Terms and Conditions

What is Process Intelligence?

Eliminate inefficiencies

The only thing growing faster than enterprise transformation investments are the hidden inefficiencies inside your company, silently killing your performance and the planet. The Celonis Platform x-rays your processes, reveals the inefficiencies and unlocks your performance.

When Celonis released the 2021 State of Business Execution Benchmark Report, it validated the financial benefits of applying data and intelligence to business execution. The benchmark reported that data-driven execution can free up as much as $567 million in working capital and $105 million in cost savings for the average $5 billion dollar revenue company.

Process Intelligence

Celonis provides an out-of-the-box, SaaS-based offering called the Process Intelligence Graph that leverages process mining technology to visualize and analyze processes of your choosing. You decide which source systems to connect to the platform, where the event logs are analyzed. Your process is then visualized, and pre-built intelligent analyses help you drill down to the root causes of inefficiencies. By bringing together process analytics, AI and automation, we help companies achieve execution capacity breakthroughs.

Multi-tenancy

A one-to-many platform means the support terms, service levels, product metrics, features and functions apply equally to all our customers.

Professional Services

Celonis offers implementation and configuration services for the platform and charges on a time and materials basis only, meaning you only pay for the time that you use. Our Services are generally consultative in nature and therefore we do not create any customized software or develop any IP.

Subscription Bundle

Unlike legacy software where you pay a license fee and additional fees for upgrades, maintenance, and support, a Celonis subscription includes the software as well as support, updates, and upgrades throughout the subscription term. Like all subscription-based purchases, refunds, reduction of subscriptions, or cancellations are not possible during a committed term.

Why is it more efficient to use the Celonis MSA?

Our agreements are designed to reflect the software and services we provide to a global base of customers. Conversely, your procurement templates are likely intended for use in many different purchasing environments, and therefore have a number of provisions that are not applicable to our unique offering.

These might include:

• Acceptance testing
• Extensive warranties
• Source code escrow
• Licensing terms and restrictions
• Custom software development
• Delivery logistics
• Hardware or the physical installation of hardware, equipment, etc.
• Termination for convenience
• Change of control clauses
• IP ownership/work-for-hire clauses
• Disaster recovery and business continuity

Because we find these provisions are common in traditional procurement contracts, it is virtually certain we will have major changes to your agreement, requiring multiple layers of approvals (on both sides) and lengthy, repetitive drafting cycles (only to end up with a document that reflects the services we sell anyway). On the other hand, any changes to Celonis paper will be targeted to meet your individual business requirements (eg. regulatory, security or industry-specific prerequisites) while keeping the underlying business model intact. Using our templates, we average a nearly 300% reduction in time-to-contract.

What does Celonis do with our data?

Privacy by Design

Celonis is committed to creating customers for life. Earning the generational trust of the world’s data users requires a relentless focus on the customer experience, a fundamental component of which is protecting Your data. We strongly believe in the importance of handling personal data in a way that is both thoughtful and comprehensive and are fully committed to working with you to make sure security and privacy come first.

Security First

We do our part by building protections into every layer of the platform. Then, we give you unparalleled control with customizable security controls to meet your needs and standards. Explore the resources available in our Trust Center to learn how security and privacy is built into everything We do.

Data Access

Each customer is provisioned with their own environment and has complete administrative control. This means you control credentials as well as what data is uploaded. Celonis does not have any data that is not already in your source systems; however, you can still access and export your data at any time during your subscription term. Celonis provides anonymization tools as well as the ability to customize what your users can view. And because we analyze event logs and metadata, the Celonis platform does not require any sensitive personal data to operate at its full capacity.

Why can’t Celonis agree to our security and privacy documents?

Our security controls and privacy standards are drafted and implemented by design to best protect our platform and your data. We leverage industry best practices as outlined in our Information Security Annex to allow you to stay focused on your business while we protect your information.

As an off-the-shelf SaaS solution, we provide the same security service to all our customers and it is not possible to tailor specific features or include additional requirements in our software for a particular customer. As such, we cannot contractually commit to an individual customer’s security and privacy requirements, as those may not be consistent with our documented, tested and audited operational procedures. We are committed to full transparency regarding our security and privacy standards and you can view Our current list of certifications and compliance status at Celonis Trust Center.

Is Support provided as part of our Subscription?

Yes! Every cloud subscription includes support and maintenance as outlined in the Support Services Description. Our Celonis Community and Support Center are also available throughout your digital transformation journey.

Is there any acceptance period?

Acceptance testing is not applicable for Celonis products. We provide packaged, tested, out-of-the-box solutions and provide our customers the opportunity to evaluate our solutions during a trial period, if requested. We additionally provide a warranty in our standard language (section 10 of the MSA) that protects you in the event that the software does not function as described in the documentation, but the concept of a post-purchase acceptance period is not relevant for our services.

What are Celonis’ values?

Our culture and values reflect what’s most important to us as a company and guide our determination to Do The Right Thing every day. It’s the Celonis Way, and our Core Values help us get there:

Live for Customer Value

The Best Team Wins

We Own It

Earth is Our Future

FISA: Focus, Invent, Simplify, Act

See our Ethics and Compliance page to learn more about our commitment to integrity, to find our Code of Conduct and Ethics, or to report an issue to our Ethics Helpline.

Does Celonis have audit rights?

Technical features in our product(s) meter your consumption to ensure that the limitations agreed in your order are reflective of your actual business needs.

We may also periodically ask you to provide records and other information related to your use of our services to validate that your contractual entitlements are sufficient and to reconcile any overuse. Any information we collect as part of a records request will be used solely for the purpose of assessing compliance with the terms of the agreement.

How can we cancel our subscription?

You can purchase single-year or multi-year subscriptions; your decision is our commitment. Once you purchase a subscription, it is non-cancelable and non-refundable. This is because as soon as you make a purchase, we allocate all the necessary infrastructure, hosting, engineering, value and operational resources required to support your instance of the Celonis platform throughout the subscription term. We invest in these resources upfront in reliance on your commitment to the full subscription term and find that customers who commit to a full year of using the Celonis platform are more successful at implementing meaningful organizational change and – as a result – at unlocking more capacity in their business. If you purchase a multi-year subscription, you will also benefit from predictable, favorable pricing.

You can opt out of any subscription auto-renewal by providing us notice at least thirty (30) days’ prior to the end of your subscription.

Of course, you may always terminate your subscription for our material, uncured breach or for legal cause. However, like all subscription-based software providers, we cannot allow termination for convenience.

What happens when our subscription expires?

At the end of your subscription term, you will no longer be able to access the Celonis platform. However, any files and/or images you exported, printed, downloaded and/or extracted from the Celonis platform during the subscription period are yours to keep.
Your data is always available for export or download during the subscription and will be removed from our systems within 30 days of the term expiration unless we have a separate arrangement with you. Bear in mind that we never have any data that is not also in your source system; the Celonis platform creates a digital twin and is not extracting data from your source. Celonis is not a data storage product and we rely on our customers to put in place adequate data hygiene and backup procedures taking into consideration the sensitivity of the information uploaded to the Celonis platform.

How do I integrate with your e-signature process?

Working with the Celonis e-signature process