Terms and Conditions for CIENCE SDR Services

a.    The Parties shall make commercially reasonable efforts to have the Services commence on the Service Start Date as set forth on the Order Form. 

b.    Unless otherwise noted on the order form the initial term of this Addendum shall be twelve (12) months from the Service Start Date (the “Initial Term”).  After the Initial Term, this agreement will automatically renew for another twelve (12) months unless either party provides written notice of their intent not to renew, at least thirty (30) days before the end of the current term.

The Licensee pays a fee for a type of lead, which is outlined in the order form. The types of leads and their associated fees are as follows:

1. Held Meeting (Virtual Meeting): A "Held Meeting" is defined as a scheduled business discussion involving at least two individuals. This discussion can occur either in person or through telecommunication methods. It must involve a representative of the Licensee and a prospect who is within the approved ideal customer profile outlined in the order form. The Licensee will be charged a "Held Meeting Fee" for each qualified and held meeting set up directly by CIENCE during the contract term (the specific amount for this “Held Meeting Fee” will be outlined within the order form).

If the representative of the Licensee does not show up for the scheduled meeting, CIENCE will still charge the Licensee the "Held Meeting Fee" for that meeting.

2. BANT+ Qualified Leads: A "BANT+ Qualified Lead" is defined as a prospect qualified by CIENCE based on criteria such as Budget, Authority, Need, and Timing (BANT) or through customized qualifications. The actual engagement and follow-up with the prospect are conducted by the client. CIENCE ensures that the prospect meets the client's criteria before handing them off. The prospect is informed that the client's sales team will reach out within the next 5-7 days. Following this period, a CIENCE SDR will follow up with the prospect to close the loop on the outcome of the client sales team's engagement. The Licensee will be charged a "BANT+ Qualification Fee" for each qualified lead delivered by CIENCE during the contract term (the specific amount for this “BANT+ Qualification Fee” will be outlined within the order form).

3. Custom Qualifications: In addition to the standard qualification criteria, CIENCE offers flexibility to customize the qualifications for all leads based on the specific needs of the client. These custom qualifications can be defined and adjusted as outlined in the order form.

During the service term for the Program, CIENCE will charge a management fee for each SDR that includes SDR and Campaign management services (“SDR Management Fee”).

All calls, emails, and other forms of correspondence with prospects, which result in the setting of appointments, are recorded and archived within the CIENCE technology.  Both the client and CIENCE have the ability to review these records in the event of a dispute regarding a held appointment.

a. Reschedule Policy for Appointments Clients should not reach out to the prospect before a scheduled meeting date/time. If the Client does reach out prior, CIENCE is not responsible for rescheduling or replacing the lead. If the prospect misses the first meeting date, CIENCE will reschedule and resend the calendar invite. If the prospect misses the second meeting date, the same process will follow. If by the third time the prospect misses the meeting, CIENCE will replace the lead.

b. Replacement Policy 100% of CIENCE’s qualified leads undergo a multi-level quality control process. When questions arise about a particular lead, CIENCE investigates thoroughly. If the lead meets the qualifications and Ideal Customer Profile outlined in the order form, it will not be replaced. If it does not meet the criteria, CIENCE will replace the lead at no cost to the client.

Payments may not be withheld during the dispute resolution process; all payments are due as outlined in the invoice.

a. CIENCE’s staff shall provide the Services set below

b. Outbound SDR Services

Tasks that may be assigned as part of SDR services:

• Call prospects on Licensee's behalf
• Email prospects on Licensee's behalf
• Manage drip/drip nurture campaigns
• Outreach via social media channels (profile views, connection requests, and messaging after a connection is made).  The number and types of activities are dependent on the social media channels rules and regulations.
• Deliver templates and scripts as part of the created strategy for the campaign
• Schedule meetings (Face2Face, Phone, BANT+, Webinars, Trade-shows)
• Follow up work (e.g. Schedule meetings with prospects from trade-shows)
• Qualify prospects per Licensee’s qualification outlined in the order form

a. Deliverables for appointment services are as follows:

As part of the Services, CIENCE will be responsible for the outreach and appointment setting and will deliver the following:

• Creation of campaign strategies and messaging along with reasonable modifications to these campaigns to ensure alignment with industry best practices.
• Templates for review by Licensee
• KPI reports, including, but not limited to: Open/Click/Bounce/Automatic Response/Positive Response/Negative Response
• Direct access to CIENCE Account Team
• Access to all communications between SDR services and prospects reached out to on Licensee’s behalf.
• Deliverables may also include landing pages and advertisements depending on the agreed-upon add on services

a. Set-up and Kick-off Activities: These will commence on the Service Start Date and are part of the Initial Term. Set-up activities are expected to take no more than ten days.

b. Set-up Activities: At a minimum, these will include:

• Scheduling and Assignment: CIENCE will coordinate the schedule of each SDR and assign the SDR(s) to provide services to the Licensee prior to launch.
• Target Lists: The Licensee may provide CIENCE with target account lists and suppression lists.
• Lead Information: Leads will minimally include Account Name, Decision Maker Name, Title, and Contact info (email/phone) and qualification outlined in the order form.
• Access and Links: The Licensee will provide SDR access to conference call links and numbers for scheduling sales demos and appointments (e.g., Zoom, Skype, etc.).
• Social Media Accounts: The Licensee may grant CIENCE SDRs approval to use LinkedIn for outreach purposes.
• Lead Catcher: The Licensee will assign sales personnel to handle demos, appointments, and BANT leads.
• Meeting Technology: The Licensee and their sales team will use GO Schedule meeting technology to provide open time slots for SDR booked meetings. If the client does not utilize this technology, they must ensure that a sales executive is available to take meetings or follow up on leads.
• Marketing and Product Content: The Licensee will share marketing and product/service content with CIENCE to aid in creating templates, scripts, and a response library. Suggested content examples include:
  
  • Case Studies, White Papers, presentation decks, etc.
  • Training decks/documents
  • List of FAQs
  • Common objections and rebuttals
  • Past templates/scripts
  • List of primary competitors
    
    
• Point Person: The Licensee will provide a point person to manage the relationship with CIENCE and coordinate the services.
• Review Calls: The Licensee will provide an ideal time for a weekly review call.
• ICP Lists: The Licensee will approve ICP Lists to target, as outlined in the order form.
• Lead Routing Preferences: The Licensee will inform CIENCE on how they wish leads to be routed for their sales team (e.g., Round-Robin, Geographic, per product/service, per LTV, etc.).

• To facilitate effective management and scheduling of appointments, CIENCE requires clients to either connect their calendar systems to CIENCE or manually utilize the provided scheduling system. Supported calendar systems for integration include:
  • Google Calendar
  • Outlook Calendar
  • Apple Calendar
  • CalDav (Beta)
  • Zoho Calendar
  • Lark Calendar
  • Microsoft Exchange
  • Microsoft Exchange 2016 Calendar
  • Microsoft Exchange 2013 Calendar
• If integration is not feasible, clients must manually manage their appointments using the CIENCE calendar application. This ensures appointments are accurately scheduled, tracked, and confirmed within the CIENCE technology.
• CIENCE is not responsible for tracking or acknowledging appointments or changes made outside of the approved CIENCE technology.
• If clients fail to integrate or manually manage their appointments using the CIENCE technology, CIENCE shall not bear responsibility for scheduling conflicts, unconfirmed appointments, or tracking inaccuracies. Standard fees for scheduled appointments as agreed upon in the contract will still apply.

d. Content Approval: The Licensee may approve content created by CIENCE (templates/scripts). To avoid delays, the Licensee shall have twenty-four (24) hours from receipt of content from CIENCE to review and provide feedback. If the Licensee does not provide feedback within forty-eight (48) hours, the content will be deemed approved.

Client Training Responsibilities

Client Training on Solution Focus: This includes:

• A brief high-level PowerPoint overview of the solution, similar to what is presented in an initial sales meeting with a prospect.
• Solution training and delivery of the main value proposition.
• Examples of recent sales successes/case studies.
• Key differentiators from competition and battle cards.
• Key qualifying questions aligned with client solutions.
• Appointment setting process in alignment with the client sales process.
• Alignment with client sales on agreed qualification, process, expectations, and lead routing.

Meetings Between Client and CIENCE:

• Program Kick-off Call: Upon delivery of the fully executed statement of work, a program launch call will be established within 72 business hours.
• Standing Program Call: Growth Team and Client primary day-to-day contact will connect to discuss weekly updates, program optimizations, market feedback, and other predefined agenda items.
• Bi-Weekly Call Listening Session: The Client will participate in bi-weekly call listening sessions with the Client's dedicated Sales Development Representatives (SDRs). During these sessions, the Client will nominate a sales person or other subject matter expert to provide coaching on calls selected for review. These sessions will be conducted via collaboration software, where calls can be played but not shared. The Client commits to providing continued coaching for the first 8 weeks of the program to ensure optimal performance and alignment with the Client's objectives.

a. CIENCE’s Sales Development Representatives (SDRs) assigned to the Licensee shall be dedicated full-time, working 40 hours per week. Each SDR is entitled to two weeks of paid time off per year, ensuring consistent engagement and productivity throughout the service term. If the assigned SDR is no longer available for the program, CIENCE shall replace and ramp up a backfill within 48 business hours to ensure program continuity. 

a. B2B Data Privacy & Outbound Compliance Protocol:

All contact data and outbound activities managed on behalf of our clients are governed by our B2B Data Privacy & Outbound Compliance Protocol. This protocol ensures that we adhere to internationally recognized privacy standards, regulations, and best practices specific to B2B interactions. By subscribing to our services, clients acknowledge and agree that any contact data shared with or used by Cience will be processed in strict accordance with this protocol. Any misuse or unauthorized distribution of contact data is prohibited. Clients are responsible for ensuring that their own use of contact data aligns with applicable privacy laws and standards. Queries, complaints, or requests for further information about this protocol can be directed to our Data Protection Officer at dataprotection@cience.com.