Partner Connect FAQs

1. Does the contract exist between us and the customer or between the partner and the customer?

When a customer books a partner's service through your portal, the contract is established directly between the partner and the customer. Your platform facilitates the booking, but you are not a contractual party. This means that all contractual obligations, including service delivery, liability, and billing, are handled between the partner and the customer.

2. How can the partner’s Terms & Conditions and Privacy Policy be displayed

Partners can display their Terms & Conditions and Privacy Policy during the ordering process. In the Approval Hints section of the Company Profile, partners can add a notice containing a link to their Terms & Conditions. Additionally, it is possible to require customers to actively confirm these terms before completing their order.

3. Where do service requests for partner services go?

When a customer creates a support ticket, the handling depends on the type of request:

• General support cases or service-related issues are handled through your ticketing system.
• Integrated actions like cancellations or service replacements are directly forwarded to the partner, as they are tied to service provisioning.

This setup ensures that general inquiries are managed within your system, while specific service-related actions are processed directly by the partner.

4. What access does the partner have to provided services and customer inventory?

The partner can only view the services they provide. They do not have access to the customer’s full inventory or services from other providers. Additionally, partners can only see basic customer information, such as company name, billing address, and other relevant details needed for billing and service provisioning.

5. How is the billing for partner services handled?

Billing is generally handled directly between the partner and the customer. The partner issues the invoice to the customer, and payment is made directly between these two parties.