to help you out, we took a close look at the salesforce master subscription agreement and found seven spots in a standard salesforce contract that could land you in hot water. several complaints filed with the better business bureau mention abrupt terminations that became effective in a matter of days, but perhaps most notable is this user’s story: this user had been attempting to communicate and negotiate with salesforce employees for months, only to have their concerns shuffled from one department to the next without meaningful, sustained communication from a knowledgeable representative. “now, i’m leading a smaller company, and though we aspire to be a very large company someday, i can’t spend the amount of money that salesforce requires. salesforce sells you on the glitz and glamour of these huge fortune 500 companies that are using their software. the customer is then left paying for something that they can’t use, as in the case of this complaint filer: “try calling salesforce if you want to end up with a hole in your head,” says scm consultants president steve meitzen, a current nutshell customer who used salesforce at two previous companies.
salesforce has all the advertising and the pretty cartoons, but if you’re not extensively familiar with how they do things, you’ll run into some real difficulties.” if salesforce is the software your team needs to perform at their best, then there are a few steps you can take to protect yourself: alternatively, you could consider a crm that doesn’t lock you into a contract you can’t get out of, and gives businesses of all sizes personal support and attention. i said, “while technically, yes, that is a payment plan, but i assumed you understood that the request was to break this up across several months. after 20 or so seconds our salesforce account manager stepped in and mentioned a couple programs they’re introducing for new customers to make payments easier during the covid crisis. they had all the features we need, in one way or another, they were honest about what their product did and didn’t do, and they had a team that was eager to help us import our data and work out the process workflows. it wasn’t due to the new crm, we just had a lot of people willing to jump in, but our intake team handled it with the *brand new* crm system they had just started using.
that’s because if you don’t read a salesforce contract well, you will inevitably miss a lot of details in the fine print that you wouldn’t expect to be in there. oh, and did i mention they locked the company into a 5 year deal, all under the guise of “the best pricing.” they have refused to reduce our number of seats; they have refused to work with us, deferring payments for a few months; they have refused to do anything to adjust the contract in the least. in fact, they would rather put us out of business and collect $0, than to adjust the contract and allow us to continue to be a paying customer.
hope this helps other small businesses in their decision on a crm.” moreover, the whole arrangement with locking in a minimum contract is quite one-sided, because if, alternatively, things change for the better and you need more than you’ve contracted, salesforce will automatically make you commit to more. just run away as fast as you can before you get sucked into a contract and a system you don’t want or need.” and if salesforce doesn’t reply to your request for cancellation, you will probably keep paying in the meantime with the added chance that you might not see most of that money back (complaint in april 2019 with the better business bureau): “i requested that our account be canceled and billing ceased in july of 2018, yet desk.com (salesforce.com) continued to bill us monthly for $150.00 each month. this is no 2019 approach or anything you would expect from a customer facing company.” in short: when looking to cancel your salesforce subscription, put reminders in place, start contacting them way ahead of time, and be prepared for an uphill battle. if you have any more questions, hit me up in the comments or send a message to the team on the chat that you can find on our homepage.
section 5.1 of the salesforce master subscription agreement, titled “fees”, states: “customer will pay all fees specified in order forms. except as otherwise here’s what salesforce’s master subscription agreement (june 2020 version) stipulates: msa 5.1: “fees. customer will pay all fees specified in order forms. in this episode, media, tech, and entertainment lawyer, salesforce acceptable use policy, salesforce nda, salesforce professional services agreement, salesforce dpa faq, salesforce contract object, salesforce msa archive, salesforce order form, salesforce support sla, salesforce legal, salesforce sla response time.
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