PartnerWorks: Pre-Audit Questionnaire

The Extreme Networks PartnerWorks certification requires all participants to complete a program compliance audit. This pre-audit questionnaire is designed to simplify the data collection process and to expedite scheduling of your compliance audit meeting. This questionnaire takes approximately 30-45 minutes to complete and is a one-time submission process. Do not submit your pre-audit questionnaire with insufficient information as it will cause delays. Once submitted, an auditor will review your responses and support documentation within 3-5 business days to either confirm audit scheduling or to provide feedback for clarification on insufficient responses, etc. Failure to comply with any of the pre-audit questionnaire responses may lead to Partner disqualification without engaging in an audit. Note: Some questions require "proof of practice" which requires you to attach supporting documentation at the end of this questionnaire. Should you have any questions, please send an email to partnerworks@extremenetworks.com.

ACCOUNT INFORMATION

ACCOUNT INFORMATION

1. Enter your company name

2. Enter the region your company operates in to service Extreme Customers

3. Enter your company country

4. Enter your company subregion

5. Enter the name of your Extreme Partner Account Manager

6. Enter your company's Partner Level

A fully executed Channel Agreement between Extreme and the Partner shall be in place prior to consideration to enter into the PartnerWorks program.

Diamond

Gold

Authorized

PROGRAM INFORMATION

PROGRAM INFORMATION

7. Read and confirm your understanding of the PartnerWorks Service Description information:

https://extremenetworks.webinfinity.com/content/638225

Yes

No

8. Read and confirm your understanding of the Partner of Record Policy:

https://extremenetworks.webinfinity.com/content/638219

Yes

No

9. Share you current service attach rate, service renewal rates, and penetration rate.

Explain how your company measures and monitors service metrics: Attach Rate and Renewal Rate. What is your latest measures for these metrics?

10. What technology specializations to you hold?

To check your current specialization by accessing the Partner Performance Dashboard: https://extremeportal.force.com/ExtrPartnerProgHome

SERVICE MANAGEMENT

SERVICE MANAGEMENT

11. Do you have a formal order management process?

Note: Supporting documentation is required.

Yes

No

12. Do you have a documented inventory management process?

Note: Supporting documentation is required.

Yes

No

13. Do you have an asset/configuration management methodology?

Note: Supporting documentation is required.

Yes

No

14. Do you have a dedicated support group or person responsible to receive calls/emails/web cases 24x7x365?

Yes

No

15. Do you have a dedicated testing and troubleshooting lab?

Location of lab with a list of products and serial numbers. Note: Supporting documentation is required.

Yes

No

16. Do you publish your service offering and service descriptions on your public website?

Types of Services Currently offered by Partner to their End-User Customers. Note: Supporting documentation is required.

Yes

No

17. Do you maintain Customer service levels?

Note: Supporting documentation is required.

Yes

No

18. Share any customer references

19. Do you have a dedicated area where you perform customer solution demonstrations?

Yes

No

INCIDENT/PROBLEM MANAGEMENT

INCIDENT/PROBLEM MANAGEMENT

20. Do you have dedicated project managers for your implementation projects?

Yes

No

21. Do you retain and share your Customer network design documentation?

Note: Supporting documentation is required.

Yes

No

22. Do you have a formal project cutover process from Deployment to Support?

Yes

No

23. Do you maintain a formal training process for new hires?

Note: Supporting documentation is required.

Yes

No

24. Enter the name your case management system?

25. Do you have a dedicated L1/L2 Technical Support group?

Yes

No

26. Enter the name of your escalation manager

27. Do you have documented case management case entry/update procedures?

Note: Supporting documentation is required.

Yes

No

28. Do you retain historical case management information?

Note: Supporting documentation is required.

Yes

No

29. Do you have dedicated on-site support.

Note: Supporting documentation is required.

Yes

No

30. Do you have remote troubleshooting access?

In-band

Out-of-band

Both

Not applicable

31. Does every support contract have an SLA?

Note: Supporting documentation is required.

Yes

No

32. Do you maintain SLA metrics?

Note: Supporting documentation is required.

Yes

No

33. Do you have a sparing strategy?

Note: Supporting documentation is required.

Yes

No

Not applicable

34. Do you have an inventory control process?

Note: Supporting documentation is required.

Yes

No

Not applicable

35. Do you have an asset tracking procedure?

Note: Supporting documentation is required.

Yes

No

36. Do you have a dedicated shipping and receiving personnel?

Note: Supporting documentation is required.

Yes

No

Not applicable

37. Do you have physical security for your lab and depot?

Note: Supporting documentation is required.

Yes

No

Not applicable

38. Where is your spare parts depot located?

On-premise

Co-Located

Remote

Not applicable

39. Do you have a "restocking" procedure?

Note: Supporting documentation is required.

Yes

No

Not applicable

Additional Information

Additional Information

Upload documentation describing your company's process or workflow with the responsible group and contact name/email. PDF (Portable Document Format) is recommended.

Drop your files here

40. Authorized Consent

Partner agrees that the information collected in this pre-audit questionnaire is a true, accurate and a reasonable representation of Partner's practices and processes for participation in the Extreme PartnerWorks program. Extreme reserves the right to request an audit or review of the pre-audit questionnaire information at its discretion. Extreme shall decide at its sole discretion whether or not to certify Partner for PartnerWorks. No statements by the Extreme Channel Account Manager or its Partner personnel will be binding upon Extreme.

Yes

No

41. Partner Contact name

42. Partner contact email address

Send me a copy of my responses