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
β
Recommended Content
- Frequently asked questions and answers
- Company policies and procedures
- Product/service information
- Contact information and business hours
- General business information
β Content Limitations
- No personal customer data or sensitive information
- No copyrighted material without authorization
- No misleading or false information
- Must comply with applicable regulations
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
AI Limitations Client Must Understand: AI may occasionally produce unexpected or inaccurate responses, responses are based on training data and provided content, complex queries may require human assistance, and AI cannot access real-time data or personal customer information.
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
2. WORKFLOW AUTOMATION POLICY
2.1 Implementation Process
2.1.1 Standard Implementation Timeline
4-Week Implementation Process:
Week 1: Discovery & Analysis
- Business process mapping
- Requirements gathering
- Technical feasibility assessment
- Solution architecture design
Week 2-3: Development
- Workflow development and testing
- System integration setup
- Internal testing and QA
- Client feedback incorporation
Week 4: Deployment
- Production deployment
- User training and documentation
- Go-live support
- Performance validation
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
- Request Submission: Email support@eadirectory.com with detailed requirements
- Impact Assessment: EA directory evaluates scope, timeline, and cost within 3 business days
- Approval Process: Client approves change order and any additional costs
- Implementation: Changes implemented according to agreed timeline
- Testing: Client testing and approval of changes
- 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
π’ Productivity & Communication
- Google Workspace (Gmail, Drive, Calendar)
- Microsoft 365 (Outlook, Teams, SharePoint)
- Slack, Microsoft Teams
- WhatsApp Business
πΌ Business Applications
- CRM systems (Salesforce, HubSpot)
- Project management (Trello, Asana)
- Accounting software (QuickBooks, Xero)
- E-commerce platforms (Shopify)
ποΈ Databases & Storage
- MySQL, PostgreSQL databases
- Cloud storage (Google Drive, Dropbox)
- File management systems
- Document repositories
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
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
4. DATA SECURITY & PRIVACY POLICY
4.1 Security Framework
4.1.1 Technical Security Measures
π Data Encryption
- All data encrypted in transit using TLS 1.3
- Data at rest encrypted using AES-256
- Secure key management and rotation
π Access Controls
- Multi-factor authentication required
- Role-based access permissions
- Regular access reviews and updates
- Secure password policies
π‘οΈ System Security
- Regular security updates and patches
- Firewall protection and intrusion detection
- Comprehensive monitoring and logging
- Regular security assessments
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
- Immediate Containment: Stop the incident and secure systems
- Assessment: Evaluate scope and potential impact
- Client Notification: Within 24 hours of confirmed incidents
- Investigation: Root cause analysis and evidence collection
- Remediation: Implement fixes and preventive measures
- 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
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
Days 1-15: Payment Due
Standard payment period for all invoices
Days 16-30: Reminders
Late payment reminders sent via email
Day 31: Warning
Service suspension warning issued
Day 45: Suspension
Service suspension implemented
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 |
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
Early Termination Fees: If terminated before 6-month minimum: 50% of remaining monthly fees. Setup fees remain non-refundable. Outstanding invoices must be paid in full.
6.1.2 Termination Process
- Submit written termination notice to support@eadirectory.com
- Specify desired termination date (minimum 30 days from notice)
- Schedule data export and transition activities
- Complete final payment processing
- 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 |
7. ACCEPTABLE USE POLICY
7.1 Prohibited Uses
βοΈ Illegal Activities
- Any illegal activities under Kenyan law
- Fraud, money laundering, financial crimes
- Harassment, hate speech, discrimination
- Violence, threats, or intimidation
π« Inappropriate Content
- Adult or sexually explicit material
- Gambling or illegal gaming activities
- Drug-related or illegal substances
- Copyrighted material without authorization
π§ Technical Misuse
- Attempting unauthorized system access
- Excessive resource consumption
- Reverse engineering proprietary technology
- Bypassing security measures
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 |
8. INTELLECTUAL PROPERTY POLICY
8.1 Ownership Rights
π€ Client Property
- All data, content, and information provided
- Business processes and methodologies
- Custom content created for client
- Client branding and proprietary info
π’ EA directory Property
- Core platform technology and software
- AI models and processing methods
- Standard features and functionality
- Documentation and training materials
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
9. SERVICE LIMITATIONS
9.1 AI Service Limitations
Client Must Understand: AI may occasionally produce unexpected or inaccurate responses, AI cannot access real-time data or personal customer information, complex queries may require human intervention, and AI responses are based on training data and provided content only.
9.2 Liability Limitations
β Excluded Liabilities
- Internet connectivity failures
- Third-party service outages
- Client system configuration errors
- Force majeure events
π° Liability Caps
- Limited to fees paid in preceding 6 months
- Applies to direct damages only
- Excludes consequential damages
- Does not apply to gross negligence
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