12 questions vendors hope you won't ask.
A single vendor case study in this category recently contained four different numbers describing one result — and none of them was defined the same way. This guide gives you the questions that make definitions unavoidable.
Four short chapters, three questions each, one scorecard. Written for Head of Support and Chief of Support — the people who will actually run the vendor on Monday.
How the vendor defines "resolved", what the human baseline was, and how they'd prove any of it on your own traffic before you sign.
What their pricing model does when volume shifts, what the true cost per conversation looks like, and the point where their model stops paying back.
Where player PII actually lives, how the audit trail is stored, and how the system behaves under a UKGC / MGA / SE / NL review.
Who owns escalation rules, how tuning happens when the vendor's model drifts, and what leaves with you if the contract ends.
Print, take to a call, tick as you go. All twelve questions on one side, space for the vendor's answer, three colour-coded outcomes.
The guide is written to work against us too. If we can't answer these twelve questions, you shouldn't buy from us either.
30 minutes. We take the same twelve questions and answer them against your specific stack, jurisdictions and support numbers.
Or write: hello@arctura.eu