Service level agreement for our customers
The Bot Forge continuously monitors the functionality of its chatbots and rectifies faults in accordance with the SLA as detailed below.
|Client Service||Client management||-Contact reports will be issued within 24 hours of meeting|
-A weekly status report will be provided on major projects/multiple project accounts
-Ensure that all calls and emails are responded to by the end of the day
-Keep the client up to date on relevant information re: jobs in progress
-Provide alternative solutions for any issues that may occur
-Pre-inform client of all team absences, provide detailed handover notes and replacement agency contact (to be introduced at least 12 hours in advance).
-Project/account review meeting with Client Management team and client on quarterly basis
|Development||Planning and Design||-Project planning execution will adhere to client specifications as provided.|
-The Bot Forge are happy to advise on technical capabilities and relevance to client project ideas.
|Project management||Planning and scheduling||-We use an agile development process using sprints, releasing features little and often to meet the story features.|
-We work closely with our clients, always testing, improving the bot flow, the conversational knowledge base, the bots personality and the overall user experience.
-This process of iterative delivery a working chatbot will be deployed and ready to use by real users, right from the very first sprint.
-Project and production timing plans will be adhered to and in the event of milestones being missed, a revised timing plan will be provided.
-Any changes to ultimate delivery will be discussed and agreed with the Client.
-The Bot Forge will always aim to meet the original deadline. Where this is not possible potential alternative solutions will be provided.
|Development||Delivery||-Beta testing environment and live environment are set up for each project.|
-Project will be delivered on budget, in the event of a project being over budget, an alternative on-budget alternative solution will be provided.
|Software Support & Maintenance||Chatbot support / Response times||-We track bugs with Lean Testing tool, clients will have their own access for efficient bug tracking.|
-Clients are also able to contact The Bot Forge via email, voicemail, text message or the customer support chatbot available on the website.
-We seek to acknowledge all new client bugs within 4 hours, when submitted via Lean Testing tool.
-Resolving the requests may take longer, depending on nature of the bug and scope and budget.
-Chatbot NLP changes will be actioned within 24 hours during a normal business day, although we aim to meet emergency changes in a shorter timespan whenever possible. Weekend changes to be actioned within 36 hours.
-We carry out continued daily/weekly supervised learning to improve conversation flow of all our chatbots. Our aim to always be improving bot capability.
-A maintenance plan and regular updates to be agreed with the client on a per-project basis
|Finance||Billing||-Any changes to costs will be discussed with the client and documented via email.|
-A final cost estimate will be provided at the end of the job.
-Following client approval of final costs an invoice will be issued.