1. Purpose
This SOP outlines the process for handling cases where a customer relationship is transferred from one partner to another. The aim is to ensure consistency, fairness, and transparency while protecting NordicScreen’s most important asset: its customers.
2. Scope
This procedure applies to all customer transfers between NordicScreen partners, regardless of customer size or type.'
3. Valid Reasons for Transfer
A transfer of the customer relationship can only take place under one of the following conditions:
Customer-initiated request: The customer explicitly requests to change their partner.
Partner contract termination: The current partner no longer holds an active partner agreement with NordicScreen.
NordicScreen will not actively suggest partner changes. The customer must always initiate the request.
NordicScreen is neutral and acts in the best interest of the end customer, aiming to secure long-term use and satisfaction with NordicScreen solutions regardless of partner affiliation
4. Preconditions
Before a transfer can be executed, the following conditions must be met:
This form is filled out by the solution owner at hte end customer.
5. Transfer Process
NordicScreen verifies that all preconditions are fulfilled.
Existing licenses are moved to the new partner with a 0% discount applied at the time of transfer. This apply to all upcoming payments of these licenses.
Any new orders will be subject to the current partner agreement of the new partner.
The billing responsibility is transferred to the new partner starting from the next billing cycle after the transfer date.
Transfer date is the date all Preconditions are met.
If you have any questions, please contact your Partner Manager.