Partner Handbook - Momentum TelecomThis partner handbook is your go-to introductory resource! As you and your team get ... share best practices and discuss other key strategies relevant

P a r t n e r H a n d b o o k

P a r t n e r H a n d b o o k

4PARTNER HANDBOOK |

TABLE OF CONTENTS

Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Key Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Escalation List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

User Information Sheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

VAR Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Momentum Partner Marketing Resources . . . . . . . . . . . . . . . 11

Order & Implementation Procedures . . . . . . . . . . . . . . . . . . . 12

Porting Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Technical Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Commissions & Upfront Payments . . . . . . . . . . . . . . . . . . . . . 19

Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Subscriber Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Other Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Sales and Implementation Process (Bird’s Eye View) . . . . . . . 21

PARTNER HANDBOOK | 5

WELCOMEWelcome to the Momentum team! We are thrilled that you have joined the Momentum Valued Partner Program and we’re looking forward to working together .

At Momentum, we understand the critical nature of communications services to businesses, and take our responsibility seriously . It is our mission to make certain that you have access to the best communications options to ensure your company is able to deliver the very best to your customers .

With our world-class network and team of expert support professionals on your side, we truly believe you will enjoy great success with this partnership .

This partner handbook is your go-to introductory resource! As you and your team get acquainted with the Valued Partner Program, this packet will be helpful introducing you to the Momentum sales and order process . We recommend taking some time to read through it now and keeping it handy for future reference .

If you have any questions or need assistance, please don’t hesitate to reach out to our team . Our channel managers, regional sales managers, solutions design engineers, sales operations team, and project managers are always here to help . Momentum is committed to doing everything possible to deliver an exceptional partner experience .

Sincerely,

Elizabeth Waldrop

Sales Operations Manager


KEY CONTACTSMomentum has a team of support professionals to assist you with any technical, billing or account questions . Please make special note of the following support information:

Support by phone: 1-888-538-3960

Support online: www .momentumtelecom .com/support

Order information: implementation@momentumtelecom .com

VAR support: varmngt@momentumtelecom .com

Sales Operations Manager Elizabeth Waldrop

ewaldrop@momentumtelecom .com

205 .202 .8235

SVP of Customer Experience Jennifer Jacobs

jjacobs@momentumtelecom .com

205 .978 .4454


TRAINING Initial Training

To get started, you will meet with your channel manager to build a customized training plan that fits both your company’s needs and schedule. During this time, you will work closely with our team to learn about Momentum’s extensive product offering in addition to the full scope of our partner procedures .

Ongoing Training

Monthly webinars will be conducted to provide continued training on Momentum’s products, introduce new applications, share best practices and discuss other key strategies relevant to our solution . It is our goal that these will be informative and helpful to you and your business .

Momentum University

Momentum University is an online knowledge base of training and support content that will equip you with the tools you need to learn about Momentum’s best-in-class cloud services .

To access Momentum University, simply visit www .momentumtelecom .com/mu

SUPPORT


In an effort to ensure that you can always find a solution to any issue you may be having, Momentum provides several different avenues for you to get the help you need . From online learning tools, to support hotlines and email accounts, you can be sure that you’ll never be far from a solution .

Support Contacts

• Support by Phone: 888-538-3960

• Support Online: www .momentumtelecom .com/support

• VAR Support: varmngt@momentumtelecom .com


ESCALATION LISTS

TECHNICAL ESCALATIONSContact Name Title Email PhoneTracy Bogans - Level 1* Retail Support Manager [email protected] 267.940.6576

Marcia Preston - Level 1* Retail Support Supervisor [email protected] 267.940.6573

Don Millican - Level 1** Retail Support Manager [email protected] 205.978.6074

Sharon Myricks Level 1** Retail Support Supervisor [email protected] 205.978.4493

Brenae English - Level 2 Director, UC Support [email protected] 205.824.6806

Jennifer Jacobs - Level 3 SVP, UC Operations [email protected] 205.978.4454

* Level 1 contact for legacy Alteva customers** Level 1 contact for legacy Momentum customers

IMPLEMENTATION ESCALATIONSContact Name Title Email PhoneScott Frost VP, Service Delivery [email protected] 205.978.6076

Jennifer Jacobs SVP, UC Operations [email protected] 205.978.4454

SALES ESCALATIONSContact Name Title Email PhoneSean Cramer Director of Sales, West [email protected] 720.583.9996

Shawn Nauert VP, Sales [email protected] 502.498.8983

Chuck Piazza EVP, Sales and Marketing [email protected] 502.272.9183

ACCOUNT MANAGEMENT ESCALATIONSContact Name Title Email PhoneTrish Strehle Director, Account Management [email protected] 267.234.7343

Jennifer Jacobs SVP, UC Operations [email protected] 205.978.4454

GENERAL ESCALATIONSContact Name Title Email PhoneTodd Zittrouer President and COO [email protected] 678.399.9440

Bill Fox CEO [email protected] 205.978.6035


MOMENTUM PARTNER MARKETING RESOURCESMomentum’s Marketing materials including Brochures, Product and Data Sheets as well as co-brandable materials are available for download on our partner webpage . You will also find an upcoming events calendar and promo information.

Many partners choose to highlight their Momentum partnership online . For your convenience, we have made our logos readily available . Navigate here to download:

www .momentumtelecom .com/agent/ .


BIRD’S EYE VIEW: SALES PROCESS

CONTRACT ORDER RECEIVED (PENDING SALES) Momentum is awaiting all required documents that are missing .

PROPOSAL This is a proposal presentation to the client . The presentation should consist of a “pain point” summary and a solution to the need and pricing .

CONTRACT DELIVERED This is the stage that is selected once we have delivered/sent the paperwork .

PRE-

FUN

NEL

FUN

NEL

If Pre-Funnel Stage Deal

cannot proceed for any reason .

REJECTED

RE-ENGAGED

MARKETING DRIP CAMPAIGN

DEAL REGISTRATION Before registering any opportunity, search SF to make sure the lead is not already being worked . If it is, bring to regional directors attention before registering the deal . If not, any lead from any source that is brought to the sales team needs to be registered .

ASSIGNMENT From time to time, opportunities will be assigned based on the size, demographic and lead source . If an opportunity is assigned to you, you own it and it’s stages, going forward .

AWAITING PRESENTATION Moving an opportunity from assignment to this stage requires a call to the client or partner and you are in the process of presenting to the client . Should have an estimated MRC .

PRESENTATION you have presented to the client either via webinar or face-to-face .

DECISION DELAYED

RESUBMIT

FAILEDAPPROVED

Please see Implementation Process on page 16

ORDER VERIFICATION Validate all products and pricing and verify all contracts and documentation .

SALES SUPPORT REVIEW Sales Support will review for all required documents, as applicable .

APPROVED

CLOSE WON The sales person will put it into this stage once the signed paperwork has been received .

DISQUALIFIED If a deal was being worked but does not meet our parameters prior to being quoted, please put in this stage .

CLOSE LOST This is the stage that is selected once we have delivered/sent the paperwork .


MOMENTUM ORDER & IMPLEMENTATION PROCEDURESHere is a comprehensive list of items that will need to be fulfilled for each order. Each step also includes the responsible party or parties associated with each item .

Customer Provided

F Signed Contract: must include the line items

F Customer Contacts: email and phone number

» Call Flow Design » Billing » Installation

F Location Address: For all locations

F CC Form/Check: only needed if purchasing equipment

F LOA: Only needed if porting Telephone Numbers

» One per Location or Losing Carrier Account

F Telephone Number List: Only needed if porting Telephone Numbers

F Temp 2 Port Form: Only needed if porting Telephone Numbers . Customer may decline using temporary numbers . Just have the write Declined on the form for clarity

F Bill Copy: Only needed if porting Telephone Numbers or 800#

» One per Location or Losing Carrier Account

F Resp Org: Only needed if they are porting toll free numbers . Bill copy required and needs to be dated within 30 days or port will be rejected .

Momentum Responsibility

F ICB Approvals: to be completed by Regional Sales Manager .

F Scope of Work: This will be provided by the Momentum Solution Design Engineer

F Network Diagram Visio: This will be provided by the Momentum Solution Design Engineer

F Broadband Quote:Only needed if circuit quoted . This will be provided by the Momentum Employee who pulled quote from underlying provider . Our operations team cannot order these circuits if the quote is not attached to the opportunity


INSTALLATION » PM will work with Field Engineer / Implementation Engineer (FE / IE) and customer to schedule install and cutover

» Maintain primary contact during installation

» Install as designed and configured

» Install and test equipment and phones

» Port numbers if applicable and test functionality and call flow

» Provide training (remote and/or onsite by FE for admin)

» Customer sign-off checklist

POST INSTALL CALL » FE will monitor Broadband for stability and enter case for NOC to monitor .

» All customer questions or requests will be handled by PM or FE/IE for at least 10 days post install

» Send a welcome email to Momentum support

» Customer will be asked retail survey questions

» Customer will be officially handed off to Retail Support and/or Account Manager for all requests or questions 10 days after the install

WELCOME CALL » Call will be followed up with email restating conversation

» If call is not answered or not returned, email will be sent anyway .

» Will thank them for signing with Momentum . Welcome them to our service and set expectation for the next phase .

» Will include typical time frames and needed information

» Voice Order

» Orders will be placed and provisioned with local carriers (usually temp process if porting and usually placed AFTER broadband, if applicable)

» As rejections and clarifications arise, the customer will be notified and scheduled for install

» As due dates are set by the carriers, the customer and FE will be notified and SCHEDULED FOR INSTALLS

» Broadband

» Order with carrier (usually placed prior to voice)

» If clarified, PM will work with SE to clear .

» When due dates are set for site surveys, loop installs, and final installs, the customer and FE will be notified and scheduled

Note: Typical time frames are 20-180 days depending on carrier and type ordered.

» Equipment

» Ordered

» Once we receive tracking numbers and MACs, they will be emailed to customer and FE

» Phones and ATAs will be pre-provisioned

» Adtrans and routers will be provisioned by VAR or FE

Note: Typical time frames are 5 days depending on in stock equipment and 3 step approval process. Credit card must be process or check must be in corporate office to begin process. Rental/leasing paperwork WILL hold up an order if not correct.DEAL COMPLETE

BIRD’S EYE VIEW: IMPLEMENTATION PROCESS


PORTING PROCESSThe porting process will take up to 30 business days for most orders and can take up to 60-90 days for larger orders containing 50+ numbers . Please read this section carefully to help this process go as smoothly as possible .

Letter of Authorization

The customer will need to fill out a Letter of Authorization (LOA). To complete the form, the customer should provide a list of all phone numbers on their existing account, indicate which numbers will need to be ported and include the account information with the losing carrier . Momentum will wait to submit the request to port until after the account is set up . This will ensure that there is time to get equipment to the customers, and that service is ready to be activated at the time of the port .

Multiple Locations or Accounts

For each location or account where a number is being ported from, a separate LOA will be required . The list of telephone numbers associated with each LOA should only include those that are on that specific account. Customers can request to port all locations on the same day or on different days . Partners will need to promptly relay their decision to the implementation team to ensure this is possible .

800 Numbers

If porting 800 numbers, customers will fill out a responsible organization (RESP ORG) form in lieu of a LOA . Please make sure to attach a copy of the customer’s most recent bill that shows the 800 number being billed and a user data sheet indicating the DID that the 800 number should point to .


Please Note: Customers who make changes to their port date within 48 hours of the scheduled port time will be responsible for additional fees .

Time Schedule

The Firm Order Confirmation (FOC) date is set by the losing carrier. As soon as Momentum receives a port date from the losing carrier, the specified contact(s) will receive an email notification and request confirmation from the customer.

Momentum ports can be scheduled between 7am and 6pm CST Monday-Thursdays and 7am until 12 pm CST on Fridays. Ports generally take between fifteen minutes and an hour to complete. A notification email will be sent to verify when the port has completed .

We cannot stress enough how important it is that the information provided in the LOA is accurate . The losing carrier may deny port requests for various reasons . If the address, account number, billing telephone number or authorized contact name are incorrect, it will delay the porting process . Should a port be denied for any reason, a 5-7 business day response time from the losing carrier will begin again when we resubmit the request with corrections . If there are multiple errors, it is possible for a request to be denied multiple times .


Example: If a customer’s activation date is March 17th, the first invoice will be generated on the 22nd, billing for 3/17 – 3/21 and 3/22 – 4/21 .

On-Going Support

Should you need additional assistance, contact our customer support team at: 888-538-3960 . To help us better assist you, we ask that you be ready with either the associated account number, customer name or phone number .

Also, be prepared to answer the following questions:

» Is this an isolated issue or is it widespread?

» What are the basic symptoms you need to fix?

» Do you have a call example including date, time of call and calling number?

» What, if anything, has already been tried to resolve this issue?

» Is there a history of this issue happening to this user or at this location?

» Are there any more details you can share that may be helpful in getting this resolved?

BILLING

Billing will be handled by Momentum and will begin on the first day service is activated . Billing cycles are the 1st, 8th, 15th and 22nd of the month . Momentum does bill in advance so customers will see proration of services on their first bill.

If there is an issue regarding a bill, please have customers call our support department at 888-538-3960 .


VAR PORTALMomentum gives you access to a customized portal for tracking your commissions . Ask your partner coordinator for login credentials and details about portal training .

To access the VAR Portal, visit www .momentumpartner .net .

Commission Reports

» All VAR Commission Report – All historical commission information for Residual Commissions

» VAR Commission Rolling 12 – Historical commission on rolling 12 for Residuals

» VAR Commission Report – Last Month: Monthly Recurring commissions for the most recent month

» VAR Commission Report – Last Month with Type: Monthly Recurring Commission for the most recent month with Service Type ( Applicable for commissions on former Alteva Accounts and Momentum accounts for billing April 2018 forward)

» Upfront Commissions Report – All Historical Upfront/Spiff payments

» Upfront Commissions Report – Upfront/Spiff payments for most recent month’s commissions

Implementation Reports

» Sold but Missing Paperwork – All opportunities with Signed contract but Missing other key information to get Order Processing Started

» Missing Paperwork Details – Identifies Completed, Missing, and N/A documents from required documents list for each opportunity Closed Won but missing paperwork for Order processing

» VAR Implementation Report: Open – Status and Details on all ongoing Implementations

» VAR Implementation Report: Completed – Shows all Implementations completed current and previous monthv

REPORTS SECTION


MOMENTUM IMPLEMENTATION STATUSESNew – Opportunity Approved by a PM to be worked . During this stage, PM will have the internal Kickoff with Sales and Sales Engineer to review all aspects of the upcoming implementation . PM will also send out the welcome email and schedule a time to do the welcome call with client and/or Partner .

Pending Call Flow/UIF – PM should change to this status upon completing welcome call . PM should have outlined the steps of the Implementation process and discussed a plan for working on the Call Flow/UIF .

In Process – PM should change to this status upon completing the Call Flow/UIF (User Information Form) . The implementation should only stay in this status until the order has been placed into RPX .

Pending FOC – Order and LNP has been placed and request sent to carrier and waiting for FOC to be received/confirmed. (May show Month in Forecast date as an estimate on when we are trying to complete installation)

Due Date Pending – We have received FOC and waiting for the date to arrive . If only new numbers, then you will still see a date in field FOC Date as the “planned install date” .

Follow-Up – Implementation has been completed and in the required 2–week (10 day) follow–up period . Any post install issues will be addressed during this timeframe .

Complete – All activities should be complete along with the customer having been handed off to Retail Support or Account Management .

On Hold: Staged/Multi–Location – Implementations should be placed in this status for multi–locations deals where the client is only allowing us to install them one or two locations at a time .

On Hold: Pending BB Install – Implementations should be placed in this status only for installs where the BB is being provided by Momentum . (If BB is provided by someone other than Momentum, then status should be ‘On Hold’)

On Hold – Implementations should be placed in this status when the PM is prevented from moving forward by the client due to 1) client moving to a new location; 2) awaiting BB installation (non–Momentum); 3) new and/or changes to network infrastructure; 4) client waiting until current contract expiration; 5) or any other client related issue .

On Hold: Referred to Sales – Implementations should be placed in this status when the PM has tried many times over a period of time to get or keep things moving and the client is being unresponsive or not allowing the implementation to move forward . May require assistance from Partner .

Closed Lost – Implementation & Opportunity will be marked as closed lost upon approval by Sales Management that the deal/implementation has been lost and will not be moving forward .

Be Sure to check the Partner Notes section for details on any Status Updates or Notes from the Project Manager!!!!


COMMISSIONS + UPFRONT PAYMENTSWe work very hard to ensure that all payments made are accurate and timely . Commissions for the previous month’s billings are paid every month around the 25th . Commission on an account will begin the month after the customer’s first invoice is issued and is paid in full .

Upfront payments will be processed at the same time as commission payments . However, they will be paid the month after installation . This is not an indication of when residual commissions will begin for an account .

You will be notified via email when monthly commissions or upfront payments are loaded into the VAR Portal .

EQUIPMENTMomentum does sell and rent equipment directly to customers at Momentum’s retail price . All phones are ordered with a power supply .

We encourage you to take advantage of our relationship with NetxUSA . Establishing an account directly with Netx will allow you to purchase equipment at Momentum’s volume discount, resell the equipment to your customers and increase your profit margins . You can manually provision the phones yourself, or, for a small fee (only $4 per phone and $10 for routers or switches), NetxUSA will additionally apply the correct Momentum profile rule. We highly recommend utilizing this service and building it into the cost of the phones .

For more details, reference the price catalog or contact your partner coordinator .

SUBSCRIBER PORTALMomentum has a custom subscriber portal that allows each individual user to manage their own account settings from anywhere with internet access . Once account setup is complete, Momentum will send the main contact a notification email that includes the subscriber portal’s administrative credentials . The administrator can then log in to setup auto attendants, hunt groups, universal settings, individual users and more .

Example: If a customer’s service begins March 5th, their initial invoice would be generated on March 8th . This particular customer does not pay their invoice until April 14th . We would not begin paying commissions on this account until May, but that first commission payment would include the monthly recurring revenue for services billed in both March and April .


OTHER APPLICATIONSMomentum offers several other applications in addition to our Enterprise Voice product including, but not limited to, Archive: Call Recording, Call Center, CRM Connector, Collaborate, Gist: Voicemail Transcription and Momentum Mobility with Messenger .

To assist you and your customers, Momentum Support has developed documentation for each of these applications .

Download Quick Start Guides:

www.momentumtelecom.com/mu


TECHNICAL INFORMATIONIn an effort to consistently deliver reliable, quality communications services Momentum recommends that all partners take an active role in managing the basic standards regarding network design and performance . There are three main steps to keep in mind for every new deployment:

» Pre-sale audit

» Installation and setup

» Post-installation and on-going support

We believe that the recommendations provided will help you be effective during each step of this process . Following these guidelines will not only have a positive impact on each of your customer’s experiences, but it will also further your sales efforts and further solidify your status as a trusted advisor .

We understand that each partner has different levels of network expertise . Should you need further guidance or additional documentation for proper network setup, feel free to reach out to your sales engineer .

Pre-Sale Audit

Remember to always check for these basic voice requirements:

» Space: Make sure you understand where everything will go and that adequate space is available .

» Power: Find out if the customer has Power over Ethernet (POE), a power plug for each device or if power adapters need to be ordered .

» Internet bandwidth: Each active or concurrent call will use 80-90k of bandwidth for both upstream and downstream .

» Firewall/router status: Setup to allow our traffic. This means open TCP/UDP Port 5060 and RTP ports, no SIP FIXUP/Translation and the correct settings for TCP/UDP timeouts .


Installation and Setup

Test the customer’s network before going live .

Most SIP Phones/ATAs should be delivered ready to go – “Plug ’N’ Play .” However, if you have to set up existing devices, manually provision any device or need install help, our customer support team is willing and available to assist .

To further enhance the customer experience, we have developed quick start guides for both users and administrators for each of our products .

Check out www .momentumtelecom .com/mu to view the aforementioned training materials and more .

Post Installation

Though we certainly don’t anticipate any issues with our service, we believe it is essential to be prepared for any situation . To ensure our subscribers always stay connected, Momentum designed our hosted service to include many built-in disaster recovery features . We encourage partners to educate their customers about the full functionality of our solution, and to demonstrate how to set up and utilize the available features .

Key features to highlight:

» Password recovery for the subscriber portal

» Call forward not reachable

» Find me / follow me

» Anywhere

» Forwarding voicemail to multiple email accounts


USER INFORMATION SHEETIn an effort to streamline the sharing of information, Momentum asks that you utilize the User Information Sheet we have developed. This is an Excel workbook file, which will be uploaded as an attachment to the customer account in the VAR Portal . Using this sheet allows both the partner and the Momentum team to have access to this information .

User Details Form (Required)

This form is critical to making sure that orders are filled out and submitted correctly the first time, and we will be happy to assist you should you have any concerns. This form is used for communicating to Momentum which phone numbers will need to be assigned to specific users, plan details, phone make / model, if a number should be listed, etc . It also includes information for:

» Main numbers: Include any products that will be assigned to a phone number (i .e . hunts groups, virtual numbers, auto attendants and toll free numbers) .

» Multiple locations: Break down each piece of information by location and add the number of users required for your order .

» Sidecars or extra space for BLFs: Contact your sales engineer for the correct format to handle these requests .

» External equipment: Fill in the MAC ID information if you or your customer will be providing the equipment . This is required to process the order and to get equipment provisioned on our server .

Once the order has been submitted, Momentum will provide any details we are responsible for, and then promply return this to you so it can be used in installation .

AA & HG Setup

If you provide the necessary information at the time of order, implementation will be happy to get these set up for you initially .

NOTES

momentumtelecom .com

Documents

Partner Handbook - Momentum TelecomThis partner handbook is your go-to introductory resource! As you and your team get ... share best practices and discuss other key strategies relevant