Docs / Reseller Guide

Reseller / Partner Guide

Welcome to the Maree-DB partner programme. This guide is for authorised resellers who sell Maree-DB to their clients.

To apply: Email partners@supportcall.com.au with your company details, client base description, and the markets you serve. SupportCALL will review and respond within 5 business days.

Getting Started as a Reseller

  1. Apply via email to partners@supportcall.com.au
  2. Sign the Reseller Agreement
  3. Receive your Reseller Partner Portal credentials
  4. Review the wholesale price list
  5. Complete the optional onboarding training (recommended)

What You Get

  • Wholesale pricing - discounted rates below the published retail price list
  • Partner portal - manage all your customer licences in one place
  • White-label option - available for qualifying partners (contact for details)
  • Technical support - direct access to SupportCALL technical team for pre-sales and escalations
  • Sales collateral - approved slide decks, one-pagers, and comparison materials
  • Demo licences - internal use licences for testing and demonstrations

Managing Customer Licences

All customer licence management is done through your Reseller Partner Portal at partners.mareedb.com (access provided on approval).

Creating a New Customer Licence

  1. Log in to the Partner Portal
  2. Click "New Customer" and enter their organisation details
  3. Select the tier (Professional or Enterprise) and billing period
  4. Generate the licence key
  5. Deliver the key to your customer securely

Licence Activation for Your Customers

Maree-DB supports three activation paths. You can use all three for your customers depending on their environment.

Path 1: Online Activation

# Customer runs on their server: maree-db-cli licence activate --online --key MAREE-XXXX-XXXX-XXXX-XXXX # Sends only Hardware ID. Completes in under 30 seconds.

Path 2: Phone / Email (Restricted Environments)

# Customer generates Hardware ID: maree-db-cli hardware-id # Customer sends Hardware ID to you or to SupportCALL # You generate an offline activation token in the Partner Portal # Customer applies the token: maree-db-cli licence activate --token OFFLINE-TOKEN-HERE

Path 3: Air-Gapped / SCIF

# Customer exports Hardware ID to file: maree-db-cli hardware-id > hw.txt # Customer transfers hw.txt via approved means (USB, etc.) # You or SupportCALL generates licence.key file # Customer copies licence.key to /etc/mareedb/ or specifies path: maree-db-cli licence install --file licence.key

Billing

  • Resellers are billed monthly in arrears based on active customer licences
  • Invoices are generated automatically on the 1st of each month
  • Payment terms: net 14 days from invoice date
  • Volume discounts apply at 10, 25, and 50+ active customer licences
  • Billing disputes: email billing@supportcall.com.au within 7 days of invoice

If You Leave the Programme

If you decide to exit the reseller programme:

  • Provide 30 days written notice to partners@supportcall.com.au
  • Your existing customers will be migrated to direct billing with SupportCALL at published retail prices
  • Customers will be notified and given 60 days to arrange new billing
  • Your portal access is deactivated after the notice period
  • All existing customer licences remain active and are not affected

SupportCALL will never cut off your customers' database access as a result of a billing dispute between you and SupportCALL. Customer data is never held hostage.

Support Escalation

As a reseller, you provide first-line support to your customers. For issues beyond your technical capability:

  • Email: partners@supportcall.com.au (partner escalation queue, faster response)
  • Include customer name, licence key last 4 digits, and issue description
  • Critical issues: call SupportCALL directly (number provided in your partner agreement)