CONTRACT CENTER
For our customers
Pendo Legal has a maniacal focus on our customers. Get informed about our contractual terms. Review our resources to understand the services available to you and what's expected from both parties.
Purchasing Pendo begins with an order form. An order form lays out the specific products and services you'll be purchasing and the pricing for it. It also incorporates the Platform Terms of Service that governs your use of Pendo services.
These are your general terms and conditions that apply to any software or services you purchase from Pendo.
Legal FAQ’s
Get the answers to some of the most commonly asked questions about Pendo’s legal policies and agreements.
Pendo is a software experience management (SXM) platform built to elevate the world’s experience with software.
The Pendo SXM platform helps product teams and application owners improve users’ experience with their software (whether those users are customers or their fellow employees) with a premier digital adoption solution.
Pendo exists to make digital experiences better, no matter what you make or sell to customers and no matter what tools you use for your employees. Learn more here.
We first start with your Order Form which is governed by our Platform Terms of Service (the core terms and conditions). The Data Processing Addendum, Security Exhibit, and Acceptable Use Policy referenced above also make up the core components of your Agreement.
Pendo pricing combines two things: the number of Monthly Active Users (MAUs) you track and the functionality you choose as part of your plan. As you add more MAUs, your overall price increases, but the cost per MAU goes down.
This model makes it simple to start small and expand as your needs grow. You only pay for the scale and functionality that create value for your business, and you can add more at any time. Our focus is helping you grow adoption and realize greater value from Pendo, so our priorities remain directly tied to the outcomes that matter most to you. Learn more here.
We apply GDPR principles across our global customer base. As your data processor, we rely on you to:
Check out our DPA FAQ to learn more!
Pendo uses Customer Data only to:
We may use data in aggregated and anonymized form to improve the platform — never in a way that identifies you, your Users, or your End Users.
Check out our DPA FAQ to learn more!
Pendo services are hosted and stored in a secure, multi-tenant environment on Google’s Cloud Platform (“GCP”).
Available data center locations:
Check out our DPA FAQ to learn more!
IP Infringement: We will defend and indemnify you if a third party claims that the Services infringe that party's intellectual rights.
This means:
If there's an IP infringement issue, we will try to:
Because you control what data is collected from users of your applications and what information is shared with us, you are in the best position to ensure that this data is collected and provided in compliance with applicable privacy and data protection laws.
We do not have a direct relationship with your end users and cannot independently verify that the necessary notices, consents, or other legal requirements have been satisfied before their information is shared with us. For that reason, the agreement includes an indemnification commitment. This simply confirms that you have the right to provide the data to us and that it has been collected and shared lawfully.
This approach fairly allocates responsibility to the party best positioned to manage it, and helps protect both of our organizations from risk if data is shared without proper authorization.
Yes, we do. Learn more about our standard and premium support levels here.
Pendo’s Services are governed by our Platform Terms of Service. We use our own Terms because they are specifically designed for our unique SaaS platform. This helps:
Customer templates are generally significantly longer than ours and are not tailored to our platform, which delays contracting because of substantial edits and internal escalations. This adds significant time, complexity, and cost to the negotiation for us both.
Pendo is a software experience management (SXM) platform built to elevate the world’s experience with software.
The Pendo SXM platform helps product teams and application owners improve users’ experience with their software (whether those users are customers or their fellow employees) with a premier digital adoption solution.
Pendo exists to make digital experiences better, no matter what you make or sell to customers and no matter what tools you use for your employees. Learn more here.
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