Lifesize Partner Program
Global Guide | Effective November 1, 2016
Table of Contents 3
Guide Overview
4
Lifesize Reseller Categories
5
Partner Program Benefits
6
Benefit Definitions
7
Partner Program Requirements
9
Partner Marketing Benefits
10
Partner Marketing Requirements
11
Lifesize Online Resources
12
Assurance Maintenance Services (AMS)
13
Partner Program FAQ
14
Lifesize Cloud-Based Application FAQ
15
Glossary
Guide Overview For more than a decade, Lifesize has been at the forefront of video collaboration, delivering high-quality solutions designed to bring people together. As we look toward the future, Lifesize is excited to partner with a global network of distributors and resellers to offer customers a video conferencing experience like no other — one that combines a best-in-class cloud-based video application with award-winning, easy-to-use devices that allow customers to connect to anyone, anywhere. This guide establishes the requirements for participating in the Lifesize Partner Program and describes the benefits for achieving goals applicable to specific partner classifications. Partners who have worked with Lifesize in the past will notice some changes in this guide from Lifesize’s previous program. Many of the changes stem from a recognition that the ways in which companies work and collaborate are rapidly changing, particularly with the advent of consumer video technologies like FaceTime®, Google Hangouts™ and Skype®. Additionally, as the need for and use of video conferencing continues to grow beyond the boardroom, IT organizations need more scale, easier management and more value for the investment. As a result, some adjustments to the Partner Program are necessary to ensure that Lifesize’s business aligns with those dynamics. In particular, while Lifesize continues to offer customers the industry’s most innovative video conferencing equipment, we have designed the current program to provide partners with significant and achievable incentives that align with what Lifesize values most — the proliferation of the Lifesize cloud-based service subscription services (formerly known as “Lifesize Cloud”). At Lifesize, we remain committed to driving relentless innovation and continuing a decadelong tradition of redefining the video conferencing industry to meet our customers’ needs and exceed their expectations. We are excited to work side by side with each of our partners to achieve mutual success in the years to come. This Partner Program Guide is effective November 1, 2016, and supplements any validly executed contract between Lifesize Inc. and a partner effective on or after the effective date of this guide. In the event of a conflict between this guide and any such contract, the terms and conditions of the applicable contract shall control. For the avoidance of doubt, nothing in this guide shall be deemed to modify or amend a contract between Lifesize and a partner. Unless otherwise expressly agreed in writing by Lifesize, the program terms described in this guide do not apply to any transaction made pursuant to a contract between Lifesize and a partner with an effective date preceding November 1, 2016.
Lifesize Reseller Categories By participating in Lifesize’s Partner Program, a select network of resellers are able to partner with Lifesize to effectively market, sell, install, configure and support Lifesize products and solutions. Each Lifesize partner will also have the opportunity to earn potentially lucrative benefits available under one of four partnership categories: Gold, Silver, Bronze and Affiliate.
GOLD, SILVER AND BRONZE PARTNERS Each Gold, Silver and Bronze Partner must be capable of selling and servicing the Lifesize application subscription services to Enterprise customers. While Lifesize permits a limited number of Gold Partners to purchase products and services directly from Lifesize, all other resellers must purchase products from a Lifesize distributor who will determine the reseller’s discount level and other benefits. In addition, each Gold, Silver and Bronze Partner will receive a personalized URL (PURL) for Lifesize application trials, access to Lifesize-generated sales opportunities, and access to the Lifesize Partner Community and Partner Portal. Gold Partners who purchase directly from Lifesize must enter into a direct Reseller Agreement with Lifesize. All other partners must complete the Lifesize reseller registration process on the Lifesize website, including selecting a distributor through which it will purchase Lifesize products and agreeing to promote Lifesize products and services to customers. AFFILIATE RESELLER The Affiliate Reseller category is available for resellers who are new to Lifesize and are interested in establishing a potential partnership. An Affiliate Reseller does not have to complete the registration process through Lifesize’s website and is not required to purchase demonstration equipment or complete technical training or sales training for its employees. An Affiliate Reseller’s status is based entirely on its relationship with its distributor. Accordingly, an Affiliate Reseller is not eligible to participate in benefits available to other partners, other than as provided by the distributor.
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Partner Program Benefits Lifesize’s success is inextricably linked to the growth and success of our partners. To ensure all parties’ mutual success, Lifesize offers an unmatched level of benefits to partners, as shown in the table below. Please note that the discounts vary based on partner category.
Distributor
Gold - Direct
Gold - Indirect
Silver
Bronze
Affiliate
Access to Lifesize Portfolio of Products and Services
Lifesize Application Demonstration Account (up to 25 registered users)
–
–
Lifesize Application Demonstration Account (up to 10 registered users)
–
–
–
–
–
Standard Discount Level
Per Contract
Per Contract
Per Distributor
Per Distributor
Per Distributor
Per Distributor
Additional Opportunity Registration (ORN) Discount
Per Contract
Per Contract
Per Distributor
Per Distributor
Per Distributor
–
Standard Volume Incentive Rebate (VIR)
Per Contract
–
Per Distributor
Per Distributor
Per Distributor
–
Net New ARR Volume Incentive Rebate (VIR)
Per Contract
Per Contract
Per Distributor
Per Distributor
Per Distributor
–
Prompt Payment Discount
Per Contract
Per Contract
Per Distributor
Per Distributor
Per Distributor
Per Distributor
Lifesize Presales Support
Per Distributor
Per Distributor
Per Distributor
Per Distributor
Partner Advisory Council
By Invitation
By Invitation
By Invitation
–
–
–
Personalized URL for Lifesize Application Trial Accounts
–
Partner Portal Access
–
Lifesize Partner Community Access
–
Joint Business Planning
By Invitation
By Invitation
–
–
–
2% of Net Purchases (excluding Legacy Products)
2% of Net Purchases (excluding Legacy Products)
Per Distributor
Per Distributor
Per Distributor
–
Per Lifesize’s discretion
Per Lifesize’s discretion
Per Distributor
Per Distributor
Per Distributor
–
–
–
–
CO-OP accrual, provided the channel partner acheives at least $75,000 Quarterly Net Purchases (excluding Legacy Products) Marketing Development Funds (MDF) Qualified Lifesize Leads
Benefit Definitions ACCESS TO LIFESIZE PORTFOLIO Each partner has complete access to sell the entire Lifesize product portfolio.
ELIGIBILITY In order to qualify for an additional ORN discount, the following conditions must be met:
LIFESIZE DEMONSTRATION PROGRAM Lifesize will provide a 25-user Lifesize application demonstration account to each distributor, Gold Partner and Silver Partner and a 10-user Lifesize application demonstration account to each Bronze Partner at no expense to the partner. Registered users of a Lifesize demonstration account must be limited to a partner’s internal staff members only. A partner may purchase an upgrade to add users to its Lifesize demonstration account if needed. Please contact
[email protected] to request a Lifesize application demonstration account or to discuss upgrading an existing Lifesize demonstration account.
• The partner must validly register the sales opportunity through the Partner Portal before any sales transaction occurs and must include the specific products and quantities of each associated with such opportunity upon registration. Such forecast quantities and products must match the ORN at the time that the sales opportunity is marked as closed/won in the Partner Portal.
In addition, Lifesize provides partners with significant discounts on demonstration equipment, as described on page 8. PRODUCT DISCOUNTS Standard discounts vary by partner categories. Each distributor and direct Gold Partner will receive the standard discount specified in its contract with Lifesize. Each indirect Gold, Silver and Bronze Partner will receive the discount determined by its respective distributor in accordance with the Partner Program guidelines. ASSURANCE MAINTENANCE SERVICES (AMS) Assurance Maintenance Services are available for each partner to sell at the applicable standard discount rate. For more information regarding AMS, please see page 12.
• The partner must be the first to register a particular sales opportunity. • Upon review and approval of the registered opportunity, Lifesize will issue an ORN to the participating partners (including the distributor and indirect reseller, if applicable) for the products specified in the registration. The ORN must be stated on the purchase order submitted to Lifesize at the time the opportunity is won. • The participating partners must communicate the sales opportunity to the designated Lifesize sales representative, schedule a sales call with a representative of the End User and invite the Lifesize sales representative to such meeting at the time of the registration. • Sales opportunities generated by Lifesize are not eligible for an ORN discount. • Registered sales opportunities must close and ship within 120 days of the registration date in order to be eligible to receive the additional ORN discount. • Additional ORN discounts are not available to partners based in APAC or Brazil.
LIFESIZE PRESALES SUPPORT Lifesize provides presales support to Gold Partners for registered opportunities involving an Enterprise-level Lifesize account. Presales support is also available for registered opportunities involving a Premium-level Lifesize account on a case-by-case basis. Each Silver, Bronze and Affiliate Partner receives presales support, if any, exclusively from its distributor.
• Opportunity registration is not available on purchases of demonstration equipment or upgrades of a partner’s demonstration Lifesize application account.
PARTNER ADVISORY COUNCIL Lifesize will regularly coordinate and convene a representative council of Lifesize distributors and Gold Partners to solicit input, brainstorm collective ideas about expansion opportunities, develop responses to competitive threats, engage in roadmap discussions, discuss best practices for customer success, provide feedback and celebrate mutual success.
LIMITATIONS OF PROGRAM This program may not be used in conjunction with any other Lifesize promotional pricing or nonstandard pricing. If a partner fails to comply with any of the opportunity registration requirements or if a partner marks an opportunity “closed” in the Partner Portal prior to submitting a purchase order with the applicable ORN, then Lifesize may, at its sole discretion, revoke the opportunity registration and deny the additional ORN discount. Lifesize may bid the applicable sales opportunity itself or refer it to another partner.
OPPORTUNITY REGISTRATION PROGRAM Partners in certain regions of the world may earn an additional discount off USD list prices for registered sales opportunities.
• Equipment purchased by a partner and held in inventory for resale is eligible for the applicable ORN discount, if any, in effect as of the date on which such equipment is purchased from Lifesize.
Registered sales opportunities that meet the qualification requirements will receive an Opportunity Registration Number (ORN) representing an additional discount that may be used at the time of purchase. In addition, Lifesize will provide sales support only to partners who have registered an opportunity.
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Partner Program Requirements Lifesize assigns a reseller to a category based on Lifesize’s assessment of its ability to comply with program requirements. Requirement descriptions are provided in the following pages. Distributor
Gold - Direct
Gold - Indirect
Silver
Bronze
Affiliate
Basis of Partnership Status US
Partnership status Partnership status based on direct contract based on direct contract with Lifesize with Lifesize
Partnership status based on achieving annual Net New ARR target https://community.lifesize.com/docs/DOC-3431
Partnership status based on relationship with distributor
Basis of Partnership Status EMEA, APAC, Canada and LATAM
Partnership status Partnership status based on direct contract based on direct contract with Lifesize with Lifesize
Partnership status based on achieving annual Net New ARR target https://community.lifesize.com/docs/DOC-3432
Partnership status based on relationship with distributor
Direct Contract with Lifesize Required
–
–
–
–
Assurance Maintenance Services Required
–
Per Contract
Per Contract
Per Distributor
Per Distributor
Per Distributor
–
Product Manager/ Account Administrator
1
–
–
–
–
–
Demonstration Specialist
1
1
1
1
–
–
Lifesize Certified Sales Specialist
2
2
2
2
1
–
Lifesize Certified Technical Specialist
2
2
2
2
1
–
Demonstration Equipment Purchase Requirement
Per Contract
4 Icons
4 Icons
3 Icons
2 Icons
–
Lifesize Branding on Partner Website
–
Customer Data Reporting
–
–
–
–
Forecasting
–
–
–
Business Plan
–
–
–
Marketing Plan
–
–
–
Lifesize Application Subscription Automatic Renewal Process
ELIGIBILITY Each Gold, Silver and Bronze Partner is eligible to participate in this program as long as it meets the requirements applicable to its reseller category, including meeting Net New Annual Recurring Revenue requirements and completing all technical and sales certifications. Assigning, changing or discontinuing a reseller’s category status is done at the sole discretion of Lifesize. MINIMUM NET NEW ANNUAL RECURRING REVENUE (ARR) VOLUMES APPLICABLE TO SALES OF THE LIFESIZE APPLICATION SUBSCRIPTION SERVICES Each reseller must achieve the applicable Net New ARR targets applicable to sales of the Lifesize cloud-based application subscription services as specified herein or demonstrate meaningful progress toward achieving such targets with verifiable sales prospects that would enable the reseller to obtain such sales volume on an annual basis, as determined by Lifesize at its sole discretion. INDIRECT RESELLER TERMS AND CONDITIONS Each reseller purchasing through a distributor must agree to comply with the Lifesize Indirect Reseller Terms and Conditions available on the Lifesize website under the “Become a Partner” link provided below or as otherwise made available by Lifesize. In addition, each such reseller must complete and submit the Lifesize Partner Application Form. Upon completing the registration process and receiving Lifesize’s approval to participate in the Lifesize Partner Program, an applicant will be contacted by a representative from the selected distributor to complete any further onboarding required by such distributor. “Become a Partner” Link: https://www.lifesize.com/en/partners/channel-partners/become-achannel-partner ASSURANCE MAINTENANCE SERVICES (AMS) Partners must include AMS on all purchase orders for new equipment sold to a customer. In addition, any equipment that a customer has paired to the Lifesize application subscription services must also maintain AMS while the equipment remains paired to such application account. Gold and Silver Partners may offer Partner Assurance Maintenance Services (PAMS) on Lifesize Legacy Products only. (Please see details on page 12.) LIFESIZE SALES SPECIALIST (LSS) CERTIFICATION Each Gold, Silver and Bronze Partner must maintain a Lifesize Sales Specialist certification. Please contact a distributor or the Lifesize Partner Team for more information on LSS classes. LIFESIZE TECHNICAL SPECIALIST (LTS) CERTIFICATION Each Gold, Silver and Bronze Partner must maintain a Lifesize Technical Specialist certification. This certification is offered as a free, self-paced course with a final examination on the Lifesize Partner Community.
DEMONSTRATION EQUIPMENT PURCHASE Each Gold, Silver and Bronze Partner must purchase demonstration equipment for its demonstration sites. Lifesize offers partners significant discounts on demonstration equipment. Lifesize may update demonstration equipment requirements periodically to ensure that the latest products are being represented. Demonstration equipment pricing is provided on the Lifesize price list available on the Lifesize Online Resources page or through a distributor. Under no circumstances may a partner resell demonstration equipment for a period of 12 months from the date of purchase. WEBSITE Each Gold, Silver and Bronze Partner must feature Lifesize on its websites and must comply with all applicable branding guidelines provided by Lifesize. More details can be found in the Lifesize Partner Marketing Brochure. Partner Marketing Brochure https://community.lifesize.com/docs/DOC-3326 CUSTOMER DATA Each partner must provide customer data when placing a purchase order with either Lifesize or a distributor, as applicable. Such reports must include the serial number of any equipment purchased; sale date; and the customer’s name, location, contact name, email address and phone number. In addition, distributors must report the reseller’s name and any other requested identification information. Partners should also specify the program discounts applicable to the purchase and the AMS start and end dates on the purchase order and submit this information to the Partner Portal in order to establish the appropriate terms for both AMS and the standard warranty period applicable to the products purchased. A partner’s failure to report sales-out data will result in inconsistent service coverage dates and difficulty in receiving Return Merchandise Authorization (RMA) support, if applicable. In the event Lifesize receives purchase orders with incomplete sales-out data, Lifesize reserves the right to request and receive customer records from partners and customers. FORECASTING Each Gold, Silver and Bronze Partner is required to provide accurate sales forecast data in the Partner Portal and keep its Lifesize Regional Sales Managers informed about its forecasts on a quarterly basis. BUSINESS PLAN Each distributor and a select number of Gold Partners will work with Lifesize’s channel partner team to develop an annual strategic plan, which will include details relating to business development, marketing plans and customer success initiatives. These plans will be developed and implemented at the beginning of Lifesize’s fiscal year and will be subject to regular performance reviews.
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Partner Marketing Benefits Distributor
Gold - Direct
Gold - Indirect
Silver
Bronze
Affiliate
Partner Accreditation Web Logo
–
Partner Accreditation Letter
–
Partner Accreditation Plaque
–
–
–
Partner Accreditation Certificate
–
Access to Marketing Assets through Lifesize Partner Community
–
Marketing Consulting through Distributor
–
–
–
–
Marketing Consulting with Lifesize
–
–
–
Access to Lifesize Merchandise Webshop
–
75%
75%
75%
50%
10%
–
–
Discount on Webshop Purchases Lifesize Marketing Services
MARKETING MATERIAL Lifesize provides marketing materials for partners to successfully market Lifesize products and services, including product datasheets, logos and images files, competitive market analyses, etc. All marketing materials are available through the Lifesize Partner Community, which is available to all partners. MARKETING CONSULTING To ensure consistency with Lifesize’s marketing strategy, Lifesize offers regular marketing consultation to distributors and Gold Partners through meetings and webinars. During the consultations, Lifesize and the participating partners review executed marketing activities (results vs. expectations), plan future marketing strategies, share best practices and introduce new marketing campaigns and initiatives. Distributors consult with and support each of their respective Silver and Bronze Partners regarding marketing activities. In addition, a Silver Partner may be eligible to consult with Lifesize’s marketing team on a case-by-case basis.
LIFESIZE MERCHANDISE WEBSHOP Lifesize offers partners various marketing merchandise (such as give-aways, roll-up banners, printed collateral, etc.) that is available for purchase. Lifesize offers discounts based on each partner category. Distributors and Gold Partners receive a 75% discount, Silver Partners receive a 50% discount and Bronze Partners receive a 10% discount. Such discounts only apply to the marketing merchandise purchased directly from Lifesize. Distributors and direct Gold Partners may also use Co-op funds to pay for such purchases and associated shipping charges. EMEA Webshop https://www.lifesize-shop.com/ AMR Webshop https://lifesize.storebloxcs.com/cl/Partner-Co-Branding/1286 APAC - Please send your request to
[email protected] for more information LIFESIZE MARKETING SERVICES Regardless of a partner’s category, each partner may participate in marketing campaigns created and executed by Lifesize for the purpose of increasing lead generation. Each participating partner has the opportunity to benefit from a full-service campaign execution, with Lifesize providing all creative work and campaign planning. The costs for participation in such campaigns are affordable. Distributors and direct Gold Partners may use Co-op funds for up to 50% of such costs.
Partner Marketing Requirements MARKETING PLAN As noted above, each distributor, Gold Partner and Silver Partner will complete a marketing plan that will be used to support requests for Cooperative Funds (Co-op) or Marketing Development Funds (MDF), as applicable. Marketing plans must include summaries of specific marketing activities, estimated costs and an anticipated return on investment, as well as pre- and postmarketing efforts and any specific requests for Lifesize marketing support. Each partner should submit its marketing plan to Lifesize for approval at least one week prior to the beginning of each quarter.
COOPERATIVE FUNDS (CO-OP) AND MARKETING DEVELOPMENT FUNDS (MDF) Each distributor and direct Gold Partner (i.e., a Gold Partner that purchases directly from Lifesize instead of from a distributor) that has achieved at least USD $75,000 of Net Purchases of the Lifesize application products during Lifesize’s fiscal quarter shall earn Co-op funds totaling 2% of such Net Purchases. Net Purchases of Legacy Products do not accrue Co-op funds. Co-op funds accrue monthly and remain eligible for redemption for six months after the date on which they were earned.
The purpose of Lifesize’s partner marketing program is to enhance market development by promoting marketing activities that are demonstrated to be effective using simplified proof-of-performance practices.
If a distributor or direct Gold Partner has insufficient Co-op funds to redeem for a planned marketing event, it can request MDF to cover the deficit. The amount of MDF approved for such an event will depend on the nature of the event and expected results. Such determination and approval will be made by Lifesize at its sole discretion. As Co-op funds expire six months after being earned, each partner must carefully plan and time marketing events in order to utilize such funds. In addition, each indirect Gold, Silver and Bronze Partner may be able to access marketing contributions from its respective distributor’s Co-op funds and/or MDF. For additional instructions on how to submit Co-op requests and claims, please see the Partner Marketing Brochure.
MARKETING ACTIVITIES In order to ensure continued growth, each partner must continuously invest time in lead generation to develop and expand its sales pipeline. Lifesize expects each Gold Partner to plan and execute at least two marketing activities per quarter and each Silver Partner to plan and execute at least one marketing activity per quarter. For more information about the types of marketing activities that are eligible for MDF contributions from Lifesize, please see the Lifesize Partner Marketing Brochure.
Partner Marketing Brochure https://community.lifesize.com/docs/DOC-3326
Partner Marketing Brochure https://community.lifesize.com/docs/DOC-3326 LEAD GENERATION AND OPPORTUNITY CREATION As noted above, marketing activities are a good way to generate new leads and grow a partner’s sales pipeline. In order to maintain a sustainable pipeline, Lifesize recommends that Gold Partners invest in marketing activities that are reasonably expected to generate 30 new leads each quarter. After registering each new lead in the Partner Portal and labeling it as a “Joint Marketing effort with Lifesize,” partners should work to convert at least 30% of new leads into qualified opportunities, which should then result in closed sales.
Lifesize Partner Program | 10
Lifesize Online Resources Each Gold, Silver and Bronze Partner may access various tools within the Lifesize Online Resources to effectively manage its partnership with Lifesize. PARTNER PORTAL The Partner Portal provides access to the following service and support tools (some access may be dependent upon partner category):
LIFESIZE PARTNER COMMUNITY The Lifesize Partner Community is the ideal place to collaborate with other members of Lifesize’s global partner network. In the Lifesize Partner Community, partners will find lively discussions about Lifesize products, services, events and activities. Information regarding the following service and support tools is available in the Lifesize Partner Community: • Marketing materials
• Technical support services — create and monitor support tickets
• Social media content
• Solutions finder
• Competitive documentation
• Return Merchandise Authorization (RMA)
• Product documentation
• Campaign showroom
• Price information
• Opportunity registration
• Training videos
• Ordering Lifesize application subscription services
• Calendars on upcoming events and trainings
• Exporting reports
• Release notes
In order to obtain access to the Partner Portal, please provide the following information to
[email protected]: full name, company, job title, phone number and email address. Please be aware that a Partner Portal account may be disabled after 90 days of inactivity.
• Lifesize tech notes • Posted questions and comments • Sales and technical certification training • Ability to submit new feature requests • Collaboration with industry peers, global partners and Lifesize employees
Assurance Maintenance Services (AMS) Assurance Maintenance Services provide a comprehensive set of warranties, maintenance and technical support services that allow customers to extend the life of Lifesize equipment. It is mandatory that every partner includes at least one year of AMS on all purchase orders for any new Lifesize equipment sold to a customer. In addition, for those products paired with Lifesize application subscription services, AMS is required for as long as such product remains paired with the applicable Lifesize account. AMS cannot be sold for terms lasting beyond the End of Life (EOL) of any Lifesize product. LIFESIZE ASSURANCE MAINTENANCE SERVICES (LAMS) LAMS is the only AMS available for Lifesize cloudbased products. Available to all partner levels, LAMS provides Lifesize support consisting of Tier 1–3 technical phone support (excludes on-site services), software updates and upgrades if and when available, advance replacement services for warranty claims (only on certain LAMS items) and an extended hardware warranty (only on certain LAMS items), and it is provided to partners at the standard discount level. Please note that LAMS excluding advance replacement services and extended warranties can also be purchased for products after their first year of service.
PARTNER ASSURANCE MAINTENANCE SERVICES (PAMS) PAMS is available to Gold and Silver Partners only and requires that they have the specified knowledge and staff to provide direct customer support on Legacy Products. In addition, PAMS is only available on Lifesize Legacy Products as noted in the master price list. Because PAMS are only available for Legacy Products, only partners who are currently certified will be able to offer PAMS. New PAMS certifications are no longer available. SERVICE CONTRACT MANAGEMENT In a transaction involving the sale of an AMS agreement, the relationship is between the partner and its customer. Unless otherwise specified in the applicable agreement, the partner is responsible for providing the quote, obtaining the purchase order and delivering the AMS agreement to the customer. Service delivery requirements for LAMS are fulfilled by Lifesize, and those for PAMS are fulfilled by the partner. AMS POLICIES For the full terms and conditions applicable to AMS, please review the official policies available at: https://community.lifesize.com/docs/DOC-3149 https://community.lifesize.com/docs/DOC-3125 https://community.lifesize.com/docs/DOC-3420
Lifesize Partner Program | 12
Partner Program FAQ Q: How do I become a Silver or Gold Partner if I am currently a Bronze or Affiliate Partner? A: Indirect Gold, Silver, Bronze and Affiliate Resellers can move up and down within the reseller categories mentioned on page 4 in this guide. In order to advance, a reseller must meet the requirements applicable to the higher reseller level, including achieving the Net New ARR, lead generation and lead conversion targets corresponding to such category. Once achieved, a reseller should contact the Lifesize Program Team by emailing
[email protected]. After Lifesize reviews the information provided, Lifesize may, at its discretion, elevate the reseller to the appropriate partnership category. Lifesize may conduct performance reviews of a reseller semiannually to determine whether an adjustment in a reseller’s partnership category is appropriate. If a reseller is overachieving at its current level, Lifesize may elevate its status as applicable. If a reseller is underperforming at its current level, then Lifesize may reduce its status. Assigning, changing or discontinuing a reseller’s level is done at the sole discretion of Lifesize. Q: Why are retention targets so important? A: In any SaaS or subscription-based industry, retaining and expanding the customer base is a key factor in the overall success of the business. A modest increase in retention (also called churn reduction) compounds over time because the customers that renew year after year tend to grow, spend more and refer others to the service. Retention requires setting the right expectations in the sales phase, helping customers realize the value of Lifesize’s products and services and keeping them happy throughout the term of their Lifesize subscription. Many studies have shown that low churn is a leading indicator of a SaaS business’s success, and companies with higher customer retention and expansion rates and lower churn rates are valued more highly in the public markets. If customers continue to renew their Lifesize subscriptions, they will help earn new customers and will buy upgrades and additional product offerings. Q: What does it mean to be a Bronze Partner? A: A Bronze Partner is currently meeting or is on track to meet all the program requirements at the Bronze level as defined in this Partner Program Guide. Q: How will Lifesize assign my company a partner category level when we first enter the Partner Program? A: A new reseller will be assigned a reseller level based on Lifesize’s assessment of its ability to meet the applicable program requirements currently or in the near future. Lifesize and its distributors will continue to track a reseller’s success in meeting targets relating to Net New ARR, lead generation, lead conversion and other Partner Program requirements. The reseller must continually meet the applicable standards in order to maintain the assigned reseller level.
Q: What happens if my company doesn’t meet the Net New ARR requirement applicable to our reseller level? How will we know if we do not meet the requirements? A: Each direct Gold Partner’s performance is reviewed by Lifesize on a quarterly basis to evaluate whether it is achieving its Net New ARR and other program requirements. Distributors will perform the same review for the resellers that purchase from them. Resellers should also maintain their own sales records in the event of a dispute. If a reseller does not meet the requirement in a particular quarter, Lifesize will take into account the reseller’s sales funnel. If the sales funnel is expanding but current quarter sales are lacking, the reseller may maintain its current partner classification. If both the revenue and sales funnel are in decline, Lifesize may change the reseller’s level as it deems appropriate under the circumstances. Lifesize will provide resellers with access to periodic reports and information regarding their performance in the Partner Program. Q: How is a reseller’s Net New ARR requirement measured? A: Please review the definition of Net New ARR in the glossary provided at the end of this guide. Q: My business group has several international subsidiaries. Does every location need to comply with the Lifesize Partner Program requirements? A: Every subsidiary must comply with the certification and demonstration equipment purchase requirements as described herein. Lifesize views the entire group of subsidiaries as one company. As long as the Net New ARR requirement is achieved by the company as a group, all subsidiaries will qualify for program benefits at the same reseller level. Q: How do I register for the Partner Portal? A: Once a new partner has completed Lifesize’s onboarding process and purchased the required demonstration equipment, the new partner’s representative may register for Partner Portal access by sending an email to
[email protected]. A login address will be assigned within 24 hours.
Lifesize Cloud-Based Application FAQ Q: Which partners receive a free Lifesize cloud application demonstration account? A: Lifesize provides a free Lifesize application demonstration account for up to 25 internal users to each distributor, Gold Partner and Silver Partner. Each Bronze Partner will receive a free application demonstration account for up to 10 internal users. A partner may purchase an upgrade to add users to the demonstration account if needed. Each partner must designate one dedicated administrator to manage its Lifesize demonstration account. Q: How do I access my Lifesize demonstration account? A: A Lifesize Regional Sales Representative will help a partner who needs access to its Lifesize application demonstration account. Partners may also contact
[email protected] to obtain information. Once the partner’s designated administrator completes the Lifesize application installation process, he or she can register up to 10 or 25 users to the demonstration account, depending on the applicable partnership status. Registered users will receive invitation notifications directly from the account administrator and should confirm their account registrations within 48 hours of receiving notification. Q: How do I get a personalized URL (PURL) to sign up customers for a Lifesize trial account? A: Each partner (other than Affiliate Resellers) qualifies for a PURL and will receive it in an email from Lifesize after completing the new partner onboarding process. The PURL will also be available on the Partner Portal. A partner can distribute the PURL to its customer base as well as embed it in its website. For further information regarding a PURL, please contact
[email protected]. Q: Why is this PURL important? A: If a customer signs up for a Lifesize application trial account through a partner’s PURL, the sales opportunity will be assigned to that partner. Q: How long before the Lifesize trial account expires? A: The trial account is valid for 14 days.
Q: Can I register leads through the Partner Portal? A: Yes, if a partner has Partner Portal access, it can manually register sales opportunities that it generates. Q: How do I order Lifesize application subscription services? A: All Lifesize application orders should be submitted to Lifesize’s order management department via the Partner Portal or other method permitted by Lifesize. If you are an indirect reseller, your distributor will place the order for you. Any purchase order submitted by a partner or any of its personnel is considered a valid purchase order authorized by the partner. Q: How do I manage renewals of Lifesize subscription services? A: Lifesize application subscriptions generally occur in annual increments. Unless the distributor, reseller or customer notifies Lifesize at least thirty (30) days prior to the subscription’s expiration date, the subscription will be automatically renewed by Lifesize and the partners participating in the transaction will be invoiced accordingly for such renewal. Lifesize will notify the partners multiple times in advance of a pending renewal. Q: Do partners participate in Lifesize renewals and upgrades? A: Partners participate in all aspects of a Lifesize application sales opportunity and any follow-up transactions — including the initial sale, upgrade and renewals. Partners may also increase the sales value by adding Lifesize Icon video systems to sales of the Lifesize cloud-based application. Q: How do I order an upgrade or renewal to an existing Lifesize application account? A: Lifesize application upgrades (including expansions) and renewals can be ordered through the Partner Portal by adding a new Lifesize quote to the existing opportunity. Expansions will be co-termed with the same end date as the existing Lifesize subscription term. If a renewal is not separately ordered, it will be automatically invoiced as described above unless Lifesize receives notice from the partners at least 30 days prior to the end of the current term that the Lifesize application account will be not be renewed.
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Glossary Annual Recurring Revenue (ARR) – Annual Recurring Revenue is a key metric used by SaaS or subscription-based businesses to measure at any given time the sum of the amounts of revenue that each active outstanding subscription will generate over a 12-month period, assuming no cancellations. Cloud Products – All Lifesize products that are not Legacy Products. Such products include cloud subscription, the cornerstone of Lifesize’s SaaS offering, the Icon series of hardware devices, Video Center software and all the associated AMS and other services. All new products introduced by Lifesize will be Cloud Products. Customers or End Users – The terms “Customers” and “End Users” both refer to individuals or entities that purchase and license the products for their own internal business use and not for further resale or distribution. Legacy Products – Products that have been through End of Sale or End of Life or are being phased out because of various business considerations or product and/ or engineering development constraints. Examples of such Legacy Products include the Room, Team, Express series of hardware devices; the hardware and software relating to on-premise infrastructure solutions and devices such as the UVC Platform; and all of the AMS and other services associated with such products. Lifesize Application, Lifesize Cloud-Based Application Subscription Services or Lifesize Application Subscription Services – These refer to the “Lifesize Cloud” product as referenced in direct partner contracts or indirect reseller Terms and Conditions. It is the collection of cloud-based applications and tools that enable communications via audio, web and video conferencing and other services that are accessible through the Lifesize Platform, including but not limited to the functionality, text, data, information, documentation, content, materials, software and graphics contained or provided or made available in any form or media, as well as all updates, enhancements and modifications thereto, that are available for purchase and resale by a partner pursuant to the Partner Program.
Lifesize Online Resources – The online resources and information made available by Lifesize to partners from time to time, including, without limitation, the Partner Program Guide, the Partner Portal, Lifesize Partner Community and the Lifesize Site. Lifesize Partner Community – The restricted-access space on Lifesize’s Community website located at the URL https://community.lifesize.com (or such other URL addresses designated by Lifesize from time to time) where Lifesize’s partners may access confidential, nonpublic information relating to the Partner Program. Lifesize Platform – Lifesize’s proprietary technology platform that operates and enables the Lifesize cloud-based subscription services.
Lifesize Site – The website maintained by Lifesize located at the URL www.lifesize.com (or such other URL addresses designated by Lifesize from time to time) and related Lifesize websites and pages. Net New ARR – Net New ARR is calculated as follows for a specified time period: • The Sum of: • The annual value of Lifesize application subscriptions from new End Users purchased by a partner from Lifesize (or, in the case of an indirect reseller, from a distributor) during such time period, PLUS • The incremental changes in the annual value of Lifesize application subscriptions from an existing End User purchased by a partner from Lifesize during such period (including, without limitation, changes relating to expansions, upgrades and price adjustments). • Less: • Churn: The annual value of Lifesize application subscriptions of existing End Users purchased previously by a partner from Lifesize (or, in the case of an indirect reseller, from a distributor) that expired or terminated during the quarter and were not renewed. For purposes of the Net New ARR calculation above, annual value refers to the net purchase price paid by a distributor or direct Gold Partner to Lifesize for such Lifesize application subscription. In the case of an indirect reseller, the annual value refers to the net purchase price received by Lifesize for such Lifesize application subscriptions regardless of the price paid by such reseller to the distributor. For purposes of clarity, multiyear Lifesize application subscriptions do not increase Net New ARR and may slightly reduce it due to embedded discounts in multiyear subscription plans. In addition, renewals do not create Net New ARR, but a failure to secure a renewal creates churn, which reduces Net New ARR. Net Purchases of Lifesize Cloud-Based Products – A partner’s aggregate purchases of Lifesize cloud-based products (including any upgraded or expanded Lifesize application subscriptions) during the applicable period of time less any applicable discounts, credits, rebates or other reductions related to such purchases. Partner Portal – The online CRM platform maintained by Lifesize through which partners may access information and tools in connection with the Partner Program. Lifesize currently uses Salesforce as its Partner Portal. Quarterly Periods – Any reference in this guide to a “quarter” or a “quarterly” period of time is a reference to Lifesize’s fiscal quarter and not the calendar quarter. Lifesize’s fiscal year begins on February 1 each year and ends on January 31 the following calendar year. Accordingly, Lifesize’s fiscal quarters end on the following dates: • First quarter: April 30 • Second quarter: July 31 • Third quarter: October 31 • Fourth quarter: January 31
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