Following up on our negotiation call

Hello Graham, Siân, Thanks for your time on the call last week. Good to hear how the key-account, collections and complaints teams would each use the brain, and I think we're closer than we were. To pull together where we've got to: - Enterprise tier, with the brain built and run inside your own Snowflake account. - A total deal value of £145,000, which includes the one-off implementation fee. I'm keeping that as the headline until the order form is drawn up, and I'll confirm every line in writing rather than going from memory. - You'd like the connector commitments and the complaint-handling use case written down plainly, so nobody argues about them later. Owen is copied in as he'll be the senior name on our side for the commercial terms. We're aiming to get the order form signed by Friday 27 December 2024, which I know is tight with the holidays, so tell me early if that's not realistic. Could you each let me know what's still open from your side? Happy to get something in the diary this week if a short call is easier than going round in circles on email. Cheers, Tom

Hi Tom, Thank you, that matches my notes. Three things from me, evidence first as ever. First, the connectors. What does the record say about which sources will be live, and by when? I'd like the order form to list them by name, not just as a number. Second, complaint answers have to meet the regulator's rules. Before Graham signs anything I want to be able to show how a complaint on one site is seen alongside the contract and the bills, so that collections never chase a debt that is in dispute. Mandy will have views on that. Third, let's measure it before we claim it. Can you suggest two or three measures we would track in the first few months, so the value case is ours and not yours? Graham is copied. He's relaxed about the overall shape, but he'll want my view on the detail before he commits. Diolch, Siân

Siân, Graham, Thanks Siân, that's really clear. Taking your three points in order, no drama. 1. Connectors: I'll list them by name in the order form, each with a live-by commitment, and send you the draft ahead of the signing date so you can check it against what your teams actually need. 2. Complaints: I'll set up a working session with our team so you can see a single customer's site, contract, calls and bills side by side, and agree what the collections team would see when a complaint is open. Leave that with me. 3. Measures: I'll come back with a short list for you to react to. I'd rather you cut it down than have us over-promise. On the commercials, Owen and I will keep the total at £145,000 as discussed and I'll confirm anything else in writing. If Friday 27 December 2024 still looks right for signature, I'll get the draft to you in good time before then. Cheers, Tom On 3 Dec 2024, at 11:52, Siân Pritchard wrote: > Thank you, that matches my notes. Three things from me, evidence first as ever.