Zextras Partner Program Handbook

A Practical Guide to Building a Sovereign Digital Ecosystem Together

Current Version: V.3 | This document is constantly updated. Always check this page for the most recent version.

Table of Contents

• Zextras Partner Program Handbook
  • 1. Introduction
  • 2. The Strategic Value of the Program
  • 3. The Zextras Proposition for Partners
  • 4. Is Zextras the Right Partner Program for You?
  • 5. The Customers You Will Succeed With
  • 6. The Carbonio Portfolio
  • 7. Deployment & Usage Models
  • 8. Licensing & Commercial Model
  • 9. Subscription Licensing Model
  • 10. Metered Licensing Model
  • 11. Partnership Structure
  • 12. The Partner Journey
  • 13. Go-to-Market Collaboration
  • 14. Marketing & Visibility
  • 15. Training & Certification
  • 16. Tools, Resources & Support
  • 17. Commercial Benefits, Incentives & Recognition
  • 18. Territorial Expansion & Reseller Model
  • 19. Legal Framework
  • 20. Governance, Compliance & Reputation
  • 21. Summary: What the Partner Program Guarantees

1. Introduction

The Zextras Partner Program exists to support partners who want to build real, long-term value in a market where control, trust, and sovereignty matter.

This handbook defines the principles, mindset, and structure of the partnership, providing a shared reference framework for collaboration over time.

1.1 Why this program exists

The way organizations communicate and collaborate is changing.
Regulation is becoming stricter, data sovereignty is no longer optional, and trust in global hyperscale platforms is increasingly questioned.

In this context, organizations are actively looking for sovereign, controllable, and compliant digital communication solutions, and they rely on trusted partners to design, deliver, and operate them.

The Zextras Partner Program exists to support this shift.
It is designed to enable partners to build real, sustainable businesses around sovereign digital collaboration, while maintaining full ownership of the customer relationship and service delivery.

This program is not about reselling software.
It is about building value together, in markets where control, responsibility, and long-term trust matter.

1.2 Who Zextras is

Zextras is a European technology company with more than 25 years of experience in building secure and reliable communication software.

Born in Europe and operating globally, Zextras has grown by working closely with partners and organizations across different regions, industries, and regulatory environments. This long-term, international experience allows us to understand both local market needs and global challenges related to security, compliance and data governance.

We design and develop software that enables organizations to communicate, collaborate, and manage their data under their own rules, without dependency on global hyperscalers or opaque infrastructures.

Today, Zextras solutions are used worldwide by:

• regulated enterprises,
• public administrations,
• service providers,
• organizations that require full control over data, infrastructure, and compliance.

Zextras operates with a partner-first, delivery-driven model.
We do not sell directly to end customers: partners are at the center of our go-to-market strategy and are key to delivering value at scale.

1.3 Our vision: digital sovereignty and partner-led growth

Our vision is simple and strong:

Data belongs to people.

Digital collaboration should empower organizations, not lock them in.
It should be secure, compliant, transparent, and adaptable to local regulations and business needs.

To achieve this at scale, Zextras believes in a partner-led growth model:

• partners understand local markets,
• partners own customer relationships,
• partners deliver and operate services with full accountability.

The Partner Program is built to support this vision by combining technology, enablement, structured collaboration, and long-term partnership principles.

1.4 Why partners are central to the Zextras strategy

Partners are not an extension of our sales force.
They are strategic actors in the Zextras ecosystem.

Partners:

• design solutions for real customer needs,
• deliver and operate services,
• ensure compliance and service quality,
• build long-term trust with customers.

Zextras supports partners by providing:

• a strong and differentiated platform (Carbonio),
• continuous enablement and certification,
• commercial and strategic collaboration,
• clear governance and transparent rules.

This shared responsibility model allows partners to grow sustainably while delivering high-value solutions to their customers.

1.5 Purpose of this handbook

This handbook is a partner-facing guide designed to explain:

• how the Zextras Partner Program works,
• what partners can expect from Zextras,
• what Zextras expects from its partners,
• how collaboration is structured over time.

It is intended to be:

• a reference document for partners,
• a guide to understand the program's principles, structure, and opportunities.

This handbook does not replace contractual agreements.
Legal, commercial, and operational details are governed by the official Partner Agreement and its annexes.

1.6 How to read this document

This handbook is structured to guide you progressively:

• from context and opportunity,
• to program structure and collaboration principles,
• to enablement, support, and growth paths.

This handbook introduces key processes, tools, and operational principles that are part of the Zextras Partner Program.

More detailed procedures, workflows, and internal tools are progressively shared with partners during the collaboration journey and are covered through dedicated documentation and direct alignment with the relevant Zextras teams, when and where applicable.

2. The Strategic Value of the Program

The market for digital communication and collaboration is changing rapidly, driven by regulation, sovereignty requirements, and increasing demand for control over data.

This shift creates a concrete opportunity for partners who are able to deliver trusted, compliant, and sovereign solutions to their customers.

2.1 Why the market is changing

Digital communication has become mission-critical for organizations.
At the same time, the rules of the market are changing.

Three forces are driving this transformation:

Sovereignty
Organizations increasingly need to know where their data is, who controls it, and under which jurisdiction it is processed. Dependence on global hyperscale platforms often limits this control and creates strategic risk.

Regulation
Data protection and compliance requirements are becoming stricter worldwide. Regulations such as GDPR and similar local frameworks require organizations to adopt solutions that support compliance by design, not as an afterthought.

Trust and control
Security breaches, opaque service models, and vendor lock-in have reduced trust in centralized platforms. Organizations are looking for solutions that offer transparency, accountability, and long-term stability.

Together, these forces are reshaping how digital collaboration platforms are selected, delivered, and managed.

2.2 Why this change creates a concrete opportunity for partners

This market shift creates a strong and sustainable opportunity for partners.

Organizations do not want only software.
They need trusted partners who can:

• design compliant architectures,
• deploy and operate sovereign solutions,
• ensure service continuity and accountability,
• act as long-term advisors.

Zextras Carbonio is designed to be delivered through partners who are ready to take responsibility for service delivery and ownership of the customer relationship.

This enables partners to:

• move beyond low-margin resale models,
• build recurring and service-based revenue,
• position themselves as strategic providers in regulated and sensitive markets.

The Partner Program is built to support partners who want to grow in value, not just in volume.

2.3 What makes this program different from traditional channel models

The Zextras Partner Program is not a traditional channel program.

It does not focus on:

• aggressive discount competition,
• volume-driven resale,
• short-term transactional relationships.

Instead, it is designed around long-term collaboration and responsibility.

Key differentiators include:

• a 100% partner-driven delivery model,
• a strong focus on enablement before scale,
• clear separation between partnership structure and commercial mechanisms,
• alignment between technology, compliance, and service delivery.

Partners are encouraged to grow by:

• increasing competence,
• expanding service capabilities,
• strengthening customer trust.

This approach creates a healthier ecosystem, where growth is predictable, sustainable, and mutually beneficial.

2.4 Strategic alignment between Zextras and its partners

Zextras and its partners share a common objective: to enable organizations to adopt sovereign digital communication with confidence.

This strategic alignment is based on:

• shared responsibility in delivery and service quality,
• clear governance rules,
• transparent collaboration principles,
• a long-term view of market evolution.

The Partner Program provides a framework that protects:

• partners' investments,
• customer relationships,
• the overall integrity of the ecosystem.

By aligning strategy, technology, and delivery, Zextras and its partners can address complex market needs together and create lasting competitive advantage.

3. The Zextras Proposition for Partners

Zextras offers a long-term partnership model designed for partners who want to build sustainable, sovereignty-driven business over time.

The Zextras Partner Program is built around a simple principle:
competence, responsibility, and collaboration come before scale.

3.1 A progressive, long-term partnership model

The program is designed as a progressive ecosystem, not a transactional resale framework.

Partners grow over time by:

• developing technical and delivery capabilities,
• building real project experience,
• strengthening their market positioning,
• increasing autonomy and responsibility.

Progress within the program is based on measurable maturity, not short-term volume.

Zextras supports partners throughout this journey, but does not replace them in their role toward the market.

3.2 Enablement before scale

Enablement is the foundation of the Zextras Partner Program.

Before expanding commercially, partners are expected to:

• acquire solid product knowledge,
• understand deployment and delivery models,
• be able to support customers independently.

Training, certification, documentation, and advisory services are designed to:

• reduce operational risk,
• increase delivery quality,
• enable partners to manage complex environments with confidence.

Certification is therefore positioned as an enabler of trust and autonomy, not as a commercial incentive.

3.3 Access to sovereignty-driven and regulated markets

Carbonio is designed for environments where:

• data sovereignty is a strategic requirement,
• regulation and compliance are non-negotiable,
• trust and long-term stability matter more than short-term cost optimization.

Through Carbonio, partners can address customers that:

• require full control over data and infrastructure,
• operate in regulated or sensitive sectors,
• cannot rely on hyperscaler-based collaboration platforms.

This creates a clear differentiation opportunity for partners who are able to deliver value, not just licenses.

3.4 Brand positioning and credibility

Zextras provides partners with:

• a strong and differentiated market positioning,
• a clear narrative around digital sovereignty,
• a product portfolio aligned with enterprise and institutional needs.

Partner credibility, however, is built through:

• delivery quality,
• consistency of messaging,
• professional behavior in the market.

The program is designed to strengthen partner reputation, not to replace it.

3.5 Clear roles and shared responsibility

Zextras provides:

• the software platform,
• the technological vision,
• enablement, tools, and advisory.

Partners remain fully responsible for:

• customer relationships,
• service delivery and quality,
• commercial engagement with the market,
• compliance with program and contractual obligations.

This clear separation of roles ensures:

• partner ownership of customer value,
• scalable and sustainable growth,
• a transparent and fair ecosystem.

3.6 A direct and long-term relationship model

The Zextras Partner Program is built on:

• transparency,
• long-term collaboration,
• shared strategic alignment.

Partners interact directly with Zextras teams and are supported through:

• structured enablement paths,
• ongoing alignment,
• progressive access to opportunities based on maturity.

The objective is not short-term acceleration, but durable, partner-led growth.

4. Is Zextras the Right Partner Program for You?

The Zextras Partner Program is designed for partners who want to play an active and strategic role in delivering sovereign digital communication solutions.

It is a partnership built for organizations that value ownership, responsibility, and long-term growth, and that see collaboration as a way to strengthen their positioning in complex and regulated markets.

4.1 Who this program is designed for

The Zextras Partner Program is designed for organizations that:

• deliver technology solutions or managed services to their customers,
• take responsibility for implementation, operation, and support,
• operate or plan to operate in regulated or sovereignty-sensitive markets,
• aim to build recurring, value-driven business rather than one-off transactions.

Typical partner profiles include:

• system integrators,
• managed service providers,
• cloud or hosting providers,
• solution providers with strong operational and delivery capabilities.

4.2 The mindset of a successful Zextras partner

More than size or geography, what defines a successful Zextras partner is mindset.

This program is designed for partners who:

• see software as part of a broader service and value proposition,
• are willing to invest in training and certification to build credibility,
• understand that trust is earned through delivery quality,
• approach customers with a long-term, advisory perspective.

Partners are encouraged to position themselves as trusted advisors, capable of guiding customers through sovereignty, compliance, and infrastructure choices.

4.3 What we expect from partners

By joining the program, partners commit to:

• developing and maintaining technical competence,
• respecting program rules and contractual obligations,
• representing Zextras solutions accurately and professionally,
• engaging actively in customer delivery and support,
• collaborating transparently with Zextras teams.

Ownership and accountability are core principles of the partnership and form the basis for mutual trust and long-term collaboration.

4.4 The value of being part of the Zextras ecosystem

Partners who align with the program benefit from being part of an ecosystem built around sovereignty, trust, and long-term value creation.

Being a Zextras partner means:

• operating in a market space where differentiation is real and defensible,
• accessing a platform designed for regulated and sensitive environments,
• building credibility through enablement, certification, and delivery experience,
• growing alongside an ecosystem that values quality over volume.

The program is designed to support partners who want to grow responsibly, strengthen their market positioning, and build durable customer relationships.

4.5 A conscious partnership choice

Joining the Zextras Partner Program is a strategic decision.

It is a choice to:

• invest in competence,
• embrace responsibility,
• and grow within a structured, transparent, and merit-based ecosystem.

Partners who share this vision will find a scalable framework to develop their business with Zextras, while maintaining autonomy, credibility, and long-term sustainability.

5. The Customers You Will Succeed With

Carbonio creates the highest value for customers operating in regulated, sensitive, or sovereignty-driven environments.

A clear understanding of these customers, their priorities, decision drivers, and evolving needs, enables partners to build sustainable, long-term business.

5.1 Customers looking for control, not convenience

The organizations that benefit most from Carbonio are those that need greater control alongside usability, not at the expense of it.

They typically operate in contexts where:

• data protection is critical,
• compliance is mandatory,
• communication systems support core business activities,
• infrastructure decisions must remain aligned with organizational and regulatory requirements.

These customers are not looking for generic collaboration tools.
They are looking for platforms that adapt to their rules, their jurisdiction, and their operational needs, while remaining practical and scalable over time.

Carbonio allows partners to serve a wide range of organizations, from smaller structured environments to larger enterprises, by balancing control, flexibility, and long-term sustainability.

5.2 Typical customer profiles

Zextras partners typically succeed with customers such as:

• regulated enterprises operating in finance, healthcare, utilities, or critical industries,
• public administrations and public sector organizations,
• service providers and hosting companies delivering secure services to third parties,
• medium and large organizations with internal IT teams and clear governance requirements.

These customers value:

• long-term stability,
• transparency in how technology works,
• the ability to make informed decisions about their data and infrastructure.

5.3 Buying triggers and pain points

Customers turn to partners and to Carbonio when they face specific challenges, including:

• concerns about data residency and jurisdiction,
• increasing regulatory pressure,
• lack of visibility or control over existing cloud platforms,
• vendor lock-in and limited flexibility,
• the need to modernize legacy email or collaboration systems.

In many cases, the decision is not driven by cost alone, but by risk reduction, compliance, and strategic independence.

5.4 Sovereignty-driven use cases

Carbonio is particularly relevant in use cases where digital sovereignty is a core requirement, such as:

• internal communication systems for regulated organizations,
• secure collaboration environments for public institutions,
• sovereign cloud services delivered by local providers,
• private or hybrid deployments where infrastructure control is mandatory.

In these scenarios, the role of the partner is essential: customers rely on partners to design, deploy, operate, and evolve the solution over time.

5.5 How customers evolve over time

Customer needs are not static.

Many organizations start with a clear priority, often secure and sovereign email, and then progressively expand their collaboration environment as trust and confidence grow.

A typical evolution path includes:

• initial adoption focused on email and core communication,
• gradual introduction of additional collaboration tools,
• consolidation into a full digital workplace, managed under a single, coherent governance model.

This natural evolution creates long-term opportunities for partners to:

• deepen customer relationships,
• expand service scope,
• build recurring and value-added offerings.

5.6 Why partners make the difference

Customers do not choose Carbonio alone.
They choose partners who can translate technology into reliable services.

Partners succeed when they:

• understand customer constraints and priorities,
• propose architectures aligned with regulatory and operational needs,
• take responsibility for service continuity and quality,
• act as trusted advisors over time.

These are the customer environments where Carbonio makes a real difference and where the partner's expertise, responsibility, and proximity to the customer are key to long-term success.

6. The Carbonio Portfolio

Carbonio is the core of the Zextras Partner Program.
Is a sovereign digital collaboration platform designed to address enterprise and institutional needs where control and compliance are critical.

Its modular structure allows partners to build tailored solutions aligned with different customer contexts and delivery models.

6.1 What Carbonio is and why it matters

Carbonio is a sovereign digital collaboration platform designed for organizations that require:

• full control over data and infrastructure,
• compliance with local and international regulations,
• long-term reliability and operational autonomy.

Carbonio brings together email, collaboration, file sharing, and communication tools into a single, integrated platform, eliminating the complexity and risks of fragmented, multi-vendor solutions.

For partners, Carbonio represents:

• a differentiated alternative to hyperscaler-based platforms,
• an opportunity to deliver high-value services,
• a foundation for recurring and trust-based customer relationships.

6.2 Carbonio editions overview

The Carbonio portfolio is structured into distinct editions, each designed for specific contexts and needs.

6.2.1 Community Edition

Carbonio Community Edition is intended for open-source enthusiasts and small organizations that do not require enterprise scalability, advanced features, or professional support.

It addresses limited and specific use cases and is designed for environments where:

• simplicity is preferred over scalability,
• advanced governance and support are not required,
• usage remains small in scope.

Community Edition serves a different audience compared to the commercial editions and is positioned accordingly.

6.2.2 Email Edition

Carbonio Email Edition is designed for organizations that:

• rely on email as a critical communication tool,
• require reliability, security, and governance,
• operate in regulated or sensitive environments.

It provides:

• enterprise-grade email functionality,
• centralized administration,
• integration with the broader Carbonio platform.

This edition is typically the entry point for organizations starting their sovereign collaboration journey at enterprise level.

6.2.3 Workplace Edition

Carbonio Workplace Edition extends the Email Edition into a full digital collaboration environment.

It is designed for organizations that require:

• integrated email, chat, files, and collaboration tools,
• centralized governance and control,
• scalable and secure teamwork environments.

Workplace Edition supports more complex organizational needs and enables partners to deliver comprehensive digital workplace solutions.

6.2.4 Editions at a glance

6.2.5 Metered model (partner-as-customer context)

Metered is not a product edition, but a commercial licensing model.

It is designed for partners who:

• deliver Carbonio as a service,
• operate multi-tenant environments,
• provide services to multiple end customers.

In this model:

• the partner acts as the contractual customer towards Zextras,
• usage is measured over time,
• the partner remains fully responsible for service delivery to the market.

The metered model enables scalability and flexibility for service-oriented partners.

6.3 Add-ons and advanced capabilities

Carbonio is modular by design.
Editions can be extended through add-ons that enable advanced functionality based on customer needs.

Key add-ons include:

ActiveSync
Enables synchronization with mobile devices and external clients, supporting enterprise mobility requirements.

User Mail Replica
Provides advanced availability and redundancy options, supporting high-reliability environments and business-critical deployments.

Editions and add-ons can be combined to define the final solution delivered to the customer.

6.4 Modularity and solution composition

Carbonio editions and add-ons are designed to be:

• modular,
• composable,
• adaptable to different delivery models.

Partners define the final offering by:

• selecting the appropriate edition,
• adding required capabilities,
• aligning the solution with customer needs and compliance requirements.

This modular approach allows partners to:

• start with focused deployments,
• evolve solutions over time,
• scale alongside customer growth.

6.5 Reference to detailed feature information

Detailed and up-to-date information about Carbonio is available through a set of official online resources, designed to help partners and customers gain a clear understanding of the platform and its capabilities.

These include:

• the complete Carbonio Feature List, providing a detailed overview of available functionalities,
• the Carbonio Editions - Based on Needs guide, which helps identify the most suitable edition based on organizational and operational requirements,
• product demos, including:
  • User Demo, to understand the end-user experience,
  • Admin Demo, to explore management, configuration, and governance capabilities.

These resources support partners when:

• exploring the product for the first time,
• designing initial solutions,
• preparing customer proposals,
• positioning advanced or differentiated use cases.

Beyond these introductory materials, a broader enablement stack is available as partners progress within the program. This includes:

• in-depth technical documentation,
• dedicated training courses and certification paths,
• demo tenant environments,
• advanced tools and resources supporting real-world delivery.

Access to these resources is progressively provided during the collaboration journey, ensuring that partners can deepen their technical knowledge and operational capabilities as they move forward in the program.

7. Deployment & Usage Models

How Carbonio is deployed and how it is used are two distinct but equally important dimensions.

Clear separation between deployment models and usage models is essential to correctly define responsibilities, compliance, and service delivery.

7.1 Why this distinction matters

When delivering Carbonio, it is essential to clearly distinguish between where the platform is deployed and how it is used commercially.

These two dimensions answer different questions:

• Deployment models define where Carbonio runs and who controls the infrastructure.
• Usage models define who delivers the service and who is responsible toward end customers.

Understanding this distinction helps partners design compliant solutions, choose the correct licensing approach, and clearly define responsibilities.

7.2 Deployment models

Deployment models describe the technical location and control of the infrastructure on which Carbonio is installed.

7.2.1 On-Premises

In an On-Premises deployment, Carbonio is installed on infrastructure owned and directly managed by:

• the end customer, or
• the partner on behalf of the end customer.

This model is typically chosen when:

• full infrastructure control is required,
• data must remain within specific physical locations,
• organizations want direct governance over hardware and software.

On-Premises deployments are common in regulated environments and in organizations with internal IT teams.

7.2.2 Sovereign Cloud

In a Sovereign Cloud deployment, Carbonio is installed on infrastructure operated by authorized local partners, under clearly defined jurisdiction and governance rules.

This model allows organizations to:

• benefit from cloud-like flexibility,
• maintain local data residency,
• ensure compliance with national or sector-specific regulations.

In this scenario, the partner plays a key role in ensuring operational control, service quality, and regulatory alignment.

7.3 Usage models

Usage models define the commercial and operational responsibility associated with the delivery of Carbonio, independently from where the platform is deployed.

7.3.1 License-based model (end-customer installation)

In the license-based model:

• Carbonio licenses are sold and installed for a specific end customer,
• the end customer is the final user of the platform,
• the partner delivers the solution and may provide ongoing services.

This model is typically used when:

• Carbonio is deployed for a single organization,
• the solution is dedicated to one customer environment,
• service delivery is tailored to that specific customer.

7.3.2 Service provider model (multi-tenant)

In the service provider model:

• the partner uses Carbonio to deliver services to multiple end customers,
• the partner acts as the contractual customer toward Zextras,
• Carbonio is operated as a shared or multi-tenant platform.

This model enables partners to:

• build scalable service offerings,
• deliver sovereign cloud or managed services,
• support multiple customers under a single operational framework.

7.4 Key principles

The following principles apply across all deployment and usage scenarios:

• Deployment model and usage model are independent.
  Carbonio can be delivered under different commercial models regardless of where it is deployed.
• The usage model defines responsibility.
  Commercial, operational, and compliance responsibilities depend on how the service is delivered to the market.
• Service provider scenarios require specific conditions.
  Multi-tenant and service-based deliveries are supported through dedicated commercial and licensing approaches.

These principles ensure clarity for partners, customers, and Zextras, and protect the integrity of the ecosystem.

7.5 Designing the right model for your customers

Choosing the right combination of deployment and usage models depends on:

• customer requirements,
• regulatory constraints,
• service strategy,
• partner operational capabilities.

Zextras supports partners in designing solutions that are technically sound, compliant, and commercially sustainable, while maintaining flexibility to adapt over time.

8. Licensing & Commercial Model

The Zextras licensing model is designed to align commercial structures with delivery responsibility.

Licensing exists to support different partner business models while ensuring transparency, fairness, and long-term sustainability.

8.1 Licensing as a responsibility-driven model

Licensing within the Zextras Partner Program follows a clear principle:

Licensing follows responsibility.

Zextras provides the software platform.
The partner is responsible for how that software is delivered to the market and for the relationship with end customers.

This principle ensures:

• clarity of roles,
• alignment between commercial models and delivery models,
• protection of both partners and customers.

8.2 Software versus service responsibility

Zextras delivers software, not managed services to end customers.

Partners:

• design the solution,
• deploy and operate the platform,
• provide services, support, and commercial engagement.

Zextras:

• develops and maintains the software,
• provides enablement and tools,
• supports partners according to program rules.

This separation is essential to maintain a scalable, partner-driven ecosystem.

8.3 Licensing models and delivery models

Different licensing models exist to support different ways of delivering Carbonio, not to restrict partner business.

At a high level, Zextras supports:

• license-based delivery for specific end customers - Subscription License,
• consumption-based delivery for service-oriented and multi-tenant environments - Metered License.

The choice of licensing model depends on:

• how the solution is delivered,
• who operates the environment,
• how responsibility toward end customers is structured.

8.4 Subscription and metered consumption overview

Subscription and metered consumption represent two different commercial approaches:

• Subscription supports defined, customer-specific deployments.
• Metered consumption supports scalable, service-based delivery models.

Metered consumption is designed for partners who deliver Carbonio as a service and operate environments serving multiple end customers.

8.5 Commercial transparency and consistency

Zextras applies a single, consistent pricing framework across the Partner Program.

Key principles include:

• one official partner price list,
• transparent calculation logic,
• no hidden mechanisms or retroactive changes.

Any additional benefits, incentives, or contributions:

• do not alter the price list,
• are managed separately within program support mechanisms.

This approach guarantees predictability and fairness across the ecosystem.

8.6 Contractual reference and governance

All commercial and licensing conditions are formally defined in:

• the Partnership Agreement,
• the related Contractual Annexes.

This handbook provides context and explanation but does not override contractual terms.

In case of discrepancy, the Partnership Agreement always prevails.

8.7 Long-term alignment principle

The licensing and commercial model is designed to:

• support sustainable partner growth,
• align incentives with real delivery capability,
• avoid short-term or speculative behaviors.

Partners are encouraged to choose models that:

• reflect their operational maturity,
• match their service strategy,
• ensure long-term customer satisfaction.

9. Subscription Licensing Model

The subscription licensing model is designed for partners who deliver Carbonio solutions to a specific end customer, within a clearly defined project and usage scope.

It is a well-established and predictable model, suited to scenarios where the customer directly owns the platform instance and where usage is tied to a single organization.

9.1 When the subscription model makes sense

The subscription model is typically adopted when:

• Carbonio is deployed for a single end customer,
• the customer directly uses and governs the platform,
• licensing needs are clearly scoped and planned over time,
• the partner delivers implementation, support, and operational services around a defined customer environment.

This model is commonly used in project-based deployments and in environments where licensing predictability and long-term planning are key requirements.

9.2 Partner and customer roles

Within the subscription model:

• the end customer is the licensed user of the platform,
• the partner acts as the trusted delivery and service provider,
• Zextras provides the software and enables partners through structured training, certification paths, and program governance.

Partners retain ownership of:

• the customer relationship,
• service delivery,
• operational support and ongoing management, according to the agreed scope.

This structure ensures clarity of responsibilities and supports long-term customer trust.

9.3 Subscription flexibility and growth

The subscription model is designed to support growth and evolution over time.

Partners can:

• adapt subscriptions as customer needs evolve,
• support customer expansion scenarios,
• align licensing with project milestones and long-term planning.

Subscription licensing prioritizes stability and transparency, making it a strong choice for partners who work with customers seeking predictable cost structures and clearly defined usage boundaries.

9.4 Relationship with other licensing models

The subscription licensing model is part of a broader and flexible licensing framework.

Partners may adopt different licensing models over time, depending on customer context, delivery approach, and business evolution.

Choosing subscription licensing does not limit future options, but provides a stable and predictable foundation for customer-centric deployments.

Detailed operational, pricing, and billing mechanisms are introduced progressively during the partner journey, through dedicated guidance and documentation, as partners move forward in their collaboration with Zextras.

10. Metered Licensing Model

The metered licensing model is designed for partners who deliver Carbonio as a service, rather than as a one-off deployment for a single end customer.

It supports business models where the partner acts as a service provider, delivering Carbonio to multiple customers while retaining operational ownership and responsibility.

This model aligns licensing with actual usage over time, enabling scalability, flexibility, and predictable growth.

10.1 When the metered model makes sense

The metered licensing model is typically adopted when:

• Carbonio is used to deliver services to multiple end customers,
• the partner operates a shared or multi-tenant environment,
• customers consume the service rather than directly managing the platform,
• usage may vary over time and across customers.

This model is well suited for:

• managed service providers,
• hosting and cloud providers,
• partners building recurring service offerings based on Carbonio.

10.2 Partner role and responsibilities

Within the metered licensing model:

• the partner is the contractual customer towards Zextras,
• the partner is responsible for:
  • service design and delivery,
  • operational management,
  • customer onboarding and support,
  • compliance with applicable regulations,
• end customers consume the service provided by the partner.

Zextras provides the software and enables the partner through structured training, certification paths, and program governance, while partners retain full ownership of the service and customer relationships.

10.3 Metered License Commitment Tiers

Metered license commitment tiers are designed to align commercial access and benefits with consistent and predictable usage over time.

They reflect commercial commitment, not partnership status or maturity.

The metered model includes three commitment tiers:

• Small (M1)
• Medium (M2)
• Large (M3)

Each commitment tier is based on a minimum monthly commitment, and determines:

• access to specific commercial conditions,
• eligibility for selected program benefits,
• alignment with the partner's scale of service delivery.

The minimum monthly commitment for each tier is defined in the official price list. Values may vary depending on the applicable currency (USD or EUR), so partners should always refer to the relevant price list for accurate thresholds.

Metered commitment tiers are designed as a growth-oriented framework, allowing partners to evolve over time without penalty-based mechanisms.

10.4 Growth and flexibility

The metered licensing model supports gradual and sustainable growth.

Partners can:

• scale services as their customer base expands,
• adjust usage in line with real demand,
• evolve between levels as their business grows.

The objective is to provide a predictable and transparent framework that supports long-term service delivery, while maintaining flexibility and operational autonomy.

10.5 Relationship with other licensing models

The metered licensing model complements, rather than replaces, subscription licensing.

Partners may:

• adopt different licensing models for different customers,
• evolve their business model over time,
• combine subscription and metered approaches based on delivery needs.

The choice of licensing model depends on how partners design and deliver value to their customers, not on program constraints.

Detailed operational, pricing, and billing mechanisms are introduced progressively during the partner journey, through dedicated guidance and documentation, as partners move forward in their collaboration with Zextras.

11. Partnership Structure

The Zextras Partner Program is structured to reflect different levels of maturity and responsibility within the ecosystem.

Partnership levels are not defined by commercial volume alone, but by a combination of:

• technical competence,
• delivery capability,
• project experience,
• ability to manage customer relationships autonomously.

This structure ensures quality, consistency, and long-term sustainability across the partner ecosystem.

11.1 Entry phases: from onboarding to active partnership

Before reaching formal partnership levels, partners go through initial phases designed to ensure alignment and readiness.

These phases include:

• initial onboarding and alignment,
• access to core enablement resources,
• completion of foundational training and certification,
• first operational interactions with Zextras teams.

These steps allow partners to:

• understand the program principles,
• become familiar with Carbonio,
• prepare for active market engagement.

Once these foundations are in place, partners progress into the structured partnership levels.

11.2 Structured partnership levels

The Partner Program defines three official partnership levels, each representing a different degree of maturity, responsibility, and access within the ecosystem.

11.2.1 Silver Partner

Silver Partners represent organizations that have completed the foundational enablement phase and are actively delivering Carbonio solutions to customers.

Typical characteristics include:

• completion of required entry-level certifications,
• ability to deploy and operate standard Carbonio environments,
• initial project experience with real customers,
• focus on small to mid-sized customer environments,
• growing delivery and support capability.

Silver Partners are expected to:

• manage customer deployments autonomously,
• follow program and contractual rules,
• build consistent project experience.

This level represents the transition from enablement to active, structured delivery.

11.2.2 Gold Partner

Gold Partners demonstrate established delivery capability and growing operational maturity.

Typical characteristics include:

• advanced technical certifications within the partner team,
• experience delivering multiple customer projects,
• ability to manage more complex environments and use cases,
• experience with regulated or structured customer contexts,
• internal processes to support delivery, support, and escalation.

Gold Partners are expected to:

• handle complex deployments with limited dependency on Zextras,
• contribute to market development activities,
• act as reliable delivery partners in their reference markets.

This level reflects partners who have moved beyond initial execution and are building scalable, repeatable offerings.

11.2.3 Platinum Partner

Platinum Partners represent the highest level of maturity within the Zextras ecosystem.

Typical characteristics include:

• a fully certified technical team across multiple competency levels,
• extensive project experience across diverse customer scenarios,
• ability to deliver large-scale or mission-critical environments,
• experience with enterprise or public-sector customers,
• proven capability to manage long-term customer relationships.

Platinum Partners are expected to:

• operate with high autonomy and responsibility,
• act as reference partners in their markets,
• support complex and strategic deployments.

This level reflects partners who combine technical excellence, delivery reliability, and strategic alignment with Zextras.

11.2.4 Partner Levels at a Glance

The criteria outlined in the table define the structural characteristics of each partnership level, including technical competence, delivery experience, and operational scale.

Progression within the program is based on a combination of these measurable elements and a broader evaluation of delivery quality, autonomy, and consistency in partner engagement.

11.3 Progression between partnership levels

Progression within the partnership structure is not automatic.

Movement between levels is based on a holistic evaluation of:

• technical competence and certification status,
• quality and consistency of delivered projects,
• operational maturity and delivery autonomy,
• collaboration and alignment with Zextras.

The objective of this structure is not to create rigid barriers, but to:

• protect solution quality,
• ensure partner credibility,
• enable sustainable ecosystem growth.

11.4 Access to Opportunities

Partnership levels are not linked to pricing, discounts, or commercial incentives.
They reflect delivery maturity and are used to determine how partners engage with opportunities within the Zextras ecosystem.

Commercial benefits, incentives, and other support mechanisms are addressed separately and may vary based on additional program criteria.

This separation ensures:

• clarity of roles,
• transparency of evaluation,
• fairness across the partner ecosystem.

Partnership levels play a key role in how Zextras evaluates partner readiness and capability to engage with market opportunities.

As partners progress across partnership levels, they may gain access to increased opportunities based on:

• demonstrated technical competence,
• delivery quality and project experience,
• ability to manage customer relationships autonomously,
• alignment with Zextras values and ecosystem standards.

Partnership levels help Zextras identify which partners are best positioned to engage with inbound requests, strategic initiatives, and ecosystem-driven opportunities, ensuring responsible collaboration and long-term value creation.

11.5 Partnership Commitment & Program Alignment

The Zextras Partner Program is designed as a long-term collaboration framework built on active participation, mutual investment, and shared market development.

Partnership within the program is intended as an active operational relationship, not as a passive registration or reseller status.

As part of this model, partners may operate under agreed business targets defined within the applicable contractual framework.

These targets are intended to:

• support long-term alignment between Zextras and the partner,
• establish shared expectations regarding market development and engagement,
• ensure consistency between enablement efforts, operational activity, and partnership evolution over time.

Zextras invests significant resources into partner enablement, training and certification, technical advisory, ecosystem development, and market support. The target framework helps maintain alignment between this investment and the partner's level of participation within the ecosystem.

Failure to reach agreed targets does not automatically trigger partnership termination. Situations are evaluated contextually together with the partner's PBM and Channel Director, taking into account:

• market conditions,
• operational maturity,
• collaboration history,
• overall partnership evolution, including the partner's strategic engagement, investment consistency, and contribution to sustainable ecosystem development within its reference market.

This approach ensures a balanced and healthy ecosystem, protecting partners who actively invest in business development, customer relationships, and long-term market growth.

The objective of the program is to support long-term ecosystem sustainability, transparent collaboration, responsible growth, and mutual accountability between Zextras and its partners.

12. The Partner Journey

Partners evolve over time through enablement, execution, and experience.

The partner journey describes this operational growth path, from initial onboarding to long-term strategic collaboration.

12.1 Prospective Partner Phase

Organizations interested in joining the Zextras Partner Program initially enter a Prospective Partner phase.

A Prospective Partner is a company that has expressed interest in the program but has not yet signed the official Partner Agreement.

During this stage, Zextras and the company may formalize the evaluation process through a Memorandum of Understanding (MOU).

The MOU governs the pre-contractual collaboration and may allow the Prospective Partner to access selected program resources for evaluation purposes, such as:

• demo environments,
• evaluation or NFR licenses,
• training materials,
• certification paths,
• technical documentation.

The purpose of this phase is to assess technical capability, commercial alignment, and overall readiness to operate within the Zextras ecosystem.

12.2 Purpose of the partner journey

The Partner Journey describes how partners grow operationally over time within the Zextras ecosystem.

It is designed to:

• provide a clear progression path from initial onboarding to advanced delivery,
• align enablement, execution, and collaboration stages,
• support partners as they increase responsibility, complexity, and scale.

The Partner Journey is distinct from partnership levels:
it focuses on how partners operate and evolve, not on formal status or commercial positioning.

12.3 Phase 1 -- Onboarding

The onboarding phase marks the start of the collaboration between Zextras and the partner.

During this phase, partners:

• complete contractual onboarding and formal authorization,
• gain access to initial enablement resources,
• start the core technical certification path,
• align on delivery expectations, responsibilities, and scope.

The focus of this phase is readiness, not commercial execution.
Partners are expected to build foundational knowledge and prepare for real customer deployments.

12.4 Phase 2 -- Operational start

The operational start phase begins when the partner moves from preparation to real delivery.

During this phase, partners:

• complete their first production deployments,
• apply acquired certification skills in real customer environments,
• operate Carbonio in simple or standard production scenarios,
• manage customer relationships and post-deployment activities.

This phase validates the partner's ability to:

• deploy Carbonio correctly,
• operate it in production,
• support customers beyond installation.

12.5 Phase 3 -- Consolidation

The consolidation phase represents the transition to structured and repeatable delivery.

During this phase, partners:

• manage multiple production environments,
• operate Carbonio for larger or more demanding customers,
• work with moderately complex or scalable infrastructures,
• expand internal competencies through advanced certifications.

At this stage, partners demonstrate:

• consistency in delivery,
• operational reliability,
• the ability to support growth and evolving customer needs.

12.6 Phase 4 -- Strategic partnership

The strategic partnership phase represents advanced operational maturity.

During this phase, partners:

• deliver complex, large-scale, or mission-critical projects,
• operate enterprise-grade or high-availability environments,
• support customers with strict requirements around continuity, scalability, and governance.

Partners at this stage:

• act as reference points for advanced use cases,
• engage in deeper collaboration with Zextras,
• contribute to long-term ecosystem growth through experience and execution.

12.7 How progress is assessed

Progress along the Partner Journey is assessed through qualitative and operational indicators, including:

• demonstrated delivery capability,
• project experience and complexity handled,
• operational autonomy and reliability,
• alignment with program principles and values.

There is no single metric that defines progression.
Advancement reflects overall maturity and consistency over time.

12.8 Relationship with partnership levels

The Partner Journey and the Partnership Structure are closely connected but intentionally separate.

• The Partner Journey describes how partners grow operationally.
• Partnership levels recognize relationship depth and maturity once that growth is demonstrated.

This separation ensures clarity and avoids overlap between execution, recognition, and commercial frameworks.

13. Go-to-Market Collaboration

Successful go-to-market execution requires clear rules, mutual trust, and fairness.

Zextras and its partners collaborate through shared principles that protect opportunities and enable sustainable market engagement.

13.1 Purpose of go-to-market collaboration

Go-to-market collaboration defines how Zextras and partners work together in real sales and delivery scenarios.

Its objectives are to:

• ensure clarity and fairness in opportunity management,
• protect partner investments and commercial efforts,
• support sustainable growth in local and international markets.

This chapter focuses on principles and responsibilities, not on internal tools or operational workflows.

13.2 Go-to-market principles

The Zextras Partner Program is built on a partner-led go-to-market model.

This means:

• partners own the commercial relationship with end customers,
• partners lead sales, delivery, and ongoing service,
• Zextras supports partners through enablement, alignment, and collaboration.

Zextras does not compete with its partners in the field.
The program is designed to strengthen partner positioning, not replace it.

13.3 Deal registration and opportunity protection

To ensure transparency and protect partner efforts, the program includes a deal registration and opportunity protection principle.

When an opportunity is registered and validated:

• the partner is recognized as the primary owner of the opportunity,
• the opportunity is protected for a defined period of time,
• protection remains valid as long as the partner:
  • remains actively engaged,
  • progresses the opportunity in good faith,
  • complies with program principles.

Deal protection exists to:

• avoid conflicts between partners,
• encourage early investment in opportunities,
• promote fair and transparent collaboration.

Detailed operational aspects of deal registration and opportunity protection are introduced progressively during the partner journey, in coordination with the relevant commercial contacts.

13.4 Referrals

Referrals are a collaborative mechanism used when:

• opportunities fall outside a partner's scope,
• specific geographic, technical, or vertical expertise is required,
• joint involvement creates additional value.

In referral scenarios:

• roles and responsibilities are clarified upfront,
• commercial ownership and execution are aligned before engagement,
• collaboration is guided by transparency and mutual respect.

Referrals are designed to enable collaboration, not to shift responsibility without alignment.

13.5 Territory and market fairness

The Partner Program is based on territorial fairness and ecosystem protection.

Key principles include:

• respect for assigned or agreed market scopes,
• avoidance of unnecessary overlap between partners,
• transparent handling of potential conflicts.

When conflicts arise:

• they are addressed through structured escalation,
• resolution prioritizes fairness, clarity, and long-term ecosystem stability.

13.6 Zextras role in go-to-market activities

Zextras supports partners in go-to-market activities by:

• providing product and positioning guidance,
• enabling partners with expertise and strategic input to manage complex or strategic opportunities autonomously,
• enabling alignment across technical and commercial dimensions.

Zextras' involvement does not replace partner ownership, but reinforces:

• solution credibility,
• strategic positioning,
• execution quality.

13.7 Building sustainable market presence

Effective go-to-market collaboration allows partners to:

• build long-term customer relationships,
• position themselves as trusted sovereign collaboration providers,
• grow sustainably in regulated and sovereignty-driven markets.

This collaborative model ensures that partners remain at the center of the value chain, while benefiting from a structured and supportive ecosystem.

14. Marketing & Visibility

Marketing is a core component of the partnership and a shared responsibility between Zextras and its partners.

Visibility is built over time through consistent positioning, quality delivery, and aligned communication.

14.1 Role of marketing in the partnership

Marketing is a core component of the Zextras Partner relationship and an explicit part of the Partnership Agreement.

Partners are expected to actively contribute to:

• market awareness,
• demand generation,
• correct positioning of Zextras solutions.

Marketing activities are not optional and are considered an integral part of the partner's commercial and delivery responsibility.

14.2 Partner marketing obligations

By joining the Zextras Partner Program, partners commit to:

• actively promoting Zextras solutions within their target markets,
• positioning Carbonio according to its official value proposition,
• representing Zextras in a professional, accurate, and consistent manner.

Partners are required to:

• use only approved and up-to-date marketing materials,
• comply with Zextras Brand Guidelines,
• avoid misleading, incomplete, or non-aligned messaging.

Any public communication involving Zextras, online or offline, must reflect the official positioning and strategic narrative.

14.3 Brand usage and approval principles

The use of the Zextras brand, logo, trademarks, and product names is governed by the Partnership Agreement.

Partners must:

• follow brand and visual identity guidelines,
• request approval when required for:
  • events,
  • campaigns,
  • press releases,
  • public announcements,
  • co-branded materials.

Unauthorized or incorrect use of the Zextras brand may lead to corrective actions as defined in the Agreement.

Brand protection is a shared responsibility and a key element of ecosystem credibility.

14.4 Co-marketing initiatives

Beyond mandatory marketing responsibilities, Zextras may collaborate with partners on co-marketing initiatives.

Partners can propose initiatives such as:

• webinars and educational sessions,
• local or regional events,
• vertical campaigns,
• content initiatives (articles, case stories, whitepapers).

All initiatives:

• are evaluated case by case,
• require alignment with strategic objectives,
• are subject to approval before execution.

Co-marketing does not replace partner marketing obligations; it builds on top of them.

14.5 Marketing Development Funds (MDF)

Marketing Development Funds (MDF) are not a contractual right, but a strategic support mechanism.

MDF are intended to:

• co-invest in partner-led initiatives,
• amplify structured and well-defined marketing actions,
• support scalable and repeatable demand generation.

Key principles:

• MDF eligibility depends on program criteria and partnership maturity,
• funding is never automatic,
• initiatives must have clear objectives and expected outcomes.

Detailed MDF rules and processes are communicated separately to eligible partners.

14.6 Case studies, testimonials, and references

Partners are encouraged to collaborate on:

• case studies,
• testimonials,
• success stories.

Any use of:

• customer names,
• logos,
• references

requires explicit authorization from all involved parties.

Published references are coordinated to ensure:

• accuracy,
• consistency,
• compliance with brand and communication standards.

14.7 Events and public visibility

Partners may participate independently in events and public initiatives, including those where Carbonio solutions are presented, provided that brand guidelines, messaging rules, and contractual obligations are respected.

Participation in events and initiatives co-branded with Zextras is aligned with:

• partnership level,
• market relevance,
• strategic priorities.

Visibility in joint initiatives is granted based on:

• quality of contribution,
• coherence with positioning,
• ability to represent Zextras professionally.

The objective is meaningful and consistent presence, not generic exposure.

14.8 Reporting and alignment

Partners are expected to provide visibility on their marketing and go-to-market activities involving Zextras solutions.

This includes, at a high level:

• visibility on relevant initiatives, campaigns, or events,
• alignment on positioning and messaging,
• sharing of outcomes and market feedback when relevant.

Reporting is intended to support coordination and continuous alignment, not administrative control.

The frequency and format of alignment are defined pragmatically, based on partnership level, scope of activities, and mutual relevance.

14.9 Marketing as a shared responsibility

Marketing within the Zextras Partner Program is:

• a contractual obligation,
• a growth accelerator,
• a credibility multiplier.

Partners who invest consistently and responsibly in marketing strengthen:

• their own market positioning,
• customer trust,
• the overall Zextras ecosystem.

At the same time, Zextras remains actively committed to strengthening the Carbonio brand, market positioning, and ecosystem visibility through its own marketing initiatives, product communication, and strategic presence.

This ongoing effort reinforces the overall value of the ecosystem and supports partners in building credibility and recognition within their respective markets.

15. Training & Certification

The Zextras Partner Program is built on the principle that quality, trust, and credibility start from competence.

Training and certification are therefore not optional requirements, but foundational elements of the partnership. They ensure that partners are able to position, deliver, and operate Carbonio solutions responsibly and autonomously.

Certification is designed as an enablement mechanism, not as a commercial benefit.
It exists to protect customers, partners, and the ecosystem by ensuring consistent delivery standards and long-term reliability.

15.1 Why certification is required

Zextras operates in sovereignty-driven and regulated environments, where collaboration platforms are business-critical.

For this reason, certification is required to ensure that partners:

• understand Carbonio's value proposition and positioning,
• are able to design and deliver appropriate solutions,
• operate in compliance with architectural, operational, and governance principles,
• represent Zextras solutions accurately and professionally.

Certification establishes a shared baseline of competence across the ecosystem.

15.2 Partner and individual certification paths

The certification framework includes:

• partner-level requirements, linked to delivery maturity and program progression,
• individual certifications, covering both commercial and technical roles.

Certification paths are designed to evolve progressively, in line with partner growth, delivery complexity, and customer scenarios.

Detailed certification structures, learning materials, and enrollment instructions are provided to partners through dedicated channels at the start of the enablement journey.

15.3 Partner-level certification requirements

In addition to individual certification paths, the validity of a partner's participation in the Zextras Partner Program is subject to specific partner-level certification requirements.

In particular:

• each certified partner must designate at least one certified technical resource,
• this resource must hold a valid technical certification appropriate to the partner's delivery scope,
• the certified technical resource acts as the primary technical reference for Carbonio deployments within the partner organization.

The presence of a certified technical resource is a mandatory requirement to:

• maintain partner certification status,
• ensure delivery quality and operational reliability,
• protect customers and the integrity of the ecosystem.

If the certified technical resource is no longer available, partners are expected to restore compliance by certifying a new technical resource within a reasonable timeframe, as defined by the Partner Program governance.

This requirement ensures that partner certification reflects real, ongoing technical capability--not only organizational intent.

15.4 Sales training and commercial enablement

Sales training equips partners with the knowledge required to position Carbonio effectively and responsibly in the market.

Sales enablement focuses on:

• Carbonio identity and value proposition
  Understanding Carbonio as an all-in-one digital collaboration platform built on functional completeness, data control, digital sovereignty, and independence from external hyperscalers.
• Competitive positioning
  Positioning Carbonio against major alternatives (such as Zimbra, Microsoft, and Google), with particular attention to regulated sectors where sovereignty, compliance, and control are decisive factors.
• Carbonio editions
  Understanding Email and Workspace Editions from a commercial perspective (target customers, use cases, limits) and at a high-level technical perspective (enabled services and deployment implications).
• Purchasing and licensing models
  Understanding the structure of the price list, license composition, subscription and metered models, and the criteria for selecting the most appropriate model based on customer scenarios.
• Metered consumption logic
  Understanding how users and usage are measured, how counters work in metered subscriptions, and how usage relates to contractual thresholds and billing logic.
• Multi-domain and multi-tenant architectures
  Understanding SaaS and multi-tenant delivery models, including benefits of managing multiple domains and customers on shared platforms, and how architectural choices support service delivery models.
• Distinctive features
  Understanding key differentiators such as integrated collaboration, mobile applications, Linux-based architecture, and White Label capabilities.
• Basic business case construction
  Building simple ROI and value assessments, addressing cost drivers, benefits, and common customer objections.
• Vertical market use cases
  Positioning Carbonio for regulated sectors such as public administration and compliance-driven industries.

Sales training ensures partners can engage customers with clarity, credibility, and consistency.

15.5 Technical certification levels

Technical certification validates a partner's ability to deploy, manage, and operate Carbonio environments at increasing levels of complexity.

15.5.1 Level C1 -- Foundation deployments (up to ~1,000 mailboxes)

C1 certification enables partners to deploy and manage entry-level Carbonio environments independently.

Key capabilities include:

• installation and initial configuration using Ansible,
• system prerequisites, repositories, SSL/TLS, branding, and basic policies,
• health checks and first-level operations,
• basic migrations (e.g. IMAPSync, existing Zextras backups),
• core service management (mail flow, DNS basics, ActiveSync, Files, Docs, Chats, Video),
• clear triage and escalation criteria.

C1 technicians can support simple production scenarios and contribute to basic migration business cases.

15.5.2 Level C2 -- Medium-scale environments (up to ~5,000 mailboxes)

C2 certification validates the ability to design and operate more complex, structured environments.

Key capabilities include:

• multi-mailstore and multi-domain architectures,
• intermediate troubleshooting across multi-node environments,
• MTA queue analysis and message tracing,
• log correlation across services and nodes,
• performance diagnostics (CPU, RAM, I/O),
• storage and HSM troubleshooting,
• backup and restore management,
• monitoring and observability using Prometheus, Grafana, and Consul.

C2 technicians can manage medium-scale production environments with increased autonomy.

15.5.3 Level C3 -- Advanced and service provider scenarios

C3 certification enables partners to operate complex, large-scale, and potentially SaaS or multi-tenant environments.

Key capabilities include:

• enterprise integrations (security gateways, directories, storage services),
• multi-tenant administration and delegation models,
• advanced automation and user mobility scenarios,
• advanced observability and troubleshooting using Alertmanager.

C3 introduces a service-provider perspective focused on scalability and operational excellence.

15.5.4 Level C4 -- Enterprise and high availability mastery

C4 represents the highest level of technical certification.

It validates the ability to design and govern enterprise-grade, highly available environments, including:

• Mail Replica architectures based on Kafka,
• high availability PostgreSQL with Patroni,
• LDAP multi-master configurations,
• redundant and resilient infrastructures,
• advanced Admin API usage and custom automation,
• third-party integrations and custom dashboards.

C4 certification confirms mastery of mission-critical Carbonio deployments.

15.6 Validity and renewal principles

Certifications are valid for a defined period to ensure that partner competence remains aligned with platform evolution.

Renewal requirements are designed to:

• maintain up-to-date skills,
• reflect product and architectural evolution,
• preserve ecosystem quality.

Specific validity periods and renewal mechanisms are communicated through official program channels.

15.7 What certification enables

Certification enables partners to:

• operate autonomously and responsibly,
• access advanced tools, resources, and environments,
• engage in increasingly complex delivery scenarios,
• progress within the Partner Program framework.

Certification does not represent a commercial incentive, but a prerequisite for trusted participation in the ecosystem.

15.8 Access to training resources

Detailed training programs, learning paths, schedules, and materials are provided to partners through dedicated channels once the Partner Agreement is in place.

Access credentials, platform details, and operational instructions are communicated at the beginning of the enablement journey, ensuring that partners can engage with training and certification resources at the appropriate time.

16. Tools, Resources & Support

The Zextras Partner Program is designed to enable partners to operate autonomously in delivery, operations, and customer management.

As part of the partnership, partners are granted access to a structured set of tools, resources, and technical guidance that support day-to-day activities across the entire delivery lifecycle.
Access to these resources is provided once the Partner Agreement is signed and the onboarding process is completed.

The model is based on a clear principle: Zextras enables partners through knowledge, processes, and structured interaction, while partners remain fully responsible for how services are delivered to the market and to customers.

Clear escalation paths exist to support collaboration in complex scenarios, without shifting ownership or operational responsibility.

16.1 Operational Tools

Operational tools within the Zextras ecosystem are provided as a practical enablement stack: a combination of access points, environments, documentation, and structured support workflows.

Together, these resources enable partners to:

• plan and validate deployments,
• diagnose and troubleshoot issues,
• apply best practices consistently across environments,
• operate autonomously after enablement and certification.

These tools are designed to strengthen operational readiness and traceability, while keeping responsibilities clear: partners remain accountable for delivery and customer operations.

16.2 Partner Portal

The Partner Portal is the primary access point for operational interaction between partners and Zextras.

It provides access to:

• technical information and guidance requests,
• partner-only documentation and knowledge base,
• product updates and official communications,
• training-related interactions and enablement resources.

The Partner Portal is the official channel for all technical and operational interactions.
Informal channels (direct messages, personal emails, messaging apps) are intentionally excluded to ensure traceability, consistency, and proper governance.

Access to the portal is granted through personal, named accounts, ensuring accountability and alignment between training, certifications, and technical interactions.

16.3 Demo Environments

Zextras provides dedicated demo environments to support partner enablement and technical readiness.

Demo environments are intended for:

• product exploration and feature validation,
• proof-of-concept and demo activities,
• training exercises and internal testing,
• reproducing customer scenarios in a controlled context.

Demo environments are not production systems.
Configuration, usage, and access management remain under the partner's responsibility.

They are a core element of partner autonomy, allowing teams to validate solutions before deploying them in customer environments.

16.4 Documentation and Updates

Official documentation represents the primary reference for technical knowledge within the Zextras ecosystem.

Documentation is provided to:

• explain product behavior and configuration options,
• support architectural and deployment decisions,
• communicate updates, changes, and best practices.

Documentation is continuously updated and partners are expected to consult it proactively as part of their operational responsibility.

Support interactions are designed to complement documentation, not replace it.

16.5 Support Access and Escalation Principles

Zextras provides structured access to technical guidance through the Support Portal.

Support interactions follow clear principles:

• Partners remain the primary interface for their customers.
• Zextras provides expert guidance and clarification, not direct operational execution.
• All technical requests must be submitted through the Support Portal to ensure proper tracking and ownership.

Support activities focus on:

• understanding product behavior,
• diagnosing issues in supported environments,
• providing guidance on resolution steps executed by the partner.

Escalation paths exist to ensure complex or critical situations are handled appropriately.
Escalation does not imply delegation of responsibility.

Service levels follow a logic-based model (priority, impact, actionability), without fixed numerical commitments.
Any formal SLA, where applicable, is defined exclusively in the Partner Agreement or in specific commercial arrangements.

16.6 Clear Boundaries and Responsibilities

The support framework is designed to reinforce partner autonomy and accountability.

As a guiding principle:

• partners design, deploy, operate, and support customer environments;
• Zextras enables partners through knowledge, training, and structured processes;
• customer-facing support is never delivered directly by Zextras.

This model ensures clarity of roles, protects the partner--customer relationship, and supports a scalable and sustainable ecosystem.

17. Commercial Benefits, Incentives & Recognition

The Zextras Partner Program is designed to support sustainable and long-term partner growth.
Beyond enablement and governance, the program includes a set of commercial benefits and incentive mechanisms intended to reward consistency, scale, and responsible collaboration over time.

Commercial benefits are structured to reinforce the value of building recurring business, investing in competence, and growing within the ecosystem, without introducing automatic entitlements or rigid formulas.

17.1 Commercial benefits tied to scale and continuity

As partners grow and demonstrate consistent adoption of Zextras solutions, commercial conditions evolve accordingly.

The Partner Program is designed so that scale, continuity, and long-term engagement are progressively rewarded, across both subscription-based and usage-based licensing models.

These benefits are embedded within the licensing frameworks and reflect:

• sustained adoption over time,
• predictable usage or volume growth,
• responsible commercial behavior,
• alignment with program principles.

Commercial benefits are intended to support partners in building sustainable business models, rather than short-term transactional advantage.
Specific pricing conditions remain governed by the official price lists and related commercial documentation.

17.2 Incentive principles

Incentives within the Zextras Partner Program are designed as growth enablers, not automatic rewards.

They are governed by the following principles:

• incentives support strategic objectives, not isolated transactions,
• incentives reinforce quality, consistency, and delivery capability,
• incentives are evaluated case by case, based on context and impact.

Incentives are never guaranteed by default and do not replace core commercial conditions.
They are applied selectively to support meaningful partner initiatives and ecosystem growth.

17.3 Marketing Development Funds (MDF)

Marketing Development Funds are strategic co-investment tools designed to support partner-led demand generation and market development activities.

MDF initiatives are:

• proposed by partners,
• evaluated by Zextras based on strategic alignment, quality, and objectives,
• approved on a case-by-case basis.

Access to MDF discussions is tied to a partner's overall commercial maturity within the program and is typically introduced once a partner reaches an appropriate level of business scale and continuity.

MDF are intended to support activities that contribute to long-term pipeline development, market visibility, and ecosystem growth.

Detailed MDF rules, eligibility criteria, and operational processes are communicated separately to partners once eligibility requirements are met.

17.4 Other incentive mechanisms

Depending on context and strategic priorities, Zextras may activate additional incentive mechanisms to support partner growth.

These may include:

• targeted commercial initiatives,
• time-bound programs aligned with market needs,
• partner enablement initiatives linked to specific objectives.

All additional incentives are governed by program principles and evaluated independently from partnership level or licensing model.

17.5 Recognition and visibility

Recognition is an integral part of the Zextras Partner Program and reflects a partner's contribution to the ecosystem.

Recognition mechanisms may include:

• increased visibility within the Zextras ecosystem,
• participation in reference initiatives,
• acknowledgment of delivery quality and market contribution.

Recognition is not automatic and is based on demonstrated competence, responsibility, and alignment with program values.

17.6 Separation from pricing and contractual mechanisms

Commercial benefits, incentives, and recognition mechanisms are intentionally separated from core pricing structures and contractual terms.

This separation ensures:

• clarity between commercial conditions and growth initiatives,
• transparency in evaluation,
• fairness across the partner ecosystem.

Pricing, licensing conditions, and contractual obligations remain governed exclusively by the Partner Agreement and official commercial documentation.

17.7 A growth-oriented approach

The combination of commercial benefits, incentives, and recognition is designed to reinforce a single objective: support partners who invest in quality, responsibility, and long-term collaboration.

Partners who grow consistently within the program benefit from an environment that values:

• sustainable scale,
• operational maturity,
• trusted market presence.

This approach ensures that growth within the Zextras ecosystem is both rewarding and aligned with long-term value creation.

18. Territorial Expansion & Reseller Model

The Zextras Partner Program supports controlled and responsible territorial expansion, while preserving quality, accountability, and ecosystem consistency.

Expansion is designed to enable partners to grow their market presence without compromising delivery standards or governance principles.

18.1 A controlled two-level channel model

Territorial expansion within the Zextras ecosystem is based on a two-level channel model, where:

• Zextras works directly with authorized partners,
• partners may operate through affiliated resellers under defined conditions.

This model allows partners to extend their reach while maintaining a clear point of responsibility within the ecosystem.

18.2 Governance and approval principles

Any reseller or indirect commercial structure must operate within a clearly defined governance framework.

Key principles include:

• prior validation and approval by Zextras,
• alignment with program standards and values,
• clear definition of roles and responsibilities.

Zextras retains the right to assess whether proposed expansion models are coherent with strategic priorities and ecosystem sustainability.

18.3 Partner responsibility and accountability

Partners remain fully responsible for:

• onboarding and coordination of affiliated resellers,
• delivery quality and operational consistency,
• compliance with program rules and contractual obligations.

The partner acts as the primary reference point within the ecosystem, ensuring that reseller activities align with Zextras standards and customer expectations.

18.4 Commercial and financial responsibility

Commercial and financial accountability remains centralized at the partner level.

In particular:

• Zextras maintains contractual and commercial relationships exclusively with authorized partners,
• partners remain responsible for all commercial obligations arising from reseller activity,
• indirect sales structures do not transfer financial responsibility to Zextras.

This model ensures clarity, traceability, and protection across the ecosystem.

18.5 Quality, consistency, and compliance across the network

Territorial expansion is not evaluated solely on geographic coverage, but on the ability to maintain consistent quality and compliance.

Partners expanding through resellers are expected to:

• ensure adequate technical competence across the network,
• apply consistent delivery and support standards,
• respect brand, compliance, and governance requirements.

Zextras may periodically review reseller structures to ensure continued alignment with program principles.

18.6 Ecosystem-enabled opportunities

As the partner ecosystem evolves, Zextras may facilitate additional growth opportunities aligned with partner maturity and demonstrated capability.

Depending on context and readiness, this may include:

• introduction to potential affiliated resellers in other territories,
• referral of market opportunities or inbound requests outside the partner's primary geography,
• involvement in cross-territory or ecosystem-driven initiatives.

These opportunities are evaluated case by case and are based on factors such as:

• technical competence and delivery track record,
• ability to operate autonomously and responsibly,
• alignment with Zextras values and ecosystem standards.

The objective is to enable sustainable expansion through trusted partners, while preserving quality, accountability, and long-term ecosystem balance.

18.7 Sustainable expansion as a shared objective

Territorial expansion within the Zextras Partner Program is designed to be:

• gradual rather than aggressive,
• quality-driven rather than volume-driven,
• aligned with long-term ecosystem value.

This approach protects partners, customers, and the overall Zextras ecosystem, ensuring that growth remains sustainable, responsible, and mutually beneficial.

19. Legal Framework

The Zextras Partner Program is governed by a clear and transparent legal framework designed to protect both parties and ensure long-term, sustainable collaboration.

The legal framework defines roles, responsibilities, and boundaries, providing a stable foundation for operational autonomy, commercial clarity, and ecosystem trust.

19.1 The Partner Agreement

Participation in the Zextras Partner Program is formalized through the signature of a Partner Agreement.

The Partner Agreement:

• defines the legal relationship between Zextras and the partner,
• establishes rights and obligations of both parties,
• regulates commercial, operational, and compliance aspects of the partnership.

The Agreement represents the legally binding reference governing the partnership.

19.2 Relationship between the Agreement and the Partner Program

The Zextras Partner Program is formally recognized as part of the contractual framework governing the relationship between Zextras and its partners.

The Partner Agreement establishes the legal basis of the partnership and explicitly incorporates the Partner Program, including the commercial, technical, and organizational rules documented and communicated by Zextras through:

• agreements and contractual annexes,
• partner handbooks and guidelines,
• certification and enablement programs,
• commercial conditions and policies,
• operational procedures and governance frameworks.

This Partner Program Handbook is an official reference document within the Partner Program and is intended to explain, contextualize, and structure how the program operates in practice.

In case of discrepancies between documents:

• the Partner Agreement remains the legally binding reference,
• the Partner Program documentation provides the operational and organizational framework supporting its application.

Zextras reserves the right to update or amend the Partner Program over time, in accordance with the terms defined in the Partner Agreement, and commits to providing partners with adequate prior notice of material changes.

19.3 Contract duration and termination principles

The Partner Agreement is structured to support long-term collaboration.

Contract duration, renewal, and termination conditions are defined within the Agreement and are designed to:

• ensure continuity and stability,
• protect both parties in case of misalignment,
• preserve customer interests and operational integrity.

Termination of the partnership does not invalidate licenses already acquired by end customers, which remain valid according to their original terms.

19.4 License continuity and customer protection

The legal framework is designed to ensure continuity for end customers, regardless of changes in the partnership relationship.

In particular:

• active licenses remain valid for their contractual duration,
• customers are protected from service disruption,
• appropriate transition mechanisms may be activated when necessary.

This approach safeguards trust, operational stability, and market credibility.

19.5 Contractual annexes and supporting documents

The Partner Agreement may be complemented by contractual annexes and supporting documents that regulate specific aspects of the partnership.

These may include:

• commercial and territorial conditions,
• licensing and usage rules,
• enablement and certification requirements,
• reseller-related provisions where applicable.

Annexes are an integral part of the contractual framework and are updated as the partnership evolves.

19.6 Legal clarity as an enabler

The legal framework of the Zextras Partner Program is designed not as a constraint, but as an enabler.

Clear contractual boundaries allow partners to:

• operate with confidence,
• scale responsibly,
• protect customer relationships,
• build long-term value within the ecosystem.

This clarity ensures that collaboration remains predictable, fair, and aligned with shared objectives.

20. Governance, Compliance & Reputation

The Zextras Partner Program is built on trust, responsibility, and long-term credibility.
Governance, compliance, and reputation are essential to protect customers, partners, and the integrity of the entire ecosystem.

Partners are expected to operate in a way that reflects Zextras values, contractual commitments, and regulatory obligations, while preserving the reputation of the brand and the partner network as a whole.

20.1 Code of conduct and ethical standards

Partners are expected to:

• act with integrity, transparency, and professionalism,
• respect applicable laws, regulations, and contractual obligations,
• avoid misleading or inaccurate representations of Zextras solutions,
• operate fairly toward customers, other partners, and Zextras.

Ethical behavior is a foundational requirement of the partnership and applies to all commercial, technical, and marketing activities.

20.2 Brand usage and reputation protection

The Zextras brand represents trust, sovereignty, and reliability.

Partners must:

• use brand assets, trademarks, and messaging according to official guidelines,
• ensure consistency with Zextras positioning and values,
• avoid actions that could damage brand credibility or market perception.

Any public representation of Zextras solutions must be accurate, professional, and aligned with approved positioning.

20.3 Compliance and regulatory alignment

Partners are responsible for ensuring that their activities comply with:

• local and international regulations,
• data protection and privacy requirements,
• industry-specific compliance obligations relevant to their customers.

Zextras provides software designed for sovereignty-driven environments, while partners are responsible for compliant delivery, operation, and customer-facing services.

20.4 Export control and restricted territories

Partners must comply with:

• export control regulations,
• trade restrictions,
• sanctions and restricted territory rules.

Zextras reserves the right to define or update restrictions related to territories, customers, or use cases, in line with applicable laws and regulations.

20.5 Audit, verification, and governance oversight

To ensure ecosystem quality and compliance, Zextras may perform:

• partner activity reviews,
• certification and capability checks,
• verification of program adherence.

These activities are conducted with a partner-friendly approach and are intended to:

• preserve quality standards,
• protect customers,
• ensure long-term sustainability of the partner ecosystem.

20.6 Consequences of non-compliance

Failure to comply with program rules, contractual obligations, or governance principles may result in corrective actions, including:

• requests for remediation,
• limitation of access to program benefits,
• suspension or termination of partnership, as defined by contractual terms.

Governance mechanisms are designed to ensure fairness, consistency, and protection for the entire ecosystem.

21. Summary: What the Partner Program Guarantees

The Zextras Partner Program is designed to provide partners with a clear, structured, and sustainable framework to build long-term value in sovereignty-driven markets.

It is not a short-term commercial initiative, but a partnership model built on trust, competence, and shared responsibility.

By joining the Zextras ecosystem, partners can rely on the following core guarantees.

21.1 A clear and transparent framework

The Partner Program provides:

• well-defined roles and responsibilities,
• clear separation between partnership structure, licensing models, and incentives,
• transparent rules governing enablement, governance, and collaboration.

This clarity allows partners to plan, invest, and grow their business with confidence, knowing how the ecosystem operates and what is expected over time.

21.2 A merit-based growth model

Progress within the program is driven by:

• technical competence,
• delivery quality,
• project experience,
• ability to manage customer relationships autonomously.

Growth is not based on volume alone, but on demonstrated capability and responsibility.
This ensures fairness, credibility, and long-term sustainability for all partners.

21.3 Enablement before scale

Zextras is committed to enabling partners before expecting scale.

The program guarantees:

• structured training and certification paths,
• access to tools, documentation, and resources,
• progressive enablement aligned with partner maturity.

Partners are supported in building real expertise, allowing them to deliver value confidently and independently.

21.4 Access to opportunities within a protected ecosystem

The Partner Program creates a controlled and responsible ecosystem where:

• opportunities are aligned with partner maturity and capability,
• collaboration is based on transparency and trust,
• growth is guided, not chaotic.

As partners progress, they may gain access to increased opportunities, aligned with their demonstrated readiness and alignment with Zextras values.

21.5 Concrete benefits that support partner growth

While the Zextras Partner Program is built on values, competence, and long-term vision, it is also designed to support partners with tangible benefits that reinforce sustainable growth.

Within the program framework, partners may gain access to:

• commercial benefits aligned with licensing models and usage volumes,
• incentive mechanisms designed to reward commitment, execution, and quality,
• marketing and go-to-market initiatives that support partner-led demand generation,
• ecosystem-driven opportunities, including inbound requests and referrals, aligned with partner maturity and expertise.

These mechanisms are not automatic entitlements.
They are intentionally designed to support partners who demonstrate readiness, responsibility, and alignment with the program principles.

The objective is to create a balanced ecosystem where effort, capability, and collaboration are recognized, not only through positioning and enablement, but also through concrete opportunities and commercial value.

21.6 A long-term partnership vision

Zextras invests in:

• product innovation,
• sovereignty-driven positioning,
• brand credibility and market presence.

Partners benefit from being part of an ecosystem that is built for the long term, focused on regulated markets, data control, and trusted digital collaboration.

The success of the ecosystem depends on shared commitment, mutual respect, and responsible growth.

21.7 Building sovereign digital collaboration together

The Zextras Partner Program is an invitation to partners who want to:

• move beyond transactional resale,
• build meaningful, service-driven relationships with customers,
• play an active role in shaping sovereign digital collaboration.

Partners who align with these principles will find in Zextras a reliable, transparent, and committed long-term partner.

Together, we build an ecosystem where sovereignty, trust, and value creation go hand in hand.