Channel Support Handbook - New York (Operational)

CHANNEL SUPPORT HANDBOOK — NEW YORK 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 New York.

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: New York 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 New York customers.

Reseller: Buys and resells Provider products directly to end customers.

Distributor: Buys in volume and redistributes to sub-resellers or end customers.

VAR (Value-Added Reseller): Combines Provider products with its own solutions.

Referral Partner: Refers leads to Provider for a 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 for hitting specific sales targets.

MSRP: Manufacturer's Suggested Retail Price.

MAP: Minimum Advertised Price.

End Customer: Final buyer or licensee.

PAM: Partner Account Manager.

SE: Solutions Engineer.

POC: Proof of Concept.

QBR: Quarterly Business Review.

Private Information: Under the NY SHIELD Act — personal info combined with Social Security numbers, financial account numbers, biometric data, or login credentials.

ARTICLE II: CHANNEL PARTNER PROGRAM STRUCTURE

2.1 Tier Overview

2.2 Moving Up

☐ Hit the next tier's revenue target (trailing 12 months)

☐ Get the right certifications on your team

☐ Maintain CSAT at [____]%+

☐ Submit quarterly plans and pipeline

☐ Stay compliant with all program rules

2.3 Tier Demotion

[____] days' notice before any demotion. [____]-day cure period.

ARTICLE III: ONBOARDING AND CERTIFICATION PLAYBOOK

3.1 New Partner Checklist

Complete within [____] days:

☐ Sign the Agreement and addenda

☐ Create your portal account at [________________________________]

☐ Submit your Partner profile and business plan

☐ Name your business and technical contacts

☐ Complete the "Partner Foundations" course

☐ Pass the Foundations exam ([____]%+ to pass)

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

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

☐ Acknowledge Handbook, MAP Policy, and Code of Conduct

3.2 Certification Tracks

3.3 Stay Current

• Renew before expiration — [____]-day advance reminders sent
• Expired certs affect your tier

3.4 Training Resources

Portal: online courses, live workshops, labs, docs, competitive guides, release training within [____] days of each release.

ARTICLE IV: DEAL REGISTRATION OPERATIONS

4.1 Registering a Deal

1. Portal: "Deal Registration" then "New"
2. Fill in:
   ☐ Customer company, address, contact
   ☐ Products/services and estimated value
   ☐ Expected close date
   ☐ Your value-add
   ☐ Competitive landscape

4.2 Review Process

Response within [____] business days: Approved, Conditional, or Declined with reason.

4.3 Protection

• Protected for [____] days from approval
• No conflicting registrations
• Registered deal discount applies
• Expires if not closed

4.4 Extensions

One [____]-day extension with proof of continued engagement. Response in [____] business days.

4.5 Conflict Resolution

Timestamps, engagement, and customer preference reviewed. Channel Sales Director has final say within [____] business days.

ARTICLE V: PRICING, DISCOUNTS, AND QUOTING

5.1 Discount Schedule

5.2 Price Lists

On the portal. Changes effective [____] days after posting.

5.3 MAP Rules

No advertising below MAP. Violations: 1st—warning, 2nd—MDF suspended [____] days, 3rd—tier demotion or removal. You can sell below MAP, just do not advertise below it.

5.4 Special Pricing

Submit SPR through portal with details, competitive intel, your proposed price, and justification. Response in [____] business days.

5.5 NFR / Demo Use

[____]% off MSRP for internal use and demos. Cannot be resold.

5.6 New York Sales Tax

• Collect and remit NY state (4%) and local sales tax on taxable sales
• Physical nexus: offices, employees, inventory in NY
• Economic nexus: $500,000 gross receipts + 100 transactions in preceding four quarters
• Click-through nexus: referral agreements with NY-based persons, $10,000+ in prior four quarters
• SaaS: Taxable in NY as prewritten computer software
• Inventory at any NY location (including third-party warehouses) creates nexus
• Get resale certs (Form ST-120) from Provider for inventory

ARTICLE VI: MARKETING DEVELOPMENT FUNDS — OPERATIONS

6.1 Your MDF Budget

6.2 Eligible Activities

☐ Webinars/seminars ☐ Trade shows ☐ Digital campaigns ☐ Content creation
☐ Direct mail ☐ Customer events ☐ Lead gen ☐ POC environments

6.3 MDF Process

1. Pre-Approve: Submit [____] days before activity
2. Execute: Follow plan and brand guidelines
3. Claim: Within [____] days — attach proof, receipts, results
4. Get Paid: Processed within [____] days at [____]% of approved expenses

6.4 Expiration

Unclaimed MDF expires after [____] months. No rollover.

ARTICLE VII: PRE-SALES AND TECHNICAL ENGAGEMENT

7.1 Available Resources

7.2 How to Request

Portal or PAM. Include customer, opportunity, type of help, timeline. Acknowledgment [____] hours; assignment [____] business days.

7.3 Sales Tools

Data sheets, playbooks, ROI tools, architectures, success stories, competitive intelligence — all on the portal.

ARTICLE VIII: ORDER MANAGEMENT AND FULFILLMENT

8.1 Placing Orders

Portal (preferred), EDI (Distributors), or email to [________________________________].

8.2 Confirmation

Within [____] business days.

8.3 Delivery

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

8.4 Returns

Within [____] days; original condition; [____]% restocking fee. Custom products final sale.

8.5 Payment

Net [____] days. Late interest: [____]% per month (subject to NY interest rate limits).

ARTICLE IX: CUSTOMER SUPPORT OPERATIONS

9.1 Who Does What

Your Team (Level 1):
☐ Take the initial contact
☐ Gather all information (who, what, when, environment, reproduction steps)
☐ Try documented fixes from the knowledge base
☐ Handle how-to, account, and license questions
☐ Assign severity level

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

Provider Level 3:
☐ Bug fixes and patches
☐ Backend system issues
☐ Architecture problems

9.2 Response Times

9.3 Escalation Steps

1. Create ticket with: customer info, environment, issue, steps to reproduce, logs, severity, impact, what you tried
2. Provider L2 picks up per response times
3. Work together on resolution
4. If it is a bug, L2 escalates to L3

9.4 After-Hours

Sev 1/2: Call [________________________________]. Same response times, 24/7. Coverage: [24/7/365 / ________________________________].

9.5 Talking to Customers

• Meet your L1 response times
• For Sev 1/2: update customer every [____] hours
• Be honest about timelines
• Never promise resolution dates, roadmap, or SLA credits without Provider OK

ARTICLE X: DATA HANDLING AND PRIVACY OPERATIONS

10.1 Everyday Data Rules

☐ Only access customer data for work purposes
☐ Never sell, share, or give data to unauthorized parties
☐ Use encrypted channels for data transfers
☐ Keep devices locked and use strong passwords
☐ Report any suspected incidents immediately

10.2 New York SHIELD Act Compliance

Your security program must include:

Administrative:
☐ A person in charge of your data security program
☐ Risk assessments for internal and external threats
☐ Employee training on security practices
☐ Vet your sub-vendors for security before onboarding them

Technical:
☐ Assess risks in your network and software
☐ Protect data in processing, transmission, and storage
☐ Detect and respond to attacks and system failures
☐ Test your controls regularly

Physical:
☐ Secure data storage areas
☐ Protect against unauthorized access to records
☐ Properly dispose of data you no longer need

10.3 Data Breach Response

If you discover or suspect a breach affecting New York residents:

1. Notify Provider within [____] hours — this is urgent
2. Preserve all evidence
3. Cooperate fully with the investigation
4. SHIELD Act requires notification "in the most expedient time possible" but in no event later than thirty (30) calendar days after discovery of the breach, per the SHIELD Act as amended December 2024
5. If 500+ NY residents affected: Attorney General notified within 10 days
6. If 5,000+ NY residents: consumer reporting agencies notified too
7. NYC businesses: check if NYC Biometric Identifier Information Law applies

10.4 Vendor Management

If you use sub-vendors who touch customer data:
☐ Check their security before you engage them
☐ Put security requirements in your contracts with them
☐ Get breach notification commitments in writing
☐ Review their security periodically

ARTICLE XI: BRAND AND MARKETING GUIDELINES

11.1 Using Provider Branding

☐ Only use approved logos from the portal Brand Library
☐ Follow Brand Guidelines
☐ No modifications to logos or trademarks
☐ Include trademark symbols
☐ Do not suggest Provider endorses your other products

11.2 Co-Marketing

Submit materials [____] business days before publication. Provider responds in [____] business days. After termination: stop using Provider branding within [____] days.

ARTICLE XII: PARTNER PERFORMANCE MANAGEMENT

12.1 Scoreboard

12.2 QBRs

Quarterly with your PAM: revenue, pipeline, support, marketing, certs, action items, next quarter plans.

12.3 Performance Issues

Miss minimums for [____] quarters and you may get a PIP: clear targets, at least [____] days to improve, consequences laid out.

ARTICLE XIII: REGULATORY COMPLIANCE OPERATIONS

13.1 Anti-Bribery

☐ No payments to officials for business advantage
☐ No misuse of MDF or SPIFFs
☐ Report suspicious requests immediately

13.2 Export Controls

☐ No shipping to sanctioned countries/persons
☐ Check OFAC lists when in doubt

13.3 Fair Competition

☐ Do not collude with competitors on pricing, territories, or customers
☐ The Donnelly Act (NY Gen. Bus. Law § 340) makes antitrust violations a class E felony in NY
☐ Territory restrictions are between you and Provider, not between Partners

13.4 New York Consumer Protection

☐ Gen. Bus. Law § 349 (deceptive acts) and § 350 (false advertising) apply to all marketing
☐ Consumers do not need to prove reliance under § 349
☐ Violations can result in actual damages and attorney's fees

13.5 Franchise Law Awareness

• NY is a franchise registration state (Gen. Bus. Law Art. 33)
• Our relationship is structured to avoid franchise classification
• If it were a franchise: registration with the AG, FDD delivery 14 days before signing, annual renewal
• Any waiver of the Franchise Sales Act is void under § 687

13.6 Independent Contractor Status

• You are an independent business, not a Provider employee
• You control your own operations, personnel, schedule, and methods
• You are responsible for payroll taxes, workers' comp (required in NY), unemployment insurance
• NY uses the common law control test for classification

13.7 Product Liability

• NY imposes strict liability on all distribution chain members
• Do not modify Provider products
• Pass through all warranty terms to customers
• Report safety concerns to Provider immediately

ARTICLE XIV: TERRITORY MANAGEMENT

14.1 Your Territory

Defined in your individual Partner agreement. Non-exclusive unless it says "Exclusive."

14.2 Exclusive Territory Rules

Provider will not appoint another Partner there. You must meet minimum targets. Miss for [____] quarters and it may become non-exclusive.

14.3 Off-Limits Accounts

Named Accounts reserved for Provider direct sales. Listed in the portal. Do not approach without written permission.

14.4 Fair Play

Register your deals. Do not poach. Do not engage in predatory pricing.

ARTICLE XV: HANDBOOK TERM AND UPDATES

15.1 Duration

Stays in effect as long as the Agreement.

15.2 Updates

Provider updates with [____] days' notice. Material changes to your obligations need mutual agreement.

15.3 Wind-Down on Termination

☐ Stop representing as authorized within [____] days
☐ Stop using branding within [____] days
☐ Complete existing accepted orders
☐ Provider supports your customers for [____] days post-termination
☐ Return/destroy confidential data within [____] days
☐ Submit MDF claims within [____] days
☐ Pay invoices within [____] days

ARTICLE XVI: NEW YORK OPERATIONS NOTES

16.1 Governing Law

New York law applies. Disputes go to courts in [________________________________] County, New York.

16.2 NYC-Specific Considerations

Partners with New York City operations should be aware of:

• NYC Consumer Protection Law (NYC Admin. Code § 20-700 et seq.) — additional protections beyond state law
• NYC Biometric Identifier Information Law — if you operate a commercial establishment in NYC and collect biometric data
• NYC Fair Chance Act — affects background check processes for any NYC-based employees

16.3 Sales Tax Collection

You must collect NY state and local sales tax. See Article V, Section 5.6 for details. Keep ST-120 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 NEW YORK 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

Company: [________________________________] Account #: [________________________________]
MDF Request #: [________________________________]
Activity: [________________________________]
Dates: [__/__/____] to [__/__/____]
Approved: $[________________________________] Actual: $[________________________________] Requesting: $[________________________________]

Attach: ☐ Photos ☐ Attendance ☐ Materials ☐ Receipts ☐ Leads ☐ 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:
Company: [________________________________] Address: [________________________________]
Contact: [________________________________] Title: [________________________________]
Email: [________________________________] Phone: [________________________________]

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

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 New York-licensed attorney before use.