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and marketing organization in a timely manner, or we may not successfully hire, retain, train, and motivate our 
sales personnel.” 

If our marketing strategies, such as our free trials and free tiers, fail to generate the benefits 
we  expect,  or  if  their  costs  exceed  those  benefits,  our  ability  to  grow  our  revenue  could  be 
adversely affected.

A portion of our users access our models, platform, and applications through free tiers or promotional offerings, 
and we seek to convert these users into paying customers over time. We may not always be successful in doing 
so, as free users may be satisfied with the limited functionality available in free tiers, may not have budgets to 
support  paid  subscriptions,  or  may  choose  to  use  our  free  offerings  indefinitely  without  converting  to  paid 
plans. The availability of free tiers may cannibalize potential paid subscriptions, as some users who would have 
otherwise paid for our services may instead rely exclusively on free access. Additionally, providing free access to 
our models, platform, and applications involves costs, including compute and infrastructure, customer support, 
and other operational costs. In addition, we offer free access in significant part to build awareness of, familiarity 
with, and engagement with our products, and as a means of reaching individuals engaged in knowledge work 
outside of a business or organizational context. However, these benefits are inherently difficult to measure, free 
usage may not generate the awareness or advocacy we expect, and individual adoption of our products may not 
translate into organizational adoption or expansion. See the section titled “—We have a limited history under 
our  current  go-to-market  strategy,  and  our  efforts  to  scale  and  evolve  our  customer  acquisition,  engagement, 
and  retention  model  may  not  be  successful.”  If  the  costs  of  supporting  free  users  exceed  the  value  we  derive 
from  their  eventual  conversion  or  other  benefits  such  as  network  effects  and  word-of-mouth  referrals,  our 
business, financial condition, and results of operations could be adversely affected.

If  we  fail  to  maintain  high-quality  customer  support,  our  ability  to  retain  and  expand 
customers  could  suffer,  which  may  adversely  affect  our  prospects,  business,  financial 
condition, and results of operations. 

Our  customers  rely  on  our  customer  support  services  to  resolve  issues  and  realize  the  full  benefits  that  our 
models, platform, and applications provide. In order to deliver high-quality customer support and engagement, 
we  must  successfully  assist  our  customers  in  deploying  and  continuing  to  use  our  models,  platform,  and 
applications,  resolve  performance  issues,  discover  and  deploy  our  models,  platform,  and  applications  in  new 
use  cases,  provide  hands-on  technical  implementation,  customization  and  solution  engineering  support, 
provide training and guidance to help customers effectively adopt and scale their use of our models, platform, 
and  applications,  address  interoperability  challenges,  and  respond  to  security  threats  and  cyberattacks  and 
performance and reliability problems that may arise from time to time. The importance of our support function 
will  increase  as  we  expand  our  business  and  pursue  new  customers.  Many  enterprises  have  complex  internal 
systems  and  require  high  levels  of  focused  support  to  fully  realize  the  benefits  of  our  models,  platform,  and 
applications. If we do not help our customers quickly resolve issues and provide effective ongoing support and 
enablement,  or  a  market  perception  develops  that  we  do  not  maintain  high-quality  customer  support  and 
experience, our ability to maintain and expand our subscriptions to existing and new customers could suffer, 
particularly with respect to our enterprise customers.

In addition, our growth model depends significantly on driving deeper adoption and expanded use cases within 
our existing customer base. If we are unable to effectively provide support and integration efforts that enable 
customers  to  identify,  deploy,  and  scale  additional  high-value  use  cases,  demonstrate  measurable  return  on 
investment, or integrate our models, platform, and applications into their core workflows, customers may limit 
usage, fail to renew at expected levels, or reduce their spend, which could materially slow our revenue growth.

Further, there can be no assurance that we will be able to hire sufficient support personnel as and when needed, 
particularly if our sales exceed our internal forecasts. We expect to continue to increase our customer base, and 
that  growth  may  put  additional  pressure  on  our  customer  support  teams,  which  may  require  additional 
personnel  to  respond  to  customer  demand.  We  may  be  unable  to  respond  quickly  enough  to  accommodate 
short-term  increases  in  customer  demand  for  services.  To  the  extent  that  we  are  unsuccessful  in  hiring, 
training,  and  retaining  adequate  support  personnel,  our  ability  to  provide  high-quality  and  timely  support  to 
our customers will be negatively impacted, and our customers’ satisfaction and their use and subscription of our 
models, platform, and applications could be adversely affected. 

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