Partner FAQ — Smartflow Partner Programme
20 questions covering commercial model, support, deal management, training, and escalation.
Commercial Model
1. How does the revenue share work?
Revenue share is defined in your signed partner agreement and confirmed at deal registration. As a general principle, partners receive a percentage of the first-year contract value and the first renewal for deals they register and close. Specific percentages are in your agreement. Do not discuss revenue share with prospects.
2. Who invoices the client?
Marketnode invoices the client directly. Partner revenue share is disbursed to the partner per the payment schedule in the partner agreement. Partners do not issue invoices for Smartflow licence fees.
3. Can I negotiate pricing with the prospect?
No. All pricing is set by the Smartflow commercial team. If a prospect raises pricing objections, introduce the Smartflow commercial lead. Do not quote or negotiate pricing independently.
4. Is there a minimum deal size for registration?
There is a minimum threshold to ensure partner programme resources are allocated to qualified opportunities. Contact partnerships@marketnode.com for the current minimum. Some exceptions apply for strategic relationships.
5. What happens to my revenue share if the deal expands after close?
Expansion deals (new use cases, additional users, or new entities at the same institution) are addressed at the time of registration update. Contact partnerships@marketnode.com when an expansion conversation begins to protect your position.
Deal Management
6. When should I register a deal?
Register as early as possible — ideally before or immediately after your first meeting with the prospect. Earlier registration = stronger protection. Do not wait until you have a proposal in progress.
7. What if Smartflow already knows the prospect?
Submit the registration. Smartflow will flag a conflict if an existing relationship exists and a sales lead will contact you within 24 hours to discuss. Do not assume a conflict — submit and let Smartflow assess.
8. How long does deal protection last?
12 months from the confirmation date. If the deal extends beyond 12 months, contact partnerships@marketnode.com to request a renewal with updated timeline justification.
9. Can I work with Smartflow on a deal I did not register?
Registered deals are prioritised for joint support (demos, proposals, scoping calls). Unregistered prospects may still receive Smartflow support at Smartflow's discretion, but revenue share does not apply without registration.
10. What if the deal closes without Smartflow's involvement after I register?
Revenue share applies as per your partner agreement regardless of whether Smartflow was actively involved in the close, as long as the deal was registered and confirmed before close.
Support and Escalation
11. Who handles technical questions during a sales cycle?
Direct all product and technical questions to product@marketnode.com. Do not attempt to answer technical questions from memory — always confirm with the Smartflow product team.
12. Who handles post-deployment support for my clients?
Post-deployment support is managed by the Smartflow support team. Partners escalate client support issues to support@marketnode.com. The response SLA for escalations is 24 business hours.
13. What if a client has a critical incident after deployment?
Contact support@marketnode.com immediately and mark the email subject as URGENT — [Bank Name] — Critical Incident. Smartflow's support team will engage within 4 business hours for critical incidents.
14. Can I provide first-line support directly to the client?
Partners may provide first-line triage (gathering information about the issue) but should not attempt to resolve technical issues independently. Escalate to Smartflow support with a clear description of the symptom, what the client was doing, and what outcome they expected.
Training and Certification
15. Is certification mandatory before selling Smartflow?
Yes. Certification is required before engaging in a full sales cycle (demo, proposal, or pilot). You may attend an introductory meeting before certification, but you must complete certification before any product demonstration or scoping call.
16. How long does certification take?
The certification programme is five modules totalling approximately 8 hours. See certification/training-curriculum.md for the full curriculum and access instructions.
17. How do I access the training modules?
Training modules are delivered via the Smartflow partner portal. Contact partnerships@marketnode.com for your portal access credentials after signing your partner agreement.
18. How long is certification valid?
Certification is valid for 12 months. Partners must complete a recertification assessment annually to maintain active status. Recertification covers any product updates from the preceding year and takes approximately 2 hours.
Positioning and Exclusivity
19. Is Smartflow available exclusively to my firm in my territory?
Smartflow does not offer blanket territorial exclusivity. However, strategic partnership arrangements with modified terms are possible for partners meeting volume commitments. Speak to partnerships@marketnode.com if you want to explore this.
20. What if a prospect asks me a question I cannot answer?
Say: "That's a great question — I want to give you the right answer rather than guess. Let me confirm with the Smartflow team and come back to you within 48 hours." Then email partnerships@marketnode.com or product@marketnode.com depending on whether the question is commercial or technical. Never guess on capability claims, accuracy numbers, pricing, or roadmap timelines.
For questions not covered here, contact partnerships@marketnode.com.