[{"data":1,"prerenderedAt":1818},["ShallowReactive",2],{"handbook-\u002Fhandbook\u002Fsales\u002Fengagements":3,"handbook-nav":1107},{"id":4,"title":5,"body":6,"description":1099,"extension":1100,"meta":1101,"navigation":639,"path":1103,"seo":1104,"stem":1105,"__hash__":1106},"handbook\u002Fhandbook\u002Fsales\u002Fengagements.md","Engagements",{"type":7,"value":8,"toc":1084},"minimark",[9,13,30,35,44,47,66,70,73,78,81,144,154,158,161,216,220,223,243,246,250,359,363,460,470,474,477,481,503,506,544,547,551,556,563,721,725,728,921,925,936,1080],[10,11,5],"h1",{"id":12},"engagements",[14,15,16,17,22,23,29],"p",{},"Pricing is publicly available at ",[18,19,21],"a",{"href":20},"\u002Fpricing\u002F","our pricing page",". When discussing\npricing with enterprise customers, make a copy of\n",[18,24,28],{"href":25,"rel":26},"https:\u002F\u002Fdocs.google.com\u002Fpresentation\u002Fd\u002F1kaW6aZxpnCaVuQVdVsi0RTulhRMbeqglhZHkzSP-2kM\u002F",[27],"nofollow","our internal pricing template deck","\nto discuss.",[31,32,34],"h2",{"id":33},"creating-a-deal","Creating a Deal",[14,36,37,38,43],{},"A deal is opened when an opportunity has achieved the Sales and Buyer Verifiers for a given ",[18,39,42],{"href":40,"rel":41},"https:\u002F\u002Fdocs.google.com\u002Fspreadsheets\u002Fd\u002F1WKz_ll6bLxkkRlZ4K94Va1laGksHXleo8Pnv0aB08lU\u002F",[27],"Sales Stage",".",[14,45,46],{},"To open a deal, be sure to set the correct properties.",[48,49,50],"ol",{},[51,52,53,54],"li",{},"Deal Type\n",[55,56,57,60,63],"ul",{},[51,58,59],{},"New Business - For new customers or departments",[51,61,62],{},"Expansions - Upsells that are to be booked in-term",[51,64,65],{},"Renewal - Changes to the subscription effective on renewal date",[31,67,69],{"id":68},"generating-a-quote","Generating a Quote",[14,71,72],{},"Clearly written, easy to understand quotes are crucial for customers to\nunderstand what they are purchasing and how much it costs. To create a quote,\ncombine the (1) product plan and (2) other purchased items according to the\nfollowing guide.",[74,75,77],"h3",{"id":76},"what-to-quote","What to Quote",[14,79,80],{},"When preparing a quote, include both the plan and any extras that go beyond what\ncomes with the plan at the designated tier. Include a note in the Terms section\nthat indicates what comes with the plan. (This will be pre-filled when using one\nof the HubSpot quote templates). The product plan will be listed as its own\nline, with a quantity of 1, and the minimum purchase price for that plan. The\nadd-on options should also be added to the product section, as referenced by the\npurchase term template.",[82,83,84,103],"table",{},[85,86,87],"thead",{},[88,89,90,94,97,100],"tr",{},[91,92,93],"th",{},"Item & Description",[91,95,96],{},"Quantity",[91,98,99],{},"Unit Price",[91,101,102],{},"Total",[104,105,106,121,133],"tbody",{},[88,107,108,112,115,118],{},[109,110,111],"td",{},"FlowFuse Enterprise Platform - Cloud",[109,113,114],{},"1",[109,116,117],{},"$X,000\u002Fyear",[109,119,120],{},"$X,000",[88,122,123,126,129,131],{},[109,124,125],{},"Enterprise - Instance Add-On",[109,127,128],{},"10",[109,130,117],{},[109,132,120],{},[88,134,135,138,140,142],{},[109,136,137],{},"Enterprise - Remote Device Add-On",[109,139,128],{},[109,141,120],{},[109,143,120],{},[14,145,146,147,150,153],{},"Annual Subtotal\t $XX,000",[148,149],"br",{},[151,152,102],"strong",{}," $XX,000",[74,155,157],{"id":156},"creating-a-quote","Creating a Quote",[14,159,160],{},"Follow these steps to create a quote.",[48,162,163,171,174,177,207,210,213],{},[51,164,165,166],{},"In HubSpot, open the relevant Deal. In the Quotes area, click Add to begin a\nnew quote.\n",[55,167,168],{},[51,169,170],{},"Ensure the Deal Type is set up, \"Expension\" is an in-term upsel",[51,172,173],{},"Fill in the Buyer Information section. This will pre-fill with the\ninformation from the contact in the Deal.",[51,175,176],{},"The default Quote creator will be you. Change this if necessary.",[51,178,179,180,184],{},"Add Line Items per\n",[18,181,183],{"href":182},"\u002Fhandbook\u002Fsales\u002Fengagements\u002F#what-to-quote","the instructions",[55,185,186,189,201,204],{},[51,187,188],{},"Select the appropriate Plan that is being quoted",[51,190,191,192,196,197],{},"For each line item, except Professional Services, check the Billing\nfrequency to ",[193,194,195],"code",{},"Annual"," and if the terms *",[198,199,200],"em",{},"ensure automatic renewal",[51,202,203],{},"Adjust fields for Term and discount\u002Ffee\u002Ftax as needed.",[51,205,206],{},"Add Add-on line items for purchases that exceed features that are included\nwith the Plan.",[51,208,209],{},"Set Signature and Payment settings as needed. Ensure a countersignature is\nrequired from either the CEO or Head of GTM.",[51,211,212],{},"In the Template and Details section, choose the appropriate Quote Template\nfrom the dropdown menu. Choosing the correct Quote Template is important\nbecause it will pre-fill the correct plan features onto the quote. You can\ninclude additional Comments to Buyer or Purchase Terms here. They will not\noverwrite the Terms and Comments included with the Quote Template.",[51,214,215],{},"Review your Quote, and when everything is correct, click Create to create the\nquote attached to the relevant Deal.",[31,217,219],{"id":218},"closing-a-deal","Closing a deal",[14,221,222],{},"A deal is considered closed when all the outlined steps below are completed.\nStarting the closing process can commence when the customer has legally\ncommitted to purchase our products or services. This commitment must be\nevidenced by one of the following:",[55,224,225,231,237],{},[51,226,227,230],{},[151,228,229],{},"Receipt of a Customer Purchase Order (PO)",": A document issued by the\ncustomer, authorizing the purchase of specified goods or services at a\nspecified price.",[51,232,233,236],{},[151,234,235],{},"Signed Company Quote",": A formal, written quotation provided by our company,\nwhich has been duly signed, indicating their acceptance of the terms and\nconditions outlined therein.",[51,238,239,242],{},[151,240,241],{},"Note",": In the event a customer does not return a signed Company Quote,\nthe PO must include the Company Quote Reference Number found in the upper\nright corner of the Company Quote (e.g. Reference: 20250820-153746396)",[14,244,245],{},"Important Note: Verbal agreements, informal emails, or other non-binding\nexpressions of interest do not constitute a closed deal. The legal commitment,\nas evidenced by a PO or signed quote, is the sole determinant.",[74,247,249],{"id":248},"steps-for-the-ae-to-complete","Steps for the AE to complete",[48,251,252,307,327,335,342],{},[51,253,254,255,258,259],{},"Verify, again, if the quote has all the right properties set according to\n",[18,256,69],{"href":257},"#generating-a-quote"," instructions.\n",[55,260,261,272,304],{},[51,262,263,264],{},"Verify the Deal amount is set correctly based on Deal Type:\n",[55,265,266,269],{},[51,267,268],{},"New Business: ACV (Annual Contract Value)",[51,270,271],{},"Expansions\u002FRenewals: Incremental ARR",[51,273,274,275],{},"On the HubSpot Deal view, check and update:\n",[55,276,277,280,283,286,289,292,295],{},[51,278,279],{},"Hosting Environment",[51,281,282],{},"Contract Start Date",[51,284,285],{},"Company address",[51,287,288],{},"Renewal Date",[51,290,291],{},"Use Case",[51,293,294],{},"Spiced",[51,296,297,298],{},"Amount in USD based on Deal Type:\n",[55,299,300,302],{},[51,301,268],{},[51,303,271],{},[51,305,306],{},"Under contract management; check the box for MSA if a custom subscription\nagreement is agreed upon.",[51,308,309,310],{},"Upload the documents to the Google Drive in the correct directory\n",[55,311,312,319],{},[51,313,314],{},[18,315,318],{"href":316,"rel":317},"https:\u002F\u002Fdrive.google.com\u002Fdrive\u002Ffolders\u002F1Nb3UqFiE56ymgQnyfkDKHMAe6L3akNzQ",[27],"Signed quotes and P.O.'s",[51,320,321,322],{},"If negotiated custom, the\n",[18,323,326],{"href":324,"rel":325},"https:\u002F\u002Fdrive.google.com\u002Fdrive\u002Ffolders\u002F1h6jBvkJ2oDrBL7jw751RfAzBKkkprKDc",[27],"Subscription agreement",[51,328,329,330],{},"Send an email to the customer and the assigned CSM to make the introduction.\n",[55,331,332],{},[51,333,334],{},"Also verify if a P.O. number is known for them internally, to put on the\ninvoice",[51,336,337,338,341],{},"Move the deal to ",[193,339,340],{},"Closing"," in HubSpots Deal overview, update the close date\nto when the customer committed to purchasing.",[51,343,344,345],{},"Send the CSM a direct message on slack with the following information:\n",[55,346,347,350,353,356],{},[51,348,349],{},"Company Name",[51,351,352],{},"Key Champion",[51,354,355],{},"Billing Contact",[51,357,358],{},"Trial\u002FPoV History: Please specify if they had an active Trial or Proof of Value (PoV) running prior to signing the annual contract.",[74,360,362],{"id":361},"steps-for-the-csm-to-complete","Steps for the CSM to complete",[48,364,365,382,389,392,442,445,448,454,457],{},[51,366,367,368],{},"Check the signed quote for:\n",[55,369,370,373,376,379],{},[51,371,372],{},"Start date",[51,374,375],{},"Renewal date",[51,377,378],{},"Are line items recurring, or not?",[51,380,381],{},"Is an MSA agreed upon, and stored in the Google Drive?",[51,383,384,385],{},"Create the\n",[18,386,388],{"href":387},"\u002Fhandbook\u002Foperations\u002Fbilling\u002F#creating-a-subscription","subscription",[51,390,391],{},"If the signed quote is either an upsell or renewal, update the subscription with the line items and new pricing.",[51,393,394,395],{},"Provide access to the agreed upon line items\n",[55,396,397,420],{},[51,398,399,402],{},[198,400,401],{},"Cloud",[55,403,404,407,414,417],{},[51,405,406],{},"Set up a team on FlowFuse Cloud for the customer in the right tier",[51,408,409,410],{},"Set the customer team to\n",[18,411,413],{"href":412},"\u002Fhandbook\u002Foperations\u002Faccounts\u002F#internal-teams-and-contracted-revenue","enter manual billing mode",[51,415,416],{},"Invite customer as owner to the team",[51,418,419],{},"Remove own email adress after sign up customer",[51,421,422,425],{},[198,423,424],{},"Self-Managed",[55,426,427,434],{},[51,428,429,430],{},"Generate a ",[18,431,433],{"href":432},"\u002Fhandbook\u002Fsales\u002Fmeetings\u002Fpoc\u002F#generating-a-license","license key",[51,435,436,437,43],{},"Send the license key with the onboarding email to the customer, following\nthis\n",[18,438,441],{"href":439,"rel":440},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Ftemplates\u002F26586079\u002Fedit\u002F135404737?q=welco&page=1",[27],"HubSpot Template",[51,443,444],{},"If Professional Services are included, inform the PS team of deal.",[51,446,447],{},"Add customer to onboarding stage in the CSM tracking document.",[51,449,337,450,453],{},[193,451,452],{},"Closed Won"," stage.",[51,455,456],{},"Check if a new renewal deal is automatically generated under the correct terms and closing date.",[51,458,459],{},"Add the following to the deal:",[55,461,462,464,466,468],{},[51,463,279],{},[51,465,282],{},[51,467,285],{},[51,469,288],{},[31,471,473],{"id":472},"deal-approval-process-deal-desk","Deal Approval Process (Deal Desk)",[14,475,476],{},"To ensure consistency and efficiency in our deal cycles, all proposals must follow the established Deal Desk workflow. This process covers the end-to-end journey from initial proposal creation through security review and final legal\u002Fcontract execution.",[74,478,480],{"id":479},"asana-deal-desk-tasks","Asana Deal Desk Tasks",[14,482,483,484,487,488,491,492,497,498,43],{},"Any deal that requires ",[151,485,486],{},"legal review",", ",[151,489,490],{},"pricing\u002Fdiscount approval",", or other operational hand-offs must have a task created in the ",[18,493,496],{"href":494,"rel":495},"https:\u002F\u002Fapp.asana.com\u002Fread-only\u002FDeal-Desk\u002F1213818720452348\u002F35b84534fdbe0d38d02d16cf84565538\u002Flist",[27],"Deal Desk Asana project",". To create a task, submit your request through this ",[18,499,502],{"href":500,"rel":501},"https:\u002F\u002Fform.asana.com\u002F?k=hUrD0SJEka-BxHZ5qXAcxQ&d=1213818720452348",[27],"form",[14,504,505],{},"When creating a task, include the following context so reviewers can act without needing to chase down background:",[55,507,508,514,520,526,532,538],{},[51,509,510,513],{},[151,511,512],{},"Deal \u002F company name"," — the customer or prospect this deal is for.",[51,515,516,519],{},[151,517,518],{},"Counter-party contacts"," — names, titles, and email addresses of the people involved from the customer side (e.g. economic buyer, legal contact, procurement).",[51,521,522,525],{},[151,523,524],{},"Deal summary"," — ARR, contract length, and any non-standard terms being requested.",[51,527,528,531],{},[151,529,530],{},"What is needed"," — be explicit: legal redline review, discount approval, MSA exception, etc.",[51,533,534,537],{},[151,535,536],{},"Deadline \u002F urgency"," — when a decision is needed and why.",[51,539,540,543],{},[151,541,542],{},"Link to HubSpot deal"," — so reviewers can access the full deal record.",[14,545,546],{},"Creating a task ensures nothing gets lost in Slack threads and gives the CEO, Legal, and Finance a single place to review, comment, and approve.",[74,548,550],{"id":549},"overview-of-the-flow","Overview of the Flow",[552,553,555],"h4",{"id":554},"proposal-stage","Proposal Stage",[14,557,558,559,562],{},"Sales reps create proposals and determine if the deal structure (discounts, terms, payment schedules) is standard. Non-standard deals are routed to the CEO via Slack for approval, ",[151,560,561],{},"and an Asana task must be opened in the Deal Desk project"," (see above).",[564,565,570],"pre",{"className":566,"code":567,"language":568,"meta":569,"style":569},"language-mermaid shiki shiki-themes github-light github-dark","graph TD\n    %% Nodes\n    Start[\"Is the deal structure standard?\"]\n    AcceptProposal[\"Customer accepts the Proposal 'Agreed in Principle'?\"]\n    Negotiate[\"Rep must negotiate with the customer\"]\n    DealCriteria[\"Is there a discount?\n                Is the term > 1 year?\n                Payment terms > Net 30\u003Cbr \u002F>\"]\n    CEO[\"Route to CEO for Slack approval\"]\n    Security[\"\u003Cb>Go to Security Process\u003C\u002Fb>\"]\n\n    %% Connections\n    Start -- Yes --> AcceptProposal\n    Start -- No --> DealCriteria\n\n    AcceptProposal -- No --> Negotiate\n    AcceptProposal -- Yes ----> Security\n\n    Negotiate --> Start\n\n    DealCriteria -- No --> Security\n    DealCriteria -- Yes --> CEO\n\n    CEO -- Reject --> Negotiate\n    CEO -- Accept --> Security\n","mermaid","",[193,571,572,580,586,592,598,604,610,616,622,628,634,641,647,653,659,664,670,676,681,687,692,698,704,709,715],{"__ignoreMap":569},[573,574,577],"span",{"class":575,"line":576},"line",1,[573,578,579],{},"graph TD\n",[573,581,583],{"class":575,"line":582},2,[573,584,585],{},"    %% Nodes\n",[573,587,589],{"class":575,"line":588},3,[573,590,591],{},"    Start[\"Is the deal structure standard?\"]\n",[573,593,595],{"class":575,"line":594},4,[573,596,597],{},"    AcceptProposal[\"Customer accepts the Proposal 'Agreed in Principle'?\"]\n",[573,599,601],{"class":575,"line":600},5,[573,602,603],{},"    Negotiate[\"Rep must negotiate with the customer\"]\n",[573,605,607],{"class":575,"line":606},6,[573,608,609],{},"    DealCriteria[\"Is there a discount?\n",[573,611,613],{"class":575,"line":612},7,[573,614,615],{},"                Is the term > 1 year?\n",[573,617,619],{"class":575,"line":618},8,[573,620,621],{},"                Payment terms > Net 30\u003Cbr \u002F>\"]\n",[573,623,625],{"class":575,"line":624},9,[573,626,627],{},"    CEO[\"Route to CEO for Slack approval\"]\n",[573,629,631],{"class":575,"line":630},10,[573,632,633],{},"    Security[\"\u003Cb>Go to Security Process\u003C\u002Fb>\"]\n",[573,635,637],{"class":575,"line":636},11,[573,638,640],{"emptyLinePlaceholder":639},true,"\n",[573,642,644],{"class":575,"line":643},12,[573,645,646],{},"    %% Connections\n",[573,648,650],{"class":575,"line":649},13,[573,651,652],{},"    Start -- Yes --> AcceptProposal\n",[573,654,656],{"class":575,"line":655},14,[573,657,658],{},"    Start -- No --> DealCriteria\n",[573,660,662],{"class":575,"line":661},15,[573,663,640],{"emptyLinePlaceholder":639},[573,665,667],{"class":575,"line":666},16,[573,668,669],{},"    AcceptProposal -- No --> Negotiate\n",[573,671,673],{"class":575,"line":672},17,[573,674,675],{},"    AcceptProposal -- Yes ----> Security\n",[573,677,679],{"class":575,"line":678},18,[573,680,640],{"emptyLinePlaceholder":639},[573,682,684],{"class":575,"line":683},19,[573,685,686],{},"    Negotiate --> Start\n",[573,688,690],{"class":575,"line":689},20,[573,691,640],{"emptyLinePlaceholder":639},[573,693,695],{"class":575,"line":694},21,[573,696,697],{},"    DealCriteria -- No --> Security\n",[573,699,701],{"class":575,"line":700},22,[573,702,703],{},"    DealCriteria -- Yes --> CEO\n",[573,705,707],{"class":575,"line":706},23,[573,708,640],{"emptyLinePlaceholder":639},[573,710,712],{"class":575,"line":711},24,[573,713,714],{},"    CEO -- Reject --> Negotiate\n",[573,716,718],{"class":575,"line":717},25,[573,719,720],{},"    CEO -- Accept --> Security\n",[552,722,724],{"id":723},"security-review","Security Review",[14,726,727],{},"If a customer requires a security review, the AE coordinates between the\ncustomer's questionnaire and the Engineering team to provide approved answers.",[564,729,731],{"className":566,"code":730,"language":568,"meta":569,"style":569},"flowchart TD\n    %% Nodes\n    Start[Sales Rep Reviews Security]\n    ReqReview{Requires Security Review?}\n    \n    %% Happy Path Steps\n    ShareQ[Customer Shares Questionnaire]\n    SendToEng[AE sends to Eng]\n    EngAnswers[Eng sends answers to AE]\n    Forward[AE forwards to Customer]\n    \n    %% Approval Decision\n    Accepts{Customer Accepts?}\n    Rework[AE reviews notes\u002FMeeting with Engineering]\n    \n    %% End State\n    EndProcess((Go to Contract\u002FLegal))\n\n    %% Connections\n    Start --> ReqReview\n    \n    %% No Review Path\n    ReqReview -- No --> EndProcess\n    \n    %% Review Needed Path\n    ReqReview -- Yes --> ShareQ\n    ShareQ --> SendToEng\n    SendToEng --> EngAnswers\n    EngAnswers --> Forward\n    Forward --> Accepts\n    \n    %% Outcome Logic\n    Accepts -- Approve --> EndProcess\n    \n    %% Rejection Loop\n    Accepts -- Reject --> Rework\n    Rework --> EngAnswers\n",[193,732,733,738,742,747,752,757,762,767,772,777,782,786,791,796,801,805,810,815,819,823,828,832,837,842,846,851,857,863,869,875,881,886,892,898,903,909,915],{"__ignoreMap":569},[573,734,735],{"class":575,"line":576},[573,736,737],{},"flowchart TD\n",[573,739,740],{"class":575,"line":582},[573,741,585],{},[573,743,744],{"class":575,"line":588},[573,745,746],{},"    Start[Sales Rep Reviews Security]\n",[573,748,749],{"class":575,"line":594},[573,750,751],{},"    ReqReview{Requires Security Review?}\n",[573,753,754],{"class":575,"line":600},[573,755,756],{},"    \n",[573,758,759],{"class":575,"line":606},[573,760,761],{},"    %% Happy Path Steps\n",[573,763,764],{"class":575,"line":612},[573,765,766],{},"    ShareQ[Customer Shares Questionnaire]\n",[573,768,769],{"class":575,"line":618},[573,770,771],{},"    SendToEng[AE sends to Eng]\n",[573,773,774],{"class":575,"line":624},[573,775,776],{},"    EngAnswers[Eng sends answers to AE]\n",[573,778,779],{"class":575,"line":630},[573,780,781],{},"    Forward[AE forwards to Customer]\n",[573,783,784],{"class":575,"line":636},[573,785,756],{},[573,787,788],{"class":575,"line":643},[573,789,790],{},"    %% Approval Decision\n",[573,792,793],{"class":575,"line":649},[573,794,795],{},"    Accepts{Customer Accepts?}\n",[573,797,798],{"class":575,"line":655},[573,799,800],{},"    Rework[AE reviews notes\u002FMeeting with Engineering]\n",[573,802,803],{"class":575,"line":661},[573,804,756],{},[573,806,807],{"class":575,"line":666},[573,808,809],{},"    %% End State\n",[573,811,812],{"class":575,"line":672},[573,813,814],{},"    EndProcess((Go to Contract\u002FLegal))\n",[573,816,817],{"class":575,"line":678},[573,818,640],{"emptyLinePlaceholder":639},[573,820,821],{"class":575,"line":683},[573,822,646],{},[573,824,825],{"class":575,"line":689},[573,826,827],{},"    Start --> ReqReview\n",[573,829,830],{"class":575,"line":694},[573,831,756],{},[573,833,834],{"class":575,"line":700},[573,835,836],{},"    %% No Review Path\n",[573,838,839],{"class":575,"line":706},[573,840,841],{},"    ReqReview -- No --> EndProcess\n",[573,843,844],{"class":575,"line":711},[573,845,756],{},[573,847,848],{"class":575,"line":717},[573,849,850],{},"    %% Review Needed Path\n",[573,852,854],{"class":575,"line":853},26,[573,855,856],{},"    ReqReview -- Yes --> ShareQ\n",[573,858,860],{"class":575,"line":859},27,[573,861,862],{},"    ShareQ --> SendToEng\n",[573,864,866],{"class":575,"line":865},28,[573,867,868],{},"    SendToEng --> EngAnswers\n",[573,870,872],{"class":575,"line":871},29,[573,873,874],{},"    EngAnswers --> Forward\n",[573,876,878],{"class":575,"line":877},30,[573,879,880],{},"    Forward --> Accepts\n",[573,882,884],{"class":575,"line":883},31,[573,885,756],{},[573,887,889],{"class":575,"line":888},32,[573,890,891],{},"    %% Outcome Logic\n",[573,893,895],{"class":575,"line":894},33,[573,896,897],{},"    Accepts -- Approve --> EndProcess\n",[573,899,901],{"class":575,"line":900},34,[573,902,756],{},[573,904,906],{"class":575,"line":905},35,[573,907,908],{},"    %% Rejection Loop\n",[573,910,912],{"class":575,"line":911},36,[573,913,914],{},"    Accepts -- Reject --> Rework\n",[573,916,918],{"class":575,"line":917},37,[573,919,920],{},"    Rework --> EngAnswers\n",[552,922,924],{"id":923},"legal-contract-process","Legal & Contract Process",[14,926,927,928,931,932,935],{},"This stage handles the Master Subscription Agreement (MSA).\nDepending on whether the customer accepts our standard MSA or requests minor\u002Fmajor\nredlines, the contract is routed to Legal (Scale) and\u002For the CEO for cost and term\napproval before final signature. 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