Training Partner Terms of Service

Schedule – Training Partners

This schedule establishes the standards, expectations, and compensation structure for Fergus’ Training Partners delivering complementary Power Hour sessions to new Fergus customers. All training partners must adhere to these guidelines to drive exceptional customer experience and successful Fergus adoption, with an expectation that this will also drive additional success for training partners in their own businesses.

Program Overview

Power Hour Objectives

Within Fergus we view the new customer journey as fitting, broadly, into 3 stages:

1. New account setup
2. Customer trained on how to use the platform
3. Customer starting to use it and receiving value

The intent of a Power Hour is to complete stage 2.

Training Partner Benefits

Customer Success Objectives

Every new Fergus customer should achieve the following before 30 days after the day of their power hour session.

• Send 3 invoices from jobs where costs are recorded against the jobThis metric is demonstrably critical to customer success and long-term platform adoption. Partners play a vital role in assisting customers in achieving these milestones during their Power Hour session.

Customer Allocation

Fergus will allocate power hours to training partners based on assessment of the optimal outcome for the customer, the partner and Fergus, taking into consideration amongst other factors:

• Customer availability constraints
• Geographic location preferences
• Specific partner expertise matching customer needs
• Historic partner performance

Power Hour Session Standards

Sessions

• Duration: 60 minutes
• Format: One-on-one video conference with screen sharing capabilities
• Agenda: Include session agenda and preparation instructions in booking confirmations at least 24 hours prior to the power hour
• Follow-up: Follow up email with personalised next steps sent to the customer within 24 hours
• All customer emails regarding Power Hour sessions and follow-up must CC: training@fergus.com
• Reminders: Confirm session details with customer 24 hours in advance, plus automated same-day email reminders

Systems 

• Booking: Power hours can be booked through the booking system (e.g. calendly) of a partner’s choice, however training@fergus.com must be included in the event to provide Fergus visibility on booking dates, reschedules, cancellations etc

• Recording: Mandatory audio and video recording using approved tools (Fathom, Zoom, or equivalent), and shared with Fergus within 24 hours through the TripleSession system. Fergus reserves the right to review any session recording and regular quality audits will be conducted to ensure consistency. Consistent quality issues may result in additional training or contract review. Recordings used solely for quality assurance and training purposes and recordings will be treated as confidential customer information
• Cancellations / no-shows: While cancellations and no-shows are unfortunate, they are ultimately a part of any job involving working with external customers. The expectation is that partners will follow these up within 2 hours of the cancellation / no-show and make meaningful attempts to reschedule. If, after several reschedule attempts have been made, it has not been possible to do so then the customer can be handed back to Fergus to continue to attempt to reschedule, however Fergus cannot guarantee that they will be rescheduled with the same training partner as their original booking

Core Session Content 

It’s important to provide customers with the training that they need, not simply an

identical scripted basic session that doesn’t meet a lot of specific customer needs.

Must-cover topics to achieve customer success objectives:

1. Job creation
   1. Setup and costing
   2. Quoting, if relevant
   3. Ideally with an actual job that they have – if not (and FB enabled) then can use Fergus Coffee offer
      
      
2. Scheduling
   
   
3. How to cost track labour & material against the job phase
   
   
4. Invoicing the job
   1. Optional: Customer to invoice Fergus $20 (for a drink) if FergusPay is enabled

5.     Next steps

1. Clear action plan for at least 3 invoices within 30 days

 

Partner Certification

To become a Training Partner, certification with Fergus through a Training Partner Certification program will be required – involving the completion of an online learning course. Any employee of a training partner who is going to be providing power hours will be required to also go through this certification.

There will also be an expectation of annual re-certification to ensure that power hour providers stay up to date with Fergus functionality and best practices and are able to continue to provide the required level of service to Fergus customers.

Should training partners desire further training, Fergus will provide this, within the bounds of reason, and the certification program itself will be one that we continue to iterate on and training partner feedback on the program will be key to ensure that it is fit for purpose.

 

General Terms For All Partner Types

Items in these General Terms can be superseded by specific terms in the relevant schedule.

Agreement version 20 Jan 2026.

Partner Certification

• Further detail on the certification, where relevant, for each partner type can be found in the partner schedules.
• Fergus Partner certification allows the partner to display the ‘Fergus Certified’ badge on the partner’s marketing material.
• To earn and maintain certified-partner status, certified partners must ensure at least one staff member completes the certification requirements and maintains the certification status annually.
• Certified partners must offer clients value-added services that feature and include responding to their client enquiries about Fergus within two business

Representation

• The partner agrees to:
  • Refrain from using the name Fergus in the partner’s business name or product names.
  • Not represent themselves as Fergus, or agents of Fergus, in any form of marketing or advertising, or in any communications with clients or potential
  • Always make clear that the services and products provided by the partner are offered by the partner, not by Fergus
  • Any partner-customer offers must be agreed with Fergus in writing, prior to the start of the promotion of the offer.
    
    

Partner Review

• In their first year as a partner, partner activity will be reviewed by Fergus After their first year, partner activity will be reviewed in July and January.
• Fergus reserves the right to decline any organisation or individual from being a Fergus partner for any reason, without explanation.
  
  

Partner Connections In Fergus

Partners can maintain a Fergus partner login (a client connection) for each their clients in the Fergus application to support their clients.

While a client connection is active:

• The partner may log in to the Client’s account

• No other partners may connect to the client

Partners connect to their clients by completing the online request form... The next time the client logs in to their Fergus Account, they will receive a notification that the partner wishes to connect and the client can either accept or decline the invitation. Once the client accepts, the partner and client are connected.

The client may disconnect from the partner at any time by de-activating the

partner’s support account within their Fergus account.

Partners with a client connection are subject to the terms of this partner agreement and the Fergus Terms of Use at Terms of Service | Fergus

Payment process

At the end of each month, Fergus will calculate the eligible payments for each partner based on data in the Fergus system and activity in the prior month. Fergus will make payment to the partner basis on this calculation. To receive a payment, partners are required to have provided payment details including bank account name and bank account number and GST/VAT status to Fergus accounts team at finance@fergus.com by the 14th of the month after becoming eligible for a payment or entitlement to that payment will lapse. Fergus will provide the partner with a buyer-created invoice for their records if requested.

Duration of the agreement

Once the partner application has been accepted by Fergus, this agreement will remain in place until terminated by either party.

Fergus reserves the right to change any part of this agreement by providing notice of one month to the partner.

Either party may terminate this agreement for any reason, giving notice of one month. Upon termination, any partner payment balance to the termination date will be paid by Fergus and there will be no payments after termination date.