37.1 Purpose

This policy outlines the procedures and requirements governing the transfer of a FootfallCam Analytics Manager V9 account service provider from one authorised partner to another.

A transfer may occur when the account owner chooses to appoint a different partner to manage deployment, provide technical support, or handle future purchases. Common scenarios include:

• The existing partner is no longer providing active support.

• The customer wishes to consolidate support under another partner.

• The customer previously purchased devices through multiple vendors and wishes to appoint a single partner to manage the deployment.

FootfallCam operates a partner-led service model, where each account is supported by one designated service provider at any given time. This policy ensures that account transfers are conducted in a structured, fair, and transparent manner, protecting the interests of the customer, the incumbent partner, and the partner ecosystem.

The objectives of this policy are to:

• Ensure continuity of deployment and support for the customer.

• Maintain fairness between partners who have invested in developing the account.

• Provide a transparent process for resolving channel conflicts.

• Protect contractual obligations related to support subscriptions and billing.

37.1.1 Multi-Partner Channel Conflict Management

In a global partner ecosystem, situations may occasionally arise where multiple partners become involved with the same customer account. This may happen when a customer independently approaches different resellers, purchases devices through different channels, or explores alternative service providers.

FootfallCam recognises that such multi-partner channel conflicts are sometimes unavoidable in an open distribution environment. Our objective in these situations is to ensure fairness, transparency, and the long-term stability of both the customer deployment and the partner ecosystem.

As a general principle, FootfallCam prioritises the partner who first introduced or actively developed the account, particularly where the partner has invested time in deployment, support, or customer relationship management. However, we also recognise that customers may occasionally engage multiple suppliers, and these situations require careful coordination.

Conflict Resolution Process

When a channel conflict arises, FootfallCam will manage the situation through the following structured process:

1. Internal Review

   FootfallCam will review the account history, including:

   • Device purchase records

   • Deployment involvement

   • Support history

   • Partner engagement with the customer

2. Consultation with the Incumbent Partner

   FootfallCam will privately consult the existing service provider to understand:

   • Their involvement in the deployment

   • Existing support commitments

   • Any commercial or contractual considerations

3. Customer Clarification

   Where appropriate, FootfallCam may arrange a discussion involving:

   • The customer

   • FootfallCam

   • The relevant partner(s)

   This ensures that responsibilities and expectations are clearly understood.

The purpose of this process is not to arbitrarily reassign accounts, but to ensure that the customer receives consistent support while maintaining fairness and trust within the partner network.

Partners should expect that FootfallCam will manage such situations through a documented and consistent mediation process guided by fairness, transparency, and long-term ecosystem stability.

37.1.2 Multiple Reseller Purchase Scenarios

Customers may occasionally purchase devices from multiple resellers or suppliers. In such cases:

• Device supply may originate from different partners.

• However, the V9 account must still be managed by a single designated service provider.

The designated service provider will be responsible for:

• System deployment coordination

• Technical support

• Software subscription management

• Account administration

Other resellers who supplied hardware do not automatically gain service provider rights to the V9 account.

The customer may request a change of service provider if they wish to consolidate management under a different partner, subject to the conditions outlined in this policy.

37.2 Conditions for Account Transfer

An account transfer request may only be processed when the following conditions are met.

1. Customer Authorisation

The request must originate from the new service provider and include written authorisation from the account owner confirming the transfer.

2. Outstanding Financial Obligations

Any outstanding support contract fees or subscription payments must be fully settled before a transfer can be approved.

This includes:

• Unpaid software support subscriptions

• Contractual support agreements issued by the incumbent service provider

• Any other outstanding charges related to the FootfallCam deployment

If outstanding payments exist, the transfer request will be placed on hold until the obligations are cleared.

3. Contractual Support Agreements

If the customer has an active support agreement with the incumbent partner, the transfer may only proceed when:

• The agreement has expired, or

• Both parties mutually agree to terminate the agreement, or

• Any remaining contractual obligations have been settled.

FootfallCam will not intervene in commercial disputes between the customer and the partner but may require confirmation that contractual matters have been resolved.

37.3 Account Transfer Procedure

37.3.1 Initial Request

The new service provider must initiate the transfer request by notifying FootfallCam.

The request must include documentation confirming that the customer wishes to appoint the new partner as their designated service provider.

37.3.2 Documentation and Authorisation

The new service provider must provide an authorised letter from the account owner confirming the transfer.

The letter must:

• Be written on official company letterhead

• Be signed by an authorised representative

• Clearly state the customer's request to transfer the account service provider

• Include the new service provider's company name and company details

• Specify the effective date of the transfer

The new service provider should also advise the customer to inform the current service provider of their decision, ensuring transparency between all parties.

37.3.3 Review and Approval

FootfallCam will review the submitted documentation and verify compliance with this policy.

Upon approval, the account transfer process will typically be completed within 30 working days.

Additional time may be required if:

• The account is hosted on the existing partner's server

• The account is hosted on the customer's own infrastructure

• Data migration or system reconfiguration is required

In such cases, the account may need to be migrated to either:

• FootfallCam Cloud, or

• The new service provider's infrastructure

Additional technical work and migration costs may apply depending on the deployment structure.

37.3.4 Access Transfer

Once the transfer is approved, FootfallCam will facilitate the transition of account access.

The account owner's administrator is responsible for:

• Removing user access granted to the previous service provider

• Updating account passwords

• Ensuring that only authorised users retain system access

If required, FootfallCam may assist in revoking access permissions from the previous service provider.

37.4 Subscription and Billing Management

FootfallCam manages software subscription billing at the V9 company account level, rather than at the individual reseller level.

This means:

• Each V9 account has one billing relationship for software subscription and support.

• Multiple resellers supplying hardware do not create separate subscription contracts within the same account.

Transfer of Billing Responsibility

After the transfer:

• The new service provider will assume responsibility for the software subscription associated with the account.

• FootfallCam will invoice the subscription fee to the new service provider.

• The new service provider will then manage invoicing and billing with the customer.

Existing Support Subscriptions

If a support subscription already exists:

• The subscription remains valid and continues under the new service provider.

• The billing responsibility will transition to the new partner after the transfer is completed.

37.5 Policy Governance

FootfallCam reserves the right to:

• Review and update this policy as necessary

• Refuse or delay account transfer requests that do not comply with the policy

• Suspend transfers in cases involving unresolved financial or contractual disputes

The goal of this policy is to ensure that account transfers are handled fairly, transparently, and with minimal disruption to the customer's deployment.