AppFoundry program detail FAQs

Does Genesys support perpetual licenses?

Starting Fiscal Year 2023, Genesys does not support perpetual licenses invoiced by Genesys. Each partner has to offer subscription-based licenses with technical support included in their pricing.

What are the criteria for an application to be rejected from listing in the AppFoundry?

The most common reasons for rejection are as follows:

• The application does not work or does not use the most logical and appropriate point of integration.
• The application has an out-of-date integration (something that does not work with the current version of Genesys or non-secure integration).

It is mandatory to build an ISV application integration. The AppFoundry partner has to provide and maintain up-to-date terms and conditions and data privacy terms for review and agreement by the user.

Can the AppFoundry partner sell the applications through their own sales channels in addition to the AppFoundry?

Yes, the partner can sell the application to an existing Genesys customer. In that case, the revenue share still applies.

What policy does AppFoundry have about free products? What commissions are payable to Genesys upon the installation of these applications through the AppFoundry?

Genesys reviews free ISV application submissions with the same process as paid apps.

Is there a fee for listing on the AppFoundry?

No, there is no listing fee, only a revenue share. For Genesys Cloud, Genesys performs only a sanity check of the application functionality and integration. Currently, Genesys does not perform a full security review. Hence, no charges apply.

When does revenue share apply for ISV applications invoiced by a partner?

The revenue share applies to the ISV applications invoiced by a partner for the following:

• The partner sells directly to a prospect who is already a Genesys customer.
• The partner makes a direct sale at a Genesys event after the prospect approaches Genesys at the event.
• The partner sells directly to the prospect after being introduced to them by a Genesys salesperson or the AppFoundry portal.
• The partner assists in the selling process with the prospect and invoices them for their solution after a Genesys salesperson approaches the partner for pricing and other details.
• When a prospect approaches the partner, the partner interacts with the customer. However, the customer then involves the Genesys salesperson in the sale, and the partner invoices for their solution.

Can customers see other listings?

Currently, customers can view all available listings in the AppFoundry marketplace even when a reseller has enabled only specific applications. By using white-listing and greylisting, the resellers can control the applications that customers can purchase. Currently, there is no feature to hide non-selected listings from the customer view. For more information, see White and Grey lists do not hide other listings.

Are white and grey lists more than just Partner applications?

AppFoundry white and grey lists encompass both Partner applications and Genesys product solutions and professional services. The resellers using the marketplace can enable their customers to select from various offerings, including AI tokens, WEM add-ons, and other Genesys products. It creates a streamlined transactional marketplace where customers can access Genesys product solutions, professional services, and third-party solutions. For more information, see White and Grey lists are for more than just Partner applications.

Is the reseller responsible for collecting the revenue for whitelisted and greylisted applications?

Yes, resellers are responsible for collecting revenue for white- and grey-listed applications in the AppFoundry marketplace. When customers purchase applications, Genesys invoices the reseller, who then sends invoices to the customers. Resellers can add markup percentages to these invoices before sending them to customers. Resellers must ensure that they have proper systems in place to charge customers for particular products, including having the right SKUs. For more information, see Resellers must collect the revenue for white and grey lists applications.

Does the reseller charge for Genesys Cloud and any whitelisted/greylisted applications?

Yes, resellers are responsible for charging customers for both Genesys Cloud services and any whitelisted or greylisted applications purchased through the marketplace. When customers buy applications, Genesys sends the invoice to the reseller, who then bills the customer, potentially adding their own markup percentages. The AppFoundry marketplace enables resellers to offer Genesys product solutions, professional services, and third-party solutions in a streamlined manner. Resellers must ensure they have proper billing systems in place, including creating white/grey lists that determine which listings customers can purchase. For more information, see Resellers charge for Genesys Cloud and any white/grey listed application.

Does the reseller support the whitelisted/greylisted applications?

Yes, resellers must provide first-level support for whitelisted applications in the AppFoundry marketplace. This support requirement is fundamental to the whitelisting concept, as adding markup without offering value, including first-level support, diminishes the competitive advantage of products. For more information, see White list vs Grey list and Supporting Applications.

Does the reseller choose the best Listing Applications for your region?

Yes, resellers can curate offerings based on regional needs and language support, selecting applications best suited for their specific regions. This regional customization is crucial when considering language support requirements in different locations, such as regions with various language accents. Application partners in AppFoundry often possess regional expertise in North America, South America, Asia, Europe, and more. Through their curated marketplace, resellers can recommend top application partners most suitable for their specific region. For more information, see Listing Applications that are best for your region.

Do the white and grey lists in the AppFoundry promote self-service?

Yes, white- and grey-lists in the AppFoundry marketplace enable a fully integrated self-service process for customers to purchase applications. This system allows customers to self-serve by purchasing applications through their reseller’s marketplace, which contains only the applications the reseller has approved. The streamlined process simplifies the integration of third-party products into Genesys Cloud and automates billing mechanisms, making it convenient for both customers and resellers. Resellers can focus on adding value through services while the AppFoundry handles the technical aspects of integration and billing. For more information, see White and Grey Lists promote self service in AppFoundry.

Are the white and grey lists in the AppFoundry primarily for self-service?

Yes, white- and greylists in the AppFoundry marketplace are primarily designed for self-service transactions for customers to purchase products through a streamlined experience. Using these lists, resellers can limit application access and manage their customers in specific regions. Currently, customers can view all available listings in the AppFoundry marketplace even when a reseller has enabled only specific applications. The AppFoundry offers free trial capability for customers under the direction of Genesys Resellers. For more information, see White and Grey Lists are primarily for self service.

What happens if a reseller does not create a white or grey list?

If resellers do not create a white or grey list in the AppFoundry marketplace, their customers can not purchase or trial any applications. Resellers create these lists to determine the listings purchased by their customers and provide a better marketplace experience. For more information, see What if a reseller does not create a white or grey list.

Can the customers self-install Genesys Cloud features without white or grey lists?

No, customers cannot self-install Genesys Cloud features without white or grey lists, as these lists determine the type of listings to be purchased. The AppFoundry marketplace is designed for self-service transactions, enabling customers to purchase additional products through a streamlined experience. For more information, see Genesys Cloud features are impacted by the lists.

What do free trials in the AppFoundry mean, and how do they work?

Free trials in the AppFoundry allow customers to test features or applications in their development or test environments before committing to full implementation. When a free trial ends, it automatically converts to a month-to-month agreement. Customers can cancel the purchase at any time during the trial period or the monthly billing cycle. For more information, see The advantages of free trials in the AppFoundry.

What are the different kinds of listings in the AppFoundry?

The AppFoundry marketplace features three main types of listings, including Genesys product solutions, professional services, and Partner applications. Through the AppFoundry, customers can self-provision or self-purchase Genesys product services, including AI tokens or add-on features. While most professional services applications don’t offer free trials, Genesys add-ons such as WEM or AI tokens are mainly designed for customer self-service trials. For more information, see The different kinds of listing in the AppFoundry.

How do I manage my white and grey lists?

To manage white and grey lists in the AppFoundry, resellers must have access to a Genesys Cloud organization. Reseller organizations must get the necessary credentials and permissions for AppFoundry edits through an enterprise agreement. Once they receive the access rights, resellers can log into AppFoundry to perform actions, including greylisting, whitelisting, and defining custom terms. Reseller organizations are, in turn, associated with their customer organizations. For more information, see How to manage your white and grey lists.

How do I log into the AppFoundry?

To access the AppFoundry, users must have appropriate permissions and Genesys Cloud organization credentials, as AppFoundry is within Genesys Cloud. For resellers managing white and grey lists, they must have proper permissions enabled through an enterprise agreement in their Genesys Cloud organization. When purchasing a product in AppFoundry, users are automatically logged in with the credentials of the current organization that they are using. Without these appropriate permissions and credentials, users cannot make edits in the AppFoundry. For more information, see Logging into the AppFoundry to manage your lists.

How does the partner hub team work?

The AppFoundry Partner Hub team supports partners by handling vendor communication for the marketplace. Partners can create a support case with the Partner Hub team for assistance. Partners must provide specific information, including their reseller org ID, desired markup percentage for white-listed applications, and a contact email address for receiving notifications when customers sign up for free trials. The Partner Hub team plays a crucial role in facilitating access to Genesys customers, sales teams, and resellers. For more information, see The partner hub team and your lists.

What are enterprise agreements?

In the AppFoundry context, enterprise agreements are not legal agreements but rather a technical mechanism that enables resellers to receive necessary permissions for marketplace management. Once accepted, these agreements allow resellers to manage white and grey lists for their customers in the AppFoundry. The process involves Genesys Cloud sending an enterprise agreement that, once accepted, grants new permissions to the reseller’s Genesys Cloud organization. These agreements are different from partner agreements. The partner agreements are commercial agreements managed through legal teams. After acceptance, users gain access to a new Reseller menu in the AppFoundry interface for administering marketplace management activities. For more information, see The enterprise agreement for AppFoundry permissions.