Frequently Asked Questions
Welcome to the detailed FAQ for our new unified experience. This section covers Devs.ai, Energy Brokerage, and Firstbase in the series of upcoming capabilities. Additional information on network and mobile will be shared when these become available.
Sections:
General
Do all marketplace customers and advisors get the free versions of Devs.ai, Energy Brokerage, Firstbase Hardware, and vCom Network & Mobile platforms, or do they have to purchase them?
AppDirect customers who are company admins in the marketplace gain access to free versions of Devs.ai (with unlimited users) and Firstbase (for up to 50 U.S. users), along with vCom's Network & Mobile for Buyers’ Club purchases, which includes core features.
Advisor accounts receive the BOX Energy Brokerage platform in addition to the free Devs.ai and Firstbase offerings. They also get the same vCom Network & Mobile access with wholesale features.
Notably, advisors who are also company admins for their own companies will automatically have these free Devs.ai, Firstbase, and vCom benefits extended to all company admins within their organization.
What’s a Company Admin?
When a company is created, its first associated user account is also created. By default,
this user is assigned the Company Admin role, enabling them to perform tasks like:
Inviting your company employees to join the AppDirect platform as end user
Assigning new company roles to your user
Purchasing new subscriptions
This role should be given to employees who require full access to your company account.
Note that you can have multiple Company Admins within a single company account.
Can I access my customers’ Firstbase and vCom accounts? Additionally, can I access their Devs.ai accounts to monitor AI agent activity/performance?
No, for privacy reasons Advisors don’t have access to their customers' accounts. Customers would have to explicitly give advisor access as a member or employee of their organization.
Can I get my customers access to the Devs.ai, Firstbase, and vCom free editions through the marketplace even if they're not actively purchasing other products through AppDirect? Do I purchase it for them through the marketplace?
Yes, you can set up your customers with the free edition of Devs.ai, Firstbase, and vCom directly through the AppDirect Marketplace, even if the customer isn’t purchasing any other products at that time. Simply invite the customer using the standard marketplace process, and their account will be automatically created and provisioned with access to the selected free edition—no purchase necessary.
Who do I contact for support for the Devs.ai, Energy Brokerage, Firstbase, or vCom platforms?
Support agents triage and handle any Marketplace function-related questions. Contact Support as you normally would i.e. chat widget or “Contact Us” from the Marketplace footer.
For commission inquiries, continue to use the Advisor Commission Inquiry Form
Where do I find the commission structure for Energy Brokerage, Devs.ai, Firstbase, and vCom?
All rates are found in the Cloud Commissions section of the Marketplace. You can access all gross commission rates by going to: Marketplace > My Apps > Provider Commission Rates and Spiffs tile.
Broker Online Exchange is not a purchasable item on the marketplace and is instead offered through a referral process. For commission details, please refer to the Telco Rates Card PDF. For specific information about your deal, please contact your Channel Manager.
I have feedback on the unified lifecycle management experience. Where can I share it?
Please share your thoughts by completing our survey.
vCom
Who is vCom?
vCom enables organizations to find, buy, and manage network and mobile services through a single, unified platform. Backed by expert services, vCom provides IT and finance teams with visibility, control, and efficiency across their entire network and mobile lifecycle.
Will the platform change?
Yes. As you use the platform, you'll notice our branding and user experience will continue to evolve over time. We're committed to enhancing the platform based on user feedback and market needs.
Is vCom the same as Buyers' Club?
Not exactly. vCom is the division brand for our Network and Mobile Lifecycle Management solutions.
Buyers’ Club (previously known as QuantumShift), is a vCom purchasing program that gives customers access to our aggregated buying power. It represents a wholesale-style channel that is separate from traditional retail or brokerage engagements.
What does the “free” version include?
The Network & Mobile free version includes access to core or essential features as part of Network and Mobile Lifecycle Management solutions.
The free version includes the platform’s planning and procurement functionality (design, sourcing, and contract management modules). Additionally, users get access to orders, assets, tickets, invoices, and analytics as part of the Buyers’ Club.
For more information, contact your Channel Manager or assigned Business Development Representative.
Can advisors get their customers access to the Network & Mobile free edition through the marketplace even if they're not actively purchasing other products through AppDirect? Do they purchase it for them through the marketplace?
Yes, advisors can set up their customers with the free edition of Network and Mobile directly through the AppDirect Marketplace, even if the customer isn’t purchasing any other products at that time. Simply invite the customer using the standard marketplace process, and their account will be automatically created and provisioned with access to the selected free edition—no purchase necessary.
If I have support questions about the Network & Mobile, Buyers’ Club, or Lifecycle Management solutions, do they contact us through the usual support channels?
Support should follow the established contact paths below:
Customers (new or existing relationships): Customers should use the Contact Info menu inside the vCom Customer Platform to determine the appropriate support contact based on their inquiry.
Advisors: All advisors should contact their AppDirect Channel Manager, who will coordinate with the appropriate vCom resources.
How and where are customers invoiced for Buyers’ Club or Lifecycle Management solutions purchased?
Invoicing varies by solution type and customer role. All invoices are accessible through the Customer Platform or Advisor Portal depending on your customer type:
Buyers' Club - Network: Invoices load on the 12th of every month in the Customer Platform
Buyers' Club - Mobile: Invoices load on the 26th of every month in the Customer Platform
vCom Software & Managed Services: Invoices drop on the last day of every month in the Customer Platform and include all management fees (Lifecycle Management, Expense Management, etc.)
Where do advisors find the commission structure for Buyers’ Club and Network Lifecycle Management (NLM) and Mobile Lifecycle Management (MLM) live?
AlI rates are found in the Cloud Commissions section of the Marketplace. Advisors can access all gross commission rates via their Marketplace > My Apps > Provider Commission Rates and Spiffs tile.
What are the rates for advisor commissions on vCom and how will commissions be paid?
Wholesale: Complex
Network Lifecycle Management (NLM) and Mobile Lifecycle Management (MLM)& MLM: Complex
Buyers’ Club will be a provider to AppDirect Agent Services so the “Provider Commission Statement” will flow to our existing AppDirect Advisor Finance team for advisor commissions to be paid out through the existing unified commission statement process.
How does an advisor submit a commission inquiry request for vCom?
Commission inquiries should continue to be submitted using the Advisor Commission Inquiry Form, on behalf of the advisor.
How does an advisor request a quote for a customer?
Advisors will be able to shop for network and mobile services for prospects and/or customers in the Advisor Portal. Navigate to Network or Mobile Lifecycle Management and click on the Shop menu to find where to start a price request. First time users will land in the shopping experience when they enter Network or Mobile Lifecycle Management.
For multi-site requests or for any lifecycle management inquiries, advisors can request pricing through their Channel Manager who will put them in touch with a vCom business development contact. For complex or multi-site requests, vCom will also assign a Product Sales Specialist for network or mobile.
How does an advisor place a Buyers’ Club order on behalf of a customer?
Advisors will be able to shop for network and mobile services for prospects and/or customers in the Advisor Portal and send a link to the quote directly to each prospect/customer for approval. For multi-site requests or for any lifecycle management inquiries, advisors can request pricing through their Channel Manager who will put them in touch with a vCom business development contact. For complex or multi-site requests, vCom will also assign a Product Sales Specialist for network, mobile, or lifecycle management .
How do advisors get status updates on their customers' network and mobile orders after purchasing?
Advisors have full visibility into their customers' orders without purchasing a platform license. They can log into their Advisor Portal to access a dashboard showing all their customers' activity, including open orders, inventory, and service status. They can emulate any customer's environment to see their detailed order information, billing trends, and account data. They’ll also receive real-time notifications when customers place orders and when order statuses change. All of this information is centralized and accessible directly from their advisor account—no additional fees required.
Will Global Search and AI be available in Network and Mobile ULM?
Yes, both features will be available with the following updates:
Global Search: Will remain in the same position at the top of the interface, maintaining the same search capabilities currently available.
AI: Will transition from a floating bubble to a dedicated button in the top navigation.
Help Me: Will also move from the floating bubble interface to its own dedicated button.
Both AI and Help Me will now appear as distinct buttons rather than a single floating bubble, providing clearer access to each feature.
Devs.ai
What happens if I or my customer already has a Devs.ai account using a different email address?
Different accounts cannot be merged. However, we can support users in moving agents from one account to another if needed. To request assistance, please contact our support team through the marketplace’s standard support channels, such as the chat widget or the “Contact Us” link in the marketplace footer.
When you give my customer a Devs.ai account, will I automatically be affiliated with that customer’s account so that I can earn commissions when they purchase or upgrade?
Yes, the operations team will review each sign-up against our internal systems to ensure advisor attribution. Since the first version of Devs.ai is a free customer account, no commissions will be paid until the customer decides to upgrade.
Will I be able to access my customers’ Devs.ai account, so that I can view AI agent activity and performance?
No, for privacy reasons you will not have access to your customers' accounts. Customers would have to explicitly give you access as a member or employee of their organization.
Will I be able to get my new customer access to the Devs.ai free edition through the marketplace even if they're not actively purchasing other products through AppDirect? And do I purchase it for them through the marketplace?
Yes, you will be able to set up your customers with free editions of Devs.ai directly through the AppDirect Marketplace, even if the customer isn’t purchasing any other products at that time. Simply invite the customer using the standard marketplace process, and their account will be automatically created and provisioned with access to the selected free edition—no purchase necessary.
When should I use my affiliate link for Devs.ai?
You shouldn’t. The affiliate referral process has been deprecated as company admins automatically get a free account. If you want to invite your customers to Devs.ai to earn commissions, invite them to the AppDirect Marketplace.
Will I continue to earn commissions for customers previously referred through my affiliate link?
Yes. Attribution and association will not change. You will continue to earn commissions for customers you previously referred through their affiliate link.
Will my affiliate link still work?
Because the affiliate link is no longer used, you will have to refer customers directly to the AppDirect Marketplace, where they can access Devs.ai.
If a customer signs up directly on Devs.ai, will they also get an AppDirect Marketplace account?
Not at this time. The best practice is to create a marketplace account for your customer. They will automatically get access to Devs.ai once they have an AppDirect Marketplace account.
If my customer upgrades their Devs.ai subscription within their respective accounts, will that order also be reflected in my customer’s marketplace orders and bill?
All Devs.ai subscription upgrades will have to be made through the AppDirect Marketplace. These upgrades will automatically sync with the user's Devs.ai account and appear on their Marketplace invoice.
Can customers self-serve purchase Devs.ai in the AppDirect marketplace? And can I make those purchases on their behalf?
Yes, customers can self-serve and purchase Devs.ai directly through the AppDirect Marketplace, and you can also complete those purchases on their behalf.
Energy Brokerage
What is the Energy Brokerage?
Energy Brokerage gives you instant pricing, quotes, and contracting for 90+ electricity and gas suppliers in deregulated markets across North America.
Who has access to the Energy Brokerage?
Energy Brokerage is an advisor-facing tool that is deployed at no charge to all advisors. End-customers don’t currently have access to any energy tool.
What’s the price to use Energy Brokerage?
Energy Brokerage is included at no extra cost for all AppDirect advisors.
How do I access Energy Brokerage?
Log into the AppDirect Marketplace, go to the left-hand navigation bar, then click Energy Brokerage.
How can I view my commissions earned on energy solutions?
All advisors see their commissions on their monthly AppDirect Unified Commission Statement posted to Marketplace.
If I have a question about an energy solution, quote, or order, who do I contact?
Contact your Channel Manager for more information.
Firstbase
What is the hardware section of the menu that my customer is seeing?
Gives businesses complete visibility of all their company's devices
Tracks every piece of equipment across their organization
Makes IT asset management simple and centralized
How do I learn more?
Is the Firstbase Free Edition and the Firstbase Hardware available on AppDirect Marketplace available worldwide?
No, it is only available for U.S. customers. If a customer outside of the U.S. wants to use Firstbase, they will need to purchase a paid Edition.
Can customers use Firstbase for free?
U.S. only companies can manage up to 50 employees for free in Firstbase.
Where do advisors and customers see the Hardware available for standalone purchase?
U.S. only advisors and customers can see the hardware available for standalone purchase within the marketplace, like any other product. There will be a clear statement on each product profile that indicates the product is fulfilled by Firstbase. The Firstbase platform is no longer required for hardware procurement.
If my customer upgrades their Firstbase subscription within their respective accounts, will that order also be reflected in my customer’s marketplace orders and bill?
Upgrade subscriptions will not be supported directly on the Marketplace at the V1 launch. If a customer chooses to upgrade, this will be handled and invoiced off-platform. Advisor commissions will still be calculated and paid according to the existing Advisor Commission payout process.
When should I involve the Firstbase sales team or sales specialists in an order for my customer?
Firstbase Enterprise Edition sales
Large sales involving more than 50 devices
Can I create hardware quotes or place orders for customers?
Yes. Advisors can generate quotes and place orders on behalf of customers through the AppDirect marketplace.
Why did my customer get two separate bills when ordering hardware and software in the same cart?
When a customer purchases Firstbase hardware along with other products (such as Microsoft software) on the AppDirect Marketplace, the system will generate two separate invoices:
One for the Firstbase products
Another invoice for the non-Firstbase products
Where and how does a customer track their hardware purchases?
Granular tracking is only available within the customer’s Firstbase instance, which Advisors don’t have access to. The order and payment information can be viewed within the AppDirect marketplace.
Can I view shipping/tracking information about my customers' orders?
Only customers will have access to view tracking information related to their orders.
As an advisor, how can I get status updates on my customers' hardware order after purchasing?
When you place a hardware order through the AppDirect Marketplace on behalf of your customer, you can:
View the initial order confirmation in the Marketplace
Contact your AppDirect support team for status updates
Reference the order number when requesting updates
Our support team has direct access to detailed order tracking and will help you stay informed of your customers' order progress. For any order status inquiries, please reach out to your regular support contacts who can quickly access this information for you.