Quantum Metric

• Setup Fees: These may be included in the initial contract depending on the scope of implementation and services required. Quantum Metric does not publicly confirm whether setup fees are charged separately.

• Annual Licensing: Fees are billed annually in advance, and pricing is based on usage volume, number of sessions, and platform complexity.

• Maintenance & Support: Ongoing support and platform maintenance are generally included in the subscription, but premium support tiers or additional services may incur extra costs depending on the agreement.

• Training: Quantum Metric offers extensive training through Quantum Metric University (QMU), which is included for customers and provides role-based learning paths. Certifications and advanced training may be available at additional cost, depending on the depth and customization required.

Quantum Metric provides a comprehensive onboarding and training ecosystem through Quantum Metric University (QMU):

• Role-Based Learning Paths: Tailored courses for product managers, engineers, analysts, and executives.

• Foundational Courses: Get started in under an hour with basics on navigation, tagging, and data interpretation.

• Advanced Certifications: For deeper expertise in implementation, analysis, and Continuous Product Design (CPD).

• Live and On-Demand Training: Includes webinars, workshops, and self-paced modules.

• Dedicated Customer Success Managers: Assigned to enterprise clients to guide implementation and strategic use.

• Community and Support Portal: Access to documentation, FAQs, and peer discussions.

This structured approach ensures that teams across departments can quickly become proficient and aligned in using the platform effectively

Quantum Metric takes enterprise-grade security seriously, implementing a range of measures to protect customer and user data:

• Data Encryption: All data is encrypted both in transit and at rest using industry-standard protocols.

• Access Controls: Role-based access ensures that only authorized users can view or manage sensitive data.

• Compliance: Quantum Metric complies with major data protection regulations such as GDPR, CCPA, and SOC 2 Type II.

• Data Redaction: Sensitive user inputs (like passwords or credit card numbers) can be automatically redacted from session replays.

• Private Cloud & On-Prem Options: For clients with strict data residency or compliance needs.

• Audit Logs: Full visibility into user actions within the platform for accountability and traceability.

These features make Quantum Metric a secure choice for organizations handling sensitive customer data across digital platforms.

Quantum Metric follows a continuous delivery model, releasing regular platform updates throughout the year. Major feature rollouts are typically announced during seasonal launches, such as the Spring Launch 2025, which introduced enhancements to Felix AI, segmentation tools, and dashboard usability. These updates are managed seamlessly in the cloud, requiring no manual intervention from customers. Clients are notified of new features through release notes, webinars, and in-platform announcements, ensuring teams stay informed and can adopt new capabilities quickly.

Quantum Metric’s policy on data ownership is designed to respect client control and privacy:

• Data Ownership: Customers retain full ownership of their data. Quantum Metric acts as a processor, collecting and analyzing data on behalf of the client.

• Data Portability: Clients can export their data at any time, and the platform supports integrations and APIs that allow for data transfer to other systems. This ensures that organizations can maintain continuity and control over their analytics infrastructure.

• Data Retention: The duration for which data is stored can be customized based on the client’s needs and compliance requirements. Typically, session data is retained for a configurable period (e.g., 30, 60, or 90 days), with options for longer retention under enterprise agreements.

Quantum Metric is built to scale with your organization’s evolving needs:

• Scalable Licensing: Pricing and usage tiers are based on session volume, number of users, and platform complexity. As your traffic or team size grows, your license can be adjusted accordingly.

• Flexible Contracts: While contracts are typically annual, Quantum Metric offers flexibility to scale up (e.g., during peak seasons or product launches) or scale down (e.g., during off-peak periods or restructuring) through contract amendments or usage-based pricing models.

• Modular Features: Clients can add or remove modules (e.g., mobile analytics, advanced AI features) based on their evolving digital strategy.

• Support for Expansion: Whether you're launching in new regions, adding new platforms, or integrating with additional tools, Quantum Metric’s infrastructure and customer success team are equipped to support rapid scaling.

Quantum Metric’s contract terms are governed by its End User License Agreement (EULA) and individual Order Forms, which outline the specific terms agreed upon with each customer. Here are the key points:

• Contract Duration: Most agreements are annual and renew automatically unless either party provides written notice of non-renewal, typically 30 to 60 days before the end of the current term.

• Cancellation Policy: Customers may cancel their subscription by providing written notice, but early termination may not entitle them to a refund unless otherwise specified in the contract.

• Amendments: Any changes to the agreement, including cancellation terms, must be made in writing and signed by both parties.

• Termination for Cause: Either party may terminate the agreement if the other breaches a material term and fails to remedy it within a specified period (usually 30 days).

• Data Access Post-Termination: Upon termination, customers may request access to their data for a limited time, after which Quantum Metric may delete it in accordance with its data retention policy.

Quantum Metric adheres to several key compliance and security standards to ensure data protection and regulatory alignment:

• SOC 2 Type II: Demonstrates strong internal controls for security, availability, and confidentiality.

• GDPR (General Data Protection Regulation): Ensures compliance with EU data privacy laws, including data subject rights and lawful processing.

• CCPA (California Consumer Privacy Act): Complies with U.S. state-level privacy regulations, including consumer data access and deletion rights.

• HIPAA-Ready: While not a healthcare-specific platform, Quantum Metric can be configured to support HIPAA compliance for healthcare clients.

• Data Encryption: All data is encrypted in transit and at rest using industry-standard protocols.

• Data Redaction: Sensitive information (e.g., passwords, credit card numbers) can be automatically redacted from session replays.

• Access Controls: Role-based access and audit logs ensure only authorized users can access sensitive data.

These standards make Quantum Metric a secure and compliant choice for enterprises operating in regulated industries.