What exactly are we paying for?

Marcus, I have now read the incident note on the outage and the service summary you sent last week. I still have questions. I inherited this contract. I did not choose it. Before we talk about anything else, what exactly are we paying for? As far as I can tell, we hold a Growth subscription with a licence for forty users. Very few of those people appear to log in. Two tickets were raised in the past month, both about the outage and both marked high priority. That is not a record I can justify line by line to our board. Show me the usage. Not a feature list. I want to see who is asking questions, how often, and what they are getting back. The contract runs to 30 Nov 2026 and I would like to understand the position well before then. Gareth Whitlam, Finance Director

Hi Gareth, Thanks for your note, and apologies for the delay in replying. I wanted to pull the numbers properly rather than send you something thin. I've copied Sofia, our Head of Customer Success, as she owns the review of the outage and wants you to have a straight answer. Here is what I've got so far: - Active users: the average number of people using the brain each day has come down compared with the previous quarter. It is lower than it should be for a subscription of this size, and I'm not going to dress that up. - Tickets: two in the last month, both linked to the outage, both high priority. Sofia will write separately on how they were handled. - Payments: nothing overdue on your account. - Connectors: still loading, though I want to check the delivery-exception source with your team to be sure it is behaving after the outage. What I can't do from here is tell you what the brain is worth to Brackwell in pounds. That needs a conversation with the people who actually use it, and ideally with you in the room. Happy to jump on a call this week or next. Shall we book half an hour? I'll share my screen and walk you through the usage by team and by person, so you can see it for yourself. Thanks, Marcus

Marcus, Thank you for the honest summary. I note that usage is lower than it should be. We agree on that, at least. I'm not minded to agree to a call until I have something in writing first. Please send me, before we speak: - usage by person for the last two quarters, with names; - the questions asked, grouped by team; - what the licence covers and what we actually use of it; - the two ticket references and their response times against what the contract says. If there is a case for this spend, it needs to be in those figures. If there isn't, I would rather know now than in November. I would also like the renewal terms in front of me early, so there are no surprises on price. Gareth Whitlam, Finance Director