Partner guide

What it covers

• The services and packages you offer as a partner
• Rates or the rate card
• Who invoices what
• Service level agreements (SLAs)

Timing

Both parties sign the agreement at least 30 days before launch. Any change to rates, responsibilities, SLAs or services requires a signed amendment.

Strategy and positioning

Your identity comes first. We need to know which services you deliver, in which regions, with which exclusions, and why. That way we reinforce your story instead of cutting across it.

Under your name

You can offer our services under your own brand; we then act as an extension of your team. We agree how we introduce ourselves, which terms and logos we use and how visible Meapy Health is. We need your logo 30 days before launch.

Collaboration and partner portal

A shared workspace for documents and follow-up, and a demo of the partner portal. Access is personal: we need a name and email per team member; shared passwords are not possible.

Ways of working

• When and how we refer users back to you
• Complaints and questions from programme administrators
• Other benefits your clients offer, such as insurance
• Dedicated phone numbers and call menus

Training and material

We train your team on our services and give you standard slides, an FAQ document and a starter deck you may restyle. Everything is reviewed yearly, with smaller updates in between.

Invoicing

Invoicing follows the headcount per client. You update it every month before the 20th. Meapy Health invoices are due even if your client has not paid you yet.

Integrations, website and app

With our APIs users start a chat or video session, book a first conversation or see well-being content from your own platform, intranet or Teams. The user website is available in more than 37 languages; with pass-through links, users do not have to sign in again.

A professional answers

Every call is answered by a clinically trained, master’s-level professional, whatever the country or language, day and night. To avoid waiting, a call in the caller’s language may be answered outside the country.

Types of support

• Unlimited single-session therapy, by video or phone
• Structured counselling in person, by video or phone
• Referral to suitable help, confirmed and coordinated

In the event of a critical incident

A request can be made 24/7 and is picked up within 30 minutes. At least 8 hours are pre-approved for every incident, so we can act at once. We agree who approves and how it is invoiced.

More sessions

We follow each client’s session model. When the sessions are used up, we refer the employee on.

Partner portal

• Usage figures and trends per client, country or period
• Headcount updates
• Requests for incidents, training and events
• The training catalogue
• Documents in one secure place
• Reporting and following up complaints

Account management

One global account manager is your point of contact and keeps things consistent across regions. From 2,500 employees in a region, a regional account manager joins. We never contact your clients without your knowledge.

Quarterly reviews

Every quarter we review usage, market trends and ongoing projects together, with recommendations to make the programme succeed.

An expert at the table

Want us to join a client meeting as an expert? Let us know five working days ahead, with agenda and attendees. We introduce ourselves as part of your team.

Turnaround times

• Network report (number of providers, availability): 5 working days
• Product questions: 2 working days, complex ones 5
• Tenders: 5 working days, complex ones 10
• Custom pricing: 5 working days after we have all the information

Standard or custom

For smaller, simple quotes you use the rate card in your agreement. Ask for custom pricing for large or strategic opportunities, countries or products outside the rate card, or customisation.

Presentations

We present alongside you in finalist rounds and client meetings. Beforehand we agree how we introduce ourselves.

Extensive launch

For several countries, specialist services or customisation. You provide headcount per country, services, launch date and branding choices. Live 60 days after all confirmations.

Simple launch

For one country and a standard package without customisation. Live 30 days after your request.

Phone numbers

Your clients use our phone numbers, or you redirect your own numbers to us. A dedicated number with its own greeting is possible too, with 30 days’ preparation. You receive the number list at the latest 15 days before launch.

Testing and material

On request you test the lines in advance, with or without a mock call. Promotional material in the languages you need arrives 15 days before launch, if we have your branding 30 days ahead.

Other benefits

We can also point users to other benefits from their employer, such as hospitalisation insurance or discount programmes, and make a warm transfer where needed.

Complaints

We acknowledge a complaint within one working day and respond within two. If it takes longer, we update you every two working days.