Partners own onboarding quality and operational accountability.
Callaro partners typically run implementation and managed operations across multiple downstream tenants. This guide defines responsibility boundaries so support, billing, and incident response are unambiguous.Ownership model
- Partner-owned: tenant provisioning workflow, partner key governance, per-tenant onboarding standards, first-line operational triage.
- Customer-owned: business policy (contact consent, script approvals), CRM data quality, internal access control.
- Shared: go-live sign-off, incident escalation paths, compliance reviews.
Recommended tenant provisioning flow
Create tenant under partner namespace
Use partner APIs to create tenant and capture external customer account ID in your system of record.
Bootstrap baseline configuration
Provision default agent template, number routing defaults, webhook target, and billing entity associations.
Issue tenant-scoped keys with minimum scopes
Separate keys by workload: campaign ops, reporting export, and optional billing/reconciliation.
Multi-tenant key governance
- Keep partner key and tenant keys in separate secret stores.
- Enforce per-tenant key rotation windows.
- Record key owner, purpose, and expiry metadata.
- Disable unused tenant keys before offboarding completes.
Support and escalation boundaries
| Issue class | Primary owner | Escalation target |
|---|---|---|
| Tenant configuration mismatch | Partner operations | Partner engineering lead |
| Call quality/runtime anomaly | Shared (partner + Callaro) | Callaro support/on-call |
| CRM mapping failures | Partner implementation | Customer CRM admin |
| Billing allocation discrepancies | Partner finance ops | Callaro billing support |