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  • 1. Compiled and written by: John Scrugham john_scrugham@springermiller.com +1 802.253.0295 PAR Springer-Miller Systems’ Guide on How to be a SpaSoft® Distributor Version 1.0 January 20, 2014
  • 2. Table of Contents Executive Summary.......................................................................................................................................1 Getting to know PAR Springer-Miller Systems .............................................................................................3 Quick Start Guide........................................................................................................................................14 Using Salesforce to Manage your Business ................................................................................................16 Business Operations....................................................................................................................................21 Selling SpaSoft.........................................................................................................................................27 Finalizing the sale....................................................................................................................................40 Installing SpaSoft.....................................................................................................................................44 Supporting Your SpaSoft Customers.......................................................................................................55 Terms and Definitions.................................................................................................................................63 PSMS Talk................................................................................................................................................64 Distributor Agreement Definitions .........................................................................................................66 Legal Dictionary.......................................................................................................................................68
  • 3. P. 1 SpaSoft Distributor Guide, February 17, 2014 Executive Summary Welcome to the PAR Springer-Miller Systems Family! PAR Springer-Miller Systems (PSMS) is a global network of over 170 individuals serving the world’s finest hospitality properties. Every day, we are helping resorts, hotels, spas, and restaurants manage and improve nearly every aspect of their business. As a SpaSoft® distributor, you will be working with a well-known and versatile product. There are over 560 spas around the world using SpaSoft, and many are top-tier operations. In 2014, Forbes Travel Guide awarded 41 Spas around the world with its Five Star distinction, SpaSoft was in 30 of those spas. This guide will serve as a reference point for your entire SpaSoft operation, and will cover the areas outlined below:  Getting to know PAR Springer-Miller Systems: To get a sense of who we are (and how we can help you) you will find information on our values, company facts, products, and our team of employees (especially those who you will work with closely).  Quick start guide: This chapter will help jumpstart your operations. You will find a checklist outlining documents to sign and things you need to know right away.  Salesforce.com: At PSMS, we use salesforce.com to manage most of our business operations. We include instruction for how to use salesforce.com throughout the guide; this chapter is a primer on what salesforce.com is and how it works.  Business Operations: We hope to provide guidance that will help our distributors run a successful SpaSoft operation. You will find information on sales & marketing, finalizing the sale, installing the software, and supporting the customer. o Sales & Marketing: There are two sides of selling: selling new systems and selling additional software to your installed customers. For selling a new system, you will learn how to find leads, how to create leads, and how to pursue leads. If a lead is receptive and interested, you will create an opportunity in salesforce.com and monitor the progress of your selling, eventually quoting the customer using the price book. For current customers, we suggest having account managers to manage the customer relationship. They are consults for new software solutions and act as liaisons between the customer and support staff. o Finalizing the sale: You will learn how to compile purchase orders, contracts, and payments to send to PSMS to finalize your sale. o Implementing the software: From confirming the hardware/ software needs of the property to going live with the product.
  • 4. P. 2 SpaSoft Distributor Guide, February 17, 2014 o Supporting the customers: After the software is installed, you need to know how to support the customer.  Terms and definitions for your reference: We may use jargon and abbreviations unique to PSMS in this guide. This section will help get you understand any new terms. Notes on how to navigate the text:  We have included hyperlinks to documents: click on document links and you will be redirected to the salesforce.com Library page with that document available for viewing and/or download.  The guide is not meant to be read straight through (although we do suggest reviewing all sections so that you have a holistic view of SpaSoft distribution).
  • 5. P. 3 SpaSoft Distributor Guide, February 17, 2014 Getting to know PAR Springer-Miller Systems Before getting in to the details of SpaSoft, we want to help you understand the company that you are doing business with. To get a sense of who we are (and how we can help you) you will find information on our values, company facts, products, and our team of employees (especially those who will be working closely with you). Our Values Our core employee values are encompassed in the Three I’s – integrity, intelligence, and intensity. Primary outward focus is on the customer and their satisfaction. The Three I’s The Three I’s of PSMS guides our daily and long-term actions and provides the foundation for our success. They are, in order of importance: integrity, intelligence, and intensity: Integrity Intelligence Intensity Being honest and having strong moral principles To learn or understand things or to deal with new or difficult situations Extreme-focus and working hard Am I acting with integrity?  Moonlight test: If what you’re doing or what you know causes you to have trouble sleeping, then you’re not acting with integrity  Sunlight test: If everyone around me knew what I was doing, would I feel good about it? Am I using my intelligence?  Do you use your brain in a productive manner?  Do you ask questions?  Are you willing to attack difficult circumstances with the knowledge that you will learn a lot, even if you fail? Am I bringing intensity?  Do you speak up and actively work on a problem?  Do you set actionable goals and do all you can to achieve them? Customer Satisfaction While the Three I’s focus internally on who we are and how we act, we also give an equal weight to how we interact with the outside world. If we do not have satisfied customers, then for what
  • 6. P. 4 SpaSoft Distributor Guide, February 17, 2014 reason does PSMS exist? The resounding answer at PSMS would be, “there is no reason for PSMS to exist without satisfied customers.” We measure how we are doing with customers by sending out a survey to our customers across all points of contact – selling, installing, and support. These answers are aggregated into a Customer Satisfaction Index (CSI) report. We will send you quarterly reports so that you can monitor your progress and take actionable steps for continuous improvement. We will deliver the results in an Excel report of the statistics and a document with all of the customer comments at least once a quarter. If there are negative comments, we will directly reach out to you. Company Facts PSMS, together with its two subsidiaries, has over 250 employees. PAR Technology Corp. (NYSE: PTC) owns PSMS. PAR leads the market in Quick Service Restaurant Management Systems: their POS systems are in 50,000 restaurants in over 105 countries (largest POS supplier to McDonald’s). A brief history of PSMS follows: 1984 John Springer-Miller starts Springer-Miller Systems and the SMS |Host software product out of his farmhouse in Stowe, VT 1992 Las Vegas Support Office opens servicing clients 24/7 1999 First international office opens in Malaysia 2000 Opens United Kingdom Office 2003 Acquires SpaSoft ; opens Springer-Miller Canada office in Toronto 2004 PAR Tech acquires Springer-Miller Systems 2012 ATRIO Released A brief history of SpaSoft: 1995 Founded by Kostas Sourgoutsidis, Tony Gouviea and Joel Friedman as Chronologix. Was a DOS based product. 1999 Becomes a Windows based product 2000 Joint Venture with Clubessential 2003 Acquired by PSMS and becomes a wholly-owned subsidiary Key SpaSoft facts:
  • 7. P. 5 SpaSoft Distributor Guide, February 17, 2014  In over 50 countries  565 installations and growing  Key Customers: Marriott International, Four Seasons, Fairmont, Ritz Carlton, Mandarin Oriental, MGM Group, and many others. PSMS Software The following section is an overview of our software, highlighting the key takeaways of each software product. While SpaSoft is central to your operation, you may also encounter SMS |Host, SMS |Touch, and/or ATRIO. SpaSoft®: Spa Management Software Traditional SpaSoft customer profile:  Spa in hotel: The hotel overseas its spa operations  Luxury property: Traditionally servicing4-5 star properties  High complexity: Most customers have many services, multiple business lines, and usually a retail component SpaSoft was developed specifically to suit the unique needs of the spa industry and facilitates complete spa management. SpaSoft can streamline:  Resource management  Activity scheduling  Internet booking  Waitlist management  Turn away tracking  Group booking  Yield management/revenue management and forecasting  Club membership  Inventory management  Secure point-of-sale transactions (PCI-DSS/PABP-PA DSS validated)  Business and financial reporting and analysis  SpaSoft interfaces with various systems to create a seamless flow of guest-centric information. This includes property management systems, credit card and gift card processors, back office systems, membership billing, and other PSMS technologies. SMS |Host® : Hospitality Management System SMS |Host is a complete hospitality management system that can automate operations from the front office to the golf course to online booking. The more operations you integrate into a single system, the more exceptional your guest service becomes.
  • 8. P. 6 SpaSoft Distributor Guide, February 17, 2014 ATRIO® : Guest Experience Management ATRIO is PSMS’s next generation, cloud-based property management solution. SMS |Touch: Dining Point of Sale SMS|Touch Fine Dining provides guest-centric point-of-sale for restaurants and lounges.
  • 9. P. 7 SpaSoft Distributor Guide, February 17, 2014 All PSMS Offices You may also familiarize yourself with our offices and people by viewing the PSMS Organizational Chart. Global Headquarters Stowe, Vermont, USA Asia Pacific Support, Sales, Development Kuala Lumpur, Malaysia PO Box 1547 782 Mountain Road Stowe, Vermont 05672 United States of America Tel (802) 253-7377 Fax (802) 253-7557 18 Jalan Persiaran Barat 46050 Petaling Jaya, Selangor Malaysia Tel +60 3 7956 9912 Fax +60 3 7956 9927 Support, Development Las Vegas, Nevada, USA SpaSoft Operations Toronto, Canada 2485 Village View Drive Henderson, Nevada 89074 United States of America Tel (702) 896-8200 Fax (702) 369-8619 500 Hood Road, Suite 100 Markham, ON L3R 9Z3 Canada Tel (905) 752-1800 Fax (905) 752-1811 SpaSoft Europe London, UK Sovereign House, 3rd Floor 26/30 London Road Twickenham, Middlesex TW1 3RW United Kingdom Tel +44 (0) 20 8538 9098 Tel Support +44 (0) 20 8607 0919 Fax +44 (0) 20 8891 2109
  • 10. P. 8 SpaSoft Distributor Guide, February 17, 2014 SpaSoft Support Offices Meet our team In this section, you will meet the PSMS executive team and the people who you will be working closely with. Email for all offices: spasoftsupport@springermiller.com Asia and Pacific Regions (APAC) Location: Kuala Lumpur, Malaysia (GMT+7:00) Phone: Pager: +60 (3) 7956 9912 +6 (017) 2298 027 Hours: 8:00AM- 5:00PM Monday to Friday Emergency pager support on weekends. Holidays New Year’s Day Jan 1 Chinese New Year Jan 23,24 Proph Muhammed Birthday Feb 5 Thaipusam Feb 7 Labor Day May 1 Wesak Day May 5 King’s Birthday Jun 2 Nuzul Al Quran Aug 6 Hari Raya Puasa Aug 19,20 National Day Aug 31 Malaysia Day Sep 16 Hari Raya Qurban Oct 26 Deepavali Nov 13 Awal Muharram Nov 15 Sultan Selangor Birthday Dec 11 Christmas Day Dec 25 Europe, Middle East, and Africa (EMEA) Location: London, United Kingdom (GMT) Phone: Pager: +44 (0) 20 8607 0920 Pager # Hours: 9:00AM- 5:00PM Monday to Friday Emergency pager support on weekends. Holidays New Years’ Day Jan 2 Good Friday Apr 6 Easter Monday Apr 9 May Day Holiday May 7 Spring Bank Holiday Jun 4 Queen’s Diamond Jubilee Jun 5 Summer Bank Holiday Aug 27 Christmas Day Dec 25 Boxing Day Dec 26 Americas (USA, Canada, Mexico, and Caribbean) Location: Toronto, Canada (GMT-05:00) Phone: Pager: +1 (905)752-1800 Pager # Hours: 10:00PM Sunday through 10:00PM Friday Pager support on weekends Holidays New Years’ Day Jan 2 Family Day Feb 20 Good Friday Apr 6 Victoria Day May 21 Canada Day Jul 2 Civic Holiday Aug 6 Labor Day Sep 3 Thanksgiving Oct 8 Remembrance Day Nov 12 Christmas Day Dec 25 Boxing Day Dec 26
  • 11. P. 9 SpaSoft Distributor Guide, February 17, 2014 Executive Team Lawrence (Larry) W. Hall, President & CEO Mr. Hall is the past President Hotel Booking Solutions Inc. (HBSi). He has held several prominent executive positions in the hospitality technology industry over the past 28 years. Hall graduated from Cornell University’s School of Hotel Administration. He now serves on the Cornell University Council and the Advisory Board for the Pillsbury Institute for Hospitality Entrepreneurship at the University’s School of Hotel Administration. Additionally, Hall advises small, high-growth firms and several charitable foundations. Victor Vesnaver, Senior Vice President, Sales & Marketing Prior to joining PSMS, Mr. Vesnaver served as Vice President, Hotel Systems for Micros Systems, Inc. His background includes leadership positions in the hospitality and technology industries such as Senior Vice President and Chief Technology Officer for The Mills Corporation, Vice President of Information Technology and Chief Information Officer for the European operation of Security Capital Group, and senior positions with Hyatt Hotels Corporation, SABRE Decision Technologies, and Zoho Corporation. John Darby, Vice President, Enterprise Systems Mr. Darby has served the global hospitality industry for over 36 years in a variety of areas including hotel technology, operations, product development and global support operations. During his career he has worked for a number of companies including Sheraton, Marriott, and Pegasus Solutions.
  • 12. P. 10 SpaSoft Distributor Guide, February 17, 2014 Robert (Rob) Selwah, Vice President, Operations Mr. Selwah joined PAR Springer-Miller Systems in 2007 with over 15 years of experience managing global software development divisions for KPMG and ACNielsen in Canada. If SpaSoft Support is unresponsive, contact Selwah through Salesforce (@Rob Selwah). People you should know Here we highlight the people who you should know. They will be your primary contacts for questions about SpaSoft. Additionally, you may interact with them monthly, weekly, or even daily for operational aspects of selling, installing, or supporting SpaSoft. International Distributor Representative (Channel Manager) Can help you with: Khaled Abed Regional Sales Manager, EMEA Khaled_Abed@springermiller.com +49-211-30185530 Germany Account questions Contract issues Tat Meng Chee Regional Sales & Channel Manager , APAC TatMeng_Chee@SpringerMiller.com +65 (6283) 2722 Singapore Account questions Contract issues
  • 13. P. 11 SpaSoft Distributor Guide, February 17, 2014 Contracts Susan Beattie Contracts Manager Susan_Beattie@springermiller.com +001 802-253-0229 Vermont, United States Contracts Issues Addendums Kim Ferrer Contracts Specialist kim_ferrer@springermiller.com +001 802-253-0261 Vermont, United States Tracking orders Tracking IETs SpaSoft Support Joe Cheung SpaSoft Support Manager joe_cheung@springermiller.com Toronto, Canada PSMS Corporate Account management issues Contact if support has become unresponsive Accounting Rick Stone Controller Rick_Stone@springermiller.com +001 802 253-0277 Vermont, United States Final escalation of TTAF and SUPHOLD Issues
  • 14. P. 12 SpaSoft Distributor Guide, February 17, 2014 Lisa LaFoe Assistant Controller Lisa_LaFoe@springermiller.com +001 802-253-0284 Vermont, United States TTAF and SUPHOLD Issues Eve Lepcio Accounts Receivable Clerk Eve_Lepcio@springermiller.com +001 802-253-0283 Vermont, United States Accounts Receivables Technology systems Greg Coolidge Director, Enterprise Applications Gregory_Coolidge@springermiller.com +001 802-585-1071 New Jersey, United States Salesforce.com issues Implementations Kasey Edwards Integrations Coordinator kasey_edwards@springermiller.com +001 702- 896-8274 x274 Las Vegas, United States
  • 15. P. 13 SpaSoft Distributor Guide, February 17, 2014 Abdul Latheef SpaSoft Integrations Installer abdul_latheef@springermiller.com (905) 752-1800 x332 Toronto, Canada
  • 16. P. 14 SpaSoft Distributor Guide, February 17, 2014 Quick Start Guide Now that you are familiar with the company, the following section will guide you in becoming an operational SpaSoft distributor. While this entire guide serves as a foundation for being a SpaSoft distributor, this checklist will help you get started quickly. Complete the following checklist as soon as possible:  Sign and return PSMS Distributor Agreement: the agreement outlines the relationship between PSMS and the Distributor. You may view a sample of the agreement: Contract - Distribution Agreement Sample  Schedule with PSMS Product Training at PSMS location  Purchase salesforce.com (henceforth Salesforce) by filling out the Salesforce.com Portal License Form o Login: https://psms.force.com/partners/login  Jointly with PSMS, draft and post PSMS Internal Press Release outlining the beginning of our partnership  Jointly with PSMS, draft and issue communication to any affected PSMS Customers in Distributor Territory  Complete the Global Partnership Questionnaire Salesforce Libraries: Visit the Salesforce Libraries ( https://psms.force.com/partners/sfc/#workspaces ) if you have questions or need files/forms after reading this Guide. The list below outlines the libraries that pertain to your operations:  Account Management – SpaSoft  Distribution Information: This library contains documents that can be used by PSMS distributors.  Sales & Marketing  SalesForce Documentation: This folder contains documentation specific to PSMS use of SalesForce.  SpaSoft Interbase, Plugin & Utility Documentation: This library contains documents on how to run and install SpaSoft and Interbase Utilities and Plugins.  SpaSoft Interface Implementation Documentation: This library contains documents used by SpaSoft Installations to configure interfaces.
  • 17. P. 15 SpaSoft Distributor Guide, February 17, 2014  SpaSoft Release Documentation: This library contains SpaSoft Release Guides and Exhibits.  SpaSoft Software Downloads: Contains SpaSoft GA software  SpaSoft Technical Documentation: This library contains internal SpaSoft technical documents.  SpaSoft Training Documentation: Documents on how to use the SpaSoft application.  SpaSoft Upgrade Documents: This library contains documentation pertaining to SpaSoft Upgrades.  SpaSoft Videos: This library contains SpaSoft Videos for use by customers and distributors.
  • 18. P. 16 SpaSoft Distributor Guide, February 17, 2014 Using Salesforce to Manage your Business Salesforce.com is a customer relationship management (CRM) cloud software product. At PSMS, we use Salesforce closely with our business operations. As a distributor, you can use the PSMS Partner Community to gain access to the system. By joining the Partner Community, you can:  Work more easily with PSMS, giving you tighter integration. For example, PSMS can turn around purchase orders quickly, you can more easily escalate cases to SpaSoft Support, and we can share leads and opportunities with each other.  View all client information for all business units, giving the support team more power to create and route customer cases and the sales team a single and consistent base for selling to customers.  Better manage your leads  Gain insight into key business metrics across sales and customer service through reports and dashboards In Salesforce Libraries, we have SalesForce Documentation for your reference. Signing up for the Partner Community Your membership to the Partner Community has a cost of 45 USD / user / month when you purchase the license through PSMS. Fill out the Salesforce.com Global Distributor Partner Portal Request Form and email it to the PSMS Systems Enterprise Application Director and your PSMS Channel Manager. The administrator will contact you shortly after, and you will be able to access and use Salesforce within 10 days. In the Partner Training at PSMS, you will learn how to use Salesforce. The Different Sales ‘Objects’ of Salesforce Below is a chart that shows the basic information components (called objects) in Salesforce. An object is a unique grouping of information that resides in its own section in Salesforce. If you would like to better understand the layout and components of Salesforce.com, visit: http://www.salesforce.com/us/developer/docs/api/Content/data_model.htm . Libraries are where we keep all of our important documentation. Distributors can access the PSMS Libraries but cannot publish to it. The documents in the following libraries will be crucial to your success:
  • 19. P. 17 SpaSoft Distributor Guide, February 17, 2014  Account Management – SpaSoft  Distribution Information: This library contains documents that can be used by PSMS distributors.  Sales & Marketing  SalesForce Documentation: This folder contains documentation specific to PSMS use of SalesForce.  SpaSoft Interbase, Plugin & Utility Documentation: This library contains documents on how to run and install SpaSoft and Interbase Utilities and Plugins.  SpaSoft Interface Implementation Documentation: This library contains documents used by SpaSoft Installations to configure interfaces.  SpaSoft Release Documentation: This library contains SpaSoft Release Guides and Exhibits.  SpaSoft Software Downloads: Contains SpaSoft GA software  SpaSoft Technical Documentation: This library contains internal SpaSoft technical documents.  SpaSoft Training Documentation: Documents on how to use the SpaSoft application.  SpaSoft Upgrade Documents: This library contains documentation pertaining to SpaSoft Upgrades.  SpaSoft Videos: This library contains SpaSoft Videos for use by customers and distributors. Lead: A person or company that has expressed interest in your products or organization. A Lead can also be a person or company whom you wish to contact as a potential customer. Account: An organization involved in the sales cycle (this could be a Customer, Prospect, Partner, Competitor). Accounts are the container that holds all other objects (except leads). Opportunity: Helps record a new potential sale associated with an Account. An Opportunity stores and tracks important information such as the amount, close date, probability, and sales stage of the deal. Contact: An individual associated with an Account that enables communication regarding the specific account.
  • 20. P. 18 SpaSoft Distributor Guide, February 17, 2014 Activity: A log of interactions with a Contact, Lead, and/or Opportunity, for example a call, meeting, or action item. Campaign: A log of specific marketing program or sales calling effort associated with Contacts and/or Leads and Opportunities; tracks the success/failure of these efforts based on response and ROI. Case: A Case is a description of a customer’s feedback, problem, or question. Use cases to track and solve your customers’ reported support issues. Additionally, if there are issues with installing software, we may use cases as a means to track the problem and resolve the installation issue. Lead Account Opportunity Contact Cases Work Package Work Order You will learn more later on about how to create, edit, and use all of the objects previously discussed later in the guide. Other Objects Outside of the sales and support world, there are communication tools and resources that the Partner Community offers, which include Settings, Chatter, Ideas, Libraries, Reports, and Dashboards.
  • 21. P. 19 SpaSoft Distributor Guide, February 17, 2014 Settings Your identity in the Partner Community is one of your most important identifying features as with other social network. It is important when you first login to the community that you set up your identity by clicking on your name in top right corner, this will open the drop down box where you can setup your profile and personalize settings. The My Settings section allows you to configure the following:  Location Settings: Language Preferences, Country Settings and Time Zone  Email Settings: Allows you to control what actions in the community will generate an email to notify you of a new posting, or other actions in the community.  Security Settings: Change your username or password.  Approved Connection: This section is not yet in use. *Make sure to add a photo of yourself as an identifying feature. Chatter Chatter works similar to Facebook or Twitter feeds by allowing users to post questions, comments or feedback and allowing for community sourced-responses. In order to see or respond to what other users are posting, you must be following those users or discussion groups. Chatter will also be used to post system updates and access important news and general communications. If you are actively following a case, chatter items from these cases will be visible on the case screen itself.  Specific Users: To create a chatter post that will appear in the feed of a specific user, type @ followed by the name of the user, and a list of potential matches will appear. Select the user whose feed you want the post to appear in. Keep in mind that anyone following you, or following that person will see the posting. See example below:  Groups: Groups can be created for a specific topic to help focus discussion on that topic. Groups can be public or private. Public groups allow anyone to join and participate or view the discussion while Private groups will invite members to join, and will be created
  • 22. P. 20 SpaSoft Distributor Guide, February 17, 2014 for Focus Group Discussions, New Feature Previews and/or other targeted discussions. Each group will have a Moderator who is responsible for maintaining the group membership and helping to further discussion and monitor content. To ‘Join a Group’ you can go to the Chatter Section, and then on the Left hand side of the page you can click on the Groups link. This will bring up a list of all Groups in the Community, which you can join if public or request to join if a private group. Ideas “Ideas is a community of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation,” -Salesforce.com. Learn more: https://help.salesforce.com/HTViewHelpDoc?id=ideas_about.htm&language=en_US Libraries Find and share the key documents you need without digging through file repositories and old emails. Learn More: http://www.salesforce.com/sales-cloud/files-libraries.jsp Reports and Dashboards Reports allow you to surface information from the Salesforce environment by running queries on the data. Dashboards give you the ability to condense reports into visually appealing pages for easy-to-read metrics. These resources help you monitor your progress and understand trends. Learn more: http://help.salesforce.com/apex/HTViewQuickStarts?id=000113375&language=en_US
  • 23. P. 21 SpaSoft Distributor Guide, February 17, 2014 Business Operations This section will answer your question, “How do I run a successful SpaSoft operation?” You will find resources on how to successfully manage your operation. This section covers all functions of SpaSoft. Below, you will find the basic flow of operations. In most circumstances, each stage logically comes after the next one – e.g., you must sell the software before installing it, and you must install it before supporting it.  Sales & Marketing: This section covers finding new customers to quoting them on the price in final negotiations of the deal. After the installation, selling additional services as an account manager.  Finalizing the sale: This section specifies what information you need to provide PSMS so that you can get the software and hardware to install at the property. This includes purchase orders, contracts, and payments.  Implementing the software: Resources to confirm the hardware and software needs of the property to going live with the product.  Supporting the customers: Post-installation guide on how to support the customer by fixing bugs from a support center.
  • 24. P. 22 SpaSoft Distributor Guide, February 17, 2014 Graphically, how does the process fit together? SalesSales InstallationInstallation Hand off Call between Sales and Installations Preparation  Project Plan  Technical Requirements  Training Staff and Agenda  Install SpaSoft On property  Management Training  Build training database  User Training  Interfaces – build and test  Project status call  Go-live Assistance  Go-live Call Closing  Update items in Salesforce SupportSupport New System Sales  Lead  Opportunity  Closed Won Finalizing the Sale  Purchase Order (PO)  Software License Agreement (SLA)  Invoice + Payment Account Management  New opportunities  Support Liaison Hand off Call between Installations and Support PSMS L2 Support L1 Distributor Support  Log case in SF  Solve Issue  Escalate if need
  • 25. P. 23 SpaSoft Distributor Guide, February 17, 2014 How-to example – The distributor story To better illustrate the business process of selling, installing, and supporting SpaSoft we have created an example spa called the Boutique Hotel & Spa. Below is information on the Boutique Hotel & Spa and its employees. The next page outlines the other groups involved in the story (the hotel owners and the distributor). Finally, on the page after that, we have included a story timeline so that you can match the story with the Salesforce steps in the video and example documents. Boutique Hotel & Spa Gambino Boulevard, 12, 20154 Milan, Italy +39 (2) 12345 6789 http://www.boutiquespa.it Property type: Boutique Service Level: Upper Upscale Rooms: 150 Rooms operations, Food and Beverage, Spa-5 rooms Currently using a competitor system Needs: activity and resource management, credit card interface, and connection to Opera. Marco Romano Spa Manager m.Romano@boutiquespa.it Direct: +39 (2) 12345 6787 Michael Carbone IT Manager m.Carbone@boutiquespa.it +39 (2) 12345 6788 Anthony and Cindy On-staff masseuses
  • 26. P. 24 SpaSoft Distributor Guide, February 17, 2014 XYZ Hotel Management Owner and doing business as Boutique Hotel & Spa from 2009- June 8, 2015 Legal Address: 12 Gloucester Terrace London W2, UK Staff Attorney: Nigel Huffen +44 (0) 20 8234 0671 nigel_huffen@xyzhotels.com Simon Systems SpaSoft distributor for Europe 3 Rue du Fresne Cluny, Burgandy 71250, France Sales Rep: Khaled Abed Legal Contract Manager: Suzanne Bouchard CEO: Jean-Herve de Lencquesaing Outstanding Boutiques of the Globe, Ltd Owner of Boutique starting June 8, 2015 125 Lexington Avenue, Suite 810 New York, NY 10017 Legal Team Leader: Ted Tang tang@outstanding.com (212) 515-5666
  • 27. P. 25 SpaSoft Distributor Guide, February 17, 2014 Date Event (SF: action in Salesforce) Sales Stage 2013 October 21 Lead generation: Meet Marco at ISPA Conference October 25 SF: Create the lead + send out the follow-up email. Marco is interested but doesn’t have the budget this year. He is most likely 6-12 months away from install 2014 January 21 Have a phone conversation with Marco in the New Year. They now have a budget for SpaSoft! SF: Convert lead to an account, opportunity, and contact after Marco expressed interest in a demo. Quote for: SpaSoft Elite, Standard Business Center, Interface with Opera, and credit card interface. March 30 SF: Generate quote proposal in opportunity using the product book. Change stage to Quote Marco reviews the SLA and sales quote and says, “Yes” SF: Change stage to Commit Finalizing Sales Stage April 15 Sent Purchase Order to PSMS April 20 Contract: SLA and Customer Support Agreement signed and returned to PSMS April 20 Invoice: Sent from PSMS. You pay PSMS with bank wire transfer. May 1 SF: This is the set Close Date May 1 PO: Get software May 15 (go-live -2 weeks) SF: This is the set Target Install Date Implementation May 10 Hand-off from sales to implementation May 10-30 3 calls: Review Project Plan, technical requirements, training staff and agenda Expected: May 15 Reality: June 9 Software Install June 16 Arrive on property June 16-18 Management training June 18 Training DB created+ Interfaces Installed June 19-20 User training For Example – Timeline of Events
  • 28. P. 26 SpaSoft Distributor Guide, February 17, 2014 June 22 Add 2 days for carry-over training Operational Days June 22-14 Go-live assistance Expected: June 2 Reality: June 24 Go-live + go-live call June 26 Hand-off call installations to support Support / Account Management August 17 Contract: Add Ryatta Interface SF: Create new opportunity PO, add interfaces to SLA, invoice, install remotely, close, etc. October 14 Contract: Delete the opera interface SF: Create new opportunity PO, delete interface from SLA, deinstall remotely, close, etc. 2015 June 8 Contract: Changed ownership from XYZ Hotel Management to Outstanding Boutiques of the Globe 2016 December 13 Contract: Termination letter: they want ATRIO Spa
  • 29. P. 27 SpaSoft Distributor Guide, February 17, 2014 Selling SpaSoft To sell a new SpaSoft system, you will need to get the word out about SpaSoft through marketing and lead generation. You will then pursue the lead, and if the talks go well, move the lead from ‘prospective’ to being very interested in the software. In Salesforce, you will want to reflect the stage that the customer is in by creating an Opportunity. Selling to current SpaSoft customers falls under the role of Account Managers. They serve as relationship consultants who suggest add-on software to the SpaSoft product. As part of the relationship management, they will talk to support if there are issues with SpaSoft. Additionally, the Account Managers are tasked with keeping the customer records up-to-date. In Salesforce Libraries, we have Sales & Marketing documentation for your reference. New System Sales In this section, you will learn how to go along the sales process from lead generation to opportunity tracking to eventually winning the customer’s business. Most sales actions that you take will have a Salesforce video demonstration associated with them. In the grey boxes with a play video icon and the Salesforce icon , you can access the video and read the video notes. The new system sales process starts with finding a prospective person or property who might be interested in SpaSoft through lead generation and marketing. While your lead might be a person or property, Salesforce combines the person and the property in an object called leads. (As you may recall, an object is a unique area/page to enter/find information and to track changes). In the case of leads, information includes STR (Smith Travel Research) data, product interests, property and personal information. Changes include notes on your interactions with them and their general interest in SpaSoft. Once a lead expresses interest, we then create an opportunity. A sales opportunity represents a chance that we have to install SpaSoft at their property. Marketing The following are our different types of marketing material:  Cut sheets: Cut sheets are detailed marketing documents for the software products. They make a big part of our marketing materials. You can find these in the Salesforce Libraries. Search for “cut sheets” or browse the different SpaSoft product lines.  Brochures: We will provide you with SpaSoft brochures (initially free of charge) for distributing to potential clients who you meet face-to-face.
  • 30. P. 28 SpaSoft Distributor Guide, February 17, 2014 Note: If you would like to change the marketing documents that we provide (such as translating the words, changing the colors, and/or modifying the content), please consult our Trademarks and Style Guidelines as well as 3.4 Marketing Contract before making any changes. Before distributing new material, notify your International Distributor Representative. To quickly download the SpaSoft logo, follow the links below:  SpaSoft logo jpg: https://springermiller.my.salesforce.com/069A000000134dd  SpaSoft logo eps: https://springermiller.my.salesforce.com/069A000000134di Finding and Creating a Lead Leads are people who are connected to a property who are potentially interested in SpaSoft. Your leads will most likely be a general manager or spa manager of a hotel. In the Distributor Story example, the lead is Marco Romano, Spa Manager of Boutique Hotel & Spa. The most powerful method of finding leads is to leverage relationships. Relationships are the key to business success in any industry, but relationships in the hospitality industry are even more central: a spa, hotel, and restaurant’s core activity is the service interaction between their employees and the guest. This means that those working in hospitality are relationship-minded and like doing business with those who they know and trust. Many of our most profitable leads have come from the people who we already know. Thus, best way to gain new leads is to strengthen your relationship with the people who you know. The theme of relationships permeates throughout the different strategies for generating leads listed below:  Spa conferences: Attending spa conferences, such as IHSA and ISPA, provide an opportunity to market and demonstrate SpaSoft as well as mingle and network with prospect customers.  Spa and hotel referrals: We ask our customers if they know anyone who would be interested in SpaSoft. If they are willing, they will refer us to other properties.  New build list: This list includes the new hotels (and sometimes spas) that are being built in a certain time frame in a certain region. Pursuing unbuilt spas provides a key advantage over selling to a fully operational spa: no technology switch-over costs, no retraining, time to focus on training.  Canvassing: Canvassing is when you visit a certain area with a high spa density and drop in to the spas to speak with prospective customers. You should call the property before traveling to schedule a meeting with one of the decision makers at the property.  Smith Travel Research (STR): STR maintains a large database of hotels globally (they have many of the hotels in North America on file). The advantage of using STR data is that you can filter by hotel type, market segment, rating, and by hotels with spas in them.
  • 31. P. 29 SpaSoft Distributor Guide, February 17, 2014 This gives you a refined and targeted list. Currently, PSMS Salesforce contains many of the North American and European hotels & spas.  Data.com: is a global database of business contacts. The application integrates seamlessly with Salesforce. Converting a lead You create three new objects when converting a lead: an account, contact, and opportunity (though Salesforce allows you to create individual instances of all three as well). Let’s learn how to convert a lead. Key takeaways:  You must fill in fields that are marked red, but try to fill in as much information as possible. The more information included, the greater chance of making the initial sale and the more easily we can service the hotel (support and sell additional items) in the future. Key takeaways:  Keep everything in Salesforce (including emails). A common saying at PSMS is, “If it is not in Salesforce, it doesn’t exist.” The more information in Salesforce, the more useful the tool becomes.  By setting up tasks, you can keep track of the people you are pursuing and of the your plan to engage them. Watch Lesson 01: Creating a lead in Salesforce Watch Lesson 02: Pursuing a Lead
  • 32. P. 30 SpaSoft Distributor Guide, February 17, 2014 Key takeaways:  You convert a lead when the potential customer has expressed enough interest in SpaSoft “enough interest”: this could be when they ask for a demo or merely when they say “let’s move this deal forward.”  Naming: the structure for naming an opportunity is ‘Property Name’ – ‘Product’ -‘Opportunity Name’ Watch Lesson 03: Converting a Lead
  • 33. P. 31 SpaSoft Distributor Guide, February 17, 2014 Accounts, Contacts, and Opportunities From the lead, you have created an account, contact and opportunity, as illustrated in the graphic below (originally seen in the Salesforce chapter). In this section we will explore the new objects that you created out of the lead (the account, contact, and opportunity). We will also explore how to arrange and send out a quote within opportunities using the product book. Lead Account Opportunity Contact Cases Work Package Work Order In our example: Boutique Hotel & Spa - SpaSoft -new installation Naming the account It is imperative that we correctly name our accounts. Only use letters and spaces in the name.  Don’t use any special characters including - * / # ( ) ,  Don’t put “,The” at the end of the name. When running reports, Salesforce will treat the words before the comma as a separate entity to the items after the comma. If “The” needs to be in the account name, place at the beginning of the account name, such as “The Ritz-Carlton Palm Beach”.  Don’t use ALL CAPS Currency The opportunity can only be in the currency of the account, so make sure you select the right one before converting. Note: the video uses Euros as the account currency, but we had to move over to a USD property for demonstration, so all of our quoting, POs, and invoices in the examples are in USD.
  • 34. P. 32 SpaSoft Distributor Guide, February 17, 2014 Key takeaways:  Through the process of converting a lead, the lead “dies” and is “born” in to three Salesforce objects: an account (the property – Boutique Hotel & Spa), contact (Marco Romano), and opportunity (Boutique Hotel & Spa - SpaSoft - New installation).  The account becomes the parent of the contact and opportunity–e.g. if you delete the account, the contact and opportunity die with it; if you delete an opportunity or contact, you only delete those objects. Put differently, you can have many contacts and opportunities attached to just one account. Opportunities and contacts can come and go, but an account rarely changes (so it is the unwavering constant and thus, the core object that all other moving parts are attached to).  At this point you may want to add another contact to the account: a person who may be involved with another aspect of the project such as Michael Carbone, IT Manager. This individual serves as another communication channel for the property as well.  Account manager field: this is used for opportunities with major accounts (hotel companies with multiple properties) where the person who is in charge of the account isn't necessarily the one doing the selling. Watch Lesson 04: Intro to Accounts and Contacts
  • 35. P. 33 SpaSoft Distributor Guide, February 17, 2014 The road to the final sale So you have made the initial opportunity. Now it’s time to work with the customer to determine if SpaSoft is a good fit. As you engage with the customer, and hopefully, if your conversations go well, you will move them closer toward buying SpaSoft. You can monitor your progress (and help managers monitor your progress) by changing the stage of the opportunity in Salesforce to reflect both where the customer is along the buying process and what actives are to be done. The stages are as follows: Stage Probability of purchase Defined Activities Prospecting 10% The prospective customer has shown interest in a particular SpaSoft solution. Send a general interest letter and marketing material about SpaSoft. Qualified 20% Property has expressed continued interest in our solutions and also fits the SpaSoft target market. Provide more information to the customer. The best way to show off the software is to schedule a demonstration of SpaSoft. You may demo SpaSoft on your own, but make sure to get PSMS approval, so please file out and return the Key takeaways:  Watch out for the defaults that Salesforce sets such as SMS| Host Sales for opportunity record type and the lead’s owner name for record owner of the account  Accurate dates are essential for both forecasting and for managing your opportunities: o Install date: when the customer is expecting installation and training to be provided (so asked for the Go-live date and subtract two weeks). o Close Date: when you expect the customer to get back to you with a signed Sales Order, and SLA. In addition …  We use Euros in this example, but later switch over to U.S. Dollars. All sample documents and the majority of the Salesforce videos are in USD. Watch Lesson 05: Overview of the Opportunity
  • 36. P. 34 SpaSoft Distributor Guide, February 17, 2014 Product Demo Request Form. Quote 50% Engage in a deeper explanation of SpaSoft functionality to ensure fit with customer’s operations. Quoting a price for the solution through a Sales Order. You will find links to the following videos below the table: Instructional video: Using the product / price book Instructional video: Fine-tuning the price and sending out the quote Negotiation 75% Talking seriously about the contractual terms of the agreement. Commit 85% You have a verbal agreement from the customer; you need to send out the SLA with Schedule 1, Customer Service Agreement. Closed Pending 95% The Software License Agreement and your contract for training and implementation services, support services, and any other non-PSMS items you may also be selling, has been signed and returned by the customer. PSMS is still waiting on your deposit (and you are most likely waiting for the customer to pay you so that you can pay PSMS) and Purchase Order (PO) For closed pending, as well as closed won, you no longer need to touch the opportunity: PSMS employees will manage it from here. Finalizing the Sale outlines what you need to do at this point Closed Won 100% PSMS has received the SLA, PO, and payment. We have received your contract, and the Contracts Specialist closes the opportunity by changing the stage to closed won. Other stages:  Closed Lost: clearly lost a piece of business to a competitor or the customer decided not to purchase because the product did not meet their needs or they did not like the price.  Cancelled: 1. The customer simply cancels the project
  • 37. P. 35 SpaSoft Distributor Guide, February 17, 2014 2. You discover a duplicate Opportunity. This might happen because you transitioned an account to someone else who did not change an open Opportunity to his/her name and chose instead to create a new one for the same piece of business or you simply forgot about the existing Opportunity and created a second one for the same piece of business. 3. A quote you submitted to a customer does not get acted upon such that the pricing and/or terms have expired. 4. The customer is no longer using Host, SpaSoft, Touch or ATRIO 5. The quote/opportunity is just so old that it does not make sense to keep it open and on the books. If the customer is still interested you will create a new opportunity.  Postponed: Customer expressed interest but it isn’t going to work out. They have most likely suggested that we stay in touch with them and contact them in a few months. Key takeaways:  Searching: By Keyword or by Software Family type.  Most common SpaSoft product is Elite  # Interbase SQL Client Licenses = 1.5 * # of SpaSoft Users. So if there are 3 users, they will require a 5-pack. If there are 6 SpaSoft users, we would include a 10-pack, NOT two 5-packs.  Version XE, as of February 1, 2014 is the most recent version of the software licenses.  It takes longer to install SpaSoft in a spa that is already in operation, so we add at least 2 days to the training in order to get face time with all the employees (since half will have to run the spa at any given time). Watch Lesson 06: Using the opportunity price book
  • 38. P. 36 SpaSoft Distributor Guide, February 17, 2014 Major Account Discounts: Account Name Product License Discount Installation and Training Discount Annual Support Discount Accor Hotels (includes Sofitel) 40% 20% 52% Carlson Hotels 30% 10% n/a Emaar Hotels & Resorts 30% 10% 10% Four Seasons Resorts 30% 10% 10% Kempinski Hotels 30% 20% 20% Kerzner International 30% 10% 10% Marriott International 30% 10% 10% Ritz-Carlton 30% 10% 10% Starwood Hotel Group 20% n/a n/a Fairmont/Raffles/Swissotel 30% 10% 10% Mandarin Hotel Group n/a n/a n/a Key takeaways:  Discounts o You cannot discount more than 10% as outlined in the contract unless you talk to International Distributor Representative or the VP of Sales & Marketing. o Do not discount 3rd party licenses (e.g. Interbase Licenses) o Major Account Pricing. We own the relationship with major accounts, so talk to us first before quoting a major account. Below is the discount chart for major accounts. Key takeaways:  When sending out the initial quote, choose Schedule A in Conga Merge. When you want them to sign an official copy of the quote, create a Sales Order. Watch Lesson 07: Fine-tuning the quote Watch Lesson 08: Creating the Sales Order
  • 39. P. 37 SpaSoft Distributor Guide, February 17, 2014 Rosewood Hotels 30% n/a 10% West Paces Group (Capella / Solis) 10% 10% n/a Account Management The account management stage of the customer relation occurs after we have installed the software at the property. We assign Account Managers (AMs) as the customer’s main point of contact within PSMS. The AMs have three responsibilities: 1. Installed sales: This is their primary role. They consult current customers on what additional products could benefit their operations. 2. Support liaison: Listen to customer issues and feedback and report those to support. 3. Change management: Track changes to the account and log those changes with contracts and through Salesforce. In Salesforce Libraries, we have Account Management - SpaSoft documentation for your reference. Installed Sales Selling a new SpaSoft system, although a big-ticket sale, is often a small percentage of the total dollar amount that a customer pays us over its life time. That is, add-on software, retraining, support fees, etc. accounts for big proportion of the revenue stream if you manage the customer relationship well. Support Liaison While Account Managers are primarily sales people, they must keep customers happy if they want to sell more effectively. They serve a function to check in with support to make sure that customer issues get solved. For Example – Selling Ryatta Mobile interface Marco decided that he needed a mobile function for SpaSoft. He needs to do two things:  Make a new opportunity in Salesforce attached to the Boutqiue and Spa. Under the opportunities section, click New Opportunity and go through the same process a creating opportunities for New System Sales.  Software Addition Amendment: To be discussed later
  • 40. P. 38 SpaSoft Distributor Guide, February 17, 2014 Beyond daily support issues, if the customer asks for additional functionality that is not currently available in the software, then you will want to send a Request For Development (RFD) to PSMS. First, contact your International Distributor Representative or the Major Account Manager and they will provide you will the proper forms and steps. Change Management The hospitality industry is an ever-changing landscape, consequently, our customers change with it: their operations shift, their desires evolve, their employees leave and new ones come. When things change on the customers’ side, we need to change our records as well. The following is a list of the most common changes that happen on our customer side and what we do about those changes:  Termination and de-installs: If a customer doesn’t want to use SpaSoft anymore, PSMS stops billing them for support (and thus stops billing the distributor for L2 Support). There will be no refund of license, support, or other fees paid by the end-user. We need the following items from you to finalize a deletion: o Termination Letter: Fill in the information needed of the Termination Letter Sample. o Contract Addendum for Deinstallation: Fill in the information needed Deletions - DA Addendum Sample. o In Salesforce, create a new opportunity. Put the original value of the software as a negative and then discount it 100%. This method is to record the deletion and ensure that the customer is no longer billed for support fees.  Licenses swaps: A license swap is when one entity wants to give or sell their SpaSoft rights to another group. PSMS does not allow license swaps. If others sell our software rights (essential reselling the software itself), PSMS lose control of their software distribution channel.  Change in ownership and new flag: Although we do not allow licenses swaps, we do allow changes in ownership, so long as the software remains at the same designated property server location. Additionally, the current end-user must be in good standing with PSMS—i.e., it does not owe us money. As the administrator of their SpaSoft system, you will send PSMS a New Owner Assignment Addendum Contract stating that there is a change.  Reduced number of rooms/users: The contract makes note of what happens when the room count of our properties change. We will change our L2 Support fees to reflect the new number of rooms.  Change in name: If a property changes the name it does business as, but there is no change in ownership, we do not charge them. Obtain a written notice from them of the
  • 41. P. 39 SpaSoft Distributor Guide, February 17, 2014 change, send a copy to the PSMS Contracts group, attach it to the Account, and change the name in Salesforce.  New customer employees: The hospitality industry has very high turnover, so every time you talk to the customer, review and update their primary contacts and main operational people (GM, Director of IT, Spa Manager, etc.).  New software and products sold: If you sell the customer new products, you will need to send PSMS the Additions Addendum Contract.
  • 42. P. 40 SpaSoft Distributor Guide, February 17, 2014 Finalizing the sale Once the customer has verbally committed to buying the software, you will need to deliver a Software License Agreement (SLA) in addition to the Customer Agreement (CA) to the customer for signature. Send the signed SLA, a Purchase Order (PO), and Payment to PSMS. PSMS will close the opportunity and issue a work order. All documents attached to this section bear the example names, dates, products, etc. that align with the Distributor Story. The orange text in the documents is the text that you will need to change for your own purposes. Sales Documents to Send to PSMS Email the SLA, and PO as PDFs to the following people/departments at PSMS:  International Distributor Representative  Contracts department: Contracts@SpringerMiller.com Additional information:  Turnaround time: 7-10 working days  Cancelling orders: You can cancel an order any time before we ship the software and/or hardware. Once the order has shipped, it is non-refundable.  3. Prices and Payments of the contract provides more information. Software License Agreement (SLA) The Software License Agreement outlines the rights granted to the customer to use the software, restrictions of use, and other obligations. If you are selling an additional service and/or product, you will need to send to PSMS an Additions Addendum Contract.
  • 43. P. 41 SpaSoft Distributor Guide, February 17, 2014 Purchase orders (PO) You will need to deliver to PSMS a Distributor Purchase Order. The PO outlines the Software Products and Third Party Software being ordered from PSMS for the particular customer and the applicable Sublicense Fees and L2 Support Fees. The items included in the PO should match the items included in Schedule 1 to the SLA. For Example – the SLA The following are the main components of the SLA:  Header: This identifies the parties to the agreement and the date that the agreement was entered into. o Date of the Software License Agreement. This would typically be the date that it is prepared by you for the end-user. o End-user’s legal/corporation name, the name of the hotel or resort, type of legal entity (i.e. LLC) and the country the entity was formed under, address, contact name, telephone and email address.  Signature block o Insert the end-user’s legal name and the name of the hotel or resort if different. This should match exactly the name as shown in #2 of the header. o In addition to having the end-user sign this agreement, the end-user must initial each page of the Software License Agreement, including Schedule 1.  Schedule 1: Schedule 1 shows what products the customer has ordered and the licenses attached to them. o List the Software Products being licensed and the License Limit of each module. All interfaces must show the third party vendor and interface protocol. o We suggest completing the Purchase Order first before filling in Schedule 1.
  • 44. P. 42 SpaSoft Distributor Guide, February 17, 2014 Customer Agreement You are responsible for creating your agreement between the customer and yourself. It should include terms of service, support information, rights of the customer and distributor, etc. Purchase Order Payments We will send you an invoice for your order, and then you will pay us the full amount of the invoice. What to Pay – the Invoice PSMS will issue a Pro Forma Invoice outlining the total amount that the distributor needs to pay PSMS. PSMS will charge based on the formulas outlined in 3 Prices and Payments of the contract. For Example – Purchase Order Example Purchase Order. xlxs shows the background information and calculations for the purchase order Property Name: Boutique Hotel & Spa Products: Spa Business Center, SpaSoft Users, Credit Card Interface, PMS Interface Third Party Software: Interbase SQL Server License Annual Support Fees: L2 Support Fees Services: Installation and training. Sublicense Fees: Must be shown for each line item. Delivery Date: January 16, 2012 Total value of the order, the margin to the distributor, and the margin to PSMS (which is the total that PSMS will bill you for the sale).
  • 45. P. 43 SpaSoft Distributor Guide, February 17, 2014 How to Pay You will likely send 100% (but it may differ in your case) of the Purchase Order amount due to PSMS before PSMS processes the order. Bank Wire – USA Union Bank 20 Main Street P.O. Box 667 Morrisville, Vermont 05661 ABA Routing Number: 011601100 For further credit to: PAR Springer-Miller Systems, Inc. P.O. Box 1547 782 Mountain Road Stowe, Vermont 05672 Phone #802-253-7377 Account Number: 166014
  • 46. P. 44 SpaSoft Distributor Guide, February 17, 2014 Implementing SpaSoft You have successfully sold SpaSoft! Now it’s time to implement the software at the property. You will find information on the implementation team, implementation process, and implementation tips in this section.  Implementation team: Outlines the five people essential to the success of installing SpaSoft  Installation process: The installation process is composed of three parts: 1. Preparation: this includes four preparation phone calls and remote software installation. 2. On-property: this includes the management and user training, database building, and interface set up and testing. 3. Wrap-up: this includes the hand-off call and Salesforce updating.  Implementation tips: Our team shares some tips Remember: your success in implementing SpaSoft depends on your knowledge about the software, so make sure to review the Salesforce Libraries articles and videos at a minimum before going out to the property. The Implementation Team Below is the business structure of the five people essential to implementing SpaSoft. This is how we structure our team – you do not need to follow the same format, but we offer it merely as a suggestion for success.
  • 47. P. 45 SpaSoft Distributor Guide, February 17, 2014 Director of Implementation Manages the different projects in the pipeline and works with the Installation Coordinator to ensure that we have the resources to make the installation happen. Installation Coordinator Oversees the Software Application Specialist. Serves as the point of contact for the property. Software Application Specialist Travels to the property and trains the users on the system, sets up the training database, guides the users, ultimately responsible for smooth operations by Go-Live. Integrations Coordinator Manages the Integrations Installer. Integrations Installer Installs SpaSoft on the system server. Installs 3rd party interfaces and coordinates with 3rd party vendors to test the functionality of the interfaces. Operational Technical Implementation Process Below we have charted the implementation process. Download and use this chart: Install - Project Management - SpaSoft .xlx
  • 48. P. 46 SpaSoft Distributor Guide, February 17, 2014 In reference to the chart above:  The Boutique Hotel & Spa Example Dates: serves as a point of reference for the Distributor Story.  Days until Go-Live: marks how many days a particular action/ stage is from the property becoming fully operational with SpaSoft. Boutique Hotel Example Dates Days Until Go- Live Phase Operational Items + Phone Calls Technical Items 5/5 51 Preparation 5/10 46 Review Project Plan 5/20 36 Technical Requirements 5/30 26 Training Staff and Agenda 6/9 16 1 Install SpaSoft Remotely 6/16 9 Management Training 1 IT 2 Spa Management 3 Retail + Accounting Build training database 6/19 6 User Training Interfaces 4 Introduction + Reservations 1 Credit Card Installed 5 Check-in + POS 2 PMS - Opera Installed 6/21 4 Project Status "Operational Days" 6 Fit in training for those Interface Testing 7 who were running the spa 6/23 2 Go-Live Go-live Assistance Go-Live Check-in 8 Guide and answer questions 9 Wrap up Hand-off Between Installation and Support 6/25 0 Trainer departs 6/30 Wrap-up Update items in Salesforce On Property Hand-off from Sales to Installations Inputdata into system to ...
  • 49. P. 47 SpaSoft Distributor Guide, February 17, 2014  The three phases of the install are preparation, on property, and wrap up.  Each date has an associated Operation item and/or Technical item.  Tasks marked with the telephone icon are calls that need to be made with the customer. Below are some helpful notes before explaining what happens at each stage of the install: Preparation Preparation includes having four preliminary calls with the customer and installing SpaSoft remotely on the property’s servers. Each call has information and/or documents to give to the customer, to collect from the customer, and to confirm with the customer. Call: Hand off from sales to implementation Sales representative, all implementation team, property management and IT. To confirm:  Purchased Items: Compare the Purchase Order, and Software Licenses Agreement Schedule I. Do the same sets of services/products appear in all of the documents? Does the customer agree with the services/products?  SpaSoft Exhibit B: We go through Exhibit B (the hardware specifications of SpaSoft) with the customer. Additionally, we ask questions about their servers and how to connect to them (this will be more important in the weeks to follow). Document: https://psms.force.com/partners/sfc/#version?selectedDocumentId=069A0000000NiUI  Travel Details: Discuss what the spa pays for and what PSMS pays for when the SpaSoft Software Application Specialist comes to the property. Spa pays travel, costs, airfare, hotel, and transportation. Call: Review project plan Installing Products As you may recall, the Boutique Hotel & Spa is getting a new SpaSoft sysem, property management interface, credit card interface. The distributor is also delivering services including interface installations, training, and go-live assistance. Notice the timeline and how each product fits in to it. The timeline is based on the average real life installation so that you can use it as a rough guide for your own installs. For example, from the time of sale, we spend 50 days bringing the property to go-live, and we are on property for a little over a week.
  • 50. P. 48 SpaSoft Distributor Guide, February 17, 2014 Installations Coordinator, Property Contact To give:  Training facility + equipment requirement (an example can be found in The Ritz- Carlton Rancho Mirage SpaSoft Training Agenda, but a comprehensive outline is below): o Property to provide a private training room for the entire time that the SpaSoft Application Specialist is on property. o Computers  Computers will have SpaSoft loaded  Internet connection  One computer per trainee (if that’s not possible, no more than 2 employees per computer)  One computer dedicated to SpaSoft data entry o Telephone enabled for long-distance calls o Flipchart or whiteboard with markers o Projector and screen.  Questionnaire Form: Includes how the spa operates and how the software can accommodate those operations; the 4 main contacts of the properties; and how the property handles money and taxes, purchasing and inventory, yield management, and scheduling.  Customization Request Form: The spa gets six customized guest documents, such as confirmations for appointments, guest invoices, and guest itineraries.  Data Entry Preparation Form: Includes Business Center and Business Lines, Activity Codes, packages (multiple different activities), Series (many of the same activity purchased together), and Resources: 1. Provider: the person performing the activity—i.e., therapist, esthetician. 2. Facility: the room that the activity is performed in – i.e., massage room, body treatment room. 3. Equipment: Portable equipment –i.e., pregnancy pillows, portable massage table.  Special Account Sign off: SpaSoft has four levels of user access: 1. Key Custodian (KC) 2.DB Update 3. Database Administrator 4. General User. The sign off document outlines the different users at each level. They all need to be held by different people in the organization. The trainers get the property to sign off before leaving. Property takes ownership of the different levels. If the property forgets a password at a certain level, the level above it can create a new one, unless they forget the Key Custodian password, then PSMS needs re-initialization the software and issue new passwords for all in accordance with PCI compliance. More details on SpaSoft Special Accounts
  • 51. P. 49 SpaSoft Distributor Guide, February 17, 2014  Correlation tables: This table compares third party vendor naming conventions for spa variables with SpaSoft naming conventions. For example, Ryatta SpaDirect might call the shampoo variable Shampoo_ bottle and SpaSoft might call it Hair Care Product 1. The table would have each name equal to each other. By linking up what different software calls the same ‘things’, we can make sure that the different software can speak each other’s language. o Opera Correlation Table o 3rd parties Correlation Table To collect:  Names of 3rd party vendors: Company and contact. To confirm:  Installation timeline: Give the property the chart shown in the beginning of this section. You should give them a detailed schedule of on-property training as well.  Exhibit B again, make sure the property’s hardware is up to PSMS SpaSoft specifications. Call: Technical requirements Installations Coordinator, Integrations Coordinator, Installer, Property IT, 3rd party vendors To give:  Install GoToMyPC info (for software and interfaces)  GoToMeeting for interfaces and software, phone numbers To collect:  Special Account Sign off  Correlation Table To confirm:  Hotel server is running and ready to install SpaSoft and Diplomat  Interfaces: o Vendors or onboard with dates o Vendors installed their side of interfaces o Dates for interface testing Call: Training staff and agenda
  • 52. P. 50 SpaSoft Distributor Guide, February 17, 2014 Installations Coordinator, Property Contact To give:  Training agenda To confirm:  Travel arrangements Install SpaSoft remotely Installer You will need the software files and a key to install at a property.  Software files: PSMS provides a SpaSoft Installation Package which includes all the necessary files for installation – SpaSoft, Interbase, Diplomat, technical documentation, etc.  Software key: Additionally, you will need the License File which includes a key to activate SpaSoft. Fill out and return the License File Request Form to the PSMS Integrations Installer and Coordinator. Once you have those items, you should follow the steps outlined in Installing SpaSoft. You will find more information on installation: SpaSoft Release Documentation On property There are three factors that define each day on property: 1) what the trainer should do, 2) what the installer should do, and 3) what calls the coordinators need to have with the property to make sure everything is going well. The outline below starts with Day 1, the first full day that a trainer is on property and goes through Day 9 when the property has been live for a few days and the Trainer departs. Day 1 Management Training Trainer SpaSoft Configurations Check List  Overview of training  Administrative modules o Site (Payments, Micros Tickets) o Business Center: Business Lines, discounts, invoices, itineraries. o Other system info – POS Return, cancellations, turn away reasons, countries, responsibility centers
  • 53. P. 51 SpaSoft Distributor Guide, February 17, 2014 o Guest administration: Guest types o Staff administration & Module: adding staff, creating staff types, creating usernames, commissions o Staff and Payroll Reports Data Input Trainer  Have managers input data from their other systems (paper forms, notebooks, databases, and other software) in the dedicated data input computer. Collect customization forms Trainer  Approve forms  Assigned to Installer through a case Day 2 Management Training Trainer  Review of Day 1  Resource module: Adding providers, facilities, equipment, creating schedules, assigning resources  Activities module: Adding single activities, package, series, administrative activities Data Input Trainer Day 3 Management Training Trainer  Review Day 2  Inventory Administration: Utilizing data works, business lines to be added in SpaSoft. Inventory physical count/ reports  Yield Management: Creating yield pricing  Loyalty program: Creation and set up  Member billing interface  Go live consultations – Database creation for User training to be created Build the Training Database Installer  All data input should be inputted in the past three days of the trainer works with management. Copy over to training database.
  • 54. P. 52 SpaSoft Distributor Guide, February 17, 2014  Read How to Create a Training Database for more information Data Input Trainer Day 4 User Training Trainer  Introduction to SpaSoft  Guest Module: Guest history, reports  Visual book and central reservations module: Booking single and multi-guest activities, packages, group bookings and standing appointments  Waitlist: adding to and from waitlist  Turn away tracking adding to turn away list, end of day/ closing reports.  Review booking and reservations Interface Installations Installer  Remote in  Preform interface installation Day 5 User Training Trainer  Review  Guest check-in: receiving (?), searching guests  Point of sale: Checking out guests, transfers, discounts, commissions, adding retail, payments, returns  Liability finder: issuing, redeeming, searching Loyalty program: Redeeming, allocating points, end of day, and closing reports Interface Installations Installer  Remote in  Preform interface installation Customizations Installer  Using the completed customization forms, take the data and input it in to a new case in Salesforce. Escalate the case to PSMS L2 Support, and they will complete the work and return it to you.
  • 55. P. 53 SpaSoft Distributor Guide, February 17, 2014 Day 6 Call: Project Status Installations Coordinator, Integrations Coordinator, Trainer, Support Manager, Property  To give: o Training agenda  To collect:  To confirm: Operational day Trainer Interface Testing Installer  Work with 3rd part vendors  Interface testing Day 7 Operational day Trainer Day 8 Go-live Assistance Trainer Day 9 Go-live Assistance Go-live Assistance Trainer Call: Go-live Installations Coordinator, Implementation Coordinator, Trainer, Installer, Property Contact, 3rd party vendors  To give: o Training agenda  To collect:  To confirm: o Setup and posting (accounting and commissions)
  • 56. P. 54 SpaSoft Distributor Guide, February 17, 2014 Wrap-up Call: Hand-off Between Installation and Support Trainer, Installation Coordinator, Director of Implementation, Support Manager, PSMS Support Manager  To give: o PSMS Product Support (Handoff) Information: https://springermiller.my.salesforce.com/sfc/#version?selectedDocumentId=069A 00000011J6j o Self-service info Implementation Tips Below are some tips that our installation team would like to share with you:  Check connection speed with hotels and spas (especially in China): If the connection is too slow, the connection may clock out when installing the software.  Have a direct contact phone number and email address (even a personal phone number if possible) of the property IT point of contact: Having this information will allow you to troubleshoot problems more quickly if the connection is lost, if the hardware requirements aren’t met, if there is a bug in their system, or if there are password protected firewalls, etc.  Note the time zone of the property and your contacts for that property (the management or IT may not be onsite).  Insist that property to fill out the necessary forms that you give them in advance: If they don’t, the project may be delayed because either they will have to fill them out when a trainer is on property or they have missed a vital piece of information in the form and they don’t have the proper hardware, 3rd party interfaces, staff, etc.
  • 57. P. 55 SpaSoft Distributor Guide, February 17, 2014 Supporting Your SpaSoft Customers To support SpaSoft customers, the distributor and PSMS work together:  Distributor Support: Distributors are responsible for providing the first line of support. It is the first level of interaction that the customer has with the support team (hence why we call it Level 1, or rather L1 Support). In this section, you will learn how to provide effective support and how to manage the call center.  PSMS Support: PSMS is responsible for issues that L1 Support cannot solve. You will learn how to escalate your L1 Support cases to PSMS’s L2 Support. Distributor Support As the first point of customer contact, you represent the face of PSMS (the customer will rarely contact PSMS directly for support). In this section, you will learn how to manage your support center, how to provide support, and where to find answers to common SpaSoft issues. How to manage your support center The following are helpful guidelines for managing your support center. First, the support staff needs to devote their attention to the items that matter most. At our PSMS call centers, we work on cases in the following order: 1. Phone calls and voice mail: The support staff’s primary responsibility is to pick up the phone and answer questions and/or troubleshoot. Support staff can communicate easily and can troubleshoot faster over the phone. 2. SpaSoft Top 10: In the Cases tab in Salesforce, we have created a view called Top 10. SpaSoft Top 10 is a collection of the top ten most crucial cases to solve as soon as possible. The support manager determines which cases belong in the Top 10 by factoring in both the severity of the case (how critical is it to the operation) and priority (how the customer feels about the issue). 3. SFDC New: Like SpaSoft Top 10, SFDC New is a view in the Case tab. SFDC New shows all of the cases that have recently entered the system. 4. Salesforce Communities: Customers directly enter their case into Salesforce which both decreases the chance for error and the amount of time to enter a case. 5. Email: Customers can email in questions and issues. 6. Personal Backlog: These are cases that a support member hasn’t had time to solve. A backlog occurs when the stream of issues entering support exceeds the rate at which you resolve issues. Monitor the age of backlogged cases. If you see a backlog case older than a few days, start working on it. At a minimum, let the customer know when you are going to work on their issue. Things the customer should know:  We do not provide lost passwords or change user configurations. The property should have someone available 24 hours a day for these needs.
  • 58. P. 56 SpaSoft Distributor Guide, February 17, 2014  Any changes to customer supplied hardware, operating systems, 3rd party software or networking related to the PSMS software must be scheduled in advance. Any changes not scheduled may delay the operation of the customer-supplied product or the PSMS software or cause unnecessary down-time. This includes but is not limited to: printing, servers, 3rd party vendor updates or changes to SMS |Touch workstations or printers, guest documents (customized forms), domain names, etc.  A verified backup of all PSMS software and related databases is required on a daily basis. Open Files backups are not advisable as databases in use may not be copied or copied in their entirety (causing potential data loss should a restore be necessary). PSMS recommends that backups be verified each day and be performed to a rotating set of external media which can be kept off site in case of natural disasters such as fires, floods, etc. See the technical note: PSMS Product Backup Recommendations for additional information.  Every computer should have GoToMyPC or another equivalent remote connection software so that support can easily see what is happening on the computer and make the appropriate changes to resolve the issue. How to Provide Support As the L1 Support for your customers, you act as the front line for answering all of their questions and fixing their software problems 24 hours/7 days a week. Section 4.8 in the Distributor Contract outlines L1 support activities that you are responsible for: a general rule of thumb, though, is to work hard to resolve anything that comes through, despite its size or level of complication. Failing to respond to a customer’s need can lead to a lost relationship. Below you will find an outline of the steps you should take to resolve an issue when a customer calls. For other modes of contact (such as email, customer communities, voicemail), follow the same structure minus the personal dialog aspects: 1. Greeting Say hello, identity yourself and the company, and ask how you can help. 2. Actively listening to the problem Listen to the problem with the intent of understanding the specific issue. Repeat what you heard to the speaker. Repeating helps both parties confirm their mutual understanding of the issue. This is especially useful for helping a user with software because people describe the same thing very differently (software vocabulary varies drastically among users). 3. Log information in to Salesforce
  • 59. P. 57 SpaSoft Distributor Guide, February 17, 2014 Logging a case The Boutique Hotel & Spa cannot print customer recipes, and Marco has called your support team. Let’s learn how to help out. First, we must understand how Salesforce keeps track of cases: a case is a specific problem tied to a person (contact) working at a property (account). When a case is made, Salesforce assigns a unique identifier Case Number so that we can go directly back to the case in the event that the case needs revisiting. 1. Searching for a user (Marco) in the system,  Check to see if the caller's information is in the system using one of the following methods (hint, the first way is often the fastest): 1. Search for the property: under the Contacts section, find the individual. 2. Search their last name only: see if they come up with the proper property name. 3. Search their first name paired with the property name. 4. ** If caller's info is not in the system, make a new contact connected to the account that they are calling from.  If they are calling for someone else, write down who they are calling for and a method and time to contact them. 2. Open a new case from the Contact page by clicking New Case 3. Enter info: In the case that you created, make sure to include the following information:  Product: The software they are using … SpaSoft  Module: What area of the software is affected …Printer  Subject: A short tagline for easy cataloging and searching… Cannot Print Customer Receipts  Description: More detail of the problem, steps taken, and next steps if not resolved o Issue: For clinical products, the printer is not responding after the user clicks “print.” o Steps taken:  Asked to log back out and try again  Turned off printer and back on  Tried other receipts and they work fine o Next Steps: Will virtually log-in to computer when she logs out and look in to it. o Additionally, you might want to jot down the following:
  • 60. P. 58 SpaSoft Distributor Guide, February 17, 2014 4. Put on hold If you need to investigate the issue further, ask if you can put the customer on hold while you solve their problem. 5. Check out printed material on the module being affected:  eLearning (Springboard): http://help.springermiller.com/spasoft/070/index.htm  Salesforce Libraries  HelpSite: Coming soon for SpaSoft v 3.6 6. Helping  Talk through the issue with the customer.  If the level of complexity is too high, you will want to log in to their computer and fix the problem and show the solution by remoting in to their computer using GoToMyPC or another method. Before trying to connect, check the following points with the customer o Is the remote connection launched? o Are there screen savers configured? o Are there any changes that you’ve made to passwords? o Are there any changes in IP Address?  Errors messages: provide the complete text of the error message and/or a screen shot of the issue. Also, jot down the steps leading up to the error.  Reports: Provide the full name of the report, the menu path, the parameters used when attempting to generate the report, and a screenshot if possible.  Users affected: Is the problem confined to only a single person or does it affect everyone? Does the problem affect a single workstation or all?  Prior occurrences?  Frequency of the issue?  Account name: Boutique Hotel & Spa  Contact Name: Mr. Marco Romano  Status: New  Priority: What is actually happening to the operations? o Critical: Affecting all users or system unavailable o High: Affecting many users with nor work around o Medium: Performance issue or bug affecting some but not all users o Low: inquires about technical/ training issues, installation, or configuration Note: make sure your case notes are in English.
  • 61. P. 59 SpaSoft Distributor Guide, February 17, 2014 7. Determine if the problem is solved  If you solved it, close the case  If you could not solve it, then you have three options 1. Work on it yourself 2. Ask a support colleague to assist with solving 3. Escalate the case to PSMS L2 Support
  • 62. P. 60 SpaSoft Distributor Guide, February 17, 2014 PSMS Support This section includes information about how to reach the PSMS SpaSoft Support offices and how to escalate a case to PSMS L2 Support. How to reach the PSMS Support Offices How to Escalate a case to PSMS Support We understand that you won’t be able to answer every question that the customer has, so we have people at PSMS who can help out. PSMS Support provides support coverage 24 hours per day, 365 days per year. PSMS takes charge of any level of support that the customer needs beyond the L1 Support – Level 2 (L2) Support, Quality Assurance (QA), and Development. If you do need our help to solve a case, you need to escalate the case – i.e., send a case “up” to a higher-leveled support person at PSMS who has a greater depth of knowledge. Email for all offices: spasoftsupport@springermiller.com Asia and Pacific Regions (APAC) Location: Kuala Lumpur, Malaysia (GMT+7:00) Phone: Pager: +60 (3) 7956 9912 +6 (017) 2298 027 Hours: 8:00AM- 5:00PM Monday to Friday Emergency pager support on weekends. Holidays New Year’s Day Jan 1 Chinese New Year Jan 23,24 Proph Muhammed Birthday Feb 5 Thaipusam Feb 7 Labor Day May 1 Wesak Day May 5 King’s Birthday Jun 2 Nuzul Al Quran Aug 6 Hari Raya Puasa Aug 19,20 National Day Aug 31 Malaysia Day Sep 16 Hari Raya Qurban Oct 26 Deepavali Nov 13 Awal Muharram Nov 15 Sultan Selangor Birthday Dec 11 Christmas Day Dec 25 Europe, Middle East, and Africa (EMEA) Location: London, United Kingdom (GMT) Phone: Pager: +44 (0) 20 8607 0920 Hours: 9:00AM- 5:00PM Monday to Friday Emergency pager support on weekends. Holidays New Years’ Day Jan 2 Good Friday Apr 6 Easter Monday Apr 9 May Day Holiday May 7 Spring Bank Holiday Jun 4 Queen’s Diamond Jubilee Jun 5 Summer Bank Holiday Aug 27 Christmas Day Dec 25 Boxing Day Dec 26 Americas (USA, Canada, Mexico, and Caribbean) Location: Toronto, Canada (GMT-05:00) Phone: Pager: +1 (905)752-1800 Hours: 10:00PM Sun. through 10:00PM Fri. Pager support on weekends Holidays New Years’ Day Jan 2 Family Day Feb 20 Good Friday Apr 6 Victoria Day May 21 Canada Day Jul 2 Civic Holiday Aug 6 Labor Day Sep 3 Thanksgiving Oct 8 Remembrance Day Nov 12 Christmas Day Dec 25 Boxing Day Dec 26
  • 63. P. 61 SpaSoft Distributor Guide, February 17, 2014 Escalating in Salesforce To escalate, change the following in the case that you are working on:  Status: change to “Escalated – SpaSoft Support”  Owner: change to “Queue, SpaSoft Support” If no one has solved your case in a reasonable amount of time (around 48 hours), contact the following people in Salesforce using the “@” handler. Contact one at a time in the followingorder: 1. Joe Chueng 2. Penka Sevova 3. Rob Selwah
  • 64. P. 62 SpaSoft Distributor Guide, February 17, 2014 Request for Development (RFD) L1 Distributor Support L2 SpaSoft Support Status: “Escalated – SpaSoft Support” Change owner: Transfer this case owner: Queue , SpaSoft Support Quality Assurance Development PCR – Product Change request Defect or enhancement Passed back to L1 support for final handoff to customer
  • 65. P. 63 SpaSoft Distributor Guide, February 17, 2014 Terms and Definitions This section includes PSMS Talk, Legal dictionary, and Distributor Agreement Definitions. For a more general list including all PSMS terms in software, please visit Glossary of Terms.
  • 66. P. 64 SpaSoft Distributor Guide, February 17, 2014 PSMS Talk Term Definition 3rd party vendor /application/ interface 1st party = PSMS. 2nd party= customer. 3rd party = a group outside of the first two parties. Often, it’s a company that provides additional functionality to our software such as POS, PMS, credit card processing, marketing, sales and catering.  3rd party vendors: the companies supplying the property  3rd party application: the software product that the 3rd party installs within the property’s system  3rd party interface: an application layer that sits on top of PSMS software so that the PSMS software and interact with the 3rd party application Escalate Sending a support case “up” to a higher-leveled support person at PSMS who has a greater depth of knowledge L1 Support Level 1 Support – the first interaction with the customer when they have a problem. Distributors provide L1 Support PO Purchase Order. The document that you send PSMS after making the sale to the customer. It outlines what products you needs from PSMS and how much you owe PSMS. PSMS PAR Springer-Miller Systems. Springer-Miller Systems is a subsidiary of PAR and it represents the hospitality software sector of the company. Remoting in Using a software such as GoToMyPC to remote connect from one person’s computer (usually support) to the another person’s computer (usually user at a property). Then Support can gain access and go in to the property computer and make changes from far away. It’s like actually being at the user’s computer. Salesforce Object A unique area/ page to enter/find information and to track the changes of certain actions SF Salesforce (also abbreviated as SFDC). The customer relationship management tool that PSMS depends on for nearly all parts of its operations. SFDC Salesforce.com SLA Software License Agreement – a.k.a. the End User License Agreement (EULA) or the User License. It includes information on what the user can do with the software, under what conditions they can use the software, and what rights each has. STR Smith Travel Research is a research firm dedicated to building an extensive dataset of hotels, resorts, and spas. They provide vendors like us with information and they provide hotels with competitive set data in their popular STAR Report. Sublicense A license giving rights of production or marketing of products or services to a person or company that is not the primary holder of such rights. PSMS gives the distributor the rights to do this. The distributor cannot sublicense the software to
  • 67. P. 65 SpaSoft Distributor Guide, February 17, 2014 another company. SUPHOLD Support Hold. If distributor continues to not pay, then PSMS will put them on Support Hold (SUPHOLD) which means that they will receive no support help from PSMS. TTAF Talk to accounting first. “Talk to accounting first” (TTAF) if they want to continue receiving assistance for L2 Support. Once they have talked to accounting, then they get support. Learn more about SUPHOLD and TTAF
  • 68. P. 66 SpaSoft Distributor Guide, February 17, 2014 Distributor Agreement Definitions Products 1.1 Software products listed in Section I of Exhibit A, which is attached hereto and incorporated herein by reference. Products include Documentation as defined in Section 1.2 and Improvements as defined in Section 1.3. PSMS, in its sole discretion, may add Products to, or delete Products from, Section I of Exhibit A upon written notice to Distributor. Documentation 1.2 Technical information or materials in written, graphic or machine- readable form developed or acquired by PSMS relating to the use or operation of any one or more modules of the Products. Improvements 1.3 Improvements of the program organization and version of the Products, the adaptation of the Products to new or changed statutory regulations, revisions of the Products and correction of Errors as defined below. Error 1.4 Means any significant reproducible error of the Products which prevents said Products from operating substantially in accordance with the specifications set forth in the Documentation. Customer Hotel, resort, and/or spa properties that have entered into a Customer Agreement and a Software License with Distributor. Customer Agreement 1.5 The agreement entered into between Distributor and the Customer for the sublicense of Products, which shall include implementation and training services to be provided by Distributor and on-going support and maintenance of the Products during the term of the Customer Agreement. Software License PSMS’s then current license agreement for Customers, the current version of which is attached hereto and incorporated herein as Exhibit C Third Party Software those computer software programs owned by third party producers listed in Section II of Exhibit A Territory Those countries, or the defined portions of countries, listed in Section III of Exhibit A. Authorized Location 1.6 Those office locations set forth in Section IV of Exhibit A. During the term of the Agreement, Distributor may not move or close an Authorized Location without PSMS’s prior written consent, which shall not be unreasonably withheld. Excluded Accounts 1.7 Accounts or hotel/spa properties listed in Section I of Exhibit B. Level 1 Support means those services rendered by Distributor to Customers as described in Section 4.8 Level 2 Support 1.8 Means those services rendered by PSMS to Distributor as described in Sections 5.6 and 5.7.
  • 69. P. 67 SpaSoft Distributor Guide, February 17, 2014 Affiliates all companies, natural persons, partnerships and other business entities controlled by, under common control with or controlling either Party to this Agreement Sales Quota 1.9 The minimum sales target dollar amount and the minimum number of new system implementations of Products set forth in Section III of Exhibit A. The following shall count towards Distributor’s Sales Quota: (a) for all non- Corporate Accounts, the US$ list value of the License Fees associated with the Products sold, (b) for all Corporate Accounts, the US$ list value of the License Fees associated with the Products sold less the negotiated discount, and (c) the US$ MSRP of the Third Party Software. Notwithstanding the foregoing, sales to those Corporate Accounts set forth in Section II B of Exhibit B shall not count toward the Sales Quota.
  • 70. P. 68 SpaSoft Distributor Guide, February 17, 2014 Legal Dictionary Term Definition Covenant Solemn (formal or dignified) promise to engage/ refrain from a specific action. Deleterious Causing harm or damage. FCPA United States Foreign Corrupt Practices Act: states that US companies cannot personally or through other companies, bribe others in foreign countries. Hereto To this matter Indemnify Pay for court fees or lawsuit settlements Material breach Any failure to perform that permits the other party to the contract to either compel performance, or collect damages because of the breach. MNDA – Mutual non- disclosure agreement This means that whatever is talked about or shown in the business situation that the MNDA is for cannot be discussed outside of the environment. Notwithstanding In spite of Obligate Bind (through property or funds) Proprietary Of or relating to an owner. (I) a trade secret, confidential or proprietary information, (ii) not publicly known, and (iii) is either (a) annotated by a legend, stamp or other written identification as confidential or proprietary information or (b) identified at the time of an oral disclosure as confidential or proprietary (hereinafter referred to as "Proprietary Information") Purport Falsely claim to do something Pursuant In accordance Title 17 – Copyright of US code. Work made for hire: Section of US Code Title 17 that states if a company hires someone to make something, then the hiring company owns that something. For example, if we were to higher you to build a software module for us, that software module would legally be ours, unless otherwise noted.

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