Customer Service

• Partners will always provide helpful and friendly service and respond to all clients within 48 hour time period.
• If NationBuilder refers a customer to a partner, they should not then refer that customer to someone else, or another platform.
• Partners will communicate with customers immediately when there will be a delay on delivery, and all costs and services will be clearly explained to the client before starting the work.
• If a partner is unable to help a customer with a particular service, they will do their best to guide them to a professional who can.
• In the event a customer has a designated point of contact at NationBuilder (for example an Enterprise Account Manager), the partner should always inform them of any questions or issues the customer has with NationBuilder that cannot be resolved by the partner and should work collaboratively in order to ensure a positive and resolved outcome for the customer.
• If a partner has a grievance or dispute with a customer that they would like to share with NationBuilder, that should be made in writing via [email protected].  

Collaboration on Projects

• If a partner is collaborating with another certified Architect, Developer or Expert on a project, they must agree on responsibilities, deadlines, and who will get credit, before starting the work.
• The relationship between NationBuilder and the partner is treated as the name implies - a partnership. As such, the partner should always work in unison with NationBuilder staff to ensure the customer is receiving correct information and not contradicting provided details. The partner should also not intentionally undermine NationBuilder staff and create negative conflict during project scoping or pricing discussions. 

Certification Terms

• Experts: Certifications are good for two years. More information on the process is available here.
• Architects: Certifications need to be renewed once a year. A theme designed and developed within the past year can be used towards the certification test. More information on the process is available here.
• Developers: Developer certifications need to be renewed once a year. A code exercise written within the past month can be used as the certification test. More information on the process is available here.

• Partners have a number of support channels at their disposal, primarily via [email protected] and a Slack channel that is reserved exclusively for partners. Failure to use these support channels when needed may result in unaddressed issues from the NationBuilder staff.
• Partners are also responsible for adhering to NationBuilders Acceptable Use Policy, Email Acceptable Use Policy and if relevant Action Button Acceptable Use Policy and as far as possible, ensuring that customers are following these policies.
• Partners are fully responsible for project quality level, even if they subcontract segments of the work. A warning will be issued for projects below an acceptable level of quality.
• If no new projects are produced within a period of 6 months, a partner's listing may be removed from NationBuilder.com. 
• If a partner violates any of these rules, they will receive a warning. If another rule is violated, they will be decertified. If the initial violation is egregious, certification may be revoked without a warning.

NationBuilder reserves the right to revoke a certification at any time. However, the investigation of decertifying a partner will typically adhere to the following procedure:

• Written warning that outlines the specific violation, the customer and/or project, and proposed resolution. A violation can include a breach of any of the terms stated in the Code of Conduct.
• If the violation is repeated or another made, we will investigate to determine the severity and if decertification is warranted.
• If decertification is the result, we will inform the partner via email and outline the specific violations informing the decision.