These Terms of Service govern the use of Meridian Intelligence products, reports, analytics, demand response grading systems, and related operational intelligence services. By accessing or using Meridian services, you agree to be bound by these Terms of Service. If you do not agree to these terms, you should not access or use Meridian services.

Agreement to Terms

These Terms of Service constitute a legally binding agreement between Meridian Intelligence and any individual or business accessing or using Meridian services. By accessing Meridian reports, analytics, operational intelligence tools, or entering into a Meridian service agreement, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. These terms are also outlined within each Meridian client service agreement. Upon execution of a Meridian service contract, the business receiving Meridian services agrees to the terms contained in this document.

Description of Meridian Services

Meridian Intelligence provides demand response measurement, operational visibility reporting, and performance grading tools designed to help businesses understand how inbound customer demand is handled within their organization. Meridian measures factors such as missed calls, response behavior, callback performance, and operational demand handling patterns. Meridian does not operate call centers, manage customer communications, schedule appointments, dispatch technicians, or control any operational aspects of a client’s business.

Use of Meridian Services

Users agree to use Meridian services only for lawful business purposes and in a manner that does not misuse, disrupt, or attempt to interfere with Meridian systems, reporting infrastructure, or operational intelligence tools. Clients may access Meridian reports and insights for internal business use only.

Account and Access

Access to Meridian services may require authorized access granted by Meridian. Clients are responsible for maintaining the confidentiality of their access credentials and for all activity that occurs under their account.

Meridian reserves the right to suspend or restrict access if misuse of the platform or violation of these Terms is suspected.

Meridian Call Tracking and Forwarding Consent

In order to measure demand response behavior and provide operational intelligence reporting, Meridian assigns a Meridian tracking number that is connected to the client’s existing business phone number. This number operates through a call forwarding configuration between the Meridian tracking number and the client’s existing phone provider. Calls made to the Meridian number are forwarded to the business’s existing phone system, allowing Meridian to track inbound call activity and response behavior. By agreeing to use Meridian services, the client acknowledges and consents to the use of this call tracking and forwarding configuration as part of the

Meridian operational intelligence system.

The client understands that this call routing structure is necessary for Meridian to measure missed calls, callback performance, and operational demand response metrics. Meridian will not activate or continue providing services for businesses that do not provide consent for this tracking and forwarding configuration. Clients are responsible for ensuring their internal phone provider allows this call forwarding structure to function properly. Meridian does not access or control the internal systems of the client’s phone provider and is not responsible for service disruptions caused by third-party telecommunications providers.

Service Structure and Initial Commitment

Meridian services are structured as a subscription-based operational intelligence platform designed to measure and analyze demand response behavior. When first beginning Meridian services, clients agree to an initial four (4) month commitment period. This structure exists to allow sufficient time for Meridian systems to gather operational call data, measure response behavior, and generate meaningful performance insights and grading results. The first month of service includes onboarding configuration, reporting setup, and operational calibration of the Meridian system. The following three months allow Meridian to gather performance data and provide meaningful demand response visibility. Following the completion of the initial four (4) month commitment period, Meridian services automatically renew in three (3) month periods unless cancelled according to the cancellation guidelines outlined below.

Cancellation and Renewal Policy

Meridian services operate on a subscription basis and automatically renew at the end of each active service term unless cancellation is requested according to the policy outlined below. Clients who wish to cancel their Meridian service must submit a written cancellation request at least fourteen (14) days prior to the upcoming renewal date. Cancellation requests submitted within twenty-four (24) hours of the renewal date may not be processed before the renewal occurs, as the Meridian billing system begins automated payment processing during this period prior to renewal.

Cancellation Settlement

If a service term renews and the client submits a cancellation request after the renewal has already been processed, including situations where the client failed to cancel prior to the renewal date, the renewal payment does not count toward the cancellation settlement required to close the account. The renewal payment covers the first month of the newly renewed service term and is non-refundable and non-negotiable. If the client chooses to terminate the renewed term early, the client must pay a cancellation settlement equal to fifty percent (50%) of the remaining value of the current service term. The cancellation settlement is calculated based only on the remaining months after the first renewed month that has already been processed.

Example

If a Meridian service renews for a three (3) month term and the business is subscribed to a Meridian plan, the renewal payment covers the first month of the new three-month service period. If the business chooses to cancel immediately after renewal, two (2) months remain in the current service term. To close the account early, the business must pay a cancellation settlement equal to fifty percent (50%) of the remaining two months. This settlement would equal one (1) additional month of the selected Meridian plan.

Early Termination Prior to Month Three

Termination of Meridian services and account closure policies are governed by the terms outlined in this section.

If a business has already paid for two (2) months within the current service term and wishes to terminate the agreement before the third month begins, the business must provide written cancellation notice more than twenty-four (24) hours prior to the processing of the third month due to Meridian’s automated billing processing procedures. If the business chooses to terminate the agreement before the third month begins, the business will be responsible for paying fifty percent (50%) of the remaining third month as an early termination settlement. Written confirmation of cancellation must be submitted and acknowledged by Meridian in order for the account closure to be processed.

Cancellation Requests

All cancellation requests must be submitted in writing to:

[email protected]

Cancellation requests are not considered valid until written confirmation is received by Meridian.

Failure to Pay Outstanding Balances. Failure to pay any required cancellation settlement, early termination fee, or outstanding balance owed to Meridian may result in the account being referred to a third-party collections agency. Once an account has been referred for collections, the recovery process will be handled by professionals in that field and may include additional collection procedures permitted by applicable law.

Demand Response Grading and Benchmark Rights

Meridian Intelligence maintains the right to calculate, analyze, and publish demand response grading results generated by the Meridian operational intelligence platform. Meridian grading represents a measurement of demand response behavior based on available operational data, call activity, and response performance. Meridian reserves the right to display demand response grading results and operational performance insights as part of industry benchmarking, market analysis, and comparative reporting among businesses using Meridian

Intelligence services

Such benchmarking may include comparisons between participating businesses using Meridian systems.

Meridian may use aggregated or comparative performance information as part of market analysis, industry reporting, and operational intelligence publications. By entering into a Meridian service agreement and using Meridian services, the participating business acknowledges and agrees to these benchmarking and reporting rights.

Intellectual Property

All Meridian reports, analytics frameworks, grading systems, operational intelligence methodologies, branding, software logic, and measurement systems are the intellectual property of Meridian Intelligence. Clients are granted limited access to Meridian reports and operational insights for internal business use only and may not reproduce, distribute, license, or resell Meridian systems without written permission.

Service Availability

Meridian strives to maintain reliable service availability. However, Meridian does not guarantee uninterrupted access to services and may perform maintenance, updates, or infrastructure improvements as necessary.

Limitation of Liability

To the maximum extent permitted by applicable law, Meridian Intelligence shall not be liable for any direct, indirect, incidental, consequential, or special damages arising from the use of Meridian services, reports, analytics, grading results, or operational insights. This includes but is not limited to perceived lost revenue, missed opportunities, operational decisions, or business outcomes.

Changes to Terms

Meridian Intelligence reserves the right to update or modify these Terms of Service at any time. Updated terms will be posted on this page and continued use of Meridian services constitutes acceptance of the updated terms.

Contact Information

For questions regarding these Terms of Service or to submit cancellation requests, please contact:

[email protected]

Meridian Intelligence

www.meridianera.com