Partner Audit

What Partner Audits Are About and Why We Do Them

A partner audit is not an inspection and not a pass–fail exam. It is a structured way to look at how the business is actually running today — beyond dashboards, beyond claims, beyond “this is how we usually do it”.

The purpose of an audit is to validate two things:

• What the partner says they do
• What the process and metrics actually show

With that context, here is how partner audits are conducted.

Partner Audit Procedure

We will prioritise conducting in-person audits for partners who are locally available. For partners where in-person audits are not feasible, audits will be conducted online.

When a partner feels ready, they will apply for an audit for a specific PMM level. For each PMM level, we have clearly defined what the partner needs to be ready with before applying. This ensures that audits are focused, predictable, and fair.

Who Is Required for the Audit

Audits are department-specific, so the right people need to be present.

• Founder / CXO (mandatory)
• Department representatives for:
  • Sales
  • Implementation
  • Support

The process is meant to be explained by the people who actually run the process, hence the department representative has to be present.

What We Check During an Audit

PMM 3

• Dashboards are in place
• All defined metrics for Sales, Implementation, and Support are being measured

PMM 4

• Everything covered in PMM 3
• Metrics are reported with the defined cadence (weekly all-hands)
• Corrective actions are documented in the same forum where metrics are reviewed

PMM 5

• Everything covered in PMM 4
• Root Cause Analysis (RCA) is performed
• Preventive actions are identified, documented, and implemented.

Process Review and Evidence Sampling

In addition to dashboards and metrics, we also review the actual processes followed in Sales, Implementation and Support

This review is evidence-based and includes random sampling:

• A minimum of two implementation projects will be reviewed with supporting evidence. The projects will be seleced randomly.
• Similar sampling will be done for sales and support
• Relevant documents, task sheet, reports, tickets and other records will be checked

The intent is to validate that defined processes are being followed consistently.

End of the Audit

• If there are minor observations, the partner will be provided with some suggestions to improve the processes. This will not impact the PMM rating.
• If there are Non-Conformities (NCs):
  • NCs will remain open
  • A 1-month timeline will be given to close the NCs
  • The PMM tier will not be awarded until all NCs are closed