Marketing Technology FAQ's
ec2i SaaS Technology:
Billing & Contract Questions
All our subscription plans are 12 months in duration. You have the option to pay monthly or pay 12 months upfront, a 15% discount will apply to customers that pay annually up-front.
Can I have a shorter subscription?
ec2i only operate on a 12 month subscription basis. We have found that customers who commit to a full year of using our technology are much more successful. We are able to offer enhanced on-boarding and support resource knowing you are committed for at least a year.
Will you automatically renew my subscription?
No. Your ec2i Account Manager will contact you approx 2-3 months prior to your 12 month expiry date and present you with renewal terms. ec2i will only renew the subscription once you have signed and returned the contract.
Can I cancel my subscription?
The subscription term is for 12 months if you wish to discontinue the service after the subscription ends then please inform your Account Manager or do not renew your contract when ec2i presents a renewal.
What happens if I go over my usage limits?
ec2i understand it can sometimes be difficult to predict usage requirements which is why we operate on a "fair usage" basis. At the end of each month your dedicated Account Manager will review your usage and inform you if you have exceeded any limits. ec2i will give you 5 working days to be back inside your usage limits as per clause 8.6 in our Terms of Service document.
If over usage becomes persistent then ec2i reserve the right to invoice you at the next quota allocation as per our price list. This would be prorated into your existing 12 month contract.
Can I increase my users or storage levels mid contract?
Yes. We are able to do this almost instantly by simply raising a new invoice for the additional services and this will be prorated to run alongside your existing contract. In the event that you renew your contract after 12 months we will incorporate the additional services into the new 12 month contract.
How do I pay ec2i?
For customers that are paying 12 months upfront ec2i will accept a purchase order with 30 day payment terms. The service will become active on the agreed contract start date but should payment not be received in the 30 day invoice period it may be disrupted.
For customers who pay on a month to month basis, ec2i will provide bank details and recommend you setup a standing order to cover the 12 month period with payments set to the agreed day. Service will only begin once we receive the first payment and if payments are missed your service may be disrupted.
We would like to make changes to your Terms of Service or Service Level Agreement. Is that OK?
ec2i are unable to make changes to our Terms of Service or Service Level Agreement. ec2i cater for many customers using our technology platform and therefore it would be difficult for us to have separate agreements across all our client base. Maintaining a standard Terms of Service and Service Level Agreement allows us to ensure we meet our obligations and deliver a fantastic service. ec2i have spent considerable amounts of time to ensure the legal contracts are fair to all parties.
Can I submit a Purchase Order to ec2i?
ec2i are happy to cross reference your PO number on our order form for your internal tracking and records.
Please note that we do not accept Purchase Orders as form of payment nor the terms and conditions associated with your Purchase Order.
ec2i SaaS Technology:
Support & additional services
ec2i support is available from 8:30am - 17:30pm (GMT) Monday to Friday excluding UK Bank Holidays. Support is via telephone or email and we may occasionally invite you to "Screen Share" if we need to diagnose a problem or offer onscreen training or assistance.
When does the support start?
Clients that have signed up to a SaaS agreement are entitled to support for the duration of the contract during the support hours specified.
How much does technical support cost?
Technical support is inclusive of your SaaS agreement and is backed up with a Service Level Agreement for your piece of mind.
How does my software get updated with new versions?
One of the many benefits of cloud based SaaS software is that we take care of this for you. All product updates are done by ec2i after an extensive QA period on our development servers. When we do a major product update we will communicate all the latest functionality as part of our service.
What if I do not want a new version or software update?
The product is continually developed to enhance functionality for the benefit of our client base. The updates are automatically applied but wherever possible we ensure new features are configurable, giving you the option to deploy them or not.
Can I request a new feature or an enhancement?
Of course! We would love your feedback. Our help desk system allows us to log feature requests which are continually reviewed. If a feature makes sense for the majority of customers we are very likely to implement the functionality or build an alternative that may enhance the request further.
Do ec2i have a Professional Services team who can offer additional support outside the standard offering?
Yes. ec2i have a Professional Services team who are able to assist in discovery, documentation, build, development, training and change management.