before demotion takes effect.

ARTICLE III: ONBOARDING AND CERTIFICATION PLAYBOOK

3.1 New Partner Checklist

Complete within [____] days of signing the Agreement:

☐ Sign the Channel Partner Agreement and all addenda

☐ Set up your Partner portal account at [________________________________]

☐ Fill out your Partner profile and submit a business plan

☐ Name your primary business contact and primary technical contact

☐ Complete the "Partner Foundations" online course

☐ Pass the Foundations exam with [____]% or higher

☐ Upload proof of E&O insurance ($[________________________________] minimum coverage)

☐ Upload proof of general liability insurance ($[________________________________] minimum)

☐ Read and acknowledge this Handbook, the MAP Policy, and Code of Conduct

3.2 Certification Tracks

3.3 Keeping Current

• Certifications expire — renew before the deadline
• You will get email reminders [____] days before expiration
• Expired certifications can affect your tier status

3.4 Training Available

All through the Partner portal:

• Self-paced online courses and videos
• Live virtual and in-person workshops (check the quarterly calendar)
• Lab environments for hands-on practice
• Product docs, solution guides, and competitive cheat sheets
• Release training published within [____] days of each new version

ARTICLE IV: DEAL REGISTRATION OPERATIONS

4.1 How to Register a Deal

1. Log in to the Partner portal
2. Navigate to "Deal Registration" and click "New Registration"

3. Fill in:
   ☐ Customer company name, address, and main contact
   ☐ What you are selling (products/services) and estimated deal value
   ☐ When you expect to close
   ☐ What value you are adding to this deal
   ☐ Who you are competing against

4. Submit — you will get confirmation immediately

4.2 What Happens Next

• Provider reviews within [____] business days
• You will get one of three responses:
• Approved — You are protected. Registered discount applies.
• Conditionally Approved — Approved with conditions (e.g., joint call needed).
• Declined — Already registered or a direct account. Reason provided.

4.3 Protection Rules

• Protection lasts [____] days from approval
• During protection: no other Partner gets approved for the same customer and opportunity
• You get the registered deal discount (higher than standard)
• If you do not close before protection expires, the deal becomes open

4.4 Extending Protection

• You get one extension of [____] days
• Submit an update with proof the customer is still engaged
• Provider responds within [____] business days

4.5 When Two Partners Claim the Same Deal

1. Provider checks registration dates and documented engagement
2. Customer preference matters
3. Provider may ask Partners to collaborate
4. If unresolved, Channel Sales Director decides within [____] business days — that decision is final

ARTICLE V: PRICING, DISCOUNTS, AND QUOTING

5.1 Your Discount Schedule

5.2 Price Lists

• Current MSRP is on the portal under "Pricing"
• Price changes take effect [____] days after they are posted
• Orders placed before the change date get the old price

5.3 MAP Rules

• Do not advertise below MAP — ever
• First violation: Written warning
• Second violation: MDF suspended for [____] days
• Third violation: Tier demotion or program removal
• Note: You can sell below MAP — you just cannot advertise below it

5.4 Special Pricing for Tough Deals

Submit a Special Pricing Request (SPR) through the portal:
☐ Customer and opportunity details
☐ What the competition is offering (documentation helps)
☐ Your proposed price and margin
☐ Why the standard discount is not enough

Provider responds within [____] business days.

5.5 Internal Use / Demo (NFR)

• Buy Provider products for your own use or demos at [____]% off MSRP
• NFR products cannot be resold or given to customers

5.6 Florida Sales Tax Reminders

• You are responsible for collecting and remitting Florida state sales tax (currently 6%) plus applicable local discretionary surtax
• If you have physical presence in Florida (office, warehouse, employees, inventory), you have nexus
• Remote sellers: Florida economic nexus thresholds apply per Fla. Stat. § 212.0596
• Drop shipments: If you or Provider have Florida nexus, sales tax collection is required
• Get a Florida Annual Resale Certificate (DR-13) from Provider for your inventory purchases
• SaaS and digital products: Check current DOR guidance for taxability

ARTICLE VI: MARKETING DEVELOPMENT FUNDS — OPERATIONS

6.1 Your MDF Budget

6.2 What MDF Can Be Used For

☐ Joint webinars and seminars
☐ Trade shows and conferences (booth, sponsorship, travel)
☐ Email, social media, and digital ad campaigns
☐ Case studies, white papers, and videos
☐ Direct mail campaigns
☐ Customer dinner events and executive briefings
☐ Lead gen campaigns
☐ Demo and POC environments

6.3 Step-by-Step MDF Process

Step 1: Get Approval First

• Submit your MDF request at least [____] days before the activity
• Include: activity description, budget breakdown, timeline, and what you expect to achieve

Step 2: Run the Activity

• Execute per your approved plan
• Follow Provider's brand guidelines

Step 3: Submit Your Claim

• Within [____] days of the activity
• Attach: proof of execution (photos, screenshots, attendee lists), itemized expenses with receipts, and leads or results

Step 4: Get Reimbursed

• Provider processes approved claims within [____] days
• Reimbursement covers [____]% of approved eligible expenses up to your pre-approved amount

6.4 Use It or Lose It

MDF not claimed within [____] months is forfeited. Funds do not roll over.

ARTICLE VII: PRE-SALES AND TECHNICAL ENGAGEMENT

7.1 What You Can Request

7.2 How to Request Support

1. Go to the portal or email your PAM
2. Include: customer name, opportunity details, what type of help you need, and timeline
3. Provider acknowledges within [____] business hours
4. Resource assigned within [____] business days

7.3 Sales Tools on the Portal

• Product data sheets and solution briefs
• Sales playbooks with talk tracks
• ROI calculators and TCO tools
• Reference architectures
• Customer success stories
• Competitive intelligence (updated quarterly)

ARTICLE VIII: ORDER MANAGEMENT AND FULFILLMENT

8.1 Placing Orders

Preferred: Partner portal — fastest processing
Alternative: EDI (Distributors only) or email to [________________________________]

Every order needs: your account number, deal registration number (if applicable), and your PO number.

8.2 Order Confirmation

Provider confirms or rejects within [____] business days. Rejections include a reason (credit issue, availability, compliance).

8.3 Delivery

• Software/SaaS: Provisioned electronically within [____] business days
• Hardware: Ships within [____] business days, [FOB Origin / FOB Destination]

8.4 Returns

• Request within [____] days of delivery
• Must be in original packaging, unused, and resalable
• Restocking fee: [____]%
• Defective products handled under warranty
• Custom or configured products are final sale

8.5 Payment

• Net [____] days from invoice
• Late payments: [____]% per month interest (subject to Florida usury limits under Fla. Stat. § 687.02)

ARTICLE IX: CUSTOMER SUPPORT OPERATIONS

9.1 Who Does What

Your Team (Level 1):
☐ Take the call or ticket from the customer
☐ Gather all the info (who, what, when, environment, steps to reproduce)
☐ Basic troubleshooting — check the knowledge base, try documented fixes
☐ Handle how-to questions, account issues, and license questions
☐ Determine severity level

Provider Level 2:
☐ Advanced troubleshooting and diagnostics
☐ Product defect identification
☐ Configuration-level fixes

Provider Level 3 (Engineering):
☐ Bug fixes and patches
☐ Backend system issues
☐ Architecture-level problems

9.2 Severity Levels and Response Commitments

9.3 Escalation Step-by-Step

When you need to escalate to Provider:

1. Create a ticket in the support system with:
   ☐ Customer name and contact info
   ☐ Product version and environment details
   ☐ Detailed description of the problem
   ☐ Steps to reproduce
   ☐ Logs, screenshots, or recordings
   ☐ Severity level and business impact
   ☐ What you have already tried

2. Provider L2 picks up within the response times above

3. You and Provider L2 work together on resolution
4. If it is a bug or needs engineering, L2 escalates to L3

9.4 After-Hours Emergencies

For Sev 1 and Sev 2 outside business hours:

• Call: [________________________________]
• Provider responds within Sev 1/2 times, including weekends and holidays
• Coverage: [24/7/365 / ________________________________]

9.5 Communicating with Your Customers

• Respond to customers within your L1 response times
• For Sev 1 and Sev 2: Update the customer every [____] hours
• Be professional, accurate, and honest about timelines
• Do not promise resolution dates, product roadmap items, or SLA credits without Provider approval

ARTICLE X: DATA HANDLING AND PRIVACY OPERATIONS

10.1 Daily Data Handling Rules

☐ Only access customer data when you need to for your job
☐ Never sell, share, or give customer data to anyone not authorized
☐ Use encrypted channels (HTTPS, TLS, encrypted email) for all data transfers
☐ Lock your workstations and use strong, unique passwords
☐ Report any suspected data incidents immediately

10.2 Florida Data Breach Rules (FIPA)

If you discover or suspect a data breach involving Florida residents:

1. Notify Provider within [____] hours — do not wait
2. Preserve all evidence (do not delete logs, emails, or files)
3. Cooperate with the investigation
4. Florida law requires notification to residents within 30 days (Fla. Stat. § 501.171)
5. If the breach hits 500+ Floridians, the Florida Department of Legal Affairs must also be notified
6. As a third-party agent, you must notify Provider within 10 days of determination per FIPA

10.3 Data Disposal

When customer data is no longer needed:
☐ Securely delete electronic records (overwrite or degauss)
☐ Shred physical documents
☐ Document the disposal

10.4 Sharing Data with Provider

All data shared must be:
☐ Necessary for performing your partner obligations
☐ Sent via encrypted channels
☐ Logged so there is an audit trail

ARTICLE XI: BRAND AND MARKETING GUIDELINES

11.1 Using Provider's Logo and Name

☐ Only use logos from the Brand Asset Library on the portal
☐ Follow the Brand Guidelines document
☐ Do not change colors, proportions, or add effects to logos
☐ Include required trademark symbols and attribution
☐ Do not imply you are Provider or that Provider endorses your other products

11.2 Co-Marketing Materials

• Get approval before publishing — submit [____] business days ahead
• Provider reviews within [____] business days
• After termination: stop using all Provider branding within [____] days

ARTICLE XII: PARTNER PERFORMANCE MANAGEMENT

12.1 What We Measure

12.2 Quarterly Business Reviews (QBRs)

Your PAM will schedule QBRs to discuss:
☐ Revenue performance vs. targets
☐ Pipeline health and forecast
☐ Support metrics and customer satisfaction
☐ Marketing activities and MDF usage
☐ Certification status
☐ Action items from last QBR
☐ Plans for next quarter

12.3 If Performance Drops

If you miss minimums for [____] straight quarters, Provider may put you on a Performance Improvement Plan (PIP):

• Clear targets for what needs to improve
• At least [____] days to get there
• Consequences if targets are not met (up to termination)

ARTICLE XIII: REGULATORY COMPLIANCE OPERATIONS

13.1 Anti-Bribery Rules

☐ Never offer money, gifts, or favors to government officials for business advantage
☐ Do not use MDF or SPIFFs for improper purposes
☐ Report any suspicious requests to your compliance officer and Provider

13.2 Export Controls

☐ Do not ship or provide access to Provider products to sanctioned countries or persons
☐ If unsure, check the OFAC sanctions list or ask Provider

13.3 Fair Competition

☐ Do not agree with competitors on pricing, territories, or customers
☐ Do not participate in bid rigging or market allocation
☐ Territory assignments are between you and Provider — not between you and other Partners

13.4 Florida-Specific: FDUTPA

☐ Do not make false or misleading claims about Provider's products
☐ Do not engage in unfair or deceptive practices
☐ FDUTPA violations can result in actual damages plus attorney's fees for consumers

13.5 Franchise Law Awareness

• The Florida Franchise Act (§ 817.416) protects against misrepresentation in franchise/distributorship sales
• Our relationship is structured to avoid franchise classification
• If you have questions about franchise implications, consult Florida counsel

13.6 Independent Contractor Status

• You are an independent business, not a Provider employee
• You control your own operations, staff, and methods
• You are responsible for your own taxes, insurance, and workers' comp
• Florida uses the common law control test (not California's ABC test)

13.7 Product Liability Reminders

• Florida has a sealed container defense for non-manufacturer sellers (Fla. Stat. § 768.81(4))
• Do not open, modify, or alter Provider products
• Pass through all Provider warranty terms to your customers
• Report any safety concerns to Provider immediately

ARTICLE XIV: TERRITORY MANAGEMENT

14.1 Your Territory

Your territory is defined in your individual Partner agreement. Unless it says "Exclusive," it is non-exclusive.

14.2 Exclusive Territories

If you have an exclusive territory:

• Provider will not appoint another Partner there for your product lines
• You must hit the minimum targets in your territory
• Miss targets for [____] quarters and it may convert to non-exclusive

14.3 Off-Limits Accounts

Provider reserves certain "Named Accounts" for direct sales. These are listed in the portal. Do not approach them without written permission.

14.4 Playing Fair

• Register your deals — first to register is first to be protected
• Do not poach another Partner's customers
• Do not undercut other Partners through predatory pricing

ARTICLE XV: HANDBOOK TERM AND UPDATES

15.1 Duration

This Handbook is part of your Agreement and stays in effect as long as the Agreement does.

15.2 Updates

Provider may update this Handbook with [____] days' notice. Material changes that increase your obligations need mutual agreement.

15.3 Wind-Down on Termination

When the Agreement ends:
☐ Stop representing yourself as a Provider Partner within [____] days
☐ Stop using all Provider branding within [____] days
☐ Finish any accepted customer orders already in the pipeline
☐ Provider will keep supporting your existing customers for [____] days
☐ Return or destroy all confidential data within [____] days
☐ Submit any open MDF claims within [____] days
☐ Pay all outstanding invoices within [____] days

ARTICLE XVI: FLORIDA OPERATIONS NOTES

16.1 Governing Law

Florida law applies. If there is a dispute, it goes to the courts in [________________________________] County, Florida.

16.2 Hurricane and Disaster Planning

Florida Partners should maintain business continuity plans addressing hurricane season (June 1 - November 30). Provider will make reasonable accommodations for response time obligations during declared state emergencies.

16.3 Florida Sales Tax Collection

You are responsible for collecting and remitting Florida state and local sales tax. See Article V, Section 5.6 for details. Keep resale certificates on file.

16.4 Jury Waiver

BOTH PARTIES WAIVE THE RIGHT TO A JURY TRIAL FOR DISPUTES UNDER THIS HANDBOOK, TO THE MAXIMUM EXTENT PERMITTED BY FLORIDA LAW.

ARTICLE XVII: SIGNATURES

PROVIDER:

Name: [________________________________]

Title: [________________________________]

Signature: [________________________________]

Date: [__/__/____]

PARTNER:

Company: [________________________________]

Name: [________________________________]

Title: [________________________________]

Signature: [________________________________]

Date: [__/__/____]

APPENDICES

APPENDIX 1: PARTNER TIER QUICK REFERENCE

APPENDIX 2: MDF CLAIM FORM

Your Company: [________________________________]
Account #: [________________________________]
MDF Request #: [________________________________]
Activity: [________________________________]
Dates: [__/__/____] to [__/__/____]
Pre-Approved Amount: $[________________________________]
Actual Spend: $[________________________________]
Requesting: $[________________________________]

Attach:
☐ Photos/screenshots ☐ Attendee list ☐ Published materials
☐ Receipts ☐ Lead list/results ☐ Other: [________________________________]

I certify this is accurate and was executed per the approved plan.

Name: [________________________________] Title: [________________________________]
Signature: [________________________________] Date: [__/__/____]

APPENDIX 3: DEAL REGISTRATION FORM

Your Info:
Company: [________________________________] Account #: [________________________________]
Contact: [________________________________] Email: [________________________________] Phone: [________________________________]

Customer Info:
Company: [________________________________] Address: [________________________________]
Contact: [________________________________] Title: [________________________________]
Email: [________________________________] Phone: [________________________________]

The Deal:
Name: [________________________________] Value: $[________________________________]
Close Date: [__/__/____]
Stage: ☐ Prospect ☐ Qualified ☐ Proposal ☐ Negotiation
Products: [________________________________]
Term: [____] months/years
Type: ☐ New Customer ☐ Expansion ☐ Renewal

Your Value-Add: [________________________________]
Competition: Incumbent: [________________________________] Others: [________________________________]

I certify this is accurate and I have engaged directly with this customer.

Name: [________________________________] Title: [________________________________]
Signature: [________________________________] Date: [__/__/____]

This Channel Support Handbook is provided for informational purposes only. It does not constitute legal advice. Consult a Florida-licensed attorney before use.