As FastTrack Ready Program Partner we are required to deliver services at no extra charge to our customers. Thanks to the CPOR-FRP association we get an additional incentive to cover for the services delivered under the program.
Recently we received a notice that for one of our customers another partner claimed several workloads so we where disassociated from the customer's workloads because of this. The other partner had contacts with the business at customer and entered an SOW for services that where not delivered (we understand this is difficult to prove).
Our FastTrack contact at the customer declined the new association because the other partner did not deliver any of the claimed services. Unfortunately, we appear to be no longer receiving the workload usage attribution for this customer. Since the customer will pass the 15% workload usage milestone soon, we will miss out on important FastTrack Ready Program incentives for which the work was delivered.
We have logged an incident for this over 2 months ago in order to reinstate Xylos immediately as CPOR-FRP partner for all previously associated workloads. Until now, without success. When there is a CPOR discussion between a FPR partner and a non-FRP partner the FRP partner should have the benefit of the doubt since other than non FRPs we are expected to deliver services at no cost.
Recently we received a notice that for one of our customers another partner claimed several workloads so we where disassociated from the customer's workloads because of this. The other partner had contacts with the business at customer and entered an SOW for services that where not delivered (we understand this is difficult to prove).
Our FastTrack contact at the customer declined the new association because the other partner did not deliver any of the claimed services. Unfortunately, we appear to be no longer receiving the workload usage attribution for this customer. Since the customer will pass the 15% workload usage milestone soon, we will miss out on important FastTrack Ready Program incentives for which the work was delivered.
We have logged an incident for this over 2 months ago in order to reinstate Xylos immediately as CPOR-FRP partner for all previously associated workloads. Until now, without success. When there is a CPOR discussion between a FPR partner and a non-FRP partner the FRP partner should have the benefit of the doubt since other than non FRPs we are expected to deliver services at no cost.
Status details
2021-04-15 - Assignment Team - assigning to Partner Support Team to triage.2021-05-18 - EPX Team - Thank for your feedback. We have raised this issue with OSU. We will ensure this is on our list of items to revisit for FY22 and share the impact of these disassociations on partners.