Zimbra Partner Program Guide

Effective Date: May 2015

Table of Contents
Introduction 2
Why Partner with Zimbra? 2
A Quick Snapshot of Zimbra  2
Partnering Types and Designation Levels 3
Zimbra Product Order Processing 4
Partner Program Benefits 4
Partner On-Boarding and Enablement 5
Partner-use Licenses 5
Partner Support and Services 6
Getting Started and the Partner Application Process 6
Zimbra Partner Lead Registration Process 7
Zimbra Partner Lead Registration Dispute Resolution Policy 7
Zimbra Partner Portal and Community 7
Appendix A: Value Added Reseller (VAR) Requirements and Benefits 8
Appendix B: Distributor Requirements and Benefits  11
Appendix C: Business Service Providers (BSP) Benefits and Requirements 12
Appendix D: Aggregator Benefits & Requirements 15
ADDITIONAL PARTNER PROGRAM NOTES 16

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 1

Introduction
Welcome to the new Zimbra Partner Program. Partners are critical to our success as a leading global
provider of communication and collaboration solutions to organizations and service providers – over
90% of Zimbra sales are through our value-added reseller and hosting partners. We are committed to
our channel partners, given the critical role you play in our go-to market strategy and overall success.

In the Zimbra Partner Program Guide you will find:

• An overview of the Zimbra Partner Program
• A description of Partner Program benefits for each membership level
• A description of partnering requirements for each membership level
• Information regarding the application and enrollment processes
• Information regarding the ordering process
• Information regarding opportunity registration

Why Partner with Zimbra?

When you partner with Zimbra, we strive to help you:
• Increase your revenue, gain new customers and enter new markets
• Increase your services and add value to your solution offerings
• Associate your business with a proven leader in collaboration and community software
• Gain a competitive edge
• Expand your skills and attain new competencies with our training and certification program
• Improve client relationships and loyalty

A Quick Snapshot of Zimbra

Zimbra develops collaboration and community software that enables people and organizations to be
more productive. Zimbra eliminates the need for disparate communication tools and breaks down cross-
department collaboration barriers by offering an integrated suite of solutions for email, calendaring,
file sharing, activity streams, social communities, search and analytics. With technology designed for
social, mobile and the cloud, Zimbra gives individuals the flexibility to work from virtually anywhere, via
computers, tablets and mobile phones.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 2

Partnering Types and Designation Levels
Zimbra’s Partner Program was developed with the features most important to our partners: the highest
quality solutions and services delivered through a program designed to maximize client opportunities
and partner rewards. Zimbra partner program qualification requirements ensure the highest quality
standards are held by companies that represent and resell the Zimbra solutions and services. There are
four channel partner types recognized by Zimbra. They are:

• Value Added Resellers (VARs): VARs provide value added sales and services to Zimbra end-
customers, across multiple geographies and industry verticals. There are three designations levels
for VARs: Authorized, Silver, and Gold. VAR Requirements and Benefits are listed in Appendix A: Value
Added Reseller (VAR) Requirements and Benefits.
• Distributors: Distributors provide software distribution services for Zimbra necessary to increase
Zimbra’s capacity to recruit, onboard and enable VARs. Distributors accept payment in local
currencies and handle collections. Distributor Requirements and Benefits are listed in Appendix B:
Distributor Requirements and Benefits.
• Business Service Providers (BSPs): BSPs are partners who host mailboxes for end-users in a
multi-tenant, white labeled environment. There are three levels for BSPs: Authorized, Silver, Gold,
Platinum. BSP Requirements and Benefits are listed in Appendix C: Business Service Providers (BSP)
Requirements and Benefit.
• Aggregators: Aggregators are similar to Distributors but are contractually authorized to “rent”
mailboxes and provide tools & process to help Business Service Providers (BSPs) “aggregate” their
monthly reporting. Aggregator Requirements and Benefits are listed in Appendix D: Aggregator
Requirements and Benefits.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 3

Zimbra Product Order Processing

• Zimbra primarily implements a 2-tier software distribution model. Zimbra has established
Distributor & Aggregator relationships globally and regionally so Value Added Resellers (VARs) and
Business Service Providers may place orders through Distributors in the local language and currency.
As a Zimbra Partner, you can represent and sell all Zimbra product offerings. Certain 3rd party
products are not eligible for resell.
• Zimbra Territory Managers and Sales Executives will work with partners to win new business.
Customer orders will be placed through the VAR or BSP with payment and distribution being
handled by the Distributors or Aggregators.

End Customer End Customer

1 Value Added Business Service

Reseller (VAR) Provider (BSP)

2 Distributors Aggregators

Zimbra Zimbra

Partner Program Benefits

Through the Zimbra Partner Program, you will have access to a variety of benefits to assist you in
developing your expertise in Zimbra’s selling and supporting solutions.

As your commitment to and knowledge of Zimbra grows, the marketing, sales and training benefits you
receive from Zimbra will also grow. VARs and BSPs that achieve the qualification requirements will be
able to work towards achieving higher membership level with more benefits. For example, Authorized
VARs can progress to Silver or Gold VAR status, Authorized BSPs can progress to the Silver or Gold status.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 4

Depending on a Partner’s partnership relationship with Zimbra, the partner may qualify for specific
benefits listed below.
• Membership in Zimbra Partner Community
• Identification as a Zimbra Partner on Zimbra.com
• Not for Resale (NFR) Zimbra licenses for development, testing, and demo purposes1
• Discounted Internal Use Licenses (IULs) for production-use2
• Sales and Marketing Support (Webinars, local event support, joint marketing, online community,
collateral with co-branding options available)
• Regular training events and scheduled sales communications
• Participation in partners-only webinars
• Administrative and Technical training
• Opportunity to graduate to an advanced level signifier such as Gold based on factors like annual
revenues produced, proven track record in end-customer satisfaction, product certification or more.
• Ability to use Zimbra logo in Partner’s marketing, subject to Zimbra’s usage guidelines
• Deal Registration and Protection
• Sales Engineering Support

Note: Partnership benefits are subject to change at any time.

1. Requires execution of Zimbra Software License Agreement. Non-Production Licenses provided to
partners are for the purposes of developing applications, to learn how to use the product, and to
create demonstrations.
2. Partner licenses are limited compared to a purchased license.

Partner On-Boarding and Enablement

Zimbra on-boarding, enablement and training program(s) can help accelerate your time to results. Upon
joining the program, a Zimbra Territory Manager will collaborate with you to produce an on-boarding
plan and help you start earning top incentives and secure license sales and services engagements quickly.
One of the first steps to on-boarding and enablement is to participate in the partners-only Zimbra
Partner Portal where you’ll find helpful resources and the opportunity to interact with partner peers and
Zimbra employees.

Partner-use Licenses
Zimbra Partners have access to licenses for demonstrations and customer test accounts. These Not
For Resale (NFR) licenses are not for internal company use or resale. Contact [email protected] to
request NFR licenses.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 5

For Zimbra Partners that wish to use Zimbra products for internal production use, licenses are available
for purchase at a 50% discount. These Internal Use Licenses (IULs) are not for resale. Contact
[email protected] to receive a quote for IUL licenses.

Partner Support and Services

Zimbra provides world-class support and customer service to its customers and partners. There
are multiple types of support available to partners including Customer Support, Pre-Sales Support,
Implementation Support and Post-implementation Support.

• Customer Support: Partner may request customer support from Zimbra on behalf of an end-
customer provided the Service and Maintenance Contract for the Zimbra is current and in good
standing. Customer Support is provided according to the program parameters shown on
http://www.zimbra.com/support/support_overview.html.
• Pre-Sales Support: Partner may request pre-sales support for opportunities that have been
registered with Zimbra and accepted as a protected lead by Zimbra. The level of support and amount
of resources will be allocated at the discretion of Zimbra considering factors such as deal size,
strategic value, and probability to win the business.
• Implementation Support: Partner may request assistance for implementation support on an as-
needed basis. Depending on the level of assistance requested and the amount of resources required,
professional services fees may apply. Zimbra recommends partners invest in training and education
to stay current on Zimbra products and strive for self-sufficiency to continually increase the quality
of service and value offered to end-customers.

Getting Started and the Partner Application Process

To become a Zimbra Partner, you must apply, and then be approved by Zimbra, following these steps:
1. Apply to become a Zimbra Partner with the online application found at Zimbra.com/Partners
2. Zimbra will review your application and contact you, typically within three business days, to gather
more information and qualify you as a candidate for a Zimbra Partnership. VARs must also be
approved by an authorized Distributor, and Business Service Providers by an Aggregator, before
being admitted to the Zimbra Partner Program.
3. If approved, you will be provided with the appropriate Zimbra partner agreement according to the
partner type you are approved for. As part of the Zimbra Partner Program enrollment process, you
will be required to consent to the terms of the Zimbra Partner Agreement. Partners must maintain
compliance with the Partner Agreement throughout their partner relationship with Zimbra.
4. Once the Zimbra Partner Agreement is signed and accepted by Zimbra, you will be welcomed into
the Zimbra Partner Community at Zimbra.com/Partners and the on-boarding process will begin.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 6

Zimbra Partner Deal Registration Process
Zimbra recommends Value Added Resellers (VARs) register new partner-sourced opportunities using a
process defined in the Partner Community at Zimbra.com/Partners. Registering new opportunities with
Zimbra has its benefits including partner revenue credit towards quota, pre-sales support as needed, and
a discount on the license order.

• Opportunity registration begins by going to the Zimbra Partner Portal and selecting the option to
register an opportunity. Once an opportunity is registered, Zimbra will reconcile it against any
existing leads or register it as a new lead. If a lead exists already the registration will be denied. If a
new lead is generated, the registering partner will receive credit and the benefits of lead registration.
Zimbra will notify the registering partner within three (3) business days of its receipt if lead is
accepted or denied.
• For new leads that convert to a closed and won opportunity, the partners will receive a discount on
the software order at the time the distributor places the order with Zimbra.

Zimbra Partner Lead Registration Dispute Resolution Policy

Zimbra strives to help our partners close business. Occasionally there will be cases where more than one
Zimbra Partner is calling on the same prospect. In these cases, Zimbra will manage the sales process as
follows:

• The Zimbra Partner who registered the lead first will receive sales support from Zimbra. This
includes product demonstrations, assistance with quoting, and technical discussions with the
prospect.
• Zimbra will not prevent another partner from calling on the prospect. The second partner will not
receive sales support from Zimbra.
• If the prospect requests, in writing, that Zimbra support the second partner rather than the first,
Zimbra will accommodate the request and notify both partners.
• If the second partner, without the support of Zimbra, closes the deal Zimbra will notify the first
partner as a courtesy.

Zimbra Partner Portal and Community

Zimbra maintains a Partner Portal and Partner-only Community to provide partner program updates,
enablement materials and supporting resources. Each Partner Community user is provided with a unique
Partner Community Member ID and must be associated with a valid company domain email address in
the individual member profile.

To remove users from the Partner Community, send an email to [email protected] with the subject
title “Deactivate User.” Please include the user’s name and email address.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 7

Appendix A: Value Added Reseller (VAR) Requirements and Benefits

Authorized Silver Gold

VAR Program Requirements:
VAR VAR VAR

Annual New Sales Revenue Paid to Zimbra to Earn and Retain USD
Authorized
Silver Level $100,000 or
Reseller Level Status Level
Requirement as otherwise
At the end of Fiscal Year 1 (July 31), Reseller must have achieved its Requirement
50k-99k specified by
minimum Annual New Sales Quota to qualify for Gold status. up to 49k
Zimbra

Customer Support: 24x7 phone/pager access for customers’

emergency outages
Resellers must provide customers with access to Reseller support
resources in case of catastrophic system failures or outages.

Customer Support: Resellers must provide phone support

for customers
Zimbra requires Gold Resellers to provide customers with phone
support.

Basic Sales Training No Certs 2 Sales Certs 4 Sales Certs

When the new Zimbra curriculum is available. Required Required Required

Technical Training: No Certs 1 Technical 2 Technical

When the new Zimbra courseware and curriculum is available. Required Cert Required Certs Required

Customer Satisfaction: Maintain top customer

satisfaction rating
Gold Resellers must maintain top customer satisfaction ratings
measured by a pre-approved customer satisfaction survey and
interview methods.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 8

 Authorized Silver Gold
VAR Program Benefits:
VAR VAR VAR

Marketing Development Funds (MDF)

At times, Zimbra may make Market Development Funds available to
certain Gold Resellers. These are one-off marketing contributions
that are made available, at Zimbra’s discretion, for specific marketing
activities.

Internal Use License (IUL) -- 50% Discount (not for resale)

Zimbra offers Resellers and Distributors IULs at a discounted rate.

Not for Resale License (NFR) – Limited License for Demos &
Customer Test Accounts (not for IUL or for resale)
Zimbra issues limited licenses to Resellers that wish to use Software
for demonstration or non-production use.

25% Discount on Training

Zimbra Resellers receive discounts on Zimbra-led training.

Priority for Lead Referrals from Zimbra

Zimbra prioritizes and distributes Zimbra-sourced leads to Resellers
Resellers receiving leads from Zimbra are obligated to provide
periodic updates as requested by Zimbra as to the status of those
leads.

Priority Referral of Services/Consulting from Zimbra

Zimbra prioritizes and distributes Zimbra-sourced services
opportunities to Resellers.

Priority Listing on Zimbra Partner Directory

Zimbra promotes Gold Resellers on Zimbra.com.

Priority for Partner Press Release/PR, and Case Studies

(including linking from Zimbra blog and social media
channels)
Zimbra prioritizes joint-marketing efforts for Gold Resellers.

Co-selling Support (as approved by Zimbra)

Zimbra provides co-selling assistance on a case-by-case basis for deals
registered via the Partner Portal.

Zimbra Partner Logo for use on website, collateral, business

cards, etc.
Zimbra allows use of its logo on Reseller materials subject to Zimbra’s
branding policies.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 9

 Authorized Silver Gold
VAR Program Benefits:
VAR VAR VAR

Zimbra Sales & Marketing Materials & Tools, with Ability for
Localization and Partner Logo
Zimbra makes sales and marketing materials and tools available
through the Partner Portal.

Partner Welcome Pack (Onboarding and “Road to Success”

plans, etc.)
Zimbra works with Resellers to promote time-to-revenue and long
term success.

Zimbra Partner Portal Access

Zimbra has a Partner-only Partner Portal where Resellers receive
business and technical updates, have access to collateral and
materials, and network with other Resellers on best practices.

Periodic Partner-Only Webinars and Communications

Zimbra provides Partner-only Webinars and communications to foster
a knowledgeable and capable Partner ecosystem.

Zimbra Advantage Level Support

Zimbra provides Advantage Level Support to Resellers, for issues
arising at customers of Zimbra commercially licensed software.

Zimbra Premium Level Support

Zimbra provides Premium Level Support (which may be by another
name designated by Zimbra) to Gold Resellers that have successfully
completed a Zimbra technical training course.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 10

Appendix B: Distributor Requirements and Benefits

Distributor Program Requirements: Distributor

Minimum Annual Sales revenue paid to Zimbra to earn and retain partner level status
Zimbra Partners will be evaluated for sales volume potential at the start of Year 1 and placed Varies by
accordingly. At the end of Year 1, Partner must have achieved minimum annual sales level to location
qualify for placement.

Basic Sales Training (when available): 1 rep certified in Zimbra basic sales + 1 in
basic tech. sales
When the new Zimbra courseware and curriculum is available, partners are required to
complete basic sales and technical sales training.

Advanced Sales Training (when available): 1 rep certified in advanced sales & tech
sales
When the new Zimbra courseware and curriculum is available, partners are required to have at
least 1 representative complete advanced sales and technical sales training.

Customer Satisfaction: maintain top customer satisfaction rating

Zimbra requires partners to maintain top customer satisfaction ratings measured by a pre-
approved customer satisfaction survey and interview methods.

Distributor Program Benefits: Distributor

Internal Use Licenses (IUL) -- 50% Discount (not for resale)

Zimbra offers VARs and Distributors IULs at a discounted rate.

Not for Resale Licenses (NFR) -- Limited license for demos & customer test accts (not
for IUL or for resale)
Zimbra issues limited licenses to partners using Zimbra software for demonstration or non-
production use.

25% Discount on Training

Zimbra Partners receive discounts on training.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 11

Appendix C: Business Service Providers (BSP) Benefits and Requirements

Authorized Silver Gold

BSP Partner Requirements & Discounts
BSP BSP BSP

Minimum Monthly Spend (for new BSPs) US US US

Minimum Monthly Spend (for new BSPs) to earn and retain partner
level dependent discounts. $200/mo. $1000/mo. $5000/mo.

Minimum Annual Sales revenue paid to Zimbra to earn and

retain partner level status (for existing BSPs)
Zimbra Partners will be evaluated for sales volume potential at start Varies Varies Varies
of year one and placed accordingly. At the end of year 1, Partner must
have achieved minimum annual sales level to qualify for placement.

Marketing Development Funds (MDF)

Zimbra provides funds, at its discretion, for Market Development
programs on case by case basis for top performing partners.

Internal Use Licenses (IUL ) -- 50% Discount (not for resale)

Zimbra offers Internal Use Licenses (IULs) at a discounted rate.

Not for Resale Licenses (NFR) -- Limited license for demos &
customer test accts (not for Internal Use and not for resale)
Zimbra issues limited licenses to partners using Zimbra software for
demonstration or non-production use.

25% Discount on Training

Zimbra Partners receive discounts on training.

Customer Support: Partner must provide email- and phone-

based support for customers
Zimbra requires Service Provider partners to provide customers with
email- and phone-based support.

Basic Sales Training No Certs 2 Sales Certs 4 Sales Certs

When the new Zimbra curriculum is available. Required Required Required

Technical Training No Certs 1 Technical 2 Technical

When the new Zimbra curriculum is available. Required Cert Required Certs Required

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 12

 Authorized Silver Gold
BSP Partner Requirements & Discounts
BSP BSP BSP

Customer Satisfaction: Maintain top customer satisfaction

rating
Zimbra requires partners to maintain top customer satisfaction
ratings measured by a pre-approved customer satisfaction survey and
interview methods.

Priority for lead referrals from Zimbra

Zimbra prioritizes and distributes Zimbra-sourced leads to partners.
Note: Deal Registration Discounts do not apply to Zimbra-sourced
deals.

Priority Listing on Zimbra Partner Directory

Zimbra promotes Silver and Gold partners in the Zimbra Partner
Directory on Zimbra.com.

Priority for partner press release/PR, and case studies

(including linking from Zimbra blog)
Zimbra prioritizes joint-marketing efforts for premium status
partners.

Co-selling support (as approved by Zimbra)

Zimbra provides co-selling assistance on a case-by-case basis for deals
registered via the Zimbra Partner Portal.

Zimbra Partner logo for use on website, collateral, business

cards, etc.
Zimbra allows use of its logo on partner materials subject to Zimbra’s
branding policies.

Zimbra sales & marketing materials & tools, with ability for
localization and partner logo
Zimbra makes sales and marketing materials and tools available
through the Zimbra Partner Portal.

Partner Welcome Pack (Onboarding and “Road to Success”

plans, etc.)
Zimbra works with partners to promote time-to-revenue and long
term success.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 13

 Authorized Silver Gold
BSP Partner Requirements & Discounts
BSP BSP BSP

Zimbra Partner Portal Access

Zimbra has a partner-only Zimbra Partner Portal where partners
receive business and technical updates, have access to collateral and
materials and network with other partners on best practices.

Periodic Partner-Only Webinars and Communications

Zimbra provides partner-only Webinars and communications to
foster a knowledgeable and capable partner ecosystem.

Zimbra Advantage Level Support

Zimbra provides Advantage Level Support (which may be by another
name designated by Zimbra) to Registered VARs, for issues arising at
customers of Zimbra commercially licensed software.

Zimbra Premium Level Support

Zimbra provides Premium Level Support (which may be by another
name designated by Zimbra) to Gold Resellers that have successfully
completed a Zimbra technical training course.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 14

Appendix D: Aggregator Benefits & Requirements

Aggregator Program Requirements: Aggregator

Minimum Annual Sales revenue paid to Zimbra to earn and retain partner level status
Zimbra Partners will be evaluated for sales volume potential at the start of Year 1 and placed Varies by
accordingly. At the end of Year 1, Partner must have achieved minimum annual sales level to location
qualify for placement.

Basic Sales Training (when available): 1 rep certified in Zimbra basic sales + 1 in
basic tech. sales
When the new Zimbra courseware and curriculum is available, partners are required to
complete basic sales and technical sales training.

Advanced Sales Training (when available): 1 rep certified in advanced sales & tech
sales
When the new Zimbra courseware and curriculum is available, partners are required to have at
least 1 representative complete advanced sales and technical sales training.

Customer Satisfaction: maintain top customer satisfaction rating

Zimbra requires partners to maintain top customer satisfaction ratings measured by a pre-
approved customer satisfaction survey and interview methods.

Aggregator Program Benefits: Aggregator

Internal Use Licenses (IUL) -- 50% Discount (not for resale)

Zimbra offers VARs and Distributors IULs at a discounted rate.

Not for Resale Licenses (NFR) -- Limited license for demos & customer test accts (not
for IUL or for resale)
Zimbra issues limited licenses to partners using Zimbra software for demonstration or non-
production use.

25% Discount on Training

Zimbra Partners receive discounts on training.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 15

ADDITIONAL PARTNER PROGRAM NOTES
Partner agrees that Zimbra may publish Partner’s name and contact information on the Zimbra Partner
Directory, and may reference partner as a member of the program using Partner’s logo, subject to
reasonable trademark and logo usage.

Zimbra reserves the right to modify the Zimbra Partner Program, including all tracks, partnership
levels, and specializations, at its sole discretion. Although Zimbra attempts to ensure the accuracy of
the information contained in this Program Guide, occasional corrections or updates may be required by
Zimbra. Zimbra reserves the right to make such corrections or updates on an as-needed basis by posting
such updates to the Partner Center. Partners agree that they are responsible for compliance with the
terms of the Zimbra Partner Program Guide and the Partner Agreement.

Copyright © 2015 Zimbra. All rights reserved. Zimbra Partner Program 16