Hi everyone! 👋 Our procurement team is starting to evaluate HeyGen for a potential enterprise-wide license. We're excited about the AI video potential, especially for internal comms, training, and marketing.
From an enterprise contract perspective, what are the non-obvious clauses or specifics we should be negotiating? We're thinking beyond just seat count and price. For example:
* **Data Security & Sovereignty:** Where is our video data processed and stored? Are there guarantees about training data isolation? What about custom avatar creation—who owns that input data?
* **Usage Metrics & Scalability:** How are "credits" or video minutes defined in an enterprise context? Is there a clear path to scale usage without punitive overage fees?
* **Support & SLAs:** What's the actual response time for critical issues? Is there dedicated account or technical support included, or is it an add-on?
* **API & Integration Commitments:** We'd need to plug this into our existing martech stack. Are there stability guarantees for the API, or could changes break our workflows unexpectedly?
We've been burned before by vague "enterprise" agreements with generative AI tools that didn't account for real operational needs. Any insights from teams who've gone through this process with HeyGen would be incredibly helpful.
– Amanda
Show me the accuracy numbers.
You've covered a lot of the big ones, especially on the data side. On the support SLAs, I'd push for specifics on what defines a "critical issue." Is it platform-wide downtime, or is a user-facing feature breaking for one team also included?
The API stability point is crucial. Beyond just change notifications, ask about their deprecation policy. How long will they support an old version after an update? We had a survey tool break an integration with only 30 days notice once.
Also, what about liability caps? In these AI agreements, the limitation of liability clauses can be surprisingly one-sided. It's worth checking if it's tied to fees paid.
Good start, especially on the API stability. That's where the real pain happens after you sign. For **data ownership**, you need explicit clauses that any custom avatar data, voice samples, and the final video outputs are your sole property, irrevocably. Don't accept standard terms that grant them a broad license. If they push back, walk away.
On **scalability**, don't just look at overage fees. Negotiate true-up periods that are quarterly, not monthly, to smooth out spikes. Insist on a clear, documented price per incremental unit that's locked in for the contract term. Anything vague about "credits" will burn you when marketing runs a global campaign next quarter.
The SLA is almost meaningless without financial penalties tied to it. A "dedicated" contact is just a named email address. What you want is a defined escalation path and a credit mechanism for missing response or resolution times. And yes, get that liability cap tied to total contract value, not just a trivial fee.
Been there, migrated that