Synel Industries Partner Ecosystem Handbook YOUR TIME IS OUR BUSINESS
Table of Contents Welcome 1 Introduction to Synel 2 Company Overview 3 Mission 3 Organization 4 Time and Attendance 5 Systems TimeLog Pro Product Suite 6 Time and Attendance 7 Terminals Partners 8 Synel Distributors 8 Synel Dealers 8 Synel Resellers 9 Distribution Philosophy 10 About Marketing Areas 10 About Quotas 10 Ecosystem Partner 10 Communication Synel Website 10 Synel Partner Website 11 Webinars 11 Annual Ecosystem Partner 11 Meeting Ecosystem Partner Contact 11 List Synel Contact List 12 Communication Resources 14 on the Web Assisting in Sales and 14 Marketing Marketing Programs 14 Advertising 14 Lead Generation 14 Case Studies and Press 15 Releases Trade Shows 15 Marketing Collateral 15 Sales Training 16 Product Training: WebEx 16 Webinars 16 Sample Demonstration 16 Major Account Sales 17 Sales Call Assistance 17 Site Evaluation and Proposal 17 Preparation Third-Party Alliances 17 Sales Resources on the Web 17 Doing Business with Synel 19 Understanding the Price 19 Book Discount Plans 19 Price Book Format 19 Submitting a Purchase Order 20 Including Required 20 Information Understanding Synel s Order 21 Processing Handling Incorrect Purchase 21 Orders Handling Denial of Credit 22 Cancelling or Changing 22 Orders Understanding Synel s 22 Shipping Policy Hardware, Software, and 22 Brochures Rush Orders 23 I
Shipping Notification 23 Sending Merchandise to 24 Synel for Repair Repair Policy 24 Sending Merchandise 25 Repairing Merchandise 25 Returning Merchandise for 25 Credit Understanding Synel s 26 Payment Policy Handling Customer 26 Complaints Complaint Procedure 27 Customer Referral 27 Resources on the Web 28 Obtaining Technical 28 Support Understanding Synel 28 Technical Support Obtaining Product 29 Certification Understanding Product 29 Versioning and Upgrades Product Licensing 29 TimeLog Pro Service Plans 30 Upgrade Licensing 30 Customer Security Keys 30 Making a Call to Synel 31 Technical Support Understanding the Technical 31 Support Process Understanding the Issue 32 Elevation Process Sending a Database to Synel 32 Technical Support Requesting a Software 33 Modification Arranging On-Site Technical 33 Support Using the FTP Site 33 Training Your Staff 33 New Hire Orientation 34 Product Training 35 Technical Track 35 Training Services 35 On-site Training 35 Web-based Training 36 Using Synel Professional 36 Services Configuration Assistance 36 Installation Assistance 36 Planning 36 Installation 36 Operation Optimization 37 Assistance Improving Performance 37 Troubleshooting Operation 37 Integrating Enterprise 37 Information Contacting Professional 38 Services Custom Software 38 Development Custom Software Process 38 Contacting Professional 38 Services for Custom Software II
WELCOME! At Synel, we know the importance of fostering solid and dynamic business relationships. The success of our company is a direct result of our partnerships with workforce management distributors and resellers who offer distinctive business experience, domain expertise and industry credentials. Over the years, we ve come to understand the benefits of this cooperative business approach and this is why we ve developed the Synel Partner Ecosystem to encourage our network of Synel partners to share their knowledge and best practices with one another. Through our Partner Ecosystem, distributors and resellers not only receive support and valuable resources from us, they are also able to access the support of peer organizations. Synel Partner Ecosystem A Community Vested in Your Success The Synel Partner Ecosystem is guided by four core values: comarketing, community, collaboration and co-innovation, and together they create an environment in which our partner organizations can coordinate activities with one another, share innovative ideas and business intelligence and create joint enterprises that deliver comprehensive solutions to customers. Having a robust ecosystem of partners offers a competitive advantage and, among other things, it can lead to: Increased sales coverage Tighter alignment with customers in vertical markets Improved/enhanced customer satisfaction Better partner differentiation Imagine how your company could prosper from the opportunity to connect and collaborate with partners in different geographies, who can invigorate your business with innovative technology skills and expand your knowledge of customer needs in diverse vertical markets. As part of Synel s Partner Ecosystem, the possibilities are yours to explore. 1
We look forward to doing business with you, and assisting in your success with Synel s Time and Attendance, Access Control and Data Collection product suite. Synel Partner Ecosystem Handbook This handbook is your guide to doing business with us. It outlines the services and support provided by Synel, and the many resources available to you as our ecosystem partner. It is divided into the following chapters: Introduction provides background information about Synel and our products, as well as our network of ecosystem partners. Assisting in Sales and Marketing summarizes Synel s marketing programs, sales training and resources, account assistance, and third party alliances that can help you make a sale. Doing business with Synel explains the procedures for ordering merchandise, returning merchandise, and having products repaired. It also describes how Synel handles complaints. Obtaining Technical Support describes the process for certifying your technicians, making support calls, maintaining and upgrading products, and making product modification requests. Training Your Staff describes the classes offered by the Synel Training Services, the materials available for training your customers, and custom training services available for training your staff or your customers. Using Professional Services explains the consulting services available for complex or first-time installations, as well as the process for custom software development to tailor our products to specific customer needs. Introduction to Synel This chapter introduces you to Synel. It provides an overview of Synel history, our products and our partner ecosystem network. 2
Company Overview Synel is a major provider of products for the management of Time and Attendance, Access Control and Job Costing, including hardware and software systems and biometric fingerprint verification and identification terminals. Synel provides on-line and real-time data collection for effective and immediate access to information throughout an organization, allowing a company to improve efficiency and enhance performance. Synel solutions are available for complex, multi-location enterprises as well as for single-building facilities, and for organizations with few to thousands of employees. Synel s commitment to quality and functionality has made it a market leader, with installations in diverse industries around the world. Synel was founded in Israel in 1990 as a result of the merger of two leading data collection firms, and currently leads the market in the development, manufacturing and marketing of high quality Time & Attendance and Access Control products. Synel has a network of distributors and partners in over 30 countries worldwide, with a front office in North America, and a subsidiary in the UK. Synel leads the industry with Microsoft-based products and provides single-source solutions to a wide range of time and attendance problems. More than 16,000 organizations throughout North America use Synel products for their time and attendance needs. Synel products are sold by our ecosystem partners throughout North America and Australia, with over 250 trained technicians in the field. Mission Synel is committed to a total systems philosophy. Its high-quality equipment and systems are designed in a modular fashion, which maximizes flexibility for adaptation to particular customer needs. And when appropriate, Synel s partnerships with other leaders in the Time and Attendance industry allow access to proven solutions in the marketplace, ensuring the best integrated solution, whatever the requirements. Synel s achievements have been made possible by a world-class team of 70 hardware and software engineers. 3
From start to finish, excellence is the cornerstone of Synel s success in research and development, system design, user-friendly terminals, communication software and hardware, application packages and system installation. Organization Synel supports its ecosystem partners through service units that assist in various areas of your business: Ecosystem Services Ecosystem Services include recruiting and managing relationships between Synel and ecosystem partners. The Ecosystem Services unit also manages relationships among alliance partners, Synel and your organizations. Sales Support Services Sales support is available for large or challenging prospects. You can call on us for assistance with sales calls and proposal preparation. Marketing Services The Marketing department is your source for product collateral including brochures and sales specs. This unit also works with you to maintain your company s presence on our website by posting your company s bio and logo under our Partners section. The Marketing department can also assist you with the development of press releases, case studies and news articles. Support Services The Support Services unit provides a wide range of services in support of our ecosystem partners. Ecosystem partner orientation and mentoring helps organizations new to Synel come up to speed on our products. The Technical Support department handles your technicians questions and works with Product Development to resolve hardware/ software problems. Professional Services assists in custom configuration and implementation issues. Product Development The Product Development department is continually working to improve our product line. They engineer and manage product releases, and work with the Technical Support department to resolve hardware issues. 4
Product Integration Synel has developed a worldwide reputation for providing a wide range of solutions to integrate and interface our product suite to any thirdparty application, up to and including fully embedded solutions. Accounting and Administration Our Accounting and Administration department processes your orders and handles accounts payable and receivable. Warehouse Synel Warehouse department packages and ships your orders. In addition, they handle hardware repairs. Synel maintains inventory of up to 15 terminals per model for immediate shipment. Time and Attendance Systems Synel has over ten years experience in the field of Time and Attendance, with a network of subsidiaries and distributors worldwide. These subsidiaries and distributors form a reliable source of technical support and services. Synel s Time and Attendance hardware and software is designed for effective Time and Attendance management, as well as floor production control, Job Costing, and Access Control applications. In addition, Synel terminals have many access input options including: fingerprint verification, keypad entry, magnetic card, barcode card, proximity card and contactless smart card. Synel Time and Attendance systems are already installed in a variety of industries such as: Healthcare Public Sector (police, correctional services, military, government) Airports and Border Checkpoints Retail Manufacturing Higher Education Financial Institutions Entertainment/Sports Venue 5
The philosophy behind all Synel product development is flexibility. Synel s software is designed to facilitate the use of Synel s terminals by end-users with different requirements and infrastructures. Synel s software can be classified into three main layers: Application layer: This includes standard Time & Attendance and Access Control software, such as TimeLog Pro and Falcon Pro. These products are user-friendly, flexible end-user application software. Communication layer: This is software which enables Synel s hardware and software products to operate with and use any existing infrastructure platform, including network applications or server-based installations. Clock application layer: This layer refers to Synel terminal programming language, such as Syncomm and SY Server. These programs allow Synel to tailor applications to meet specific terminal programming and data collection requirements. TimeLog Pro Product Suite TimeLog Pro, one of Synel s most popular products, is tailor-made for small and mid-sized companies. This product combines high-tech technological advances with great flexibility. TimeLog Pro is userfriendly, attractive and affordable. Flexible Easily customized to your needs Compatible with most standard payroll systems Invaluable Generates essential management reports Cost-effective solution for personnel management Links Identity Management (Access Control) with Employee Information (Time and Attendance) Ideal for organizations of up to 1,000 employees Integrated hardware/software package Easy to install and operate Makes payroll preparation accurate and simple 6
TIME AND ATTENDANCE TERMINALS SY-765 SY-785 SY-795 SY-715 SY-755 SY-777 IP SY-777 SY-2000 SY-3000 SY-7000 7
PARTNERS Distribution Network Synel has a network of distributors and partners in over 30 countries worldwide, with a front office in North America, and a subsidiary in the UK. Synel Distributors Synel selects established organizations with a substantial market presence and reputation to become distributors. Creating a vertical partner network is the primary business of Synel distributors. Distributors have the following responsibilities: Assist in recruiting and supporting resellers and dealers in the territory. Meet sales quotas based on the geographic and demographic characteristics of the designated territory. Sell the complete line of Synel products in a designated territory. Sell to selected industries and market verticals. Maintain in-depth product knowledge and employ Synel certified technicians. Provide first-level support to their customers. Provide on-site support and installation services to resellers at established rates. Distributors receive benefits based on the sales of assigned dealers and resellers. For more information about quotas, see the next section, Distribution Philosophy. For information about price discounts, see the chapter, Doing Business with Synel. Synel Dealers Dealers are well established in Time and Attendance, but may also have other lines of business. Synel dealers have the following responsibilities: Meet sales quotas based on the geographic and demographic 8
characteristics of the designated marketing area. Sell a range of Synel products in a designated marketing area as dictated by technical skills, financial resources and business strategies. Sell to selected industries and market verticals as dictated by experience, resources and business strategies. Maintain selling alliances with payroll companies and others in the human resources marketing space. Maintain in-depth product knowledge and employ Synel certified technicians. Provide first-level support to their Synel customers. Dealers are eligible for multi-tier discounts based on sales volume history. For more information about quotas, see the section, Distribution Philosophy. For details on discounts, see the chapter, Doing Business with Synel. Synel Resellers Synel resellers are organizations in a complementary line of business that use Time and Attendance products as add-ons or components to larger solutions, for example payroll processing and access control companies. They do not have a specific territory; rather they incorporate Synel products into their established and ongoing sales efforts. Resellers have the following responsibilities: Sell a limited range of Synel products in geographic areas defined by the needs of their primary businesses. Sell to industries and market verticals as dictated by the established sales ecosystems of their primary businesses. Maintain in-depth product knowledge with Synel certified technicians. Provide first-level support to their Synel customers. Purchase on-site support and installation services from distributors when needed. Resellers receive discounts based on sales volume history. For details on discounts, see the chapter, Doing Business with Synel. For information on obtaining support from a distributor and from Synel, see the chapter, Obtaining Technical Support. 9
DISTRIBUTION PHILOSOPHY Synel is committed to sales and distribution through a network of ecosystem partners and does not actively seek direct sales opportunities. When approached by a potential major account customer, we attempt to partner with a distributor or dealer in the ecosystem area to sell and service a Synel solution. About Marketing Areas Synel can succeed and grow only as our distribution network succeeds and grows. We recruit ecosystem partners to maximize coverage across North America in terms of sales volume, vertical market coverage and product line coverage. Synel seeks to attain the maximum sales coverage with minimum ecosystem conflict. About Quotas Synel uses quotas for minimum revenue planning. Sales quotas do not reflect Synel revenue targets for a specific marketing area. Rather, they serve as a minimum sales goal and baseline for performance measurement of each ecosystem partner. Synel evaluates performance against quota on a semi-annual basis. Each year, we communicate by letter with our ecosystem partners to review their performance. Quotas are evaluated and re-established each calendar year. Ecosystem Partner Communication Synel values its partners and encourages open communication. We have several formal means of communicating information on a regular basis. In addition, phone calls and e-mail questions are always welcome. Synel Website The Synel website, www.synel-usa.com, provides product information for you and your customers. Our website also features timely information such as upcoming events, case studies, press releases, announcements and news articles. 10
Synel Partner Website Our partner website provides information exclusively for our ecosystem partners. It contains sales and marketing resources, as well as forms and documents for doing business with us. In addition, it contains archives of our TechBulletins and technical training materials for your self study. Webinars The Synel Development staff conducts webinars, in the form of online WebEx conferences. Webinars are conducted monthly and cover topics including sales techniques, product demonstrations and marketplace competition. In addition, webinars offer a unique opportunity for you to speak to our development staff about technical issues, features and to ask questions about our products and solutions. Annual Ecosystem Partner Meeting The inaugural session of Synel s Annual Ecosystem Partner Conference is slated for the Fall of 2008 in North America. The Annual conference will provide an open forum to learn about new products, features and programs. This is a great opportunity for you to get to know our staff and build relationships with other ecosystem partners from across North America. Ecosystem Partner Contact List The Ecosystem Partner Contact List is key to our communication with you. We use the technician contacts as our distribution list for the TechBulletins, the purchasing contacts for the price book, and e-mail addresses information for generating partner website accounts. In addition, your sales and technical staff must be included on your contact list to be eligible for Synel training classes. Please keep your contact list up-to-date; add new hires and remove terminated employees promptly. An online form is available in the Accounting and Order entry area of the ecosystem partner site. 11
Synel Contact List Please contact the following Synel personnel whenever you have questions or concerns. The most up-to-date contact list is available on the partner website. For questions about Contact. 1-877-796-3546 Contracts and licensing, pricing, sales and demonstration assistance, alliances Lyle A. Booth, Vice President of Sales lbooth@synel-usa.com Ext. 221 Custom software requests, enhancement requests, development issue status Oded Gan Eden, Technical Director oganeden@synel-usa.com Ext. 227 Professional Services Oded Gan Eden, Technical Director oganeden@synel-usa.com Ext. 227 Telephone Technical Support Danny Orbillo & Tony Singh, Support Technicians dorbillo@synel-usa.com tsingh@synel-usa.com Option 4 E-mail Technical Support support@synel-usa.com Marketing programs, website Tanisha Brown, Marketing Coordinator tbrown@synel-usa.com Ext. 222 Trade show booth Tanisha Brown, Marketing Coordinator tbrown@synel-usa.com Ext. 222 Custom training and documentation Oded Gan Eden, Technical Director oganeden@synel-usa.com Ext. 227 12
Training registration Oded Gan Eden, Technical Director oganeden@synel-usa.com Ext. 227 Placing an order Order confirmation discrepancies Please fax or email all orders John Galeazza, Logistics jgaleazza@synel-usa.com Fax: 905-740-1666 orders@synel-usa. com Ext. 225 Merchandise returns John Galeazza, Logistics jgaleazza@synel-usa.com Ext. 225 Repairs use RMA form available from partner website Please fax or e-mail RMA forms to Fax: 905-740-1666 support@synelusa.com Expected shipping date of an order - Watch for confirmation via e-mail (within 24 hours) Shipping status and tracking number Watch for shipping notification via e-mail Repair and order status John Galeazza, Logistics jgaleazza@synel-usa.com Ext. 225 Partner website access and ecosystem partner contact list Tanisha Brown, Marketing Coordinator tbrown@synel-usa.com Ext. 222 Certification testing Oded Gan Eden, Technical Director oganeden@synel-usa.com Ext. 227 13
Communication Resources on the Web The following resources are available for you to download from the Accounting & Order Entry area of the ecosystem partner website, http://www.synel-usa.com/partners Resource Ecosystem Partner Handbook Synel Contact List Ecosystem Partner Contact Form Description The current version of this document. Names, e-mail addresses and phone numbers for Synel personnel. Online form to update your contact information. ASSISTING IN SALES AND MARKETING This chapter provides a summary of the resources available to you in selling Synel products. Marketing Programs Synel sponsors a number of marketing initiatives including advertising, case studies and trade shows. In addition, we develop marketing materials for your use. Contact Tanisha Brown, Marketing Coordinator, for more information about any of our marketing programs. Advertising In general, we are shifting our advertising focus away from traditional print ads in favor of web-based click through advertising. In 2007, Synel purchased sponsor links on Google and Overture (MSN, Yahoo, Alta Vista) search engines. Lead Generation We receive leads from our alliance partners. When their customers need a product solution, alliance partners pass leads to Synel, which are forwarded to our ecosystem partners. When Synel ecosystem partners build relationships with local representatives of our alliance partners, direct referrals and joint sales opportunities often result. Additionally, we receive leads from our info@synel-usa.com website 14
that are strategically distributed to our partners. Case Studies and Press Releases Synel s Marketing department manages the development of case studies and press releases. Press releases about awards, major sales contracts, and so on can be submitted to local and national media. Case studies are written from the customer perspective, often on their behalf. We solicit publication in leading industry journals. With case studies, the publishing journals have editorial control; they can edit and rewrite as they see fit. However, the independent press has credibility and legitimacy that is invaluable. Our ecosystem partners can typically be highlighted and quoted in the articles. We need your help in nominating candidate customers for future case studies. You and the customer are interviewed by telephone for the preparation of the case study. Please contact Synel Marketing Services for more information. Trade Shows Synel participates in major trade shows annually: the American Payroll Association (APA), the Canadian Payroll Association (CPA) and Society of Human Resource Management. In addition, upon request and approval, Synel may co-op and participate with ecosystem partners at other trade shows. Furthermore, we encourage your individual participation at regional events. Our trade show booth is available for use by our ecosystem partners. You pay only the fee charged by our shipping and setup service. Visit the Partner Portal website to request the booth. Marketing Collateral Synel has produced several brochures for our product line of data collection terminals. Marketing materials are also available for our software. Synel makes quality marketing collateral affordable for you. In addition, you can download PDF copies of the brochures from our partner website. 15
Sales Training Synel offers training to help new sales representatives become productive quickly, as well as regular web-based sessions for ongoing sales training. Product Training: WebEx Synel offers web-based product training sessions as part of our regular product training. These interactive sessions introduce you to our software and hardware and provide you with guidance on how to demonstrate the products. Sales Training Self Study When TimeLog Pro was introduced, an instructor-led sales training course was a regular part of the Synel Training Academy schedule. It is not currently offered on a regular basis. However, materials are available for self study. These include: Synel Corporate Overview Product Overview Presentation Technology Overview Presentation Product Users Workbook/Manual with in-depth description of capabilities Webinars The Synel Support department conducts ad hoc web-based seminars (webinars). Sessions are offered through web-based conferences as required to accommodate different time zones and schedules. Topics are always sales focused; they can range from in-depth demonstrations of new product features to competitive analysis or strategic alliances. Sample Demonstration PowerPoint slide presentations about our products and about Synel are available for you to use in client presentations. 16
Major Account Sales Upon request, Synel is available to assist in sales calls, customer site evaluations and proposal preparation. Sales Call Assistance Synel Sales Support personnel can assist in web-based product demonstrations or on-site sales calls, as required. We ask that you schedule these events as far in advance as possible and that you pay any expenses incurred. Site Evaluation and Proposal Preparation Synel supports you in preparing proposals or RFQ (requests for quote). We can help you determine how our products and services meets customer needs. We can assist in evaluating the technical environment and requirements, consulting with client IT departments if necessary. We can also help determine pricing. Third-Party Alliances Synel is working to promote brand awareness by establishing formal relationships with suppliers in our marketplace. These third-party alliances provide leads, referrals and the potential for joint marketing targeted to customers wanting integrated solutions. Our list of alliance partners is continually growing and our website, www.synelusa.com, announces new alliances and provides contact information for our alliance partners. Sales Resources on the Web The following resources are among those available for download from the Sales Resources area of the partner website. Resource Sales presentation Description PowerPoint sales presentation for software main features. 17
Software demonstration license Software Fast Facts Competitive matrix Software specification Software system requirements Software server recommendations Return on investment calculator Installation and training calculator Exhibition booth specifications and request form License to use on your laptop or demonstration PC that works with all versions of software and optional modules. Software competitive information, edition and package descriptions, large customer stats, and time recorder feature information. Comparison of competitive products. List of features and capabilities for software. I.T. requirements for software. Processor speed, memory, and disk requirements for servers in various size installations. Spreadsheet calculator for customer returnon-investment based on supervisor and payroll manager time savings and elimination of errors. Cost estimate spreadsheet for programming, installation, and end-user training items to be included in your proposals. Information about the Synel booth and how to request it for your trade shows. 18
DOING BUSINESS WITH SYNEL This chapter describes how to conduct your day-to-day business with Synel. It explains the procedures for submitting purchase orders, tracking orders, returning merchandise, and sending merchandise for repair. It also describes how Synel handles customer complaints. Understanding the Price Book Your cost for Synel software, time recorders, and accessories is based on a partner discount from Synel s current Price Book. The Synel Price Book details the prices for all Synel products. It is published annually each fall with new prices effective January 01 each year going forward. Discount Plans Several discount plans are available based on your product sales volume. Sales of software and time recorders are considered product sales. Technical support, custom training, professional services and repair fees do not count toward your product sales volume. Synel notifies you in writing of your initial discount plan. Each ecosystem partner is reviewed approximately twice each year. We look at product sales volumes over the preceding six months. If your discount changes, you are notified by mail. You can request a review at any time; we then re-evaluate your sales for the prior six month period. Price Book Format The Price Book is e-mailed to each ecosystem partner. It is an Excel spreadsheet that itemizes each product s price at each discount level. The Price Book contains the following worksheets: Software - contains pricing for software editions and optional modules. Software Upgrades - describes the pricing for customers upgrading from one Synel software product or version to another. Maintenance & Support - explains technical support and maintenance policies and provides pricing for service plans. See the following chapter, Obtaining Technical Support, for a review of these plans and technical support policies. 19
Professional Services - describes policies and pricing for sales support, implementation services, and custom training. Later chapters, Training Your Staff and Using Synel Professional Services, provide more information about our professional services and custom training. Hardware - provides pricing for the various time recorder models offered by Synel. Packages - explains the pricing for packages that pair TimeLog Pro with a time recorder. Badges - lists badge options, quantities and prices. Parts - lists prices for replacement parts available for time recorders. If you have questions about your discount level or sales volume or pricing, contact Lyle A. Booth, Vice President of Sales. Submitting a Purchase Order To place an order, an authorized purchasing representative, named on your ecosystem partner contact form, faxes a purchase order to Synel Order Processing at 905-740-1666. You can also e-mail a purchase order to orders@synel-usa.com. You receive an e-mail confirmation when the order is processed. Order confirmations are available by fax upon request. Send requests to orders@synel-usa.com. Including Required Information Businesses often have their own purchase order forms; any format is acceptable as long as it contains the following information: Your company s name A contact person s name, phone number and fax number A purchase order number The bill to address The ship to address A shipping method for the order. If no shipping instructions are provided, your order is shipped by UPS ground or equivalent. Be sure to include any special shipping instructions. The following shipping methods are available: 20
o FedEx 2nd day o UPS ground o UPS next day Insurance instructions. Synel is not responsible for items damaged during shipping. Synel insures all shipments leaving our facility for a value of $20.00. If you do not want your items insured, include DO NOT INSURE as part of the shipping instructions. Insurance is included in the freight line item of your invoice. See the section, Synel Shipping Policy, later in this chapter for more information about shipping and insurance. Details for each item included in the purchase order: o Part number o Description o Quantity o Price from current Synel Price Book o An authorization number if special pricing has been approved by Synel For software upgrades, be sure to include the following: 1. Part number, description and pricing for the current item to be upgraded. 2. Part number, description and pricing for the new upgrade. Compute the price based on the credit percentages listed in the Synel Price Book. (A percentage of the original price be credited toward the new purchase price.) 3. License number of existing software (if upgrading TimeLog Pro). 4. Processing fee amount. Understanding Synel Order Processing When we receive your faxed purchase order, we process it in the following way: 1. We review the purchase order to verify that all of the required information is supplied. 2. The order is sent to the Accounting department for credit and pricing approval. 3. Upon credit and pricing approval we accept the order. 4. We then e-mail an order confirmation, which contains the following information: The date your order was processed 21
The expected ship date The shipping method A confirmation of items ordered and pricing When you receive confirmation, please compare it to the order you placed. If there are any discrepancies, contact Synel immediately. Handling Incorrect Purchase Orders Synel cannot process purchase orders that do not contain all of the required information. In addition, Synel cannot accept purchase orders that contain a mismatch between the item number and description, incorrect pricing or missing fees (such as the expediting fee for a rush order). We will follow up by fax or phone on erroneous purchase orders. This can cause delays in order confirmation and shipping. Handling Denial of Credit Your credit limit is established at the time you become a Synel ecosystem partner. Whenever you place an order, it must qualify for credit approval in order to be shipped prior to payment. If credit is denied, the order confirmation fax states the order has been placed on credit hold. We hold the order until you make arrangements with the Synel Accounting department for release of the credit hold. We approve credit based on the following guidelines: Availability of credit for requested amount, based on your credit limit and outstanding invoices. There are no invoices outstanding more than 60 days. Strong consideration is given to prompt payment history. Continued late payments result in stricter application of credit hold. Cancelling or Changing Orders Synel works to fulfill orders as quickly as possible. Orders that are cancelled or modified after 24 hours are subject to an additional fee if Synel has expended resources in preparing the order for shipment. The modification or cancellation fee is $75.00. 22
Understanding Synel Shipping Policy Synel attempts to ship all orders (up to 15 terminals) within 3 business days. All orders are shipped best way or as otherwise directed in your purchase order. Shipping terms are Freight on Board (F.O.B.) Origin 1435 Bonhill Road, Unit 34, Mississauga, ON L5T 1R2. This means that freight and insurance charges are added to your invoice, and you own goods in transit. Beginning June 1, 2007, all shipments leaving Synel will be insured for $20.00 only unless explicitly directed otherwise. Hardware, Software and Brochures If materials are in stock, orders for hardware, software and brochures are generally shipped within 3 business days. If materials are not in stock, the order confirmation provides an estimated ship date. Rush Orders You can request rush shipment in the purchase order shipping instructions. Be sure that the purchase order includes the nonrefundable $50.00 expediting fee. Synel makes every reasonable effort to process and ship rush orders the same day they are received. Circumstances that can delay rush shipments include: The time of day that the order is received. If the order is received after noon, shipment will likely be next day. The workload of Synel personnel in order processing and shipping. The requested item is out of stock. The purchase order is inaccurate or incomplete. The expediting fee is excluded from the purchase order. Your order confirmation confirms or denies rush shipment. If the shipment cannot be rushed, the expediting fee is not included in the invoice. Synel reserves the right to deny rush shipment of any order, at any time and for any reason. 23
Shipping Notification When an order is shipped, we fax a shipping notification. E-mail notifications are available upon request. Send requests to orders@synel-usa.com. Shipping notifications contain the following information. Your company name Ship date Your purchase order number Synel s sales order number Shipping method Freight amount Tracking number You can use the tracking number to track your order shipment through the carrier s website, www.fedex.com or www.ups.com. Sending Merchandise to Synel for Repair Synel provides a one-year warranty on hardware, excluding physical damage. Synel evaluates and repairs Synel brand hardware. Repair Policy When Synel merchandise is under warranty and the problem can be reproduced, Synel repairs or replaces the item at no charge. A $95.00 evaluation fee is charged for merchandise under warranty if Synel cannot duplicate the problem. An item that is not under warranty can be repaired at the ecosystem partner s expense. A $95.00 evaluation fee is charged for all nonwarranty merchandise. The evaluation fee can be applied to repair costs when you approve a repair, and it is completed by Synel. The evaluation fee cannot be applied to the cost of a new replacement purchase. All repairs have a one-year warranty from date of completion, excluding physical damage. Each hardware item sent in for repair must be accompanied by a unique Return Materials 24
Authorization (RMA) Number The RMA process is as follows: 1. Fax or e-mail an RMA request form, pictured in the following figure, to Synel. Complete all fields on the form, providing a detailed description of the problem. 2. Upon receiving the form, Synel reviews the request and verifies reasons for return, attempting to resolve problems so that hardware is not repaired unnecessarily. 3. You may be contacted with information to resolve your issue. Otherwise, you receive a fax confirmation that summarizes the information on your RMA request and includes the Synel-assigned RMA number. 4. Ship the merchandise to Synel accompanied by the RMA number. You can download the RMA request form from the partner website. To obtain an RMA number, fax the Repair RMA request form to 905-740-1666. Sending Merchandise Ship the item to Synel with its RMA number. Always send the complete terminal and include the back plate. If the problem involves reading badges (barcode, magstripe, HID, or Indala) be sure to include sample badges. Be sure to package the terminal securely for shipping. Use anti-static bubble wrap to protect the sensitive electronics from static build-up, especially if you use styrofoam packing peanuts. Cushion the terminal inside the shipping box to protect it from damage. Repairing Merchandise When Synel receives your return, the following happens: 1. A Synel repair technician attempts to reproduce the problem as described on the RMA request. If the problem cannot be reproduced, 25
you are contacted for more information. 2. When a problem has been identified, Synel e-mails a repair estimate for non-warranty merchandise to the contact name provided on the RMA request. (Merchandise under warranty is repaired or replaced free of charge.) 3. You sign the estimate to approve the repair and authorize billing. Fax the signed estimate to Synel at 905-740-1666. 4. Synel repairs the hardware item as quickly as possible and ships it back F.O.B., as described in our shipping policy. Insurance is recommended, as physical damage is not covered under warranty. Returning Merchandise for Credit All standard items listed in the Synel price book may be returned for a refund of the purchase price less a 10% restocking charge, provided the equipment is returned within 30 days of the date of invoice and remains in its original unopened package. Return of any product after 30 days is subject to a 25% restocking fee. Synel does not accept return of any product more than 90 days after invoice. All refunds are credited to your account. Non-stock items, special orders and items purchased in quantities larger than Synel normally stocks will be accepted for return only when Synel can obtain authorization to return the items to its suppliers. All returned items must be marked with a Synel Return Materials Authorization (RMA) number. To obtain an RMA number, fax or e-mail the Return RMA request form to 905-740-1666 or orders@synel-usa.com. Understanding Synel Payment Policy Payment terms for all Synel invoices are net 30 days. That is, payment is due to us within 30 days of the invoice date. Balances left outstanding after 30 days accrue a 1½% finance charge, which is invoiced separately at the end of each month. When account balances are left outstanding for more than 60 days Synel may, at its discretion, terminate telephone support and suspend the shipment of additional products until your account is current. 26
Credit privileges may be terminated if a balance is outstanding after 90 days. When credit privileges are terminated all outstanding invoices become due immediately. Ecosystem partners may be placed on C.O.D. or pre-pay status at the sole discretion of Synel. If, after default, your account is referred to an attorney for collection, you pay all Synel expenses incurred for collection efforts, including court costs and attorneys fees. The terms and conditions of your Synel Reseller Agreement apply. Handling Customer Complaints Rarely, Synel receives a customer complaint regarding the level of service and support provided by an ecosystem partner. Our philosophy on customer complaints is as follows: Occasional customer complaints are to be expected in any business. However, all customer complaints must be taken seriously. A pattern of customer complaints may indicate that the ecosystem partner is experiencing serious business problems and is unable to provide adequate customer service and support. Most unhappy customers don t complain, but simply go elsewhere with their business. Therefore we must respond quickly and professionally to any complaint. Complaint Procedure When Synel receives a customer complaint, we use the following procedure to resolve the issue: 1. The customer complaint is documented. 2. The customer is informed that Synel will be contacting the ecosystem partner to discuss the issue. The customer is encouraged to continue working with the ecosystem partner. 3. A copy of the complaint is sent to the ecosystem partner. A copy of the complaint is also placed in the Synel ecosystem partner file. 4. The ecosystem partner is contacted by Synel and the complaint is discussed. The ecosystem partner is encouraged to contact the customer and attempt to resolve the issue. At this point, the majority of complaints are resolved and no further action by Synel is necessary. 27
Customer Referral Unfortunately in some instances the customer and ecosystem partner are unable to resolve the issue, and the customer requests that Synel refer them to a different ecosystem partner. In such cases, we proceed as follows: 1. The customer is asked to provide a written request (an e-mail is acceptable) for referral to another Synel ecosystem partner. 2. Once the written request is received, a written referral is sent by Synel to the customer. 3. Copies of the customer request and the referral are sent to both the current and the newly referred ecosystem partner. They are also placed in both ecosystem partners files. RESOURCES ON THE WEB The following resources are available for download on the partner website. Resource Quotation Form PO form Return RMA form Repair RMA form Repair Procedures and Guidelines Trade Show Booth Request Form Description Sample purchase order form Sample purchase order form illustrating required information. Form used for requesting an RMA number from Synel for merchandise returned for credit. Form used for requesting an RMA number from Synel for merchandise returned for repair. Document detailing the process and responsibilities for returning merchandise to Synel for repair. Form used for requesting the use of Synel s trade show booth. 28
OBTAINING TECHNICAL SUPPORT This chapter provides information to help you resolve technical issues encountered while supporting your customers. It describes Synel product certification, version classifications, service plans and the technical support process. Understanding Synel Technical Support Synel telephone support center is staffed Monday through Friday from 8:00 a.m. to 6:00 p.m. EST. New ecosystem partners designate one technician to receive unlimited free telephone and e-mail support for the first 90 days. In this way, Synel can help you through installations while you are learning our products. You specify the technician s name on the ecosystem partner contact list, discussed in the Introduction to Synel chapter. After 90 days, your technicians must be certified to receive free support. The current fee for technical support is $95.00 per hour. Synel-certified technicians receive free technical support. See the following section for more information about product certification. Obtaining Product Certification Synel encourages all of our ecosystem partner technicians to become certified on Synel products. Certification is a testing process that demonstrates proficiency and entitles the technician to free telephone and e-mail support. Certification is available for the data collection time recorders, Falcon Pro and TimeLog Pro. Certification testing is provided via Web-Ex tools or on-site. Synel s current training fee is $95.00 per hour. Please ensure you give advance notice. Contact Oded Gan Eden, oganeden@synel-usa.com, and request a certification test for either the data collection product suite. Understanding Product Versioning and Upgrades Synel software products adhere to a version numbering scheme consisting of three parts: Major.Minor.Build, for example 9.2.C A Major version is a comprehensive product change. 29
A Minor version is a substantial feature set change. A Build is a component modification used by Synel internally. Releases are available for ecosystem partners to download from the Synel FTP site. Releases have been thoroughly tested and are fully supported by Synel technical support. Occasionally, a customer requires features or fixes that are included in a build, but not yet in a release. In some cases, we make a build available for customer installation. However, builds have not gone through the quality assurance testing of releases. You assume some risk when installing builds. Contact Oded Gan Eden, oganeden@synel-usa.com, to discuss your customer issue and request a build. Product Licensing The license is tied to a product s minor version, for example 1.0 or 2.1. The license controls the employee and user count and additional modules purchased. In addition, the license authorizes the feature set associated with the purchased version. As Synel creates new releases and progresses toward the next minor version, we introduce new features in addition to fixes and general improvements. When you install a new release or build at a customer site, the license determines whether new features are enabled. When Synel products are demonstration mode, new features within release and build upgrades are always available. In addition, your All Systems Key (see the section, Understanding Security Keys, later in this chapter) enables all features. TimeLog Pro Service Plans Synel offers basic service with every license purchased. Basic Service Basic service guarantees site-specific support for 90 days after purchase. Products: TimeLog Pro, Falcon Pro 30
Upgrades: Charge: All releases within the licensed minor version Included with each sale of product at no additional charge Upgrade Licensing Upgrading from one version of TimeLog Pro major or minor to another requires a new license. The upgrade can be purchased or, depending on the customer s service plan, it can be provided at no additional cost. The following table summarizes licensing requirements. Customer Security Keys Synel software requires a license and a security key. The license authorizes a specific version of software and any optional components. The security key verifies that the system is legal. Synel software randomly queries the security key. The security key can be either a hardware device or a software key. A hardware key is standard. A software key is provided, it is a file shipped with the installation CD. Making a Call to Synel Technical Support When you contact Synel Technical Support, we carefully track the issue from your initial contact with our support technician, through information gathering and resolution. If necessary, we also track software updates that may be necessary to resolve a problem. Understanding the Technical Support Process When you need assistance from Synel Technical Support, be prepared to provide the software release and build numbers and a brief description of the problem. Have the customer license information available when the Synel support technician calls you back. In addition, it is helpful if you can access the system or time recorder while on the phone. It is beneficial for all partners to adhere to Synel remote diagnostic and support policies, for example, Synel utilizes Webex for this purpose. 31
The following things happen when you make a support call: 1. Contact Synel Technical Support in either of two ways: by e-mail or by telephone. Send an e-mail to support@synel-usa.com. Call Synel support at 905-740-1665 or 1-877-796-3546 and select option 1. 2. Provide a brief description of the problem, including the release and build number for a software issue, in the voice mail or e-mail message. For a voice mail message, be sure to indicate how we can reach you. 3. Synel enters the issue into our support database and assigns it to one of our support technicians. 4. A technical support issue confirmation is e-mailed to you. Save this message. It contains the issue number that you need to reference in future communication and correspondence. 5. If you call the support line, your call is returned as soon as a Synel support technician is available. If you submit the issue by e-mail, our technical support staff contacts you by return e-mail within 8 hours. 6. Synel Technical Support stays in contact with you until the issue is resolved. Often this occurs in a single phone call. Sometimes we ask you to submit the customer database. Occasionally, the issue has to be elevated to our Product Development department. 7. When resolved, the Synel support technician calls you with the solution, and an issue resolution notice is e-mailed to you. Understanding the Issue Elevation Process When Synel Technical Support cannot resolve an issue, it is turned over to our Product Development department. The following process occurs when an issue is elevated to Development: 1. The Synel Product Development department reviews the issue to confirm a software problem. 32
2. A development issue number is assigned. 3. An issue transfer confirmation is e-mailed to you containing the Product Development department s issue number. 4. The Synel Product Development department updates the issue. It outlines the response and describes the fix, if one was necessary, and the related build. 5. If necessary, you can contact Oded Gan Eden, oganeden@synel-usa. com, to get the new build. Sending a Database to Synel Technical Support Sometimes it is helpful for the Synel support technician to view and test issues using the customer database experiencing the problem. In such cases, you are asked to send a copy of the database to Synel. To do this: 1. Create a backup of the database and name it with the issue number. 2. Place the database file in the Uploads directory on the Synel FTP site. (The section, Using the FTP Site, later in this chapter describes how to access our FTP site.) 3. Notify the Synel support technician that the database is available on the FTP site. Requesting a Software Modification Often, ecosystem partners have valuable suggestions for product enhancements. Our process for connecting our partners product enhancement suggestions is evolving and Synel is planning our inaugural Synel Partner Ecosystem Annual Conference for the Fall of 2008, stay tuned. Arranging On-Site Technical Support Synel Professional Services can provide on-site assistance for complex installations or issues. Synel provides an online form to request technical support and services. Resellers can contact their assigned 33
distributors for on-site assistance. The reseller and distributor negotiate fees and terms on an individual basis. Using the FTP Site The FTP site provides access to the latest product releases. In addition, the Synel FTP site has an Uploads directory used by our partners to send databases to technical support. The Uploads directory has write-only access for all users. The FTP site also has partnerspecific protected directories that you use to retrieve builds and other information from Synel. You can access the FTP site over the internet using your internet browser. Anyone can view and download files in the public areas of the FTP site, which provide general information and sales resources. Access the public FTP areas by typing the following URL as the web address: ftp://synel-usa.com/oded/(company name). TRAINING YOUR STAFF Synel offerings include a variety of web-based training modules as well as ad hoc scheduled instructor-led classes to help train your staff. Contact Lyle A. Booth, lbooth@synel-usa.com, for more information about the Synel training program. New Hire Orientation When you hire new staff, Synel product and sales training helps them come up to speed quickly. The following steps will ensure a smooth transition and access to Synel resources: 1. Be sure your new hire is added to our ecosystem partner contact list. Complete the online form in the Synel partner site, ftp://synelusa.com, or e-mail Tanisha Brown, tbrown@synel-usa.com. (Remove terminated employees from this list in the same way.) 2. Ensure that your new technicians take and pass Synel certification tests. Only certified technicians are eligible for free technical support. 34
Product Training Synel offers a combination of web-based and instructor-led training to prepare your sales representative and technicians for selling and servicing Synel products. All classes, whether online or instructor-led, are structured according to sound instructional design theory. Training paths include a technical and a sales track. Both tracks begin with a set of web-based demonstrations that introduce our product suite. The tracks then diverge to either technically focused or sales focused topics. Technical Track Technical training is scheduled and provided on an as required basis. TRAINING SERVICES We offer on-site and web-based training services. Contact Lyle A. Booth, lbooth@synel-usa.com, to discuss your unique training needs. On-site Training On-site training is a cost-effective way of training multiple students and accommodating multiple learning levels. For our partners, it may involve customizing the materials to target your specific areas of interest. For your customers, it involves developing course materials with an end-user perspective. Classes vary in length depending on user requirements. Customization rate: Project-based at $125 per hour Onsite training rate: $1,000 per instructor per day plus travel expenses. 35
Web-based Training Web-based training is available on an as needed basis. Web-based training can be instructor-led or presented as an interactive workshop. Standard materials are available or custom materials can be developed. Web-based training is not suitable for extended training periods, such as day-long or week-long classes. Customization rate: Project-based at 125 per hour Instructor-led, web-based sessions require a long distance phone call for the duration of the session. USING SYNEL PROFESSIONAL SERVICES Synel Professional Services is available to assist you with large or complex customer situations. Services include installation and configuration assistance as well as custom software development. Configuration Assistance Synel Professional Services can help with configuration issues involving the planning, installation, implementation and operation of our software products. Installation Assistance Synel can help you prepare for an installation and can consult with you on your installation and parameter plans. In addition, we can assist with the installation itself, helping you navigate complex customer I.T. environments. Planning Synel helps you by examining the site surveys, reviewing your installation plan, testing unusual circumstances that may pertain to the site and offering recommendations before you install our products. Installation Synel offers on-site technical assistance with the installation. Assistance is available for Synel software products at our standard rate. 36
Operation Optimization Assistance Synel can help fine-tune Synel software products operation and performance in the customer I.T. environment. Improving Performance Synel Professional Services can examine current system performance with respect to Synel software products, and other software configurations. Often, we can explore and recommend methods for improving overall system performance. Troubleshooting Operation within Atypical Environments Synel Professional Services offers technical assistance for customer sites using layered technologies, complex server configurations or platforms that are not covered through our standard technical support services. Integrating Enterprise Information Our Professional Services group can examine a customer s specific integration needs and offer assistance with integration to external systems. 37
CONTACTING PROFESSIONAL SERVICES For information about Synel Professional Services or quotes on configuration issues, contact Oded Gan Eden, oganeden@synel-usa. com. He can review your situation and provide a cost estimate. The standard Professional Services rate is $95 per hour. Per-project fees can also be arranged. Custom Software Development At times, customers require features or capabilities that are specific to their unique environments and are not supported by Synel software products or our time recorders. Synel can often accommodate customer needs through custom software development projects. Custom Software Process Custom software projects typically involve the following steps: 1. You contact Synel Professional Services to discuss the desired functionality. 2. Professional Services discusses the issue with our Development staff to determine feasibility, timeframe and cost. 3. You are contacted with a verbal estimate, and the customer s interest in proceeding is verified. 4. Synel prepares a written project plan and contract detailing the new functionality, the scope of work, the timeframe for delivery, the cost and acceptance testing criteria. 5. The customer signs and authorizes a purchase order for the contract before any work can begin. Contacting Professional Services for Custom Software Contact Oded Gan Eden, oganeden@synel-usa.com, for information about custom software development. He manages custom software projects and remains your point of contact throughout the process. 38
CONCLUSION Synel s Partner Ecosystem Handbook is your tool and resource guide to learning about Synel, the way we operate and the advantages and benefits offered to you as a valued participant in the Partner Ecosystem. This document will be enhanced over time, and updates will occur on a regular basis as we continue to evolve our services and programs. In the meantime, we welcome your feedback and commentary and wish you continued growth and success with Synel s time and attendance, access control and data collection product suite We would like to express our gratitude for the trust you have placed in Synel. Thank you, Lyle A. Booth Vice President of Sales Synel North America 39
Headquarters Synel Industries Ltd. Yokneam Industrial Park 2 Hamada St. POB 142 Yokneam 20692, Isreal Tel: +972-4-959 6760 Fax: +972-4-959 0729 Email: info@synel.com www.synel.com United Kingdom Synel Industries (UK) Ltd. Tel: +44-020-8900 9991 Email: sales@synel.co.uk www.synel.co.uk Sweden Ferox Konsult AB Tel: +46-40-23 90 70 E-mail: mail@feroxkonsult.se www.feroxkonsult.se China Beijing Office Tel: +86-10-82255499 E-mail: info@synelchina.com www.synelchina.com YOUR TIME IS OUR BUSINESS 2007 Synel Industries Ltd. All rights reserved. Synel Industries Ltd. and the Synel Industries Ltd. logo are registered trademarks. TimeLog Pro and Falcon Pro are trademarks of Synel Industries Ltd. All other product and company names are trademarks or registered trademarks of their respective holders. Information in this document is subject to change without notice. Synel Industries Ltd. 1435 Bonhill Rd., Unit 34, Mississauga, ON L5T 1R2 Ph: (905) 740-1665 Fax: (905) 740-1666 Toll Free: (877) 796-3546 E-mail: info@synel-usa.com Website: www.synel-usa.com