Overview of Solution Partner - ChatShipper collaboration
This is to clarify the division of responsibilities between ChatShipper and it´s Solution partners. In ohter words. This is how CS and Solution Providers collaborate.
Partner / Reseller
User licences / Pricing transparent on Website
Choose own pricing
Define value adding Services
Add-ons (like Video Chat)
Choose own pricing
Botstore (2-sided marketplace)
Invoices Reseller (*1)
Invoices Client (End-Users)
Client (End-user) Support
1st line support End users
Provides Support bot (End-user)
Support in CS
Provide User onboarding bot (end user)
Partner skill development
Provides Training / Certification on:
Actively reference help-docs
Release communication to end users
Reseller pre-release notification (major features)
Provides Partners insight to High Level Roadmap
Can suggest projects
Automated incident reporting system
In-app notification (to online users)
Outage communication (via email to all registered users)
(*1) Counts from CS Metrics API are leading
(*2) CS practices: Continuous Integration / Continuous Deployment.
ChatShipper is licensed directly to the end-customers per our standard terms. The agreement is concluded in the Chatshipper online environment. The legal contract for the use of the ChatShipper solution is therefore between Chatshipper and the end-customer. The contract for the Services in relation to the Chatshipper solution are provided by the Solution Partner (or MCC.). For this purpose Solution Partner enters into a contract with an end customer for the provision of services. There are therefore 2 contracts for each end customer.
ChatShipper will provide Solution Partners with 1 or multiple ways to allow Customers to signup and agree to CS-terms (e.g. co-branded signup-form / bot conversation)).
This is very similar to the Microsoft situation where the license to use the end product (e.g. 365) is between the end customer and Microsoft but the end customer may opt to use an accredited service provider to help them with implementation etc.
This means that we do not offer a white label solution and that any further branding of our solution is not something we offer, but you are of course free to offer services, invoices and contracts using your own branding.
As per the previous, our relationship with Solution Partners is often two-fold. The partnership agreement covers our relationship with your as a Service Provider to our solution. Any use of the solution by the Solution Provider will be subject to the license agreement (contracted / purchased online on the ChatShipper website.
What may be good to clarify though is that we do not work with exclusive territories or any preferred partnerships. All of our partner the the contractual right to be active anywhere they desire. So our Solution Partner agreement does not allow us to enter into any exclusive deal for any territory.
The above basic principles are the core of our business model so you will appreciate that in order to offer a scalable solution to all of our customers, we cannot deviate from these.