SAN FRANCISCO – RightNow unveiled the RightNow Cloud Services Agreement , a client-focused approach to solution licensing. The CSA reinvents how cloud vendors engage with clients, finally delivering on the full promise of the cloud.
Cloud computing promises to change how software is purchased and delivered, and while technical benefits are realized with SaaS delivery, benefits have yet to accrue on the business engagement side of the promise.
RightNow’s CSA takes an innovative approach for licensing enterprise cloud software solutions. It provides the guaranteed-pricing benefits of a traditional Master Services Agreement without the pain – hidden costs, escalating maintenance bills, lock-in, and shelf ware. Also, unlike traditional MSAs, the RightNow CSA ensures that RightNow’s success is dependent on its clients’ success.
The RightNow Cloud Services Agreement includes:
- Annual usage alignment up or down – Traditional agreements often force clients to buy more than needed to get long-term pricing predictability. RightNow CSA puts an end to shelf ware, allowing clients to rebalance usage up or down annually to meet business needs.
- Three-year price commitment plus three-year renewal price cap – Traditional agreements are replete with hidden fees and price hikes, which make it impossible to predict future costs. RightNow CSA provides clients with transparent and fixed pricing for six years, yet clients only have to commit for one year.
- Annual termination for convenience – With traditional agreements, once the contract is signed, the client is locked in, leaving no incentive for vendors to exceed – or even meet – client expectations. RightNow CSA provides clients with added flexibility with reduced risk; if RightNow isn’t executing to client satisfaction, the client can walk away.
- Annual pools of capacity: –Traditional agreements force clients to buy enough seats or capacity to cover their peak usage, even if most of it sits idle for most of the year. RightNow CSA provides clients with an annual pool of usage over a 12-month period. This allows clients to accommodate seasonality and fluctuations in their businesses without having to pay extra for spikes.
- Cash service level credits – With traditional agreements, clients receive, at best, credits toward future purchases. If RightNow falls short of the service levels guaranteed in a client’s customer care package, it will refund a percentage of the client’s subscription fees.
- Unlimited capacity for 90-day pilots – Traditional agreements require that clients buy before they try. As part of RightNow’s standard engagement process, clients are encouraged to try before they buy.
In addition, CSA provides relief from the protracted and complex negotiations that are standard operating procedure with traditional agreements. Because RightNow has reduced risk for clients, the company and its clients can spend less time negotiating contracts and more time achieving faster results.
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