New Partner Playbook Getting Started with Intermedia Unite

General Overview

Welcome to Intermedia, we are excited you have joined our partner program. Intermedia supplies our partners with wholesale unified communications, collaboration and contact center services. Our partners then sell the services under your brand and Intermedia supports you.
As a partner, you own the customer relationship and are responsible for the sales, first level support and billing of the customer. You set a baseline price for the services and have the ability to adjust prices on a deal by deal basis.
Our job at Intermedia is to provide the best services, reliability, support and the tools you need to be successful.

Intermedia also provides:

  • Online tools for quoting, ordering and provisioning
  • Online tools for sales support, customer support, billing and technical support.
  • Assistance with calculating all telecom taxes
  • People to assist with presales, sales, onboarding, support and billing
  • Online training for sales, sales support, tech support and billing along with a detailed knowledge base that can be used internally and externally
  • Re-brandable marketing collateral, videos and sales readiness documentation.

Accessing Intermedia Portals

Intermedia offers several online portals to assist partners with all aspect of service delivery from sales and support educations, marketing assistance, ordering service and billing.

Where to log in?What is it?Who’s it for?How to get credentials?

Control Panel

https://cp.serverdata.net/

Purchase, configure and manage services for end customers End customer administrators or partners managing services on behalf of the customer Can be accessed through Partner Portal or using administrator login and password specified during setup

Partner Portal

https://cp.serverdata.net/Portal/Partner/Login

Manage branding, pricing and billing; quote, create and manage customer accounts Partner Administrators Credentials specified during Partner account creation

Sales Portal

https://partnersales.intermedia.net/

Access marketing information and collateral Partner Sales Team Can be accessed through Partner Portal or using credentials provided by Partner Administrator

Intermedia University

https://cp.serverdata.net/Portal/Partner/Login

 

Access product information and training Partner Sales Team Access through Partner Portal ‣ Home Page ‣ Intermedia University

Marketing

Who this section is for: Marketing Managers

This section of the playbook will guide you to the marketing collateral, messaging and other assets ready for you to simply add your brand to and begin promoting your new UC service. Our job is to make it easy for you to start marketing as quickly as possible and give you the help you need to be successful. Arm your sales teams, drive demand and educate your customers with our re-brandable marketing material.

Our Partner Sales Portal is full of the content you need:

Rebrand able sales collateral

From sales leave-behinds to feature specific sheet to business application collateral we have what your sales team needs

Pre-built marketing campaigns

Ready for you to send to your email list, just add your brand or specific language to our pre-built emails and  kick of a campaign to drive awareness and leads

Video content

Use our ready-to-go videos in your marketing and on your website

Website content and assets

We provide text and a library of images for you to easily add to your website

How to get started

  1. Log into the Partner Portal, click Sales Portal and navigate to Unite. 
  2. From our library of collateral, select the pieces that will resonate best with your sales teams and customers and add your logo
  3. For your first campaign, we recommend starting with our PBX Switcher campaign to your exiting base of customers. This pre-built campaign is a 4 to 5 email to drive to videos or other assets and create leads. Note: make sure to capture a specific call to action with either a call in phone number or web form.
  4. Start your social campaigns with our pre-built social content
  5. Prepare and train your sales teams using our sales pitch decks and scripts

Other areas where Intermedia Partner Marketing can help you:

  • Live event support
  • Branded merchandise
  • Contests and SPIFFs

How to reach Intermedia Partner Marketing:

Partnermarketing@intermedia.net

Sales

Who this section is for: Sales Managers

Hitting the ground running and building good practices is critical to the success of any new product or service. This section of the playbook will provide you the step by step guidance and access to the tools necessary to get your team ready to effectively sell your new service

For you and your sales teams:

Intermedia University provides online training courses including product overviews, how to sell, quoting and ordering, process overviews and documentation

The Partner Concierge Desk is a dedicated to assisting our partners with all aspects of the voice sales process: from quoting, to ordering services, to porting after the account is created

Here’s how to get started

  1. Ensure all sales people have access to Partner Portal, which gives them access to Intermedia University, quoting and ordering, VoIP testing and prequalifying a customer site by adding each rep to Intermedia Partner Portal as a Contact
  2. Instruct each sales agent to take certification(s) and courses based on your partnership model with Intermedia (Private Label or Co-Branded)
    • Unite Sales Certification for Private Label, Unite Sales Certification for Co-Branded
    • Intermedia Contact Center for Private Label, Intermedia Contact Center for Co-Branded
  3. Work with your marketing leaders to acquire sales collateral and sales aids (Intermedia provides re-brandable collateral for our partners)
  4. Sales agents should familiarize themselves with our YouTube page
  5. Use your free demo account to practice using and then demonstrating key features like the mobile and desktop app

Other areas where Intermedia Sales Readiness can help you and your team:

  • Live training
  • Webinars

How to reach the Intermedia Sales Readiness team:

salesreadiness@intermedia.net

Sales Engineering

Who this section is for: Sales Engineers

Intermedia offers a broad and deep set of PBX, collaboration and contact center applications with many different configuration options to meet the needs of your business customers. At Intermedia, we want to make sure you are fully versed on all products, features and capacities so you can effectively assist your sales teams. 

For you and your sales engineering teams:

Intermedia University provides online training courses including product overviews, how to sell, quoting and ordering, process overviews and documentation.

Our Solution Architects offer additional hands on training to augment the online courses

The free demo system offers you an excellent place to learn, practice and experiment. 

Here’s how to get started

  1. Ensure all sales engineers have access to Partner Portal, which gives them access to Intermedia University, quoting and ordering, VoIP testing and prequalifying a customer site as well as all configuration tools by adding each rep to Intermedia Partner Portal as a Contact
  2. Instruct each sales engineer to take certification(s) and courses based on your partnership model with Intermedia (Private Label or Co-Branded)
    • Unite Sales Certification for Private Label, Unite Sales Certification for Co-Branded
    • Intermedia Contact Center for Private Label, Intermedia Contact Center for Co-Branded
  3. Sales engineers should familiarize themselves with our YouTube page.
  4. Use your free demo or NFR account to practice using and then demonstrating key features of like the mobile and desktop app

Other areas where Intermedia Solution Architects can help you and your team:

  • Live training
  • Solution design
  • Sales assistance

How to reach the Intermedia Solution Architects team:

Sriolo@intermedia.net

Billing

Who this section is for: Billing Managers

Intermedia provides wholesale services to you, our partner, and you resell those services to your customers. Intermedia bills you based on the wholesale price and provides you with necessary tools, documents and reports to make it easier for you to bill your customer.

The basics of Intermedia billing

  • We bill our partners for the wholesale services you purchased form us. We also calculate, collect from you, and remit to respective tax authorities various telecom and sales taxes. The telecom taxes are calculated based on the price you sell our services to your customer. You provide us this price through our online ordering tools at the time of the sale. For more information please reference our Tax Responsibility Guide
  • The partner invoice becomes available in the portal and sent to you by email between the 1st and the 5th of each calendar month. The invoice contains a summary of all charges for your customer accounts that occurred during the previous calendar month
  • The charges for each customer account are generated on a monthly basis on the customer’s Billing Date of Month (BDOM) – the day the customer’s account was created  On the same date we provide you an Explanation of Charges document that details all customer’s charges and can be shared with you customer if you choose
  • We provide you detailed billing reports and integrate with various third party billing solutions such as AutoTask and ConnectWise

Here’s how to get started:

  1. Access the Partner Portal with your secure credentials
  2. Make sure you have Private Label Owner or Private Label Billing Admin role in the Partner Portal, so you receive important billing updates in your email
  3. Review the essential billing related sections in the portal: Balance pagePartner Reports page

Where do I get help?

Intermedia has created a detailed Partner Billing Knowledge Base Portal. If you are being invoiced through one of our Distributors, please contact them directly for all billing information.
Still have questions? Call Intermedia Billing Support at 888-302-6967, option 3 and a billing specialist will be able to assist you.

Legal

Who this section is for: In-house Legal or Operations Teams

Selling communications services comes with specific legal requirements to ensure you and your customers are protected and properly educated about risks and policies. We have compiled the following information to help you understand your legal requirements.*

  1. Review your MSA with Intermedia, you can find it here. This MSA requires that you have an agreement in place with your customers (an End User MSA). We provide you with a sample agreement for that purpose, which you’ll find in Appendix 1 (more on that below).  Our MSA references some policies (like our Privacy Policy, Acceptable Use Policy, Service Level Agreement/SLA, and product schedules) and those can all be found at Intermedia.net/legal.
  2. Your agreement with Intermedia also requires you to make certain disclosures to your customers pertaining to our e911 services. For your convenience, we’ve created a template you can use. That template is attached to your MSA and can be found here.
  3. To understand your responsibilities when it comes to tax, please familiarize yourself with our tax document. Intermedia calculates all telecom taxes on behalf of our partners, but you do have certain obligations as it pertains to billing and providing information to Intermedia. This tax document provides all of those details.
  4. If you don’t already an MSA for your customers, we provide one for you. We publish a white label MSA and policies at http://serverdata.net/legal/legal.asp You may use Serverdata.net, a white-label portal that can’t be traced back to Intermedia, to share terms with your customers. There, you can find an MSA, SLAs, important information about e911, and a product schedule.
  5. If you have any questions about any of the items above or any other compliance questions, please contact your Intermedia business partner and they’ll put us in touch. 

* The information provided here does not, andis not intended to, consitute legal advice; all information is for general informational purposes only

** These are sample agreements, not be relied upon or used without seeking legal assistance. Intermedia.net makes norepresentations or warranties with respect to this agreeement and this document is a sample that needs to be reviewed and/or revised by your legal counsel

Support

Who this section is for: Support or Operations Managers

Providing great customer support is the cornerstone of any successful service. Intermedia provides our partners the training, tools and resources your support team needs to effectively support your new service.

For you and your support teams:

Online training courses to provide support certification in product knowledge, troubleshooting, network and router configurations and feature customization

Knowledge base articles for quick self service for your customers and your team

Tools to manage customer accounts and change feature configuration

Video trainings for your customers and your team

Tools to monitor and troubleshoot customer issues

Skilled support specialists to back up your support team when you can’t answer a question or solve a problem

Here’s how to get started

  1. Ensure all support reps have access to Intermedia University by adding each rep to Intermedia Partner Portal as a Contact
  2. For Unified Communications, Instruct each support rep to take Support Certification for Private Label and for Contact Center, take the course Intermedia Contact Center for Private label
  3. Familiarize yourself and your team with our Knowledge Base and our YouTube channel for Partners
  4. Familiarize yourself with yours and our roles and responsibilities
  5. Use your free demo account to practice making configuration changes, monitoring the service with the QoS dashboard and place and receive calls.

Other areas where Intermedia Partner Support Training can help you and your team:

  • Live, onsite trainings
  • Dedicated webinar trainings

Who’s who in Intermedia Tech Support

Support Advisor

Help and How-to for Direct and standard PLR Support

Support Specialist

Specialized Voice Support focusing on Hardware and Network Troubleshooting.  These agents have completed the SSVVP Certification for Networking Video and VoIP

Voice Tier 2

Highly Specialized escalation team, focused on Hardware and Network escalations from Specialists and working directly with our SIP Partners. Certified in SSVVP and SSCA as well as Network +.

Voice Tier 3

Highly Specialized team that works directly with carriers and Network Engineering, supporting both escalations from Tier 2 as well as our SIP Wholesale customers. Certified in SSVVP, SSCA and Security+.

Support Process – Responsibilities

PLR Responsibilities

▸ Provide T1 Support

  • Physical Layer (cables connected, devices powered on).
  • Verify ISP Connection is Active.
  • Reset/Power Cycle Devices.
  • ID Potential Hardware Failures (Firewall, Phone, Switch)
  • Gather Call Info for QoS Issues:
    • User
    • Phone #s of caller and receiver
    • Time of Call
    • Firewall/Router Make/Model
    • Circuit Speed (Bandwidth)
  • Start VoIP Scout Tests
  • Run Bandwidth Tests

▸ Contact Intermedia for Escalated Support

▸ Serve as Communication Gateway Between Intermedia and your customer

Intermedia Responsibilities

▸ Provide Advisor, Specialist, T2, and T3 Support

▸ Review WAN Ping for Delay, Packet Loss, and Jitter

▸ Review Call Examples for Potential Carrier-Related Issues

▸ Assist with Troubleshooting Provisioning Issues During Deployment

▸ Assist with Hardware Warranties

▸ Assist with Ensuring Firewall/Network Devices are Configured to Best Practices

▸ Assist with Control Panel, User Configuration, User Access Related Issues

▸ Provide After Hours Support (After 6PM PST)

Support Process – How to Contact Support

Partner
  1. Determine that the issue cannot be resolved through Tier 1 Troubleshooting
  2. If your issue is non-urgent, please navigate to the support icon in the upper right corner: support icon and then click the New Support Case link to fill out a case. The support team will address your concern within 24 hours.  
  3. For phone support, have existing case number ready (if applicable) and your Account ID or Partner ID
  4. Call Intermedia Support at (877) 357-0750
  5. Your call will be immediately directed to a Support Advisor
Intermedia
  1. Creates a trouble ticket and immediately begins to troubleshoot the issuet
  2. Intermedia will provide updates via email or by phone
  3. All replies to the trouble ticket via email are captured
  4. You can see the status of the trouble ticket via the Partner Portal
After Hours Support (For Emergency Outage Situations Only)
  • Our Support team is available 24/7, escalations on weekends and overnights are handled by our Tier 2 team that is on-call. Standard response time is 30 min.