Veldmaat Payments / BG-Demo – Renewal
Callscheduled
Veldmaat Payments · 23 Oct 2026 10:00
QBR booked for 23 Oct 2026, hosted by Elena Novak with Joost Verbeek, Sanne Bakker and Tom Ashdown named. The agenda covers usage and value, tickets and service levels, and commercial matters including the open invoice.
What was said
What this says
As at Fri 9 Oct 2026QBR booked for 23 Oct 2026, hosted by Elena Novak with Joost Verbeek, Sanne Bakker and Tom Ashdown named. The agenda covers usage and value, tickets and service levels, and commercial matters including the open invoice.
Status: This call is booked for 23 Oct 2026, after the as-of date, so no outcome is recorded here. It is a plan, not a held call.
Agenda: Elena Novak's emailed agenda has three parts: usage and value over the quarter, tickets and service levels, and commercial matters including the invoice discussed last month. Joost Verbeek wants service credits added.
Commercial: Under standard Growth terms the service credit covers availability only, not data freshness, and the executed order form decides. The invoice query and the credit question are open items going into a renewal conversation.
Watch: Joost Verbeek is the senior customer voice. Both items should be settled in writing before the booking so the renewal is not blocked.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena Novak checks the executed order form for service credit wording before 23 Oct 2026.
- Elena Novak raises the goodwill question with Tom Ashdown before 23 Oct 2026.
- Elena Novak gets the corrected invoice date from finance before 23 Oct 2026.
Risks
As at Fri 9 Oct 2026- Standard Growth terms credit availability only, so a freshness credit expectation may not match the order form.
- An open invoice query could hold up the renewal conversation if it is not corrected.
Opportunities
As at Fri 9 Oct 2026- The QBR is a chance to show rising usage and open the renewal and seat-fit conversation.
Call prep
As at Fri 9 Oct 2026First renewal call, 88 days before the 5 Jan 2027 renewal. Joost Verbeek will not discuss price until BG-Demo's £5,000 over-billing is put right and the freshness credit question is answered. Ruben Smit from accounts payable attends, so the invoice fix must be ready.
Context: BG-Demo billed £12k a quarter against £11k in the executed Growth order form, so £5,000 is owed back and inv_003_004 is held, 65 days overdue. The records do not show the credit note promised on 3 Aug 2026 as issued.
Approach: Open with BG-Demo's own error. Confirm the credit note and corrected invoicing with Ruben Smit, then give a written answer on freshness credits before Tom Ashdown sets out the renewal basis.
That basis: the order form lists £50k with a 10.0% first-term discount, giving £50k against £45k (11.1%) at renewal. Keep the fuller price talk for 26 Oct 2026, when Annelies de Vries joins.
Watch for: do not push price if the credit note is still not issued. Check the usage figures before using them as the value case, because the 24 Aug 2026 check-in recorded flat use.
Booked
Updated 9 Oct 26Transcript
Elena NovakGood afternoon, Joost. Good afternoon, Sanne. Can you both hear me?
Sanne BakkerYes.
Joost VerbeekYes. Good afternoon. Sorry, my camera is slow today. Give me a moment.- Elena NovakTake your time. To confirm, the agenda I emailed: first usage and value over the quarter, second the tickets and the service levels, third the commercial matters, including the invoice we discussed last month. Joost, you wanted to add something?
- Joost VerbeekYes. Service credits. I want that on the agenda. But first, were the last actions done?
- Elena NovakMost of them. The root-cause note for the late refreshes was sent. The refresher session for the account managers was held, and I understand it went well. The invoice item I will take under the commercial point, because it is not closed.
- Joost VerbeekRight. Not closed. I have noted it.
- Elena NovakLet me start with the good news, which is real. Active users are up by just under a fifth on the previous quarter, and the number of questions asked is the highest since you went live. Out of forty licensed seats you are using a growing share. The people asking the questions are no longer only Sanne and your team. It is the account managers and merchant risk.
- Joost VerbeekYes. The refresher helped. And the refresh has been better. Sanne?
- Sanne BakkerBetter. Not perfect. There was one miss this month. Not complete at 07:00. One ticket. High priority. Engineering answered with a cause this time. That was the first time.
- Elena NovakI saw that. The note explained the order of the nightly jobs and what was changed. Did the change hold since?
- Sanne BakkerSince then, yes. I keep a log. I will send it.
- Joost VerbeekWhich brings me to my point. There have been misses. Several, over the last months. Under the contract, is there a service credit? What is it, and how do we claim it?
- Elena NovakThat is a fair question and I would like to answer it carefully, not quickly. On the Growth tier, the service credit applies to availability: ten per cent of one month's fee for a month in which the availability commitment is breached. The late refresh is a data freshness matter, and the standard terms for Growth do not credit freshness. Only the Enterprise tier is credited for freshness.
- Joost VerbeekSo you are telling me there is nothing.
- Elena NovakI am telling you what the standard terms say. An executed order form can change them, and yours is the document that decides. I have not yet confirmed whether your order form varies the standard position. I will check the signed copy and write to you with the exact wording.
- Joost VerbeekWhat was agreed was that the nightly refresh is complete by 07:00 on business days. I remember that being said in the sales process. Whether it is a credit or not, it was a commitment.
- Elena NovakYes. The commitment to have the refresh complete by 07:00 is in every tier. I am not disputing that it was missed. The question is only what remedy the contract gives. I will make sure the written answer separates the two: the commitment, and the credit.
- Joost VerbeekGood. That I accept. And if the order form says nothing more?
- Elena NovakThen the remedy is what I described, and I will say so plainly. But I would also raise it with Tom Ashdown, who owns the commercial relationship, because if there is a case for goodwill, that is his conversation and not mine to promise.
- Joost VerbeekI would like that. Please raise it. Now the invoice. Last month you told me the invoice at fifty thousand did not match the order form at forty-five thousand. What has happened?
- Elena NovakFinance confirmed in writing that the order form figure is the contract figure. A corrected invoice is being prepared. I have asked them for the date and I do not yet have it, so I will not say one. As soon as I have it from them, you will have it from me in writing.
- Joost VerbeekSo it is still shown as overdue on your side.
- Elena NovakIt shows as one overdue invoice, yes. I have asked that it is not chased while the correction is pending, and I will confirm that in the notes too.
- Sanne BakkerOur finance team asks me every week. I tell them what Joost said. It is held.
- Joost VerbeekIt remains held until the corrected invoice arrives. Then we pay within the normal terms. That is fair, and I want it written down.
- Elena NovakIt is fair, and I will write it. Shall I say a word about the renewal? The term ends in January and, given the usage, I would like to discuss whether forty seats is still the right fit.
- Joost VerbeekNot yet. First the credit answer and the corrected invoice. Then we talk about the renewal. I do not discuss growing with a supplier while an item is open.
- Elena NovakUnderstood. That is the right order. I will not raise it again until both are closed.
- Elena NovakTo confirm the actions. One, I read the executed order form and write to you with the exact service credit wording, separating the refresh commitment from the credit. Two, I raise the goodwill question with Tom. Three, I get the date for the corrected invoice from finance and send it in writing. Four, Sanne sends her log of the refresh. Five, I send the notes today. Complete?
- Joost VerbeekComplete. Sanne, anything?
- Sanne BakkerNo. Log goes out today.
- Elena NovakThank you both. Kind regards, Elena.
- Joost VerbeekThank you. Met vriendelijke groet.
- Sanne BakkerBye.