At Mapistry, our goal is to maximize the value our customers get from our software. We strive to ensure clarity around what’s included in your software license and how additional services are handled.
As a Software as a Service (SaaS) business, we charge customers a software subscription fee, as a recurring annual or multi-year license fee. For professional services, we charge customers as a one-time fee. We make money and measure our business value on the software subscription revenue. This is unlike a consulting firm, which bases their business on driving high profit margins from one-time professional services' fees. For Mapistry, our professional services are used to ensure a customer gets value out of our software in their first year and renews for many years to come, creating larger lifetime value for both Mapistry and our customers.
Below is an overview of how we categorize and approach professional services.
1. Setup & Training (Onboarding)
As part of our commitment to a strong start, onboarding services, such as creating inspection forms, configuring data logs, calculations, and analytics dashboards, and training of admins and plant personnel, are typically included in the initial agreement. This onboarding work, led by the Customer Success and Solutions Engineering team, ensures your team is equipped to succeed.
Fees: One-time
2. Edits & Customizations (Post Launch)
Post-launch adjustments, like custom edits to forms or updates to dashboards, are usually covered under a "Post-Launch Services Agreement." Occasionally, at your Customer Success Manager (CSM) and Mapistry management’s discretion, these services are waived to ensure you are maximizing the use of the software.
Fees: One-time
3. Reconfigurations in New Versions (Post Launch)
Sometimes, Mapistry launches completely new versions of a part of the software platform. In 2023, we launched our Environmental Data Platform (EDP), which replaced our older “Logs 1.0” for numerical data management and calculations. In 2024, we launched new analytics tools which replaced older embedded dashboards. In both of these situations, we re-configured customers’ existing setups in the new versions free of charge.
Fees: Waived
4. Customer Council / Beta Users
Engaging with our Customer Council, such as the Analytics Creator Council, is an integral part of the Mapistry software license. These initiatives, led by the Product and Solution Engineering teams, allow customers to gain more value from the platform while shaping future product enhancements. If invited to participate, there are no fees associated with participation.
Fees: None, by invite only
5. Customer Success Meetings
Check-ins, whether routine or ad-hoc, led by your CSM, are designed to maximize adoption and ensure you're fully leveraging Mapistry’s features. Often times members of our Customer Success, Solutions Engineering and Leadership teams will visit sites to learn more about field, such as operation, maintenance, and production, use in addition to environmental team use. This ensures we are building a software product for not only the folks in the office, but also the folks in the field. These meetings are included in the cost of your software license.
Fees: None, included in the software subscription
6. Support
Ongoing support, including answering questions, troubleshooting, and resolving bugs, is part of our commitment to your success. Access our team anytime via help@mapistry.com—this is also included in your software license.
Fees: None, included in the software subscription
By clearly defining these categories and our approach, we aim to foster transparency and ensure you get the most value out of your partnership with Mapistry.
