Integrated Partner Process

Jessica Barum
Jessica Barum
  • Updated

Are you a technology partner looking to integrate with Otter? Here you can find the step by step process you will have to go through to have your integration certified and live for our mutual customers to use. 

Step 1. Sign up to become an Integrated Partner

Sign up to become an Otter integrated partner via our form

After signing up, you will be contacted by our partnerships team for an exploratory chat to learn more about your technology and next steps on the integration building process.

Step 2. Get your API key and staging environment

After your initial contact with our partnerships team, our technical team will provide you access to our developer portal where you will have access to your API key and staging environment.

Learn more about our API Documentation here.

Step 3. Start building

Your team is now ready to start building the integration. You will be able to request technical support at any point during the building process to our team through the dedicated channels that will be shared with you.

Step 4. Get certified

Otter Technical Integration Managers will share with your technical team in the early stages of the building process a document with the event logs that will need to be successfully completed for your integration certification process. The features required will vary depending on the type of integration you are building with Otter (Orders, POS or Delivery).

Once you are ready for the certification, a certification call will be set up with Otter Technical Integration Manager and your technical POC to test those event logs.

If all logs are successfully completed, your integration is certified and your Production environment will be created. If unsuccessfully, a new certification call will be set up until your integration fulfils the requirements to move forward. 

Step 5. Onboarding

Once a new integrated partner has successfully completed certification of the integration build, the partner is now ready to start onboarding customers. In order to ensure the best experience for these customers, as well as work out any integration kinks, we phase the onboarding of customers to the integration in the following stages:

Pilot -> Early Adoption -> General Adoption (Live)

Pilot Phase:

1 location onboarded to the integration

Exit criteria: 2 consecutive weeks of live integration without incident

If the Pilot customer has issues onboarding, injecting orders, upserting the menu, or any other functionality issue then the pilot will be extended until they have 2 weeks of healthy operation

Early Adoption Phase:

5 additional location onboarded to the integration

Exit criteria: 2 consecutive weeks of live integration on all locations without incident

If there are issues within the 5 customers’ onboarding process then General Adoption will continue to get pushed back until the integration is healthy for 2 weeks of operation

 

To guarantee the success of the different onboarding phases described above, Otter and partner will work together to create onboarding trackers and documents that will assist the teams on further onboardings and troubleshooting.

From this step onwards, the partner will always be able to see on the developer portal that has been shared on Step 2. the stores that are connected to the Otter integration.

Step 6. You're officially live!

General Adoption:

You have completed all steps of the integrated partner process and your integration is now open to all locations that want to connect.

In case a customer requires any technical support with the integration, they should reach out to Otter customer support directly.

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If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.
 

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