Términos y Condiciones de Servicio As part of our commitment to providing you with the best possible experience, we continuously strive to improve our service offerings. In doing so, we have reviewed our processes and policies to ensure we maintain the highest level of quality and efficiency for all our valued customers. Effective immediately, we have implemented an update to our service request policy. From this point forward, any service request that falls outside the scope of a system error or service incident will be subject to a service charge. This adjustment will allow us to allocate our resources effectively and prioritize critical issues in order to provide you with the best possible support. CLEVER IDEAS provides complete initial training for the use of each of our services. Upon completion, a cloud folder containing recordings of all training sessions conducted before and after implementation will be shared via email. A support period is considered to begin on the first day of operation. During the following 30 days, the client will have unlimited service hours for guidance and training on specific actions (excluding retraining for agents and supervisors), during operational hours from 9:00 AM to 6:00 PM, Mexico City time zone. Once the support period has expired, any complete or specific training request, as well as any modification request related to the actions detailed in this document under “Client Responsibilities,” will incur an additional charge based on service hours. The following actions are the responsibility of THE CLIENT: UCONTACT Creation of voice campaigns Inbound Outbound Dialers Changes to campaign administration Ringing strategies Forms Campaign weight Schedules Hold music Ring time settings Break thresholds General properties Omnichannel campaigns Interaction delivery strategies Welcome greetings, after-hours messages, unavailable agent messages, and holiday messages Default responses Form assignment Schedules Bulk WhatsApp messaging User creation Agent Supervisor Administrator Adding and removing users from campaigns Creation of dispositions Creation and management of voicemail Creation of security groups Use of security groups Search and extraction of recordings from all channels Adding and removing audio files Report extraction Report scheduling LINE / PBX Providing audio or text for IVR creation Reporting The following actions are the responsibility of CLEVER IDEAS: UCONTACT Provider connections VoIP SMS/WhatsApp Facebook Email Instagram Gamification Scheduled tasks System maintenance Updates Forms Connection Changes and/or configuration Creation of security groups LINE / PBX Uploading audio files to the system Forwarding or follow-me requests Create, modify, and delete extensions Create, modify, and delete ring groups BOT Changes to decision tree options Uploading multimedia files Redirecting to inbound campaigns GENERAL Agent retraining Supervisor retraining