These Service Policies supplement the Master Service Agreement and define operational procedures for EA directory's automation services.

1. AI CHATBOT SERVICES POLICY

1.1 Content Management

1.1.1 Knowledge Base Updates

Standard Update Process:

• Submit requests via email to support@eadirectory.com
• Include specific content to replace and new content
• Reference which section/topic requires updating
• Updates processed within 24-48 hours during business hours

Content Requirements:

• Plain text format only (no complex formatting, images, or videos)
• Must be factual, business-appropriate content
• Client retains full ownership of all content provided
• Updates must comply with acceptable use policies

Emergency Updates:

• Mark email subject as "URGENT CONTENT UPDATE"
• Available for critical business information changes
• Target processing time: 2-4 hours during business hours
• No additional fees for urgent updates

1.1.2 Content Guidelines

1.2 Chatbot Performance Standards

1.2.1 Performance Metrics

Metric	Target	Measurement
Response Time	<3 seconds for 95% of queries	Real-time monitoring
System Availability	99.5% monthly uptime	Continuous monitoring
Query Accuracy	>85% appropriate responses	Monthly review
Fallback Rate	<15% queries requiring human handoff	Analytics tracking

1.2.2 Performance Monitoring

Automated Monitoring:

• 24/7 uptime monitoring and alerting
• Response time tracking and optimization
• Query volume and pattern analysis
• Error detection and immediate notification

Reporting:

• Weekly Reports: Automated performance summaries
• Monthly Analysis: Detailed performance and usage reports
• Custom Reports: Available upon request for specific metrics
• Real-time Dashboard: Client access to live performance data

1.3 AI Technology and Capabilities

1.3.1 AI Models Used

Primary AI Systems:

• Anthropic Claude - Main conversational AI engine
• OpenAI GPT Models - Secondary capabilities and specialized tasks
• Custom Processing - Business-specific optimization

1.3.2 Multi-Language Support

Available Languages:

• English - Full native support
• Swahili - Full native support
• Additional Languages - Available upon request with extended setup time

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2. WORKFLOW AUTOMATION POLICY

2.1 Implementation Process

2.1.1 Standard Implementation Timeline

4-Week Implementation Process:

2.1.2 Client Responsibilities

Required Client Actions:

• Provide timely access to relevant systems and documentation
• Designate primary point of contact with decision-making authority
• Participate in scheduled meetings and feedback sessions
• Complete testing and approval within agreed timeframes
• Provide necessary training time for team members

2.2 Change Management

2.2.1 Change Request Process

1. Request Submission: Email support@eadirectory.com with detailed requirements
2. Impact Assessment: EA directory evaluates scope, timeline, and cost within 3 business days
3. Approval Process: Client approves change order and any additional costs
4. Implementation: Changes implemented according to agreed timeline
5. Testing: Client testing and approval of changes
6. Documentation: Updated process documentation provided

2.2.2 Change Classifications

Change Type	Description	Timeline	Cost
Minor	UI adjustments, simple logic changes	1-3 days	Often included
Moderate	New features, workflow modifications	3-7 days	Additional fee
Major	Significant redesign, new integrations	1-3 weeks	Project pricing

2.3 Supported Integrations

2.3.1 Standard Integrations

2.3.2 Custom Integrations

• Feasibility Assessment: Required for non-standard systems
• Development Time: Additional timeline may apply
• API Requirements: Must have accessible APIs or integration methods
• Ongoing Support: Maintenance considerations for custom connections

2.4 Performance Monitoring

2.4.1 Automation Monitoring

System Monitoring:

• Workflow execution status and performance
• Error detection and automatic alerting
• Resource utilization and optimization
• Integration health and connectivity

Performance Targets:

• Workflow Uptime: 99.0% monthly availability
• Execution Speed: Optimized for each workflow type
• Error Rate: <2% failure rate for standard operations
• Recovery Time: <30 minutes for most workflow failures

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3. SUPPORT SERVICES POLICY

3.1 Support Channels and Response Times

3.1.1 Primary Support

Email Support: support@eadirectory.com

• Business Hours: Monday-Friday, 9:00 AM - 5:00 PM EAT
• Response Time: Based on issue severity
• Ticket Tracking: Unique ticket numbers for all requests
• Language: English and Swahili support available

Emergency Escalation: escalations@eadirectory.com

• For critical business impact issues
• Direct management involvement
• Faster response for urgent matters

3.1.2 Support Response Standards

Priority Level	Description	Response Time	Resolution Target
Critical	Complete service failure, security issues	2 hours	8 hours
High	Major functionality problems	4 hours	24 hours
Medium	Partial functionality issues	8 hours	48 hours
Low	Minor issues, questions, enhancements	24 hours	5 business days

*All times calculated during business hours only

3.1.3 Self-Service Resources

Available 24/7:

• EA directory website chatbot for common questions
• Knowledge base and FAQ resources
• Client dashboard for performance monitoring
• Service status updates and announcements

3.2 Maintenance and Updates

3.2.1 Scheduled Maintenance

Regular Maintenance Windows:

• Time: Saturdays, 10:00 PM - 2:00 AM EAT
• Frequency: Monthly or as needed
• Notice: 72 hours advance email notification
• Duration: Typically 2-4 hours maximum

3.2.2 Emergency Maintenance

• Authorization: May occur without advance notice for critical issues
• Notification: Immediate communication via email
• Duration: Minimized to address specific urgent issues only

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4. DATA SECURITY & PRIVACY POLICY

4.1 Security Framework

4.1.1 Technical Security Measures

4.2 Data Protection Compliance

4.2.1 Regulatory Compliance

Current Compliance:

• Kenya Data Protection Act (2019) - Full compliance with local requirements
• GDPR Principles - Aligned practices for international standards
• Industry Standards - Following global best practices

4.2.2 Client Data Rights

• Data Ownership: Client retains full ownership of all data provided
• Data Usage: EA directory uses data solely for service delivery
• Data Access: Clients can request copies of their data at any time
• Data Portability: Data export available in standard formats
• Data Deletion: Secure deletion upon contract termination

4.3 Incident Management

4.3.1 Security Incident Response

1. Immediate Containment: Stop the incident and secure systems
2. Assessment: Evaluate scope and potential impact
3. Client Notification: Within 24 hours of confirmed incidents
4. Investigation: Root cause analysis and evidence collection
5. Remediation: Implement fixes and preventive measures
6. Documentation: Detailed incident report and lessons learned

4.3.2 Breach Notification

Client Notification Timeline:

• Initial Alert: Within 24 hours of incident confirmation
• Detailed Report: Within 72 hours with full impact assessment
• Resolution Update: Upon incident closure with preventive measures

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5. BILLING & PAYMENT POLICY

5.1 Payment Terms and Methods

5.1.1 Standard Payment Terms

Fee Structure:

• Setup Fees: Due within 7 days of Service Order Form execution
• Monthly Fees: Due on the 1st of each month in advance
• Payment Terms: Net 15 days from invoice date
• Currency: Kenya Shillings (KES) unless otherwise specified

5.1.2 Accepted Payment Methods

Primary Method - Bank Transfer:

• Bank: KCB Bank Kenya
• Account Name: Ujiajiri Enterprises Limited
• Account Number: 1224680839
• Branch: [To be provided on invoice]

Alternative Methods:

• Mobile money (M-Pesa, Airtel Money) for smaller amounts
• Check payments (with prior arrangement)
• International wire transfers (additional fees may apply)

5.2 Late Payment and Collections

5.2.1 Late Payment Process

Late Payment Fees:

• Administrative Fee: KES 10,000 after 30 days past due
• Service Reactivation Fee: KES 50,000 plus all outstanding amounts
• Collection Costs: Client responsible for reasonable collection expenses

5.3 Refund and Credit Policy

5.3.1 Refund Guidelines

Fee Type	Refund Policy	Conditions
Setup Fees	Non-refundable once development begins	Full refund if cancelled before Day 8
Monthly Fees	Pro-rated refunds available	Requires 30-day termination notice
Service Credits	Applied to future invoices	For SLA breaches and disruptions

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6. TERMINATION POLICY

6.1 Termination Procedures

6.1.1 Client-Initiated Termination

Notice Requirements:

• Standard Termination: 30 days written notice required
• Early Termination: Before minimum contract term completion
• Immediate Termination: Available for EA directory material breach

6.1.2 Termination Process

1. Submit written termination notice to support@eadirectory.com
2. Specify desired termination date (minimum 30 days from notice)
3. Schedule data export and transition activities
4. Complete final payment processing
5. Receive service termination confirmation

6.2 Data Handling Upon Termination

6.2.1 Data Export Services

Export Timeline:

• Data export available for 30 days after termination
• Multiple format options (CSV, JSON, PDF, XML)
• Secure delivery via encrypted channels
• Migration assistance available (additional fees may apply)

6.2.2 Data Deletion Process

System Type	Deletion Timeline	Verification
Production Systems	Within 30 days	Deletion certificate available
Backup Systems	Within 60 days	Verification provided
Archive Systems	Within 90 days maximum	Complete removal confirmed

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7. ACCEPTABLE USE POLICY

7.1 Prohibited Uses

7.2 Enforcement and Consequences

7.2.1 Violation Response Process

Violation Level	Response	Timeline	Consequences
First Violation	Written warning	Immediate	Documentation in client record
Repeated Violations	Service suspension	24-48 hours	Enhanced monitoring required
Severe Violations	Immediate termination	0-24 hours	No refunds, potential legal action

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8. INTELLECTUAL PROPERTY POLICY

8.1 Ownership Rights

8.2 License Grants

EA directory grants Client:

• Non-exclusive license to use services during contract term
• Right to access and use all contracted functionality
• Permission to integrate services with client systems
• Right to export and use client data and configurations

Client grants EA directory:

• Limited license to use client data solely for service delivery
• Right to process client content through AI systems
• Permission to create backups and ensure service continuity
• Right to use anonymized data for service improvement

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9. SERVICE LIMITATIONS

9.1 AI Service Limitations

9.2 Liability Limitations

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10. POLICY UPDATES

10.1 Amendment Process

10.1.1 Material Changes

• 30 days advance written notice via email
• Detailed explanation of changes and rationale
• Effective date clearly communicated
• Right to terminate if changes are unacceptable

10.1.2 Client Options

• Accept changes by continuing service use
• Negotiate alternative terms if applicable
• Terminate services with standard notice period
• Request grandfathering of specific terms

10.2 Communication and Acceptance

• Email notification to primary client contact
• Updated policies posted on EA directory website
• Available upon request in PDF format
• Archived versions maintained for reference

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