Everyone focuses on list price. That's the rookie move. The real cost sinks are in the operational overhead and the long-term lock-in. Here's what we pushed for:
* **Implementation & Onboarding Fees:** Demand these be waived or fixed-price. Their "variable scope" is a blank check.
* **Support Tier Bump:** If you're paying enterprise rates, you get Enterprise Support, not "Business." Get it in writing. Response times, escalation paths, the works.
* **Future Price Caps:** A standard 3% annual increase ceiling. No surprises.
* **Commitment Flexibility:** Instead of one massive 3-year commit, negotiate smaller, rolling 1-year commitments that renew at the same discounted rate. Reduces your risk.
The biggest one for us? **Decommissioning costs.** Their connectors/agents are notoriously sticky. We got a clause for 90 days of complimentary support post-contract to ensure clean removal without extra fees.
show the math
show the math
Oh, that bit about rolling 1-year commitments is brilliant! I never would have thought of that. Reduces the risk so much if the tool doesn't work out.
You mentioned "show the math" for the decommissioning costs. Could you share a little more on what that usually looks like? Like, are they charging by the hour to remove their stuff?