White Label Partner Program Agreement
Last updated: January 10, 2025
This White Label Partner Program Agreement (“Agreement”) is entered into between TELAIR.NET LTD. (“TELAIR,” “we,” “us,” or “our”) and the partner entity (“Partner,” “you,” or “your”).
1. Program Overview
Section titled “1. Program Overview”The TELAIR White Label Partner Program (“Program”) enables qualified partners to resell TELAIR’s communication and collaboration services under a white label arrangement. Partners can offer TELAIR services to their customers with their own branding while leveraging TELAIR’s infrastructure and technology.
2. Partner Eligibility
Section titled “2. Partner Eligibility”2.1 Qualification Requirements
Section titled “2.1 Qualification Requirements”To qualify as an Eligible Partner, you must:
- Be a registered business entity operating in Canada
- Demonstrate technical competency in telecommunications or IT services
- Maintain appropriate business licenses and insurance
- Have established customer support capabilities
- Not be in direct competition with TELAIR’s retail offerings
2.2 Application Process
Section titled “2.2 Application Process”Partner applications are reviewed based on:
| Criteria | Requirements |
|---|---|
| Business Standing | Valid business registration and good credit |
| Technical Capability | Demonstrated expertise in telecom/IT |
| Support Infrastructure | Ability to provide customer support |
| Market Presence | Established customer base or market strategy |
| Financial Stability | Ability to meet payment obligations |
3. Service Offerings
Section titled “3. Service Offerings”3.1 Available Services
Section titled “3.1 Available Services”Partners may resell the following TELAIR services:
- Business Phone Systems (Triton Series)
- Unified Communications platforms
- Related hardware and accessories
- Add-on features and services
3.2 Pricing Structure
Section titled “3.2 Pricing Structure”| Service Level | Partner Discount | Minimum Commitment |
|---|---|---|
| Starter | 50% off list price | 25 seats/month |
| Growth | 55% off list price | 100 seats/month |
| Enterprise | 60% off list price | 500 seats/month |
Note: Discounts apply to posted retail prices. Custom pricing available for large deployments.
4. Partner Responsibilities
Section titled “4. Partner Responsibilities”4.1 Customer Support
Section titled “4.1 Customer Support”As a white label partner, you are responsible for:
- First-Line Support: Handling all customer inquiries and basic troubleshooting
- Account Management: Managing customer relationships and billing questions
- Technical Support: Providing initial technical assistance before escalation
- Documentation: Maintaining customer records and support history
4.2 Sales and Marketing
Section titled “4.2 Sales and Marketing”Partners must:
- Accurately represent service capabilities
- Maintain professional marketing standards
- Comply with all advertising regulations
- Not make unauthorized claims about services
4.3 Customer Onboarding
Section titled “4.3 Customer Onboarding”Partners handle:
- Customer acquisition and contracting
- Service configuration and setup
- Training and orientation
- Ongoing account management
5. TELAIR Responsibilities
Section titled “5. TELAIR Responsibilities”5.1 Infrastructure and Services
Section titled “5.1 Infrastructure and Services”TELAIR provides:
- Core telecommunications infrastructure
- Service provisioning and activation
- Backend system maintenance
- Platform updates and improvements
5.2 Partner Support
Section titled “5.2 Partner Support”TELAIR offers partners:
| Support Type | Description | Availability |
|---|---|---|
| Technical Escalation | Backend infrastructure support | 24/7 |
| Partner Portal | Order management and provisioning | 24/7 |
| Training Resources | Product and technical documentation | On-demand |
| Account Management | Dedicated partner support | Business hours |
5.3 Billing and Invoicing
Section titled “5.3 Billing and Invoicing”- Monthly invoicing for all active services
- Net 30 payment terms
- Automated billing reports
- Usage tracking and analytics
6. Ordering Process
Section titled “6. Ordering Process”6.1 New Customer Orders
Section titled “6.1 New Customer Orders”- Submit customer details via Partner Portal
- Use partner coupon code for discounted pricing
- Review order details before submission
- TELAIR sends service agreement to end customer
- Service activation upon agreement execution
6.2 Order Requirements
Section titled “6.2 Order Requirements”All orders must include:
- Complete customer contact information
- Service configuration details
- Accurate billing information
- Signed authorization from customer
7. Support Escalation
Section titled “7. Support Escalation”7.1 Partner Support Levels
Section titled “7.1 Partner Support Levels”| Level | Included Support | Response Time |
|---|---|---|
| Basic | Email support, knowledge base | 24-48 hours |
| Standard | Priority email, phone support | 4-8 hours |
| Premium | Dedicated support, SLA guarantees | 1-2 hours |
Additional support packages available - see Partner SLA
7.2 Escalation Process
Section titled “7.2 Escalation Process”- Partner provides first-line support to customer
- Partner submits escalation ticket with details
- TELAIR technical team investigates
- Resolution communicated to partner
- Partner communicates resolution to customer
8. White Label Branding
Section titled “8. White Label Branding”8.1 Permitted Branding
Section titled “8.1 Permitted Branding”Partners may:
- Use their own company branding on customer-facing materials
- Create custom documentation and training materials
- Develop branded customer portals
- Market services under their company name
8.2 Branding Restrictions
Section titled “8.2 Branding Restrictions”Partners may not:
- Modify TELAIR’s core service interfaces
- Claim ownership of TELAIR technology
- Use TELAIR trademarks without permission
- Misrepresent the service provider relationship
9. Performance Requirements
Section titled “9. Performance Requirements”9.1 Minimum Commitments
Section titled “9.1 Minimum Commitments”To maintain partner status and pricing:
- Achieve monthly minimum seat requirements
- Maintain 90%+ customer retention rate
- Resolve support tickets within SLA
- Keep customer accounts current
9.2 Performance Reviews
Section titled “9.2 Performance Reviews”Annual reviews evaluate:
| Metric | Target | Consequence of Missing Target |
|---|---|---|
| Monthly Volume | Per tier minimums | Pricing adjustment |
| Customer Satisfaction | 85%+ | Improvement plan required |
| Payment History | Current | Account suspension possible |
| Support Quality | SLA compliance | Additional training required |
10. Complimentary Services
Section titled “10. Complimentary Services”10.1 Partner Benefits
Section titled “10.1 Partner Benefits”Qualifying partners receive:
- Complimentary PBX system (up to 10 users)
- Access after first 100 user licenses deployed
- Continued access requires 25+ monthly activations
- Annual performance evaluation
10.2 Additional Incentives
Section titled “10.2 Additional Incentives”High-performing partners may receive:
- Increased discount tiers
- Marketing development funds
- Co-branded opportunities
- Priority feature access
11. Payment Terms
Section titled “11. Payment Terms”11.1 Billing Cycle
Section titled “11.1 Billing Cycle”- Monthly invoicing on the 1st
- Payment due within 30 days
- Late fees apply after grace period
- Service suspension for non-payment
11.2 Payment Methods
Section titled “11.2 Payment Methods”Accepted payment methods:
- Electronic funds transfer (EFT)
- Wire transfer
- Corporate credit card
- Pre-authorized debit
12. Data Protection and Privacy
Section titled “12. Data Protection and Privacy”12.1 Customer Data
Section titled “12.1 Customer Data”Partners must:
- Protect all customer data appropriately
- Comply with privacy regulations
- Limit data access to authorized personnel
- Report any data breaches immediately
12.2 Data Ownership
Section titled “12.2 Data Ownership”- Customer data remains property of customers
- Partners have limited license for service delivery
- TELAIR maintains infrastructure data
- No unauthorized data sharing permitted
13. Intellectual Property
Section titled “13. Intellectual Property”13.1 Technology Rights
Section titled “13.1 Technology Rights”All TELAIR technology, including:
- Software platforms
- APIs and integrations
- Documentation and processes
- Trademarks and branding
Remain exclusive property of TELAIR.
13.2 Partner Materials
Section titled “13.2 Partner Materials”Partners retain rights to:
- Their own branding and trademarks
- Custom documentation created
- Customer relationships
- Marketing materials developed
14. Compliance Requirements
Section titled “14. Compliance Requirements”14.1 Regulatory Compliance
Section titled “14.1 Regulatory Compliance”Partners must maintain:
- All required business licenses
- Telecommunications regulations compliance
- Privacy law adherence
- Tax registration and remittance
14.2 Quality Standards
Section titled “14.2 Quality Standards”Partners agree to:
- Maintain professional service standards
- Accurately represent service capabilities
- Handle customer complaints promptly
- Participate in quality improvement
15. Termination
Section titled “15. Termination”15.1 Termination Events
Section titled “15.1 Termination Events”This Agreement may be terminated:
| By | Notice Period | Conditions |
|---|---|---|
| Either Party | 90 days | Without cause |
| TELAIR | 30 days | Performance issues |
| Either Party | Immediate | Material breach |
| TELAIR | Immediate | Non-payment |
15.2 Post-Termination
Section titled “15.2 Post-Termination”Upon termination:
- Customer transition plan required
- Final billing reconciliation
- Return of confidential information
- Cessation of service representation
16. Liability and Indemnification
Section titled “16. Liability and Indemnification”16.1 Limitation of Liability
Section titled “16.1 Limitation of Liability”TELAIR’s liability is limited to:
- Direct damages only
- Maximum of previous 12 months fees
- No consequential damages
- No lost profit claims
16.2 Partner Indemnification
Section titled “16.2 Partner Indemnification”Partner indemnifies TELAIR against:
- Customer claims and disputes
- Regulatory violations
- Misrepresentation claims
- Data breach incidents
17. Confidentiality
Section titled “17. Confidentiality”17.1 Confidential Information
Section titled “17.1 Confidential Information”Both parties agree to protect:
- Pricing and financial information
- Customer data and records
- Technical specifications
- Business strategies
17.2 Confidentiality Period
Section titled “17.2 Confidentiality Period”Obligations continue for 5 years after:
- Disclosure of information
- Termination of Agreement
- Whichever is later
18. Dispute Resolution
Section titled “18. Dispute Resolution”18.1 Resolution Process
Section titled “18.1 Resolution Process”- Good faith negotiations
- Mediation if needed
- Binding arbitration
- Ontario courts if required
18.2 Governing Law
Section titled “18.2 Governing Law”This Agreement is governed by:
- Laws of Canada
- Province of Ontario
- Without conflict of law principles
19. General Terms
Section titled “19. General Terms”19.1 Entire Agreement
Section titled “19.1 Entire Agreement”This Agreement represents the complete understanding between parties regarding the Partner Program.
19.2 Amendments
Section titled “19.2 Amendments”All modifications must be:
- In writing
- Signed by both parties
- Reference this Agreement
19.3 Assignment
Section titled “19.3 Assignment”No assignment without prior written consent from TELAIR.
19.4 Notices
Section titled “19.4 Notices”Official notices should be sent via:
- Email to designated contacts
- Registered mail if required
- Partner portal announcements
20. Contact Information
Section titled “20. Contact Information”For Partner Program inquiries:
Partner Support: Use contact form Partner Portal: Access via partner login Escalations: Submit via partner ticket system
By participating in the TELAIR White Label Partner Program, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions.