Voice Agent Service Agreement

1. Service

Automate AI will configure, deploy, and maintain an AI-powered voice agent as described above. The agent configuration, call flow, and knowledge base are documented in a separate Agent Configuration Document provided at go-live.

2. Fees and Billing

The monthly subscription fee is billed in advance each month. The one-off setup fee of $450+GST one-off setup is due before service activation. All prices exclude GST (15%). Overage charges are billed monthly in arrears:

Outbound minutes are charged separately and are not deducted from the 100 included inbound minutes. If payment is not received within 14 days of the invoice date, services may be suspended. Interest of 20% P.A. applies to overdue accounts.

3. Service Levels and Support

Support is available during NZ business hours (Monday–Friday, 8am–6pm NZST):

• P1 — Critical (agent fully unresponsive): +64 4 280 4924. Target response: 2 hours.
• P2, P3, P4 — All other issues and requests: support@automateai.co.nz. Target response: 1 business day.

Automate AI targets 99.5% platform availability. Service credits of 10–30% of the monthly fee apply for availability below this threshold, applied to the following month's invoice. Credits do not apply to carrier network outages, third-party API failures, or Force Majeure events.

4. Change Requests

Up to 2 minor changes per month are included (knowledge base updates, wording changes, simple routing adjustments). Changes representing more than 35% of the original configuration are quoted separately at $99+GST per change (standard rate).

5. Call Recording and Compliance

All inbound calls are recorded by default. The Client is responsible for ensuring callers are notified of recording in accordance with the Privacy Act 2020. For outbound calling, the Client warrants that all contact lists are lawfully obtained and DNC-compliant. Call recordings and transcripts are retained for 60 days then deleted. The Client may request data export at any time within this window.

6. Intellectual Property

Automate AI retains ownership of all platform components, AI models, and workflow frameworks. The Client retains ownership of their business data, call recordings, and transcripts. The agent configuration is licensed to the Client for use during the subscription term only.

7. Term and Termination

This is an open-term agreement with no minimum term, effective from the signing date. Either party may terminate with 30 days written notice. Immediate termination is available for material breach or non-payment exceeding 10 days. On termination, all outstanding fees are immediately payable, the agent is decommissioned, and client data is available for export for 60 days then deleted.

8. Limitation of Liability

Automate AI's total aggregate liability is limited to fees paid in the 12 months preceding the claim. Neither party is liable for indirect, consequential, lost-profits, or third-party damages. Automate AI does not guarantee specific business outcomes, call conversion rates, or carrier network performance. Consumer rights under New Zealand law are unaffected.

9. Confidentiality

Both parties agree to keep confidential all proprietary information, business processes, and data disclosed during the engagement. Mutual NDAs are available on request at hello@automateai.co.nz.

10. General

These terms are governed by New Zealand law. Disputes are resolved by negotiation, then mediation (Resolution Institute NZ), then binding arbitration under the Arbitration Act 1996. Automate AI may update these terms with 30 days notice. The current version is always at automateai.co.nz/terms-of-service.