What changes if I buy MyOperator through a channel partner instead of directly?

What changes if I buy MyOperator through a channel partner instead of directly?

⚡ Quick answer-

The core platform, features, security posture, SLAs, and list pricing are identical whether you buy directly from MyOperator or via an authorised channel partner. Partners can, however, bundle extra services (local onboarding, vernacular support, custom integrations).

Choose the path that best fits your rollout needs.

When should I use this guide?

• You’re deciding whether to purchase directly or through a local/industry partner.

• You need a parity checklist to confirm nothing is lost when buying via a partner.

1. What stays the same

Category

Direct

Partner

Platform features (IVR, analytics, WhatsApp API)

✅

✅

Security (AWS hosting, TLS, ISO 27001)

✅

✅

List price for MyOperator plans

✅

✅

Access to official documentation & training

✅

✅

Billing entity (MyOperator)

✅

✅

2. What can differ with a partner 

Area

Typical partner value-add

Onboarding

Live demos, IVR build-outs, on-site or regional training

Support

Local-language Tier-1 help desk, regional hours

Customisation

Light apps, industry integrations, bespoke workflows

Account management

Single point of contact for renewals & escalations

Bundles

Combined with other tools, the partner resells

3. Decision guide: partner vs direct 

Choose a partner if you need:

  • Local onboarding or vernacular support.
  • Industry-specific integrations or bundled solutions.
  • A single vendor for multiple software tools.

Choose direct if you prefer:

  • Fully self-service setup and online engagement
  • Standard deployment with no custom code.
  • Managing all tickets directly with MyOperator.

4. How to buy via a partner (step-by-step) 

  1. Visit https://www.myoperator.com/partners/authorized and filter partners by region or industry.
  2. Short-list a partner and share your seat count, target numbers/regions, IVR sketch, and desired go-live date.
  3. Request a formal quote (the core price must match the MyOperator list price).
  4. Verify the partner’s authorisation using the email template provided.
  5. Approve the quote and schedule onboarding.
  6. Define the support hand-off: the partner will handle Tier-1 tickets, while MyOperator will handle L2/L3 escalations.

Copy-paste authorisation-check email:

Subject: Authorization check – [Partner Name]

Hi MyOperator Team,

Please confirm whether “[Partner Name]” is an authorised MyOperator channel partner for [Country/State].

Planned plan: [Plan Name]
Target go-live: [DD-MM-YYYY]

— [Your Name], [Company], [Phone]

5. Support & escalation matrix 

Scenario

First contact

If not resolved

Final escalation

How-to & minor config

Partner Tier-1

MyOperator L2 (partner CC’d)

MyOperator Support Manager

P1 outage (call failure)

MyOperator Hotline /support/phones

Hourly updates from Incident Manager

RCA within 5 business days

Partner-built integration issue

Partner dev team

Scope change or rollback plan

—

6. Billing & contracts

• Invoices are issued by MyOperator; partners are paid via our channel programme.

• Partner add-on services (custom code, training) may be invoiced separately by the partner.

• Core SLA and Terms of Service remain MyOperator’s unless a signed addendum states otherwise.

7. When the partner path may NOT fit

Do not pick the partner route if you:

• Need pure self-service with no human interaction.

• Have an in-house team that can build all integrations.

• Require a faster procurement cycle (partner vetting may add days).

8. Confirm parity after purchase

☑ Plan name and list price in Billing match the quote.

☑ Features enabled per plan (IVR, recordings, analytics, WhatsApp).

☑ Support routing documented (partner Tier-1 + MyOperator L2 contacts).

☑ Account ▸ Partner tab shows partner association (if applicable).

☑ A test call flows through each IVR path, and recordings appear in Reports.

9. Workflow diagram 

image.png

Alt-text: diagram comparing direct purchase flow to partner-assisted flow.

Keywords: MyOperator partner vs direct, channel partner benefits, partner onboarding, support escalation

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