Proposal for Harcastle: follow-up and questions

Hello Nicola, Thank you for your time on the proposal call. As promised, here is the short version in writing. What you get: the Growth tier, so several teams working from the brain, with the dashboards builder and quarterly reviews. The first stage connects the routing system, the helpdesk and the accounting system, so that an account manager sees one customer's collections, missed-collection tickets and invoices together. What it costs: the total deal value is £51,600, excluding VAT. This is the figure in the proposal and I would not like you to rely on any other number you may have heard in conversation. What happens next: once you have taken it to whoever signs off the budget, we agree the order form under the MSA and book the implementation. Our expected close date is 28 Mar 2025, but that is a planning date and not a deadline from us. If you have questions, send them over and I'll answer them in one go. I will also check anything technical with Anya before I reply. Kind regards, Lewis

Lewis, Thanks, this is clear. A few things, in no particular order: - Which part of the £51,600 is the one-off implementation and which part is the subscription? My budget holder will ask and I'd like to give a straight answer. - Is anything else going to be charged on top, for example extra users or extra connectors, once we are up and running? - What's the fix and who owns it if a connector stops loading? I want a name, not a team. I have not taken it upstairs yet. I'd like to have these answers first so that I'm not going back twice. I don't commit budget without them seeing it, so it will take a little time on my side. Thanks, Nicola

Hello Nicola, Thank you, those are fair questions and I would sooner you asked them now. On the split: the proposal sets out the one-off implementation fee and the annual subscription as separate lines, and the £51,600 is the total deal value across both. I'll send you the page with the two lines marked so that you can lift it straight into your own paper. I'd rather you quote from that than from my email. On extras: nothing is added automatically. Growth includes a set number of users and connectors, and if you went beyond either, that would be a separate, written quote, co-termed to your renewal, and you would see it before agreeing anything. Based on what Imran described, the first stage sits inside the included connectors. On connectors: your customer success manager, Marcus Bell, owns the relationship after go-live, and Anya's team handles the technical side during implementation. I'll put names against each stage in the plan so that it is not just a team name. I'll send the marked-up page today. Kind regards, Lewis

Lewis, Got the page, thank you, that answers the split question. I have put it in front of my budget holder and he has what he needs for now. He has asked for a bit more time to look at it against the rest of this year's spend, so I can't give you a date yet. I'd say you are not stuck, just waiting in the queue. I'll tell you as soon as I know. In the meantime, Imran is carrying on with his customer id check, so the technical side should not hold us up when we do get the go-ahead. Thanks, Nicola