PARTNER FAQ

SUMMARY

RingCentral has acquired the MiCloud Connect and Sky businesses in the United States and Canada from Mitel. As a result, MiCloud Connect and Sky customer accounts in these regions are now managed and supported by RingCentral.

This strategic move ensures that MiCloud Connect (now MiCloud by RingCentral) and Sky (now Sky by RingCentral) customers in the United States and Canada will benefit from RingCentral's comprehensive management and maintenance of the platform, including the related technology, support, billing, and overall experience. 

RingCentral and Mitel are excited to secure a great home for customers on these platforms, and are committed to ensuring a smooth transition without disruption for both partners and customers.

 GENERAL

1.                 What is being announced?

RingCentral has acquired MiCloud Connect and Sky businesses in the United States and Canada from Mitel.

2.               Why did Mitel decide to transition the MiCloud Connect & Sky businesses to RingCentral?

This is a strategic move that enables both companies to better address customer needs while focusing more deeply on their respective go-to-market strategies and plans for innovation. Mitel will now deepen its focus on UC leadership with innovative hybrid, private cloud, and on-premise solutions. This move supports customers who prefer a UCaaS model, while ensuring a good home for their communications services with RingCentral, a leader in UCaaS.

3.               Why was RingCentral interested in the MiCloud Connect & Sky businesses?

This is a natural fit for both RingCentral and Mitel. RingCentral is deeply familiar with MiCloud Connect and Sky customers and has a proven track record of supporting customers in continuing their UCaaS strategy with a seamless migration to RingEX, RingCentral's flagship solution.

4.               When does this take effect?

The transaction became effective on June 22, 2024. 

5.               Is Mitel still doing C2C or P2C migrations?

Mitel’s previous programs to migrate Mitel customers to RingCentral are no longer active. However, RingCentral will continue to focus on their strategic markets, reaching potential customers who may be interested in a RingCentral UCaaS solution. Migrations that are in progress are not affected by this change.

6.               What does this mean for Mitel's other cloud products?

MiCloud Connect and Sky are the only platforms acquired under this transaction. MiCloud Office and MiCloud Flex will stay with Mitel in their current states of sale, as will MiVoice Connect. Likewise, there is no change to Mitel’s hybrid cloud, private cloud, or on-premises solutions.

7.               What happens with CloudLink?

There will be no changes to CloudLink. MiCloud by RingCentral customers will continue to have access to CloudLink as needed for the MiCloud by RingCentral services.

PARTNER

1.                I sold MiCloud Connect/Sky through Mitel. I already have a RingCentral partner agreement. Will I still receive commissions for these customers? 

Yes, if you are an existing RingCentral direct partner or Master Agent, you will be eligible to receive the same commission rates that you are receiving today (as a Mitel direct partner of Master Agent) for MiCloud Connect and Sky customers in the United States and Canada under the terms of your existing partner agreement with RingCentral. 

However, to avoid disruptions to your commissions, RingCentral will follow the existing Mitel processes and payment terms for purposes of these commissions. Further, to align with your existing agreement with Mitel, no commissions for MiCloud by RingCentral and Sky by RingCentral will be paid after termination of your partner agreement with RingCentral. The existing RingCentral program terms have been updated to cover these products. 

RingCentral will pay eligible commissions to direct partners or Master Agents, following the same type of agent relationship that each partner had with Mitel. (e.g., if you have a direct partner agreement with Mitel, you should have a direct partner agreement with RingCentral. If you have a master sub-agent relationship with Mitel, you should have a master sub-agent relationship with RingCentral. If you are a Sub-Agent of Mitel, (e.g.  you receive commissions for MiCloud Connect or Sky customers from a Master Agent), please contact your Master Agent .

RingCentral will be paying commissions to partners enrolled in the RingCentral channel program for MiCloud by RingCentral and Sky by RingCentral customers beginning with the July 1, 2024 service period.  Mitel will continue to pay any remaining commissions for service periods prior to July 1, 2024.

2.               I sold MiCloud Connect/Sky through Mitel, and I am not currently a RingCentral partner but have customers that will be transitioning. What do I need to do? 

We encourage you to join the RingCentral channel partner program as soon as possible to start receiving commissions for eligible MiCloud by RingCentral and Sky by RingCentral customer accounts. 

To begin the new partner sign-up process, please visit the following link to sign up to be a RingCentral partner: NEW PARTNER.

As an exception to ensure commissions transition smoothly, for partners who have not completed their enrollment with RingCentral, Mitel will provide payments to partners for MiCloud by RingCentral and Sky by RingCentral customer accounts during an interim period (the July 2024 and August 2024 service periods). 

Partners who join the RingCentral channel partner program within six months (from July 1, 2024) will be eligible to receive commissions for their customer subscriptions to MiCloud by RingCentral and Sky by RingCentral, covering the service period starting July 1, 2024 (to the extent not already paid by Mitel), subject to the terms and conditions of their agreements with RingCentral.  Partners joining RingCentral after six months (from July 1, 2024) will be eligible to receive commissions on a going forward basis, for service periods starting on the date that they are approved as a RingCentral Partner; retroactive commissions will not apply.

Once you join the RingCentral channel partner program, RingCentral will pay eligible commissions to direct partners or Master Agents, following the same type of agent relationship that each partner had with Mitel. (e.g., if you have a direct partner agreement with Mitel, you should have a direct partner agreement with RingCentral. If you have a master sub-agent relationship with Mitel, you should have a master sub-agent relationship with RingCentral. If you are a Sub-Agent of Mitel, (e.g.  you receive commissions for MiCloud Connect or Sky customers from a Master Agent), please contact your Master Agent .

3.               I sold MiCloud Connect/Sky through a Master Agent. Will I still receive commissions for these customers at the same rate through my Master Agent?

Questions regarding commissions paid through a Master Agent should be directed to the Master Agent, who is solely responsible for determining commissions paid by the Master Agent.

4.               Do I need to do anything specific with the customers I have who are transitioning? This is a great opportunity for you to connect with your MiCloud by RingCentral and/or Sky by RingCentral customers and assess their current or upcoming needs. If your customer is interested in upgrading to RingEX, RingCentral’s flagship solution, RingCentral teams will be available to explain the process and what it means for both you and your customer. Please register the qualified lead via the RingCentral Partner Portal or reach out to your RingCentral Partner Manager.

5.               I participated in the Partner Managed Program for MiCloud Connect, will I continue to receive the same commissions from RingCentral?

RingCentral partner program members are eligible and expected to continue to provide Partner Managed Services to their MiCloud by RingCentral customers enrolled within the Partner Managed program, and direct partners and Master Agents will continue to receive the same commission rates with enrollment in the RingCentral channel partner program under a new MiCloud by RingCentral Partner Managed Program Addendum.

6.               I participated in the Partner Managed Program for MiCloud Connect, will the existing support model continue from RingCentral?

Yes, Partner Managed partners will continue offering the same level of expert support and services as they do today under a new MiCloud by RingCentral Partner Managed Program Addendum.

7.               Will I still get Mitel Global Partner Program credits for migrations? What will happen to any of the credits I have already earned? 

Any points you have earned to date will be honored by Mitel. With this announcement, Mitel will no longer issue new Global Partner Program credits for new migrations to RingCentral. Opportunities that are currently in progress can be reviewed and discussed on an individual basis by emailing [email protected]. Mitel’s Global Partner Program will be updated as a result of the pause on premises-to-cloud migration efforts, with more details to follow. Please contact your Mitel CAM or the Mitel Global Partner Program team with any questions.

8.               Who should I contact with questions?

Please reach out to your RingCentral Partner Manager if you have questions regarding this transaction. 

9.               Will the partner of record remain the same under RingCentral?

There will be no changes to the partner of record for customers on MiCloud Connect (now MiCloud by RingCentral) and Sky (now Sky by RingCentral).

10.            Is there currently a required timeframe for customers to migrate to RingEX?

At this time, there is no planned End of Life for MiCloud by RingCentral or Sky by RingCentral.  Customers are able to migrate to RingEX on a timeframe that makes sense for them and their business. 

11.            If RingCentral initiates a migration, will the partner of record receive compensation?

The policy is not changing here. A partner will only receive compensation (both SPIFF and residual) on a RingEX migration if they registered the migration in the RingCentral Partner Portal. A Migrating customer will be treated as a new RingEX customer and governed by the rules of engagement under the RingCentral channel partner program.

CUSTOMER

12.            What does this mean for our customers’ services? What will change? 

It's business as usual. MiCloud by RingCentral or Sky by RingCentral customers will continue with services as they do today, but the platforms will be delivered by RingCentral. Our top priority is ensuring a smooth transition without disruption. There will be some minor changes to logistical details, such as banking information for paying their bills and updated contact information for their Customer Success Manager and/or support contacts. RingCentral will provide customers with these updated details.

13.            Will my customers’ contracts change? 

Customer contracts have been assigned to RingCentral MiCloud and Sky, LLC which will honor current contracted pricing. Please direct customers to RingCentral’s Customer FAQ site.

14.            Should MiCloud by RingCentral and Sky by RingCentral customers expect additional price increases?

Not at this time. Current contracted pricing will continue to be honored. 

15.            Will SLAs change?

No, RingCentral will honor the existing Service Level Agreements for customers of MiCloud by RingCentral and Sky by RingCentral.

16.            Does this mean MiCloud Connect & Sky are no longer End of Sale?

MiCloud Connect and Sky remain End of Sale products. Customers will have the ability to seamlessly transition to RingEX when they are ready and in the meantime continue to operate on, and renew, their existing MiCloud Connect and Sky platforms. Customers can contact you or their Customer Success Manager to discuss their options.

17.            Will there be changes to system interfaces, admin portals, etc?

No, it's business as usual. Customers will still use the same products, portals and login details to manage their MiCloud Connect or Sky solution as they do today. If you manage services on behalf of any of your customers, you will continue to use the same products, portals and logins as well. 

18.            Will we still be able to do moves/adds/changes?

Yes, customers will still be able to do moves, adds, and changes in the same portals and systems they do today. Additionally, if you are authorized by a customer to do moves, adds, and changes on their behalf, you will continue to be able to do so. We do not anticipate any interruptions to any services or communications experiences.

19.            What will happen with product or feature updates that were planned? 

Feature and platform updates that have been announced will continue as planned. 

20.            What if my customer is interested in moving to RingEX now?

Great! If you are currently a RingCentral partner, you can help any of your customers seamlessly upgrade to RingEX as soon as they are ready, please register the qualified leads via the RingCentral Partner Portal. If you are not currently a RingCentral partner, visit this link to become a RingCentral partner and begin the customer lead registration process.

21.            I have a customer who is currently in the process of migration to RingEX. Will their migration continue? What happens now?

Yes, their migration to RingEX will continue as planned. RingCentral teams and transitioning Mitel employees will continue to support a smooth upgrade experience and will be in touch soon with any questions you or your customers may have.

22.            Who should customers contact with questions?

Customers may continue with the same contact and support they are using today, either their CSM, their partner, or they may submit requests for immediate account support through OneView.