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

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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.

PROGRAM INFORMATION

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

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

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

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

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

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

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SERVICE MANAGEMENT

11. Do you have a formal order management process?*

Note: Supporting documentation is required.

12. Do you have a documented inventory management process?*

Note: Supporting documentation is required.

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

Note: Supporting documentation is required.

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

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.

17. Do you maintain Customer service levels?*

Note: Supporting documentation is required.

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

INCIDENT/PROBLEM MANAGEMENT

20. Do you have dedicated project managers for your implementation projects?*
21. Do you retain and share your Customer network design documentation?*

Note: Supporting documentation is required.

22. Do you have a formal project cutover process from Deployment to Support?*
23. Do you maintain a formal training process for new hires?*

Note: Supporting documentation is required.

25. Do you have a dedicated L1/L2 Technical Support group?*
27. Do you have documented case management case entry/update procedures?*

Note: Supporting documentation is required.

28. Do you retain historical case management information?*

Note: Supporting documentation is required.

29. Do you have dedicated on-site support.*

Note: Supporting documentation is required.

30. Do you have remote troubleshooting access?*
31. Does every support contract have an SLA?*

Note: Supporting documentation is required.

32. Do you maintain SLA metrics?*

Note: Supporting documentation is required.

33. Do you have a sparing strategy?*

Note: Supporting documentation is required.

34. Do you have an inventory control process?*

Note: Supporting documentation is required.

35. Do you have an asset tracking procedure?*

Note: Supporting documentation is required.

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

Note: Supporting documentation is required.

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

Note: Supporting documentation is required.

38. Where is your spare parts depot located?*
39. Do you have a "restocking" procedure?*

Note: Supporting documentation is required.

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.

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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.

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