At WiseTech Global (including e2open), we believe great supply-chain and logistics software should be straightforward to buy, reliable to use, and built to scale. Our contracting approach flows directly from this belief.
Our vision is to operate as a unified ecosystem connecting logistics service providers, shippers, and buyers across the globe. Standardization lets every participant work with confidence and clarity about what they are committing to.
Why We Contract This Way
Some software companies spend significant resources on contracting and negotiation. Dedicated teams manage custom agreements, individual exceptions, ongoing re-negotiations and subsequent renewals. The reality is that all this effort, while it can feel important, ultimately takes investment away from what matters most: building better products.
We made a different choice. We standardize by default and invest our resources in our products, not in contracting administration.
This approach benefits everyone:
Standard terms are the foundation. We apply the same principles, protections and commercial terms across our customer base. This consistency is how we keep our operations lean and our pricing competitive.
Terms designed for our business. We sell under our contract documents and not using customer paper because our documents reflect how our business operates and enable us to deliver consistent standards and compliance across topics like information security, data privacy and global trade laws.
Get started faster. Our default path is streamlined. When we identify new customer needs, we adjust thoughtfully by updating our global terms rather than defaulting to individual negotiations. Our approach means you can get started faster than the typical enterprise software contracting cycle.
No papering renewals. When an agreed period of contracting is over the contract rolls forward without needing a re-negotiation. You are never out of contract and always have the freedom to leave through termination for convenience rights if you wish to.
Future pricing certainty. If, as you approach the end of an agreed period of contracting, you decide you wish to secure pricing certainty for an additional period, then we welcome having this discussion.
Our contracting principles
Our approach is built on seven foundational principles that guide every customer agreement:
Easy to do business with. We want to remove friction from the buying process. Our terms are written in plain language. Our process is straightforward. We respect that your time is valuable, and we value efficiency in how we work together.
Reasonable and commercial. We understand you need commercial terms that work for your business. Our terms reflect real-world business needs, not legal extremes. They are reasonable and reflect normal commercial practice across the software industry.
Win-win. Long-term partnerships work when both sides benefit. We price our services fairly, and we deliver the value those prices reflect. This isn't a zero-sum negotiation. We succeed when you succeed.
Transparent. No surprises. Our contracting framework, our pricing principles, our support commitments and our data-protection standards are all published and applied consistently. What you see is what you get.
Fair. Same rules for everyone. We don't apply different rules to different customers. Because we maintain standard, always up-to-date terms, you get the same protections, the same service levels and the same commercial terms (adjusted for your specific usage and jurisdiction and contract structure).
Long-term partnership orientation. We're not trying to lock you in with onerous terms. Outside of any agreed fixed term, you have an ongoing right to terminate for convenience. This simplifies the buying process and reduces your risk. For example, you don’t need to spend time negotiating elaborate breach and cure provisions on topics like service failures. If you’re not happy with the service for any reason, you can leave without giving a reason. We want you to stay because the product delivers ongoing value. We think in decades, not quarters.
Building trust between businesses. Real partnerships are built on trust, not obligation. This guides how we handle everything from data protection to service delivery to how we handle disputes. It's the foundation of everything we do.
How this works in practice
What stays consistent
Because we have a consistent underlying framework, several things are true for every customer:
Pricing approach. We aim to price fairly and consistently, use standard price lists where appropriate and give reasonable notice of increases.
Always up-to-date terms. Our products are being continuously developed and we operate in an environment of constant change. Changing customer expectations, regulatory requirements and the information security environment mean that we need to be able to respond quickly. This can mean updates to our contract terms. Our contracts include the right for us to change our terms by notice to you. When we change our standard terms we change them for everyone. This gives comfort that our changes will be commercially reasonable. You will always have the right to leave the contract if you don’t agree with the change.
Supporting your procurement due diligence. We will support your due diligence and vendor onboarding process through providing our published information security and governance policies. Our Service Level Guidance and Data Processing Addendum work the same way: we put our commitments in the open rather than negotiating them one customer at a time. We think this helps our customers better manage risk than standard customer templates that don’t reflect how our service and business operates.
Support and service levels. All customers receive the same service-level commitments, delivered through our global support team. These are published in our Service Level Guidance.
Data use and AI. For most applications, AI-development has become a must-have to deliver a leading product. Our terms give us clear and transparent rights over application data that we use to improve our services and deliver cutting-edge functionality but with key safeguards on what customer data cannot be used, limited purpose and anonymization.
Data protection. All customer data is protected under our Data Processing Addendum, which reflects current data-protection regulation, industry security standards, and transparent sub-processor practices and helps ensure we can provide you with globally compliant data processing wherever you operate.
What’s flexible
Standardization is our baseline, but we're reasonable about considering specific circumstances:
Historical terms and continuity. If you're an existing customer renewing with us, we'll review your current contract and consider carrying forward terms that reflect your established operating relationship. We don't automatically discard every existing term just because we're updating the broader framework. Your history with us matters.
Specific circumstances. We have supplemental terms to cover specific needs for local law and industry requirements. For example, for EU-based customers, banking customers or customers in health care. Let us know if you have specific compliance needs and we can provide appropriate terms to help you stay compliant, wherever your business operates.
Commercial terms. Your Order Form reflects your specific pricing based on products subscribed, usage patterns, commitment level, and contract term. Payment terms, billing frequency, and term length are all structured to your business needs (within our standard commercial ranges). For established customers with a track record of on-time payments, we may preserve existing payment terms where appropriate.
Our Commitments and Boundaries
We believe in being clear about what we commit to and why:
Limitation of liability. We aim to allocate risk fairly and consistently: mutual exclusion of indirect and consequential losses, and an aggregate cap of the previous 12 months of fees paid (with limited carveouts). This approach is what lets us offer sustainable pricing across our customer base.
Intellectual property protection. We provide an IP infringement indemnity, covering claims that use of our software infringes third-party patents, copyrights, or trademarks.
Warranties. We warrant that our software will perform materially in accordance with our documentation.
Getting Started
When you're ready to work with us, here's what to expect:
We will discuss your business needs.
We'll share a clear overview of the products you're subscribing to and the commercial structure.
We'll send you confirmation of which terms will apply to your service.
If you have questions about commercial terms or service details, we'll work through those with you.
We'll provide a straightforward path to signature, with clear timelines and no surprises.
We welcome questions throughout this process. Our goal is for you to feel confident that you understand exactly what you're committing to and what value you're getting in return.
Questions?
If you'd like to discuss our contracting approach in more detail or have specific questions about how it works for your situation, please reach out to our Sales or Account Management team. We're happy to walk through how this works for you.
This document describes the contracting approach for e2open products. Across WiseTech Global, including both e2open and CargoWise, we are unified around the same core principles: fair and transparent terms, straightforward purchasing processes, partnership orientation, and continuous product investment. Our contracting structures reflect different maturity points and customer bases, but they share a common commitment to removing friction, aligning incentives, and investing in products rather than contracting administration. As our products evolve and integrate more closely as a unified platform, we expect our commercial models to converge around these principles, while respecting the current commitments we have made to our customers