1. INTRODUCTION

This Appendix 4 forms part of the Smackdab Inc. General Partner Agreement (“General Agreement”), Solution & Affiliate Partner Agreement (“S&A Agreement”), and Technology Partner Agreement (“Tech Agreement”). It provides a comprehensive framework for resolving disputes that may arise between Smackdab and its Partners. In the event of any conflict between this Appendix 4 and any of the aforementioned agreements, this Appendix 4 shall prevail with respect to dispute resolution procedures. Capitalized terms not defined herein shall have the meanings assigned to them in the General Agreement, S&A Agreement, or Tech Agreement, as applicable.

2. DISPUTE CATEGORIES AND ENTRY POINTS

2.1. Dispute Categories

This Dispute Resolution Flowchart addresses the following categories of disputes:

2.1.1. Commission and Payment Disputes

• Commission calculation disagreements

• Payment timing issues

• Qualification of sales for commission purposes

• Client attribution disputes

• Clawback disagreements

• Tier-based commission rate disputes

• Multi-year contract commission disputes

• Currency conversion disputes for international Partners

2.1.2. Implementation and Support Disputes

• Implementation timeline disagreements

• Scope of work disputes

• Quality of deliverables

• Support response time issues

• Service level agreement interpretation

• Technical specification disagreements

• Acceptance criteria disputes

• Change request pricing disputes

2.1.3. Client Transition Disputes

• Client ownership disputes upon Partner tier change

• Client transition issues upon termination

• Client data ownership and transfer disputes

• Client relationship management disputes

• Client communication responsibilities

• Post-termination support obligations

• Client consent requirements for transitions

• Confidentiality issues during transitions

2.1.4. Intellectual Property Disputes

• Ownership of customizations and integrations

• Trademark usage disputes

• License scope and limitation disagreements

• Technology contribution ownership disputes

• Copyright infringement claims

• Patent infringement concerns

• Trade secret misappropriation allegations

• Joint development intellectual property allocation

2.1.5. Data Protection and Privacy Disputes

• Data processing responsibility disputes

• Cross-border data transfer issues

• Data breach response disagreements

• Data subject request handling disputes

• Privacy compliance interpretation issues

• Security measure adequacy disputes

• Consent management disagreements

• Data retention and deletion disputes

2.1.6. Partner Tier Status Disputes

• Qualification criteria interpretation

• Performance metric calculation disagreements

• Tier downgrade disputes

• Tier upgrade eligibility disputes

• Compliance with tier requirements

• Special circumstance considerations

• Customer satisfaction measurement disputes

• Geographic market classification disputes

2.2. Dispute Entry Points

The following entry points initiate the dispute resolution process:

2.2.1. Partner Portal Dispute Submission

• Primary method for initiating disputes

• Available 24/7 through secure Partner Portal

• Requires structured information based on dispute type

• Automatically generates a unique dispute tracking number

• Notifies appropriate Smackdab personnel

• Provides documentation upload capabilities

• Maintains a complete audit trail

• Allows for status tracking throughout resolution process

2.2.2. Email Dispute Notification

• Secondary method when Partner Portal is unavailable

• Email must be sent to [email protected] with “DISPUTE NOTIFICATION” in subject line

• Must include all required information relevant to dispute type

• Should reference applicable agreement sections

• Must include Partner contact information for resolution

• Will be entered into Portal by Smackdab personnel

• Less structured than Portal submission

• May result in longer processing time

2.2.3. Formal Written Notice

• Used for high-severity disputes

• Must be delivered according to Notice provisions in Section 11.2 of the General Agreement

• Must be signed by authorized representative

• Requires detailed dispute description and supporting documentation

• Will be entered into tracking system by Smackdab personnel

• Initiates highest level of internal escalation at Smackdab

• Results in formal dispute acknowledgment within 2 business days

• Used for disputes potentially leading to termination

3. LEVEL ONE: OPERATIONAL DISPUTE RESOLUTION

3.1. Initial Response Requirements

3.1.1. Acknowledgment Timeframes

• Standard disputes: Within 2 business days

• High-priority disputes: Within 1 business day

• Critical disputes: Within 4 business hours

• Acknowledgment must include unique tracking identifier

• Initial response must include name of assigned Smackdab representative

• Response must confirm receipt of all submitted materials or request additional information

• Response must include expected timeline for next steps

• Response must reference this Appendix and applicable resolution process

3.1.2. Required Initial Documentation

• Completed dispute submission form (Portal submission) or equivalent information (email/written notice)

• Specific details regarding the nature and scope of the dispute

• Relevant dates and timeline of events leading to the dispute

• Identification of specific agreement provisions at issue

• Clear articulation of desired resolution

• Supporting evidence and documentation

• Contact information for Partner’s authorized representative for resolution discussions

• Internal ticket or case numbers if previously discussed with Smackdab personnel

3.2. Operational Level Resolution Process

3.2.1. Initial Assessment (Days 1-5)

• Review of dispute submission and supporting documentation

• Classification of dispute category and severity

• Assignment to appropriate operational specialist

• Preliminary investigation of facts and circumstances

• Identification of additional information needs

• Initial feedback to Partner with findings and questions

• Determination of resolution path based on dispute type

• Scheduling of operational level discussion

3.2.2. Operational Discussion (Days 6-15)

• Meeting between Partner representative and Smackdab operational specialist

• Review of facts and positions from both parties

• Clarification of agreement terms relevant to dispute

• Exploration of potential resolution options

• Documentation of agreements and disagreements

• Development of action plans for resolved items

• Identification of items requiring further escalation

• Scheduling of follow-up meeting if needed

3.2.3. Resolution Documentation (Days 16-20)

• Written summary of agreed resolution points

• Documentation of implementation steps and timeline

• Confirmation of any changes to business relationship

• Clear articulation of each party’s commitments

• Signatures from both party representatives

• Entry of resolution into Partner relationship management system

• Scheduling of follow-up verification

• Closure of dispute ticket if fully resolved

3.3. Escalation to Level Two Criteria

Disputes will be escalated to Level Two if any of the following criteria are met:

3.3.1. Time-Based Escalation Triggers

• No resolution reached within 20 business days at operational level

• No substantive progress in discussions for 10 consecutive business days

• Three unsuccessful operational discussion meetings

• Mutual agreement that operational level cannot resolve the dispute

• Partner formally requests escalation after minimum 10 business days at operational level

• Operational specialist recommends escalation

• Dispute involves multiple operational teams with conflicting positions

• Legal department advises escalation based on risk assessment

3.3.2. Severity-Based Escalation Triggers

• Potential financial impact exceeds $10,000

• Dispute involves potential breach of material contract terms

• Dispute involves data security or privacy concerns

• Dispute impacts multiple Clients

• Dispute involves intellectual property ownership claims

• Dispute resolution requires policy exception or contract amendment

• Dispute involves allegations of legal violations

• Dispute presents significant reputational risk to either party

4. LEVEL TWO: MANAGEMENT DISPUTE RESOLUTION

4.1. Management Level Escalation Process

4.1.1. Escalation Package Preparation (Days 1-5 of Level Two)

• Compilation of operational level discussion documentation

• Summary of issues resolved at operational level

• Detailed description of remaining disputed issues

• Relevant agreement provisions and interpretation perspectives

• Summary of factual disagreements

• Financial and business impact analysis

• Operational specialist recommendations

• Supporting documentation and evidence

4.1.2. Management Level Assignment

• Assignment to Smackdab director-level or senior manager

• Selection based on dispute subject matter expertise

• Notification to Partner of management escalation

• Invitation to Partner to designate management level representative

• Scheduling of management discussion meeting

• Distribution of escalation package to both parties

• Setting of preparation expectations

• Confirmation of decision-making authority

4.1.3. Management Discussion (Days 6-15 of Level Two)

• Structured meeting between management representatives

• Review of escalation package and disputed items

• Business impact consideration and relationship context

• Negotiation of potential compromise solutions

• Documentation of agreed resolution points

• Identification of items requiring executive escalation

• Development of implementation plan for resolved items

• Definition of success metrics for resolution implementation

4.1.4. Resolution Documentation (Days 16-20 of Level Two)

• Formal resolution memorandum

• Clear documentation of all resolved issues

• Implementation responsibilities and timeline

• Identification of any contract modifications required

• Signatures from management representatives

• Distribution to operational teams for implementation

• Entry in relationship management system

• Scheduling of verification checkpoints

4.2. Escalation to Level Three Criteria

Disputes will be escalated to Level Three if any of the following criteria are met:

4.2.1. Time-Based Escalation Triggers

• No resolution reached within 20 business days at management level

• No substantive progress in discussions for 10 consecutive business days

• Two unsuccessful management discussion meetings

• Mutual agreement that management level cannot resolve the dispute

• Partner formally requests escalation after minimum 10 business days at management level

• Management representative recommends escalation

• Legal department advises escalation based on risk assessment

• Dispute resolution requires executive approval due to policy implications

4.2.2. Severity-Based Escalation Triggers

• Potential financial impact exceeds $50,000

• Dispute involves potential termination of Partner relationship

• Dispute involves significant legal or regulatory compliance issues

• Dispute has industry-wide implications

• Dispute involves multiple Partners

• Resolution requires exception to corporate policies

• Dispute poses significant business continuity risk

• Dispute involves public communications or statements

5. LEVEL THREE: EXECUTIVE DISPUTE RESOLUTION

5.1. Executive Level Escalation Process

5.1.1. Escalation Package Preparation (Days 1-5 of Level Three)

• Comprehensive case file including all prior resolution attempts

• Executive summary of dispute and business implications

• Risk analysis and legal assessment

• Financial impact analysis

• Relationship history and strategic context

• Market and competitive implications

• Policy and precedent considerations

• Recommended resolution options with pros and cons

5.1.2. Executive Level Assignment

• Assignment to Smackdab executive (VP level or above)

• Selection based on dispute subject matter and relationship oversight

• Notification to Partner of executive escalation

• Invitation to Partner to designate executive level representative

• Preliminary executive communication to establish rapport

• Scheduling of executive discussion meeting

• Distribution of escalation package to both executives

• Setting of resolution expectations and parameters

5.1.3. Executive Discussion (Days 6-15 of Level Three)

• Structured meeting between executive representatives

• Strategic relationship discussion and context setting

• Focused review of unresolved issues

• Exploration of creative resolution options

• Consideration of broader business relationship

• Agreement on resolution principles

• Delegation of implementation details to management team

• Commitment to relationship preservation and improvement

5.1.4. Resolution Documentation (Days 16-20 of Level Three)

• Formal resolution agreement

• Comprehensive documentation of all resolved issues

• Strategic relationship commitments

• Implementation plan with accountabilities

• Signature by executives with binding authority

• Communication plan for internal and Client audiences

• Entry in relationship management system

• Executive-sponsored implementation oversight

5.2. Escalation to External Dispute Resolution

If executive level resolution is unsuccessful, the dispute will proceed to external dispute resolution as follows:

5.2.1. Escalation Decision Point

• Determination made after 20 business days at executive level

• Joint assessment of likelihood of internal resolution

• Consideration of relationship impact of external escalation

• Legal assessment of strength of positions

• Cost-benefit analysis of continued internal efforts vs. external resolution

• Timeline considerations and business urgency

• Client impact assessment

• Final good faith attempt at resolution

5.2.2. Mediation Requirement

• Mandatory mediation before other external processes

• Joint selection of mediator from JAMS panel

• Scheduling within 30 days of escalation decision

• Location in Collier County, Florida (or virtual by agreement)

• Equal cost sharing for mediator fees

• Pre-mediation submissions due 10 days before session

• Senior executives with settlement authority must attend

• Minimum one full day mediation session

6. EXTERNAL DISPUTE RESOLUTION

6.1. Mediation Process

6.1.1. Mediator Selection and Scheduling

• Parties shall jointly select mediator from JAMS panel

• If unable to agree on mediator, JAMS shall make selection

• Mediation scheduled within 30 days of mediator selection

• Location in Collier County, Florida, unless otherwise agreed

• Mediation session scheduled for minimum of one full day

• Parties may agree to extend mediation to additional days

• Virtual mediation permitted by mutual agreement

• Mediation fees and expenses shared equally

6.1.2. Mediation Submissions

• Written submissions due to mediator 10 days before session

• Submissions limited to 15 pages excluding exhibits

• Submissions must include:

  • Factual background and dispute summary

  • Key contract provisions and interpretations

  • Relief sought and settlement positions

  • Prior settlement discussions and offers

  • Obstacles to settlement

  • Supporting documentation

• Confidential submissions permitted if disclosed to mediator

6.1.3. Mediation Attendance Requirements

• Senior executives with full settlement authority must attend

• Legal counsel permitted to attend

• Subject matter experts may attend with advance notice

• Attendance limited to those with direct involvement

• All attendees must sign confidentiality agreement

• Virtual attendance permitted with advance notice

• Mediator has discretion to meet privately with attendees

• Complete attendance throughout entire session required

6.1.4. Mediation Confidentiality

• All communications during mediation are confidential

• May not be used in subsequent proceedings

• Mediator may not be called as witness in any proceeding

• Documents created for mediation are confidential

• Settlement offers and negotiations are confidential

• Joint session discussions are confidential

• Private caucus discussions are confidential

• Written agreement required for any confidentiality waiver

6.2. Binding Arbitration Process

If mediation is unsuccessful, disputes shall proceed to binding arbitration as follows:

6.2.1. Arbitration Initiation

• Written demand for arbitration must be served within 30 days after unsuccessful mediation

• Demand must specify claims, relevant facts, and relief sought

• Filed with JAMS in accordance with its Streamlined Arbitration Rules and Procedures

• Copy of demand must be delivered to other party per notice provisions

• Filing fee paid by initiating party

• Responding party must file answer within 14 days

• Counterclaims must be included in answer

• Administrative conference scheduled within 21 days of initiation

6.2.2. Arbitrator Selection

• Single arbitrator with commercial dispute expertise

• Selected from JAMS panel of neutrals

• Parties may review arbitrator biographies and disclosures

• Each party may strike up to two proposed arbitrators

• Rankings of remaining candidates submitted to JAMS

• JAMS appoints based on combined rankings

• Conflicts and disclosures must be resolved before appointment

• Arbitrator must affirm ability to render decision within timeframe

6.2.3. Arbitration Schedule and Procedures

• Preliminary conference within 14 days of arbitrator appointment

• Schedule established for limited discovery

• Discovery limited to:

  • Exchange of relevant documents

  • Maximum of two depositions per side

  • Limited interrogatories (no more than 15 per side)

  • Limited requests for admission (no more than 15 per side)

• Dispositive motions permitted only with arbitrator approval

• Hearing scheduled within 90 days of preliminary conference

• Hearing location in Collier County, Florida

• Estimated hearing duration established (typically 1-3 days)

• Pre-hearing briefs due 10 days before hearing

• Witness lists and exhibits due 10 days before hearing

6.2.4. Arbitration Hearing

• Conducted in accordance with JAMS procedures

• Rules of evidence applied flexibly

• Each party entitled to opening statement

• Party with burden of proof presents first

• Direct and cross-examination of witnesses

• Arbitrator may question witnesses

• Demonstrative exhibits permitted

• Expert testimony permitted

• Hearing transcribed by certified reporter

• Post-hearing briefs at arbitrator’s discretion

6.2.5. Arbitration Award

• Written, reasoned award required

• Issued within 30 days of hearing conclusion or post-hearing briefs

• Award shall address all claims and counterclaims

• Arbitrator may award damages, specific performance, and declaratory relief

• Arbitrator may not award punitive or exemplary damages

• Arbitrator shall allocate arbitration costs based on outcome

• Each party responsible for own attorney’s fees unless agreement provides otherwise

• Award is final and binding

• Limited grounds for appeal per Federal Arbitration Act

6.3. Judicial Proceedings

6.3.1. Limited Court Intervention

• Courts may intervene only for:

  • Enforcement of arbitration agreement

  • Issuance of preliminary injunctive relief

  • Confirmation of arbitration award

  • Vacatur of arbitration award on limited statutory grounds

  • Enforcement of final judgment

  • Other grounds explicitly permitted by Federal Arbitration Act

6.3.2. Exclusive Jurisdiction and Venue

• Federal or state courts located in Collier County, Florida

• Parties consent to personal jurisdiction in these courts

• Parties waive any objection to venue in these courts

• Parties waive any claim of forum non conveniens

• Governing law per Section 9.6 of General Agreement

• Court proceedings conducted in English language

• Service of process per agreement notice provisions

• Expedited proceedings may be requested where appropriate

6.3.3. Injunctive Relief

• Available for:

  • Intellectual property infringement

  • Confidential information misuse

  • Data protection violations

  • Reputation-damaging activities

  • Other irreparable harm

• Must demonstrate:

  • Likelihood of success on merits

  • Irreparable harm

  • Balance of equities

  • Public interest considerations

• Temporary restraining orders available ex parte in emergency

• Preliminary injunction requires notice and hearing

• Bond requirements as determined by court

• Duration limited to necessity of circumstances

7. SPECIAL DISPUTE PROCEDURES

7.1. Expedited Procedure for Time-Sensitive Disputes

7.1.1. Qualification Criteria

• Immediate business impact exceeding $25,000

• Affecting active Client implementations

• Jeopardizing imminent sales closing

• Involving critical security vulnerabilities

• Impacting service availability

• Requiring decision within 5 business days

• Affecting regulatory compliance deadlines

• Partner certification by officer of time-sensitivity

7.1.2. Expedited Process

• Submission via Partner Portal with “EXPEDITED” designation

• Immediate escalation to appropriate director level

• Initial response within 4 business hours

• Conference call scheduled within 24 hours

• Abbreviated position statements (3 pages maximum)

• Decision rendered within 3 business days

• Implementation plan within 24 hours of decision

• Documentation follows standard procedures

• May still be subject to later formal review

7.2. Technical Dispute Resolution Process

7.2.1. Technical Expert Panel Formation

• Applicable for:

  • API functionality disputes

  • Integration performance issues

  • Security requirement interpretation

  • Technical specification compliance

  • Data format and structure issues

  • Protocol implementation disagreements

  • Technical documentation interpretation

  • Compatibility determination

7.2.2. Technical Resolution Process

• Joint selection of third-party technical expert

• Expert must have relevant domain expertise

• Both parties submit technical documentation

• Structured testing protocol development

• Objective measurement criteria established

• Controlled testing environment created

• Supervised testing and documentation

• Technical findings report issued

• Non-binding recommendation provided

• Incorporation into standard dispute process

7.3. Client-Impacting Dispute Procedures

7.3.1. Client Communication Protocol

• Joint development of Client messaging

• Designation of primary Client contact

• Agreement on information to be shared

• Prohibition on disparagement

• Commitment to service continuity

• Regular Client status updates

• Documentation of all Client communications

• Client feedback incorporation

7.3.2. Client Transition Management

• Service continuity requirements

• Data access preservation

• Support responsibility designation

• Knowledge transfer requirements

• Documentation handover process

• Client consent management

• Timeline for transition activities

• Client satisfaction verification

8. DOCUMENTATION REQUIREMENTS

8.1. Required Dispute Documentation

8.1.1. Initial Dispute Submission Requirements

• Completed dispute submission form or equivalent written notice

• Clear dispute category identification

• Factual background statement (chronology of events)

• Specific contract provisions at issue (exact section references)

• Relief or remedy sought

• Prior communication and resolution attempts

• Supporting documentation and evidence

• Contact information for authorized representatives

8.1.2. Level-Specific Documentation Requirements

a. Operational Level Requirements

• Meeting minutes from all operational discussions

• Written summary of agreed facts and disputed issues

• Documentation of resolution proposals and counterproposals

• Status reports on partial implementations

• Technical documentation for technical disputes

• Operational level findings and recommendations

• Cost impact analysis where applicable

• Timeline documentation for time-based disputes

b. Management Level Requirements

• Escalation package from operational level

• Management assessment of unresolved issues

• Business impact analysis

• Relationship history and context summary

• Policy and precedent analysis

• Resolution proposal with implementation plan

• Communication plan for stakeholders

• Risk assessment for unresolved scenarios

c. Executive Level Requirements

• Comprehensive case file from prior levels

• Executive summary with key decision points

• Strategic relationship assessment

• Market and competitive analysis

• Financial models for proposed resolutions

• Legal risk assessment

• Precedent implications analysis

• Resolution agreement template

8.1.3. External Resolution Documentation

• Mediation statements and supporting materials

• Settlement agreements and implementation plans

• Arbitration demands and responses

• Witness statements and expert reports

• Hearing exhibits and demonstratives

• Post-hearing submissions

• Arbitration awards and opinions

• Court filings for enforcement or appeal

8.2. Documentation Standards and Formats

8.2.1. Format Standards

• Business records in native format with metadata preserved

• Legal documents in PDF format

• Communications records showing all recipients

• Document filename convention: [DATE YYYY-MM-DD][DISPUTE ID][DOCUMENT TYPE]_[VERSION]

• All submissions paginated sequentially

• All exhibits numbered consecutively

• Referenced agreements in complete form

• Email communications in chronological thread format

8.2.2. Submission Methods

• Partner Portal uploads for all standard documentation

• Email attachments only when Portal unavailable

• Physical documents sent to authorized representative

• Electronic documents preferred in all circumstances

• Secure file transfer for large document collections

• Real-time collaborative documents for working drafts

• Video/audio recordings via secure link only

• Electronic signatures accepted on all documentation

8.2.3. Documentation Preservation Requirements

• All dispute documentation retained for minimum 3 years

• Extended retention for disputes involving:

  • Intellectual property (7 years)

  • Data protection issues (5 years)

  • Regulatory matters (7 years or regulatory requirement)

  • Contract interpretation precedents (term of agreement plus 2 years)

• Chain of custody maintained for critical evidence

• Electronic documents preserved with metadata intact

• Version control maintained for all documentation

• Access logs maintained for confidential materials

9. TIMEFRAMES AND ESCALATION PATHS

9.1. Standard Timeframes by Dispute Category

9.1.1. Commission and Payment Disputes

• Operational Level: 15 business days

• Management Level: 15 business days

• Executive Level: 10 business days

• Total internal resolution target: 40 business days

• Expedited procedure available for disputes exceeding $25,000

9.1.2. Implementation and Support Disputes

• Operational Level: 10 business days

• Management Level: 10 business days

• Executive Level: 10 business days

• Total internal resolution target: 30 business days

• Technical dispute resolution procedure incorporated at operational level

9.1.3. Client Transition Disputes

• Operational Level: 10 business days

• Management Level: 10 business days

• Executive Level: 5 business days

• Total internal resolution target: 25 business days

• Client communication protocol activated at outset

9.1.4. Intellectual Property Disputes

• Operational Level: 20 business days

• Management Level: 20 business days

• Executive Level: 20 business days

• Total internal resolution target: 60 business days

• Legal department involvement from initial submission

9.1.5. Data Protection and Privacy Disputes

• Operational Level: 10 business days

• Management Level: 10 business days

• Executive Level: 10 business days

• Total internal resolution target: 30 business days

• Privacy officer involvement from initial submission

9.1.6. Partner Tier Status Disputes

• Operational Level: 15 business days

• Management Level: 15 business days

• Executive Level: 15 business days

• Total internal resolution target: 45 business days

• Partner program committee review at management level

9.2. Escalation Path by Dispute Category

9.2.1. Commission and Payment Disputes

• Operational: Partner Account Manager and Commission Specialist

• Management: Finance Director and Partner Program Director

• Executive: Chief Financial Officer and VP of Partnerships

9.2.2. Implementation and Support Disputes

• Operational: Project Manager and Support Team Lead

• Management: Professional Services Director and Client Success Director

• Executive: VP of Professional Services and Chief Customer Officer

9.2.3. Client Transition Disputes

• Operational: Partner Account Manager and Client Success Manager

• Management: Partner Program Director and Client Success Director

• Executive: VP of Partnerships and Chief Customer Officer

9.2.4. Intellectual Property Disputes

• Operational: Legal Operations Manager and Product Manager

• Management: Associate General Counsel and Product Director

• Executive: General Counsel and Chief Product Officer

9.2.5. Data Protection and Privacy Disputes

• Operational: Privacy Manager and Security Manager

• Management: Data Protection Officer and Information Security Director

• Executive: General Counsel and Chief Information Security Officer

9.2.6. Partner Tier Status Disputes

• Operational: Partner Account Manager and Partner Program Manager

• Management: Partner Program Director and Sales Operations Director

• Executive: VP of Partnerships and Chief Revenue Officer

10. DISPUTE RESOLUTION EXAMPLES

10.1. Commission Dispute Example Flow

10.1.1. Scenario Description

• Partner registers lead through Partner Portal

• Lead converts to Client 45 days later

• Partner expects commission based on tier rate

• Smackdab calculates lower commission amount

• Discrepancy relates to product mix in subscription

10.1.2. Resolution Flow Example

• Partner submits dispute via Partner Portal with commission calculation evidence

• Operational Level: Account Manager and Commission Specialist review

  • Review lead registration documentation

  • Analyze product subscription details

  • Consult commission eligibility rules

  • Identify specific calculation discrepancy

  • Meet with Partner to explain methodology

  • Agree on correct calculation method

  • Process commission adjustment

  • Document resolution and rationale

  • Communicate to finance department

  • Close dispute with Partner acknowledgment

10.2. Implementation Dispute Example Flow

10.2.1. Scenario Description

• Partner conducting Client implementation

• Dispute over scope of included integration services

• Contract interpretation disagreement

• Impact on implementation timeline and budget

• Client expecting completion by specific date

10.2.2. Resolution Flow Example

• Partner submits dispute via Partner Portal with contract interpretation evidence

• Operational Level: Project Manager and Partner Support Specialist review

  • Unable to resolve contract interpretation issue

  • Escalate to Management Level

• Management Level: Professional Services Director and Partner Program Director

  • Review contract language and statement of work

  • Consult similar implementation precedents

  • Develop compromise solution with shared responsibility

  • Create revised implementation plan with timeline

  • Document specific deliverables and responsibilities

  • Obtain client approval of revised plan

  • Update implementation tracking system

  • Close dispute with signed acknowledgment

10.3. Technical Integration Dispute Example Flow

10.3.1. Scenario Description

• Technology Partner develops integration

• Integration fails security review

• Disagreement over specific security requirement interpretation

• Technical specifications ambiguity

• Time-sensitive release blocked by dispute

10.3.2. Resolution Flow Example

• Partner submits expedited dispute via Partner Portal

• Technical Expert Panel Formed

  • Smackdab Security Architect appointed

  • Partner Security Engineer appointed

  • Independent security consultant jointly selected

  • Technical specifications and implementation reviewed

  • Controlled testing environment established

  • Integration security testing performed

  • Specific vulnerability identified and confirmed

  • Remediation option identified with minimal impact

  • Technical findings documented with timeline

  • Partner implements required security changes

  • Expedited re-review scheduled

  • Integration approved for release

  • Process improvements identified for future

11. REVISION HISTORY

Version	Date	Description
1.0	April 27, 2025	Initial release

⚠️ ATTORNEY REVIEW NOTE: This Dispute Resolution Flowchart should be thoroughly reviewed to ensure it aligns with the dispute resolution provisions in the General Agreement, particularly Section 9, and with any applicable type-specific dispute provisions. The timeframes should be assessed for practical feasibility, especially for complex disputes. Additionally, the escalation paths should be verified against Smackdab’s current organizational structure to ensure proper alignment of responsibilities. The attorney should also verify that the external dispute resolution provisions, particularly those related to arbitration, comply with the Federal Arbitration Act and relevant state laws.

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