FAQs

General

Who is Indicative for?

Indicative is the leading Customer Analytics platform that enables product and data teams to move beyond the limitations of traditional BI tools to explore user behavior and engage customers. Only Indicative connects directly to your data and excels at answering complex customer analytics questions in real-time without having to rely on data teams or SQL. 

Common job titles of Indicative customers include: Product Manager, Data Analyst, Business Analyst, Growth Marketer, Marketing Director, CTO, CMO, Developer, Engineer, and Data Scientist. 

What is Customer Analytics?

Customer Analytics is a process to collect data from customer behavior and transform it into actionable insights that can be used for key business decision making. These insights are used by businesses to measure their impact, optimize their products, and target their marketing efforts. Customer Analytics plays an important role in establishing a single source of truth within an organization, and in democratizing access to data.

What is an event?

An event is a user action, such as viewing a web page, clicking a button, or opening an email. Any user-initiated action can be an event. Events can be categorized into client-side events (performed on the frontend by a user on their device) and server-side events (processed on the backend by an organization as part of a business process). Information about an event is encoded and saved through a process called event tracking.

What is a property?

property describes the context of an event. For example, properties for the event Button Click include the type of device used, the time zone in which the event was performed, and the web browser in which the event was performed. One event may contain multiple event properties to describe its context. The combination of events and event properties provides the building blocks for all customer analytics.

Pricing

What are the contract terms for the paid plans?

There are three pricing plans for Indicative: Standard (free), Growth (starting from $249/mo), and Enterprise (custom). All plans contain overage fees for exceeding the monthly event volume limit. Please see our pricing page for more details. To learn more about Enterprise plan pricing, please contact our sales team.

How are overage fees calculated?

Overage fees are calculated after the billing period is finished. The overage fee amount equals the result from taking the Event Overage amount, dividing that number by the Event Overage Unit, and rounding up the quotient to the nearest integer, multiplied by the Monthly Event Overage Fee.

For example, let's use the Growth plan which is limited to 250 million events and has overage fees of $225 per additional 50M events. In this case the Event Overage Unit is 50 million and the Monthly Event Overage Fee is $225.

If you send 325 million events in a period, the Event Overage is then 75 million (325 million actual events sent - 250 million) and, for the overage fee for that month, round up 75 million Event Overage / 50 million Event Overage Unit to the nearest integer, which = 2, then multiply 2 X $225 Monthly Event Overage Fee for a final overage fee of $450.

When am I billed?

Pro users are billed on a monthly basis on the same day of their first billing cycle. For example, if you start your plan on January 25th, you will then be billed on February 25th. Enterprise users are billed at the end of the month on a monthly cycle.

Contacting Support

Can I talk to a human?

Yes! For sales-related inquiries, send us an email. For support-related inquiries, please use the Chat or Get Help button in the bottom right corner of your screen. Professional and Enterprise customers also have access to our Customer Success team for assistance with the Indicative platform.

When contacting support, please provide as much information as possible, including screenshots and links to your query, if applicable.

I have an idea for a new feature. Who can I send it to?

The team would love to hear from you. Send an email to support containing as much information as possible, including your use case and anything else that you feel would be helpful.

How soon can I expect a response from support?

All support requests are replied to within 3 business days. Growth and Enterprise customers receive priority support (2 days and 1 day, respectively). A majority of support tickets are resolved within 48 hours. All Indicative customers may access our self-serve training tutorials in the Indicative Demo, as well as our documentation and advanced training articles in the Help Center.

Getting Started

How does my data get to Indicative?

There are many ways to send event data to Indicative. To see a complete list of integration options, please see our integrations page. You can also find instructions for each integration type available within Indicative on the data sources page

We offer a basic SDK which can be encoded into any website, web app, or mobile application; a REST API for sending existing event data and user properties; direct integrations with third-party customer data platforms such as Segment or Snowplow; or custom integrations that connect directly to your data warehouse provider. Indicative is the only Customer Analytics platform that connects directly to your data warehouse.

How do I get started using Indicative?

To join Indicative today and get started with our Customer Analytics tools, create a free account and follow the instructions to select an integration. If you're not ready to create an account yet, or if your data is not ready for analytics, you can explore our demo using just your email address. If you have a questions about our custom integrations, or if you would like to learn more about our Pro or Enterprise plans, please contact our sales team.

Do you offer on-site training or consulting?

In the interest of the health and safety of our customers and employees, we do not currently offer on-site training or consulting during the COVID-19 pandemic. All Indicative customers may access our self-serve training tutorials in the Indicative Demo, and may access our documentation and advanced training articles in the Help Center.

Using the Indicative App

How does Indicative identify new users versus users who are returning?

The process for “cross-tracking,” “matching,” or “stitching” known users with anonymous actions across a website or app is also referred to as User Aliasing. See our support documentation for more about how this is done within Indicative’s platform.

I don’t see a particular setting or feature within Indicative, or it’s greyed out.

Certain features are only available at different pricing levels, while others will only be accessible for users with the proper permissions. If your system administrator has provided access for your account and you still don’t see the setting or feature, feel free to reach out to support.

How can I tell if there is an outage happening with Indicative?

http://status.indicative.com/ displays the current operational status for Indicative’s app, API, customer support, and more.

Indicative isn’t working properly in my browser.

Please contact support if you experience any compatibility issues with a particular browser or other software and the Indicative app. Please note that, while we aim for full compatibility across all platforms, Indicative is optimized for the latest version of Google Chrome.

I’m not seeing certain events or properties within Indicative.

This issue can indicate an incorrect setting within your data integration. Please contact support, and provide an example of the payload, if applicable.

Does the Indicative platform have any exposure to the Log4j vulnerability?

No. Indicative and the open-source libraries that we use have no dependency on Log4j, and we do not anticipate any issues going forward.

Privacy & Data Security

Is my data safe with Indicative?

Yes! Indicative does not lay ownership of your data. We will never sell your data. You have the right to request the deletion or export of your data.

As a third-party Customer Analytics provider, the safety, security, and privacy of our customers' data is always our primary concern. Beyond achieving and maintaining regulatory compliance (for example: GDPR, CCPA, and COPPA) and in addition to our Privacy Shield certification, customers can count on us to stay ahead of new developments as the digital privacy landscape continues to evolve.

How do you handle GDPR?

The General Data Protection Regulation (GDPR) is an EU regulation aimed to enhance privacy and expand individual choice when it comes to the tracking and retention of personal information. GDPR went into effect on May 25th, 2018.

Indicative has tackled GDPR with a two-pronged approach, in response to our dual role under the regulations as both a Data Processor and Data Controller. For more information about our GDPR strategy, please see our article on Privacy & Data Security.

What security certifications do you have?

We are Privacy Shield certified and follow the guidelines dictated by ISO 27001.

Can I backfill my data?

Yes. Depending on your data integration method, there may be multiple ways to send your historical data to Indicative. Data backfills are subject to monthly event volume limitations, and may incur an additional fee. Due to their complex nature, data warehouse backfills are not self-serve. For advice on completing a data backfill, please contact support@indicative.com.

How can I delete my data?

If you would like to delete your data, please contact support@indicative.com.

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