Partner Model
The Netgraph Connectivity Platform is delivered to organizations through Netgraph partners. Netgraph is the Platform Owner. A partner sells service licenses to organizations and, depending on the partner type, takes on a defined share of support and service delivery. This section sets out the partner model so that responsibilities and data access are clear in a contractual context.
At a glance
- Owner
- Netgraph is the Platform Owner
- Partner types
- License partner · Managed partner
- Support split
- License: Netgraph supports the end customer directly. Managed: partner 1st and 2nd line, Netgraph 3rd
- Data access
- Managed partners access data needed to deliver; the customer stays controller
Partner types
Section titled “Partner types”There are two partner types, and the type determines support responsibilities and the applicable service level fees.
- License partner. A commercial relationship: the partner sells and packages the service to the organization and does not carry a support obligation. Netgraph provides support directly to the end customer.
- Managed partner. A delivery relationship: the partner operates the service on the organization’s behalf and provides first-line and second-line support, with Netgraph providing third-line support. Managed partners use the Managed Service Portal to manage their customer organizations.
The division of support tiers is set out in full in Support and Responsibility Allocation.
Data access
Section titled “Data access”Partner access to customer data is scoped to what the partner type requires:
- A license partner is engaged commercially and does not require operational access to end-customer personal data.
- A managed partner may access the data needed to deliver and support the service, and is contractually bound to equivalent security obligations.
The customer remains the data controller throughout. Data protection roles and obligations are defined in the Privacy Annex and summarized in Security and Data Protection.
Where partners fit in the hierarchy
Section titled “Where partners fit in the hierarchy”A partner sits above the organizations it serves in the platform hierarchy. The partner manages its own settings and the organizations under it, while each organization manages its own administrators, settings, and service contexts. See Tenant and Organization Structure.
Related sections
Section titled “Related sections”- Learning Center how-to guides: step-by-step provisioning walkthroughs for Service Delivery Engineers, from creating a tenant to inviting the customer admin, with the network path for each service (sign-in required).
- MSP Portal: the portals partners use to manage customers and orders.
- Support and Responsibility Allocation: the full support and SLA model.
- Security and Data Protection: data roles and protection.
- Licensing and Service Levels: how services are licensed through partners.