Terms of Operations

1. Operational Scope & Desks

Rocket AI Services provides specialized customer experience and back-office solutions across the following frameworks:

• ✦ Nearshore Call Centers: Bilingual agent seats deployed in our Bogota hub operating on assigned campaigns.
• ✦ Virtual Assistance: Dedicated administrative specialists handling scheduling, billing logs, and record updates.
• ✦ AI & Robotics Integrations: Setting up autonomous LLM agents and system telemetry connectors on customer platforms.

2. Platform & System Telemetry Connectors

Customers must provide secure API credentials and workspace access to facilitate CRM, TMS, and EHR synchronization. Our teams adhere to strict workstation security rules:

• ✦ Access Control: Customers are responsible for managing access permissions inside their third-party software databases.
• ✦ Telemetry Logs: Rocket AI Services monitors workstation logs solely to audit agent compliance and security parameters.

3. Service Level Agreement (SLA) & Shifts

Our standard operational desk shift parameters are defined below:

• ✦ Support Windows: Shift structures are customizable up to 24/7/365, depending on the active subscription Tier.
• ✦ System Downtimes: Scheduled database maintenance will be announced 48 hours in advance to prevent carrier dispatch gaps.

4. Billing, Invoicing, and Seat Allocation

All subscription plans and custom service campaigns operate under strict transaction and booking boundaries:

• ✦ Payment Cycles: Monthly upfront retainer invoicing based on active seat booking quotas.
• ✦ Refund Restrictions: Since agent seats and computing infrastructure are reserved beforehand, payouts are non-refundable.
• ✦ Overages & Off-Hours: Additional hours requested outside the custom SLA agreement will be billed as standard overrides.

5. Client Responsibilities & System Boundaries

Ensuring operational success requires structured collaboration between clients and our technical architects:

• ✦ Training Material: Clients must compile training documents, knowledge base guidelines, and runbooks prior to launch.
• ✦ Software Licenses: All third-party CRM, database, or dialer licenses must be provided directly by the client.

6. Termination & Offboarding

Campaign schedules and agent contracts can be ended under standardized guidelines:

• ✦ Notice Periods: Custom SLAs require a 30-day written cancellation notice sent to compliance desks.
• ✦ Data Handback: Upon termination, custom training logs, client databases, and telemetry files will be fully returned or deleted within 7 days.

7. Limitation of Liability & Indemnification

Rocket AI Services holds high-performance systems and trained specialists, operating under legal liability boundaries:

• ✦ Operational Errors: We are not liable for business interruptions caused by third-party database API downtimes or carrier signal loss.
• ✦ Indemnity: Clients agree to hold Rocket AI Services harmless against claims relating to business dispatches executed under client instructions.

8. Compliance & Prohibited Content

Our support desks operate strictly under ISO-certified, legal, and compliant business guidelines. We prohibit our agents and AI platforms from processing illegal transactions, deceptive marketing files, or unauthorized record logging.