Our Commitment To You
We are on a 10 year journey to transform sales analytics. Our early customers are key stakeholders in making that happen - their feedback and partnership allows us to make the product continuously better.
To honor this partnership, we make the following commitments to all of our customers:
We will not raise prices on you. We will honor any grandfathered pricing/structure as long as it does not lead to an unsustainable loss for our business.
We will always give you the best deal. We are continuing to push our prices down. If our new pricing is better than your pricing, we will automatically apply cost reductions to your account. We also do not do 'special pricing', so you know you are always getting the best price achievable.
We will always try to get you to the best solution (whether that's us or someone else). Business needs evolve/change and it's important that you have complete confidence that you have the best solution for your business. This is why we don't incentivize our team on net retention, so they can always give you the most objective advice.
Renewal Notices & Outreach
We promise to give your account at least 30 days of notice to evaluate whether or not you want to renew your annual plan.
We will first attempt to reach out to the primary contact on record, then reach out to all admins on the account and eventual a VP/C-Level executive in your organization.
In the event that we get no response within that 30 day period, you will fall out of contract (see below). If you are out of contract and have unresolved invoices 15 days later, your users will be notified that their accounts will be suspended, and the service will be turned off.
What Happens If You Fall Out of Contract
We understand that sometimes, renewal decisions are complicated. You may be evaluating other approaches to solving problems, or struggling to get things working with a new procurement process.
If this happens, you may request a one time extension for up to 3 months. During this time period, your contract will move into our rack rate month-to-month pricing. If at the end of the period you wish to renew your contract, we will credit your account for the difference between your previous contract and the month to month price. By requesting this extension, you agree to settle any overages from the previous year in the form of a true up.
If your contract and/or extension lapses before an agreement is in place, you will forfeit grandfathered pricing on any new contract.
If You Decide To Move To Another Service
It will the be the customers' responsibility to settle any overages/true ups from their usage in the previous year in order for Truly to support your migration. Port requests, data exports and other requests will not be approved until the account is current.
Exceptions
Over the years, we've accommodated a lot of requests from customers, thinking it was customer centric. In the long-run, we've found it always leads to problems in the long run (billing issues, overages, etc). In order to ensure that customers have a predictable experience, we have implemented a 'no exceptions' rule to this policy.