Account access
Identify the people who administer the account, handle calls, manage billing and maintain integrations. Agree access to call records and recordings.
Clear responsibilities.
Before the first call.
A useful service agreement defines who can access the account, how calls and records are handled, and what your team can expect from support.
BRING THESE QUESTIONS TO ONBOARDINGBuild the agreement
Build the agreement
around your business.
Recording and retention
Decide whether to record, how to inform participants, who may review recordings and how long they should be retained. Confirm storage and export arrangements.
Usage and spending
Review approved destinations, expected traffic, simultaneous calls, payment terms and how agreed limits are applied.
API credentials
Keep account API keys on a trusted server. Agree scopes and credential ownership during a supported integration pilot.
Support and escalation
Document support hours, the contact responsible on each side and the escalation process. Response commitments belong in the service agreement.
Infrastructure and data
Confirm hosting location, backup arrangements, access responsibilities and any data-processing requirements for your organisation.
SPECIFIC PROCUREMENT REQUIREMENTS?Let’s work through
Talk to the team Let’s work through
the details.
Share your requirements for deployment, documentation, retention or service levels. We confirm what can be provided; this page does not assert certifications or a universal SLA.
LET’S MAKE THE CONNECTION
A clear setup starts with a conversation.
Bring your questions. Let’s work through your setup.