Legal

MAU Addendum V1 

Archived

MAU Addendum to Terms of Service

1. MAU Program Participation

This MAU Program Addendum ("Addendum") supplements and forms part of the Terms of Service between Peaberry Software, Inc. d/b/a Customer.io ("Customer.io," "we," "us," or "our") and you, the customer ("Customer," "you," or "your"). By entering into the applicable Service Order, you acknowledge and agree that you are participating in Customer.io's confidential Monthly Active User pricing pilot program ("MAU Program"). You further agree to work in good faith with Customer.io to resolve any issues or discrepancies that may arise during the MAU Program, including but not limited to billing calculations, usage tracking, or technical implementation matters.

By participating in the MAU Program, you acknowledge that you have read, understood, and agree to be bound by this Addendum in addition to our Terms of Service. If there is any conflict between this Addendum and the Terms of Service, the terms of this Addendum shall prevail with respect to the MAU Program.

2. MAU Definition

For purposes of this Service Order, a Monthly Active User ("MAU") is defined as someone who:

  1. Has a unique Customer.io ID, and
  2. Has performed a page or screen event within Customer’s billing cycle, and/or
  3. Generated at least one event that represents user activity, like device changes, identification, or a custom event (”Events”) automatically tracked via Customer.io mobile or web software development kit (SDK) within Customer’s billing cycle.
  4. The following do NOT count toward MAU:
  • System-generated attribute updates
  • Backend enrichment from third-party sources
  • Transactional records (purchases, shipments)
  • Administrative actions taken on behalf of users
  • Scheduled or automated processes

3. SDK Compliance and Pricing Accountability

You represent and warrant that it will use only Customer.io's mobile and/or web SDKs exclusively for the ingestion of all Events throughout the entire term of this Service Order to maintain MAU Program pricing eligibility.

Non-Compliance Consequences: If Customer.io receives or ingests any Events data through any method other than the required SDKs, Customer will automatically be removed from MAU Program pricing as of the date such non-SDK data is received or detected. Upon such occurrence, you will immediately revert to Customer.io's then-current applicable service pricing, which may be at a higher rate than the MAU pricing.

Reinstatement: At Customer.io's sole discretion, you may only return to MAU Program pricing after: (i) you have corrected the non-compliance issue to Customer.io's reasonable satisfaction, (ii) you demonstrate exclusive use of the required SDKs for a full billing cycle, and (iii) Customer.io has verified accurate MAU tracking capability.

The parties agree to work in good faith to resolve any SDK compliance issues; however, you bear sole responsibility for maintaining SDK compliance and any resulting pricing consequences due to non-compliance are your responsibility.

4. Billing and Overages

MAUs are calculated based on your billing cycle, not calendar months. All overages are calculated and billed monthly regardless of Customer's subscription payment term or billing frequency. Overage charges cannot be paid in advance or bundled with annual subscription payments and will be automatically charged to the payment card on Customer's account.

For more details regarding how MAU billing works please see the MAU Billing Documentation