Salesforce.com PartnerProgram

Salesforce Partner Program Guide for Consulting Partners A go-to resource for Salesforce Consulting Partners

February 2015

Version 1.1 Salesforce | 1

Contents

WHAT IS THE SALESFORCE PARTNER PROGRAM FOR CONSULTING PARTNERS? ................................................... 2

PROGRAM OVERVIEW ..................................................................................................................................................... 2

HOW DOES THE PARTNER PROGRAM WORK? ...................................................................................................... 3

PROGRAM BENEFITS ....................................................................................................................................................... 3 PROGRAM REQUIREMENTS ............................................................................................................................................... 5 CORE ATTRIBUTE DEFINITIONS .......................................................................................................................................... 6 NEW SUB-‐ATTRIBUTE REQUIREMENT: THE SALESFORCE FULLFORCE INITIATIVE .......................................................................... 7 NEW SUB-‐ATTRIBUTE REQUIREMENT: EMERGING PRODUCTS ................................................................................................. 8 PARTNER TIER ASSIGNMENTS ........................................................................................................................................... 9 CALCULATING YOUR PARTNER VALUE SCORE (PVS) ............................................................................................................ 10 ANNUAL PVS TARGETS BY COUNTRY ................................................................................................................................ 10 PROGRAM FEES ........................................................................................................................................................... 11 PROGRAM FEES AND PVS REQUIREMENTS BY TIER ............................................................................................................. 11 PROGRAM ADVANCEMENT ............................................................................................................................................. 11

RESOURCES TO MAKE YOU AN EXPERT .............................................................................................................. 11

RESOURCES TO FOSTER COLLABORATION .......................................................................................................................... 13 RESOURCES TO GROW YOUR BUSINESS .............................................................................................................................. 15 RESOURCES TO MANAGE YOUR BUSINESS ........................................................................................................................... 16

FREQUENTLY ASKED QUESTIONS ....................................................................................................................... 18

PROGRAM CHANGES FOR FISCAL YEAR 2016 ..................................................................................................................... 18 MEASUREMENT PROCESS ............................................................................................................................................... 18 PROGRAM ELIGIBILITY ................................................................................................................................................... 19 PROGRAM FEES AND PAYMENT TERMS ............................................................................................................................. 20 PROGRAM BENEFITS ..................................................................................................................................................... 21 PARTICIPATION IN THE SALESFORCE AUTHORIZED TRAINING RESELLER PROGRAM ..................................................................... 22 PARTNER PREMIER SUPPORT .......................................................................................................................................... 22 GENERAL ASSISTANCE ................................................................................................................................................... 22


What is the Salesforce Partner Program for Consulting Partners? The Salesforce Partner Program for Consulting Partners is designed for firms that are inspired to lead the next phase of innovation and help companies connect with their customers in entirely new ways. The Salesforce Partner Program offers a robust set of resources, training, and tools, enabling you to develop expertise around specific business functions, product areas, and industries so you can expertly serve your customers, differentiate your practices, and grow a profitable business. Unlike programs developed by traditional software providers, the Salesforce Partner Program is built exclusively for the cloud and takes advantage of the cloud’s unique customer engagement models, economics, and potential to deliver unparalleled customer success. The Salesforce Partner Program gives you the support to:

• Drive customer innovation – As a Salesforce Partner, you’ll work with the world’s leading social, mobile, and cloud technologies to unlock new opportunities and drive successful business outcomes for your customers.

• Develop specialized expertise – To ensure customer adoption and ongoing customer satisfaction, you need to offer a combination of strategic vision, deep technical skills, and expertise specific to a customer’s business. The Salesforce Partner Program offers a range of programs — including sales and technical enablement, role-based product training, and a portfolio of certifications — to help you master Salesforce technologies and develop dedicated skills around specific Salesforce products, industries, and geographies.

• Grow a thriving practice – The Salesforce Partner Program is designed to capitalize on the immense opportunity of the cloud with a collaborative go-to-market approach that will help you differentiate your practice, generate customer demand, and build a profitable Salesforce practice.

Program Overview

Key Program Features Value

1. Enablement • Foster the development of specialized capabilities • Support technical skills development • Ensure successful customer deployments

2. Sales support • Accelerate the sales cycle • Increase win rates • Increase deal size

“The Salesforce Consulting Partner Program acknowledges partners for the investments they make to the ecosystem.”

–Kai Hsiung Chief Revenue Officer

Silverline


How does the Partner Program work? Recognition of Our Partners’ Total Value Contribution The Salesforce Partner Program for Consulting Partners is based on a tiered structure that recognizes the total contribution each company makes to its Salesforce partnership. The program offers five partnership tiers based on a company’s commitment and the maturation of its Salesforce business: Global Strategic, Platinum, Gold, Silver, and Registered.

Program Benefits Each program level offers a unique set of benefits to support the growth of our Consulting Partners’ business. With the new program enhancements for FY16, Partners will have access to an expanded range of benefits based on the level of partnership.

3. Marketing support • Generate demand • Build awareness for and differentiate your practice • Ensure messaging alignment

4. Operational infrastructure • Provide clear terms of engagement • Improve business planning productivity • Reduce administrative resource requirements

Registered Silver Gold Platinum Global Strategic

General

Access to the Partner Community √ √ √ √ √

AppExchange Listing √ √ √ √ √

Access to Partner Digital Sales Aid √ √ √ √ √

Monthly Office Hours √ √ √ √ √

Welcome Kit √ √ √ √ √ Eligible for Accelerate Initiative √ √ n/a n/a

Partner Management √

Partner Practice Development √



Enablement

Cloud Implementation Knowledge Base √ √ √ √ √

Two Free Salesforce EE User Subscriptions (internal use)

√ √ √ √ √

Free Online Training √ √ √ √ √

Free Support Case Packs √ √ √ √ √

Eligible to Resell Salesforce Training √ √ √ √ √

Volume Discounts on Certification √ √ √ √

Discount on Partner Premier Support √ √ √ √

Eligible for AE Case Study Webinar Series √ √ √ √

Eligible for Fullforce Initiative √ √ √ √

Eligible for Partner Briefings √ √ √

Discount on Expert Services √ √ √

Discount on Classroom Regional Product Bootcamp

√ √

Technical Architect Voucher (written exam) √ √

Marketing

General Marketing Support √ √ √ √ √

Marketing Kits √ √ √ √ √

Demand-Generation Tools √ √ √ √


“We appreciate the transparency of the Salesforce Consulting Partner Program’s goals and the clarity around what is required of partners.”

–Garret Carlson Director, Strategic Alliances

Slalom Consulting

Program Requirements Beginning in February 2015, Consulting Partner tiers will be based on a Partner Value Score (PVS). The PVS measures a Partner’s contribution over a rolling, 12-month period against Salesforce-set targets across three main categories: ACV, Expertise, and Customer Success. All Partners receive a PVS based on their total contribution to these categories. During the PVS calculation process, Partners are evaluated across a range of core attributes associated with the main categories by country, including total ACV, ACV growth, Salesforce certifications, specializations, customer satisfaction (CSAT), and customer success stories. Salesforce Consulting Partners score points for each of these weighted attributes, which are tallied over the rolling, 12-month period to determine their PVS. Any contribution to a category will count toward a Partner’s total PVS, which subsequently determines program eligibility and Partner tier. (Note that you’ll be classified as a Registered Partner until you achieve the minimum PVS for your desired tier.)


Marketing (continued)

Eligibility for Marketing Co-Funding (MDF) √ √ √ √

PR Resources √ √

Marketing Concierge √ √

Joint Marketing Planning √

Sales Eligible for Referral Incentives √ √ √ √* n/a

Onboarding Resources √ √ √ √ √

Joint Go-to-Market (GTM) Planning √ √

Joint Business Planning √

√ = eligible n/a = not applicable * Referral incentives for Platinum partners will be paid in Emerging Markets only


The following table defines the PVS core attributes.

Core Attribute Definitions

Category Core Attribute

Sub-Attribute Definition

ACV

ACV 35%

Sourced ACV

Any previously unknown opportunity referred by a Partner as a lead submitted through the Partner Community and accepted by the Salesforce Sales team, resulting in new end user purchase of original services, purchase of additional services, or upgrade to existing services within a rolling 12-month timeframe.

Co-Sell ACV

Partner brings previously unknown intelligence to an existing Salesforce opportunity or is brought in by the AE to support the close of an existing Salesforce opportunity within a rolling 12-month timeframe. Note: Co-Sell ACV includes the sum of Sourced ACV and Joint Sales.

ACV Growth 10% YoY Growth

A rolling 12-month comparison between the current Sourced ACV performance and the previous year’s Sourced ACV performance. Note: A minimum of $75,000 US/$50,000 non-US for the previous year’s Sourced ACV performance is required for eligibility to earn points in this category.

Expertise Certifications

30%

Technical Architect

The Salesforce Certified Technical Architect program is designed for technical architects who want to demonstrate their knowledge, skills, and capabilities of accessing customer architecture; designing secure, high-performance technical solutions on the Force.com platform; communicating technical solutions and design tradeoffs effectively to business stakeholders; and providing a delivery framework that ensures quality and success.

Sales Cloud

The Salesforce Certified Sales Cloud Consultant exam is designed for implementation experts who have experience implementing Sales Cloud solutions in a customer-facing role. The Salesforce Certified Sales Cloud Consultant is able to successfully design and implement Sales Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success.


New Sub-Attribute Requirement: The Salesforce Fullforce Initiative The Salesforce Fullforce Initiative is part of the Salesforce Partner Program and recognizes deep expertise in a specific area or the development of a proven, Salesforce-based services offering.

• Salesforce Fullforce Master – Recognition of a Consulting Partner holding Silver Tier status or above that satisfies the Salesforce Fullforce Master Program criteria and has successfully passed the program application and review process for a designated product or industry.

• Salesforce Fullforce Solution – Recognition of a Consulting Partner holding Silver Tier status or above that has built an industry solution satisfying the Salesforce Fullforce Solution criteria and has successfully passed the program application and review process.

Service Cloud

The Salesforce Certified Service Cloud Consultant exam is designed for implementation experts who have experience implementing Service Cloud solutions in a customer-facing role. The Salesforce Certified Service Cloud Consultant is able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success.

Developer

The Salesforce Certified Force.com Developer exam is for individuals who want to demonstrate their knowledge, skills, and abilities building custom applications and analytics using the declarative capabilities of the Force.com platform.

Specialization

5%

Fullforce Initiative The Salesforce Fullforce Initiative is structured to recognize deep expertise in a specific area or the development of a proven, Salesforce-based services offering.

Emerging Products

Recognition of Partners that can demonstrate expertise in any of our emerging products, including Data.com, Desk.com, Heroku, Foundation, Pardot, and Work.com.

Customer Success

CSAT 15% CSAT

Through the registration and closure of at least one or more projects in our Partner Community within a rolling 18 month timeframe, customers complete a survey that generates a Customer Satisfaction (CSAT) Score for the relevant Partner.

Customer Stories 5%

Customer Stories Referenceable information on a Salesforce customer project within a rolling 18-month timeframe.


Initially, these designations will focus on the following clouds and industries:

Who qualifies? In addition to Silver Tier status or above, the qualification criteria for a Fullforce Master or Fullforce Solution are focused on sales and delivery capabilities and demonstration of customer success. You can find a comprehensive list of criteria as well as an assessment tool to verify your qualifications in the Partner Community.

New Sub-Attribute Requirement: Emerging Products Partners can earn points toward their PVS by demonstrating expertise in one of our emerging products. (Note: Validation from the program owner for each product is required. See the Partner Community for details.) The following products qualify:

• Data.com – Data.com is the Salesforce solution for delivering leading business data inside your CRM. Use Data.com to search valuable account information from D&B and millions of crowd-sourced contacts and find the records your business needs. With Data.com Prospector, you can add these records to Salesforce as new accounts, contacts, and leads, or export them to use in other apps. With Data.com Clean, you can keep your CRM records clean and up to date.

• Desk.com – Customer service is changing. There are more ways than ever to connect with customers through social, mobile, and connected devices. Desk.com is an out-of-the-box solution that lets growing businesses offer personalized support on every channel. We have intuitive agent tools, powerful reporting, and a streamlined mobile app that can help you offer faster, better customer service.

• Foundation – The Salesforce Foundation has donated our product to more than 23,000 nonprofit customers, transforming mission-based organizations throughout the world. Become an expert at delivering products and services for Nonprofit and Higher Education customers by working in the Salesforce Foundation market.

• Heroku – Build apps in dozens of modern programming languages — including Ruby on Rails, Node.js, Python, Java, and more — and then move your app to the Web with a few simple clicks. Heroku apps scale easily to meet demand, and you get full control, infinite capacity, and independent

Salesforce Fullforce Initiative

Cloud Industry

Sales Cloud

Service Cloud Platform Financial

Services Healthcare Retail /

Consumer Products

Comms / Media

Certified Fullforce Solution

√ √ √ √

Fullforce Master √ √ √ √* √* √* √*

√* A Certified Fullforce Solution is required for a Fullforce Master in industry designation


scaling for each component of an app. Since 2007, companies have created more than 4 million apps on Heroku, and the platform provides companies from startups to Fortune 500 enterprises with a faster, more effective way to create, deploy, and manage apps.

• Pardot – Pardot is a leading business-to-business marketing automation software provider. With a marketing automation software-as-a-service application, Marketing and Sales departments can create, deploy, and manage online marketing campaigns that increase revenue and maximize efficiency. Pardot features a certified CRM integration with Salesforce, empowering marketers with lead nurturing, lead scoring, and ROI reporting to generate and qualify sales leads, shorten sales cycles, and demonstrate marketing accountability.

• Work.com – Manage sales performance with Work.com through better coaching, motivation, and team alignment. Motivate and coach your sales team directly within Salesforce. Use coaching to help more reps achieve quota every month. And recognize your top performers publicly, showcasing what they’re doing to win deals. Track and measure progress against goals linked to Salesforce data. Easily evaluate the performance of your teams whenever you choose — after completing a month, a quarter, a project, or a specific goal. Work.com lets you focus on selling, not on paperwork.

Partner Tier Assignments For Existing Partners Starting on February 1, 2015 and continuing through the end of the month, Salesforce will undertake an initial Annual Partner Evaluation during which it will calculate all existing Partners’ PVS and assign each existing Partner to a program tier based on the Partner’s then-current PVS. Throughout FY16, if Salesforce validates that a Partner qualifies for assignment to a higher Partner tier during a Quarterly Partner Evaluation Period, Salesforce will notify the Partner of assignment to the higher Partner tier. The benefits associated with the higher Partner tier will apply immediately upon the existing Partner’s receipt of such notice. Salesforce will only assign qualifying existing Partners to higher Partner tiers during a Quarterly Partner Evaluation Period. For New Partners Starting on February 1, 2015 and continuing throughout FY16, each new Partner will enter the Partner Program as a Registered Partner until Salesforce notifies the new Partner of assignment to a higher Partner tier based on Salesforce’s assessment of the new Partner’s PVS during a Quarterly Partner Evaluation Period. The benefits associated with the higher Partner tier will apply immediately upon the new Partner’s receipt of such notice.

“The Salesforce Partner Program is constantly evolving based on the needs of the business.”

–Gary DiOrio, President Salesforce Business Unit

CloudSherpas


Calculating Your Partner Value Score (PVS)

Annual PVS Targets by Country

Category Core Attribute Core Attribute Point Valuation Sub-Attribute Sub-Attribute

Point Target

ACV ACV 35% 350 points

Sourced ACV 200 points Co-Sell ACV 150 points

ACV Growth 10% 100 points YoY ACV % 100 points

Expertise

Certifications 30% 300 points

Technical Architect Certification 100 points

Sales Cloud Certification 75 points

Service Cloud Certification 75 points

Developer Certification 50 points

Specialization 5% 35 points Fullforce Initiative 35 points

15 points Emerging Products 15 points

Customer Success

CSAT 15% 150 points CSAT Score (rolling 18 months) 150 points

Customer Stories 5% 50 points Customer Stories (rolling 18 months)

50 points

Totals: 1,000 points 1,000 points

ACV (rolling 12 months)

Expertise (lifetime)

Customer Success (rolling 18 months)

Sourced ACV Co-Sell

ACV YoY

Sourced Growth

Technical Architects

Sales Cloud

Service Cloud

Developer Fullforce Emerging Products

CSAT Customer Stories

US $2,500,000 $7,500,000 35%

2

25 25 50

2 1 8.4 10

CA $250,000 $750,000 35% 5 5 10

BR $300,000 $1,000,000 35% 5 5 10

ROLACA $250,000 $750,000 35% 5 5 10

UK $500,000 $1,250,000 35% 15 15 30

DE $300,000 $1,000,000 35% 10 10 20

FR $250,000 $750,000 35% 5 5 10

NL $250,000 $750,000 35% 5 5 10

ROEMEA $250,000 $750,000 35% 5 5 10

AU $250,000 $750,000 35% 5 5 10

ROAPAC $250,000 $750,000 35% 5 5 10

JP $500,000 $1,500,000 35% 20 20 40


Program Fees To support the ongoing administration of the enhanced Salesforce Partner Program and to provision the program benefits, Salesforce will charge an annual program fee starting in FY16. All Salesforce Consulting Partners will be required to meet the program requirements and pay the annual program fee associated with their respective Partner tier.

Program Fees and PVS Requirements by Tier

*Inclusion in Global Strategic Tier is subject to Salesforce approval

Program Advancement If a Partner pays an annual program fee based on an earlier assignment to a Partner tier and is then assigned to a higher Partner tier, no additional annual program fees will be due until the next renewal. At that point, the Partner must pay the annual program fee associated with the Partner tier to which Salesforce assigns the Partner for the next annual term based on the Annual Partner Evaluation.

Accelerate Initiative Policy The Accelerate Initiative allows eligible Silver or Gold Partners to upgrade to the next Higher Partner Tier by paying the difference between the existing tier and the desired higher tier. This will allow the Partner to participate in the Partner Program at that Higher Partner Tier until their renewal (March 1st). Salesforce will only review applications during the Annual Partner Evaluation (February) and the Q3 Partner Evaluation Period (August).

To qualify for the Accelerate Initiative, partners must have met the following:

1. Ranked in the top 25th percentile of Gold or Silver tiers for a specific country. (For example, if there are 20 Gold partners in the US, the top 5 partners would be eligible for the Accelerate Initiative)

2. Application approved by leadership.

Tier Program Fee PVS Requirement

Mature Markets Emerging Markets &

Foundation Partners

Global Strategic* $25,000 n/a

Must achieve Platinum Tier in 2 or more Top 8 Countries (1 must be in the US)

Must commit to Platinum Sponsorship at Dreamforce

Platinum $20,000 $15,000 Partner Value Score

700–1,000

Gold $15,000 $11,250 Partner Value Score

450–699

Silver $5,000 $3,750 Partner Value Score

250–449

Registered $1,000 $750

A minimum of 1 individual (holding 2 or more certifications) or a minimum of 2 individuals (holding at least 1 certification each) in Developer, Sales Cloud, or Service Cloud.


Resources to Make You an Expert The first step to becoming a successful Salesforce Consulting Partner is to learn our products. Salesforce offers a variety of product training programs to help you deliver flawless customer deployments. Here’s an overview of the resources available to Salesforce Partners:

• Salesforce Certification – Salesforce offers the world’s first cloud-computing certification program, supported by four role-based tracks: Administrators, Developers, Cloud-specific Consultants, and Technical Architects. For each tier, candidates must follow a rigorous course of study as well as pass a certification exam. Earning a credential from Salesforce not only provides your team with the skills and confidence to take full advantage of our technologies, but it is used by customers and Salesforce alike to evaluate your team’s experience.

We believe certification is so indispensable to your customers’ success that we make it a requirement of the Partner Program. Salesforce Consulting Partners are required to have a minimum number of certifications based on membership tier. You can find details on the specific criteria by tier in the Program Requirements section of this document.

• Technical Architect Vouchers – We provide Global Strategic and Platinum Partners with vouchers to support their attainment of Salesforce Technical Architect Certification.

• Training delivery options – From online to instructor-led, Salesforce training delivery options give you the flexibility to build a training plan that meets the specific learning needs of your organization: § Online product training – Your team members and new consultants can get up to speed

through our self-paced online courses, eliminating costly travel and time away from billable customer engagements. Courses are organized by role so your consultants can easily locate the appropriate training for their particular needs.

To help you save money and administer training for your team, we offer subscription-based Premier Training, which provides unlimited access to our large catalog of self-paced online courses as well as discounts on instructor-led courses.

§ Public, instructor-led courses – Offered in a classroom setting, these courses are led by Salesforce experts who guide you through hands-on exercises and share examples from a wide range of successful implementation projects. You can start with fundamentals such as Administrative and Implementation Essentials or jump to the coursework that best fits your knowledge and experience. Instructor-led courses are offered throughout the year. You can find the current schedule in the online Salesforce course catalog: http://www.salesforce.com/services-training/training_certification/course_catalog.jsp

“The new Partner Community site not only offers us a forum to engage with other partners, but it’s a valuable resource that will support our continued success.”

–Barney Haywood, Head Alliances & Strategic Accounts

Redkite


§ Private, instructor-led courses – If you want to train a group of consultants or developers, you can save money and effort by having Salesforce conduct a private training course at your workplace. For more information and scheduling, contact your Partner Account Manager.

• Salesforce University for Partners (previously known as Partner Academy) – Take up to a 2-day session that combines presentations from Partner Productivity Managers, solution experts, and local Sales teams. Practice sessions are targeted for business development professionals focused on Salesforce best practices, staff development, and sales effectiveness. The Technical Certification Workshops focus on preparation for cloud-specific certifications or the Technical Architect Certification.

• New! Generate additional revenue with Salesforce Training – Beginning in February 2015, Salesforce is excited to offer Salesforce Consulting Partners another opportunity to build their business and increase their deal sizes. Partners can now offer Salesforce University training directly to their customers — and profit. Delivered by Salesforce Certified Trainers, Salesforce University courses let Partners offer flexible training options without having to staff instructors or manage training events.

• New! Volume discounts on Certifications – Salesforce Consulting Partners can take advantage of discounts on professional certifications and maintenance exams. Partners can purchase new, discounted exam vouchers that are simpler and easier to use with multiple certification exams and feature an extended expiration date of 2 years.

• New! Discount on classroom regional product live bootcamp – Salesforce Consulting Partners enjoy priority access to live, regional product bootcamps at discount pricing. Designed to shorten time to readiness for Partner employees, these bootcamps are packed with updates, skills training, demos, tools, and other resources to accelerate sales. Bootcamp participants also get access to video versions of bootcamp sessions.

• New! Case study webinar series – Salesforce Consulting Partners can nominate their customers for video-based case study profiles. Featuring the Partner’s engagement and highlighting the customer’s success, these videos are created by the Salesforce StoryForce team, ensuring high quality and creativity.

• Staying current with Salesforce – We provide three releases a year, which means our cloud app is constantly evolving. New training is available free online with every release. Members of our Partner Community can also participate in periodic product briefings to keep up to date. These sessions cover changes and enhancements to our entire product portfolio, providing exclusive insights that can be critical to your continued success as a Salesforce Partner.

Resources to Foster Collaboration The cloud shifts the focus from installation to customer adoption and satisfaction, requiring ongoing engagement and tight collaboration between vendors and Partners. As a Salesforce Consulting Partner, you have access to a broad range of tools, insights, and best practices to support you through the different phases of a customer project.

• Monthly webinar series – Produced by our Productivity and Partner Programs teams, this interactive series covers topics related to implementation and Partner selling success.

• Partner Welcome Kit – Available on the Partner Community, the Welcome Kit offers a set of resources to help you get started with the Salesforce Consulting Partner Program.


• Monthly office hours – We invite all Partners to attend bi-monthly office hour sessions with a Salesforce panel of experts across Programs, Operations, Marketing, Sales, and Support to get answers to your burning questions.

• Partner Forum – Join Salesforce executives, product leaders, and other experts from the Consulting Partner Community for a full-day program designed to inspire customer transformation and Salesforce innovation. Participation is limited to individuals with at least one of the following certifications: Sales Cloud, Service Cloud, or Advanced Developer.

• Monthly partner onboarding webinars – Partners can participate in monthly webinars to help with the onboarding process. Learn how to navigate the Partner Community, register a project, publish a listing on the AppExchange, and more.

• Sales kits by product – Whether your focus is Sales Cloud, Service Cloud, the Force.com platform, or Chatter, you’ll find first-call decks, demos, datasheets, white papers, FAQs, a list of top discovery questions, and much more on the Partner Community.

• Developer Force – Get started with Force.com, the leading cloud-computing platform for custom application development. As a Salesforce Consulting Partner, you can join Developer Force and gain access to a free Developer Edition environment plus self-guided tutorials, toolkits, and downloadable reference books on Force.com fundamentals and advanced techniques.

• Community discussion boards – Discuss your concerns and connect with the community. We offer technically oriented boards around Force.com development, including specific technologies such as Force.com code (Apex), Force.com pages (Visualforce), Force.com sites, Java, .NET, and much more. We also offer general boards that cover a range of topics, including Salesforce best practices, desktop integration, and product discussions.

• Test and demo orgs – Test new technologies, create customized demos, and develop proofs of concept for your prospects and customers. All editions are available from the Partner Community.

• New! Free Support Case Packs – These packs are based on a flexible “use as needed” model and include a set number of cases depending on your program tier:

With Support Case Packs, you’ll receive a faster initial response of 1–8 hours (depending on the case severity level) plus Developer Support and a Priority Queue to route cases directly to Tier 2 and 24/7 toll-free phone support.

• New! Discount on Partner Premier – If Partner is interested in purchasing the Partner Premier Success plan, you will get a 10% discount off the $24,000 fee.

• Formal technical support – Includes Salesforce Basic Support as well as access to our new Partner Premier Success Plan: § Basic Partner Support – This free service includes:

• Unlimited application and Partner Program-related support • Online case submission with 2-day initial response time for all case types and severities • Proactive alerts and outage communication

Global Strategic 20 case packs

Platinum 15 case packs

Gold 10 case packs

Silver 5 case packs

Registered 2 case packs


§ Partner Premier Success Plan – Includes the above, plus: • Immediate access to our expert technical resources. • Continuous coverage – Support is available 24/7 via toll-free phone or the Partner

Community for Severity 1 cases. • Fast response time – Response is within 1 hour for Severity 1 cases logged via the Partner

Community. • An assigned Partner Premier Support representative serves as a single point of contact and

provides proactive case management and technical best practices. • Premier Developer Support offers error-related troubleshooting and code reviews plus best

practices to help you build apps on the Force.com platform. • Notifications – Receive advance notice of planned maintenance and downtimes. • Partner Premier Success review – A review of your cases, escalations, and resource usage

ensures you’re taking full advantage of your Partner Premier subscription.

For access to this Partner Premier Success Plan benefit or help with technical and Partner Program issues, simply log in to the Partner Community and submit a case. If you’re onsite with a Premier customer, you can also log a case on your customer’s behalf.

Resources to grow your business Building awareness for your company, marketing your services, differentiating yourself from the competition, and generating leads: these are the building blocks of every successful organization. Being a Salesforce Consulting Partner helps position you as committed to driving customer innovation — with the experience to back it up. We can help with the following:

• New! Onboarding resources – New Partners have access to the Partner Onboarding team and a range of resources specifically designed to help you get a successful start as a Salesforce Partner.

• New! Marketing Concierge – Go-To-Market (GTM) Directors are the first point of contact for Platinum Partners. These Partners can also take advantage of Salesforce marketing expertise through our concierge service by submitting business and marketing questions and ideas via email to [email protected]. Our team members will respond within 2 business days.

• New! Marketing Kits – All Salesforce Consulting Partners can download our growing portfolio of demand generation planning tools, best practices guides, and creative templates from the Partner Community.

• New! Eligibility for Marketing Co-Funding (MDF) – The Partner Marketing Co-Funding Program is designed to fuel your Salesforce-based marketing activities. Each quarter, a pool of marketing funds is allocated by the GTM team to support the execution of Partner-led marketing activities that generate demand for Salesforce products.

• Joint Go-to-Market (GTM) Planning – Global Strategic and Platinum Partners work directly with their dedicated Partner Account Managers or GTM Directors to develop a set of key objectives based on their business needs and action plans to accomplish these objectives.

GTM plans are intended to be living documents that are co-developed, agreed upon, and reviewed together on an ongoing basis. Key benefits of GTM plans include: § Common understanding of the Salesforce Partner’s business potential § Clear expectations of the partnership, success criteria, and respective roles and responsibilities

across the value chain


§ Expedient and rigorous assessments of which initiatives will provide the best return on resource investment

§ Improved resource utilization that leverages combined resources § Analysis of the Partner’s capabilities to determine the best partnering strategy § Integration and coordination of activities to promote the partnership internally to the Salesforce

Sales and Customers for Life organizations and externally to prospects and customers § Alignment of Partner and Salesforce messaging and communications to existing and potential

customers To begin working on your GTM plan, contact your Partner Account Manager or GTM Director.

• Salesforce content syndication – As a Consulting Partner, you can provide a way for your website visitors to learn more about Salesforce, and we’ll repay you with qualified leads. Simply embed a Salesforce “free trial” button (with the code we provide) anywhere on your site. When anyone coming from your site activates a trial, we’ll send you an email with a link to the new lead along with follow-up instructions on how to qualify the lead for credit. We’ll even add the lead to your Partner Community lead view.

This is a true win-win-win scenario: Your prospects get valuable content from Salesforce. In true cloud-computing fashion, we manage the copy, images, and lead buttons so you don’t have to (you can even choose from multiple languages). And with Salesforce content syndication, you gain recognition as a Salesforce Partner, along with a list of qualified leads.

• The AppExchange services and solutions marketplace – As a Salesforce Consulting Partner, you can market and deliver your services and solutions via the AppExchange to the largest cloud-computing customer audience — more than 100,000 customers and counting. Listings include an overview and details of your services, optional pricing, and customer reviews that evaluate quality, cost, and adherence to schedule; experience, number of Salesforce-certified professionals, and additional satisfaction metrics; and a profile you can use to augment your listing with demos, white papers, and customer success stories.

• Event sponsorships – Sponsorships give you access to high-value, lead-generation opportunities and more attention from our Sales and Marketing teams, the Developer Community, and press and analysts. You’ll find a central clearinghouse for reserving targeted sponsorships of conferences, gatherings, and Web properties in the Market section of the Partner Community.

• And more – The Go-to-Market section of the Partner Community offers a host of marketing tools and resources to help you generate awareness and drive demand for your products and services. You’ll also find PR templates, logos, and usage guidelines that help you align with the Salesforce brand and promote your relationship with our company.

Resources to manage your business Our account, lead, opportunities, and project management resources will not only help you stay organized, but give your organization hands-on experience with cloud-based CRM.

• New! Access to the Partner Community – The Partner Community is your go-to resource for the latest partner information or technical and sales enablement resources and to engage with other Partners.

• New! Access to the Partner Digital Sales Aid (PSA) – A content delivery app that works via a browser or mobile device, the PSA provides access to the same sales content available to the


Salesforce Sales team. The PSA helps you quickly find content to build presentations and gather information for your customer and prospect meetings.

• Partner newsletter – Receive regular updates on the Partner Program, tips from Salesforce experts, insights from peers, info about networking events, and educational opportunities via the Partner newsletter. Keep your personal information up to date in the Partner Community so you can stay in the know and don’t miss a single edition of the Salesforce Partner Newsflash.

• Salesforce Certification management –The certifications attained by your organization are essential marketing tools to promote your skills and Salesforce expertise. Your individual team members can easily link their completed certifications to your partner account through Webassessor, our certification exam provider. The number of certified professionals on your staff will be displayed to prospects and customers via your AppExchange listings.

• My Leads – This feature lets you submit, view, and edit leads and be eligible to earn a percentage of the revenue for referred accounts.

• My Opportunities – Qualified leads are converted to new opportunities, which we tag as Partner-sourced and assign to an Account Executive, who will discuss the opportunity with you. My Opportunities will keep you both on the same page: tracking current status, the active AE, your role in the sale, and, once the opportunity is won, the dollar amount.

• Customer satisfaction surveys – Monitoring customer satisfaction lets you evaluate your projects’ success and provides insight into your customers’ assessment of the value you delivered. As you complete a customer project and enter the project end date in the Partner Community, you’re required to send out a satisfaction survey. Your project status will not change to “Completed” until your customer returns the survey. Survey results will appear within your AppExchange listings to help potential customers evaluate your services. We also use this information internally to evaluate your performance during our formal partner reviews.


Frequently Asked Questions

Program Changes for Fiscal Year 2016 Q: What were the main changes made to the program for FY16? A: The major changes for FY16 are:

• A new tiering process based on a holistic view of Partner value contribution • Expanded program benefits to support Partner success • Enhanced Partner enablement programs and resources • Introduction of annual program fees

Measurement Process Q: How are Partners measured against program requirements? A: Partners are measured against the program based on a weighted scoring model called Partner Value Score (PVS). The PVS model provides a holistic approach to measuring Partners based upon their total value contribution. The FY15 measurement process will retire on February 1, 2015, and Partners will no longer be required to achieve 100% of the criteria to qualify for each tier. With the PVS model, Salesforce now will be able recognize our Partners for any contribution they make in each category. Q: What is the Partner Value Score? A: Salesforce’s Partner Value Score (or PVS) measures a Partner’s contribution over the course of a rolling, prior 12-month period against Salesforce-set Fiscal Year targets in the following Partner Program metrics: ACV, Expertise, and Customer Success. Q: I’m an existing Salesforce Partner. What happens to my current status on February 1? A: On February 1, 2015, we’ll retire the existing program’s measurement process and will conduct the Annual Partner Evaluation Period where we’ll implement the new Partner Value Score (PVS) model. The Annual Partner Evaluation Period will last throughout the month of February, during which Salesforce calculates each Partner’s PVS based on contributions from the prior Fiscal Year. Upon completion of its evaluation of each Partner, Salesforce will assign the Partner to the Partner tier for which it qualifies for the current Fiscal Year based on the Partner’s PVS. A Partner’s assignment to a Partner tier as part of the Annual Partner Evaluation will apply for the remainder of the Fiscal Year unless Salesforce later elevates the Partner to a higher Partner tier after a follow-on Quarterly Partner Evaluation Q: How does a Partner advance through the program tiers? A: If a Partner pays an Annual Program Fee based on its earlier assignment to one Partner tier and is then assigned to a higher Partner tier during a Quarterly Partner Evaluation Period, no additional annual program fees will be due until the next renewal. They will advance to a higher tier at no additional charge. Q: Can I be demoted to a lower tier? A: Only during the Annual Partner Evaluation Period can a partner be demoted into a lower tier. Partners will not be demoted into a lower tier during a Quarterly Partner Evaluation Period.


Q: Do existing Partners need to take any action to stay in the program for FY16? A: No. There is no action required from Partners at this time. On March 1, all partners will receive their tier assignments and instructions on how to pay the program fee. Q: Can I advance to the next tier outside of the Quarterly Evaluation Period? A: No. Partners can only advance during the Partner Quarterly Evaluation Period. Partners achieving the minimum PVS for the higher tier at any point during the quarter will need to wait until the beginning of the next quarter for their tier to be updated. Q: How will I know if I qualified for advancement? A: We will issue a notification letters to all Partners that qualified for advancement shortly after the Quarterly Partner Evaluation Period has closed.

Program Eligibility Q: Does the Registered Tier require 2 certified individuals or 2 certifications? Can a company with 1 employee with 2 certifications qualify to be a Registered Partner? A: The Registered Tier requires a minimum of 1 individual (holding 2 or more certifications) or a minimum of 2 individuals (holding at least 1 certification each). The certifications that count toward the requirement are Developer, Sales Cloud, or Service Cloud. Q: For the higher tiers under the Expertise category, is the new requirement still the number of certified individuals or is it the total number of certifications? A: We changed this requirement to now reflect certifications by cloud: Sales Cloud, Service Cloud, and Developer. Q: Does the Consulting Program include Nonprofits and Higher Education ACV contributions? A: Yes. Any nonprofit or higher education ACV contributions count toward the Partner’s overall value contribution. Q: If I want to enroll in the Accelerate Initiative, whom do I contact? A: A Partner can contact the GTM Director, Partner Account Manager, Onboarding Team contact, or submit a case on the Partner Community to request information on how to enroll in the Accelerate Initiative. Additional fees and qualification requirements apply. Q: How will you determine qualification for the Emerging Products category? A: Partners that can demonstrate expertise and are validated by each Emerging Product program owner will achieve the points associated with this category. Q: Will Pardot certifications count toward the program? A: Pardot certifications will not count toward the certification requirements in the Certifications category. However, this certification along with a complete client implementation will fulfill the Emerging Product category requirement.


Program Fees and Payment Terms Q: What are the annual program fees? A: The annual program fees associated with a Partner’s participation in the Partner Program in a given Partner tier for an Annual Term are as follows, based on the location of the Partner’s headquarters/primary registered place of business:

Q: What is my annual program term? A: The Annual Term is the period of any Partner’s participation in the Partner Program starting on (i) the date of Salesforce’s receipt of an existing Partner’s or any renewing Partner’s timely payment of the Annual Program Fee associated with the Partner tier to which Salesforce has assigned the Partner following the first or subsequent Annual Partner Evaluation, or (ii) for new Partners, the date of the new Partner’s admission to the Partner Program, provided that Salesforce receives timely payment of the Annual Program Fee associated with the Partner tier to which Salesforce initially assigns the Partner (in most cases, this will be the Registered Partner Program Tier), prorated for the remainder of the then-current Annual Term, and ending for all Partners on the last day of the following February (that is, February 28, or February 29 in leap years). Q: How do I pay the program fee? A: General payment policies are below:

1. On or by March 1, 2015, Salesforce will notify existing Partners of their assignment to a program tier for FY 2016 and will direct partners to the Partner Program Enrollment Process Page for Payment instructions.

2. Existing Partners have until April 30, 2015 to complete the Partner Program Enrollment Process to remain in the program.

Partner Tier Annual Program Fee Covering the Annual Term

For Partners Headquartered in a Mature Market Country

For Partners: (i) Headquartered in an Emerging Market

Country; and (ii) Foundation Partners (regardless of

location)

Global Strategic $25,000 n/a

Platinum $20,000 $15,000

Gold $15,000 $11,250

Silver $5,000 $3,750

Registered $1,000 $750


3. All Partners’ Partner Program participation annual renewal date will be March 1, and if renewed, will extend the Partner’s participation in the Partner Program through the end of the following February.

Q: If I am a partner in more than 1 country, do I need to pay program fees twice? A: No. Partners will only need to pay for their highest-ranking tier; for example, if a Partner achieved the Platinum Tier in the US and the Gold Tier in France, the Partner will only need to pay the Platinum program fee. Q: If I don’t want to pay for inclusion in a higher tier, do I have to advance? A: No. Partners can choose to remain in a lower tier if they don’t want to advance in the program. They will only receive the benefits associated with the tier for which they pay the program fee. Q: Can I be upgraded through the Accelerate Initiative outside of the Annual Partner Evaluation and the Q3 Partner Evaluation? A: No. We will only advance Accelerate partners twice a year during the above partner evaluations. Q: How will I know if I qualify for the Accelerate Initiative? A: Partners will be able to apply to be an Accelerate Partner via the Partner Community starting on March 1st. If application is approved, we will notify the partner and provide payment instructions. Q: How much does it cost to be an Accelerate Partner? A: If you are a Silver Partner, the cost to advance to Gold will be $10,000 (the difference from Silver and Gold). If you are a Gold Partner, the cost to advance to Platinum is $5,000 (the difference from Gold to Platinum). This is a one-time non-refundable fee and is owed in addition to the annual program fee already paid.

Program Benefits Q: Are discounts still available to Partners for training and certification? A: Yes. Partners are entitled to new discounts based upon their partner tier and their higher reseller tier if they elect to become a Salesforce Authorized Training Reseller. Specific partner discount details will be available in the Partner Community. Accelerate Initiative participants will receive the discount tier they are entitled to in the higher Partner tier. Q. Do my training purchases count toward ACV when calculating my Partner Value Score? A: Yes. Salesforce recognizes Partners’ commitment to internal training by including the value of training purchases in the PVS calculation. Q. Are all certifications discounted? A: No. Some advanced level certifications require additional evaluation models and are not discounted. Q. Are discounts available on certification preparation programs? A: Yes. Salesforce University now offers 1-day, certification preparation focused classes at a discount to Partners. These classes are available through both virtual and in-person formats.


Participation in the Salesforce Authorized Training Reseller Program Q. Can Partners now resell Salesforce Authorized Training? A: Yes. All Partners can now sign up to resell Salesforce Authorized Training. Q. Is there any limit to how much revenue a Partner can make reselling training? A: No. Partners can boost their revenue with high-volume training sales regardless of their Partner tier. Q. Does a Partner need a training team to become a reseller? A: No. Working with the Partner, Salesforce University instructors can handle the setup and delivery of the training. Q. Where will the training take place? A: Training can occur at the customer’s location, at a local training center, or at the Partner’s location. Q. Does the Partner Value Score take into consideration the training a Partner resells? A: Yes. Partners that resell Salesforce Authorized Training will see the value of the training added to their ACV to calculate their Partner Value Score.

Partner Premier Support Q: If I already have Partner Premier Success and I will start paying the Consulting Partner Program fees, which include a certain number of cases based on my program tier, do I get any discounts? A: Unfortunately, you will not get a discount on the Consulting Partner Program fee; however, upon renewal of your Partner Premier Success, Salesforce will apply a discount. Q: What should I do if my company uses all our cases before our contract expires? A: You can contact your Partner Account Manager who can help you purchase an additional pack of 5, 10, or 20 cases for an additional fee or you can purchase Partner Premier Support at a discounted fee. Q: Will I receive a welcome packet on how to use the Partner Tech Support Case Pack? A: Yes. Included in your Consulting Partner Program will be a section on how to leverage your Tech Support Case Pack, including tech support global access phone support, SLAs, support case routing, escalation path, and more. Q: Will I be notified when I can start using my Tech Support cases? A: Yes. Once your Consulting Partner Program order is activated, you can start using your cases. Q: Will I be notified if I have used all my cases? A: Yes. Upon hitting the limit of cases you’re entitled to, you’ll receive an email notification that you’ve reached the limit and any future cases logged will be downgraded to Partner Standard Support.

General Assistance Q: If I don’t have a Partner Account Manager (PAM), whom can I contact if I have a question?


A: For general help, you can send an email to our Onboarding Team at [email protected].

Salesforce.com PartnerProgram

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