Disclosure
This document was created for the authorized dealer community. It is private and contains confidential
information. It is intended for internal dealer use only and is not to be given in printed or electronic format to end users or third-party companies.
Program Overview
This document outlines the parameters of the Welcome Program. This is a 60-day “opt out” trial program
offered to qualified dealers for the specific programs and implementations listed below.
This program applies to qualified dealers boarding new and existing customers. For specific auxiliary
products that have integrations with Dinerware, Digital Dining, Liquor POS or pcAmerica (Retail only).
Program Rules of Engagement
Dealer and/or Merchant Requirements:
- Only Heartland dealers with active agreements are eligible for the Welcome Program.
- The program is only available through Salesforce boarding process.
- Merchants must sign a current EULA electronically via Docusign.
Eligible Orders:
- Existing customers who are already paying for the offered auxiliary product under the Welcome
Program included here are NOT eligible for this offer. - No credits will be given for past payments of an Welcome Program product.
- Qualified merchants can only have one Welcome trial per location for each applicable product.
- Qualified dealers boarding new customers with SaaS or PaaS for specified platforms are automatically included. Guest List is, however, the exception to this rule; the Guest List Welcome program SKU must be added to the quote by the requesting dealer.
- Existing merchants for qualified dealers may take advantage of this program if:
>They sign up with specified SKU’s in Salesforce (identified with the “XNL-FREE-TRIAL-60” prefix) and execute the new EULA.
>They are in good standing.
>They provide ACH information if it is not present.
This includes perpetual customers. However, the free trial SKU cannot be added to a perpetual quote; they must create a new opportunity and a separate quote in Salesforce for this.
Pricing, Billing, and Compensation:
- Compensation is only paid to the dealer when the merchant begins paying for the auxiliary
products. Compensation follows standard election guidelines. - The 60-day trial period will follow the primary billing date set by existing Heartland POS activity.
- A merchant starting the Welcome program does not trigger Software Assurance, if applicable.
General Rules:
- This program can end or change at any time.
- This program is only good for products and platforms listed.
- Merchants cannot extend the trial offer without approval from Heartland POS Sales Operations.
Programs Offered
For product- and platform-specific information on setup, functionality, and features, please see the Master Dealer Guide and platform-specific documentation located on the Knowledge Portal.
Welcome Program Process
Qualified New Merchant Order Process
Qualifying dealers boarding new customers with SaaS or PaaS will automatically receive the free trial for
auxiliary products that apply to their POS order (see the previous chart, “Programs Offered”). During the
fulfilment process, the free trial auxiliary products will be added to the order automatically for products
offered, except for Guest List. The Guest List SKU must be added to the quote by the dealer.
Auxiliary products often have required field information that is necessary for the product’s proper function. Dealers should fill in these fields properly at the time of order at the account level in Salesforce. If these fields are omitted, default values will be used. If necessary, dealers can modify these information later by contacting the Sales Operations team at SalesSupport@heartland.us.
In addition, dealers can provide the price that will be charged at the end of the 60-day free period when
they place the Salesforce order. This price must fall within the minimum and maximum range, as
pre-defined for the auxiliary product apart from this program. Please see the product price lists or Master
Dealer Guide for a specific product. If the dealer does not supply a price, the default price will be used,
calculated from the average cost between the minimum and maximum allowed for the specified auxiliary
product. For example, a product with a $50 minimum and $60 maximum will be priced at $55 by default in Salesforce.
Response times for credentialing also depend on the auxiliary product, but generally will be three
business days or less. To review the response times of specific products, please see the Master Dealer
Guide.
Qualified Existing Merchants Order Process
Dealers who wish to enter qualified existing merchants into the Welcome Program must access
Salesforce and sign up for the selected auxiliary product. They should use the free Welcome Trial SKU
identified by the prefix “XNL-FREE-TRIAL-60”. Dealers must also execute the new EULA and provide
ACH information, if it is not already present.
The Welcome Trial SKU cannot be added to perpetual quotes, so a new opportunity and a new quote
must be created for the auxiliary product free trial period.
In the auxiliary product section in Salesforce, dealers should provide all of the required field information
on the account that is standard for that product and platform, regardless of the Welcome Program.
The Welcome Program timeline
The trial period is 60 days.
Day 1 of the trial period will begin on the first primary billing date set by existing Heartland POS activity.
Both dealers and the primary contact for the merchant (as set up in Salesforce) will receive an email
notification 30 days before for the trial ends.
The Welcome Trial period of this program is in effect for two billing cycles only. The merchant will be
charged for the auxiliary products on the third billing cycle unless terminated before the 60-day trial period runs out.
Termination
Merchants may cancel at any time during or after the Welcome Program’s 60 days. Standard cancellation
rules and procedures apply.
Please note, this is an “opt out” program. In order for billing to NOT occur after 60 days, the dealer must
“opt out” of this program using the standard termination form (located in the Knowledge Portal) prior to
day 60 of the free trial period.
If a merchant declines or deactivates their free or paying subscription to any program, their access will
cease. If a merchant deactivates and later restores service, there is no guarantee their historical
information will still be available.
Response Times
There is no difference in response times for auxiliary products as part of the Welcome Program. Please
see the product-specific Master Dealer Guide for this information.
Resources and Escalation Information
Please see product-specific Master Dealer Guides for all resource, training, and escalation information.
There are no differences for products in or out of the Welcome Program in these areas.