Fulfillment Policy

1. Service Description

1.1 AI Call Services

Inbound Call Handling: Automated AI response system for incoming customer calls

Outbound Call Services: AI-powered outbound calling for authorized business purposes

Service availability: 24/7/365, subject to scheduled maintenance

1.2 Service Implementation

Service activation within 24-48 hours of account approval

Initial setup and configuration period: 2-5 business days

Custom voice script development: 3-7 business days

2. Service Level Agreement

2.1 Performance Standards

System Uptime: 99% guaranteed availability

Average Response Time: <1 second

Call Quality: HD voice quality (minimum 16kHz sampling rate)

Maximum Call Queue Time: 30 seconds

2.2 Service Monitoring

Real-time system health monitoring

Automated performance reports provided monthly

Call recordings available for 90 days

Call analytics dashboard updated in real-time

3. Subscription Terms

3.1 Service Plans

Minimum commitment period: 30 days

Setup fees vary by service package

Overage rates determined by service tier

Plan changes effective next billing cycle

Custom enterprise solutions available

3.2 Service Coverage

Available in United States, Australia, Canada, United Kingdom, and New Zealand

Fair usage policies apply

Concurrent call limits based on service tier

Additional capacity available upon request

4. Cancellation Policy

4.1 Service Cancellation

30-day written notice required for service cancellation

Pro-rated refunds for unused service period

Data available for download for 30 days post-cancellation

All call recordings purged after 90 days

4.2 Service Suspension

Immediate suspension for terms violation

Suspension for non-payment after 5 days

Service restoration within 24 hours of payment

Three suspensions may result in service termination

5. Refund Policy

5.1 Service Credits

Service credits issued for SLA violations

Credits applied to next billing cycle

Credits expire if unused within 90 days

Non-transferable and non-refundable

5.2 Refund Eligibility

Pro-rated refunds for service cancellation

No refunds for partial month usage

Setup fees non-refundable

Service credits in lieu of refunds for service issues

6. Data & Privacy

6.1 Call Data

Call recordings stored securely for 90 days

Data encryption in transit and at rest

GDPR and CCPA compliant data handling

Data export available in standard formats

6.2 Privacy Protection

No sharing of call data with third parties

Automated PCI and PII redaction available

Custom data retention policies available

Regular privacy compliance audits

7. Technical Support

7.1 Support Availability

Technical support: Monday to Friday, 9 AM to 5 PM ET

Email support response within 4 business hours

Live chat available during business hours (9 AM to 5 PM ET)

Emergency after-hours support available for enterprise clients

7.2 Issue Resolution

Critical issues: 2-hour response time

Major issues: 4-hour response time

Minor issues: 24-hour response time

Regular maintenance updates

8. Customer Service Contact

For any questions or assistance regarding our services:

Technical Support: [email protected]

Billing Inquiries: [email protected]

Phone: (888) 709-2999 (Monday-Friday, 9 AM to 5 PM ET)

Address: 427 W Main St, Suite 4, Patchogue NY 11772 USA

Website: www.firstpointai.com

9. Service Updates

We reserve the right to modify these service terms at any time. Any changes will be communicated via email 30 days prior to implementation. Continued use of our services after changes constitutes acceptance of new terms.

Effective Date: 1st January 2025