General Agreement

Version: August 16th 2022

The team at ResultStory is passionate about providing you with a valuable service that helps you grow your business.

We appreciate your support and are invested in making sure you get a great outcome by working with us.

There are 2 key agreements with ResultStory:

1) Your Plan Agreement; outlines your plan, pricing and subscription term (this is the document you sign and use to setup your billing)

2) This General Agreement; outlines our systems, processes and how we work with our customers

Please be aware that we will make periodic changes to this General Agreement as we continue to develop our service.

We will always notify you via email when this happens.

If you are unhappy with any of the changes we make, please let us know within 2 weeks of being notified. If you contact us within this time-frame, we will either:

Agree to honor our previous terms for the remainder of the term outlined in your Plan Agreement.
Offer you a cancellation of your agreement with us - with no further fees due.

Please note that the above options are subject to your reaching out to us before the 2 week window comes to a close and may not be available thereafter.

Interviewing Your Customers To Capture Their Success Stories

We assume the customers we contact have already confirmed that they are happy to be interviewed for a video testimonial. If this is not the case, please be sure to notify us.

We aim to have free interview slots free for your customers to choose from within the next 2 weeks.

The maximum number of customers we can contact each month to schedule an interview is three times the number of credits your plan receives per month:

12 customers per month on Lite
24 customers per month on Amplify
36 customer per month on Scale
6 customers per month on Loyalty
As specified on your plan agreement on Bespoke plans

Using Your Credits

Each interview is automatically turned into a case study video along with an AI-generated SRT caption file for 1 credit. This must be done before the interview can be turned into any other assets.

Once you approve your case study video, you can maximize your customer success story by choosing from our range of assets.*

Each asset costs just 1 credit:

Social media clip set, including embedded premium captions - per size orientation
Turning your video into a written case study
Mashup video (see note below)
Alternate case study video edit versions
The raw video footage from the interview
Adding premium captions to any Case Study video or Mashup video (see note below)

*Note on Mashup videos: We can include up to 5 customers per mashup video for 1 credit. If you want to feature more customers in a mashup video, it's 5 customers per 1 credit. For example, a video with 15 customers would be 3 credits.

*Note on Captions: AI captions have a 95% accuracy, which means viewers will definitely be able to follow along but you should be aware there may be some mistakes. As an alternative, our premium captions are manually produced, for near-perfect accuracy.

Monthly Credit Spend Limit

To help us manage our production workload, to deliver your assets on-time at a high standard every time, each plan has a credit spend limit.

The maximum number of credits you can spend in a single month, is two times the number of credits your plan receives per month:

8 credits on Lite
16 credits on Amplify
24 customer on Scale
4 customers on Loyalty
As specified on your plan agreement on Bespoke plans

Unlimited Credit Rollup

As long as your plan is active, unused credits will rollup and be retained as a credit balance available to you.

If you cancel your plan, all unused credits will be lost. Please see section 'Work in Progress at Cancellation' for more details about this.

Turnaround Times

We aim to deliver all assets within 14 days from the order being placed/the asset going into production.

If you place a large order for the same asset type at the same time, our turnaround times may be slower.

We aim to offer you a quick and reliable service but our delivery times also rely on when your customers schedule their interviews, which can be unpredictable.

We suggest including some buffer time in your marketing plan as a contingency.

Unlimited Edit Requests

We aim to deliver amended versions of assets within 7 days of receiving your edit requests.

If you provide edit requests for a large number of assets at the same time, this turnaround time may be slower.

You have unlimited rounds of edit requests with every asset we deliver (and each round can include several individual edit requests).

However, you must let us know your edit request within 14 days of the delivery of each version of the asset.

Here is an example of how that could work in practice:

You get a video delivery - and request a round of edits within 14 days
We deliver the amended video within 7 days - you can request another round of edits within 14 days (and do the same for any subsequent versions of the video)

It is extremely helpful to try and provide all your edit requests in one go - avoiding extra rounds of edits means that you will get your final asset quicker.

If you want to submit a round of edit requests but 14 days have elapsed since delivery, you can open up another round of unlimited edit requests for 1 credit.

Adding Additional Interview Question Sets For Different Programs or Products

One question set is provided as standard within your plan without any credit deduction.

If you have different products or programs you may want more question sets:

To set up an additional question set, we charge your account balance 1 credit.
You can request new question sets at any time.
We can set up the question sets up to a maximum of 10 question sets within 1 plan.

Adding Extra Video Branding Templates

Brand style templates are the graphical standard elements we use for your videos. This includes the logo, fonts, colors, intro, outro and any other on-screen overlays used in your videos.

One brand style template for your videos is included as standard, without any credit deduction.

If your products or programs have different branding, we can add extra brand style templates to your plan:

To set up an additional brand style template, we charge your plan 1 credit.
Each plan can accommodate up to a maximum of 10 brand style templates.

Other Custom Requests

Our service works because it has defined processes.

So whilst we are open to considering custom requests, unfortunately we may not always be able to accept them.

Especially if they cause us to move away from our processes!

If you want to understand our rationale, the best way to explain our emphasis on process is by comparison.

Let's compare ResultStory to a traditional video agency. A traditional video agency would probably accommodate most custom requests. This is because (most likely) they do not have defined processes for each of their projects. Each of their projects is custom for this reason.

The downside of each project being custom is:

Slow turnarounds
More expensive pricing
Difficult to ensure high levels of consistency
Volume restrictions. Most video agencies can't produce more than 2 or 3 videos for you within an 8-week turnaround.
Lack of specialism. Most video agencies won't have a high degree of expertise in video testimonials and case studies as they may be generalist video makers.

These are the downsides we seek to avoid at ResultStory.

Ultimately sticking to our processes allows us to provide you with all the great advantages of our service.

Unfortunately, it does mean we sometimes have to turn down custom requests.

We hope you understand! Please reach out to our Account Success Manager who will be happy to discuss whether your custom request can be accommodated or if we have an alternative suggestion that will help you get the most out of your videos.

Plan Minimum Term

We do not offer early cancellations, pause periods, or add extra free months to plans.

With your plan, please understand that you are required to commit to the regular monthly payments for the minimum period specified.

Plan Agreement Auto-Renewal & Cancellation

Your Plan Agreement confirms your subscription term.

At the end of the subscription term, your Plan Agreement will auto-renew for a new subscription term, which will be for the same duration as your current Plan Agreement. This new subscription term represents a binding agreement.
If you want to amend or cancel your Plan Agreement before your auto-renewal, you need to let us know at least 21 days before your plan auto-renewal date.
On auto-renewal, we reserve the right to increase the Plan Agreement pricing up to the level of our current pricing at the time, applicable for the new Plan Agreement subscription term. In this scenario, we will ensure we notify you in advance.
On auto-renewal, any accrued credit balance will roll over to your new Plan Agreement.
If you cancel your Plan Agreement auto-renewal and hold accrued credits, these credits will be lost if they are not used before your Plan Agreement end date.

Work in Progress at Cancellation

On the cancellation date*, any credits/assets already in production will be completed. This applies even if the delivery is scheduled for after the cancellation date.

We cannot start to make any new assets after your plan has expired, so any accrued and unused credits will be lost when your plan expires.

We will also cancel any interviews due to take place after the cancellation date. Additionally, we will not reach out to any of your customers to schedule interviews if your plan is within 7 days of the cancellation date (as there is a strong possibility they will book interviews for after the cancellation date).

*The cancellation date is the date your plan finishes, after you have notified us that you do not wish to renew.

Questions?

If you have any questions about this General Agreement, our team would be happy to help. Please reach out to your primary point of contact at ResultStory.