Channel Partner Program Guide - 05!02!16

Channel Partner
Program Guide
Version 2.0
Last Updated 5/2/2016
PARTNER ONLY
Contains SugarCRM confidential information intended for your organizations use only.
Welcome ..................................................................................................................................................... 5
Who We Are ............................................................................................................................................................................................................... 6
Our Focus .................................................................................................................................................................................................................... 6
Collaborating for Shared Success ..................................................................................................................................................................... 6
Why SugarCRM?....................................................................................................................................................................................................... 6
Company Snapshot ................................................................................................................................................................................................. 7
Meet the Team .......................................................................................................................................................................................................... 8
Getting Started ............................................................................................................................................ 9

Accessing your Sugar Instance ........................................................................................................................................................................10
On-Demand .....................................................................................................................................................................................................................10
On-Site ...............................................................................................................................................................................................................................10
Purchasing Additional User Licenses ..................................................................................................................................................................11
Support .............................................................................................................................................................................................................................11
Helpful Links...................................................................................................................................................................................................................12
Accessing your Demo Environment ..............................................................................................................................................................13
Demo Support ................................................................................................................................................................................................................13
Partner Portal .........................................................................................................................................................................................................14
Registration Instructions .........................................................................................................................................................................................14
Submit your Partner Web Listing ...................................................................................................................................................................15
Sugar University ....................................................................................................................................................................................................16
Registration Instructions .........................................................................................................................................................................................16
Training by Type ..........................................................................................................................................................................................................16
Your First 90 Days ...................................................................................................................................... 17

How to Register Leads.........................................................................................................................................................................................17
How to Manage Your Opportunities ..............................................................................................................................................................20
How to Process an Order - Referral Partners ............................................................................................................................................21
How to Process an Order - Reseller Partners ............................................................................................................................................23
Managing your Customers & Renewals .......................................................................................................................................................25
Helpful Tips for Renewal Orders & Discounts .................................................................................................................................................26
Managing Customers Employee Access ......................................................................................................................................................26
Get Ready, Get Certified ......................................................................................................................................................................................27
Why Certify? ...................................................................................................................................................................................................................27
2016 Certification Requirements .........................................................................................................................................................................27
Certification Tracks ....................................................................................................................................................................................................27
How to Get Started ......................................................................................................................................................................................................28
Additional Learning Resources .............................................................................................................................................................................28
Working with SugarCRM ............................................................................................................................ 29

Marketing Tools .....................................................................................................................................................................................................29
Marketing Planning Guides .....................................................................................................................................................................................29
Webcast and Event Best Practices .......................................................................................................................................................................30
How to post your upcoming Webcast or Event ..............................................................................................................................................31
Campaign Kits ...............................................................................................................................................................................................................32
Suggested Ways to use Campaign Kit Material .............................................................................................................................................32
Sugar Value Accelerator Supporting Renewal and Expansion...............................................................................................................33
SugarCRM Logos and Branding Guidelines .....................................................................................................................................................34
SugarCRM Partner Badges ......................................................................................................................................................................................35
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SugarCRM Banner stand and Poster ..................................................................................................................................................................35

SugarCRM Company Description Copy Blocks............................................................................................................................................36
Press Release Templates for SugarCRM Partners.........................................................................................................................................36
Sales Tools ................................................................................................................................................................................................................37
SugarCRM Corporate Overview Deck .................................................................................................................................................................37
Latest Competitive Battle cards and Analyst Reports ................................................................................................................................37
SugarCRM Manifesto ..................................................................................................................................................................................................38
Sugar Screenshots........................................................................................................................................................................................................38
IBMs Adoption of Sugar: A Lesson in Global Implementation ...............................................................................................................39
SugarCRM Editions and Pricing ............................................................................................................................................................................39
Sugar Product Datasheets .......................................................................................................................................................................................39
Working with Customer Success ....................................................................................................................................................................41
Renewals Best Practices............................................................................................................................................................................................41
Tips & Tricks on How to Retain Your Customers ..........................................................................................................................................42
Governance in a Box Best Business Practices ..............................................................................................................................................42
Working with Support.........................................................................................................................................................................................43
Overview...........................................................................................................................................................................................................................43
Support Short.................................................................................................................................................................................................................43
Scope of Support ...........................................................................................................................................................................................................43
Creating the Case .........................................................................................................................................................................................................43
Details to Include .........................................................................................................................................................................................................45
SLA Expectations ..........................................................................................................................................................................................................46
Observed Holidays .......................................................................................................................................................................................................46
Working with Technical Account Management (TAM) .........................................................................................................................48
Processes & Guidelines .......................................................................................................................................................................................49
Partner Name Changes .............................................................................................................................................................................................49
Partner Address Changes .........................................................................................................................................................................................49
Payment Deviations ....................................................................................................................................................................................................49
Partner Acquisition .....................................................................................................................................................................................................50
Multi-Year Deal Guidelines ......................................................................................................................................................................................51
Discontinuing your Partner Membership .........................................................................................................................................................51
Latest Partner Program Changes & Updates ..................................................................................................................................................51
How to stay up to date .............................................................................................................................. 52

Partner Portal .........................................................................................................................................................................................................52
Bi-Monthly Partner Calls ....................................................................................................................................................................................52
How to register for the call......................................................................................................................................................................................52
Partner Call Archives .................................................................................................................................................................................................53
Bi-Monthly Partner Buzz Newsletter ............................................................................................................................................................54
Opting Out .......................................................................................................................................................................................................................55
How to re-subscribe ....................................................................................................................................................................................................55
Twitter Newsfeed ..................................................................................................................................................................................................56
Quarterly Partner Resource Webinars .........................................................................................................................................................56
Partner Hosted Events & Webinars ...............................................................................................................................................................56
One-off Alerts ..........................................................................................................................................................................................................56
Finance...................................................................................................................................................... 57
Billing .........................................................................................................................................................................................................................57
Payment Instructions .................................................................................................................................................................................................57
Collections Policy ..................................................................................................................................................................................................58
Reselling Partner Order to Cash Collection Policy........................................................................................................................................58
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All about your partnership ......................................................................................................................... 60

Channel Program Terms Exhibit A.................................................................................................................................................................60
Support Services & Upgrade Policy ...............................................................................................................................................................60
Important Legal Documents .............................................................................................................................................................................60
Partner Program FAQs ........................................................................................................................................................................................60
Resources..................................................................................................................................................................................................................60
Best Points of Contact ................................................................................................................................................................................................60
Helpful Links...................................................................................................................................................................................................................61
PARTNER ONLY
Welcome
Dear Partner,
Welcome to the SugarCRM partner ecosystem. We are delighted to have you join the SugarCRM
family. To help you become a successful partner, we have prepared this Channel Partner Program
Guide as a valuable resource to help guide your organization through our Channel Program, find
valuable sales and marketing tools, and provide a set of best practices along the way.
We have organized the Channel Partner Program Guide in chronological order to help your
organization navigate through onboarding, build skills and Sugar competency, and ultimately grow
your SugarCRM business. Here are the key elements in the Guide:
Access to Information and Tools

o Partner Portal: Your home to all things SugarCRM
o Sugar Software and Tools: Setting up Sugar On-Demand instances
o Enablement: Training and Certifications through Sugar University
Managing Your First 90 Days
o Building a demonstration environment
o Getting comfortable with the SugarCRM story and value proposition
o Leveraging you SugarCRM support infrastructure
o Accessing Sales and Marketing tools and customer support
Communications & Policies
o How to stay up to date
o Processes & Guidelines
o Partner Program Terms & Conditions
We are constantly looking for ways to improve our Partner Program and encourage you to share your
feedback and suggestions on how we can enhance our reference tools and documentation. As a
reminder, some elements of this document contain SugarCRM confidential information intended for
your organizations use only. This information should not be repurposed, distributed or shared with
anyone outside of the organization.
Again, welcome to the SugarCRM Family! We look forward to a great partnership.
Your SugarCRM Partner Team

partner-advisory@sugarcrm.com
PARTNER ONLY
Who We Are
SugarCRM enables businesses to create extraordinary customer relationships with the most
innovative and affordable customer relationship management (CRM) solution on the market. By
placing the individual at the center of its solution, SugarCRM is putting the i in CRM and
empowering people at all levels of an organization to better understand and engage with
customers. Based in Silicon Valley, SugarCRM is backed by Goldman Sachs, Draper Fisher
Jurvetson, NEA, and Walden International. More than 1.5M individuals in over 120 countries rely
on SugarCRM.
Our Focus
Innovation and Value: SugarCRM is dedicated to providing innovative solutions to our
customers at the most attractive value for their investment dollars. Sugar solutions are designed
with the individual in mind, empowering users to help create extraordinary customer
relationships at every touch point, on any device. Sugar offers clear and simple pricing across a
range of editions to meet any business needs, without arbitrary limitations or hidden fees.
Collaborating for Shared Success

SugarCRM continues to grow at a phenomenal pace, and we seek partners that can fuel even
stronger growth with dedicated teams who create extraordinary customer relationships of their own.
We identify partners that align with our vision and make it easier for our VAR partners to succeed.
SugarCRM has designed our VAR Program to help partners maximize opportunities as they extend
our own market reach. As a SugarCRM Partner, youll be our representative to a vital and valuable
market segment and were committed to provide the resources and support you need to thrive.
Why SugarCRM?
We are as committed to your success as we are to our own. At SugarCRM, we make it easy for you
to do business with us, and easy to sell and service our intuitive, modern CRM solution.
At SugarCRM we:
Focus on Profitability (Yours and Ours) With quarter after quarter of growth, SugarCRM is
a strong and stable partner, and our track record of success creates a solid foundation for our
partnership and your own profitability. We simplified the buying process with one all-inclusive
price and no hidden fees which enhance your own value proposition.
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In addition, partners can capture additional services revenue from implementation as well as
the limitless possibilities our open architecture provides. There is an extensive ecosystem of
third-party Independent Software Vendors (ISV) and other partners that constantly create new
solutions and those innovations can be a rich source of services revenue. Finally, you have the
opportunity for a recurring revenue stream when you host the solution within your own cloud.
Provide Flexibility without Added Fees The combination of a comprehensive selection of

pre-built functional components, a highly customizable environment, and a choice of
deployment options gives you the freedom to differentiate from competitive CRM solutions
without additional fees for each component or deployment option.
Repeatable Intellectual Property (IP) SugarCRM offers an IP ecosystem that encourages

partner innovation and enables partners to take advantage of and expand upon the Sugar
product to enhance their own business offerings.
Innovate Always SugarCRM continually evolves to capitalize on the latest innovations

such as cloud, social, and mobile and each innovation creates new revenue opportunities for
you. Were proud to have received a long list of industry accolades, including a second
consecutive year ranked as Visionary in Gartners Magic Quadrant for Sales Force
Automation, as well as awards from every major CRM publication.
Company Snapshot
Founded: 2004
World Headquarters: Cupertino, CA (USA)
Worldwide Locations: Raleigh, Munich, Sydney, London, Paris, Minsk
Employees: 500+
Partners: 350+ partners on six continents
Sugar Users: >1.5 million in over 120 countries
Growth: Compound annual growth rate 40%+
Investors:
Goldman Sachs
Draper Fisher Jurvetson
NEA
Walden International
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Meet the Team
KEVIN DUNN
VP of
Channel
Americas &
APAC
TBH
Channel
Sales Director
APAC
JIM REILLY
Channel
Sales Director
NA
ALEJANDRO
AVILES
Channel
Sales Director
LATAM
CHRIS
GRANT
VP of
Alliances
EMEA
ANKI
STRIGL
Channel
Sales Director
ROE
NORBERT
GRASSL
Channel
Sales Director
DACH
PAT PAHL
VP Alliances
& Operations
TBH
Director,
Channel
Operations
EUN SO
Partner
Operations
Coordinator
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Getting Started
Welcome to the SugarCRM Partner Program! We are so excited to have you as a partner and are
prepared to help you be as successful as possible. Below is a high-level checklist to help you Get
Started:
Access your Sugar Instance & Demo link
o Please review the Order Confirmation provided to you via email
o Includes your On-Site & On-Demand Access
Register for the Partner Portal
o Create a SugarCRM account by clicking here: https://web.sugarcrm.com/user/login
o Once you create an account, please email your account credentials for partner access:
partner-advisory@sugarcrm.com
o Log in to the partner portal: https://partners.sugarcrm.com
Register for Sugar University
o Visit the Sugar University Learning Portal Login Page:
https://university.sugarcrm.com/login.html
o Log in with your SugarCRM Account (Same login as the Partner Portal) by clicking the
orange link on the right (see screenshot below)
Complete your Partner Web Listing Form
o As a SugarCRM Partner, you also have the ability to have your company name
represented on the SugarCRM Channel Partner website.
o In order to get your company information posted, please fill out the form below and
return as soon as possible: https://www.sugarcrm.com/webform/create-or-update-yourpartner-website-listing
SugarCRM New Partner Announcement
o A brief description/overview of what your company does.
o A short explanation of why you chose Sugar and why customers choose your firm.
o Provide a list of your Verticals.
o Provide your company logo (to be included in the announcement).
o Send the above to: channelops@sugarcrm.com - note email subject as: New Partner
Announcement Details
Get Ready, Get Certified
o Get started on your partner certification requirements today! For more information, refer
to the Get Ready, Get Certified section of this guide. Information can also be found in
the Partner Portal Learn Tab.
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Accessing your Sugar Instance

As a SugarCRM Partner, youre provided access to our software for internal usage. Below is a
breakdown of how many user licenses you receive based on partner type.
You can use your Sugar instance either On-Demand (managed on our servers) or On-Site
(downloading the product into your server). Please review the order confirmation sent by our OrdersDesk team as it includes instructions for both deployment types.
If you cannot locate the email, please email: partner-advisory@sugarcrm.com
Number of
User Licenses
Partner Type
Sugar Product
Basic Partner
Sugar Enterprise
10
Advanced Partner
Sugar Enterprise
20
Elite Partner
Sugar Enterprise
25
On-Demand
The Order Confirmation email sent my Orders-Desk includes your companys unique URL and admin
credentials.
Example:
Unique URL: https://XXX.sugarondemand.com
Admin user name: XXX
Admin password: XXX
On-Site
You can download Sugar onto your servers through the SugarCRM Support Portal.
1. Go to the SugarCRM Support Portal: http://support.sugarcrm.com
2. Login using your www.sugarcrm.com user name and password.
3. Click on the Download Purchased Software link in the Support Portal or go directly to
http://www.sugarcrm.com/sugarshop/downloads.php
4. Enter the download key provided in the Order Confirmation Email into the Download Key form
field and click Submit. (This field won't be displayed if you have purchased one product.)
5. Click on the zip file, which you want to access.
If you wish to allow someone else to access the Sugar files you have purchased, submit a Support
Case. Please be sure to also include the SugarCRM.com username.
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Purchasing Additional User Licenses

Partners receive a 50% discount when purchasing additional licenses based on Sugar Enterprise
pricing. For current pricing, click here: Sugar Editions & Pricing
To purchase additional licenses, send an email to partner-advisory@sugarcrm.com
Subject Line: Purchase of Additional Licenses - Partner Membership Instance
Support
Anytime you have an issue with your On-Demand/On-Site Instance, you can simply submit a Support
Case through the Partner Portal:
1. Log in to the Partner Portal
2. Go to Request Tab > Product Support > Raise a Support Ticket > New Case
3. Direct Link: https://web.sugarcrm.com/support/cases
(Please Note: User must be logged in to the Portal in order to access the link directly)
Raise a Support Ticket
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Helpful Links
Below are some helpful links with information for On-Demand and On-Site environments
Getting Started with On-Demand or On-Site
Sugar Documentation
Active subscription keys - see an overview of all active product keys associated your
organization.
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Accessing your Demo Environment

Each Partner has access to a Demo Environment and is provided in the Welcome Email.
Sample Demo Link: https://demo.sugaropencloud/XXX_vert/
The purpose of the demo environment is to support you in demo scenarios. It is not suitable to
provide to prospects for testing. For this an EVAL is a better solution. Within the demo environment
you can create multiple demo instances, which are prefilled with demo data and will not expire unless
you delete them. You can import or substitute the data, but we cannot move the configurations into
production. Please note that creating an instance for the first time can take up to 15 min. depending
on the current workload.
Demo Support
Questions? Need help with your demo instance?
Send an email to partner-advisory@sugarcrm.com
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Partner Portal
The Partner Portal is your single point of reference for all partner related news, sales/marketing
management tools, and various partner related training resources. This is a shared place for VAR,
OEM, and Technology Partners. It is the best way to stay up-to-date with all thats new with Sugar.
You should familiarize yourself with the portal and use it as your first line of contact for any
information you need.
Registration Instructions
1. Create a SugarCRM account by clicking here: https://web.sugarcrm.com/user/login
2. Once account is created, please email: partner-advisory@sugarcrm.com
[Include your name, username, and email address]
3. Log in to the Partner Portal: https://partners.sugarcrm.com
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Submit your Partner Web Listing

As a SugarCRM partner, you also have the ability to have your company name represented on
the SugarCRM Channel Partner Website Directory. To submit your partner web listing, please follow
these simple steps:
1. Log in to the Partner Portal > Request Tab > General Forms > Create or Update your partner
web listing (see screenshot below)
2. For quick reference, here is the direct link to the Partner Listing Request
Form: http://www.sugarcrm.com/webform/create-or-update-your-partner-website-listing
Note: In order to access the direct link, youll need to log in to the Partner Portal
Partner Level
Content Details
Elite Partners
Company Logo, Company Description (unlimited number of

characters), Phone number, City, Generic email address, Case
studies, Short promotion video, Website link
Advanced Partners
Company Logo, Company Description (max. 1000 characters),

Phone number, City, Generic email address, Case studies,
Website link
Basic Partners
Company Description (max. 250 characters), Phone number,

City, Generic email address, Website link
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Sugar University
Sugar University offers training in multiple forms including: Self-Paced Training, Live Training, Private
Training, Hot Topic Webinars, and Certification.
Registration Instructions
1. Visit the Sugar University Learning Portal at http://university.sugarcrm.com
2. Select the Login link located on the top right side of the home page and create an account
3. Review catalog and register for your desired training curriculum
4. Learn Page this page is located inside the Partner Portal and is the place where partners will
find all partner specific content, live training discount codes and general resources. Links will
push you back to Sugar University but it is intended for partners to verify their association
with SugarCRM.
Training by Type
Self-Paced Training
Learn how to use Sugar from our free online training resources including quick video tutorials and
self-guided eLearning courses.
Live Training
Learn how to use Sugar from our free online training resources including quick video tutorials and
self-guided eLearning courses.
Hot Topic Webinars

Register for an upcoming 60-minute deep dive into Sugar and engage with one of our trainers.
Private Training
We will send our Sugar experts to you, at the location of your choice, and provide custom training
for your team.
Certifications
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Your First 90 Days
System Access
Partner Portal
Sugar University
Kick-Off
Calls/Resource
Alignment
Sales/Pre-Sales
Training
Admin Training
Developer Training
Marketing
Onboarding
Marketing Tools
Messaging/ Branding
Partner Focus
Certification
Week 8-12
Download your
Sugar Instance
Operations
Onboarding
Partner Portal
Sugar University
Processes/Guidelines
Training
Week 4-8
Welcome Email
Introduction
Week 2-4
Week 1-2
Welcome
Sales Certification
Admin Certification
Developer
Certification*
*6 months
How to Register Leads
1. Log in to the Partner Portal

2. At the very top click Register Lead
Please Note: All leads must be properly qualified before being submitted.
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3. The following fields are mandatory when submitting a lead:

First Name
Last Name
Company Name
Email
Phone
Country
Current Solution
Decision Timeframe
Product Interest
Employees
Number of CRM Users
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4. After submitting the lead, you will receive a Thank You email confirming that the lead was
submitted successfully.
5. Lead will then flow into our internal Sugar lead queue, and be converted into an opportunity by
the responsible SugarCRM Sales Representative in your region.
6. Once the Sugar Sales Rep converts the lead into an opportunity, log back into the Partner
Portal.
7. Click Opportunities -> Click Accept to fully convert the opportunity.
Accept Opportunity
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How to Manage Your Opportunities

You can manage and view all opportunities both coming from SugarCRM, and your own registered
leads (as soon as they have been converted into opportunities).
1. Ensure the following information is up to date:
No. of users, sales stage, decision date, deployment type, and next steps
2. Select the appropriate contact and send the Master Subscription Agreement (MSA) for clickthrough acceptance.
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How to Process an Order - Referral Partners

1. Select the opportunity you want to order for and click Purchase.
2. Select customer contact that should receive the order confirmation and click Send Email.
3. The customer will receive a link to their pre-populated shopping cart to complete the order.
They can view number of users, discounts if applicable, and select preferred payment option
(invoice or credit card).
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4. A confirmation email for the order is sent to the customer and the partner contact that initiated
the purchase with instructions on how to complete online checkout.
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How to Process an Order - Reseller Partners

1. Select the opportunity you want to order for and click Purchase.
2. Select the preferred payment method: invoice or credit card

3. Review and update the partner billing and customer shipping information if necessary
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4. On the next screen, select customers primary contact.

5. Check box under Email Preferences if your customer should receive a copy of the order
6. For On-Demand deployment, select data center and enter instance URL. If customer wishes to
continue working with their EVAL instance, you can promote their EVAL to production in this
step under the Promote EVAL tab. (For On-Site deployment, leave the field blank)
7. Click Submit Order and youre done!
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Managing your Customers & Renewals

1. Log into the Partner Portal and click My Customers at the very top.
2. Under My Customers, you will find a list of all your existing customers with renewal date and
heartbeat information. Click the customer account you want to renew
3. Under Opportunities, you will find a list of all opportunities related to that customer
4. Click the opportunity you want to renew
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5. Send MSA Agreement for click-through acceptance and click checkout
Helpful Tips for Renewal Orders & Discounts

There are two (2) types of Renewals: Reseller and Referral. Reseller is when the partner
places the order and Referral is when the customer is sent a shopping cart link and the
customer places the order directly with Sugar. Be aware of the renewal type so that the
customer processes payment correctly and on time.
Easy billing allows you to place orders early and not be billed until the expiry date.
To retain discounts or take advantage of a promotion, customers are required to renew on time
and maintain their current seat count.
If you experience problems placing an order, contact orders-desk@sugarcrm.com
Managing Customers Employee Access

Under Employees, you can manage the customers employee access to the Support Portal and
Download Manager.
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The SugarCRM Certification Program (SCP) is a multi-tiered program of written exams to validate the
skills of SugarCRM professionals on Sugar products and best practices; all VAR Partners are
required to complete these certification tracks. Sugar certification is an individually attained type of
certification. Once completed, individuals own their certification and can take it wherever they go. It is
the responsibility of each Partner organization to ensure their organization is meeting all certification
requirements.
Why Certify?
The SugarCRM Certification Program offers you a number of compelling benefits that increase your
visibility in the marketplace. Benefits include access to learning opportunities, ability to manage
Sugar products, and ultimately deliver on the promise of a simple, straightforward Sugar UX. These
benefits increase as you advance through the program.
Added benefits to getting Sugar Certified:
Fast track to onboarding

Build confidence
Distinction from peers
Career growth
Demonstrate your knowledge
Add value to your organization
2016 Certification Requirements

Partner Type
Sugar Sales Specialist
Elite
3
Advanced
2
Basic
1
Sugar Administrator
3
1
1
Sugar Developer
3
1
N/A
Certification Tracks
Certified Sugar Sales Specialist
This certification prepares SugarCRM channel partners and sales executives to position Sugar by
helping them understand SugarCRM's corporate message, key industries, primary competitors, and
customer references.
Certified Sugar Administration
Certify your Sugar administration and configuration knowledge, skills and abilities used to meet
complex business requirements. This track is multi-tiered with the Specialist and Professional level
certification exams.
Certified Sugar Developer
This certification exam certifies that you have the essential knowledge, skills, and abilities necessary
to use common development tools and approaches in Sugar to meet fundamental business
requirements.
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How to Get Started
Getting ready for certification requires training and on-the-job experience. There are several ways to
prepare. You can complete self-paced learning, attend live training classes, shadow a peer, and
practice on your own or with a colleague.
Additional Learning Resources
2015 Sugar University Course Catalog for Partners: Get started with SugarCRM product
training and certification. Our experts provide several training options to provide the training
you need, when you need it, and where you need it.
Self-paced Product Video Tutorials: Learn how to use Sugar through our free training
resources including quick video tutorials and self-guided eLearning
Community Forums: Join our Sugar Community to find answers to common and advanced
technical questions. We are fostering this community of end users, administrators, and
developers to engage with one another with the goal of delivering a greater experience with
our software. This is open to all internal and external audiences.
Live Classes: Sometimes more comprehensive training is needed to get you using SugarCRM
more efficiently and effectively. Check out Sugar classes offered by SugarCRM and our
Learning Partners.
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Working with SugarCRM

Marketing Tools
The Partner Portal provides several resources for all marketing phases and is your One Stop Shop!
These next couple of sections highlights a couple of tools and resources that are available but be
sure to check out the Partner Portal for more information!
Marketing Planning Guides

Partner Portal > Learn Tab > How to Market > Marketing Assets > Marketing Planning
Writing an Effective Marketing Plan
Aligning Value Proposition to Demand Generation
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SugarCRM Marketing Plan Template
Webcast and Event Best Practices

Partner Portal > Learn Tab > Marketing > How to Market > Webcast and Event Best Practices
Event Management Tips
Webcast Best Practices
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How to post your upcoming Webcast or Event

Get your upcoming Sugar Webcasts or Events promoted on our Partner News and Events Section.
Partner Portal > Request Tab > General Forms > Webcast or Event Listing
Need to update an existing webcast or event? Email: partner-advisory@sugarcrm.com
Helpful Tips
Make Requests at least 3 weeks in advance!
Requests subject to review before posting
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Campaign Kits
Partners can leverage self-serve campaign assets coming from SugarCRM corporate campaigns.
Partners may use alone, or optimally add to the assets they already create
Assets in each kit vary, depending on which assets were used in corporate campaign
Examples include (but are not limited to):
- E-mail template
- eBook
- Recorded Webinar
- Datasheet
Partner Portal > Learn Tab > Marketing > How to Market > Marketing Assets > Campaign Kits
Suggested Ways to use Campaign Kit Material
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Sugar Value Accelerator Supporting Renewal and Expansion

Ensuring customer satisfaction and success with the Sugar product is not only a best practice, but it
is one way to help avoid complications during renewal conversations.
Let this new marketing framework - - including a best practices eBook, downloadable graphics, and
templates to start your companys construction of both invitations and thank you notes be a
resource for your team as you prepare in advance for your upcoming renewals.
Partner Portal > Learn Tab > Marketing > How to Market > Marketing Assets
Renewal Resources
Sugar Value Accelerator Events
eBook (Guide & Best Practices)

Technical specs for using images in email
Invite
o Email-friendly HTML
o Art banner standard version | high-density version
o Invite text
Thank You
o Email-friendly HTML
o Art banner standard version | high-density version
o Invite text
Blank art banner standard version | high-density version
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SugarCRM Logos and Branding Guidelines

Partner Portal > Learn Tab > New Partner Resources > Partner Logos and Branding Guidelines
Branding Guidelines
To ensure you are correctly using our logos, product, and company name on your website, please
review SugarCRM Branding Guidelines located in the Partner Portal. You can also download our
logos for white and black backgrounds below (also accessible through the Partner Portal).
SugarCRM Logos
SugarCRM logos for white backgrounds (.zip)
SugarCRM logos for black backgrounds (.zip)
When in Doubt?
Please send over any items, which intend to use our logo for approval to branding@sugarcrm.com.
The branding team will also offer advice on the use of the logo or trademarks for your marketing
efforts - so please get in touch with your questions!
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SugarCRM Partner Badges

New Partner Program logos are available via Channel Development team.
For high resolution logos and eps files, please contact Partner-advisory@sugarcrm.com
SugarCRM Banner stand and Poster

Partner Portal > Learn Tab > Marketing Tab > How to Market
Stand-Up Banner
Partners print locally
Suitable for tradeshows, events,
lobby or hallway areas
Dimensions are:
7 X 3
2.1M X .9M
Poster
Partners print locally
A1 Size:
23.39 X 33.11
594 mm X 841 mm
Suitable for wall or easel
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SugarCRM Company Description Copy Blocks

Partner Portal > Learn Tab > Marketing > How to Market
Copy blocks can be used to describe SugarCRM on your companys website or as part of any
marketing collateral (i.e. brochures, invitations, etc.). Guidelines on how to use copy blocks can be
found via the partner portal.
Two versions available: 50 or 100 word count
50 Word Count: SugarCRM enables businesses to create extraordinary customer relationships with the most
innovative, flexible and affordable CRM solution on the market. The company places the individual at the center of
its solution, coordinating the actions of customer-facing employees and empowering them with the right information
at the right time to transform the customer experience.
100 Word Count: SugarCRM enables businesses to create extraordinary customer relationships with the most
innovative, flexible and affordable CRM solution on the market. Unlike traditional CRM solutions that focus primarily
on management reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees
and equipping them with the right information at the right time to transform the customer experience. And Sugar
pricing is simple and affordable, so you can deploy it to all your customer facing employees, and know what its
going to cost. Recognized by leading industry analysts as a CRM visionary and innovator, Sugar is used by more
than 1.5 million individuals in over 120 countries.
Here are the latest assets to our i in CRM campaign. This includes eBooks and whitepapers, one analyst report,
one video and some case studies. This is meant to help you run your own campaigns: feel free to leverage the
content available. We recommend you to tweak it and adapt it to your own market and languages.
Press Release Templates for SugarCRM Partners

Want to get the word out about your work with SugarCRM? Have a new customer, or value-added
piece of technology and you want the world to know about it? Let us know by writing
to channelmarketing@sugarcrm.com. We will review and consider co-promoting through our
"Partners News and Event" Section.
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Sales Tools
All sales tools are located in the Partner Portal, which includes our Corporate Overview Deck,
SugarCRMs latest competitive battle cards/whitepapers, Analyst Reports from Gartner, and so much
more. Below is a quick overview of some of our key assets to help you get started.
Partner Portal > Find Tab > Sales Tools
SugarCRM Corporate Overview Deck
ENGLISH [PPTX]
Latest Competitive Battle cards and Analyst Reports

Partner Portal > Find > SugarCRM Competitive Framework
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SugarCRM Manifesto
Were often asked what makes Sugar different from other CRM solutions. To help answer that
question, weve put together our Sugar Manifesto to describe what makes us unique among CRM
vendors.
Click here to download the full PDF Version
Sugar Screenshots
Partner Portal > Find > Logos, Screenshots, and Whitepapers > Sugar Screenshots
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IBMs Adoption of Sugar: A Lesson in Global

Implementation
IBM leveraged Sugar's unique user-focused CRM to
transform its global sales organization, successfully
deploying a new system for sales people that manage
millions of opportunities worldwide. Read the Ovum
reports on how IBM completed this herculean task in
record time and how IBM injects its Sugar
deployment with predictive analytics to boost sales
returns. Read the full article: Click here
SugarCRM Editions and Pricing

Sugar offers the most innovative, flexible and affordable CRM in the market and delivers the best allaround value of any CRM. With Sugar Pureprice you can always count on clear, predictable pricing;
with no hidden fees or forced upsells to more expensive editions.
To access our latest editions and pricing: Click here
Sugar Product Datasheets
English Datasheets
Corporate Overview Datasheet

Editions Comparison Datasheet
Sugar Professional Datasheet
Sugar Enterprise Datasheet
Sugar Ultimate Datasheet
Sugar UX
Sugar Deployment Options
SugarCRM Mobile
SugarCRM Advanced Workflow
German Datasheets
Corporate Overview Datasheet German

Sugar Professional Datasheet German
Sugar Enterprise Datasheet German
Sugar Deployment Options German
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Spanish Datasheets
Sugar Professional Datasheet Spanish

Sugar Enterprise Datasheet Spanish
Sugar Ultimate Datasheet Spanish
French Datasheets
Corporate Overview Datasheet French

Sugar Professional Datasheet French
Sugar Enterprise Datasheet French
Sugar Ultimate Datasheet French
Italian Datasheets
Corporate Overview Datasheet Italian

Sugar Professional Datasheet Italian
Sugar Enterprise Datasheet Italian
Sugar Ultimate Datasheet Italian
Japanese Datasheets
Sugar Professional Datasheet Japanese

Sugar Enterprise Datasheet Japanese
Sugar Ultimate Datasheet Japanese
Sugar and IBM:
Sugar and IBM - Product Overview

Cognos Sugar Analytics Datasheet
Cognos Sugar Analytics Customer Presentation
Ovum Report: IBM Adoption of Sugar: A Lesson in Global Implementation
IBM/SugarCRM Smarter Commerce Solution Brief
IBM Notes
IBM Cross Channel Marketing
IBM Connections
SugarCRM for Smart Cloud Engage
IBM Marketing Cloud for
SugarCRM: English (US), English (EMEA), German, French, Spanish, Italian
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Working with Customer Success

Renewals Best Practices
Check-In Calls
Check in with all accounts on a monthly or quarterly basis
Be Proactive with Account Updates
Account updates include quantity changes, at risk, closed/lost reason.
If you have updated information, share it with your assigned CSM (Customer Success
Manager) to contribute to accurately forecast renewal revenue.
At-Risk Accounts
Identify At-Risk accounts early and notify your CSM to help you save the account.
Its better to let us know early than to wait until the renewal cycle to reveal a potential loss.
<10 Seat Renewals
If the customer initially purchased less than 10, theyve been grandfathered at their current
seat count but they are not allowed to drop seats at renewal.
Discounts
Only contractual discounts will be honored.
Allow sufficient time prior to booking for the CSM to obtain discount approval.
Schedule a cadence call with your CSM
We recommend scheduling a cadence call with your CSM to review your renewals on a
regular basis. A bi-monthly call is encouraged.
Partner Change Requests
Partner Reassignments should be initiated by the customer, and the first step is to have
them document their request in an email to the respective CSM
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Tips & Tricks on How to Retain Your Customers

To access to presentation: Click here
Governance in a Box Best Business Practices

A message from Remy Malan, Customer Success Chief Officer:
One challenge in starting an implementation project with a new customer is that you have to be
prepared to provide a governance framework to your customer. Customers often are not familiar with
the nature of the meetings that are needed or how to structure meetings for different functions; for
example, a project meeting vs. a steering committee meeting. To help you provide a framework to
customers, we have developed a presentation we call Governance in a Box. This is an easy-tounderstand, highly visual guide to setting up the governance meetings for your projects.
Happy implementing!
To access the presentation: Click here
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Working with Support

Overview
While our Knowledge Base and other online resources are available for all Sugar users, subscribers
to our paid editions also have the ability to contact Sugar Support for assistance. Here are some
useful things to remember when contacting Support to help expedite the process and enable us to
best serve you.
Support Short
Watch a short YouTube Clip on how to work with Sugar Support: Click here
Scope of Support
The Sugar Support team is prepared to address any inquiries as they relate to functionality that can
be achieved through the application's user interface. For any inquiries related to third-party
integrations, code-level customizations, stack configurations, and development best practices, you
should engage with one of our partners or the originating developer to seek resolution as these
issues are outside our scope of support. Any issues raised where the root cause is identified to be a
customization achieved outside the normal capacities of the user interface will be communicated as
such with direction to seek resolution with the originating developer.
Creating the Case
The primary method to contact the Sugar Support team is through the online SugarCRM Support
Portal, though you can also send an email to support@sugarcrm.com if you prefer. Customers who
have purchased phone support may also use the provided phone number to submit a new case.
For creating cases via our portal:
1. Go to www.sugarcrm.com and click on the Login link on the upper right hand corner.
Enter your www.sugarcrm.com user name and password.
2. Once you are logged in with your SugarCRM.com account, click the Support tab on the
navigation bar.
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3. Select "Open Cases" in the Customer Tools section
4. Click the New Case button at the top of the page to complete the case form. Your case will be
assigned to a support engineer and responded to promptly.
If the New Case button is unavailable, please refer to the article Setting Up Access to the Sugar
Support Portal.
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Details to Include
We encourage you to include as much of the following as makes sense for your situation. Doing so
will allow us to resolve your issue as quickly as possible without needing to spend additional time and
communication gathering more information.
1. Clear Description: The more information, the better. Please include:
o Click-by-click steps to reproduce the issue.
o Has this stopped working or has it never worked before?
o How many users are experiencing the issue? One, multiple, or all? Admin and nonadmin?
o Does the error only occur in particular browsers?
o Take the time to completely fill out the case form including the Sugar version, edition,
and On-Site stack information.
2. Instance URL: If you have several instances, please be specific about which is experiencing
the issue.
3. Instance Version and Edition: Confirm your instance's current version and edition by
navigating to the About page under your user menu on the top left of any Sugar page.
4. On-Screen Errors or Messages: If there are errors on the screen, take a screen shot or copy
and paste them into the case description.
5. Sugar Log Errors: With your logging level set to Fatal in Admin > System settings include any
errors that appear in the Sugar log file (Admin > System Settings > View Log).
6. Pictures - Screenshots are a great way to make clear the problem, so feel free to send them
our way. Pictures must be attached as a note after the case is initially created.
7. Diagnostic File - Especially useful for On-Site instances, this zip file can be generated by
going to Admin > Diagnostic Tool. We recommend enabling the first 3 options as well as
"SugarCRM Log File". As with pictures, this file must be attached as a note after the case is
initially created.
8. Upgrades - Let us know if you recently upgraded and from what version.
9. Migration - For On-Site instances, include recent changes to your stack environment or the
location of your Sugar instance.
10. Other Log Files - As applicable, you may choose to send us webserver, php or database logs.
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SLA Expectations
Sugar Support currently provides local support by three regions: EMEA, APAC, and US. Based on
the physical location of your company, your support window will align with one of the following
windows:
Support Center Business Hours
US
6 AM - 6 PM PST (Monday - Friday)
EMEA
9 AM - 9 PM CET (Monday - Friday)
APAC
9 AM - 9 PM AEST (Monday - Friday)
While we strive to resolve issues as quickly as possible, please note that our response times depend
upon the service level of your subscription as well as the priority level (P1, P2, or P3) of the issue.
The priorities are defined as follows:
Priority
Definition
P1
Sugar (production instances only) is completely down or most functions are inaccessible
by users
P2
Sugar is generally up and functioning but one or more items are not working as expected
P3
Non-critical issues or general questions on the application
You can expect a first response to your issue within the following timeframes based on your support
SLA package (8x5, 12x5, or 24x7):
Professional
Enterprise
Ultimate
P1 4 business hours 2 business hours 1 hour (24x7x365)

P2
1 business day
P3 2 business days
4 business hours 2 business hours

1 business day
4 business hours
Observed Holidays
During observed holidays, Sugar Support will be operating with a reduced level of coverage. Staff will
ensure that any P1 issues are responded to as quickly as possible.
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The following 2016 holidays are observed in the US support center:
New Year's Day: January 1

President's Day: February 15
Memorial Day: May 30
Independence Day: July 4
Labor Day: September 5
Veteran's Day: November 11
Thanksgiving: November 24 - 25
Winter Holiday: December 23 - 26
New Year's Holiday: December 30
The following 2016 holidays are observed in the EMEA support center:

Epiphany: January 6
Good Friday: March 25
Easter Monday: March 28
Ascension Day: May 5
Whit Monday (Pentecost): May 16
Corpus Christi: May 26
Assumption Day: August 15
German Unity Day: October 3
All Saints: November 1
Boxing Day: December 26
The following 2016 holidays are observed in the APAC support center:

Australia Day: January 26
Good Friday: March 25
Easter Monday: March 28
Anzac Day: April 25
Queen's Birthday: June 13
Labor Day: October 3
Boxing Day: December 26
Christmas Holidays: December 27
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Working with Technical Account Management (TAM)

The Technical Account Management (TAM) Program is a premium service that is targeted at the
enterprise. They are a Post-sales team that is used on its own, or in conjunction with Customer
Success Executives and Fellows. TAMs can also be leveraged with and by partners to help achieve
success with complex, technically challenging projects, helping to ensure overall implementation and
ongoing deployment success.
TAMs are typically a subscription service, currently priced at $36,000 per TAM, per year. There are
cases however, where a TAM may be temporarily assigned to a strategic account to assist in design,
validation, execution and delivery of a solution successfully.
A Partner may request a TAM pro bono for a limited engagement, but TAM management will
determine eligibility, and is discretionary based not only on eligibility but also by resource availability.
TAMs are currently available in all major regions, and can provide service in English, Spanish
(Americas only), Dutch (EMEA only), French, and German.
When a TAM is engaged, they have a broad scope; they can assist with a broad set of functions:
Accelerate successful implementation via consultation and push towards best practices
(includes Solution/infrastructure design and validation)
Customer/project advocacy and direct contact across SugarCRM organizations; all levels of
Technical Support, Product Management and Engineering.
Proactive identification of potential issues/prescriptive guidance
Change Control management
Risk assessment and mitigation
Managing Item Registers (support cases, bugs, enhancement requests) and escalations
through Support and Product
Training and deep dive workshops on specific areas
Requests or any related inquiries can be sent to TAMServices@sugarcrm.com
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Processes & Guidelines

Partner Name Changes
If your companys name changes but there are no changes to the underlying company (i.e. no
merger, reorganization, or acquisition), please follow steps to ensure our records are up to date:
1. Provide a letter on your company letterhead detailing the change from the name on record, to
the new company name.
2. Email complete letterhead to partner-advisory@sugarcrm.com
Partner Address Changes
If your companys primary, billing or shipping address changes:
Please notify us via email or letterhead detailing the change to partner-advisory@sugacrm.com
Payment Deviations
Specific business scenarios arise in which a customers order needs to be paid in a non-standard
payment that is not within the Partners Contractual Agreements. To process these types of nonstandard payments, a Payment Deviation Form is required to document the transaction either at the
opportunity level or named account
For example: Youre a Reseller Partner but your customer wants to pay SugarCRM directly. In this
case, SugarCRM collect the fees from the customers and pays the Reseller Partner the agreed to
Referral Fee for that specific order based on their current Partner level.
There are two generally accepted reasons for when a Payment Deviation can be approved for:
1. The Customer wants to do direct business with SugarCRM/Partner
2. Tax considerations and currency conversion makes it the most financially responsible
approach for the deal or customer.
How to obtain a Payment Deviation Form
1. Reach out to the appropriate SugarCRM Sales Representative to obtain the Payment
Deviation Form.
2. Sugar Sales Representative will need to get internal approval from the Head of Channel
Program to obtain the form.
3. Once approved, the SugarCRM Sales Representative will send you the form for signature
based on the type of transaction:
o Reseller to Referral Payment Deviation Form
o Referral to Reseller Payment Deviation Form
Please Note: Form is only valid when signed by both SugarCRM and the Partner
To avoid delays, approvals and completed form should be done in advance of a deal closing and
submitted to Orders-Desk for processing and documentation.
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Partner Acquisition
If your company undergoes an acquisition (i.e. acquired by a 3rd party or an existing SugarCRM
partner), an Assignment & Assumption agreement should be completed by both the acquired
company and acquiring company. Please follow the steps below to ensure transition is properly
processed.
Send the information below to partner-advisory@sugarcrm.com
Existing Partner
New Partner
Description of the transaction (provide as much detail as possible)
Exact date of the transaction
Billing Information
o Contact Name
o Title
o Address
o Phone Number
o Email Address
Account Contact (only if different than billings)
o Name
o Title
o Address
o Phone Number
o Email
Details of where to send Legal agreement
o Old Partner Name
Name and Email
o New Partner Name
Name and Email
Once our Channels Team has acknowledged receipt of your acquisition notice, youll have two
weeks to communicate the changes to all of your existing customers (suggested email
template will be provided by our Channel Operations team).
REQUIRED - Please cc: partner-advisory@sugarcrm.com when communicating changes to
customers
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Multi-Year Deal Guidelines

For the latest policy around multi-year deal guidelines, click here
Discontinuing your Partner Membership
If a partner decides to discontinue their partnership, a written notice (on their company letterhead)
needs to be completed confirming their intent to terminate. Partner must give at least a 30 day notice
before termination can go into effect. Below are instructions to guide you through the process.
Guidelines
1. Partner to send 30 day notice via company letterhead to partner-advisory@sugarcrm.com
2. Our Channel Operations team will confirm receipt of notice and request customer contact
information. Partners are required to send contact data within a week from the date requested.
3. Once contact information is received, our Customer Success Team will begin reaching out to
customers notifying them about the change as well as their options to move direct or to
another partner.
4. Once 30 days has expired, the following systems/keys will be disabled:
Your SugarCRM Partner Instance (keys will be disabled)
Partner Portal Access
Questions?
If you have any questions regarding our termination process, please reach out to your regional
Channel Director or send an email to partner-advisory@sugarcrm.com
Latest Partner Program Changes & Updates
To see the latest program and policy updates, please go to the Partner Portal Home Page
Partner Portal > Channel Partner Program Terms (Right Side Bar) > Announcements | Program
Changes & Updates
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How to stay up to date

Partner Portal
The Partner Portal should be your first go to resource when it comes to staying up to date with the
latest partner news, marketing sales tools, enablement resources and channel support. We
encourage all partners to make the Partner portal your homepage and your first line of contact. If you
need assistance in getting registered, please email: partner-advisory@sugarcrm.com
Bi-Monthly Partner Calls

Join us as we deliver the latest SugarCRM updates ranging from program changes, policy updates,
product releases, etc. Attending this webinar is the best way to stay up-to-date with all that's new with
Sugar. Attendance is mandatory for Channel Partners. Please make sure your organization is
represented.
How to register for the call
1. Log in to the Partner Portal: https://partners.sugarcrm.com
2. Go to Portal Home Page > Right hand side you will see the Bi-Monthly Call Registration link
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Partner Call Archives

You can view all recordings of past partner calls by visiting the Archives section.
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Bi-Monthly Partner Buzz Newsletter

Partner Buzz Newsletters are sent via email to all partners on a bi-monthly basis. A lot of important
information is provided and its also a great way for partners to stay up to date.
Important Reminders/Deadlines
Channel Development Updates
Updates on policies & processes
Product News
Upcoming Webinars/Events Registration Reminders
Channel marketing updates
- New Available Marketing Assets
- Marketing Best Practices
- Branding Guideline Reminders
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Confidential. Please do not share outside your organization.
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Opting Out
If you wish to unsubscribe from our email distribution list, you can do so by clicking unsubscribe at the
very bottom of any of our email communications (see screenshot below). Please note, by
unsubscribing, you will no longer receive any updates/communications via email including Bi-Monthly
Call Registration Reminders, Partner Buzz Newsletters, One-off alerts, etc.
How to re-subscribe
To re-subscribe, please email partner-advisory@sugarcrm.com
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Twitter Newsfeed
Follow our Channel Development News Feed: @SugarCRMChannel
Follow our SugarCRM News Feed: @SugarCRM
Please Note: Both newsfeeds are synced via the Partner Portal Home Page
Quarterly Partner Resource Webinars

As part of our ongoing enablement initiative, your Channel team is now hosting a quarterly Partner
Resource Webinar. Through these webinars we intend to educate partners on a variety of topics
varying from Sales and Marketing strategies, Customer Retention Tips and Tricks, Technical
Education to general "How-to's".
Partner Hosted Events & Webinars

https://www.sugarcrm.com/partners/news
One-off Alerts
There will be instances where we have an important policy update, breaking news, newly established
processes, etc. These types of communications will be sent via email to all partners.
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Finance
For all finance, accounts receivable, or general payment questions, please email ar@sugarcrm.com
and cc channelops@sugarcrm.com.
Billing
Payment Instructions
Subject to change, please check your invoice for most recent data.
To Pay by Credit Card
Log in at www.sugarcrm.com
Select the Make A Payment tab on the My Account page. Alternatively, contact SugarCRM
accounting at ar@sugarcrm.com or call (408) 454-6900.
To Pay by Check
Make Checks Payable in USD (NO overnight deliveries) to:
SugarCRM, Inc.
Dept. LA 23968
Pasadena, CA 91185-3968
Attn: Accounts Receivable
To Pay by Domestic Wire
Silicon Valley Bank
3003 Tasman Drive, Santa Clara, CA 95054
Acct# 3300842471
SWIFT Code: SVBKUS6S
ABA/IBAN#: 121140399
To Pay by International Wire
Silicon Valley Bank
3003 Tasman Drive, Santa Clara, CA 95054
Routing & Transit # 121140399
Swift Code: SVBKUS6S
Account #: 3300842471
TO ENSURE PROPER CREDITING OF PAYMENT, PLEASE REFERENCE INVOICE/SALES
ORDER BEING PAID
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Collections Policy
Reselling Partner Order to Cash Collection Policy
The purpose of this policy is to set forth a standard framework to ensure SugarCRM has a timely
collections process from Reselling Partners. Reselling Partners who sell SugarCRM offerings to their
customers contractually agree to SugarCRMs standard Net 60 Days payment terms. To request a
modification of these standard payment terms, contact your SugarCRM Sales Representative or the
SugarCRM Channel Sales Director.
Reselling Partners perform a majority of the Companys business transactions selling SugarCRM
products to customers and potential customers. As a result, these Reselling Partners represent an
important part of the SugarCRM order to cash process. To support SugarCRMs Reselling Partners,
the Company extends standard payment terms to Net 60 Days to allow time for Reselling Partners
to manage invoicing and collections from their customers who purchase SugarCRM offerings.
1.
Initial Invoice
The initial invoice is sent to the Reselling Partner after the order form has been received,
reviewed and accepted by SugarCRM. This represents the Invoice Date.
2.
15-Day Reselling Partner Order Confirmation

An Order Confirmation email is sent to the Reselling Partners Accounts Payable contact 15 days
after invoice date to confirm the invoice reached the Reselling Partner and that the order was
complete and correct.
3.
Reselling Partner 45-Day Courtesy Reminder

A courtesy email reminder will be sent to the Reselling Partners Accounts Payable contact 45
days after invoice date to confirm the payment has been scheduled. The email will include a
request to ensure the appropriate billing information has been provided for accurate and speedy
posting of the payment against the invoice. The Reselling Partner is expected to pay the invoice
in full by the due date.
4.
Reselling Partner Payment Resolution Plan

At any point during this process the Reselling Partner is unable to pay the outstanding balance
they are encouraged to contact their Channel Sales Director to negotiate a reasonable Payment
Resolution Plan. The Payment Resolution Plan requires approval from the reselling partners
executive management, the SugarCRM CFO or Corporate Controller and the SugarCRM Partner
Operations Executive.
5.
Reselling Partner Overdue Notice #1

This notice is sent to the Reselling Partners Accounts Payable contact one day after the invoice
due date to notify the Reselling Partner that their payment has not been received and that their
account is now past due. The Reselling Partner is also informed that their Partner Program Level
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Status (Elite or Advanced) and their New Order and Renewal Margin percentages will be frozen
at the level they were prior to their delinquent order. Frozen means 1) any margin increases or
Level Status changes made after the delinquent order invoice date shall be revoked and returned
to the values prior to the invoice date and 2) the Partner is not eligible for any increases in margin
or Level Status until the past-due payment is resolved.
6.
Reselling Partner Overdue Notice #2

If the Reselling Partner has not reached an agreeable resolution with SugarCRM, a second
overdue notice is sent to the Reselling Partners Accounts Payable contact 75 days after the
invoice date. This notifies the Reselling Partner that their account is now past due and they are
subject to 1) conversion from Reseller to Referral status and 2) removal from all marketing
activities including SugarCRM sourced leads.
7.
Final Reselling Partner Overdue Notice #3

If payment is still outstanding or an approved Payment Resolution Plan is not in place after 90
days, a final overdue notice is sent to the Reselling Partner notifying them that we have
completed 1) the conversion to a Referral Partner and 2) discontinued all marketing activities.
SugarCRM will initiate 1) changing the Partner Level to Basic status and 2) reducing New Order
and Renewal Margins to 10%.
8.
Notice to Initiate Termination

If payment is outstanding or an approved Payment Resolution Plan is not in place after 120 days,
SugarCRM will send an Initiate Termination notice to the Partner notifying them that we have 1)
changed their Partner Level to Basic, 2) reduced their New Order and Renewal Margins to 10%,
and 3) will initiate the Partner Termination process.
9.
Final Partner Termination and Collections Process

Once the Partner Termination is approved by the Executive Staff, the Channel Regional VP will
notify the Partner that 1) the termination process has been completed, 2) any outstanding
balance has been referred to our collection agency, and 3) all existing Partner customers have
been converted to SugarCRM Direct Customers.
10. Partner Re-Instatement Process during a 2 Year Period

1st Offense: Once Partner is current they will be reinstated after 30 days
2nd Offense: Once Partner is current they will be reinstated after 6 months
3rd Offense: Once Partner is current they will be reinstated after 2 years
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All about your partnership

Channel Program Terms Exhibit A
Click here
Support Services & Upgrade Policy

Click here
Important Legal Documents

Supplier Code of Conduct
Master Subscription Agreement
Partner Program FAQs

Click here
Resources
Best Points of Contact
Orders: orders-desk@sugarcrm.com
Account Renewals: wwrenewals@sugarcrm.com
Lead, Opportunities, or Account: Local Sales Contact
Sugar Support: http://support.sugarcrm.com
Sugar University: university@sugarcrm.com
Product roadmap questions: products@sugarcrm.com
Channel Marketing Advice: channelmarketing@sugarcrm.com
Finance, Accounts Receivable and Billing Questions: ar@sugarcrm.com
Anything else: partner-advisory@sugarcrm.com
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Helpful Links
Partner Portal Your single point of reference for all partner related news, sales/marketing
management tools, and various partner related training resources.
Support Portal is where you can submit support cases
SugarCRM Community Interact with our open community
Sugar University Sugar training and certification for end users, sales, admin, and developers
Developer Zone Provides access to Sugar community, blog, documentation, developer tools,
tutorials and resources.
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Channel Partner Program Guide - 05!02!16

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Channel Partner

Getting Started ............................................................................................................................................ 9

Your First 90 Days ...................................................................................................................................... 17

Working with SugarCRM ............................................................................................................................ 29

SugarCRM Banner stand and Poster ..................................................................................................................................................................35

How to stay up to date .............................................................................................................................. 52

All about your partnership ......................................................................................................................... 60

Access to Information and Tools

Your SugarCRM Partner Team

Collaborating for Shared Success

Provide Flexibility without Added Fees The combination of a comprehensive selection of

Repeatable Intellectual Property (IP) SugarCRM offers an IP ecosystem that encourages

Innovate Always SugarCRM continually evolves to capitalize on the latest innovations

Meet the Team

Accessing your Sugar Instance

Purchasing Additional User Licenses

Accessing your Demo Environment

Submit your Partner Web Listing

Company Logo, Company Description (unlimited number of

Company Logo, Company Description (max. 1000 characters),

Company Description (max. 250 characters), Phone number,

Hot Topic Webinars

Your First 90 Days

How to Register Leads

1. Log in to the Partner Portal

3. The following fields are mandatory when submitting a lead:

How to Manage Your Opportunities

How to Process an Order - Referral Partners

How to Process an Order - Reseller Partners

2. Select the preferred payment method: invoice or credit card

4. On the next screen, select customers primary contact.

Managing your Customers & Renewals

5. Send MSA Agreement for click-through acceptance and click checkout

Helpful Tips for Renewal Orders & Discounts

Managing Customers Employee Access

Get Ready, Get Certified

Fast track to onboarding

2016 Certification Requirements

How to Get Started

Working with SugarCRM

Marketing Planning Guides

SugarCRM Marketing Plan Template

Webcast and Event Best Practices

How to post your upcoming Webcast or Event

Suggested Ways to use Campaign Kit Material

Sugar Value Accelerator Supporting Renewal and Expansion

eBook (Guide & Best Practices)

SugarCRM Logos and Branding Guidelines

SugarCRM Partner Badges

SugarCRM Banner stand and Poster

SugarCRM Company Description Copy Blocks

Press Release Templates for SugarCRM Partners

Latest Competitive Battle cards and Analyst Reports

IBMs Adoption of Sugar: A Lesson in Global

SugarCRM Editions and Pricing

Corporate Overview Datasheet

Corporate Overview Datasheet German

Sugar Professional Datasheet Spanish

Corporate Overview Datasheet French

Corporate Overview Datasheet Italian

Sugar Professional Datasheet Japanese

Sugar and IBM:

Sugar and IBM - Product Overview