> For the complete documentation index, see [llms.txt](https://preapproval-guide.imda.gov.sg/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://preapproval-guide.imda.gov.sg/maintaining-your-contract-status/how-to-keep-my-status-as-a-pre-approved-vendor/vendor-guideline-and-compliance.md).
# Vendor Guideline and Compliance
You are strongly encouraged to read the [Program and Terms and Conditions section](/pre-approval-guide/terms-and-conditions-and-guide.md) to understand how to stay compliant.
a. **5 Do's and Don'ts of a SMEs Go Digital Pre-Approved Solutions Vendor**\
You should familiarise with the [Do's and Don'ts of a SMEs Go Digital Pre-Approved Solutions (482.63KB)](https://www.imda.gov.sg/-/media/imda/images/content/news-and-events/impact-news-2024/04/icm/5-dos-and-donts-of-a-smes.pdf) contract.
### 5 Do's and Don'ts for Pre-Approved Solutions Vendors
Note: This list is non-exhaustive. For the comprehensive list of requirements, please refer to the official [IMDA Pre-Approval Guide: Terms & Conditions](https://preapproval-guide.imda.gov.sg/pre-approval-guide/terms-and-conditions-and-guide).
To stay compliant with the Terms & Conditions of the IMDA Pre-Approval programme, vendors must adhere to the following:
#### 1. Incentives and Rebates
* **Do:** Sell responsibly and only recommend solutions that genuinely meet the SME's business needs.
* **DON'T**: Offer any form of incentives to SMEs, whether directly or through a third party. This includes rebates, cashbacks, gifts in kind, loans, or credit facilities.
* Note: Rebates may include heavily discounted or free-of-charge hardware, credits, or additional modules.
#### 2. Application Involvement
* **Do:** Refer SMEs to their nearest SME Centre business adviser for guidance on the BGP application process.
* **Don't:** Be directly involved in submitting or managing a customer's PSG application or claims. These processes must be handled by the SME applicant themselves to ensure transparency and integrity in the grant process.
#### 3. Service Delivery
* **Do:** Ensure your service delivery team honours all customer commitments and delivers solutions in accordance with the specifications outlined in Annex 3. Actively monitor your sales team to prevent overselling, and maintain proper oversight of your delivery team's deliverables and project management.
**Don't:** Miss agreed service levels or ignore customer complaints. Failure to meet SLAs or address customer feedback promptly may lead to escalated complaints and risk suspension or termination of your approved vendor status.
#### 4. [Marketing Guidelines](/maintaining-your-contract-status/how-to-keep-my-status-as-a-pre-approved-vendor/marketing-guideline-and-resources.md)
* **DO**: Vendors are reminded to comply strictly with advertising and marketing guidelines set by IMDA. Visit the guidelines page to understand how to use the locked up banner for advertising.
* **Don't:** Market government grants beyond their supportable levels. For example, combining PSG and SFEC grants to claim up to 90% support is a misrepresentation of how these schemes work.
* **We wish to make the following clear:**
SFEC and PSG are distinct grant schemes with separate eligibility criteria, and must not be presented together in a way that misleads SMEs into believing they will only need to pay a small fraction of the total package cost. Such representations are inaccurate and potentially harmful to the businesses you serve.
If your company wishes to reference SFEC in any sales or marketing communication, the only approved statement is: *"Eligible employers for SkillsFuture Enterprise Credit (SFEC) will receive a one-off $10,000 credit to cover up to 90% of the out-of-pocket expenses on qualifying costs."*
#### 5. Documentation Accuracy
* **DO**: Vendors should issue invoices and quotations that match exactly with the details provided in Annex 3. Consistency in documentation is required for successful grant claims.
* **Don't:** Add, remove, or amend any details in your quotations and invoices that deviate from the approved Annex 3. Any such changes may prolong grant claims processing time.
### **Impersonation: A serious offense for Pre-Approved Vendors** You should understand that [impersonating as SMEs (575.45KB)](https://www.imda.gov.sg/-/media/imda/images/content/news-and-events/impact-news-2024/04/icm/impersonation---a-serious-offense-for-psg-vendors.pdf) to make enquiry on Business Grant Portal applications will warrant a suspension or termination.
Vendors must not impersonate anyone else during the grant process.
* Prohibited Action: An employee of a pre-approved vendor calling or writing to EnterpriseSG (Enterprise Singapore) while pretending to be the SME applicant.
* Purpose of Restriction: Vendors are not allowed to pose as their clients to seek clarifications or check application statuses from processing officers.
{% hint style="warning" %}
**Q: What are the consequences of breaching the programme's terms and conditions?**
**A:** The consequences will depend on the severity of the breach. Depending on the outcome of our assessment, you may face suspension or termination. If you have any concerns or would like to clarify a specific situation, please do not hesitate to reach out to us.
***
**Q: If I have received a suspension or termination, can I make an appeal?**
**A:** Yes, you may submit an appeal if you have new evidence or information that was not previously considered. Please note that our decisions are made after careful assessment, and appeals will only be reviewed if substantiated by new supporting evidence.
***
**Q: How can I make an appeal for a suspension or termination?**
**A:** To submit an appeal, please prepare the necessary supporting documents and reply directly to the suspension or termination letter you have received. Ensure that your appeal clearly outlines the grounds for your request and is accompanied by any new evidence or information to support your case.
{% endhint %}
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