Medallia licensing is the set of commercial and contractual terms under which Medallia, Inc. sells software for measuring and acting on customer and employee experience. The portfolio spans the Medallia Experience Cloud platform, real-time personalization in Medallia Experience Orchestration (MXO), contact centre products such as Mindful callback, Agent Connect and speech analytics, digital behaviour products, survey research in Agile Research, and the Concierge messaging service.[13] Medallia does not publish a price list. What it does publish is a pricing philosophy, a Master Subscription Agreement, one product-specific set of terms, and a large body of product documentation that, read carefully, reveals how each product line is measured.
For a software asset manager the useful starting point is that there is no single Medallia metric. The platform headline is the Experience Data Record (EDR). Beneath it sit units that belong to specific products: a licensed interaction in MXO, voice licences and API bandwidth in on-premises Callback, a per-user licence with a usage allowance in Mindful Feedback, respondents and credits in Agile Research, sessions in Digital Experience Analytics (DXA), and SMS messages in Concierge. Which one governs a given contract depends on the Order, which Medallia’s own terms place above the Master Subscription Agreement.[2]
Editions
Medallia does not publish edition names for Experience Cloud. Its pricing page describes a single platform in which the data-capture, analytics, workflow, security and self-service capabilities are included in the EDR price rather than sold as separate modules.[1] The product lines that carry their own terms are listed below.
| Product line | How Medallia documents counting | Deeper article |
|---|---|---|
| Medallia Experience Cloud | Experience Data Records in annual tiers; API allowance of at least 60,000 calls per 24 hours[1][7] | Experience Cloud EDR pricing and API limits |
| Medallia Experience Orchestration | Licensed interactions, “not by number of channels, brands, profiles or users”[4] | MXO interaction licensing |
| Mindful Callback (on-premises) and Mindful Feedback | Inbound and outbound voice licences, API bandwidth and feature licences; per-user licence with a 7 percent usage allowance[5][6] | Mindful Callback and Feedback licensing |
| Concierge | Authorized Users, a monthly SMS message maximum per country and overage rates[3] | Master Subscription Agreement and Concierge terms |
| Agile Research, Digital Feedback, DXA | Respondent tiers and credits; properties; sessions or pageviews[8][9] | Agile Research, Digital Feedback and DXA subscriptions |
Metrics
The Experience Data Record is the only metric Medallia names on its public pricing page. Medallia defines it as all the data associated with a discrete interaction between an end-customer or employee and a company.[1] The page also states that EDR pricing covers data coming into Experience Cloud together with the analytics, workflows, data security and self-service features applied to it, so that customers are not charged separately per channel.[1] Catalog row: Experience Data Record.
The other metrics come from product documentation and terms:
| Unit | Catalog row | Where it applies |
|---|---|---|
| Licensed interaction | Licensed interaction (MXO) | MXO |
| Inbound and outbound voice licence | Inbound, Outbound | On-premises Callback |
| API bandwidth; feature licence | API bandwidth, Feature enablement | On-premises Callback |
| Licensed user | Licensed user (Mindful Feedback) | Mindful Feedback |
| Session; pageview | Session (DXA), Pageview (DXA) | DXA |
| Credit; respondent allowance | Credit, Respondent allowance | Agile Research |
| SMS message; Authorized User | SMS message, Authorized User | Concierge |
| API allowance | Experience Cloud API allowance | Experience Cloud APIs |
Counting / floors
Floors are set in the Order, not in public documents, with a few exceptions. The Concierge terms state that a customer may expand its Scope of Use during a term but is not entitled to reduce it, and that purchases are non-cancelable and fees non-refundable.[3] The Master Subscription Agreement says fees are non-cancelable and non-refundable other than as it explicitly states, and that if a customer exceeds the usage provided in a trial offering or Order, Medallia will either work with the customer on an Order for the excess usage or curtail access.[2]
Counting differs sharply by product. MXO counts every request made to it as utilization, whatever the outcome.[4] On-premises Callback checks a voice licence out for the duration of each inbound or outbound voice treatment, so it behaves like a concurrent licence rather than a volume count.[6] DXA samples sessions into data buckets at configured rates.[8] A reviewer therefore needs to identify which of these products appear on an Order before choosing a counting method.
Virtualization & partitioning
Medallia’s cloud products are delivered as hosted services, so virtualization rules do not apply to most of the portfolio. The exception is on-premises Callback, whose licence files are unique to a Core instance and must be copied to the instance whose MAC address appears in the file.[6] Within a Callback system, licences are partitioned between queue groups, with a Global Pool for anything unassigned. The queue-group partitioning is covered in Mindful Callback and Feedback licensing.
Cloud / BYOL
There is no bring-your-own-licence programme. Hosting choices matter instead. Medallia GovCloud is a FedRAMP High authorized platform on which many Medallia products and features are certified to run; the GovCloud list records Agile Research, DXA, Agent Connect, Concierge and Video as not available, and some features require client approval under an agency’s Authority to Operate.[10] A federal buyer therefore cannot assume that every product on a commercial Order is licensable on GovCloud.
Programs
Medallia’s public documents name a small number of commercial programmes:
- EDR annual tier pricing, the model behind Experience Cloud.[1]
- Enterprise Licensing for on-premises Callback, under which inbound and outbound voice capacity is unlimited unless caps are set.[6]
- Forever Free for Agile Research, limited to one user and 200 respondents per month.[2]
- Credit prepayment for legacy Agile Research customers, at one credit per dollar.[9]
The master terms treat audits as running mainly in the customer’s favour. The customer may audit Medallia’s performance no more than once a year, and security audits of Medallia’s processing follow a security incident or a data protection authority’s instruction.[2] The version of the agreement reviewed contains no clause giving Medallia a right to audit the customer’s use of the products. Usage verification is instead performed through reporting in the products themselves, such as the MXO utilization report and the Callback licensing screens, and through the over-usage mechanism in the Order clause quoted above. This is commentary on the reviewed text, and a negotiated Order can add audit terms.
Out of scope
- Website terms. The medallia.com Terms of Use govern use of the website and state that a separate written agreement for the Medallia services prevails over them.[11]
- Purchase Order Terms and Conditions. These describe how Medallia buys goods and services from its own suppliers and are not customer licence terms.[12]
- Price. Medallia publishes no list prices for Experience Cloud, MXO, Callback or DXA.
- Order-specific terms. Tier sizes, overage rates and renewal uplifts for most products are in the Order and are not public.
- Litigation. No court case concerning Medallia licence scope, audit or resale with a primary court record was identified for this article.