Notes from our check-in

Dear Helen, Thank you for your time this morning. As agreed, here are the notes from our check-in, so that we both have the same record. 1. Usage. Activity on the brain has been steady but a little lower than last quarter. To confirm, you have 40 licensed users on the Growth tier and only a handful are active in a typical month. We discussed who else in your team might benefit from access. 2. Support. There have been four tickets in the last month, none of them high priority. I will make sure the open ones are reviewed with our support team and that you receive a written update. 3. Board pack. You described the section on rent arrears, where the figures do not yet reconcile to the housing management system. I will make sure we look at the source mapping for that data before our next conversation. 4. Contract. Your current term runs to 1 Sep 2026. We agreed to come back to this properly once the board-pack work is settled, and I will not assume anything before then. Please tell me if I have recorded anything incorrectly. Kind regards, Elena Elena Novak Customer Success Manager, EU BB-Demo

Hello Elena, Thank you, that is a fair summary of the call. Two points. On item three, the arrears section of the board pack is the one the board will ask about, so I would like the mapping checked against the housing management system rather than just described to me. Can you show me the source for the arrears total, line by line? These don't reconcile at the moment and I would rather understand why before it goes anywhere near the committee. On item one, you are right that usage is lower. Part of that is simply the time of year for my team, but I do not want to give you a tidy explanation I cannot back up, so let me look at who has been logging in and come back to you. I agree we should leave the contract conversation until the figures are sorted. Kind regards, Helen