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, and all defined metrics for Sales, Implementation, and Support are being measured.
- Detailed audit for 2 sampled projects to review the actual process followed for sales, implementation and support.
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
- Detailed audit for 2 sampled projects to review the actual process followed for sales, implementation and support.
PMM 5
- Everything covered in PMM 4
- Root Cause Analysis (RCA) is performed
- Preventive actions are identified, documented, and implemented.
- Detailed audit for 2 sampled projects to review the actual process followed for sales, implementation and support.
Project review checklist
For the 2 randomly sampled projects, Frappe Audit team will check the following:
Sales
| Category | Audit question / check |
|---|---|
| Metrics check | Were sales metrics (demo feedback, conversion %, sales feedback) reported in the weekly all-hands metrics review? |
| In case of poor metrics, were corrective or preventive actions taken? | |
| Project audit | Was the salesperson trained on the defined sales process? |
| Was qualification (e.g. BANT) completed by the salesperson? | |
| Were scope and requirements clearly captured during sales? | |
| Was the quotation calculated using Frappe’s price estimator? | |
| Was the project handover completed within 1 week of invoicing? |
Implementation
| Category | Checkpoint | Details / Evidence to Verify |
|---|---|---|
| Implementation Metrics | Weekly metrics review | Were implementation metrics (% overdue tasks, monthly satisfaction score) reported in weekly all-hands metrics review? |
| Corrective actions | If metrics were poor, were corrective or preventive actions taken? | |
| Project Audit | Team training | Was the project manager and developer trained on ERPNext and Frappe Framework? |
| Project kick-off | Was the project kick-off conducted within 1 week of invoicing? | |
| Project template usage | Was the Frappe project template and task structure followed? | |
| Sign-offs maintained |
BRD sign-off UAT sign-off Training sign-off Go-live sign-off |
|
| Weekly status communication | Was weekly project status and risk emailed to the customer using the Frappe template? | |
| Steering committee | Was the monthly steering committee meeting conducted with the customer? | |
| Hypercare change requests | Were hypercare CRs properly logged and completed using support tickets? | |
| Scope change handling |
Was sign-off recorded for: - New scope - New invoice schedule |
|
| Delays & Changes | Project delays |
If delayed, was fresh sign-off recorded for: - New scope - New timeline - New invoice schedule |
| Customer champion issues |
If customer project champion was unavailable / delaying / changed: - Project sponsor informed via email - Customer informed about need for proper handover |
Support / AMC
| Category | Audit question / check |
|---|---|
| Metrics check | Were support metrics (SLA fulfilled, feedback score) reported in the weekly all-hands metrics review? |
| In case of poor metrics, were corrective or preventive actions taken? | |
| Project audit | What was the feedback rating on the last few tickets or change requests raised by the customer? |
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