1. CHATBOT SERVICES POLICY

1.1 Content Updates

1.1.1 Update Process

Submission Requirements:

• Client submits update requests via email to [email protected]
• Include specific content to be replaced along with replacement content
• Clearly state which document in the knowledge base contains the content to be updated
• EA directory will provide clients with copies of all knowledge base documents for reference

Processing Timeline:

• EA directory will acknowledge receipt by the end of the business day when requested
• Updates will be processed and implemented by the end of the business day on which they were requested
• Client notification upon completion for testing and approval

Content Format:

• All updates will be in simple text format only
• No images, videos, or complex formatting will be processed

1.1.2 Emergency Updates

Critical updates requiring immediate attention:

• Must be clearly marked as "URGENT" in email subject
• Will be assessed for criticality by EA directory
• Target implementation within 1-2 hours during business hours
• No additional fees for emergency updates

1.2 Chatbot Performance

1.2.1 Performance Standards

Metric	Target
Response Time	Quick response in seconds for 95% of queries
Availability	99.5% monthly uptime
Accuracy Rate	> 85% for trained queries

1.2.2 Performance Monitoring

EA directory monitors:

• Uptime and availability
• Response times
• Query volume and patterns

1.2.3 Performance Reports

• All Clients: Weekly automated usage reports
• Custom Reports: Available upon request

1.3 Data and Analytics

1.3.1 Data Collection

Standard analytics include:

• Query volumes and types
• Response patterns
• User engagement metrics

1.3.2 Data Retention

In compliance with global standards and regulatory requirements:

• Conversation Logs: 12 months
• Analytics Data: 24 months
• Performance Metrics: 24 months

Extended retention available upon request.

1.4 AI Model Usage

1.4.1 Technology Stack

• Primary Model: GPT-4.1 models for all chatbot services
• Uptime Guarantee: Model availability is guaranteed as per provider SLA
• Updates: Regular chatbot improvements implemented automatically

1.4.2 Service Tiers

All service tiers feature custom pricing based on individual client requirements and usage patterns. Contact [email protected] for personalized pricing.

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2. WORKFLOW AUTOMATION POLICY

2.1 Implementation Process

2.1.1 Standard Implementation Timeline

2.1.2 Client Prerequisites

Client must provide:

• Access to relevant systems
• Process documentation
• Designated point of contact
• Timely feedback during development

2.2 Change Management

2.2.1 Change Request Process

1. Submit request via email to [email protected]
2. Include detailed requirements and business justification
3. EA directory provides estimate within 3 business days
4. Upon approval, changes scheduled based on complexity

2.2.2 Change Classifications

Type	Description	Timeline	Cost
Minor	UI adjustments, simple logic changes	3-5 days	Included
Moderate	New features, integration adjustments	5-10 days	Quoted
Major	Significant workflow redesign	10+ days	Quoted

2.3 Supported Integrations

2.3.1 Standard Integrations [Not Limited to:]

• Productivity Tools: Google Workspace, Microsoft 365, Microsoft Teams
• CRM Systems: Salesforce, HubSpot, Pipedrive
• Project Management: Jira, Trello, Atlassian Suite
• Communication: Slack, Microsoft Teams, Email, SMS gateways
• Databases: MySQL, PostgreSQL, MongoDB
• File Storage: Google Drive, Dropbox, OneDrive, SharePoint
• Development Tools: GitHub, GitLab, Bitbucket
• Marketing: Mailchimp, Campaign Monitor, ActiveCampaign

2.3.2 Custom Integrations

• Feasibility assessment required
• Additional development time may apply
• Ongoing maintenance considerations

2.4 Automation Monitoring

2.4.1 Standard Monitoring

• Workflow execution status
• Error tracking and alerts
• Performance metrics
• Resource utilization

2.4.2 Service Level Agreement

• Workflow Uptime: 99.0% monthly availability
• Error Response: Immediate alerts for critical failures
• Performance Reports: Weekly automated reports

2.4.3 Alert Configuration

• Email notifications for failures
• Customizable alert thresholds
• Escalation procedures

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3. SUPPORT SERVICES POLICY

3.1 Support Channels

Primary Support: [email protected]

• Response within 1 business day
• Ticket tracking system
• Knowledge base access

Escalation: [email protected]

• For unresolved issues
• Internal escalation based on severity and impact

3.2 Support Hours

Business Hours: Monday - Friday, 9:00 AM - 5:00 PM EAT

• Excluding Kenyan public holidays
• Extended hours by special arrangement

Automated Support: 24/7 via chatbot on website

3.3 Issue Prioritization

Priority	Response Time	Resolution Target
Critical	2 hours	8 hours
High	4 hours	24 hours
Medium	8 hours	48 hours
Low	24 hours	5 days

*All times during business hours

3.4 Maintenance Windows

Scheduled Maintenance:

• Saturdays 10:00 PM - 2:00 AM EAT
• 72 hours advance notice
• Minimal service disruption

Emergency Maintenance:

• As required for security/stability
• Notification as soon as possible

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4. DATA SECURITY & PRIVACY POLICY

4.1 Security Measures

4.1.1 Technical Controls

• SSL/TLS encryption for data in transit
• Encrypted storage for sensitive data
• Regular security updates
• Access controls and authentication

4.1.2 Operational Controls

• Limited access on need-to-know basis
• Regular security reviews
• Incident response procedures
• Vendor security assessments

4.2 Data Protection

4.2.1 Compliance

• Kenya Data Protection Act (2019) compliant
• GDPR principles where applicable
• Global regulatory requirements alignment
• Industry best practices

4.2.2 Client Data Handling

• Data remains Client property
• Used only for service delivery
• No third-party sharing without consent
• Secure deletion upon contract termination

4.3 Incident Management

4.3.1 Breach Notification

• Client notified within 48 hours of confirmed breach
• Details of affected data provided
• Remediation steps communicated
• Support for Client communications

4.3.2 Incident Response

• Immediate containment measures
• Root cause analysis
• Preventive measures implementation
• Incident report provided

4.4 Compliance Standards

EA directory maintains compliance with:

• Kenya Data Protection Act (2019)
• GDPR principles where applicable
• Global regulatory requirements alignment
• Industry best practices

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5. BILLING & PAYMENT POLICY

5.1 Payment Terms

5.1.1 Standard Terms

• Setup Fees: Due upon contract signing
• Monthly Fees: Due 1st of each month
• Payment Period: Net 30 days
• Currency: Kenya Shillings (KES)

5.1.2 Payment Methods

Bank Transfer:

• Bank: KCB Bank
• Account Number: 1224680839
• Account Name: UJIAJIRI ENTERPRISES LIMITED

5.2 Late Payment

5.2.1 Service Suspension

• Service suspension after 30 days of non-payment
• Reactivation fee: KES 10,000

5.2.2 Dispute Resolution

• Disputes must be raised within 15 days
• Good faith resolution attempt
• Service continues during dispute investigation

5.3 Refund Policy

• No refund for setup fees
• Proportional refund for unused monthly fees (30-day notice required)*
• Service credits applied to future invoices

*Proportional refund means you receive a refund only for the unused portion of the service period based on the time remaining.

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6. TERMINATION POLICY

6.1 Termination Notice

6.1.1 Client Termination

• 30 days written notice required
• Outstanding fees must be paid
• Data export provided upon request

6.1.2 EA directory Termination

• 60 days notice for convenience
• Immediate for material breach
• Support for transition period

6.2 Data Handling Upon Termination

6.2.1 Data Export

• 30-day window for data retrieval
• Standard formats provided (CSV, JSON, PDF, MARKDOWN)
• Assistance with data migration (fees may apply)

6.2.2 Data Deletion

• Client data deleted after 60 days in accordance with regulatory requirements
• Deletion certificate provided upon request
• Backups purged per retention policy

6.3 Post-Termination Support

• Follow standard contract exit procedures
• Documentation provided
• Transition assistance as per contractual obligations

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7. ACCEPTABLE USE POLICY

7.1 Prohibited Uses

Clients may not use services for:

• Illegal activities
• Spreading malware or viruses
• Harassment or hate speech
• Intellectual property infringement
• Excessive resource consumption
• Attempting unauthorized access

7.2 Enforcement

• Warning for first violation
• Service suspension for repeated violations
• Immediate termination for severe violations
• No refund for terminated accounts

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8. INTELLECTUAL PROPERTY POLICY

8.1 Ownership

8.1.1 Client Property

• All Client data and content
• Client-specific customizations
• Client business processes

8.1.2 EA directory Property

• Platform and core technology
• Standard features and modules
• Documentation and training materials

8.2 License Grants

• Client receives license to use platform
• EA directory receives license to process Client data
• No transfer of ownership rights

8.3 API Rate Limiting

For clients using custom integrations:

• Rate limits established based on service tier
• Fair usage policies apply
• Monitoring and alerting for threshold breaches

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9. LIMITATION OF LIABILITY

9.1 Service Limitations

EA directory is not liable for:

• Internet connectivity issues
• Third-party service failures
• Client-side configuration errors
• Force majeure events

9.2 Liability Cap

Total liability limited to:

• Amount paid in preceding 3 months
• Direct damages only
• Excludes consequential damages

9.3 Business Continuity

EA directory maintains:

• Disaster recovery procedures
• Business continuity planning
• Service migration assistance (as per contract terms)

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10. POLICY UPDATES

10.1 Notification Process

• 30 days advance notice of material changes
• Email notification to primary contact
• Updated policies posted on website

10.2 Acceptance

• Continued use constitutes acceptance
• Right to terminate if changes unacceptable
• Grandfathering of specific terms possible

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