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Strictly Confidential — Partner Plus Proprietary Document

This document contains confidential and proprietary information belonging exclusively to Partner Plus. It is intended solely for the use of authorised Partner Plus personnel and approved recipients. Unauthorised copying, distribution, sharing or disclosure of this document — or any part of its contents — to any third party, competitor or external organisation is strictly prohibited. By accessing this document you agree to maintain its confidentiality. If you have received this document in error, please contact Partner Plus immediately and destroy all copies in your possession.

Partner Plus
Operating System

PPOS — Internal Master Document

About This Document

The Partner Plus Operating System (PPOS) is the master reference document for how Partner Plus operates as a business. Part 1 covers the company overview, services, team and standards. Part 2 maps the end-to-end Client Journey — the commercial process every client moves through from first contact to long-term growth. Supporting templates, agreements and working documents are referenced throughout.

Document Index

Click any item to navigate directly
Part 1 — About Partner Plus
Section 01About Partner Plus→ Section 02Our Services & ProductsPlaceholder→ Section 03Team Structure & RolesPlaceholder→ Section 04Partner & Client Onboarding StandardsPlaceholder→ Section 05Technology StackPlaceholder→ Section 06Commercial FrameworkPlaceholder→ Section 07Compliance & RiskPlaceholder→ Section 08Brand & Communication StandardsPlaceholder→ Section 09Supplier & Third Party ManagementPlaceholder→ Section 10Reporting & Performance StandardsPlaceholder→
Part 2 — Client Journey Flow
Stage 01Lead StageCompany to Company Introductions→ Stage 02Strategic Fit StageStrategic Partner Ecosystem Workshop→ Stage 03Scoping PhaseDefine the Commercial Model→ Stage 04Contract 1.0Formalise the Commercial Engine→ Stage 05Implementation Build PhaseOperationalise Before Go-Live→ Stage 06Launch & Ongoing ManagementDrive Engagement & Margin→ Stage 07Quarterly Review & GrowthCompound Lifetime Value→
Part 3 — Supporting Documents
Category ABusiness Operations8 documents — 2 linked→ Category BCommercial Framework4 documents — 2 linked→ Category CCompliance, Legal & Risk12 documents — 3 linked→ Category DClient Journey — Operational Documents12 documents→ Category EBrand, Marketing & Communication4 documents — 2 linked→ Category FSupplier & Third Party Management3 documents→
Part 1 — About Partner Plus
Section 01 About Partner Plus

Partner Plus is dedicated to being the best in the world at building, incentivising, enabling and managing channel partner relationships. We help businesses drive significant, measurable growth by delivering customised Partner Relationship Management (PRM) solutions built around the unique needs of each client.

We focus on building strong, high-performing partnerships that create real commercial outcomes. With deep expertise in performance tracking, partner incentives and real-time program support, Partner Plus helps organisations maximise the value of their partner ecosystems for scalable and sustainable growth.

We are committed to identifying and applying the world's best PRM solutions, practices and technologies — and sharing those insights directly with our clients to keep them ahead of the curve. With a team of trained, focused and dedicated professionals, we use the latest practices and technologies to strengthen and expand partner relationships.

The Partner Plus Difference

Many companies offer incentive programs — but they don't understand that incentives alone fall flat without being tied to the broader ecosystem. Training and enablement, Market Development Funds (MDF), through-channel marketing and technology must all work together. Equally, many PRM software providers deliver powerful platforms but fail to connect them with incentive design, leaving performance on the table.

Partner Plus delivers the whole package. We are the only provider that integrates incentive design, partner enablement, PRM technology, through-channel marketing and program management into a single, seamlessly managed solution — so nothing is left disconnected and every dollar invested in your partner program works harder.

Section 02 Our Services & Products
To be completed — full breakdown of Partner Plus services including PRM platform solutions, incentive program design, enablement and training, through-channel marketing, program management and reporting.
PRM Platform Solutions Incentive Program Design Partner Enablement & Training Through-Channel Marketing Program Management Reporting & Analytics Concierge Services
Section 03 Team Structure & Roles
To be completed — organisational chart, role descriptions, reporting lines, escalation paths and accountability framework.
Organisational Chart Role Descriptions Escalation Paths Accountability Framework
Section 04 Partner & Client Onboarding Standards
To be completed — the P+ standard of service, onboarding checklist, communication standards and response time SLAs.
Service Standards Onboarding Checklist Communication Standards Response Time SLAs
Section 05 Technology Stack
To be completed — platforms, tools and technologies used by Partner Plus to run the business and deliver client programs.
PRM Platforms CRM Integration Reporting Tools Internal Operations Communication Systems
Section 06 Commercial Framework
To be completed — how Partner Plus structures pricing, designs margin, manages commercial risk and ensures sustainable client engagements.
Pricing Model Margin Structure Commercial Risk Management Credit & Funding Policy
Section 07 Compliance & Risk
To be completed — AML/CTF, privacy, data security and legal compliance standards at the business level and within client programs.
AML & CTF Policy Privacy Act Obligations Data Security Standards Legal Compliance Framework
Section 08 Brand & Communication Standards
To be completed — brand guidelines, tone of voice, communication standards and approved templates for all P+ touchpoints.
Brand Guidelines Tone of Voice Approved Templates External Communication Standards
Section 09 Supplier & Third Party Management
To be completed — criteria for engaging external providers, contracting standards, performance expectations and the approved supplier register.
Supplier Selection Criteria Contracting Standards Performance Expectations Approved Supplier Register
Section 10 Reporting & Performance Standards
To be completed — internal KPIs, reporting cadence, dashboard standards and business performance metrics.
Internal KPIs Reporting Cadence Dashboard Standards Business Performance Metrics
Part 2 — Client Journey Flow
Stage 01 Lead Stage Company to Company Introductions
Lead Capture Initial Discussion NDA ↗ Overview Presentation WWALL Session ¹
✕
No FitRefer to TGA / Alliance Plus
↓
Strategic FitProceed to Strategic Partner Ecosystem Workshop
Desired Outcome The prospective client leaves with a clear and compelling understanding of the Partner Plus service offering and is enthusiastic about progressing to the next stage of the journey.
Legal & Documentation Requirements
  • Non-Disclosure Agreement (NDA) — Mutual confidentiality agreement covering all discussions from initial engagement. Ensures neither party can share or use commercially sensitive information outside of the relationship.
Strategic Fit Confirmed
Stage 02 Strategic Fit Stage Strategic Partner Ecosystem Workshop ²
Current State Discovery PRM Best Practice Partner Journey Mapping Prioritisation & Roadmap Best Platform Fit
✕
No FitRefer to TGA / Alliance Plus
↓
Strategic Fit ConfirmedProceed to Scoping Phase — A commercial proposal will be provided based on the framework and scope agreed
Desired Outcome Partner Plus has a thorough understanding of the client's current ecosystem and operational setup, and the prospective client is actively engaged and invested in co-designing their new program.
Legal & Documentation Requirements
  • Letter of Engagement (also known as Terms of Engagement) — Formalises the workshop as a paid or committed interaction. Protects Partner Plus if the prospect walks away having benefited from the session's IP without proceeding to a commercial agreement.
Proceed to Scope
Stage 03 Scoping Phase Define the Commercial Model
Scoping Path — Select One

MVP Required

Proceed to MVP Presentation. Validate viability before full commitment is locked.

Full Scope Required

Proceed directly to Full Scope build, pricing design and agreement.

✕
Not SignedRefer to TGA / Alliance Plus
↓
Signed — MVP or Full ScopeProceed to Contract 1.0
Desired Outcome A strategic brief that is custom-designed to the specific needs, objectives and commercial ambitions of the client — not a template, but a tailored blueprint for their program.
Scope will include:
  • Clearly defined program objectives, KPIs and success metrics
  • Partner segmentation strategy and tier structure
  • Incentive and rewards framework tailored to partner behaviour
  • Technology and PRM platform requirements and configuration scope
  • Onboarding, training and enablement pathways
  • Reporting, dashboard and data visibility requirements
  • Go-to-market timeline and phased rollout plan
  • Clearly identified components to be outsourced to Partner Plus — including program management, marketing execution, incentive administration, platform management and reporting
  • Identification and engagement of specialist third party providers where required — for example, video production professionals for custom LMS content
  • Roles and responsibilities across the client and Partner Plus teams
Legal & Documentation Requirements
  • Scoping Agreement / Statement of Work (Pre-Contract) — Documents what was agreed during the scoping phase and protects the strategic brief as Partner Plus IP if the deal does not proceed.
  • MVP Agreement (if MVP path is taken) — Lightweight commercial terms covering MVP scope, deliverables, timeline and cost prior to full commitment.
Agreement in Principle
Stage 04 Contract 1.0 Formalise the Commercial Engine
Package Design Incentive Mechanics Margin Commitments Funding Policies Credit Terms ↗ Standard T&Cs ↗ SLA Security Agreement AML & CTF Policy ↗ Privacy Policy Contract Execution
Desired Outcome A commercially sound, fully executed contract that protects Partner Plus's legal position, clearly defines obligations on both sides, and provides a solid foundation for a high-performing partnership.
Legal & Documentation Requirements
  • Master Services Agreement (MSA) — The primary commercial contract governing the entire relationship.
  • Commercial Schedule — Covering package design, pricing, margin commitments and funding policies.
  • SLA Schedule — Service levels, response times, performance benchmarks and remedies for non-performance.
  • Data Processing Agreement / Privacy Schedule (DPA) — Privacy Act obligations, data handling and processing responsibilities.
  • AML & CTF Policy Acknowledgement — Compliance with Anti-Money Laundering and Counter-Terrorism Financing obligations.
  • Security Agreement — Information security standards, access controls and breach notification obligations.
Signed — Build Begins
Stage 05 Implementation Build Phase Operationalise Before Go-Live
Tech Build
Platform configuration, CRM integration, portal setup, user access, payment and reward engine, and end-to-end system testing prior to launch.
Training
Internal team onboarding, partner-facing training programs, LMS content development and certification pathway setup where required.
Dashboard & Reporting Setup
KPI dashboard build, live data feed configuration, reporting cadence established, and stakeholder visibility across sales, marketing and partner teams.
Program Management
Detailed project plan, milestone tracking, stakeholder communications, risk management and a structured go-live readiness checklist.
All streams converge at launch
⚡  Launch — Go Live
Desired Outcome A high-quality, benchmark program and system that is fully operational, rigorously tested, and ready to deliver measurable commercial results from day one.
Legal & Documentation Requirements
  • Project Initiation / Statement of Work 1.0 (SOW 1.0) — Defines implementation scope, milestones, responsibilities, acceptance criteria and go-live conditions.
  • Third Party Provider Agreements — Contracts with any specialist vendors engaged (e.g. video producers, LMS developers), with obligations flowing down from the MSA.
Revenue Activation
Stage 06 Launch & Ongoing Management Drive Engagement & Margin
Launch Program Management Additional Marketing Support
Program Management Pillars
🤝Engage
🎯Incentivise
📈Drive
💰Margin Manage
Desired Outcome A highly proactive and deeply involved management approach that drives consistent partner engagement, maximises program performance, and keeps margin and commercial targets firmly on track.
Legal & Documentation Requirements
  • Program Management Schedule or Addendum — Ongoing obligations, reporting cadence, escalation procedures and marketing support scope.
  • Partner-Facing Terms — Where Partner Plus manages partner relationships directly, these terms govern partner participation including eligibility, rewards, data use and program rules.
Quarterly Cycle
Stage 07 Quarterly Review & Growth Compound Lifetime Value
Quarterly Performance Review Expansion Assessment LTV & Margin Analysis Margin Improvement Additional PRM Services Concierge Services ↗ Use It or Lose It Campaigns
↺
Do Not ExpandRefine & Optimise Current Program
↑
ExpandContract 1.1 — Scale & Compound
Desired Outcome A well-considered, mutually beneficial growth plan that compounds value over time — balancing Partner Plus's commercial objectives with the client's long-term program ambitions.
Legal & Documentation Requirements
  • Contract 1.1 / Variation Agreement — Documents any expansion of scope, new services or revised pricing agreed at the quarterly review.
  • Renewal Agreement — Where the program moves into a new term, captures updated commercial terms, scope changes and performance commitments.
Part 3 — Supporting Documents
About Part 3

This is the master index of all supporting documents required to operationalise the PPOS. Every document listed corresponds to a section in Part 1 or a stage in Part 2. As each document is created, a hyperlink will be added so it can be accessed directly from the relevant section.

Category A Business Operations From Part 1 — About Partner Plus
📋
Organisational Chart ↗
Visual map of the Partner Plus team structure, reporting lines and key roles.
Reference
👤
Role Descriptions
Defined responsibilities, accountabilities and performance expectations for each role within Partner Plus.
Framework
⬆️
Escalation Path Document
Clear escalation procedures for client issues, commercial disputes and internal conflicts — who to contact and when.
Guide
✅
Client & Partner Onboarding Checklist
Step-by-step checklist covering everything required to onboard a new client or partner to the Partner Plus system.
Template
📞
Communication Standards Guide
Internal standards for how Partner Plus communicates with clients, partners and third parties — including response times, tone and channel preferences.
Guide
⏱️
Response Time SLA — Internal Standards
Defined internal SLA benchmarks for response times across client communications, support requests and escalations.
Policy
💻
Technology Stack Reference Guide
Overview of all platforms, tools and systems used by Partner Plus — including login details, purpose, owner and integration notes.
Guide
📊
Internal KPI & Reporting Framework
The metrics Partner Plus uses to measure its own business performance — including reporting cadence, dashboard standards and review process.
Framework
Category B Commercial Framework From Part 1 — Section 06
💲
Pricing Model Document
How Partner Plus structures and presents pricing across different service tiers, program types and client sizes.
Framework
📈
Margin Structure Guide
Internal guide to how margin is designed, protected and managed across all client engagements.
Guide
🏦
Credit & Funding Policy
Partner Plus policy on credit terms, funding arrangements, payment schedules and conditions for financial exposure.
Policy
⚠️
Commercial Risk Management Framework
How Partner Plus identifies, assesses and mitigates commercial risk across client engagements and the broader business.
Framework
Category C Compliance, Legal & Risk From Part 1 — Section 07 & Part 2 — All Stages
🔒
Non-Disclosure Agreement (NDA) — Template ↗
Mutual NDA template for use at Stage 01 — Lead Stage. Covers all initial commercial discussions.
Template
📝
Letter of Engagement — Template
Terms of Engagement template for use at Stage 02 — Strategic Fit Workshop. Protects P+ IP during the discovery and workshop phase.
Template
📄
Scoping Agreement / Pre-Contract Statement of Work — Template
Documents the scoping phase outcomes and protects the strategic brief as Partner Plus IP if the deal does not proceed.
Template
📄
MVP Agreement — Template
Lightweight commercial terms for the MVP path at Stage 03. Covers scope, deliverables, timeline and cost.
Template
⚖️
Master Services Agreement (MSA) — Template
Primary commercial contract governing the full client relationship. Used at Contract 1.0 — Stage 04.
Template
📎
Commercial Schedule — Template
MSA schedule covering package design, pricing, margin commitments and funding policies.
Template
📎
SLA Schedule — Template
MSA schedule defining service levels, response times, benchmarks and remedies.
Template
🛡️
Data Processing Agreement / Privacy Schedule (DPA) — Template
Covers Privacy Act obligations, data handling, storage and processing responsibilities for both parties.
Template
🏛️
AML & CTF Policy — Partner Plus Business Policy
Anti-Money Laundering and Counter-Terrorism Financing policy for the Partner Plus business and client acknowledgement document.
Policy
🔐
Security Agreement — Template
Information security standards, access controls and breach notification obligations between P+ and the client.
Template
📋
Privacy Policy — Partner Plus Business Policy
Partner Plus Privacy Policy covering how personal and commercial data is collected, stored, used and protected.
Policy
📄
Legal Compliance Framework
Overarching document outlining Partner Plus's legal obligations, review schedule and compliance standards across all areas of the business.
Framework
Category D Client Journey — Operational Documents From Part 2 — Stages 01–07
💡
WWALL Facilitation Guide
Step-by-step guide for running a WWALL (What Would Amazing Look Like) session — including question sets, facilitation tips and how to capture and use the outputs.
Guide
🔍
Strategic Partner Ecosystem Workshop — Working Document
Full working document for running the Stage 02 workshop — see separate document by MR. Covers all four phases: Current State Discovery, PRM Best Practice, Partner Journey Mapping and Prioritisation & Roadmap.
Guide
🗺️
Scoping Brief Template
Structured template for capturing and presenting the full program scope at Stage 03 — covering objectives, segmentation, incentives, technology, timeline and responsibilities.
Template
💼
Commercial Proposal Template
Branded Partner Plus commercial proposal template for presenting scope, pricing and commercial terms to prospective clients.
Template
🚀
Project Initiation / SOW 1.0 — Template
Statement of Work for the Implementation Build Phase — covers scope, milestones, responsibilities, acceptance criteria and go-live conditions.
Template
✅
Go-Live Readiness Checklist
Comprehensive checklist confirming all tech, training, reporting and program management elements are complete and signed off before launch.
Template
📅
Program Management Schedule — Template
Ongoing management obligations, reporting cadence, meeting schedule, escalation procedures and marketing support scope for the life of the program.
Template
📊
Quarterly Performance Review Template
Structured agenda and reporting template for quarterly client reviews — covering performance vs KPIs, margin analysis, expansion opportunities and next steps.
Template
🔄
Contract Variation / 1.1 Agreement — Template
Template for documenting scope expansions, new services or pricing changes agreed at quarterly review or any other point during the engagement.
Template
♻️
Renewal Agreement — Template
Template for renewing the client relationship into a new contract term — capturing updated commercial terms, scope and performance commitments.
Template
🤝
Partner-Facing Terms & Conditions — Template
Terms governing partner participation in the program where Partner Plus manages partner relationships directly on behalf of the client.
Template
🏢
Third Party Provider Agreement — Template
Standard contract for engaging specialist vendors (e.g. video producers, LMS developers) with flow-down obligations from the MSA to protect the client.
Template
Category E Brand, Marketing & Communication From Part 1 — Section 08
🎨
Brand Guidelines ↗
Partner Plus visual identity standards — logo usage, colour palette, typography, imagery and brand application rules.
Guide
✍️
Tone of Voice Guide
How Partner Plus communicates in writing — including principles, examples and guidance for different contexts (proposals, emails, reports, social).
Guide
📁
Approved Document Templates Library
Master library of all approved Partner Plus branded templates — proposals, presentations, reports, emails and client-facing documents.
Register
📣
External Communication Standards
Standards and approval processes for all external Partner Plus communications — including press, social media, client announcements and partner communications.
Policy
Category F Supplier & Third Party Management From Part 1 — Section 09
📋
Approved Supplier Register
Live register of all approved third party providers and specialist vendors — including contact details, service category, contract status and review date.
Register
🔎
Supplier Selection Criteria
The standards and criteria Partner Plus uses to evaluate, select and approve third party suppliers and specialist vendors.
Framework
📏
Supplier Performance Standards
Defined performance expectations for all external providers — including delivery standards, communication requirements and review processes.
Policy
Document Type Key
Template Ready-to-use document with fillable fields
Policy Formal policy document or acknowledgement
Guide How-to reference or facilitation guide
Framework Structural document defining approach or standards
Register Live record or index requiring ongoing updates

Footnotes

¹ WWALL — What Would Amazing Look Like. A structured conversation held during the Lead Stage designed to surface the partner's highest-value vision for the relationship. Rather than anchoring early discussions around current capability or existing constraints, WWALL invites both parties to define the ideal commercial outcome — creating alignment on ambition before scoping begins. This sets the benchmark against which all subsequent proposals, MVPs, and contracts are evaluated.

² Strategic Partner Ecosystem Workshop. See separate working document by MR.