Partner FAQ FAQ partenaire
Answers before you present the service.
Straight answers from the Canadian bilingual channel seat: what the public model includes, what stays your decision, and what still needs agreement.
Language and client experience Langue et expérience client
Our clients are in Québec and Ontario. Can one service really run in both languages?+
Yes, at the operating level this door is built for: each account declares its working language at onboarding, requests and return notes keep that language, and your practice validates client-visible terms. What is not promised: automatic coverage of every schedule or channel — scope and commitments are still agreed.
Is the French real Canadian French?+
The service works in Canadian French written for professional use — the register your Québec and francophone clients expect in work correspondence. Client-visible wording is validated with your practice during onboarding, so terms stay faithful to what you already sell.
Can our practice work in English while a client account runs in French?+
Yes — that is the normal channel case this door exists for. The account language serves the client; your internal brief and escalation can stay in your team’s language. The tool on the Readiness page produces the internal brief in either language for exactly this situation.
Does white-label presentation hold up with a bilingual client base?+
Presentation depends on the agreed model and what your practice promises; white label never justifies a misleading statement. What matters operationally: who owns the relationship, who handles work, and how information moves — with the same answer in both languages.
Money, access, and lifecycle Argent, accès et cycle de vie
Do the $39 / $49 CAD anchors cover everything — and do they change with language?+
They are monthly per-user anchors for two public foundations, the same in both official languages. Environment, projects, hardware, access, and special requirements still change the work that needs framing; your client’s invoice remains your commercial decision.
Who speaks with the client when a decision is needed?+
Your practice normally keeps the commercial conversation and changes to the promise. The workflow names who receives escalation and decides whether work continues, changes form, or becomes a separate project.
What must stay out of the partner brief?+
Passwords, keys, recovery codes, tokens, tenant secrets, and unnecessary personal data. Access follows an authorized technical path separate from the commercial brief.
Can we present this to clients as a SOC or incident response?+
No. Security baselines and review in Plus must not be represented as 24×7 SOC monitoring, certification, or incident response unless those functions are explicitly agreed elsewhere. Your client-facing promise should describe rigour you can actually stand behind.
How does an account start?+
The partner aligns the offer, prepares context, names owners, validates a sample path, and confirms access. Launch happens when those decisions are closed, not on a universal date.
How does service end?+
A useful exit lists open work, materials to return, access to remove, their owners, and the next contact point. The exact procedure is confirmed in account context.