SmartFreight Service Partner FAQs
How will the partner model operate in practice?
The approved partner model is designed to extend SmartFreight’s service capability, not replace the relationship or support you receive from SmartFreight.
SmartFreight will continue to own and support the SmartFreight product, including incidents, triage, and software-related enquiries. For professional services activities - such as implementations, integrations, configuration, rates processing, training, and consultancy. We will work with a network of approved partners who have the expertise and capacity to provide more dedicated and personalised assistance.
Our partners work closely with SmartFreight and have access to the knowledge and enablement required to deliver SmartFreight-related services effectively. Where appropriate, SmartFreight will help connect customers with the right partner for their requirements.
The objective is to give customers greater access to specialised expertise and delivery capacity while SmartFreight remains focused on the product and overall customer experience.
Are there any changes to account management and escalation paths?
The introduction of approved services partners does not change SmartFreight’s ownership of the product or our commitment to our customers.
Existing SmartFreight channels will continue to be used for incidents, product support, and software-related enquiries. Where a partner is delivering a specific professional services engagement, they will be the primary contact for the day-to-day delivery of that engagement.
Importantly, customers should not need to determine organisational boundaries themselves. If you are unsure where an issue or request should be directed, contact SmartFreight through your existing channels, and we will help ensure it reaches the appropriate team or partner.
What types of services and implementation work will be delivered by partners?
Our approved services partners will provide professional services that benefit from dedicated, hands-on engagement with your business. This includes new implementations and deployments, integrations, rates processing, configuration and solution changes, training, consultancy, and other enhancement services.
The model gives customers access to dedicated resources and specialised SmartFreight expertise, with greater flexibility to support individual business requirements and timelines. Our partners are an extension of the SmartFreight services ecosystem and complement SmartFreight’s product support, customer relationship, and overall service experience.
What services will continue to be delivered directly by SmartFreight?
SmartFreight remains responsible for the SmartFreight product. We will continue to manage incidents, triage, software-related enquiries, and product issues through our existing support channels.
Our teams will remain focused on the reliability, functionality, and ongoing development of the product, while approved partners provide the dedicated professional services capacity required for customer-specific implementations, configuration, integration, training, and consultancy.
The partner model does not change SmartFreight's commitment to our customers or ownership of the product.
Who are the approved partners, particularly for Australia?
SmartFreight is establishing a network of approved services partners with demonstrated SmartFreight capability and experience. These partners are being enabled to provide implementation and professional services to our customers.
For Australian customers, we can provide details of the approved partners available to support your specific requirements and help connect you with the most appropriate partner based on the nature and scope of the work.
How will this impact existing customers and any work already underway?
We intend to make the transition as seamless as possible for existing customers. There is no change in how customers access SmartFreight for incidents, product support, or software-related enquiries.
For professional services work already underway, we will communicate directly with affected customers if any change is proposed. We will not move an active engagement to a partner without appropriate communication and transition. In most cases, if not all cases where the SF Team has already started the task, we will see it through to completion.
Where a partner becomes involved, the objective will be to maintain continuity, preserve knowledge of the engagement, and provide a clear introduction and handover.
Will there be any changes to pricing, commercial arrangements, or accountability for delivery?
Professional services delivered by an approved partner will generally be scoped and commercially agreed for the specific engagement. The applicable pricing and commercial arrangements will be made clear before work commences.
The service-related charges are separate from SmartFreight platform or product charges, which will continue to be managed by SmartFreight.
Where a partner is contracted to deliver an engagement, the partner will be accountable for delivering that agreed scope of services. SmartFreight, however, continues to be accountable for the SmartFreight product and its associated product support.
SmartFreight will also continue to work closely with approved partners to maintain appropriate service and delivery standards. The partner model is intended to strengthen the overall customer experience by providing greater access to dedicated services expertise - not to remove SmartFreight from the customer relationship.