Current Facts: Commercial & Positioning Addendum

Updated 7 October 2026 (Agent 11.1: catch-up from every lane after their state-doc updates; scoring rebuild of 21 Sep, no score-trend claims, no citation claims for schema or credentials, Sites, content plan, support). Companion to briefings 00–10. Those describe how the product works; this records the current commercial facts and positioning decisions they deliberately don't cover. Where this document and any other briefing disagree, THIS document wins. Keep this one ruthlessly current: it is the single place new facts land. Last updated: 7 October 2026 (Agent 11.1: Growth Hub email workflows can now run around a date, live 6 Oct). Previously 2 October 2026 (Agent 11.1: Co-Kinetic Sites live, an extension of the CCS set up through Tor; what happens if a clinic stops, Tor's rulings; lines for existing customers only now marked; location pages date removed; see also 11-for-prospects.md). Previously 1 October 2026 (Agent 11, pricing and credit sections corrected to Agent 12's rulings: £599 every 4 weeks VAT-inclusive for new plans, never "monthly", credit ladder). Previously 24 September 2026 (Agent 11, quality-checklist count rule replaced: no fixed criterion count, no schema/credentials-improve-AI-citation claims; see the checklist line). Previously 19 August 2026 (Agent 11, from the change feed).

Who each line is for. Lines marked [EXISTING CUSTOMERS ONLY] are support answers for clinics already subscribed. Never give them to a prospect. Everything else is true for everyone. Prospect questions are answered in full in 11-for-prospects.md.

Current feature-status facts (check here first: these change)

• [EXISTING CUSTOMERS ONLY] Credits are NOT yet switched on for live customer accounts (as of 19 Aug 2026). Live customers are on unrestricted generation via overrides; usage is tracked manually and will be backdated fairly when credits go live. Customers may see odd credit figures in the interface: the support answer is: "ignore the credit figures for now; you're unrestricted." Never describe credit mechanics as live billing. (The credit spec below remains the design that WILL apply.) For a prospect, describe the allowance as the credit section below sets it out, without this line.
• Location-specific service pages are NOT a current feature yet. They are a different page type, coming soon. Never give a date. [EXISTING CUSTOMERS ONLY] Customers seeing the "add location-specific service pages" suggestion under local search visibility should hear: different page type, coming soon, nothing to prepare.
• The content unlock gate (current rule, since 13 Aug 2026): the content plan unlocks when ONE active clinician reaches 60%+ profile completeness (the author) AND a DIFFERENT active clinician reaches 50%+ (the reviewer). It was previously two at 60%. Unlock is sticky once achieved, and once unlocked, any clinician can author at any score.
• Profile scoring was recalibrated in August 2026 (live, with an in-app note): points moved toward what makes a clinician distinctive: condition/technique depth questions, patient groups, "Beyond the clinic", qualification types. Nobody loses author or reviewer status from the rescore.

Support and the website chat (7 Oct 2026)

• "It's early days" notice (live 6 Oct, #3560): every subscriber screen shows it. Read more explains the system is new, complex and changing with a fast-moving field, that glitches can happen, and how to report a problem: click the Coki chat icon (bottom right), say which page, what you were doing, what happened and what you expected, with a screenshot if possible. We pick it up within one working day. Help article: "Something isn't working. How do I report a problem?"
• Coki only quotes published sources (live 3 Oct): before using a source, Coki checks it is still published.
• Website conversation panel on co-kinetic.com (live 3 Oct): answers from public content and every live page of the website, with links; visitors get public content only (an invitation, never the text, for customer-only or webinar content); 30 questions per visitor per hour.
• HOLD until Tor deploys: support emails joining one conversation per person, and quiet tickets closing after 14 days.

Product names

• Clinical Content System (CCS): the AI visibility and content platform (this is what "CCS" always means).
• Co-Kinetic platform, also called the Clinic Growth Hub on the website: the separate SaaS marketing toolkit for smaller practices (campaigns, email, social, ready-made patient resources). Either name refers to the same product. Its email workflows run either on a regular rhythm (newsletters, nurture, education series) or around a date (live since 6 October 2026): one date everyone shares, such as a webinar countdown or an offer closing date, or each person's own date, such as birthday emails that come round every year. Late joiners to a date campaign never get an email after its moment has passed. Full detail is in the Growth Hub help articles.
• Co-Kinetic Sites, our own web builder, is live (Tor, 2 October 2026). It is not a standalone product and cannot be bought on its own: it is an extension of the Clinical Content System for subscribing clinics, and Tor sets it up for a clinic that wants it. It integrates directly with the Clinical Content System: content flows straight from the plan to the published page, with nothing to copy, paste or configure, on a site built for AI visibility from the ground up. Do not offer to show other clinics' sites as examples.

Pricing (updated 1 October 2026 from Agent 12's support section in the subscription state doc: decisions of 2 and 8 September 2026)

• New CCS subscriptions: £599 every 4 weeks, VAT included. One headline price worldwide. UK customers see the VAT itemised inside it; Australian customers pay the same headline with no tax line. No contract; cancel any time.
• Never call a 4-weekly plan "monthly" or "per month". Say "every 4 weeks", "billed every 4 weeks", "30 credits every 4 weeks" or "each billing period". It is billed every 28 days, 13 times a year, so do not claim it is the same as monthly.
• [EXISTING CUSTOMERS ONLY] Existing customers stay exactly as they were: monthly, on their founding rates. Nobody has been migrated, so never tell an existing customer their billing is changing. Material aimed at them keeps saying monthly, because for them it still is.
• The first billing period is front-loaded: full AI Visibility Assessment of the entire website, the personalised 15-action content plan, the website optimisation guide, and the content allowance.
• The Co-Kinetic SaaS platform is a separate, lower-cost subscription (accessible entry point for smaller clinics).
• A promotional discount on CCS may run from time to time; the standing price is stated first and any discount is described as an exception to it.
• Not yet true, so never promise it: credit top-up packs, an itemised credit breakdown in the customer view, or credits arriving on a fixed calendar date (they follow the paid invoice, so every 28 days for a 4-weekly customer).

If a clinic stops (Tor, 2 October 2026)

• A clinic that stops keeps the content it has published on its own website. From then on that content is static: there is no connection between the Clinical Content System and the site, so nothing is updated. In Tor's words, the content freezes in time.
• It loses all access to the Clinical Content System: the assessment, the content plan, the page inventory, everything in the CCS.
• There is no contract. The subscription bills every 4 weeks; a clinic that stops keeps the credits it has paid for until the end of that period, and it does not renew.
• Clinics whose website is on Co-Kinetic Sites: the plan is to give them an export of their pages as HTML files they can import into another website. That export is planned, not built, so never promise it and never describe how a Sites clinic leaves. If asked, the honest answer is that a Sites clinic's content would be handed over as an export so it can move to another website, and that this is being put in place.

The content allowance and credits (spec of 23 July 2026)

• Subscription includes 30 content credits per billing period (every 4 weeks on newer plans, monthly on legacy plans): in practice roughly six to ten pieces depending on the mix. Credit costs: condition guide 6, treatment page 5, blog post 4, service page 2, team member or structural page 2. Do not mention social posts or emails; they are not sold yet.
• Paid credits never expire while the customer is subscribed. A quiet period is not a wasted one.
• Publishing earns credits back at one third of a piece's cost (a condition guide earns 2 back, a treatment page 2, a blog post 1, a service or team page 1, once the live URL is confirmed and verified; one earn-back per piece and per URL). A clinic that publishes everything it creates gets up to roughly 45 credits of output against the 30 baseline each billing period.
• Earned credits (unlike paid ones) expire after 3 months, and are spent first. Normally described simply as "publish regularly to keep the bonus flowing."
• Revisions: 3 free regenerations per piece, then 1 credit each. Rewriting one of the customer's own existing articles costs the full price of a new article.
• Running out is gentle: a friendly heads-up, not a wall; credits renew on the billing date; top-up packs are planned.
• Never state internal credit-system mechanics beyond the above.

The free check vs the full assessment (positioning during Agent-5 hardening)

Describe the free offer exactly as the website does: a light AI visibility check: live tests against real patient queries across ChatGPT, Google AI Overviews, Perplexity and Claude, a benchmark against local competitors, and the three most impactful first steps. HOLD (Tor, 1 Oct, still in force 7 Oct): no results or follow-up email goes to an external prospect until Tor signs off the report and the sequence, so never tell a prospect an email is on its way. It is not the full assessment (which scores every page of the site individually against a research-grounded checklist, no fixed count, and produces the complete plan). Never promise the free check delivers the full assessment's depth.

Numbers that are frequently misquoted (correct values)

• Quality checklist: do NOT state a fixed criterion count (was "71"; the rubric was rebuilt on measured evidence in September 2026 and the total changes on deploy). Say "a research-grounded checklist" and point to the per-page "assessed against N signals" figure, which is dynamic and page-type specific. Never list the criteria. Also do NOT claim that schema markup, page length, freshness, FAQ markup or author credentials improve AI citation: each measured null or negative (state/ai-visibility-scorer-programme.md, 21 Sep 2026); the defensible authorship claim is patient trust and search quality signals. (Agent 11, 24 Sep 2026)
• Research pipeline: up to 12 research steps, producing as much as 14,000 words of source material for a single article (never list the steps).
• Site scoring: pages score 0–100; the clinic's site health score is a percentage across four categories (technical foundations, local trust signals, professional credibility, content & discovery). The old "110-point / 6-category" model is obsolete: never use it.
• Heritage: 27 years serving MSK professionals (since July 1999); 25 years / 100 issues publishing the peer-reviewed Co-Kinetic Journal (1999–2024, formerly sportEX Medicine). Use the right figure for the right claim.

Standing answer boundaries (unchanged, restated for grounding)

• No fabrication, ever: no invented statistics, citations, customer results, or features.
• Statistics used in marketing carry a named source and date (see the July 2026 AI Visibility Research Brief; its Part 2 verification table is binding).
• No customer names in outward-facing answers.
• Internal mechanics: counts not criteria, multiplier names not values, steps-count not the step list.
• Proof claims: real clinics in the UK and Australia have run the full loop end to end; first webinar drew 350+ sign-ups; customer score histories will be published as they accrue: never invented in the meantime.