The Essentials You Need to Know Before We Start
This page summarizes the key terms that govern your engagement with Agentline, operated by PT. Biro Transformasi Digital (NIB: 2304250000766). A full, signed Service Agreement (with SLA attachment) will be provided during onboarding.
đź“ť Contract Duration
- Initial Term: 3 months
- Auto-Renewal: Renews every 3 months unless cancelled in writing at least 14 days prior
- Termination:
- With 30 days’ written notice by either party
- Immediate termination for breach or insolvency
- Early termination by Client without cause may forfeit deposit + 1-month cancellation fee
- With 30 days’ written notice by either party
đź’ł Fees & Billing
- Setup Fee: Non-refundable, paid upfront (per role or full scope)
- Security Deposit: Equal to 1 month’s service; refundable at end of contract if no balances owed
- Monthly Service Fees:
- Based on selected coverage (8, 12, or 16 hours/day)
- Billed monthly in arrears
- Payment due within 7 days of invoice
- Late payment fee: 1.5% per week
- Based on selected coverage (8, 12, or 16 hours/day)
🤝 Dedicated Agent Policy
- Each agent works exclusively on your account during their shift
- For 12–16 hour coverage, multiple agents will be assigned
- Backup agents will be provided for sick days, vacations, or emergencies
- Mid-cycle changes (hours, agent count) take effect in the next billing cycle
📦 What’s Included
- Agent recruitment, training, and onboarding
- Integration with your CRM, VoIP, scheduling, and tools
- SLA-backed service with weekly performance reporting
- Direct escalation support for complaints, urgent cases, and dispatch coordination
- Agent replacements if permanent unavailability occurs
📉 Client Responsibilities
To ensure smooth operations, the Client must:
- Provide timely access to CRMs, scheduling tools, permit portals, and communication platforms
- Upload job information, photos, schedules, and service pricing regularly
- Designate escalation contacts (e.g., for complaints or refunds)
- Keep service hours, policies, and availability updated
- Respond promptly to Agentline’s operational requests
⚠️ If cooperation is delayed or incomplete, Agentline will continue operations on a best-effort basis. SLA performance may be impacted.
🛡️ Confidentiality & Data Protection
- All agents sign NDAs and confidentiality agreements
- Client data is never shared, resold, or reused
- We comply with applicable data protection regulations and industry best practices
⚖️ Indemnity & Limitations
- Agentline is not liable for:
- Missed appointments due to client-side delays, tool failures, or lack of access
- Indirect, incidental, or consequential damages
- Missed appointments due to client-side delays, tool failures, or lack of access
- Total liability is limited to 1 month of paid service fees prior to the issue
Client agrees to indemnify Agentline against third-party claims related to misuse, misconfiguration, or internal policy violations outside Agentline’s control.