New Terms and Conditions – Frequently Asked Questions (FAQs)

1. Simplifying and reducing contract paperwork

1.1. What does it mean for me? How do I get from my current contracts to 1 x contract per Product Category?

A: We’ll do this by simplifying and reducing the volume of contracts. From 1 August 2023 in the UK and Ireland we’ll organise your contracts into Product Categories, which are categories of products that we’ve determined are closely reliant on one another. We’ll start to consolidate individual product contracts together, so you’ll end up with one contract per Product Category. We’ll also start to align the anniversary dates for these individual contracts around one single anniversary date, where those contracts are part of the same Product Category.
Watch our explainer video to see how this will work in practice.

1.2. What does co-termination mean?

A: as outlined in question 1.1, we will be simplifying our contract structure to one contract with you for each of our Product Categories, we will need to co-terminate each individual product line item within that Product Category so that they will have the same minimum term and renewal term. Please see the question and video explainer above if you’d like more details.

1.3. What are the Product Categories?

A: Product Categories are groups of products created by us that we’ve determined are closely reliant on one another. Here are the Product Categories for the UK and Ireland:
Code Product Category

1.4. I have a contract renewal due on or after 1 August 2023 that would normally renew automatically. How will that work?

A: It will still renew automatically, but we’ll start to combine your contracts in the same Product Category and align their renewal dates. Please see our video explainer above if you’d like more details.

1.5. What happens to my ‘alignment month’?

A: We’ll not be retaining an alignment month on and after 1 August 2023. Instead, each contract for a Product Category will run from its commencement date (the date the initial quote is signed and accepted by us) and have a start date (the date when the initial product(s) is capable of operational use). The minimum term and renewal terms will run from the start date. For customers with an alignment month, your new contracts per Product Category (which will be created when your existing contracts are categorised) will all have the same anniversary date. When you buy a product belonging to a Product Category for which there is no existing contract, a new contract will be created for that Product Category – this will have its own commencement date and start date.

1.6. How can I get an updated summary of the Keyloop contracts I have?

A: Our Accounts Receivable team can provide you with a summary of your Keyloop contracts. For an updated summary showing how your contracts have been simplified, email UKAR@keyloop.com (for UK contracts) or IrelandAR@keyloop.com (for Ireland contracts).

1.7. What does moving from my current contracts to 1 x contract per Product Category mean for the price per product?

A: Where the products are the same, we’ll start to combine your contracts, so you have one contract per Product Category with a single anniversary date. Please refer to question 1.1 for further details regarding co-termination; this will include the consolidation of multiple line items for the same product into a single line item. The unit price for the consolidate product line will then be the average weighted price. Here’s an example:

Current pricing – contracts for the same product in the same Product Category
Contract line item Product Qty Price (Euro) Next renewal

*This is the longest minimum term.

Future pricing – one contract line item for the same product in a Product Category

Contract line item Product Qty Price (Euro) Next renewal
One combined from 1 Apr 26 A 100 13.60 31 Mar 27

1.8. What if I have more than one historic contract for the same product within a Product Category, and I want to cancel one of them before co-termination has been completed?

A: If you want to cancel one of your contracts for the same product within a Product Category, we’ll cancel the oldest one. You might hear this referred to as ‘First In First Out’ (FIFO).

1.9. With one contract per Product Category, what happens if I want to buy an additional licence(s) for an existing product I am using?

A: If you need a further licence(s) for an existing product (for example to increase the number of permitted users), we’ll be able to process this either as an amendment to your existing contract for the relevant Product Category or by creating a new contract for the entire Product Category. We’ll no longer need to create a separate contract for the additional licence that has its own minimum term commitment. This will avoid you having multiple contracts for the same product which each have their own minimum term commitment.

1.10. With one contract per Product Category, what happens if I want to buy a new product that I am not currently using in a Product Category for which I have a contract with you already?

A: We’ll be able to process this either as an amendment to your existing contract for the relevant Product Category or by creating a new contract for the entire Product Category.

1.11. Will these changes apply to existing contracts as well as new?

A: Yes, it will apply to new and existing contracts in the UK and Ireland. The changes will become effective from 1 August 2023, which is when the major updates to our contract and financial systems will become operational.

1.12. Do I need to sign anything new?

A: No. We’ve designed this process to make things as efficient as possible for you.

2. Service level availability

2.1. How will the availability service levels be measured?

A: We’ll measure the availability of our individual products on a quarterly basis. Our minimum availability service level from 1 August 2023 will be 99.5%, measured and based on confirmed Priority 1 cases. There are certain industry standard elements of downtime (e.g., for maintenance), during which a product will be unavailable for use by customers; this will not be considered when measuring the availability service level. We’ll take reasonable steps to try and ensure any downtime within our control, is at a time that minimises disruption to your business operations.

We recognise that availability is crucial. We are continuing to work on a service credit regime which, once implemented, will be designed to provide you with a fast-track solution should availability fall below certain thresholds. For now, this remains a work in progress.

3. Payment terms

3.1. Are you making any changes to Keyloop’s payment terms?

A: Yes. We’ll invoice our recurring charges annually in advance unless otherwise agreed with you. Our preferred method of payment is direct debit, and to encourage adoption of this payment method, we’ll offer 45-day payment terms when choosing to pay by direct debit. This is an increase from the current 30-day payment term standard. For all other approved payment methods, the payment terms will remain at 30 days from the invoice date.

3.2. I have agreed with Keyloop to pay at different frequencies – what does this mean for me?

A: We’ll honour different invoicing frequencies that have previously been agreed.

3.3. What about any special terms regarding charges I have previously agreed with you in relation to an individual contract?

A: Special charges and payment terms previously agreed with you will be honoured for the duration of that contract.

3.4. Will there be special term agreements in the future?

A: Where any changes to our standard terms and conditions are required, we’ll no longer have separate special term agreements that need to be signed by both parties. Instead, any variation to our standard terms and conditions will be captured within the quote.

3.5. Will I need to pay a deposit?

A: No, you not need to pay a deposit for new contracts that come into force on or after 1 August 2023.

3.6. What are the standard invoicing terms for one-time charges?

A: For now, we’ll continue to invoice one-time charges for professional services in line with delivery. This is under review to ensure that invoicing timescales align with the point at which resources are committed to an order.

3.7. What about deposits I have paid already? Do I get them back?

A: If you’ve paid a deposit for a contract that starts before 1 August 2023, then the deposit will be retained. If you have already paid a deposit for a contract that is due to start on or after 1 August 2023, then it will be credited to your account in the usual way.

4. Annual price increase

4.1. When will annual prices be reviewed?

A: We’ll continue to review all charges annually and notify you of any changes in advance. To simplify account management, we will transition to annual price increases taking effect from January each year rather than each relevant contract’s anniversary date. This will apply after 1 August 2023 for all new and existing contracts. For example, if you have an existing Autoline DMS Product Category contract with an anniversary date of 1 January and then take out a new Leads Product Category on 1 September, on advanced notice from us both contracts will be subject to an annual price increase from January.

5. Product Overviews

5.1. What if I don’t recognise the name of my products?

A: Here are the product names that have changed recently:
Previous name Current name
Silverbullet  → Keyloop eCommerce
Silverbullet Web → Keyloop eCommerce Web
Silverbullet other → Keyloop eCommerce other

5.2. Where can I see the Product Overviews?

A: Product Overviews are published on our Service Connect Anywhere portal here: https://service.keyloop.com/legal-documents

5.3. Why have you created Product Overviews?

A: In order to clarify standard product features and any specific dependences. Product Overviews are designed to put your Experience-First by giving full clarity regarding product capabilities and expectations.

6. Scope of our support and maintenance services

6.1. Where can I find details of the scope of support and maintenance services?

A: The scope of our support and maintenance services including our support operating hours are outlined in our Support and Maintenance Schedule, which is published online here [insert hyperlink].

6.2 What assurances are you providing regarding the compliance of your products with legal and fiscal changes?

A: We proactively assess changes to the legal and fiscal landscape that may impact our products. As part of our support and maintenance services, where there is a change in law or tax rules which has a direct impact on existing product functionality then we’ll look to provide you with an update or new release to address that change. Our ability to do so without additional charges applying will depend on certain key factors including the version and release of the product you are using, whether you have any customisations and whether you are following our standard release management protocols. Further information about the scope of our commitment can be found in our Support and Maintenance Schedule, which is published online here [insert hyperlink].

7. Standard Documents

7.1. Will the documents I receive from Keyloop look different after 1 August 2023?

A: Yes, the upgrades we’re making to some of internal Keyloop systems mean we can also update some of the standard documents you receive from us to be clearer and simpler, such as our quotes and invoices. You’ll also receive a new Customer Number. We’ll provide full details of these non-contractual changes in a separate communication prior to 1 August 2023.

8. General questions

8.1. My company also has contracts with Keyloop outside the UK and Ireland. Do these updates affect them?

These changes shall only apply to contracts in the UK and Ireland on 1 August 2023, as this is the date we’re upgrading some of our internal Keyloop systems for this territory. For other countries, the changes will be implemented at a later date. You’ll receive separate communications for any other countries where you have Keyloop contracts at least 30 days before the changes take place.

8.2. Will there be any future changes to the standard terms and conditions?

A: Like any business, from time to time we’ll review our terms and conditions to make sure they remain clear and fit for purpose. We’ll always aim to let you know of any planned changes to our terms and conditions before they happen and ensure that any changes do not have a material adverse effect on you.

8.3. Who should I contact if I want to know more?

A: In the first instance, you should contact termsconditions@keyloop.com

8.4. Where can I find information about data protection and security related issues concerning your products and services?

A: We’ve created a new Keyloop Privacy Hub which is published online alongside our standard terms and conditions, here https://www.keyloop.com/legal-documentation. Our Privacy Hub includes information regarding the technical and organisational measures we use to protect personal data we process on your behalf and details concerning third parties that we engage to provide products and services to you.