Terms and Conditions of Service

1. Definitions

• "Services" refers to all call center operations including but not limited to:
  ✓ Phone/Email/Chat/Text/Social Support
  ✓ Omnichannel Customer Service
  ✓ E-commerce Support & Market Research
  ✓ Data Processing (Entry/Enrichment)
  ✓ HR Support & Document Management
  ✓ Appointment Scheduling & Lead Generation

• "Client" means any business entity purchasing our services

• "End User" means the ultimate consumer receiving support

2. Service Provision

2.1 General Terms

• Services are available 24/7 unless specified in Service Level Agreements (SLAs)
• Minimum contract duration: [X] months for managed services
• All communication channels (phone/email/chat/etc.) are subject to quality monitoring

2.2 Specialized Services

• Data Services:
  • Accuracy not guaranteed for data entry/enrichment
  • Client must provide all source materials
• HR Support:
  • Does not constitute legal advice
• Market Research:
  • Results are statistical estimates only

3. Client Obligations

• Provide accurate call scripts/support guidelines
• Maintain all necessary licenses for supported products
• Designate a single point of contact for service management

4. Fees & Payments

• All prices are in [Currency] unless otherwise stated
• Payment due within [X] days of invoice date
• Additional charges apply for:
  ✓ After-hours support requests
  ✓ Custom reporting requirements
  ✓ Rush data processing jobs

5. Confidentiality

• All client data is protected under our [Privacy Policy]
• Strict NDAs apply to:
  ✓ Customer information
  ✓ Business processes
  ✓ Proprietary systems

6. Service Limitations

6.1 Technical Constraints

• Maximum concurrent chat sessions per agent: [X]
• Email response time subject to volume fluctuations
• Social media support limited to [Platform Names]

6.2 Restricted Activities

Clients may not request support for:

• Illegal products/services
• Adult/pornographic content
• High-risk financial services without prior approval

7. Termination

• Either party may terminate with [X] days written notice
• Early termination fees apply for managed services
• Data return/deletion procedures outlined in [Data Policy]

8. Liability

• Maximum liability limited to fees paid during preceding [X] months
• Not liable for:
  ✓ Third-party system failures
  ✓ Force majeure events
  ✓ End user misconduct

9. General Provisions

• Governing Law: [Jurisdiction]
• Disputes resolved via arbitration in [Location]
• These terms supersede all prior agreements

10. Contact Information

Support Center:
📞 +31631323928
📧 Sjoerd@DMcalls.com
📍 Nairobi,Ngong Road

Hours of Operation:
[Days/Hours] for administrative inquiries
12/5 for active service clients