Channel Exchange Announcement
Partner FAQs
Are there any upcoming changes to Channel Exchange’s CSP status?
None. This is a rebranding and update to our platform. We are maintaining the same relationship with all our suppliers and will continue business as usual. Our team will still offer the personal support of your regional business manager, account manager, and pre-sale and post-sale contacts. In fact, we are expanding our team to bolster your support and make your experiences even better.
Will this impact my current customers?
Not at all. The branding is simply a name change and the platform will migrate with all your existing customers and their associated licensing, including the customers' account details, billing information, and their current licenses and subscriptions. We will also maintain their current terms with any annual licensing, to retain the integrity of their original contracts.
Will the current line card change?
Great news! We are excited to announce we have already expanded our line card starting with CloudSoda and will continue to support all our existing suppliers. Our new platform empowers us to efficiently onboard valuable new suppliers, providing a one-stop-shop experience for your end customers.
What should I expect with the upcoming launch?
Our plan is to provide a weekly update informing you of the schedule, features, benefits, and more-comprehensive FAQs. These communications will also provide potential action items during the period of transition. If you have any specific questions, please reach out to our regional account manager or email channelexchangesales@scansource.com.
Is there training on how to use the platform?
Yes. We will offer a variety of ways to get you and your team on board with the new platform. We will provide a combination of session training, FAQ resources, Knowledge Base access, and recorded videos to help your team learn the ins and outs of our new platform. In addition, we will continue to offer the white-glove service you love from our team.
What changes to commission should I expect?
At this time, there are no changes to how you are paid regarding commissions.
How will my billing change with the new platform?
There will be no changes for November and December. The first billing change will take effect in January 2025.
These changes will include a consolidated report that will be accessible on the 15th of each month. All bills will be automatically sent through Business Central to the designated contact.
How do I resubmit my tax certification?
To ensure our records are up to date. and to apply the appropriate sales tax exemptions to your purchases from Channel Exchange, we kindly request copies of your most-recent sales tax exemption certificates. Please email copies of your sales tax exemption certificates to: channeltax@scansource.com.
When does the new platform launch?
Our official go-live date is Monday, December 9, 2024. Trainings will be available starting that same week and all resources will be online.
Will I have different login credentials?
Yes, you will be able to log in to the new platform using your own email and password during the registration process.
Will there be training for the new platform?
Yes, we have setup multiple training sessions for everyone to attend at their convenience.
Here are the available scheduled sessions:
Tuesday, December 10, 2024
- 9:00 – 10:30 am ET
- 11:00 – 12:30 pm ET
- 1:00 – 2:30 pm ET
Thursday, December 12, 2024
- 9:00 – 10:30 am ET
- 11:00 – 12:30 pm ET
- 2:00 – 3:30 pm ET
Tuesday, December 17, 2024
- 9:00 – 10:30 am ET
- 10:30 – 12:00 pm ET
- 12:00 – 1:30 pm ET
Thursday, December 19, 2024
- 10:00 – 11:30 am ET
- 11:30 – 1:00 pm ET
- 2:00 – 3:30 pm ET
If you are interested in attending one of the sessions, please reach out to your account manager and he or she will send out the corresponding invite.
Will I have full functionality to order, cancel, upgrade and manage existing licenses?
Yes, you have full control of managing your licenses just as you did with our prior platform. Additional information for each scenario is provided below:
For steps on how to change the quantity for licenses, please click here.
For steps on how to increase or reduce annual licenses, please click here.
For steps on how to cancel an order, please click here.
Will I have to recreate any customer details or orders on the new platform?
No, this will be handled via the migration with our platform provider. Non-MS resellers and end customers will also be automatically migrated.
Will I need to re-enter my MPN?
No, this will be handled via the migration with our platform provider, which automates the sync of Partner Center and our new platform.
Will my staff still have the ability to log in and order licenses?
Yes, your staff will still be able to place a license order. For more information on how to create an order, please click here.
Will the licenses be provisioned as quickly as in CASCADE?
Yes, the licenses for all our integrated suppliers such as Microsoft, Exclaimer, LastPass, Bitdefender, Acronis, and BitTitan will be provisioned in a similar manner. Your clients will have access to their purchased licenses in a timely manner.
Will the new platform offer all of intY’s existing licenses and vendors?
Yes, you will have access to all the existing licenses and vendors you previously had.
Will the process of adding a new client change?
Yes, there will be changes made to how you invite your customers/users to the platform. For step-by-step instructions, please click here.
Will the process of onboarding and ordering for my customers change?
Yes. During the first rollout all TA, partners will be required to submit their order via email indicating the end user and product required. This feature will be limited until mid-January, whenwe will release full access for onboarding and ordering/managing your licenses as expected. In addition, we will provide training and support during the transition.
Will there be any changes to reseller accounts?
No, there will be no major changes that will affect your reseller accounts. You will have access to better features and functionalities through our new platform.
Will this change affect current terms with customers and their annual agreements?
No, there will be no effect on current terms for customers with annual Microsoft agreements.
Will we have 24-hour access and support with the new platform?
The platform will be accessible 24/7 and our support hours are 9:00 am – 6:00 pm ET.
Will we have the ability to set user privileges in the new platform?
Yes, you can set permissions as a reseller or customer. For more information on how to assign privileges, please follow the instructions provided here.
How can I create a Microsoft Tenant Domain for a Customer Organization?
To create a Microsoft Tenant Domain for a Customer Organization, please log into the portal on your customer’s behalf and follow the instructions provided here.
How do I add customers to the platform?
You can add a new customer to your company directly on our platform by logging into your account and following the detailed step-by-step instructions provided here.
What additional features will the platform offer that currently are not offered within CASCADE?
Below are some of the new features that are available on this platform.
White Labeling - Link
Notifications - Link
User Permissions and User Management - Link
Reports - Link
Reseller and Customer Invoicing - Link
Snapshot Activity Dashboard for Admin Tracking - Link
What other changes can we expect?
There are many new functionalities available on this platform. Some new options that will now be available to our partners include:
End-customer quoting option: Quotes approved by end customer will automatically place order. For more information regarding this option, please click here.
You can white label the customer interface within the platform. For more information regarding this option, please click here.
You have more robust reporting options which pull from Power BI that can be viewed in the platform or exported for your convenience. Below are a few report options available:
Order Status Report - please click here.
Subscription Report - please click here.
How to Read a Report - please click here.
How to Obtain a NCE Price List Report - please click here.
Will end users have the ability to purchase and manage their licenses?
Yes, end users will be able to purchase and manage their own licenses. For more information on how to create an order, please click here.
Will I be able to run reports on the new platform?
Yes, our platform will offer a variety of reports for our resellers. These reports are available for download and can be emailed directly to the partner or end user. Currently, there is no option to automate these reports. For more information, please click here.
Will I have access to all the licenses offered by intY without having to ask them to be added to CASCADE?
Yes, you will have access to the majority of the licenses offered, which will be preloaded to the platform for your convenience.
What are the new support hours?
The new support hours are Monday through Friday, 9:00 am – 6:00 pm ET.