Appendix B - Fair Contract Commitment
Userful Corporation’s core value is collaboration with our Customers and Agents in the creation of value. Having started delivering software and services to schools and libraries, then hospitals and public utilities, Userful provides a fair contract commitment in plain language to all of its customers and partners to promote the development of a long term trusting business relationship and continued value creation.
Our commitments:
  1. 1.
    We have adopted a SaaS model as a means by which to find ways to decrease costs and continually deliver ever-improving functionality as visual estate applications expand across the enterprise.
  2. 2.
    We make our pricing transparent (not opaque), easy to understand and available online, including the general terms of Partner compensation.
  3. 3.
    We attempt to provide reasonable price increases for renewal contracts, typically inflation rate plus 1% per year, for the incremental value that we add to our products. In addition, at the time of initial purchase, we offer customers the option to purchase a price lock-in. This limits the maximum price increase to 3% per year. Purchased on a 3 year contract it will cover the 2 years following that term. For clarity, this 3% annual increase limits the total increase in price for year 4 to 9% (3 years at 3% per year).
  4. 4.
    We provide a subscription model that allows for Customer’s costs to go up AND down based on changing Display Window count or functional needs.
  5. 5.
    We focus on new methods, tools and partnerships that continuously improve and shorten implementation efforts, as well as costs, which we pass through to our Customers.
  6. 6.
    We never charge for our Customer’s use of their own data.
  7. 7.
    We support the environment that you choose - on-premise, private cloud, public cloud, or hybrid. Change between them as you and your Agent decide.
  8. 8.
    Userful is committed to its Partner relationships. Partners provide important value in the AV-over-IP value chain.
  9. 9.
    We do not lay traps in our renewal process so that Customers lack time to acquire a different solution. We employ advanced SaaS quoting and billing systems to ensure that notification of renewal windows are provided.
  10. 10.
    We do not rename, repackage, rebrand current offerings so that customers must subscribe to more and different modules just to maintain their current functionality.
  11. 11.
    We do not hide critical terms and conditions in frequently changing contract terms and conditions. We update our standard contracts once per year.
  12. 12.
    We price based on the total lifetime value of our Customers, forward pricing to incentivize enterprise-wide adoption; we do not price based on how locked-in the customer is.
We value these commitments and strive to achieve them whenever possible. We are also aware that circumstances may not permit us to achieve these commitments at all times. From time to time we may need to make decisions that may be inconsistent with these commitments and if that is the case, we will do our best to contact our Partners and Agents and maintain an open dialogue.
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