Quarrington Care Network / BG-Demo – Negotiation
Callcompleted
Quarrington Care Network · 25 Mar 2026 17:30
Negotiation call on the £62k Growth deal. Renewal notice, freshness credits and the business associate agreement were the main points. Signature is targeted for 16 Apr 2026 and is likely, not certain.
What was said
What this says
As at Fri 9 Oct 2026Negotiation call on the £62k Growth deal. Renewal notice, freshness credits and the business associate agreement were the main points. Signature is targeted for 16 Apr 2026 and is likely, not certain.
What happened: Owen Tallis restated that £62k includes the one-off implementation and is not an annual price. Shauna Pettibone raised renewal notice, price protection, privacy and liability.
Customer view: Shauna asked for the 90-day renewal notice written into the order form and was told there is no price cap, only written visibility. She accepted that if it is documented.
Commercial: Growth credits cover availability only, so stale data with the system up earns no credit. Gregory preferred monitoring to the credit, and Owen will take a freshness commitment back internally.
Watch: The privacy officer had not fully signed off and the liability clause had not reached counsel. Shauna called the date likely, not certain.
Themes
As at Fri 9 Oct 2026Theme
Growth deal terms negotiation
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Jordan Pike sends an updated order form with renewal notice written in and a written service level summary.
- Owen Tallis gives a straight answer on a freshness commitment, tomorrow if it is no.
- Lorraine Kowalczyk sends the legal entity and billing contact on Thursday.
Risks
As at Fri 9 Oct 2026- The privacy officer has not fully signed off and Gregory will not sign before they do.
- The liability clause has not yet reached customer counsel, which may delay the 16 Apr 2026 date.
- Growth carries no freshness credit, and Shauna wants the position stated clearly to colleagues.
Opportunities
As at Fri 9 Oct 2026- Moving up a tier or a specific refresh commitment could answer the freshness concern.
- Added users can be sold as pro-rated, co-terminous blocks as the two teams grow.
Transcript
Jordan PikeHi everyone, can you hear me okay?
Shauna PettiboneYes, loud and clear.
Gregory HasselbeckAfternoon, Jordan.- Jordan PikeGreg, great to see you. Lorraine, I see you've just joined as well. And Owen is with me, he's our VP of Sales, so he'll jump in on terms.
Owen TallisHello all. Thanks for fitting this in at the end of the day.
Lorraine KowalczykHi. Sorry, I'm in a different room today, the audio might be a bit echoey. Is that okay?- Jordan PikeA little, but it's fine. Okay, here's the plan. One line agenda: we walk through the commercial terms, we cover what is still open on the paper, and we agree who does what before the target date. We have about half an hour, so I'll keep an eye on the clock.
- Gregory HasselbeckWhat decision is needed from me today?
- Jordan PikeFair question, Greg. To be transparent, probably none today. What I need from you is a yes that the shape of the deal is right, so Shauna and Lorraine can close out the detail. The actual signature is for the target date.
- Gregory HasselbeckGood. Keep it simple.
- Jordan PikeWill do. So, quick recap for Lorraine, who I think wasn't on the last call. You're looking at the Growth tier. The idea is that the referral relations team and the patient services team see each referring hospital in one place: the calls, the tickets, the contracts. The brain runs inside your own Snowflake account, so the data does not leave your environment.
- Lorraine KowalczykRight, that I did get from the summary. My question is more what the number actually is and what it covers.
- Owen TallisSure, I'll take that. The total deal value on the proposal is £62,000. That is the all-in figure for this deal, and it includes the one-off implementation. It is not an annual subscription price on its own, and I want to be clear on that so nobody reads it as a yearly run rate.
- Lorraine KowalczykOkay. So the sixty-two is the first year plus the set-up work together.
- Owen TallisCorrect. The implementation is a fixed fee, one time. The subscription is annual, billed in advance. After the first term the implementation falls away and you are only looking at the subscription.
- Lorraine KowalczykMm. And is there a version of that where we are billed quarterly rather than all in advance? Our cash planning prefers that.
- Owen TallisQuarterly billing is available on request. I'd want it written into the order form so there's no argument later. Thirty-day payment terms either way.
- Lorraine KowalczykThirty days from invoice date, or from receipt?
- Owen TallisFrom invoice date, as standard. If your accounts payable process needs a different trigger, tell us and we'll look at it, but I would not promise that on this call.
- Lorraine KowalczykUnderstood. I'll check with the team that processes invoices and come back to you.
- Shauna PettiboneCan I come in on the paper? Because I think that is where most of my questions are.
- Jordan PikePlease, Shauna. That's what this call is for.
- Shauna PettiboneThanks. So, I have the draft order form and the master agreement that came over last week. A few things. First, the term. The order form says an initial term of one year with renewal. Our standard for a new vendor is that auto-renewal needs a notice window that is workable for us. What is yours?
- Jordan PikeOwen, do you want to take that, or should I?
- Owen TallisI'll take it. Your customer success manager, Hollie Grieve, sends a renewal notice well ahead of the end of term, ninety days out. So you hear from us before anything renews. If you want that notice period set out in the order form, I have no problem with it.
- Shauna PettiboneThat would help. I would like it in the document and not in a email process that someone might forget.
- Owen TallisFine. We'll put it in.
- Shauna PettiboneSecond. Price protection at renewal. We have been burned before by a vendor who came back with a big increase in year two. Is there any cap?
- Owen TallisLet me be straight with you. We publish a price book, and renewal happens at the list price in force at that time. I can't promise a flat price for ever. What I can do is make sure you see the renewal price in writing inside the notice window, so you are never surprised, and you have time to decide.
- Shauna PettiboneSo no cap, but visibility.
- Owen TallisRight. And on the first term, there is some room on the discount, but let's not discount twice. Whatever we agree applies to the first term, and then it ends at renewal. I would rather say that now than have it come up in a year.
- Shauna PettiboneAppreciated. That is clearer than most.
- Gregory HasselbeckWhat's the risk on the price, Shauna? Is it something we can live with?
- Shauna PettiboneI think so, Greg. It is not unusual. I would just rather it was documented. If the notice is in writing, I am comfortable.
- Gregory HasselbeckGood.
- Shauna PettiboneThird. The business associate agreement. This is the one that matters most for us because of what we hold. I need to be sure it sits alongside the order form and is not an afterthought.
- Jordan PikeYes. And to be transparent, Shauna, I won't gloss over anything with your privacy and security people. The brain is built and run in your Snowflake account, so the data stays under your own controls. The agreement sets out what BG-Demo staff can and cannot access. If their team has questions about how support access works, I would rather they ask me directly and get a straight answer.
- Gregory HasselbeckHas our privacy officer signed off?
- Shauna PettiboneNot fully, Greg. They have read the draft and sent comments, and we are waiting on one round of changes. I expect that to come back this week, but I do not want to say it is done when it isn't.
- Gregory HasselbeckUnderstood. I won't sign before they do.
- Jordan PikeAnd that's exactly right. We would not want you to. Shauna, can you send me their comments as they stand? I would like to get legal looking at them on our side tomorrow and not wait for the formal version.
- Shauna PettiboneI can do that today. I'll strip anything internal and send what is relevant.
- Jordan PikePerfect. Thanks.
- Lorraine KowalczykCan I ask something about the implementation part? Because I need to know how I record it. Is it one invoice, or does it split?
- Owen TallisIt is a separate line on the order form so it is clean for you to book. One-off, fixed fee, not tied to usage. The subscription line is separate and annual.
- Lorraine KowalczykAnd if the implementation overruns, what happens to the fee?
- Jordan PikeIt's fixed, so it doesn't move. The scope is the scope. If you ask us to add connectors beyond what is in the order form, that is a change, and we would raise it with you before doing it. You would not find an extra line on an invoice.
- Lorraine KowalczykGood. That is the thing finance usually dislikes.
- Owen TallisSame for us. Fixed fee means we carry the overrun, not you.
- Lorraine KowalczykOkay. Then there is the question of who we are contracting with and where we are invoiced. We have a few entities. I need to make sure the right one is on the order form.
- Jordan PikeSend me the exact legal entity name and the billing contact and I'll make sure the next draft has them right. I would rather get it correct before signature than amend after.
- Lorraine KowalczykI will send that tomorrow. I need to confirm with our legal team which entity is correct, so give me a day.
- Owen TallisWhat's the next dated step on that? So I can put it in the forecast.
- Lorraine KowalczykEnd of day tomorrow. Thursday.
- Owen TallisThursday it is. Thank you.
- Gregory HasselbeckJordan, one thing from me. My team. What do they have to do to get this live? I don't want this to create work for them.
- Jordan PikeGood one, Greg. Here's where we are. Our implementation team does the heavy lifting on the connectors and the set-up in your Snowflake account. What we need from your side is a named technical contact, someone who can grant access to the systems, and a business owner for each of the two teams. That is a few hours a week early on and it tapers off.
- Gregory HasselbeckA few hours. For whom?
- Jordan PikeMainly the technical contact. The business owners are a short check-in each week while we are checking the results look right to them. If the results look wrong to the people who use them, the project hasn't done its job.
- Gregory HasselbeckThat's reasonable. Shauna, can sourcing help line up the technical contact?
- Shauna PettiboneNot directly, but I can ask IT to nominate someone. I would want the name before we sign so there is no delay at the start.
- Jordan PikeThat would be ideal. It also helps the schedule. Once you sign, the clock starts, and a named person on day one saves time.
- Shauna PettiboneOkay. I'll ask for that this week.
- Shauna PettiboneCan I go back to service levels? Because I have a question that I'm not sure where to put. The brain refreshes overnight, is that right? If it doesn't, and somebody in referral relations is looking at stale data on a morning call with a hospital, what then?
- Jordan PikeRight. So the nightly refresh is meant to be complete by seven in the morning your local time on business days. That is the standard for every tier. If it is late, you raise a ticket, and we respond within the response time for your tier. Owen, you can correct me on the credits.
- Owen TallisGrowth gets service credits for availability, meaning the brain being up. Freshness is a different thing. A brain that is up but showing yesterday's data counts as available. I would not want you to assume otherwise. Freshness credits are an Enterprise feature unless the order form says something different.
- Shauna PettiboneHm. So if the data is late but the system is up, there is no credit.
- Owen TallisUnder the standard Growth terms, correct. You'd have the support response and the fix, not a credit. If that matters to you, there are two routes. Move up a tier, or we talk about whether a specific commitment on refresh can go in the order form. I can't promise the second one on this call. I'd need to take it back.
- Gregory HasselbeckHow likely is stale data, in practice?
- Jordan PikeIt's not common, Greg, but it happens when a source system changes, say someone updates a field or a connector breaks after an upgrade. That is why we monitor the record counts and flag when they go flat. Our customer success manager, Hollie, would be the one watching that for you.
- Gregory HasselbeckI'd rather have the monitoring than the credit.
- Owen TallisFair. That's usually the better trade.
- Shauna PettiboneI'll note the point anyway. I will want to tell my colleagues the position clearly.
- Jordan PikeAbsolutely. I'll put the service level summary in writing so you have it in one place. No surprises.
- Lorraine KowalczykCan I ask about the users? How many are included, and what if we find we need more?
- Jordan PikeGrowth includes a set number of users and connectors, and you have that in the proposal. If you go over, you can add users in blocks. It's an add-on, priced separately, and we would flag it before it happens, not after. I'd expect you to start with the two teams and grow from there.
- Lorraine KowalczykAnd added in the middle of the term, is that pro-rated?
- Owen TallisYes, it's pro-rated to the end of the term. It co-terminates, so you don't end up with two renewal dates.
- Lorraine KowalczykGood. One renewal date is what I want.
- Gregory HasselbeckOwen, a question for you. Is this price the best you can do?
- Owen TallisGreg, I'll be direct. The £62,000 already reflects a first-term adjustment from where the list would have landed. I'm not going to invent more room just because you asked. What I can do is hold that position until the target date, and make the payment schedule work for Lorraine.
- Gregory HasselbeckThat's a clear answer. Thank you.
- Owen TallisIf something changes in scope, say you drop one of the teams or add one, we would revisit it. That's different from haggling.
- Gregory HasselbeckUnderstood. We are not going to drop a team.
- Shauna PettiboneCan I come back to one thing on the draft? There's a clause on liability, and I'd like our counsel to look at it. They have not seen it yet. Is that going to cause a problem on timing?
- Jordan PikeIt shouldn't, if it goes to them this week. What would help me is a rough idea of how long they take. A few days, or a couple of weeks?
- Shauna PettiboneHonestly, probably a week. They are busy but this is on their list.
- Owen TallisA week works. Then we would need a turn on our side, and if our legal team gets their comments by early next week, we are comfortably ahead of the date.
- Jordan PikeWhich is Thursday 16 April 2026, as it stands in our system. I want to check that's still the date you have in mind, Greg, for the signature.
- Gregory HasselbeckThat works for me, as long as privacy has signed off.
- Shauna PettiboneIt is tight but it is possible. I'd call it likely, not certain.
- Owen TallisThanks for being honest about that. I'd rather carry likely in the forecast than a hopeful yes. Let's keep 16 Apr 2026 and review it once the privacy comments are in.
- Jordan PikeAgreed. What would make this a yes for everyone on the line? I mean that as a real question. If there is something that is still bothering you, now is the time.
- Shauna PettiboneFor me, three things. The renewal notice written in, the service level summary in writing, and the business associate agreement settled with our privacy team. Everything else is detail.
- Lorraine KowalczykFor me it is the entity name, the billing schedule, and the payment terms confirmed. I don't have a bigger concern than that.
- Gregory HasselbeckMine is simple. Nothing that creates work for my team, and nothing that puts patient data at risk. If those two hold, I'm comfortable.
- Jordan PikeThat's a clear list. Thank you, all of you. Let me read it back, and Owen, jump in. From us: an updated order form with the renewal notice written in and quarterly billing if Lorraine confirms she wants it. A written service level summary, including the point about freshness and credits. And legal turning around the privacy comments quickly.
- Owen TallisYes. And I'll take the freshness question back internally, so you get a straight answer on whether anything can go in the order form. I'll tell you tomorrow if the answer is no, so you are not waiting.
- Shauna PettiboneThat's helpful.
- Jordan PikeFrom your side: Shauna sends the privacy comments today, and the liability clause goes to counsel. Lorraine sends the legal entity and billing contact on Thursday. And a named technical contact from IT, if you can, before signature.
- Shauna PettiboneYes, those are the right ones.
- Lorraine KowalczykCan I ask one more? On the order form, will the total be shown as the single figure, or broken out into the two parts?
- Owen TallisBroken out. The implementation line, the subscription line, and the total. The total is £62,000. You will be able to see exactly what is one-off and what recurs.
- Lorraine KowalczykPerfect. That's what I need.
- Gregory HasselbeckJordan, last point from me. After we sign, who is my contact? It's you?
- Jordan PikeI stay on the commercial side, so I'm your contact for anything about the contract. For the day to day, Hollie Grieve, who is our customer success manager, takes over. She'll run the kickoff and she is the person who watches adoption and the quarterly reviews. I'll introduce you properly before we start so you are not handed to a stranger.
- Gregory HasselbeckGood. Thank you.
- Owen TallisAnd I'm around if anything gets stuck on price or terms. Jordan has my line. I won't overrule Hollie on delivery, but if the commercial side needs a senior name, call me.
- Shauna PettiboneThank you, Owen. That's good to know.
- Jordan PikeOkay, we are at about twenty-three minutes, I think we are in good shape. Anything else before I wrap?
- Lorraine KowalczykNot from me.
- Shauna PettiboneNo, I think that covers it. I'll get the comments over this afternoon.
- Gregory HasselbeckNothing further. Thank you, everyone.
- Jordan PikeThen thanks all. I'll send a short summary of the call tonight with the open points and who owns each one, so there is no doubt. And the updated order form goes out once I have the entity details on Thursday.
- Owen TallisThanks everyone. Speak soon.
- Shauna PettiboneThanks. Bye for now.
- Lorraine KowalczykBye all.
- Gregory HasselbeckGoodbye.
- Jordan PikeTake care. Owen, stay on a second, if you can.
- Owen TallisSure. I'm here.
- Jordan PikeI'll note the freshness question and the liability clause in the CRM tonight so the deal record is true. Thursday for the entity details, and the date stays at 16 Apr 2026.
- Owen TallisGood. Don't move the date until the privacy comments are in. And put the open points on the record, not just in your head. Who signs, Jordan? Just to be sure.
- Jordan PikeGreg signs. Shauna and Lorraine are on the paper but he is the signatory, and he won't sign before privacy does.
- Owen TallisThat's what I heard too. Fine. Talk tomorrow on the freshness answer.
- Jordan PikeThanks, Owen. Speak tomorrow.
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