The channel partner has a key role to play as an intermediary between Eralis and the end user. The channel partner knows the business processes and software configuration of the end user and overall how all the aspects of the end user system fits together to provide a comprehensive solution for the end user. In many situations, the product developed by Eralis may be only one of potentially many parts of the solution.
Regarding Eralis software, and as detailed in Section 4 of the Eralis Reseller partner agreement, the channel partner has the responsibility to:
- Provide first and second level support to the end user.
- Keep themselves up-to-date with Eralis training material provided.
- Review the online self-help options prior to raising a support issue.
- Log any support issues in the Eralis online support system.