Terms of Service

1. These terms, and who they apply to

These terms cover your use of Sounding, a nightly feed that reads sales-call transcripts from your meeting platform and writes the next step, its date, any competitor named and decision-maker presence into your open Salesforce opportunities, for a flat monthly fee. They are a contract between Sounding Labs, Inc., of 50 Milk Street, 16th Floor, Boston, MA 02109, United States (“Sounding”, “we”) and the company that signs up (“Customer”, “you”).

The service is for businesses only, not consumers. By signing up you confirm that you are acting for your business and that you have the authority to commit your company.

The person who accepts these terms accepts them for the company, not for themselves. If you don’t have that authority, please don’t go ahead.

If documents disagree. This order applies: (1) a signed order form or agreement between us, (2) the data processing agreement, (3) these terms, (4) our Privacy Policy, (5) anything else on our website.

2. What the service is

Sounding is a data feed. Once your meeting platform administrator grants read access to meeting transcripts and your Salesforce administrator installs the package, the service runs once a night. It reads the transcripts of connected reps' calls that had at least one outside participant, matches each call to an open opportunity, and writes the next step to the standard Next Step field and the next-step date, competitor named and decision-maker presence to three custom fields, each backed by a Call Evidence record holding the sentence it came from. A value read below the confidence threshold is not written; it is held for the opportunity owner to accept, correct or reject. Every night's run is logged.

3. What the service is not

These limits are deliberate, and they are part of what you are buying. They are not defects.

Not a notetaker. The service takes no notes, writes no summaries, sends no recap and offers no transcript search, analytics or recording. It relies on transcripts your meeting platform already produced and does not join, record or transcribe any call.

Not a connector for any CRM but Salesforce. Fields are written only to a Salesforce organization. The service does not write to HubSpot or any other CRM, to Slack or to a spreadsheet.

Not a forecast. The service reports what the last call said. It does not score deals, predict outcomes, set a forecast category or judge whether a next step is enough; your team decides what the fields mean for the forecast.

Not a fifth field. The four fields are the schema. The service does not answer custom questions about a call, such as budget, pain or timeline, and does not read calls held in languages other than English.

Not every call. Phone calls through a dialer, in-person meetings and meetings without a platform transcript produce nothing, and a call the rules cannot match to one opportunity writes nothing.

4. What you need to do, and why it matters

What you get from the service depends a lot on things only you control. Please read this section carefully, because sections 9 and 10 build on it.

Consent to record and transcribe. You are responsible for recording and transcribing your calls lawfully, including notice and consent where every party to a call must agree, and for the settings on your meeting platform that produce the transcripts we read.

Administrator grants. Your administrators grant, and can revoke, our access to your meeting platform and your Salesforce organization. You confirm they are authorized to grant it for every rep you connect.

The competitor list and contact roles. You maintain the competitor list and its aliases and the contact roles that count as deciding. The fields are only as current as those lists, and an opportunity with no deciding contact role reads Unknown.

Clearing held values. Held values wait for the opportunity owner. You decide who clears them and when; a held value nobody answers lapses when the next call on that opportunity is read.

Field history. Earlier values of a field survive a later write only in Salesforce field history. Your administrator switches history tracking on for the Next Step field and Sounding's three fields and keeps it on.

Checking before acting. A field written by the service is a reading of a call, not the call. Where a forecast, a commission or a commitment to a customer depends on it, a person at your company confirms it against the quoted sentence first.

5. Getting started, and what is free

Installing into a Salesforce sandbox is never billed. The first 30 days after your production organization connects are free, without a payment card, and include the 90-day backfill. At the end of the 30 days a payment method is asked for; if none is added, the nightly run stops, and the fields and Call Evidence records already written stay in your organization.

6. Fees

Price. $290 a month for each connected Salesforce organization, covering the calls of up to 100 connected reps. Each further block of up to 100 reps adds $290 a month. Prices are in US dollars and exclude sales tax.

What is not billed. The sandbox install, the 90-day backfill, re-reading calls after a change to the competitor list, held values, the run log and its CSV, and the number of calls, fields or reps inside a block. There is no per-seat charge and no setup fee.

Billing. Billed monthly in advance by card, or by invoice with 30-day terms for customers who prepay a year. Each invoice names the organization and the rep blocks it covers.

Price hold and cancelling. Organizations connected during early access keep $290 a month for 24 months from connection. You can cancel at any time from the account page; the run stops at the end of the paid month and no further month is billed.

7. Delivery, availability and support

The nightly run. The run starts at 1:00 Eastern and fields are written by 6:00 Eastern. A night that fails on our side is re-run the following night, and the run log shows which night it was.

The run log. Every run records the calls listed, discarded as internal, matched, unmatched, written and held, with a reason for every call that wrote nothing, and can be downloaded as CSV.

Package versions. The Salesforce package is versioned. A new version is offered to your administrator, can be installed into your sandbox first, and changes nothing in your organization until your administrator installs it.

Support. Support is by email, answered as soon as we can, without a committed response time.

Support. Support is by email at [email protected]. We aim to reply within one business day. That is a target, not a guarantee.

8. The fields, the evidence and the run log

Every write has its evidence. Each value written to an opportunity has a Call Evidence record naming the call, the quoted sentence, the speaker, the timestamp and the confidence. The service never edits or deletes a Call Evidence record after writing it.

A rep's edit after the call stands. A value a rep types after a call has ended is not written over by the service's reading of that call; the reading is held beside it instead. The next matched call rewrites the field as usual.

Export. Labeled pairs and the run log can be downloaded as CSV at any time, and for 30 days after an account is closed.

9. What we promise, and what we don’t

We promise to provide the service with reasonable skill and care, and that we have the right to provide it.

We do not promise that every call is read, matched or read correctly. The service writes a value only at or above its confidence threshold, holds the rest for a person, and writes nothing for a call it cannot match; a value written above the threshold can still be wrong, and the quoted sentence beside it exists so that a person can check.

Beyond that we give no other warranty. As far as the law allows, we exclude all implied warranties, including merchantability, fitness for a particular purpose and non-infringement.

10. Liability

10.1 Neither of us limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else the law says can’t be limited.

10.2 Losses neither of us covers. Neither of us is liable for lost profit, revenue, expected savings, business, goodwill or reputation, or for any indirect or consequential loss, however it arises.

10.3 Specific exclusions. We are not liable for a forecast, a commission, a territory or a commitment to a customer decided on a field the service wrote wrongly or did not write; for a call that was not recorded or transcribed, or was recorded without the consent the law required; for a next step agreed outside a call, such as by email; or for a field overwritten by the service's reading of a later call.

10.4 Cap. Our total liability under these terms in any 12-month period is limited to the fees you paid us in that period, or $500 if you paid none.

10.5 You accept that the limits in sections 9 and 10 are a fair way to share risk, given the price and your part under section 4, and that we could not offer the service at this price without them.

11. Confidentiality and data

Each of us keeps the other's confidential information confidential and uses it only to perform these terms. Your transcripts, Salesforce records, competitor list and labeled pairs are your confidential information. We use them only to provide the service to you, and we do not use them to train models shared with other customers unless your account owner has opted in as described in our Privacy Policy.

How we handle personal data is set out in our Privacy Policy and in the data processing agreement between us, which forms part of these terms. If the DPA and these terms disagree about personal data, the DPA wins.

12. Who owns what

You own your call transcripts, your Salesforce data, your competitor list and every field value and Call Evidence record the service writes into your organization. We own the service, the Salesforce package, the models and the schema of the four fields.

Labeled pairs created from your reps' answers and edits belong to your account and are never shared with another customer. Today they tune your competitor aliases and your thresholds. They train the models all customers use only if your account owner opts in; the opt-in is off by default, covers the span, the field name and the value and nothing else, and can be withdrawn for future training at any time.

You may not use our name or logo in public, and we may not use yours, without written permission first.

13. How long this lasts, and how it ends

13.1 The contract starts when you sign up and runs until one of us ends it.

13.2 You can end it. Cancel at any time. It takes effect at the end of the current billing month, unless section 6 sets a minimum term.

13.3 We can end it. We can end it with 30 days’ notice. We can end it immediately if you seriously break these terms and don’t fix it within 14 days of being told, if you become insolvent, or if your use exposes us to legal risk.

13.4 What happens then. We stop delivering and stop billing. You keep everything already delivered to you, and your right to use it continues. We delete or return our working copies as the DPA says. Sections 9, 10, 11 and 12 continue to apply.

14. Changes to these terms

We may update these terms. A change that matters takes effect 30 days after we email you about it. If you don’t accept it, you can end the contract before then. Using the service after that date means you accept the change.

15. Contact

Sounding Labs, Inc., 50 Milk Street, 16th Floor, Boston, MA 02109, United States
[email protected]

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