Channel Partner Onboarding Guide Pinnacle Partner Program

Last Updated July 8, 2011

100 Crosby Drive Bedford, MA USA 01730 Phone: 781.328.4400 Fax: 781.275.8800

www.acmepacket.com

Table of Contents Who should use this guide? ................................................................................ 1

Acme Packet Pinnacle Program overview ......................................................... 2

Training partner sales teams ............................................................................... 4

Selling with Acme Packet—sales model, contacts and sales tools .............. 5

Qualifying, quoting and ordering Acme Packet products ............................... 7

Product and price list updates ............................................................................ 9

Training partner technical and support teams ................................................ 10

Supporting Acme Packet products .................................................................. 11

Marketing and promoting the partnership ....................................................... 16

New partner onboarding milestones ................................................................ 17

Page 1

Who should use this guide?

Acme Packet (NASDAQ: APKT) is the leader in session delivery network solutions. We enable the delivery of interactive communications—voice, video and multimedia sessions—and data services across IP network borders. Our Channel Partner Onboarding Guide is a resource to help our Pinnacle Partners work with us as efficiently as possible. It is an easy-to-use guidebook that allows you to navigate your business relationship with us so you can increase sales and profitability. The Channel Partner Onboarding Guide is written for any company reselling Acme Packet products, including the following types of partner organizations:

• Service provider resellers

• Service provider managed service organizations

• Equipment VARs

• System integrators

• Distributors

The Channel Partner Onboarding Guide is designed to be a central reference document for working with Acme Packet and integrating workflows and processes for maximum efficiencies. It is intended to be used by:

• Vendor relationship managers

• Product managers

• Sales managers

• Purchasing managers

• Support managers

We hope you consider the Channel Partner Onboarding Guide a starting guide for beginning your business relationship with Acme Packet and a core communications vehicle within your company so that your internal teams can easily identify the Acme Packet resources that are available to support your partnership with Acme Packet.

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Acme Packet Pinnacle Program overview

The Acme Packet Pinnacle Partner program is a channel and technology partner ecosystem that promotes joint solution selling, product interoperability and partner enablement. It formalizes relationships with key technology vendors, reseller channels and integration and services partners, promotes partner enablement and joint solution selling and establishes product interoperability and solution integration. There are three categories of resellers within the Pinnacle Program:

Global Alliance Partners actively resell Acme Packet product suite worldwide, and they typically package Acme Packet products as part of a larger, integrated IP solution. They include Acme Packet equipment in their internal laboratories, and they must complete the Acme Packet Certification Program and offer maintenance and installation services as well as Tier 1 and Tier 2 support.

Registered Resellers actively resell Acme Packet products in a specific geographic region, and sell support, maintenance and installation services from either Acme Packet or from an Acme Packet Authorized Services Partner. They typically integrate our products with third-party equipment and applications in one-or-more areas of VoIP/IP multimedia specialization.

Certified Resellers actively resell our products in a specific geographic region and provide maintenance and installation services as well as Tier 1 and Tier 2 support. They also integrate our products with third-party equipment and applications in one-or-more areas of VoIP/IP multimedia specialization. They must complete the Acme Packet Certification Program and purchase lab equipment sufficient to provide maintenance and installation support for end customers.

The Pinnacle Partner Program provides complete sales and technical training programs and tools that enable partner success, and your organization can receive the following benefits:

• Leads and sales referrals

• Access to marketing and sales tools via the Pinnacle Partner Portal

• Rights to use Acme Packet logos and Pinnacle Program references

• A listing on the Acme Packet website

• A Pinnacle Partner plaque for display

• Optional participation in marketing programs as determined jointly

• Participation in our Interconnect Annual Worldwide User Conference (with qualified end customers)

• The option to purchase a discounted lab system kit

• Access to the sales and system engineering training and certification programs

• Access to Acme Packet’s Technical Assistance Center (TAC) and the knowledgebase

You will also receive Acme Packet Technical Training incentives and discounts. Certified Resellers receive two free seats in any class plus a 20% discount on all other classes, Registered Resellers receive a 15% discount on classes and Global Alliance Partners receive five free seats and a 25% discount on subsequent classes. Acme Packet products and solutions are available for resellers to purchase through

the industry’s leading distributors of interacsupply chain leverage to stay competitive.

Pinnacle Channel Partner r

Signed Pinnacle Program agreement

Approved financial qualification

Focus on one-or-more VoIP and multimedia solution specializations

Signed reseller/distribution agreement

Defined territory

Targeted bookings per year (or mutually agreed)

Commitment to minimum number of Acme sales engineers

Commitment to minimum two Certified post

Investment in lab equipment

Resell Acme Packet or Authorized Service Partner Support Services

Provide Tier 1/2 customer support

For more information about our Registered Rebrochure.

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eading distributors of interactive communications products, giving you the conveniencesupply chain leverage to stay competitive.

Pinnacle Channel Partner requirements Registered Reseller

CertifiedReseller

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VoIP and multimedia solution �

Signed reseller/distribution agreement �

Regional Regional

Targeted bookings per year (or mutually agreed) $250K $500

Commitment to minimum number of Acme Packet-trained pre- 1

Commitment to minimum two Certified post-sales engineers

Resell Acme Packet or Authorized Service Partner Support �

Registered Reseller and Certified Reseller programs, download the

tive communications products, giving you the convenience and

Certified Reseller

Global Alliance Partner

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Regional Global

500K $1M

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programs, download the

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Training partner sales teams

Acme Packet offers flexible training programs that allow resellers to swiftly train sales teams on the value of our products and the technical and business advantages they can bring to your customers.

Computer based training courses (CBTs) are available online via the Pinnacle Partner Portal. Your sales personnel fill out a brief form here requesting access, and we will email them a password so they can login. Your team will be able to download two CBT modules for partner sales and SE certification. Module 1 focuses on why sell E-SBCs, and it covers the market opportunities and drivers, the target customers and how to identify opportunities. Module 2 discusses typical applications for Acme Packet E-SBCs and overcoming objections, and it reviews the anatomy of a sales win. Additional CBTs will be added to the portal over time.

Live workshops and webinars are available to be conducted regularly by Acme Packet executives to accelerate knowledge transfer to our partners. The workshops and webinars are customized to the needs of each partner. To arrange for workshops and webinars to help bring your team up to speed quickly, contact your Acme Packet channel manager.

Sales and sales engineer certification—Acme Packet sets the standard for accrediting session border control knowledge and skills, and our channel partners can distinguish themselves by demonstrating a thorough knowledge of Acme Packet products and solutions through our Certification programs. Upon completion of the Computer Based Training and/or Live Workshops, a Sales/Sales Engineer Certification Exam is available to verify your knowledge. You can request access to the exam by registering on our website here.

Participation in partner sales events—Acme Packet is open to participating in your sales events to train your sales and support teams. Contact your Acme Packet channel manager to discuss how we can participate in your sales meetings or to schedule an Acme Packet representative to present or conduct workshops at your next sales event.

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Selling with Acme Packet—sales model, contacts and sales tools

Direct touch sales management

Acme Packet makes it easy for our partners to sell with us by providing a direct touch sales model in partnership with our channel partners. Channel partners represent close to 90% of all enterprise sales and greater than 50% of all sales, and we work hand-in-hand with your sales organization to satisfy customers and generate revenue. The primary charter of our direct touch sales force is to drive interest in Acme Packet solutions, and they directly touch the customer to drive demand but fulfill the demand through our channel partners.

Our direct touch sales model is an integral part of our go-to-market strategy. We look at channel partners as an extension of our sales force, and we integrate our sales organization with our channel and offer the tools we make available to our sales team to our channel partners. Our sales organization is regionally organized:

• North America

• Europe, the Middle East and Africa (EMEA)

• Asia Pacific

• Caribbean and Latin America

We also have vertical teams for financial, government and state, local and education (SLED) markets. The sales organization works closely with your sales team to develop sales opportunities, support quotes and manage the pipeline, and they are available to participate on joint sales calls.

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Channel sales management

Overlaying our direct touch sales team is our channel management team, which works with each partner on overall solution strategy and communicates new products and updates to resellers. Our channel management team also facilitates indirect sales growth with marketing programs, events and training programs.

The channel manager is your primary advocate at Acme Packet, and is responsible for getting your organization onboard, trained and ready to sell. Your Acme Packet channel manager will also support your business development efforts, including business review and monitoring and funnel management. Contact information for Acme Packet channel managers is available by logging into the Pinnacle Partner Portal.

Contact lists for direct touch and channel sales management

Current lists of the Acme Packet team are available for partners to reference on the Pinnacle Partner Portal. This makes it easy for you to match your sales, technical sales and business development teams with the correct Acme Packet sales or channel representative. These field relationships are important to cultivate to jointly develop and funnel sales opportunities.

Accessing sales tools via the Pinnacle Partner Portal

Acme Packet has a Pinnacle Partner Portal to help you help prepare for your selling engagements. This web portal offers partners a wealth of sales tools and marketing collateral you can use to simplify the selling process and accelerate time to revenue across the entire portfolio of Acme Packet service provider and enterprise solutions.

Simply click on this link to register for secure access. The portal is available to any members of your staff that could benefit from access to information so please share this link with your organization. Your request will be processed and a temporary password will be sent to a valid email address. The Pinnacle Partner Portal is your centralized, one-stop resource for:

• Online sales training

• Sales presentations

• Competitive information

• Marketing graphics

• Brochures

• Solution notes

• Whitepapers

• Competitive information

• Presentations

• Videos

• Pinnacle Partner program information

Once you register, you will be regularly notified by email when new tools are made available.

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Qualifying, quoting and ordering Acme Packet products

Quoting guidelines

Acme Packet direct touch or channel sales teams work with our channel partners to define customer requirements and define solutions to generate a qualified quote. Acme Packet provides partners access to quoted product configurations from the Acme Packet direct touch sales team and also provides channel training and tools to enable partners to do their own quoting.

Global Alliance Partners and channel partners for service provider infrastructure typically provide their own quotes or work with Acme Packet’s direct touch sales and sales engineering teams to validate accurate configurations. Our channel partners for the enterprise and contact center markets primarily buy through authorized Acme Packet distributors, of which there are currently two:

• Westcon Group

• Catalyst Telecom/ScanSource

Only distributors provide quotes with discounted pricing to resellers, but if a quote is needed simply to verify configuration or for budgetary reasons, a list price quote can be generated by the Acme Packet direct touch or inside sales teams.

Configuration and sizing guidelines are available for each product family, and there is configuration training in the sales engineering training program, which you can access by logging into the Pinnacle Partner Portal. Any time there are questions about configurations, we highly recommend running the configurations past your Acme Packet representative for verification—especially for complex network environments.

Placing purchase orders

For two-tier resellers, please send orders to your distributor. For single-tier resellers please send orders to orders@acmepacket.com. To make order processing as efficient as possible, we require the following information provided on your purchase orders:

Purchase order requirements

On customer letterhead with valid purchase order number

Valid bill-to and ship-to addresses

Physical deliveries require a ship-to contact (name/telephone number)

Electronic deliveries require equipment serial number(s) and delivery email addresses

Terms (payment, incoterms, etc.) in accordance with contract

Detailed line items (including all $0 items) OR reference the quote number

Purchase order must list end customer name and reseller name

Optional: Preferred freight carrier and account number

Note: Changes/cancellations to POs must be made in writing by the PO originator and must reference the original PO number

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Purchase order acceptance and lead times

All purchase orders are acknowledged within 48 hours via an email sent to the person who submitted the purchase order. This acknowledgement will also contain the scheduled shipping date. The lead time for delivery is typically four weeks from order acceptance for platform-based products, and the lead time for software-only products or software upgrades is typically within a week of when the order is accepted. The following is the receipt of PO and shipment process:

Trials and evaluations

Trials or evaluations are available upon request; talk to your Acme Packet channel manager for approval. If your request is approved, you’ll be given a quote and an evaluation agreement for signature. The partner will be responsible for the evaluation product management with the end customer. The lead-time for evaluations is the same as for regular orders, which is typically four weeks for appliance-based products and one week for software-based products.

Shipment information and order tracking

Please contact your Acme Packet channel manager or inside sales rep for any expedite requests or for actual scheduled ship dates.

General queries

If you have any questions about quoting and ordering Acme Packet products, contact your Acme Packet channel manager or send an email to insidesales@acmepacket.com.

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Product and price list updates

Acme Packet distributes updated product and price lists to channel partners on a regular basis. They are generally distributed about twice per year, but more frequently when necessary—such as when we launch new products or new additions, or changes have been made. Acme Packet provides list price only pricebooks for your reference. Discounted pricing should come from either your contract or our Authorized Distributors. Price books are provided to you by your Acme Packet channel manager.

Training partner technical and support t

Your technical and support teams can rapidly learn the technology advantages of Acme Packet products to support your sales cycle and post

Computer-based training Post-sales support training is required for Certified following computer-based training (CBT

• Solution and Product Overview

• Triage Procedures using the Net

• Net-Net Product Field Service Training

Technical and support personnel can register our website.

Training classes Acme Packet offers a rich array of training courses ton labs. The courses are flexible and modular in nature and can be delivered at our facilities, at your location or via web-based training. Partner discounts are available for training classes, and you course descriptions and schedules in the

Acme Packet Technical CertificationThe Acme Packet Technical Certification Program allows us to validate the acandidates have acquired from their network expertise, training and onexperience—and it allows our partners to differentiate themselves via their technical expertise. Certification sets you apart from your competition, and helps you your customers who’ll know they can count on your SBC expertise. The following certifications are currently available.

• Acme Packet Certified Professional Support

• Acme Packet Certified Professional

Certification is valid for three years, and youpromotional materials. For more information, including free study guides, read further about Acme Packet Technical Certification on our website.

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nical and support teams

Your technical and support teams can rapidly learn the technology advantages of Acme Packet products to support your sales cycle and post-sales service.

sales support training is required for Certified Resellers and Global Alliance Partners, and the CBT) courses are available online now:

Net-Support Portal

Net Product Field Service Training (for various products)

Technical and support personnel can register for these online training courses via the

Acme Packet offers a rich array of training courses that are a blend of presentation, discussion and handson labs. The courses are flexible and modular in nature and can be delivered at our facilities, at your

based training. Partner discounts are available for training classes, and you se descriptions and schedules in the training section of our website.

Acme Packet Technical Certification The Acme Packet Technical Certification Program allows us to validate the abilities that candidates have acquired from their network expertise, training and on-the job

and it allows our partners to differentiate themselves via their technical Certification sets you apart from your competition, and helps you gain trust with

your customers who’ll know they can count on your SBC expertise. The following certifications are currently available.

Acme Packet Certified Professional Support Engineer

Acme Packet Certified Professional Network Engineer

valid for three years, and you’ll have the right to use the Acme Packet Certified logo on your For more information, including free study guides, read further about Acme Packet

site.

Your technical and support teams can rapidly learn the technology advantages of Acme Packet products

Resellers and Global Alliance Partners, and the

for these online training courses via the training section of

hat are a blend of presentation, discussion and hands-on labs. The courses are flexible and modular in nature and can be delivered at our facilities, at your

based training. Partner discounts are available for training classes, and you can view

bilities that

and it allows our partners to differentiate themselves via their technical gain trust with

your customers who’ll know they can count on your SBC expertise. The following

have the right to use the Acme Packet Certified logo on your For more information, including free study guides, read further about Acme Packet

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Supporting Acme Packet products

Certified Reseller and Global Alliance Partner support expectations Acme Packet’s partner support program enables our resellers to access expert-level technical support, available when you need it, to resolve problems, answer questions and help insure that you are able to provide your end customer with the maximum value from our products. Acme Packet’s worldwide Technical Support Centers are staffed with technical experts who have the experience, tools and support systems to resolve any issue when a partner needs to escalate it to a Tier 3 or 4 issue. They are strategically located throughout the world and have the systems and processes to insure our valued reseller partner issues are always being managed properly, no matter where the equipment is deployed.

Acme Packet will provide Tier 3 technical support to Certified and Global Alliance Partners in support of your end customers. The service provided will be for customers who are under a maintenance service agreement with Acme Packet. As the partner providing Tier 1 and 2 support, you are required to maintain services agreements with Acme Packet for your installed base. If the end customer does not purchase a service agreement through you, they will not be entitled to support from us.

Certified Reseller and Global Alliance Partner Tier 1 and 2 TAC engineer responsibilities Global Alliance Partners and Certified Resellers are responsible for providing Tier 1 and 2 support to end customers. The Tier 1 and 2 responsibilities that you will provide to your end customers are that you will:

• Operate a support service on a 24x7 basis and be available for on-call or on-site assistance 24x7

• Assist the end customer with system administrative tasks, including adds, changes and updates to the Licensed Software configuration that are recommended by you or Acme Packet

• Perform system diagnostics and take corrective action as necessary

• Be fully capable of using network monitoring test equipment

• Provide traces when requested

• Maintain maintenance logs

• Troubleshoot system defects (equipment and Licensed Software)

• Escalate qualified defects to Tier 3 Acme Packet support

• Assist the end customer with the removal and replacement of field replacement unit’s equipment subassemblies when required, and as specified in Acme Packet user documentation

• Follow the RMA process and ship defective covered products to end customer or reseller and ship the defective unit to Acme Packet’s authorized repair center

• Perform installation, configuration and testing as required

• Utilize advanced analysis tools and procedures to capture files and traces

• Analyze log files to determine and isolate defects

• Perform file uploads for analysis to the Acme Packet Net-Support portal

• Apply maintenance or patch releases

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Registered Reseller support expectations

As a registered reseller, you can sell through Acme Packet’s comprehensive suite of support and professional services, with full confidence that your end customer will receive exceptional service. Acme Packet’s Net-Support maintenance services are designed to meet the diverse operational needs of your end customers with innovative offerings priced to help your customers stay within budget. Maintaining a services contract with Acme Packet enables your customers to continually benefit from our release of advanced software enhancements for licensed software, and it provides immediate access to expert technical assistance.

Warranty Service

Acme Packet’s Basic Warranty Service is included with each Acme Packet-covered product purchase and includes 12 months of equipment and 90 days of Licensed Software coverage. This plan is designed to deliver a basic level of software and equipment support and informational services, including:

• Basic web-based informational services

• Licensed software defect fixes for current release

• 30-day return and repair RMA service

Net-Support services

With the Standard Support Plan, users extend the term of the Licensed Software coverage to 1 year. The Standard Support Plan is only available for the first year of service. The Enhanced Support Plan, also referred to as the Net-Blue Support Plan for enterprise and government customers, further increases the level of service with the following additional services:

• 24x7x365 technical support

• Licensed software defect fixes on the current release and one release back during the release life cycle of 30 months per major release.

• Licensed software subscription service for releases

• 5-day advanced RMA hardware replacement

The Premium Support Plan, also referred to as the Net-Gold Support Plan for enterprise and government customers, adds 24 hour advanced RMA hardware replacement. The software-only support plan, also referred to as Net-White Support Plan for enterprise and government customers, applies to the Net-Net OS-E software-only product and includes the following services:

• 24x7x365 technical support

• Licensed software defect fixes on the current release and one release back during the release life cycle of 30 months per major release

• Licensed software subscription service for releases

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Maintenance programs

Service feature Standard service

Software-only Net-White

Enhanced Net-Blue

Premium Net-Gold

Information services

Web services Yes Yes Yes Yes

Online help desk Yes Yes Yes Yes

Technical support

Business hours coverage (M-F) 9-5 pm EST excluding holidays

Yes Yes Yes Yes

Extended hours (24x7)

N/A Yes Yes Yes

Critical onsite support

See price list See price list See price list See price list

Critical response—15 minutes Major response—30 minutes Minor response—4 hours

Yes Business hours

Yes Yes Yes

Software services

Software fixes Maintenance and patch releases

Current major release

Current major release and 1 back (30 months)

Current major release and 1 back (30 months)

Current major release and 1 back (30 months)

Software subscription service

N/A Yes Yes Yes

Equipment support

30-day repair (return to factory)

Yes N/A N/A Yes

5-day advanced shipment

N/A N/A Yes N/A

24-hour advanced shipment

N/A N/A N/A Yes

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Net-Support maintenance features from Acme Packet available for all partners

Net-Support maintenance features and benefits

Features Benefits

Acme Packet Tier 3 support engineers available 24x7, 365 days a year under Premium/Gold and Enhanced/Blue under a standard service plan, 8-5 Monday-Friday- Tier 2 engineers available for Registered Resellers end customers

Expert assistance available when needed

Worldwide access to a knowledge base of solutions and best practices operational documents

Access to our extensive library of solutions, best practices operational procedures and configurations, technical documents and release notes

Support portal to initiate a support incident and track progress with automatic updates

Web access to the technical support operation any time you need to interact with the Acme Packet support organization for case initiation, updates and to upload information about a case

Software maintenance release Bundled and tested periodic software corrections provided to you in support of your contracted Acme Packet customers

New software feature releases for licensed software Enhancements to current licensed functionally enabling your customers to enhance the value of the original purchase

Service alerts Automatic notification of issues and workarounds sent to you

Hardware replacement options: advance replacement, 5-day replacement or 30-day return for repair

Hardware returns options that will meet your end customer’s requirements, whether they need overnight advanced replacement or if they are stocking spares and need a 30-day return for repair option

Support requests professionally managed, classified by severity with a defined service level for each severity and actively monitored for compliance

Confidence that your support request is actively managed and receiving the appropriate level of attention based on the severity assigned

Installation and configuration engineers

You will provide full implementation services, which includes: installing, configuring, commissioning and testing an Acme Packet SBC or related product. Acme Packet can provide, for a fee, the Net-Connect Implementation Service while you are developing the needed expertise. This includes remote pre-installation planning, and on-site installation, turn-up, commissioning and acceptance testing.

Accessing the Net-Support Portal

Acme Packet’s Net-Support Portal is your gateway to valuable support information. As products are shipped with service, Acme Packet will create a support portal account if a new account is needed. Acme Packet will entitle the serial number shipped with service for the plan purchased under your account. Acme Packet will send an acknowledgment each time a new serial number is added to your account.

The notification of a new addition to the account will be sent to the account’s technical contact at the entitled customer. For Certified Reseller, the acknowledgment will go to the technical account contact at the Certified Reseller, for Registered Resellers, the notification will go to the end customer. Additional

Page 15

members of your support team can register for access to the portal by going to the Net-Support Portal web page and requesting a registration.

Once registered, the portal will enable your support personnel to:

• Open a support case

• Track progress of the support case with automatic updates

• View the entitled inventory

• Access maintenance software releases and new functionality software

• Access technical documentation

• Search extensive knowledge bases of solutions

Certified Resellers onboarding partner support teams

Acme Packet will assign a headquarters-based resource to your account who will manage the delivery of all services and resources you need to get your support team onboard. An Acme Packet partner support program manager will ensure that your organization is getting the support you need to successfully sell and support our products. Acme Packet will also assist you with obtaining the necessary Acme Packet lab equipment for you to deliver Tier 1 and Tier 2 support.

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Marketing and promoting the partnership

Acme Packet will work closely with you to build demand and promote our partnership. We conduct joint marketing programs and offer discretionary market development funds to support promising partner marketing campaigns, and we list our partners publicly on our website.

We also participate in joint events, webinars, press releases and promotions, and conduct end customer outreach to highlight interesting applications to the marketplace to drive sales. For example, we conduct end customer outreach to follow up on leads from industry events and encourage customer participation in webinars and press activities.

Acme Packet also works with our partners on joint solutions briefs that articulate the value of our combined solutions, and we will provide you with logos, copy and artwork to support your website.

To discuss how your company and Acme Packet can best promote our partnership, contact your Acme Packet channel manager to develop a marketing plan for the year.

Channel Partner Onboarding Guide Page

17

New partner onboarding milestones

Once you’ve signed the Pinnacle Partner Agreement its important to get started quickly, so we’ve provided the following checklist to help you get your organization ready to swiftly realize the benefits of partnering with Acme Packet. Use the following Acme Packet New Reseller Onboarding Checklist as a handy tool to get your sales and support teams trained, your marketing plans in place, your purchasing process and systems defined and your business ready to grow!

New Reseller Onboarding Checklist

Step Action

Initial Signup for all Partners

1 Complete Pinnacle Application

2 Review Partner levels and decide on Registered versus Certified versus Global Alliance

3 Review and sign Partner Agreement

Sales Engagement

4 Share sales team contact info

5 Register contacts for Pinnacle Portal logins

6 Plan sales pipeline development sessions

Sales Training

7 Arrange web-based or onsite training for Partner sales teams

8 Partner to assign Acme Packet subject matter experts on sales and sales engineering teams

9 Partner to register and attend Acme Packet sales engineer computer-based training (CBT) courses

10 Partner to have a minimum of two people pass APCP-SE Certification Exam

Marketing

11 Partner logo is added to Acme Packet Our Pinnacle Partners page

12 Add Acme Packet logo and information to your website

13 Provide marketing information for your intranet from the Pinnacle Portal

14 Provide Partner Starter Kit—How to work with Acme Packet—quoting, ordering products, evals, lab systems, etc.

15 Plan marketing kickoff webinar to your end customer base

16 Meet with your channel manager to plan other marketing events throughout the year

Channel Partner Onboarding Guide Page

18

Maintenance and Support—Registered Resellers

17 Provide Guide: Support programs for Acme Packet maintenance and support for end customers

Global Alliance and Certified Partner Onboarding

Lab Systems

18 Purchase Certified Partner Onboarding Kit, which includes lab system, training and support

Training

19 Partner to attend post-sales training – minimum of two individuals

20 Partner to have two people pass Certification Exam – either Acme Packet Certified Professional Support Engineer OR Acme Packet Certified Professional Network Engineer

21 Partner recommended to shadow Acme Packet on a minimum of two installations (optional and chargeable)

Certified Partner Status Official

22 Acme Packet will provide partner with Certified Reseller logo, web listing and plaque