Question 1

What does Enterprise cost?

Accepted Answer

Pricing starts at $599/month on an annual contract and scales with volume, integrations, and seat count. Tell us about your use case in the form and we'll send a quote within one business day.

Question 2

Can we pay by ACH, wire transfer, or invoice instead of credit card?

Accepted Answer

Yes, for annual Enterprise plans. We support payment by bank wire, ACH, or invoice on Net 30 terms. The invoice can be addressed to your billing entity of choice and sent to a dedicated AP contact, not just the account owner. Credit card is also supported for annual and is required for monthly billing.

Question 3

Do you provide a standard Data Processing Agreement (DPA), and can we negotiate the terms?

Accepted Answer

Yes. We have a standard DPA covering GDPR (and equivalent frameworks) that we can send before contract signing. Send your redlines with the security review and we'll work through them together.

Question 4

Where is data hosted? Can we choose region?

Accepted Answer

Enterprise customers can choose hosting region: EU (Germany), US, or AU (Australia). EU is the default and we treat it as the standard for both EU and UK customers under one privacy framework. Region selection is locked in at contract signing. If your compliance program requires a specific jurisdiction, raise it during discovery. Region-specific hosting is one of the reasons the Enterprise tier exists.

Question 5

Does Retently support SSO (SAML 2.0)?

Accepted Answer

Yes. SSO is included with the Enterprise plan via SAML 2.0 (SP-initiated) and works with any SAML 2.0-compliant identity provider. Configuration is per-account: your admin provides the IdP's SSO URL, issuer, and X.509 certificate from your IdP's metadata. Once SSO is enabled, password and Google OAuth logins are turned off for that account.

Question 6

What security documentation can you share for our vendor review?

Accepted Answer

We share an independent penetration test report under NDA, complete vendor security questionnaires (including AI-specific questionnaires), and provide our DPA, Privacy Policy, and security overview during evaluation. Our CIO handles the response chain directly. Send your security questionnaire with the contact form and we'll turn it around as part of the discovery process.

Question 7

We're migrating from Delighted (or another tool). Can you import our historical data?

Accepted Answer

Yes. We've migrated customers off Delighted and other CX tools. Historical NPS and CSAT responses can be imported at setup so your trend data stays continuous on the day you cut over. For Delighted customers in particular, given the June 2026 shutdown, we'll run the import and onboarding for you so the cutover is clean.

Question 8

Can we sign a custom MSA, and what does your standard contract include?

Accepted Answer

Yes. Enterprise customers can sign our standard Enterprise Subscription Agreement or send us your own paper to redline. Signatory chains with separate legal and finance signoff are normal. We'll work with your purchase agreement and AP process.

Question 9

Can specific product or feature commitments be written into our contract?

Accepted Answer

Yes. Custom development (integration work, named API endpoints, UX customizations) is scoped and priced on a per-hour basis and listed as an exhibit to your Enterprise Subscription Agreement with delivery dates and acceptance criteria. Bring the requirement to discovery and we'll scope it together.

Question 10

We have multiple brands or business units under one parent company. Can they share a single Enterprise account?

Accepted Answer

Yes. Multiple brands or business units can run separate survey campaigns inside a single Enterprise account, each with its own template, audience, schedule, and notifications. This is typically cleaner than running parallel contracts. For multi-BU structures, raise it during discovery and we'll scope the seats and survey volume accordingly.

Question 11

What does Enterprise onboarding look like? Named CSM, setup calls, timeline?

Accepted Answer

Every Enterprise account gets a named CSM. Most onboardings wrap in two 30-minute calls: a kickoff and a walkthrough. Your CSM stays with you after go-live for ongoing questions and check-ins.

Enterprise plan

What's included

Integrations & API

Security & access

Service

Brand & data

Security & compliance

How rollout works

Discovery

Proposal

Onboarding

Ongoing CSM

Enterprise FAQ

Talk to sales