Chat support service level agreement

Master agreement
This Agreement executed on dated ____________by and between: Company name_ having office
________________________________. Herein after for brevitys sake referred to as Client,
which expression shall, unless exclude by or repugnant to the context, be deemed to mean and include
its permitted assigns and successors-in-interest.
And
XXXXXXXXX represented by xxxxxxxxx Having office at xxxxxxxxxx (India). Herein after for brevitys
sake referred to as (Vendor/Center). Which expression shall, unless excluded by or repugnant to the
context, be deemed to mean and include its permitted assigns and successors-in-interest.
And
M/s xxxxxxxxxxxxxxxx represented by xxxxxxxxxxxxx, a proprietary/pvt. ltd. firm registered under the
Service Tax .
Whereas the Client is engaged in the business of outsourcing the Business for the IT and IT enabled
services industry and whereas it has entered into an agreement with its principals (Herein after referred to
as Principals) to execute the processing operations described in detail in the scope of work, which need
to be executed through various delivery partners.
Presently it is in a position to procure the Business for E-Commerce chat support Process meaningfully
described in the column Scope of work, through their principals. AND WHEREAS the Vendor/Center is
engaged inter alias, in the business of providing a wide spectrum of solutions and services. The Vendor/
Center has acquired the necessary expertise and developed the requisite skill base and infrastructure for
successful execution of Inbound Support Process.
This agreement represents the business agreement and operational understandings between the parties
and shall remain in effect for a period 24 Months from the date of execution of _________________ voice
chat Support Process. This SLA Sign for 30 Seats (1 Slot).
CLAUSE 1: PURPOSE
The purpose of this agreement is not to establish a contract relationship, but to define the extent under
which the relationship between the Client and the Vendor/Center allows for there to be a contract for
services, to work as and when requirements allow. This contract between Client and Vendor/Center is
on a self employed agent basis only.
CLAUSE 2: SCOPE OF WORK
It is agreed by the Vendor/Center that PER SEAT will chat support with the customer online. Vendor/
Center will have to answer all the queries & solve the Complains as per the requirement & also send
escalation reports to the client if necessary. Center has to give the priority service to its client & have to
work as a customer service.

CLAUSE 3: PLACE AND METHOD OF WORK

It is agreed by the Vendor/Center
a.

The Vendor/Center will be required to work as and where necessary, Client will not provide the
Vendor/Center with a place of work.

b.

The Vendor/Center will act professionally and show Courtesy to the prospects and Client.

CLAUSE 4: OBLIGATION FOR WORK

It is agreed by the Vendor/Center.
The Vendor/Center should not expect the Client to provide Work on continuous or ongoing basis
except this agreement. The Vendor/Center is fully responsible for generating own revenues.
CLAUSE 5: TOOLS AND EQUIPMENT
It is agreed by the Vendor/Center.
1. The Client providing only the website & Admin panel.
CLAUSE 6: WORKING TIME, TAT, QUALITY & SLA TERMINATION CLAUSE (A)
It is agreed by the Vendor/Center that PER SEAT.
1. Total working days: 06
2. The Vendor/Center has to run the process as per the USA time or It can be changed time to time
by the client as per the requirement.
3. The Vendor/Center Have to login at 30 systems at Admin panel for chat for all Monday to Saturday
. No Delay should be happen more than 10 minutes.
4. If center fails to login any day or late login happen more than 2 times in a week or less login will
Not accepting.
5. The AHT(Average Handling Time) time to finish the chat will be 10 minutes for every customer.
6. After open new pop up window center has to greet the customer within 10 Secs.
7. No customer wait time should be reached more than30 sec.
8. Center cannot disconnect chat window without customer permission.
9. More than 5% or more than 25 Customer complain/dissatisfaction mails in a month can terminate
the process or forfeit the entire month revenue.
10. Customer feedback will be taken from every customer at the end of the chat to improve the
customer service. If Any negativity or low scoring found action will be taken accordingly as per the
client decision.
11. Centers cannot use any abusive or inappropriate word/letters/sentences in their call. If found so
process can be terminated or may be fined on immediate basic.
12. Fine up to 200$ also can be charged to the center if he fails to maintain the above parameter or
customer dissatisfaction mail or customer complain mail arrives.
13. Client will inform the center/vendor about this SLA if any changes required as per the requirement.
CLAUSE 7: ACCEPTING CRITERIAS AND PAYMENT
1. Payment would be fixed for per Hour 5$/per Seat
2. Payment will be paid monthly twice
3. Change any time payment term by client and center has to accept without
any excuse.

CLAUSE 8: TERMINATION OF SERVICE LEVEL AGREEMENT (B)

It is agreed by the Vendor/Center that PER SEAT.
1. Vendor/Center has to do this voice Support Process in their own concern, if Vendor/Center having
any mediators or any partnership firms to do the same work fort the same Vendor/Center and if
some found by Client then Client has the rights to cancel this Service Level Agreement
immediately.

2. After receiving the Advance payment from the Client then if the center wont perform the process
then the client will take legal action against center or center have to make the 10% extra
payment of the advance payment value.
3. Client will observe the center/vendor performance for the first 15 days.
4. If any of the time it is found that center/vendor doing any activity where they are hampering the
clients business or its revenue, any illegal activity then Client has the rights to cancel this Service
Level Agreement immediately.
CLAUSE 9: QUALITY CHECKING
In the above mentioned clause -6 explained all rejection criterias and failures counting.
CLAUSE 10: STANDARDS OF PERFORMANCE AND CONDUCT
If the Vendor/Centers standards of performance, communication with client conduct causes
dissatisfaction then action can be taken by Client and the Vendor/Centers services may be terminated
immediately/holding workload to send.
CLAUSE 11: DURATION OF THIS CONTRACT
The duration of this contract is 24 months.
CLAUSE 12: COPYRIGHT
All written material, whether held on paper, electronically or magnetically which was made or acquired by
the Vendor/Center during the course of contract with/from the Client or at any other time upon demand,
the Vendor/Center shall return to the Client any such material in their possession. Any data such extracted
for the Client is never to be handed over to any third party at anytime even after the contract end/
termination. If found guilty of conduct legal action will be taken. All rights are reserved by the client or
Client has right to change his clause time to time as per the requirement.
CLAUSE 13: PROCESS CHANGING/ALTERNATIVE PROCESS
If Vendor/Center fails to do this voice & Email Support Process, Client is not responsible for providing any
other commercial process for the same Center for the remaining contract period.
CLAUSE 14: FORCE MAJEURE
If the rendition of the Chat & Email Support Process is hampered due to earthquake, flood, tempest, civil
riots then the Vendor/Center shall be absolved of its obligation hereunder till normalcy is restored after
the cessation of the aforementioned contingencies. The Vendor/Center shall likewise be absolved if
rendition of the services is hampered due to a strike called by the operators engaged by the Vendor/
Center, violence or political turbulence or for any other reason of a similar nature, which is beyond the
control of the business associate.
CLAUSE 15: VARIATION
Expect as otherwise expressly provided in this agreement, this agreement may not be changed or
modified in any way after it has been signed, except in writing signed by or on behalf of both of the
parties.
CLAUSE 16: MEDIAT0R/REPRESENTETIVE
It is agreed by the Vendor/Center that.

The Vendor/Center should not expect the Mediator/Representative work with them. Mediator/
Representative is not responsible for any work and in any manner of work like signing money,
Advance draft/cheque etc. Its whole transaction between client and Vendor/Center. Client has to
provide Work on continuous or ongoing basis except this agreement. The Vendor/Center is fully
responsible for generating own revenues.
CLAUSE 17: DISPUTE RESOLUTION & JURISDICTION
This Agreement shall be governed and interpreted according to the laws of USA. Any legal
actions pertaining to this Agreement shall be commenced within the competent courts in USA
and the prevailing Party shall be entitled to recover reasonable attorneys fees and costs incurred
therein. Both Parties hereby unconditionally agree to submit themselves to the jurisdiction of the
courts of USA at NEW YARK.
All disputes between the Parties hereto arising from or in connection with this Agreement shall be
amicably and promptly negotiated upon consultation in good faith between the Parties. Each of
the Parties hereto agrees that, if an amicable settlement is not reached within thirty (30) days
after commencing consultation, the dispute shall be settled exclusively by arbitration in
accordance with the Arbitration and Conciliation Act, 1996, and the arbitration award shall be
final and binding upon the Parties for all purposes hereof and may thereafter be enforced by any
court having jurisdiction.
The arbitration shall be conducted by a panel of two arbitrators one each selected by the Parties
hereto. The arbitration shall be conducted in the English language. Any arbitration award shall
include attorneys' fees for the prevailing Party.

CLAUSE 18: ADVANCE PAYMENT

After Signing the agreement , the center will receive one month advance payment within
15 days.

CLAUSE 19: ANNEXURE-A follows below

Term and Conditions for Commercials:

1.

Client is an Outsourcing Company, regarding to sign up for a Chat & Email Process
$6666 for every 30 seats (which is refundable when the process is disposed) . Center has to
submit the amount to the respective consultant at the time of SLA.

2.

Client Company can visit center any time within 24 months of contract validity so as to guide
center in implementing and successfully running those campaigns and for renewal plans of the
project.(Where Center Have to Minimum 30 Seats & All the Cost of traveling, Hotel, refreshment,
Visiting Charges ($ 500)need to bear by the center & have to pay all cost of for visit.)

We both agree to the initial proceeding of our working contract.

IN WITNESS WHEREOF THE PARTIES HAVE EXECUTED THESE PRESENTS ON THESE PRESENTS ON THE
DATE HEREIN BEFORE WRITTEN:

Accepted and Agreed

Accepted and Agreed

Date:-

Date:-

ANNEXURE-A

Service level Agreements final terms and aggregation from Vendor/Center:

By knowing all details Vendor/Center agrees for the terms and conditions for the following rules or terms.
1.
2.
3.
4.
5.
6.

7.
8.
9.
10.

11.

We are ready to start work for 24 months from ______________.

We are ready to maintain 100% quality.
We will use our techniques for this work.
We are not doing any conversation with Client, if we failed to give proper output for any extension
or any favor to save the termination.
We are agreeing for the work report status for our work.
We are agreeing for the instructions sending for us in work, we are agreeing to do the work
without any single mistake and as the per the terms and conditions of this agreement we will
follow the instruction mentioned in this service level agreement and in email we are receiving for
workload.
We are taking 30 seats for this voice & Email Support Process.
We are doing this process in our company only.
We will maintain all the above mentioned.
We will send request/acknowledgement for acceptance or request every day for the report status
we got from client and we will send acknowledgement or request in our company letter head via
email.
Whatever the decisions taking form client we are ready to accept.

12. We will not share any data related to this process to any third party.

Accepted and Agreed

(Client)
Date:-

Accepted and Agreed

(Vendor/Center)